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Another Suddenlink Complaint

Another Suddenlink Complaint

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by: dcrites107 Active Indicator LED Icon  OP  New Member
~ 11 years ago   Oct 30, '12 11:38pm  
To who may be interested and has something to add.  First, let me start at the beginning.  Our family has been a customer of Kingwood Cable/Suddenlink for the last 12 years.  We started off with just cable and internet and later added home security.  Other than having the normal issues, slow response and service interruptions with our cable and internet, no major problems.  That is until now.Home Security – After over 2 years of having home security, we noticed that our box for our security system and key pad where flashing.  We replaced the battery but no change.  We called the security department tech to see what they suggest we do.  They didn't know what I was talking about; they didn’t know anything about the panel that they put in.  They also couldn't even test our system; it was as if we were not being monitored, so we decided we are paying for nothing.  Who knows how long that was going on.We first called to see if we would be penalized for dropping our Home Security from the bundle package and to make sure we were not under contract.  They said we just started a new contract; we were able to prove this was incorrect; we ended our contract more than a month before.  We were also told that there would not be any charge for dropping this service from our bundle package.  We called at least 2 times and both times we were told, no drop charge.  The only change would be that we would be saving the monitoring cost, $20.  On Sept 5th I called to cancel our home security monitoring.  I was told to call back on Mon due to the security department was closed.  This was our first sign.   Called on Sept 6th, spoke with 2 different people, and was told that the monitoring cancelation was submitted to security department so they could complete the cancelation.Our next bill came in with security monitoring still on it, so guess what, I called again on Sept 29th.  I was transferred to 3 other people including the security department.  Customer service said that the security department had to make the cancelation.  The security department transferred me back to the first person in billing; they confirmed the monitoring was canceled.  This is where it really started.The next morning, my internet was out. So I called again on Sept 30th first thing in the morning.   My internet was reconnected and I was told that she was getting me more discounts.  She was very nice and helpful, little did I know.  Now it is a month later and I get our next bill, guess what, they took off our home security monitoring, but increased our bill by $136.27.  Turns out someone’s goof up of canceling my internet ended up charging me major money.  We are being charged with adjustments, one time charges and higher internet, all because we wanted to cancel our home security that they couldn’t monitor right.  So, on Oct 27th I called customer service, he was very helpful just like last month but, not to our satisfaction.  He told us that he could only reduce our cost by $88 and we had to call the billing department in security to get more money off.  Yeah right.Once again, I call back, this time we wait until Monday morning, we seem to get better results on weekdays, yeah right.  But, guess what, I didn’t have to be transferred to the securities billing department.This time they were able to reduce me down more, now we only have to pay $10 more than our original starting price.  Remember, that is $10 over what we paid with home security that we canceled.  Canceling the home security would have saved us around $20 for the monitoring cost, 2 people that work for Suddenlink told me so.  But of course, no, it is costing us another $10.  This is $30 more than I should be paying.Of course this guy also told me that this was the best he could do.  This is the best rate they have for security at this time.  When I started my internet service some 12 years ago, the cost was lower and better.  But, due to Suddenlink disconnecting me for less than 12 hours, I have to pay the higher, current rate.  Hum, does this seem right to you?  Apparently it does to Suddenlink.We called later that day to reconfirm the amount we are supposed to pay on this current bill with the adjustments and the total we will have after this month.  Now they are saying the cost changes are due to dropping the service from our bundle.Isn’t it nice to hear different reasons why prices go up and that each one that we spoke with is correct.  At least that is what they tell me, they are getting me the best deal and best price.  I’m still waiting.Every time we called, we asked for a supervisor, they put us on hold for a few minutes and gave us an update, but never let us speak with a supervisor.  Does Suddenlink even have supervisors?  If they do, I NEED to speak to one NOW, please.I’m sorry but it seems like Suddenlink is just trying to jack up our rates so they can make up for the customers that have left.  I don’t know about you but wouldn’t it seem that good customer service and good service would keep customers more? Once again, we were told by at least 2 Suddenlink employees that our bill would be around $20 less with canceling our home security, and that it would not affect bundling, boy where we lied to.  And then to top it off, my internet is disconnected by Suddenlink by mistake, and now I have to pay the current rate as if I am a new customer.  This is not how a company acts if they want to grow a business; this is how it acts when they want to lose customers and fail.Oh what fun, what will be disconnected next?Suddenlink needs to get things figured out.  I have been a customer for 12 years with Kingwood/Suddenlink cable and I am now being abused for being a loyal customer.Is anyone else having similar issues?  Do you feel the same as I do, that this has to stop?Taking the easy way out and just switching to satellite is an easy fix.  This has to stop; they can’t keep doing this to customers.  We have to make a stand.  I choose to start by posting my complaint.  Maybe this will get the right person to contact me from Suddenlink, not just someone making $7 an hour in Tyler. Thank you for letting me vent.  Maybe I will luck out and something will change other than me switching to satellite.Thank you 4951
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ruk72 Active Indicator LED Icon 17
~ 11 years ago   Oct 30, '12 11:52pm  
Go to the top and search Suddenlink, you'll see you are not alone......... 4951
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BooBear Active Indicator LED Icon 16
~ 11 years ago   Oct 31, '12 9:35am  
on the weather channel during local sudfenlink is offering a free install or upgrade if you donate can goods. maybe that will help? 4951
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KellyG Active Indicator LED Icon 3
~ 11 years ago   Oct 31, '12 10:14am  
We had almost identical issues. Now we are no longer customers of Suddenlink in any capacity. 4951
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alecktra Active Indicator LED Icon 10
~ 11 years ago   Oct 31, '12 11:15am  
Yes, my husband & I feel the same as you do. TRUST ME!  We get the run-around every time we call.  They transfer us from one department to another when we call... each department telling us that we need to speak with the other department.   When we finally speak with someone, rarely have we had an issue fixed.  It takes multiple calls to finally reach a person who knows how to do their job & provide customer support.  We are currently dealing with POOR, POOR internet service.  Get this.... one time our internet went completely out.  We called Suddenlink who said they aren't showing a problem on their end and went through scripted protocol. They ask questions like: "Did you try re-booting your computer; what about the modem, etc. etc" (Meanwhile, my husband who works in IT is telling them: "Guys, this is your problem. I've done everything I can possibly do on my end").  They sent a tech out.  The tech discovered that a previous technician had literally unplugged our line entirely in order to hook up service for a new customer.  Really? One of your technicians needed another port to hook up a new customer, so you just unplugged an EXISTING customer's line?  Anyway, we have been customers for 2.5 years, and have had issues with them for over a year now.  We are paying a good chunk of money for 15MB speeds, but can hardly ever get a stable connection. WHY ARE THEY CHARGING US FOR A SERVICE THEY CAN'T PROVIDE?!!  (My husband says it is "packet loss" which gives us spotty connection AT BEST).  A 5 minute YouTube video takes 15 minutes to watch because it drops connection, then starts up again intermittently.   It's ridiculous.  The techs have finally traced the problem back to their equipment at one of the "nodes", but told us they have never had this problem before so aren't sure how to fix it.  I wish AT&T Uverse was offered here (or even Comcast).  DSL speeds aren't that great, but we are thinking about giving that a go because at least our connection would be stable.  I hate SuddenLink.   4951
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Nicole4647 Active Indicator LED Icon 2
~ 11 years ago   Oct 31, '12 11:53am  
same here. my cable is being cancelled monday after they offered me a "free" 30 day trial and offered to buy me out of my directv contract (which "ended 2 hours before i signed up"). I get half the channels and the DVRs suck. I was going to save $20 until I got my 1st bill for $80 more then i agreed to. when i cancelled cable they made my internet rates go up and charged the install fee...so much for risk free. I just finished setting up my appointment with Dish. good luck.  4951
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SDLshannon Active Indicator LED Icon  New Member
~ 11 years ago   Oct 31, '12 1:13pm  
Hi decrites07- My name is Shannon and I am with Suddenlink.  I am very sorry to hear of your experience and would appreciate the opportunity to get this resolved for you.  Please email me directly at Shannon-AT-suddenlink-DOT-com.  Thank you. 4951
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TXtransplant Active Indicator LED Icon 13
~ 11 years ago   Oct 31, '12 1:25pm  
Heyyyyy. What happened to SuddenLink Ashely?
How funny would it be if she quit to go to work for DirecTV. :D 4951
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amc005 Active Indicator LED Icon  New Member
~ 11 years ago   Oct 31, '12 2:07pm  
I went through the same exact scandal with Suddenlink, we cancelled completely. I will never again be a Suddenlink customer. 4951
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brandon Active Indicator LED Icon  New Member
~ 11 years ago   Oct 31, '12 5:01pm  
I have had Suddenlink to my house at least 7 times this year. I know most of the techs by name. They come, test, say there is no problem, adjust some wires, check the "node", add amplifiers, blame road construction, over aggressive weed eaters, on and on and on... 4951
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ruk72 Active Indicator LED Icon 17
~ 11 years ago   Oct 31, '12 6:31pm  

Hi decrites07- My name is Shannon and I am with Suddenlink.  I am very sorry to hear of your experience and would appreciate the opportunity to get this resolved for you.  Please email me directly at Shannon-AT-suddenlink-DOT-com.  Thank you.
@SDLshannon:
Your mailbox is gonna be full QUICKLY......... Emoticon 4951
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Nicole4647 Active Indicator LED Icon 2
~ 11 years ago   Oct 31, '12 6:33pm  
@ruk72: i emailed her and never got a response 4951
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ruk72 Active Indicator LED Icon 17
~ 11 years ago   Oct 31, '12 6:36pm  
@ruk72: i emailed her and never got a response
@Nicole4647: And this surprises you????? Emoticon 4951
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Nicole4647 Active Indicator LED Icon 2
~ 11 years ago   Oct 31, '12 7:28pm  
lol...not really...had a false sense of hope i guess...now its time to decide between dish and directv 4951
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ruk72 Active Indicator LED Icon 17
~ 11 years ago   Oct 31, '12 7:42pm  
I love my DirecTV 4951
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TXtransplant Active Indicator LED Icon 13
~ 11 years ago   Oct 31, '12 8:05pm  
Me too! When I canned SdnLnk I took all of their stuff to the office on WLH and demanded, and was provided a refund for bad service.
 
That was a great closure moment. 4951
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