Review by Ironheart 
UPDATED: 76 days ago
member for 9.2 years, 1352 visits, last login: 1 days ago
 Mineral Wells,Palo Pinto,TX
 $40 per month
 about 1 days
 "Good value for money..."
 "...when it works"
 "Be aware of your alternatives"
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Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Suddenlink acquired my Cox area about 2 years ago and it has been an interesting change in this time.
I had few issues under Cox and almost all were dealt with swiftly. With Suddenlink the service has been a little more sporadic.
We were moving house and arranged to have Suddenlink activate all services on the Thursday as we were moving in on the Friday. Well we arrived on the Friday to find nothing worked. We had no cable TV, the modem would not sync, etc.
After a couple of late-night calls to Tech Support they arranged to send someone out the following Monday, and indeed they did get things sorted out (eventually). Since then, when the service works it is very good most of the time. The issue is whether it will be usable from one day to the next. I frequently experience extremely high pings at peak times, and had to call off doing some online gaming with some friends for the past two days due to my ping being almost 1,000 to our chosen gaming server. Fortunately today the Suddenlink gods smiled on me and my ping was restored to a more normal 150. Tomorrow...who knows?
Other issues we have had include:
- when our cable telephone service was installed our Internet was disabled the day before the install with no notice. We called Tech Support to find out that this was intentional and part of the transition process. It would have been nice to have been told this in advance.
- we specifically requested an advertised "bundle" when we first moved in here, only to find out that Suddenlink had just charged us for everything separately on one bill for the first three months or so, meaning we were overpaying by about $30/month. After a lot (and I mean a lot) of wrangling with Customer Support they eventually nailed down the issue and gave us a $200 service credit.
- after the new cable modem was installed to provide cable telephone (in addition to cable Internet) we still had no Internet access, and the installer had high-tailed it out of here the second he got the phone working. About 12 hours and 8 calls to Tech Support later it was figured out that the modem was only operating on the telephony side and not the Internet side. I had to call the Network Operations Centre and find someone who was extremely knowledgeable to help me fix the issue as normal Tech Support could not.
We pay Suddenlink $160 a month for cable TV, telephone (unlisted), 8MB cable and a DVR which I feel is good value for money. The only issue is that which I alluded to above, my ping will just skyrocket on occasion for seemingly no reason at all.
If Suddenlink could fix this glitch then I would certainly rate them higher. As it is all I can say is that they are merely ok and that if you have other choices then you should probably consider them before looking at Suddenlink.
-------------------------UPDATE-------------------------9/16/08-------------------------
Pete Abel and Johnna Turner at the Suddenlink Head Office arranged for my house to be re-wired from the pole down, and after this was done I no longer have any excessive packet loss or ping issues.
Thanks!
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