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Review by bsonk 
member for 177 days, 8 visits, last login: 11 days ago
updated 11 days ago
 Arcata,Humboldt,CA
 $45 per month "Tech support was friendly and helpful, problems have recently abated." "Service still inconsistent during peak hours." "Arcata needs more options for broadband."
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I moved to Arcata about a month ago and signed up with Suddenlink. Since then, the experience of using the internet has been akin to having an authoritarian electronic bully restricting your data service when anyone else on the node produces traffic. This means that while we pay for Suddenlink's 8MB/s residential service, the speed is routinely shaped to near zero for hours out of the day, to speeds so slow it reminds me of dial-up. I'm talking 0-25KBps from 5PM to 1AM. This is not the 8MBps I pay for. The service is unacceptably, unusably slow for most of the day, due to their traffic shaping.
Update: We have not seen the problem for a few days. Speeds average 7Mbps down, 50kbps up, which is not ideal but works alright. Connections still often time out, causing web pages not to load unless the request is sent several times. Having heard from tech support that Suddenlink was having problems with their network in the Arcata area, I have decided to give them the benefit of the doubt. I hope service remains consistent.
Second Update: The same day the technician came out and tested the line, getting good speeds, the same problem started happening again. Huge latency and repeated request timeouts from 2-7 PM, resulting in slow service reminiscent of dialup, which then becomes faster later in the evening. I maintain that this is due to lackluster infrastructure investment on the part of Suddenlink, though I have no real evidence to back this assertion.
Third Update: While I have not experienced problems for a couple of days, a technician came to do a diagnostic report and advised us to get a new router in an attempt to solve our phantom latency issues. We will follow that advice and enjoy our approx. 8mbps down/ 60kbps up service.
They do this because they do not want to invest in more nodes, as infrastructure costs money. Instead, they connect too many customers to the same node, and use Sandvine boxes at the hub to stomp your connection rate mercilessly. They cache earlier versions of web pages on their server, redirecting you to the cached copy instead of putting the traffic through. They do not want to invest in the infrastructure needed to deliver the service customers are paying for, and are content to sit on their network that provides sub-par service because they have no real competition in Arcata. The only other option is 80Gb per month capped, 3MBps AT&T DSL. I'd rather have an inconsistent connection that sometimes delivers than that. As part of the residential service agreement, they reserve the right to shape your internet speeds any time. They also block common ports used for things like accessing the FTP servers I need to for work, and stop online backup service I rely on from uploading at all. They also block the bittorent protocol entirely, which is misguided as there are many legitimate, legal uses for the protocol. For example, my Playstation 3 has not been able to update since I moved here, and I cannot download Starcraft updates as Blizzard uses the BT protocol. I have been going to the HSU campus to access the server and update software distributed using BT. The fact that I cannot use Suddenlink's service for the uses I need it for, and the slow data rates I receive, are making me look into options for satellite internet. Suddenlink provides overpriced, restricted service on an old network. However, the same problem often exists in Comcast towns. Now there are rumors of possible data caps for Suddenlink subscribers as well. Just more proof that corporations should not build infrastructure and that the idea of data services as a 'natural monopoly' akin to a power company is very flawed, as large corporations have no incentive to upgrade their networks as long as people keep paying for what they can offer now. What we want is community funded fiber and symmetrical 20Mbps connections. What we've got is the network Suddenlink bought from Cox cable and 50KB/s upload speeds.
1/30/12 Update: Suddenlink is completely in the hands of Big Content and their draconian rules. My connection was shut off abruptly and I had to endure a content industry propaganda page and a form to reinstate my connection, because I was accused of downloading Dead Space. I live in a neighborhood with lots of people around me. I own the game on a disk. Why would I download it illegally? Suddenlink's masters need to realize that an IP address is not a person! I didn't do anything, but Suddenlink, enforcing the ridiculous rules Hollywood lawyers are shoving down our throats, shut down my connection. If I had any other legitimate option for internet access I would ditch this company as fast as possible.
Comments:
 Reviews:
 ·Suddenlink
1 edit | Speed test results This is the speed we get on a good day, to a server close by: »www.speedtest.net/result/1406689870.png. It says 'AT&T'on the speed test because Suddenlink rents AT&T's lines, not because I'm actually with AT&T and lying to you.
This is at the best of times, and is still unacceptably slow. This is not 8MB/s. This is not what we pay for.
The worst part is that we get 8MB/s down in the middle of the night, so it's not a technical problem or anything. Suddenlink simply hooks too many customers up to its nodes because it's too cheap to build infrastructure. They shape my connection in order to avoid paying for the hardware needed to hook me and my neighbors up to a new node so that we can get advertised speeds. It's not OK. | |
| | Brigrat
join:2003-09-01
Lovington, NM Reviews:
·Suddenlink
| Re: Speed test results I lived in Arcata for the first half of my life...I know for a fact that if you are in the city limits then you can chose between Suddenlink and AT&T...I'd bet that there are still some local and 3rd party ISPs available too....I believe that eliminates the monopoly issue... | |
| | | | | Re: Speed test results I should have said duopoly. AT&T is by my estimation worse as they have ridiculously low data caps (80Gb/month for the Elite plan!) | |
| | | | stridr69
join:2003-05-19
San Luis Obispo, CA | Re: Speed test results WRONG!
ATT's Elite plan is 150Gb per month. In certain places... Where I live it's still unlimited...  | |
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| | Monopoly? How is Suddenlink a monopoly when you stated you have other choices?
Your speed test results are odd as well. Even if Suddenlink is leasing bandwidth from AT&T it should still read Suddenlink as your ISP, it's all IP based that I'm aware of.
They also do not block BT, at least here nor anywhere else that I have heard. Are you positive you are connected with Suddenlink? | |
| Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:7 Reviews:
·Charter
| with Suddenlink I'm in Suddenlink's corporate headquarters office and am vetted to help customers in this forum (»Approved Suddenlink Tech Support Agents). If you're willing to share with me the name on the account, I will escalate this issue to the attention of senior management. I can be reached in this forum by IM or directly by email (pete.abel@suddenlink.com). | |
| | Reviews:
·Suddenlink
1 edit | Re: with Suddenlink The account is under (personal account name removed) in Arcata, CA. I doubt you will be able to fix the problem as it is caused by us and too many other people our neighborhood being hooked up to the same network node. Our traffic cannot all get through your infrastructure during peak hours, and so your policy has been to 'shape' my connection to unusably slow speeds. Unless you can convince the Arcata office to buy more hardware and hook the customers in my neighborhood up to a new node, I doubt you will be able to fix the issue. | |
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Review by jmorison
member for 10.1 years, 3586 visits, last login: a few hours ago
updated 12 days ago
- New Bern,Craven,NC
- $178 per month
- "Speeds, bundled pricing, installation"
- "None"
- "Very pleased"
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Switched from CenturyLink DSL after 6 years because they could not provide better than 1.5 MBps speed at my home. Service was very good. Suddenlink bundled pricing with phone and cable will save me about $30/mo compared to prior separate services but now includes free long distance which I was previously putting on the cell phone. Installer was well versed, knew product and ran speed checks on my PC with speedtest.net before he left. I opted for the 10 MBps service for $5/month more, and I'm getting 10.9 or 11 on all subsequent tests with a normal ping of 10 or 11, sometimes up to 25. Arris modem, order placing was fast and efficient with price quotes for the bundle after tax.
5/11 update, only one service interruption for about 1 hour, all users in the neighborhood, speeds consistent at 10.9 down, 1 up on a 10 Mb line. Upstream power does now go up to about 56 most days, where it had been in the 40's before but no effect noticeable on speeds or response. Had the underground line replaced by Suddenlink for problems with TV tiling, service was prompt and followed up by tech who came to the house for the hook-up and checked the signals at all outlets including the modem. Only issues have been with the DVR for the TV freezing but it has never lost recorded programs after a re-boot. Have swapped the box 3 times since going to HiDef but they each have had problems after about 4 months. Luckily, the office is close by, and when you call the Priority number you get the local office during the day. Very good tech support for these TV issues and for internet support by the techs on house visits.
1/12 Update, continued great service, only outage was a short one during Hurricane Irene but once power was restored all was fine. Speeds consistently 10.9 on a 10 line, no more TV issues with the new underground line.
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Review by stoep7
member for 9.5 years, 2 visits, last login: 9.2 years ago
lodged 13 days ago
- College Station,Brazos,TX
- Contract price not specified.
- "nothing"
- "SLOW if it works"
- "ugh"
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SLOW
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Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:7 Reviews:
·Charter
| With Suddenlink I'm at company headquarters and I'm vetted to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing, please IM or email me (pete.abel@suddenlink.com) the name on the account and I'll ask a senior manager in your area to follow up. | |
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Review by WVU2003
member for 52 days, 7 visits, last login: 17 days ago
updated 21 days ago
- Charleston,Kanawha,WV
- $40 per month
- (month by month)
- "UPDATED: Good, responsive customer service, fast speed and good latency"
- "UPDATED: Very happy with my service"
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I have been with Suddenlink for at least 5 years and I was a very happy customer up until about 2 months ago when my connection started slowing considerably. Things have gone from bad to worse lately and it is to the point where I can't even stream a simple low-resolution youtube video anymore...it keeps buffering every 2 seconds. And forget about online gaming...when I try to play on xbox live the lag is so extreme that games are completely unplayable. Before, I used to play online games all the time with no problems.
As far as customer service, they are polite and all. I've called several times to complain but beyond replacing my modem, they say there is nothing they can do. But I don't accept that because something has obviously changed in these past 2 months and my connection continues to worsen. I hate to do it because I think Suddenlink is a good company, but I am more than fed up at this point and am planning to find a new ISP after the holidays barring some miracle. Browsing the internet has become very unpleasant and a frustrating experience. I can't even do simple things like browse youtube or stream a song online. RECOMMENDATION: Do not choose Suddenlink as your ISP if you live in my area. There is obviously serious problems with their network that they haven't bothered to fix for over 2 months now.
UPDATED 1/21/2012: A very knowledgeable Suddenlink technician recently contacted me and promised to look into my issues. Within 2 weeks of him working on it and staying in contact with me throughout, my connection issues were completely resolved and now I am back up to very high speeds and excellent latency. I can now stream videos and play xbox live online with no problems whatsoever and am very happy with my service. Now I am just waiting to make sure things continue this way but so far so good!
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Review by nycjuni
member for 6.2 years, 13 visits, last login: 23 days ago
updated 23 days ago
- Amarillo,Randall,TX
- $100 per month
- "Connection speed varies and is unreliable."
- "No other choice, stuck with only thing available for now."
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I moved to Amarillo from New York just recently. I researched cable providers in my area, not much too choose from. Actually Suddenlink was the only one that serviced my area.
A few negative things I discovered:
1- Suddenlink's website is horrible to navigate and is not straight forward at all.
2- I had to purchase my modem, compared to other providers who give you the modem for free with new service.
3- I was a new customer and no offers or promotions were available.
4- Connection speed varies and is unreliable.
I can't wait till this town gets more internet competition like Verizon Fios!
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Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:7 Reviews:
·Charter
| With Suddenlink I'm sorry to hear that we have not lived up to your expectations. I'm vetted to help Suddenlink customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing, please email me the name on the account and I'll escalate this to the attention of senior managers in your area, asking them to follow up. We want you to be pleased with the service you are receiving.
You can reach me by IM, through this forum, or directly at: pete.abel@suddenlink.com. | |
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Review by .
(review was emailed in)
lodged 24 days ago
- undisclosed location
- $97 per month
- "bad"
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Between the Basic and the advance cable channels the prices is as high or higher than Dish Network, there is no frre HD Channels or on demand channels because in order to receivedeither one your require another box that you are charging 5 o5 6 doollars amonth therefore the offer it is not free,your internet since the biggining of this year 2012 have been going down every single day.
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Review by (hidden by request)
(review was emailed from domain nau.edu)
lodged 26 days ago
- Flagstaff,Coconino,AZ
- $85 per month
- "Blackout maintenance on a friday night"
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Hello i am a customer in flagstaff, az. I am very frustrated that you chose to do your "maintenance" on a friday night and blacking out large areas of flagstaff. Did u not consider that many people like to watch tv on friday nights? Why not do it monday morning or something. I am extremely disappointed with your poor timing. I guarantee you direct tv does not practice this lack of respect for their customers. This is ridiculous. No tv or internet for multiple hours now on a friday afternoon/ night.
Please get me the services i pay you good money for up and running.
Sent from my iPhone
Comments:
| | hmmm getting a visual here of direct tv sending an astronaut out to work on their satellite, lmao | |
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Review by reconner13
member for 307 days, 6 visits, last login: 15 days ago
lodged 30 days ago
- New Martinsville,Wetzel,WV
- Contract price not specified.
- "It is there."
- "It may be there but node is over and techs dont want to hear it."
- "Only other option is Frontier DSL............................."
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I have had decent luck with Suddenlink over the last few years but a 10 miles move into a new house and being put on a new node and latency times like many others have dealt with has become a very big problem.
Tech has been here and has tried to tell me that the problem is router. Router taken out of equation results in same thing.
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Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:7 Reviews:
·Charter
| At Suddenlink HQ I'm at Suddenlink HQ and am approved to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you'll IM or email me (pete.abel@suddenlink.com) with the name on the account, I'll escalate this to the attention of the senior managers for your area. | |
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Review by (hidden by request)
(review was emailed from domain houstonplating.com)
lodged 33 days ago
- Coldspring,San Jacinto,TX
- $47 per month
- "Only real high speed available"
- "Terrible reliability. Drops daily"
- "Speed is good when/if it is working; up to 10Mbps"
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I saw this link on Sudden Link's website to give a review of their service
while looking at some billing info. I can't say I have been happy with their
service. For a year we have been resetting our cable modem every day,
sometimes several times a day, because the connection drops. We have spoken
with tech support, although not as much or as often as would should have,
and tried different procedures to fix the problem. We have had at least
three service visits during that time and have changed the cable modem
twice. I have replaced our home wireless router once to see if that would
help. We still have problems today, but now the connection doesn't drop as
often. If there were another option for high speed service in my area that
didn't cost a lot more for lower speed and have limits, then I would try it.
I have to add that I have been getting some credits on my bill to compensate
for the service problems. I get the feeling they either don't know how to
fix the problem or it is a general service problem in my area and there
isn't enough revenue in my area for them to fix it. Living in a rural area,
city population of about 1000, has its problems sometimes, but these days
you would think cable/internet wouldn't be this big of one.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:7 Reviews:
·Charter
| With Suddenlink I'm with Suddenlink at the HQ office and am vetted to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you'll email me (pete.abel@suddenlink.com) or send me an IM through this forum -- with name on the account and contact phone number -- I'll have a senior manager in your area follow up.
Let me know. | |
| | | | Re: With Suddenlink I am afraid to go to suddenlink now what about these bandwidth caps and slow connection bad XBOX connection
Sounds like I should stick with direct tv and AT&T
Same problems but at cheaper price
I dunno sounds like suddenlink has way more issues
So the fiber optic system is worse or it doesnt make a differance
Elm grove la | |
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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 41 days ago
- Kingman,Mohave,AZ
- $46 per month
 about 10 days
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Suddenlink is so greedy. I wish they never bought NPGcable out. Suddenlink tech support needs improvement, a lot of improvement !! I only have their so-call "high speed" internet. I work on computers for a living and I also design web sites, so I know all to well about speeds for the internet. Suddenlink's TV service, no way, went with Dish, 250 channels for only $29.95/mo. Plus a free DVD-R. I priced both Suddenlink. Dish and Direct. I really hope Suddenlink can make a "goal" of it. They keep raising their prices, I will go with some one else. For the public's info, If you can't resolve your issues with Suddenlink, contact the FCC.
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| | Suddenlink going the way of comcast. My suddenlink has always been fast and I've never had any issues. But tonight I found out there are implementing bandwidth caps. I'll be switching
»redd.it/nze3a | |
| | | | Re: Suddenlink going the way of comcast. Mine has always been fast and reliable as well. I on the other hand will not be switching because 250 gigs is plenty enough for me and my home use. Switch to AT&T. Oh wait, they have caps and the service sucks. Anyways, good luck. | |
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| |  bad "service"
And don't even bother to try to call Jerry Kent, the CEO. You will get the voice mail of JOHNNA TURNER, and she won't bother to call you back. It's no wonder their customer service stinks, when it starts at the top!!! No one cares at that company!!!!! | |
| | | | Re: bad "service" Hi sln0502 - my name is Ashley, and I'm with Suddenlink. Please accept my apologies that your experience with us has been less than exceptional. I would be happy to investigate this issue for you. Please feel free to contact me directly with your account address: ashley-AT-suddenlink-DOT-com. Thank you! | |
| | | | You were actually trying to contact the CEO? I'm sure he could get your internet working for ya. | |
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Suddenlink DNS might be the issue.
