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Review by ariagal 
Posted: 95 days ago
member for 95 days, 1 visits, last login: 72 days ago
 Leesville,Vernon,LA
 $39 per month
 about 8 days
 "It is available"
 "Rarely delivers contracted speed, to many outages"
 "Can not recommend"
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(ratings below consensus)
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Paying for 3 MB rarely get close to that, if ever
Considering canceling after to many years of frustration
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Review by jnmhorn
UPDATED: 97 days ago
member for 97 days, 1 visits, last login: 97 days ago
Arcata,Humboldt,CA
$34 per month
about 2 days
"good tech support"
"slow slow slow"
"slow"
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Just got it yesterday. I ordered the 8 mbits. It never goes above 2.9-3.1 and when it does only one computer will work with it, all the others will be unable to browse or surf the web. They seem to cap it, why would they sell me a plan for 8 mbits and only get 3? This is ridiculous. Can someone from SuddenLink help me? Your customer service blames it on my router, but it is not my router, it's your service. It's slow, bottom of line.
Followup comments:  Pete Abel
Premium
join:2008-01-15
Saint Louis, MO
 ·Charter Pipeline
| I'm with Suddenlink And I'm vetted to help customers in this forum: »Suddenlink Tech Support.
Send me an IM in this forum -- or email me at pete-DOT-abel-AT-suddenlink-DOT-com. At the very least, I'll need the actual name on the account.
Thanks. | |
| | jnmhorn
join:2009-09-04
Arcata, CA | Re: I'm with Suddenlink emailed you. | |
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Review by salt17
UPDATED: 102 days ago
member for 102 days, 1 visits, last login: 91 days ago
Vanceboro,Craven,NC
$80 per month
"After lieing to the local office they got honest with me.. (Weird)"
"Slow"
"Stay Away"
| |
I have been with sudden link for years, mainly because I have had no choice and since there is a choice now I will be looking at it. I never bothered to find out why the speeds were so bad most of the time looks like I was probably throttled back too. I DO NOT use my internet for commercial use, ever. I only use my connection for gaming and other personal uses (my wife uses for school).
Besides from the speed issues I had an issue, where I couldn’t connect at all. I called tech support they had me doing the normal procedure I advised that I have degree in Networking and have done everything they were about to do and my results. They still had me walk thru the mindless steps which I can understand why (somewhat) , but sounded to me like they were walking thru a script and didn’t have a clue how to trouble shoot a connection on their own. They told me they wanted to send a tech to come check my lines. The tech came to my house and did his thing he eventually told me my cable modem was bad, I didn’t believe it but since my wife needed to do school work, I agreed.
Well after signing the bill I got ticked so I continued trouble shooting my old modem now I could get to a sudden link page but couldn’t get any thing else. Ok no doubt in my mind the modems good I tried explaining this to tech support who told me they would set the old modems MAC address to my account again, however it didn’t get any better and they couldn’t help me. Finally I had my wife go to the store to take the new one back and get a refund she told them we took it to someone else’s house and it worked fine (total lie). The girl behind the desk looked at our account and said O I see the problem it has your old modem MAC address blocked. She had to get her manager to unblock it and what do you know my bad modem works fine. This was the LAST TIME I called tech support.
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 Review by Al3sinth
UPDATED: 106 days ago
member for 6.4 years, 2481 visits, last login: a few hours ago
Charleston,Kanawha,WV
$129 per month
"Download speed is constant"
"Price, Upload & Latency (better)"
"Wish i could get DSL or FIOS"
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Charter used to own the area I live in, and while their upload was bad as well their Latency wasn't. Since Suddenlink bought the area my latency went up from 20-50 ms higher when it's at the lowest... I am on the 6mb package with the super fast 256k upload! The 6mb Download speeds are very nice i usually see every bit of that when downloading. Although It is very easy to saturate my speeds with the upload speed they give me. I play WoW and times that I raid (8-12) my latency shoots up to 300-400+. There are also outages pretty much every night for about 20-30min, and its not just me cause a friend 2 blocks away also gets the same problems as I do. I really wish Verizon would help me out here and push to get a faster DSL line to me or better yet start working on hooking the state or major areas with FIOS. Verizon is really on the ball another friend a block away has DSL and his latency is 30ms less then mine when I'm at my lowest......
EDIT: Within the last month or so I've noticing that I am being throttled when using the Bit Torrent Protocol. Whether it be WoW Patches or p2p.
Update (1-15-09) Sadly I'm still with suddenlink and stuck with horrid latency. I'm pretty big on gaming and when i see my buds a couple blocks away on verizon dsl getting 5-20ms on servers while im hitting 100+ it gets to me. I can't get below 400-500ms when playing wow at night while a fellow guild member using suddenlink about 15miles from here stays at about 100ms. I can get 12mb now but i refuse to pay their $70 service fee"run a speed test" to come out and check my lines. I would love to get it but that's not gonna fix my latency which is the big issue for me.
Update (1-16-09) After Pete contacted me he had trucks rollin out within a few hours to my house. I was greeted by 3 techs who were all very nice. They came in and actually tested the problem i was having and not just pinging or doing tracert and saying nothing is wrong. I loaded up wow and did a netstat to get the ip for them which they ran tracerts to with the router, modem only and using a meter hooking right into the cable drop. They noticed there was some packet loss, and said it was an interesting case. They got all their test and level readings to take back to their engies and headed out. I did some registry tweaks which lowered me about 100ms and, later that night durring the time I usually run 400+ ping i was seeing 120-170ms !!!! I did a tracert to my wow server and all the att routers i hit on the way there that are usually 180+ were at around 100ms. Im very happy right now! Thanks a lot Pete now if only we could raise that upload speed. :P
Update (8/26/09) Suddenlink recently upgraded the tier I'm on to 8/768, and I see every bit of it + some. I constantly get 8500/800. The only bad thing about suddenlink for me now is that we are still routed through DC and Chicago, so any network we try to access even in our own state is much higher then a network that would be near chicago or DC.
Followup comments: Pete Abel
Premium
join:2008-01-15
Saint Louis, MO
·Charter Pipeline
|  With Suddenlink
I'd like to escalate your issue to senior managers and engineers in your area, to look further into the latency issue, but first will need some more information (name on the account, account number or address, phone number).
You can IM me in this forum, or email me directly: pete.abel@suddenlink.com. | |
| buschman
join:2000-10-28
Oak Hill, WV
·Suddenlink
| Problems again Well things here were better for about a month.... for the last few days, I have noticed my pings going from 30's to over 100. Called tech support this morning to see if there was a problem. I will not mention the name of this alleged "tech", however, it was the same old routine. Do this do that, everything is fine! I tried to explain that I had already powered down the modem, removed my router, etc.! He was not having any of it. Actually got a little rude, "you already told me that!" All I wanted to express was that trace route showed the third hop had 20% packet lose. So after him telling me everything was fine, he asked if there was anything else he could do for me....... hey MR. TECH SUPPORT YOU HAVE DONE NOTHING TO FIX THE PROBLEM, OR EVEN ACKNOWLEDGE THAT THERE IS A PROBLEM! Oh and by the way my bill increased recently....pay more for less.... great way to do business. Hopefully this will go away and my connection will get better. If not I am going to look elsewhere for an ISP. | |
| | Pete Abel
Premium
join:2008-01-15
Saint Louis, MO | Re: Problems again I know we've communicated before, but if you could resend me your contact information, I'll escalate this to higher ups. You can IM me via this forum. | |
| Pete Abel
Premium
join:2008-01-15
Saint Louis, MO | follow up Al3sinth -- glad that worked out for you. If you feel it's warranted, please don't hesitate to increase the ratings/grades you gave us on your review.  | |
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Review by totalradio
UPDATED: 107 days ago
member for 2.2 years, 713 visits, last login: a few hours ago
El Dorado,Union,AR
$89 per month
about 5 days
"Speed is good... when (or if) it works"
"When it fails, you're in for a nightmare !"
"Use something else"
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UPDATE 08/07/2009
My last Suddenlink internet customer disconnected their internet service today and I canceled my television service from them on the same day. So this is my last entry concerning them. As you can read further as to the problems that I've had with this company.
UPDATE 07/02/2008
Well, I had to downgrade them again. Seems they have latency problems (again). Been running pretty good until recently. 60-80 is the norm, but the last few days its been averaging between 250-800. Don't know what to say, but as soon as I can find out, be more than happy to post them here !
Service is getting better (only marginally), and will upgrade them accordingly. If one of my customers wants high speed internet, I usually recommend a full T-1 (from AT&T or BellSouth), DSL, or satellite.
Speed is EXTREMELY ERRATIC, which in business-critical situations, could cause problems. MIGHT be OK for personal use. Seems to be a bit pricey compared to DSL. Having the problems that I've had with this carrier, its gonna take a while to upgrade them. They need to show me how reliable (tech support & connection) they can be.Cable television service isn't much better !
Followup comments: 
Blaze
@suddenlink.net
| Suddenlink .. Good when it works but..... Suddenlink .. Good when it works but.....When your connection drops LOOK OUT...it can be DAYS before your service is restored IF and AFTER you finnaly get to speak to a LIVE person,, my personal longest "hold" time is 4.5 hours (not a typo four and a half hours)even at that I could live with it BUT the connections always drop at the worst times ie: Friday night. 2 out of 5 starts for Suddenlink IMO. | |
| Pete Abel
Premium
join:2008-01-15
Saint Louis, MO | Let us help I'm with Suddenlink, in the corp. office. Would like to help. Please email me: pete.abel@suddenlink.com.
You can verify that I'm legit here: »Suddenlink Tech Support | |
|
Someoneelce
@suddenlink.net
| Ugh. Indeed. Impressive speed and quite nice latancy---when it works. Which is about 3/4ths of the time by rough estimate.
Sure, when its working fully I get 30ms connections at the full 8mbps I pay for clear across the LONGWAYS of California. But quite often I cant get anything significantly below 200ms for a day or two at a time. Talk about killing any latency sensitive online game-y'know, most of them.
Also, outages tend to be a bit odd and their techs in charge seem to be clueless in the basic methodology of figuring out what is causing a service interruption... If you know where to look you can watch them scurry around like hamsters. | |
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Review by spursrock21
UPDATED: 118 days ago
member for 1.9 years, 22 visits, last login: 7 days ago
Scott Depot,Putnam,WV
$203 per month
"Great Price, Quite Reliable, Pretty Fast Speeds"
"There testing bandwidth monitoring in some areas, Speeds seem to flutuate more then they should"
"The increase in speeds is nice but they are still behind most other cable co."
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We had Charter until Suddenlink bought them in 2006, in the beginning the Charter-Suddenlink Transition was not great, reliability issues, Etc. We think the price is great for the Internet we have TV and Internet and the price for the Internet is 34.53. That was a 3Mbps Service but now they boosted the speed to 6Mbps for no extra per mo. Upload is usually always around 270Kbps. We usually get about 6300k down/ 264k up. They now offer a 12Mbps down/ 768Kbps up in our area for 59.99/ mo.
UPDATE: Aug 12th, 2009
Suddenlink has been pretty reliable since the Charter Transition, we have only had maybe 4 short outages total since 2006. We now have TV, Internet, and Phone service all with Suddenlink. The phone service is very clear and for the most part has been very reliable. There TV Service has not changed really at all I think since 2006 they added maybe a total of 5 new HD Channels, picture quality is fine on digital & HD channels, the analog channels however are pretty bad quality.
Today our speed tier was increased from 6Mbps down/ 256Kbps upload to 8Mbps down/ 768Kbps upload   , which the increase is nice but its still well behind the other cable companies. Other companies have deployed DOCSIS 3 and increased speeds a lot more, while Suddenlink is still DOCSIS 1.1 in my area... Regardless the increase in speeds are nice and I'm sure Suddenlink will eventually upgrade to DOCSIS 3 in my area, but for now I am definitely happy for the speed increase!!! Also the price of the internet as of YET has not increased since the speed upgrade
Followup comments: thatguy5245
join:2004-05-25
Dunbar, WV | Price the 12 Meg is only $50 if you also have suddenlink phone service. Without Phone the price is $60. | |
| spursrock21
join:2008-01-07 | RE: Price Actually we were told its 59.99 per month with or without TV/Phone Service.... | |
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 Review by Defiance82
UPDATED: 120 days ago
member for 7.2 years, 2572 visits, last login: a few hours ago
Reeds Spring,Stone,MO
$70 per month
about 3 days
"Service is Great when it's up!"
"Lots of various outages, no redundancy"
"Works well when it does and there is no other providers for the value"
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The service which I pay for currently is Suddenlinks 10/768 package. The connection quality overall is decent when it is up. Suddenlink has no redundancy so when they go down for any reason it does kill the modems from miles away from the trouble area. Due to this fact we do not use Suddenlink for TV services. Since as usual when their cable drops the tv also would drop.
Suddenlink also can not get VoIP since they have said the FCC will not allow it due to the fact their services are not reliable. They had said something about needing a 99% update which they only have 80% uptime from what their phone support says.
Aug. 11th, 2009 Update
It appears SuddenLink is having more issues now. Over the past 24 hours my speeds have been horrible. I'm only getting about 2-3mbps. When I placed another call to complain they said it was due to storms and have said they are working on it. They have been working on for at least 2 days now the rep said. The rep also said they have no ETA on when it will be fixed.
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Review by misterhaze
UPDATED: 126 days ago
member for 7.5 years, 18 visits, last login: 126 days ago
Diboll,Angelina,TX
$53 per month
about 8 days
"At least I don't have dialup"
"Certainly not on par with industry offerings. Cable companies now offer 100mb downloads for around $100 monthly"
"The only viable option for the area"
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I shall not even mention Consolidated DSL as it is not note worthy. I decided to trash the DSL for good reasons and now stuck with a Suddenlink cable modem routing internet to my router I wait for the service to improve (in general if the ISP's network is properly managed cable takes DSL in most instances). I would like to draw attention to the service in general as over time the service lost it's punch so to speak. At first install I had the 4mb download and 512k upload. Insisting that I obtain more bandwidth I ventured to the 8mb download and 512k upload. Upon first arrival of this package I managed to see approximately 90-95% of my bandwidth at any given time. Certainly I did see some loss during peak hours, but for the most part I had a great connection. Suddenly like magic my connection started to resemble the package I had upgraded from. I called in and after numerous runs around the block I still have the same issues. So recently I noticed an even larger offering, 10mb download and 1mb upload. I had to upgrade, so now test of my network revealed my speed to be the equivalent of what the previous package received at first install. In short I must say that if other options are viable please do entertain them. I honestly can't see staying with a company that over time decreases the performance of it's service and gives the customer a run around in the same day. The company didn't even have the nerve to update my bill with the new pricing scheme, I had to call and have it adjusted myself.
I included a test I recently run and ironically enough the speed did improve vastly over other test. I hope someone at the company is listening...
Attachments:
Followup comments: SteveP75904
join:2008-03-29
Lufkin, TX
·Suddenlink
1 edit | I live in Lufkin Currently the fastest connection offered by Suddenlink in this system 8-10 mb down according to this link on the Suddenlink website »www.suddenlink.com/internet/ (lufkin and diboll are the same cable plant, as well as hudson and fuller springs.) The value tier is 1 mb down 256 up, the preferred is 8 mb down 512 up, and premium is 10 down 512 up to my understanding.
--
A government large enough to provide you with everything, is also large enough to take everything away. | |
| Pete Abel
Premium
join:2008-01-15
Saint Louis, MO | With Suddenlink I'm with the company. If you can IM or email me the name on the account, I can ask someone in a senior position in your area to follow up. | |
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Review by Doc_D
UPDATED: 129 days ago
member for 5 years, 48 visits, last login: 34 days ago
Prosper,Collin,TX
$26 per month
about 1 days
"Speed as advertised, 1 day - order to up & running"
"None so far"
"Very impressed. Much improved since using Cebridge 3 yrs ago."
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SuddenLink truly surprised me (in a good way)! 1 Day from order to running.
There's a bit of a background here so let me elaborate.
In first moving here 3 yrs ago, I had Cebridge Connections (a SuddenLink forerunner) and reliability suffered. Outages and very slow (like 58k) speeds). Gave it up in a few months for AT&T DSL. I have had AT&T DSL for 2006-2008, very happy with the service (3Mbs d/l tier). I was out-of-state for a year and returned, ordered AT&T DSL, same package, on July 20th. Supposed to install July 24th. No DSL signal, though the POTS phone service went live on the 24th - reported no DSL sync to AT&T on July 24th. AT&T issued a new order for install by Aug 4th (problems at the CO and/or line, tier 1 & 2 had no info in the system - only a local field tech had the details - and he couldn't be reached). Decided on July 31 that whoever got me internet access first (any access - I didn't care about speed at that point) - got my business. Called SuddenLink on July 31, their customer service told me I should have signal the following day. The contract install tech came, got my cable modem into the system, but no signal. Street tap was dead. SuddenLink rolled a truck on it in less than two hours. The tech manager even called me letting me know the tech was on his way. SuddenLink (a company tech this time) had me up and running in less than an hour. Speed test was about ~7.6 Mb for 8 Mb service (using testmy.net; the dslreports.com flash test gives me 5.5 Mbs for some reason). One-day service - I'm a happy camper!
For the record - I have the 8 Mb package, a D-Link DCM-202 customer-supplied modem (my own). All I can say is "wow" given the experience with the other guys.
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 Review by DataDoc
UPDATED: 135 days ago
member for 9.5 years, 4111 visits, last login: a few hours ago
Greenville,Pitt,NC
$59 per month
"Prompt courteous service; Techs helped resolve modem problem"
"DON'T USE Trueswitch software to migrate email settings!"
"Erratic at first after switch from Cox, settled down and smooth sailing since"
| Pre Sales information:
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(ratings match consensus)
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07/28/09
Only about a half dozen outages, indicated by my DSLR Monitor showing gaps. Most of these were caused by turning off my PC during thunderstorms.
Overall, good service.
10/17/08
Speed has gone up to 8MB down, still 512 up. Newsserver sometimes has been erratic, but it looks load related.
Only one or two outages, most I didn't notice, except that my DSLR Monitor showed gaps. Even these may have been caused by my turning off my PC during thunderstorms.
Overall, good service.
04/13/08
A few minor outages in the last year, none more than a couple of hours long. Calls to support have been answered courteously and accurate explanations were given.
I have switched to OpenDNS and other mail servers (alternate ports for sending, as regular ones are blocked) to avoid SuddenLink's overloaded ones.
Overall, since I only rely on SuddenLink for the connection, I like the service.
09/07/07
I called support this afternoon and complained about new accounts getting speeds loyal customers had to wait for, and the mumbo-jumbo you did with your account. She explained the policy was given to them, blah-blah-blah. I thanked her and asked to speak to a supervisor to register my complaint. I was on hold for about 3 minutes, and then she returned, she told me the supervisor wasn't available, and that she had turned on the upgrade for me.
And, so she had.
My speed test results: 6619/530kbps
Not exactly maxed out, but I'll test again at a better time. I usually get ~3600/500kbs.
06/21/07
Called about high packet loss and loss of sync about 2 weeks ago. SuddenLink sent 2 techs out over a 3 days period. Both arrived on time and ultimately resolved the problem to be my Surfboard 4200 modem going bad. I bought and installed the new modem and called SuddenLink to register the serial numbers. It only took a few minutes and I was back online, but when I really began to use the net the next morning I saw the speed was very low. DSLR's speed test confirmed I had a 256/128 connection. A call to tech support confirmed that the tech hadn't deleted the old record, and with 2 modems in the system, only the first (old) modem got the correct speed. The tech deleted the old record, speed returned and she said she would talk to the (newbie) tech about the problem.
When you register your modem, before you end your call make sure you have the tech read back the serial numbers to you . There was no problem here with that, but Cox got it wrong and it took much longer to track it down.
11/2/06
I was a Cox customer for the last 2 years and was satisfied overall with the service. This review will cover the switchover and what has happened since then.
I watch my monitors pretty regularly, and the the one from the New Jersey site used to average in the 20ms range, but after the sale to Cebridge, it slowly crept up to around 100ms, with large swings. Two Sundays ago we were switched to SuddenLink's network and the pings are down into the 30ms range, without the large jumps that occurred on a regular basis.
Yesterday I switched my Cox account info to SuddenLink's, using their 4 step procedure at »suddenlink.net During this I used the Trueswitch software.
I only had one account on the old Cox network, so I went ahead and tried out this feature when I was transferring my Cox account to SuddenLink. I have Outlook, and use many non-Cox mail services, so your mileage may vary if your setup is different.
The first thing Trueswitch does is go through your mail and creates a new folder under Inbox, and then moves a copy of every email folder and its contents to that new folder. This took over 20 minutes for me. Once I found the duplicate folders I deleted them. The originals were unchanged.
Next Trueswitch goes through your Contacts List and sends a "change of address" email to every address in it. 99% of the people in my Contacts weren't even aware of that Cox address, and I spent last night getting "Is this from you?" emails, replies from mailing lists that told me how to really change my address and bounces from "announce only" lists.
Trueswitch seemed to imply it would change the Outlook POP and SMTP settings as needed so I could send mail using SuddenLink servers, but that didn't happen. I changed them later. Their instructions are here: »https://account.suddenlink.net/selfcare/···ngs.html
These assume you only use their servers, so if you don't, do as they say, except change the settings shown on the 3rd graphic from "Use same settings" to "Log on using" and fill in your SuddenLink account info.
All in all, I wouldn't recommend using this if you use other mail services. If you used Cox for your mail, you may still have to change the settings yourself. It might be good for average users, but if you're experienced, do it yourself.
One last thing, my IP seems to change every 2 days. I've had to install a dynamic IP updater to keep my monitors useful. With Cox, it only changed twice in 2 1/2 years.
Followup comments: setishock
join:2006-04-18
Marietta, GA
| SuddenLink in Greenville, NC Ours is a commercial account for a medium sized hotel here in Greenville, NC. Doesn't appear to be any P2P or RapidShare throttling or blocking. The guests love to swamp my network with those.
Anyway only complaint is minor drop outs from time to time and the big one several months ago when their servers got hacked. That lasted a couple of days.
Overall it's ok but they could do better. | |
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