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Review by iomegadrive1 
member for 1.1 years, 1 visits, last login: 1.1 years ago
lodged 1.1 years ago
 Russellville,Logan,KY
 $31 per month- (12 month contract)
 about 7 days "Good Speeds in afternoon" "In the evening speed drop to dial-up speeds, Management" "This ISP has been scamming customers on all front for years"
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I used this ISP about 3-4 years ago in Kentucky. This was the only option for the area we lived in so we were happy to have Cable Internet. Shortly after we signed up it was fine, however after an extended period of time (when we were comfortable) the speeds started becoming a MAJOR issue between 6pm and onwards, making is imposable to do anything due to the speeds dropping to 30kbps which is BELOW Dial-Up. This kept happening so we called a technician who replaced our modem, fiddled with the box outside. Lasted for a few days before slowing again. Before we were about to move we called Tech Support again and they had the nerve to say the reason was the TV Digital conversion thing happening at the time and that is was cluttering up the cable signal which made 0 sense. After we moved we got ATT but later we had to move again. Now I am forced to use Wireless Internet because Suddenlink is the only other option and I am hearing that absolutely nothing has changed, people are losing connection at night with no help and are receiving obvious copy and pasted messages on here. They have not changed a thing in 4 years. It is a scam. However I have heard of ways to get them to give you what you ordered.
1. Educate yourself about what you should be getting, and about computers, tell tech support that you know what you are doing.
2. Review the contract, some ISPs abide by the 5 9's rule. Which means it should operate at normal speed and be online 99.999% of the time.
3. Report them to the Better Business Burough
Comments:
 Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
 ·Charter
| At Suddenlink Corp. HQ I'm vetted to help customers in this forum (»Approved Suddenlink Tech Support Agents) and would like to try to assist you, as well. Please email me the name on the account and I'll escalate the issues you're experiencing to senior management for your part of the country. | |
| | | Just exactly right. Also check to see if your State has an Ombudsman or an Attorney General consumer section for complaints. I am so displeased with Suddenlink and their customer service is extremely poor. | |
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Review by ArcAngel
member for 2.4 years, 27 visits, last login: 1.1 years ago
updated 1.1 years ago
- Charleston,Kanawha,WV
- $100 per month
- about 2 days
- "Works, no problems"
- "None"
- "good all around."
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Great service, speed is great no lag or any issues. Moved to another area served out of charleston, Still works great and no issues.
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Review by blueline
member for 10.7 years, 1319 visits, last login: 281 days ago
lodged 1.1 years ago
- Washington,Beaufort,NC
- $65 per month
- "Reliable"
- "Phone CSR's"
- "Field techs are very helpful. The fact that SL people actually read the forums is great"
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Reliable service.
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Review by barcodenow
member for 7.6 years, 2 visits, last login: 6.3 years ago
updated 1.2 years ago
- Minden,Webster,LA
- $120 per month
- "Great service, knowlegable back end support"
- "Dumbass installers."
- "Great service, just make sure the installer totally understands the install parameters!"
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We've used this provider for several business and home accounts. Most
recently a customer was moving from a legacy T1 (yes people still use 'em!)
to Suddenlink's 12x2 business service. Ping times went from 34 ms down to
18 ms to Google.com. Speeds went from 1.55 (T1) to 13x2.3 for a max, ~6x2
during busy times.
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Review by TJGentry
member for 3.1 years, 30 visits, last login: 25 days ago
updated 1.2 years ago
- Hornbeck,Vernon,LA
- $60 per month
- "Customer service is... reasonable?"
- "Had 3Mb pkg since '08 with no upgrade in sight."
- "Get something else."
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Let's see, I've had SuddenLink since they took over Comcast/ Cebridge in my area (4-5 years). In that time, I've had quite a few small problems with no really big ones. I have had the 3Mb package since I first got the service and have been told two years ago that my area was supposed to be getting upgraded to 5Mb. That hasn't happened. I'm getting tired of being stuck at 3 when there are companies like WildBlue and HughesNet that use satellite and STILL get 3Mb down reliably. I feel like a dedicated landline would be upgraded atleast every two years. AT&T offers 6Mb for $35 a month with their DSL which I'm thinking about switching to for a good while. I've held off because I guess I was holding on to the hopeless idea that SuddenLink might *gasp* actually upgrade our area.
Oh and btw, according to the government BROADBAND is over 4Mbps. SuddenLink doesn't support that, therefore SuddenLink isn't a broadband operator. I mean anyone can get child support so we know our gov'ts guidelines are easy to make so if SuddenLink can't meet those requirements.... I'll let you finish that sentence.
2/11/10 - Regional manager came out today to work on my line. Recognized the problem fast and even was going to redo the cables going to the house from the road as they are in terrible shape. Lines exposed on the ground..etc.
However like AT&T they focus on getting high speeds in bigger cities and ignore the little guys in reference to upgrades. 45-ish miles away I can get 20Mbps down where as I'm stuck with 3Mbps down here still. I am content with services I have; just would like faster speeds.
3/1/12 - SuddenLink has instituted data caps and has now lost its advantage over other companies. Sadly, they are my only option for Internet. 15 miles north of my house I could get a 60/60 connection for the price of my 3/.5 with SuddenLink. I guess locally owned ISPs are the way of the future; Reasonable prices and no caps. Back to the topic, data caps have ruined my experience with SuddenLink. I extensively use online video services instead of cable tv and with the caps they are instituting, that is no longer an option. I geuss it wouldn't be so bad if the "digital cable" looked halfway as good as Netlfix HD streaming.
Comments:
Reviews:
 ·HughesNet Satell..
| Concerning Satellite Not sure why you plugged Satellite internet as a reliable and viable alternative to Cable internet. They are neither. To get 3mb service you almost need a second mortgage, and thats with hughes, wildblue does not offer anything above 1.5 at the moment except with perhaps commercial. Id love to have 1mb reliable dsl or cable, but am unfortunately tied to satellite for the unforseen future. Lets not forget to mention the DAILY download limits of 400mb or less, and a latency that averages 1000-2000ms, making any sort of online gaming virtually impossible. I can understand your frustration with the slower speeds, because suddenlink does offer in excess of 20mb up in some areas, but its a hell of a lot better than satellite. | |
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Review by cashprofit22
member for 1.2 years, 0 visits, last login: 1.2 years ago
updated 1.2 years ago
- Abilene,Taylor,TX
- Contract price not specified.
- about 1 days
- "Superior"
- "Very Happy Customer"
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I was having problems with my internet wireless service.. Not no more had a suddenlink technician come to my residents and fixed my problem in less than 30 minutes.. Great job Daniel Flores Tech id 78490..Thank you ..
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Review by hr.goodrich
(review was emailed from domain gmail.com)
lodged 1.2 years ago
- Flagstaff,Coconino,AZ
- $59 per month
- (month by month)
- "when it works it's fast,"
- "it's never fast. http://www.speedtest.net/result/1780273401.png 10meg down 1 meg up."
- "i'm looking for new provider."
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»www.speedtest.net/result/1780273401.png
plain and simple. i should have 10 down 1 up. my ping times have gone crazy high sense they bought out NPG cable. i'm looking into other internet providers.
i called tech support they just blamed it on anything other then their problem. then they told me i didn't know what i was talking about in terms of my ping going from low 30's to now around 80-110 from the same servers. the low 30 was before suddenlink bought out NPG cable. they will tell you is the web site or your computer or router or anything but suddenlinks problems.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to Investigate I'm at Suddenlink Corp. HQ and I'm vetted to assist customers in this forum (»Approved Suddenlink Tech Support Agents). Please IM or email me (pete.abel@suddenlink.com) the name on the account, and I will gladly look into this for you. | |
| | | Having same problem with slow D/L now all day I have been having this problem since October 2011. I had a tech come to my apt. 3 or 4 different times trying to resolve the same issue of slow download. I pay for 15mbs and I get 1-4mbs I used to get full speed in the early morning until about noon but now it is around 2mbs almost all the time. they had changed my cable wire in my house, gave me a new modem, the last time the guy thought it would be a signal tweek they could perform today but it is still the same. The message I'm getting now is "oh, you're by the NAU college, that's why it's slow" If that is the case don't advertise 15mbs to me and sell me a service that can't be provided. I not only waste $$ on the cable bill I pay every month but also my netflix and Hulu account that aren't usuable, the video games I payed for I can't play online, I can barely get the stuff I need online for work and school. It's sad that they are the only providers in my area that offer the high speed downloads I desire.
Speedtest:
»www.speedtest.net/result/1776057278.png | |
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Review by samanthak
member for 1.2 years, 0 visits, last login: 1.2 years ago
lodged 1.2 years ago
- Jefferson City,Cole,MO
- $72 per month
- about 6 days
- "cant find anything good about this"
- "suddenlink scores in the 28% range of service out of the whole USA,i give them 0%"
- "Looking for new service Do not want DSL"
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There customers service has said this is there problem not not mine at all,guess what im still [paying for the fastest speed they offer and the worst speeds ever.they make appt. for there Tech to come and fix the problem ,which takes over a week ,last appt. they didn't even show up,This has been going on since November 2011,i have given up spending hrs on the phone 5 times to accomplish Nothing.They are also my cable provider, terrible service,if it thunders the cable/internet will be out till the next business day.currently looking for a new broadband provider, i will never use Suddenlink, again,i have 2 months of speed test saved to back up my claim.I have 3.0 broadband with a Motorola modem for $37.00 a month on the internet Not worth it.
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Review by TexCustomer
member for 1.2 years, 1 visits, last login: 1.2 years ago
updated 1.2 years ago
- Nacogdoches,Nacogdoches,TX
- $76 per month
- "Friendly, send technicians promptly."
- "Last three weeks, VERY slow speeds."
- "I pay for 15 Mb/s download speed, it's constantly getting under 3 Mb/s recently."
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Got connected July-August 2011, and other than the every now-and-then reset needed, it was going good, up until approximately three weeks ago.... Since then our download is constantly extremely low, seeing anywhere from 3-6 Mb/s download speed (We pay for 15 Mb/s). In the last few days, it's been a constant below 1 Mb/s download, which is ridiculous.. I'm an online gamer, and I can barely even log-on without being disconnected, and when I am able latency has not been below 150 ms and it shoots up to 175 and above constantly.. Third technician coming tomorrow to check for problems.. Let's hope the third time is the charm (even though I shouldn't have to be calling this many times to get another person out here that "can't find any problems"..)
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| With Suddenlink Corp. Office Let me know how it goes. I'm with Suddenlink at HQ and am vetted to help customers in this forum (»Approved Suddenlink Tech Support Agents).
You can IM me through the forum or email me directly at pete.abel@suddenlink.com. | |
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Review by bsonk
member for 1.7 years, 8 visits, last login: 1.3 years ago
updated 1.3 years 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
Lake Charles, LA 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:8 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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