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Review by derpygirl See Profile

  • Location: undisclosed location
  • Cost Contract price not specified.
When it works: It's great
Like I said, when it works. That's rare.
Honestly? Buyer Beware
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Okay, back around 2011: My family got Suddenlink internet after dropping AT&T because they charged us a fortune. At first it worked pretty well. It was fast, it was reliable, and it was pretty okay. Sure, there were outages a few times but overall, it worked okay.

That is until we got the cable added in with the Tivo Box. Now for them to do this, they had to put in a cable that ran outside across the backyard. They said they would get someone to bury it in a month's time. They didn't actually do that until 5 months later, when our dogs chewed up the cable and ruined both the cable and the internet.

Once it was buried, it was okay. Until around 2014, when it just started dropping like crazy from 12pm - 5 pm. Now for me, I use the internet constantly for web surfing, gaming and just being social with my friends. However, most of the time I have to wait until the connection stabilizes to do anything. Even when we call Tech Support to come look at our service and see what the problem is, we have to be on hold for 45 minutes or longer for them to keep asking us if we reset our modem. Which we have: SEVERAL TIMES.

The last time we called them, we were given the whole treatment: listening to a robot voice, waiting forever to actually get a person to talk to us, them asking us if we reset our modem and then finally someone asking what was wrong. After talking for awhile, we got someone to come over at 4-6 pm. Which for my family, that's difficult because no one is really home until after 5. It didn't matter because they didn't show up until 6:30 pm about 30 minutes before their shift ended. Really, they just stood there and did what we've done several times and told us it was nothing.

Now, it barely connects to either of our devices. All of our phones, our Mac, the three Windows laptops in the house and my niece's Samsung tablet. The Tivo Box works fine but the internet doesn't.

Honestly, I don't know what happened between those times but nothing has been working. The customer service is really shoddy. The connection is unreliable, especially during a storm [ rain or snow ]. The speed is slower than molasses in January half the time and it feels like we're not getting our money's worth.

It can work, but most of the time it doesn't for us. So, if it works for you: then you're lucky. From what I've seen with multiple reviews, this internet isn't the best as they advertise. But hey, it may just be us and the area we live in. We don't know, we can't get a solid answer out of them.

member for 9 years, driveby review (so far)
updated 9 years ago

totalradio
join:2007-09-15
El Dorado, AR

totalradio

Member

And don't expect to get an answer.

Suddenlink has a bad habit of providing lip service to its customers. I run a computer service company and I started getting complaints from some Suddenlink customers. They all had the same problem, and started calling their "tech support". They're neither "tech" or "support", got the run around, the obligatory "we're sorry but there's nothing we can do". Until...

I decided to take it just a little further up on the pecking order within the company. Did a little research, and got a couple of key email addresses. So, I took a shot at it to see what might happen.

This was on January 5, 2015 around 8:30am. I explain my problems in detail (forcefully) and "explained" what was about to happen. Like magic, around 11:00am that same day, the problems were being tended to and by the end of the next business day, all was well.

If you want to try what I did, just shoot me a PM and I'll give ya a couple of folks you can email. If it worked for me, it just might work for you.

Review by Hinkster See Profile

  • Location: Elkview, Kanawha, WV, USA
  • Cost: $164 per month
  • Install: about 2 days
No lapse in Service during transition to cable telephone service
When there is a problem they are difficult to reach. No phone or net.
Wish there were more competition for better rates
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Once you can get in touch with them problems are resolved quickly.

I have added their phone service and amazingly my phone lines are clear without continuous pops and cracks that neither verizon nor ATT could ever repair. F the damn phone companies and may they die slow withering deaths as they lose customer after customer to better rates, service, and quality.

Kudos to Suddenlink because they appear the next day or that day to repair what it takes Verizon 2 weeks to get to. I was without telephone for 4 weeks last summer waiting for them to get to me and then fix the phone. If that had been my internet service I would have been irate.

member for 20.9 years, 7846 visits, last login: 1 day ago
updated 9 years ago


abc12345
@mpk-mres.charterpipe

abc12345

Anon

switch to another ISP

It's easy, if you don't satisfiy with your current ISP, just cancel the service and get another ISP. Don't be suffered at what you paid for.

Sady
Fenway Fanatic
Premium Member
join:2000-10-07
Ludlow, MA

Sady

Premium Member

Re: switch to another ISP

With comments like that who needs enemies

bluesun
join:2003-08-14
Hughson, CA

bluesun

Member

RE: switch to another ISP

Most of the time you only have one choice whether it is cable, or DSL, so if there service is horrible but the only broadband option they have they have no other choice.

Review by Assassinx See Profile

  • Location: Mammoth Lakes, Mono, CA, USA
  • Cost: $55 per month
  • Install: about 3 days
Listens to their customers with more upgrades coming soon.
Nothing Anymore as of 2-13-2015
Get Suddenlink Internet if you can in the Inyo/Mono Area -
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Updated Review as of - 2-13-2015

Internet Price is $55 a month for the 50/3 and now that they have upgraded my node and they have upgraded the Servers at the central office speeds are consistent even when it is busy in town.

Install Process was smooth and easy. Very well coordinated.

Nothing is supplied unless you want to rent a modem at 5$-10$ a month. (just buy your own Modem and Router)

After calling and complaining and getting Tier 3 support I was finally given a call back by a nice technician who explained the issues I was having were due to an Overloaded Node. He explained they had ordered new equipment but it wouldn't be installed for a while (This was in December 2014). I got a call saying they were going to bring the network down on Thursday night 12:00AM for upgrades on the 13th of February 2015. After the upgrades went into place I have not had a single issue and speeds are very consistent. There is talk of upgrades again this summer for 107Mbps down and 5-10Mbps up.

I complained to the prior to the upgrades which I actually got a call back not to long after. It appears suddenlink definitely is working to help out the customers. If there are problems in your area report it to LEVEL 3 tech support and they should be able to help out. (Know that sometimes upgrades will take 3-6 months)

Thanks Suddenlink for resolving ALL my issues. I highly recommend their service now.

member for 17 years, 416 visits, last login: 8.1 years ago
updated 9.1 years ago


linicx
Caveat Emptor
Premium Member
join:2002-12-03
United State

linicx

Premium Member

If you are

If you are only paying $70 for 50/3 then kiss them. I'm paying close to $100 for 10/1.

They all oversell the service, charge too much, and have poor tech support. If you do not live in LA or SF or SD, or San Jose be greatful for what you do get. I live in an area where dialup speed is the norm for CL and the other net providers. Most are a duopoly of phone companies. They all collude on price, speed, territory, and scheme to keep competition out of our small towns. ~ Lived it in small town America for too many years.

Review by monster87 See Profile

  • Location: Royse City, Rockwall, TX, USA
  • Cost: $130 per month (month by month)
  • Caps of 250 gigabytes/month
In the beginning, they were a fundamentally a good cable isp. Since 2011, they've gone downhill, and have now reached bottom
DATA CAPS (Ridiculous!); My bill has jumped from $77 to $120 because I went over the friggin data cap
Their internet is the worst I've ever had. It goes out 5-9 times a day, every day. Actively choose to avoid this comapny.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Avoid this company like the plague. They jacked the over the cap fee from $5 per 50mb to something much higher without any meaningful notification.

member for 10.5 years, 4 visits, last login: 9.1 years ago
updated 9.1 years ago







Review by SixBeard See Profile

  • Location: Sanger, Denton, TX, USA
  • Cost: $110 per month
  • Caps of 250 gigabytes/month
Customer service employees are polite.
Speeds are very inconsistent. Bandwidth limits need to be updated now that "streaming only" households exist.
Inconsistent speeds. Low, costly caps.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have been with Suddenlink for many years because it's the fastest service offered in our area. We signed up with the 15Mbps package and have since been 'Boosted' to the 30Mbps package. Our base cost is $65/month but we end up paying around $100/month because of overages. The first year or so after connecting with Suddenlink was enjoyable but it has gone downhill from there. It is nice to have new speeds available but they are inconsistent and the bandwidth caps that have been re-established are not up to date with how individuals receive their content.

Suddenlink recently opened up 50Mbps in my area but our caps do not change with that option. It used to increase based on what tier package you had but now it seems all speeds are limited to 250GB per month, or at least that is what I was told during my last call to customer support. In my house we stream all of our watched entertainment through Netflix, Youtube, and other sources(all legal). If you have television included in your package you can watch all the tv you want with no cap but somehow internet coming in on the same line, being used for essentially the same thing, is being capped.

When the speeds are good things are nice but they fluctuate so much throughout the day that it's hard to get what I'm actually paying for. I ran an automated speed test for 24 hours and the only time I got my advertised speed was between Midnight and about 4am. Most of the daytime speeds are anywhere between 4Mbps and 15Mbps.

Every time I have talked to customer service they have been polite and friendly. While they can't always help me, usually because of company policy limitations, it seems they do try their best.

member for 9.1 years, driveby review (so far)
lodged 9.1 years ago


Review by lcornejo See Profile

  • Location: Huntsville, Walker, TX, USA
  • Cost: $55 per month
Bandwidth usually overdelivers
I never been impressed with latency
Gets the job done for most activities, even voip, but usually gaming is frustrating, high latency is just not ideal
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

ISP that delivers in terms of promised bandwidth in my neigborhood. But the latency (bufferbloat or routing) is way to high as of late in my area. Walker Co. Texas

Update 2014/12/17:
I got some speed upgrades this month! So far so good. The latency issues haven't been a major problem, but from the recent network changes the west coast pings improved greatly.

member for 10 years, 1558 visits, last login: 1.1 years ago
updated 9.1 years ago







Review by moldypickle See Profile

  • Location: Haughton, Bossier, LA, USA
  • Cost: $124 per month
  • Install: about 12 days
  • Caps of 350 gigabytes/month
Decent Service
tv portion seems high priced
ok so far
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

updated January 2015
8 channel x 2 channel bonding active in my area, ready for the upgrade wave to role through. Pete has helped yet again. Had a firmware bug in a modem on the approved list that he got me in touch with the right people to report this. Replaced modem and going smooth again. Connection has been stable except for a couple nights of maintenance between midnight and 2, give or take.

*********
updated June 2013
Asking a phone rep about better pricing resulted in a lower bill and faster service. Pretty stable 50/3 with little to no slow downs and basic cable with the HD box. I still feel that requiring a $6/month cable box to be able to watch "free HD" is a bit of a racket.

*********
updated march 2011
Some connection issues had come up but Pete was able to get me in contact with senior management locally. the problem had already been rectified by the time i was conference called with the manager and lead engineer. dealing with people beyond grunt level is very pleasant and productive. internet is now stable and tv works good. beyond the price, i'm content paying for this service.

*********
Well, I ordered my cable on the first of July and the hookup date was all the way out to the 9th. Friday rolled around and no cable man. Turns out he came three hours before the time slot and never called, then went home and started his vacation. The first two times i called in they tried to tell me that they didn't do instalations in the afternoon, then they were telling me that they couldn't install because i needed cable installed in the attic (of my trailer..... ya. that's something the sales lady had asked when i ordered).

so monday came and i finally got hooked up. the service technician, an outside contractor, gave me a hard time because the work order wasn't for a new install but finally ran the lines since i had already paid the extra install fee way back on the first of the month.

since then i've had pixelized tv service frequently and my cable modem drops during the day as i'm experiencing up to a 14db power swing on the upstream side. Currently awaiting another service tech to come out as Motorla advised that the issue i'm having is the modem is turning off and back on due to a power need above 58db up. and this is all on brand new wiring not even a week old.

at this time i'm not impressed what so ever with service OR customer support.

member for 15.2 years, 4891 visits, last login: 178 days ago
updated 9.1 years ago

Pete Abel
Premium Member
join:2008-01-15
Saint Louis, MO

3 edits

Pete Abel

Premium Member

With Suddenlink

I'm with Suddenlink and authorized to assist customers posting in this forum. (Reference: »Suddenlink Tech Support)

I'd like to work with senior managers in your area to help resolve the issues that you're experiencing. To get started, would you mind sharing with me the name on the account? Also, please confirm that you receive service from us in Bossier City, La. Since I don't check these pages daily, the fastest way to reach me is by IM (via this forum) or direct email: pete-DOT-abel-AT-suddenlink-DOT-com. Thanks.

chamamat
@suddenlink.net

chamamat

Anon

suddenlink over charges

I have been with suddenlink for sometime now, I will say about four years.I think they are the most expensive company in the U.S. I have friends in Dallas that pay half of what I am paying for more than what am getting from Suddenlink. Suddenlink have no competition around Tyler, Tx so they feel they can do whatever they want. Right now, am having problems with my service but they will never fix it. They are acting as if they don't know what is going on.

moldypickle
Premium Member
join:2009-01-04
Haughton, LA
ARRIS SB8200
Ubiquiti UDM-Pro
Ubiquiti UniFi UAP-nanoHD

moldypickle

Premium Member

Re: suddenlink over charges

time warner gives them a run for their money on high prices. but it's bad when right across the river Comcast is selling the same basic cable package for 10 bux a month with internet service (around 35 for 10 megs) vs suddenlink charging around 56/month for basic cable, not counting box rental fees.

chamamat
@suddenlink.net

chamamat to chamamat

Anon

to chamamat
That is exactly what am talking about. This is a modern day robbery.
Pete Abel
Premium Member
join:2008-01-15
Saint Louis, MO

Pete Abel to chamamat

Premium Member

to chamamat
I'm with Suddenlink at HQ. I would be delighted to look into the issues you're experiencing if you're willing to contact me with the name on the account and confirmation of where you receive service. I'm vetted to help customers in this forum. Reference: »Suddenlink Tech Support.

You can reach me via IM (through this forum) or email: pete-DOT-abel-AT-suddenlink-DOT-com.

chamamat
@tjc.edu

chamamat

Anon

Re: suddenlink over charges

I don't think you guys can fix this problem. This has been going on for more than a year now. It was just last month that a technician was sent to my house but was unable to resolve the issue. I have three friends living in my complex who are complaining of the same thing. We are mobilizing to get enough signatures from the complex and force the apartment owner(which is Sherwood Forest in Tyler, Tx) to allow Direct Tv and Dish Network to provide us with their service. Hopefully this will be done by next month.

Review by Omne See Profile

  • Location: Dunbar, Kanawha, WV, USA
  • Cost: $65 per month
  • Caps of 250 gigabytes/month
Great speeds for the price
Having to keep upgrading modem to get new speeds
Speed upgrade not free but great speed
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have had suddenlink for about 2 years now, first started out with 15/1.5 with their modem and paying a 5.00 month fee. They started to advertise free speed upgrade but to get it you either had to pay a install charge of 20.00 plus a 10.00 month fee for a new modem. I went with buying my own modem sb6141 for about 60.00 and then calling tech support and giving them the MAC address it went very well a little less than 20 minutes I had 50/5 speed.

member for 23.5 years, 4643 visits, last login: 3.8 years ago
lodged 9.2 years ago


slinkyman
@74.197.132.x

slinkyman

Anon

speed upgrades

I keep seeing commercials about free speed upgrades, but I'm still at 15/1.5, and my modem is docsis 3.0......maybe a phone call is in order.
Jowmu
join:2009-05-04
Lubbock, TX

Jowmu

Member

Re: speed upgrades

maybe a dumb question, but have you power cycled your modem? I kept waiting as well, and found out all I needed to do was power cycle it so it would download the new config file.

slinkyman
@suddenlink.net

slinkyman

Anon

Re: speed upgrades

i have, yes....several times. what did your speed upgrade to?
Lindsey
join:2008-12-16
Gypsy, WV

Lindsey

Member

Re: speed upgrades

we still havnt seen speed upgrade in gypsy wv yet..and local tech has no clue about it
jmorison
join:2001-12-08
New Bern, NC

jmorison

Member

Upgrade was free for me

I had their DOCSIS2 telephone modem, ran internet and phone, with 15 Meg service, got a new DOCSIS3 from Suddenlink for free, along with a splitter and 25' cable, plugged it all in and went to 50/3 service (tests at 51/5). It is free for some markets, or perhaps some combinations of services.

Review by Nyron See Profile

  • Location: Charleston, Kanawha, WV, USA
  • Cost: $55 per month
  • Install: about 7 days
Stable and fast. Cannot ask for much more.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

When Charter brought cable modems to Beckley I was one of the first to obtain one. I can still remember the tune of the shark fin modem, as it often reset letting me know there were problems. That always seemed to be the issue with Charter, when I moved to Teays Valley it was really no different. My connection would drop several times a week. This led me away from Charter and I had dsl for a few years.

I have been back with Suddenlink for about 6-7 years now and overall I am very pleased. Their internet has typically been rock solid. Their speeds are fast, especially for WV which is an infrastructure and investment nightmare. They are getting ready to increase speeds, despite not really having any competition (DSL is pretty much irrelevant in my opinion).

Overall very happy with the internet service. At times, their tech support can be a bit marginal, but they are usually easy to deal with. I highly recommend them.

member for 16.4 years, 909 visits, last login: 6 years ago
updated 9.3 years ago


ECU Student
@150.216.178.x

ECU Student

Anon

Sudden Link Cable

Only when I am at ECU does my cable go out constantly. I would not recommend Sudden link to anyone!!!
Pete Abel
Premium Member
join:2008-01-15
Saint Louis, MO

Pete Abel

Premium Member

With Suddenlink at HQ

I'm vetted to help customers in this forum: »(post #24974222 no longer exists). If you would like assistance, please let me know the name on the account, which you can send by IM through this forum or directly to me by email (pete.abel@suddenlink.com).

Review by DSMCasey See Profile

  • Location: Sanger, Denton, TX, USA
  • Cost: $70 per month
  • Install: about 30 days
Fastest Net in Town.
Have had some hiccups over the years with service but they have fixed.
If you have faster available, get it, if not SL may be perfect for you.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have been with them over 9 years, back from when before they were suddenlink they were Cebridge connections in my area. Over the years there have been some issues with service such as cut lines, broken equipment (on their end), and things like that which have put my service off for a few days or even a week. However, they have fixed these issues and they are easy to contact on these forums. I also don't care for the data caps at all, but have come to live with them. The caps are 350GB for the highest tier and 250GB for the lower tiers (maybe less). You can now prepay for more bandwidth if you want and that will cost you less than going over and not prepaying.

All in All, they are the fastest in town and the service on these boards is great, the service on the help line not so much though.

member for 20 years, 149 visits, last login: 5.9 years ago
updated 9.3 years ago


Smokey99
join:2004-06-25
Huntington, WV

Smokey99

Member

I'm sorry to hear you're having problems...

I have had SuddenLink for about a year now; speeds are consistent and excellent. I am on the 20/2 plan, and when this speed test was completed, I had BitTorrent running on another PC...


DSMCasey
join:2004-03-27
Sanger, TX

DSMCasey

Member

Re: I'm sorry to hear you're having problems...

Wow - That's great speed. They don't even offer a 20mb plan here and we are not on Docsis 3. You are one of the "lucky ones" apparently...I told them I would buy more speed if they could deliver it, hoping to get to Docsis 3, but so far no luck.

I live 15 miles from Verizon FIOS - You should see those speeds - 35mb up and 35mb down all day long...on a system that was built for 1Gig up and down....I'm Jealous!

-Casey

bdh
join:2007-08-21
Little Elm, TX

bdh to Smokey99

Member

to Smokey99
When they mess you over (which they will) file a complaint with the FCC.

I've had two weeks of horrible service after 7 years... i'm calling the FCC!

i'm assuming you only have 1 pc hardwired into the modem, and have optimized your pc to ensure that its not a pc problem ... so there shouldnt be any concern to whether or not you will be charged for a tech to come troubleshoot and confirm that the issue is inside/outside.