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Review by kilroy0097 
member for 1.6 years, 9 visits, last login: 57 days ago
updated 57 days ago
 College Station,Brazos,TX
 $203 per month "Quality Internet Services" "Poor quality in Digital TV Service" "This is the only physical cable provider in town so you are stuck with them."
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I have been a customer in this area through multiple companies as each was taken over by another. From TCA to Cox and now Suddenlink. Through them all I have had cable and internet services. My current services include Basic Digital, Family Package, Sports & Info Tier and HBO. We rent a DVR and a Digital converter box. My internet package is the 15mb down / 1mb up and I own my cable modem. While Suddenlink's internet service is pretty good I have had nothing but issues with Suddenlink's Digital TV service. Not only is their Digital TV signal poor and filled with pixilation and audio quality issues but their Digital hardware (Converter and DVR) are subpar and years behind other cable providers. I have contacted their service department multiple times over the years and each time they send out a technician that can find nothing wrong with my signal to my home nor with my home equipment. I have replaced my DVR to see if that was the issue and it did not fix anything. The Digital signal is still frequently messed up and the audio qualities cutting in and out is a frequent occurrence on live television, on multiple channels and on recorded shows on the DVR. This combined with rising costs for the service and poor channel package combinations has driven me as a customer to seriously consider alternate providers. Unfortunately since Suddenlink is the only physical cable provider in my area I have to look to Dish Network or DirectTV as the only alternatives for Digital Television. I am currently looking at DirectTV as a solution. I have written Suddenlink emails in complaint of their recent product. If nothing comes from that I do believe I will be leaving Suddenlink and physical cable for the first time. I've been a cable TV and Internet subscriber since 1997.
Just to be completely clear. I believe the issues I am having are due to the local or regional branch of Suddenlink and may not reflect on the company as a whole. Also I have not tried the TIVO which they are pushing these days and can not comment on if that improves the quality or not.
Comments:
 Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
 ·Charter
| Offer to investigate I'm with Suddenlink's corporate office and I'm vetted to help customers in this forum (»Approved Suddenlink Tech Support Agents). I can't promise I'll be able to help you, but if you're willing to share (by email or IM) the name and address on the account, I'd like to try, involving the senior-most executives in your area. Let me know. Email is pete.abel@suddenlink.com. | |
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Review by georgew3
member for 9.8 years, 46 visits, last login: 82 days ago
updated 82 days ago
- Pflugerville,Travis,TX
- $90 per month
 about 7 days- "Good bandwidth tests"
- "Bad bandwidth on everything except tests. Bad netflix, bad amazon prime, etc..."
- "This company is ok, if nothing else available."
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Suddenlink is a cable TV company providing Docsis service. I purchased 20 megabits with TV, but cancelled the TV because the DVR never worked right, and they were unable to resolve any issues. Very poor TV service.
The Internet service was good at first, delivering 25 megabits down (2mb up) for the price of 20. Netflix and Amazon Prime video worked great... in the early days. More recently I'm getting 6 to 15 megabits down.
I frequently have outages, my modem will have a strong flawless signal, but I can't get to some or all of the Internet. they seem to have a lot of /different/ issues:
> Strong signal to the modem, but only connected on one channel and no network
>Strong signal to my modem on 4 channels, and no network
>Strong signal to my modem on 4 channels, but I can only pull up suddenlinks page
>Strong signal, and some internet, but half of the Internet is unreachable
But now they act more like a malicious service provider, blocking video services, or limiting bandwidth to the point they don't work. I can get good quality video from lesser known providers, but the popular services are all throttled. I pay $80 per month, and it is NOT worth it with the throttling and firewalling.
They also intercept search engine traffic, as well as other traffic. So if I mistype a domain name, suddenly I'm on a suddenlink search page. I frequently cannot access google, and am directed to suddenlink's own very crappy search page.
The service is frequently down, and when I call tech support, they are surprised how knowledgeable I am, and I have some really good discussions with their staff (I operated an ISP for 20 years starting in 1987, and I currently work for a company that manufactures cable modems, DSL modems, set top boxes, and ISP management software). The guy at the other end of the line often asks me for a job during the call. So the support people are personable and helpful, but help is not what I need when I call... I want them to get the service working.
The quality of the cable signal to my house is very good, it is their back-end network that has the problems.
So the bottom line is Suddenlink has great high-speed connectivity, but spotty reliability, and malicious bandwidth throttling to third party OTT video providers like Netflix... all at a fairly stiff price. And when I say third party video providers don't work, I mean they never work, it is not intermittent. If we want to watch Amazon or Netflix, we have to tether one of our phones and use 3g. I can do 15 megabits to a bandwidth test site 2000 miles away, but I can't pull 400k from amazon prime.
AT&T has a fiber terminated 4 houses away from me, and their Uverse technician depot is two blocks away, but I don't qualify for service from them. So the only other option is wireless, but the wireless provider in the area (Clear) only provides crappy USB connections here (everywhere else in the country they provide ethernet). I think Clear has some sort of contractual obligation, or policy preventing them from selling network type connections here... So Suddenlink is the only game in town.
Update... Clear has their portable hotspot and ethernet router available for my area now. The bandwidth won't be as good, but they are supposedly not bandwidth rate limiting the OTT services... so I'll probably try them out.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Perhaps I can help I'm at Suddenlink's HQ office, and I'm vetted to assist customers in this forum (»Approved Suddenlink Tech Support Agents). If you're willing to IM or email (pete.abel@suddenlink.com) the name and address on the account, I'll escalate your situation to the attention of senior managers for your area. | |
| | | Suddenlink Nice write up. I had the very same issues a few years ago with them. Good product when it worked. I game frequently so it worked pretty good. It went down ALOT. Not enough techs in the field to help with issues. They tried but were overwhelmed since they were the only game in town at the time. We switched to ATT DSL and now UVERSE and its ok except they keep jacking up the price. I was considering trying Suddenlink out again but probably not now. | |
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Review by Dstanko
member for 103 days, 6 visits, last login: 81 days ago
updated 90 days ago
- Cottonwood,Yavapai,AZ
- $55 per month
- about 30 days
- "Friendly Customer Service"
- "Speed nowhere near advertised, took forever to get them installed."
- "They really need to get their act together."
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Ordered Suddenlink when moving into my new house, they originally accidentally deleted my initial order. Everything was taken care of and they were out about a week after my call. Then was told my house would need to be wired for cable, and they outsource to another company for that. Cut to OVER a month later...
At first the speed was great, I paid for 15mb down, and I got exactly that. Then all of a sudden my speed was horrible 0.3 and not steady at all. Peak hours my speed would go anywhere from 0.3 to 3 mb down. I called them up and they sent another tech out, his response was for me to downgrade to 1.5 mb speed, as I was at least getting that. I'm getting 0.5 mb down as of posting this, after buying their modem I paid $150 up front for installation, modem, and first month payment just to get less than 1/15th the speed advertised.
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Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| with Suddenlink I'm authorized to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing to share the name and address on the account -- by IM or email (pete.abel@suddenlink.com) -- I will gladly follow up with senior managers in your area and ask them to personally look into this situation. | |
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Review by danield31
member for 109 days, 1 visits, last login: 109 days ago
lodged 109 days ago
- Arkadelphia,Clark,AR
- $65 per month
- (24 month contract)
- about 14 days
- "It works ok"
- "frequent slow downs and shady billing practices"
- "I hate Suddenlink"
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I've had Suddenlink for almost a year now in Arkadelphia, AR. It frequently slows down to 1-2 mbps during peak times, which makes it difficult to stream anything. The piddly 512k upload speed is ridiculous. I'm not so dumb to believe that Suddenlink isn't aware of this problem as it's a congestion issue and nothing else. I'm being charged a higher price that I was originally quoted. $65 a month for 8mbps with a 150gb cap is exorbitant. They wouldn't give me the option of using my own Motorola Docsis 3 modem until I got raw about it. Their greed and incompetence is about to cost them another customer. Unlike many folks, I have other options, so I won't put up with this nonsense much longer.
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Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to help I'm with Suddenlink at Corp. HQ (»Approved Suddenlink Tech Support Agents). If you're willing to IM or email me (pete.abel@suddenlink.com) the name and address on the account, I'll esclate this to the attention of senior managers for your area. | |
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Review by micah_675
member for 1.2 years, 72 visits, last login: 101 days ago
updated 116 days ago
- Clovis,Curry,NM
- $100 per month
- "I haven't found any as of yet"
- "Never works right, slow customer service, terrible tech support, the list goes on and on"
- "If you see they are the only provider in the area, and you are moving to that area, find a town that DOESN'T deal with them"
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First off I have had packet loss issues with Suddenlink for over a year. They fix it the next week it is back. I have had 4 modems, 2 routers, and 2 different locations in this one town. What is the common denominator after all my problems. Crappy service from Suddenlink. I have filed a better business bureau report against them. That was the only way I got a field tech out to my house. After they confirmed that the packet-loss issues were not caused in my home and were seen at the drop outside my house they went looking. After "replacing" and amp and re-balancing the lines I still had issues. My download speeds until I moved were NEVER consistent, I paid for the 20 meg server only to get consistently shafted with less than 5 meg connection and even that speed wasn't consistent. At night you might as well count on doing something else other than using the internet also. After moving to my second location in the same town, they "upgraded" my 20 meg service to 30 megs. Well after this my download speeds seemed to stay rather stable. I then realized that the same packet-loss and ping issues effected this home as well. I called and complained, which it took them 3 techs to finally send back out the manager. He looked and said yes it isn't inside your house, please give me some time to fix it. Well that has been over a month now, and I still do not have a reliable connection. If you can avoid this company like the plague. It is terrible and they will not ever fix their issues.
Here is a bit of proof of my issues.
»/pingtest/55b4···/2967451
»/pingtest/2395···/2965706
»/pingtest/8877···/2956266
»/pingtest/bbb5···/2958909
Update: This will be my final addition to this review. This has been the worst experience I have ever had with internet. As you can see from my comments below I have had a total of 4 modems, 2 routers, and all issues persist with out without the router.
A suddenlink tech admitted another one of the local nodes in town was over-sold. They still have yet to fix it. As for my problems, when they replaced the drop the issues of packetloss and latency jumps subsided. The issues were seen on a known good modem from suddenlink and my own modem. I am so happy to be moving back to the Atlanta area where I will have a large number of choices for internet. Having one ISP per town asks for trouble.
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| | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to help I'm approved to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing to IM or email (pete.abel@suddenlink.com) the name and address on the account, I will escalate your issues to the attention of the effective CEO for your area. Let me know. | |
| | | | Re: Offer to help I sent you a private message. | |
| | | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 | Re: Offer to help I have forwarded to my colleagues and asked them to investigate. | |
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·Suddenlink
| Re: Offer to help Thank you pete. As of now I have heard from several different managers, however the problems is still ongoing, while I understand the distances involved and the number of issues that have been encountered. I find it sad that I am having to assist in the troubleshooting of the issues to my node. I do not mind as I am an Avionics Field Engineer, but this isn't how I would like to spend my evenings. To date the packetloss issues have come on stronger than they were since I moved in. I am and have been extremely dissatisfied with your companies service as this home isn't the only one in town I have experienced severe problems at. I have attached 3 days in a row worth of pack loss tests. The amount of packets lost makes everything online a chore. There are times I have to refresh webpages multiple times to get them to load. As well my download speeds have suffered from major companies which I have gotten much more from in the past on this same line. From Electronic Arts Origin servers when updating I have gotten 4 MB/sec constant and in the past few weeks I do not ever see anything over 2 MB/sec. This is well under the speed of the 30 meg/bit PAID for speed. In case anyone else is reading this a 30 meg connection should net you at least 3.75 MB/sec download speeds.
»/pingtest/8446···/2970734
»/pingtest/2ba3···/2970407
»/pingtest/2424···/2970069 | |
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| | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 | Re: more tests that fail.... I understand from local and regional managers that they've made some progress in addressing these issues? | |
| | | | I would like to take a moment to point out that MOST the lost packets and EXCESSIVE latency jumps are occurring at the last hop. This means your modem/router. I would be interested in seeing a ping plotter set to one of your game servers or a dns server you are currently using. | |
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| Re: more tests that fail.... Well Tuesday they left a modem the techs use to see what was going on. They told me they believed my modem may be the issue, note this is my 4th modem. Well the modem they left shouted the same problems as mine. Yesterday a tech put in a new drop from the street. Low and behold the issue has subsided. I still get lower than advertised speeds on downloads but the tech admitted that some of the other nodes in town are over sold. The house I used to live at was on one such node. He said they have bought the equipment to upgrade that now but have yet to install it.
I do find it rather poor that I have had to be instrumental in figuring out what is wrong. I cannot in good conscious suggest Suddenlink to anyone. Luckily I will be leaving this town for good soon.
My only suggestion to anyone having problems is push hard for a manager to call you. Afterward ask for a tech supervisor to go to your house with the techs. Get as much visibility to your problem as possible. With enough effort you will get someone working on your problem.
To Mr. Abel,
I understand why you are on a site like this offering assistance directly. It is a good thing, however I believe your time will be better spent upgrading your network. Upgrading the speed on over-utilized networks will only compound your problems. You can very easily have a great product and have much greater ratings. Please focus on your service, upgrading, and development the other issues with speed and satisfaction will improve with that effort.
Micah | |
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first run of ping plotter |
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Review by (hidden by request)
(review was emailed from domain earthlink.net)
lodged 126 days ago
- Mckinleyville,Humboldt,CA
- Contract price not specified.
- "There is some kind of cable service here in this small northern CA town"
- "It doesn't work or deliver the service promised"
- "I'll try to replace it if I can."
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Internet hasn't been bad for simple email, but forget anything that requires more speed, and most certainly do not use this company for your television.
Ever since I have had Suddenlink's TV service in September 2012, it has not functioned in way that constitutes reasonable service. I watch very little TV, but every Pay Per View movie I have tried to watch takes twice the amount of time to see as screen time. That is because the picture comes on for a few seconds then blanks as the absurdly slow service streams. Watch another 10 seconds and screen blanks and the streaming and stalling begins again. Rather than "relaxing with a movie," viewing a movie on Pay per View on Suddenlink has become an event that guarantees frustration. The same frequently happens in even trying to browse pay-per-view's menu, and I have not see any menu text that looks that primitive on a screen since the days of the Apple II and Commodore computers.
Suddenlink has proven to be the worst experience I have had anywhere with either a cable or dish subscription media --bar none. I hope to discover another provider for northern California in the coming week. YELP shows a number of customers with similar experiences in my area. This is not a situation restricted to one house or one neighborhood.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| with Suddenlink If you're willing to IM or email me (pete.abel@suddenlink.com) the name and address on the account, I will escalate these issues to the attention of the senior manager for your area.
(»Approved Suddenlink Tech Support Agents) | |
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Review by NoNeck5901
member for 133 days, 0 visits, last login: 133 days ago
lodged 133 days ago
- Bossier City,Bossier,LA
- $77 per month
- about 10 days
- "Reliable and consistent when bandwidth is not stressed"
- "Only time it's reliable is during the time of day I'm not here to use it"
- "Getting better, but has taken lots of frustration to get there."
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Moved to NE Louisiana summer 2010 for work, but needed ISP service for home because work ISP was months away. Called Suddenlink from the moving van and, initially, they were very helpful. But not long after we arrived, I noticed Internet speeds slowing dramatically every evening; so much so, Speedtest.net showing DL of less that 1mps. Supposed to be getting 15mps. At times was actually getting faster upload than download.
Have had SL techs out three times; they do the same thing every time. Check the lines in the house, modem, feed, and say there's nothing wrong. Got so frustrated I actually bought an AT&T DSL modem and tried it. That only lasted a few months and I went crawling back to SL.
My view, the person from WV that posted a review on SL has it exactly correct; they oversell their service. My speeds are great at the exact times I am not here to use it. But when I want to use it, in the evenings, so does everyone else in my subdivision and their signal gets degraded to the point where its almost worthless; definitely not worth what I pay.
However, SL also knows that they are the only large volume ISP in the city I live, so convincing them to upgrade their equipment to meet their demand is almost impossible. I am hoping the technology of satellite Internet will eventually improve to consistently meet or exceed what I'm supposed to be receiving now. As soon as that happens, I'm dumping this crap.
After sending a very terse email to the regional manager, I have noticed speeds getting better, ranging from 10-12mps in the evenings; much better than I was getting. But they are continually building houses in my area of the city and I'm sure that, as more homes are connected, I will be having the same issues again in the future.
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Review by keeska
member for 6.1 years, 71 visits, last login: 145 days ago
lodged 145 days ago
- Sedona,Yavapai,AZ
- $59 per month
- "Nothing"
- "very unreliable. They block ftp downloads and all downloads over 200 Mbyte"
- "Avaid them"
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Suddenlink bought out my local cable provider. Since then the service has gone downhill. We had 20 megabit down from our old provider which averaged about 12 - 13 megabits in actuality. Suddenlink dropped that to 10 megabit down for the same price. In now averages about 1.6 -2.0 megabit on actuality.
As the service has deteriorated it has become more and more difficult to download files larger than 200 megabytes. Suddenlink blocks downloads at the 190 - 200 megabyte point so that the browser times out and the download never completes. We have tried downloading at various times of day with the same results. Recently they have started blocking ftp downloads also.
Our internet experience with Suddenlink is so bad that we have had DSL at 7 megabit download installed. Plugging the PC into the DSl modem instead of the Suddenlink modem has solved all of our download problems. We are now see 4 - 5 megabit download speeds with no timeout no matter how large the file being downloaded. And ftp downloads also work again.
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| | Blocking? I download numerous files daily via ftp. Pretty certain they are not blocking anything. Something on your end by the sounds of it. | |
| Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 | Suddenlink I'm with Suddenlink, and I'm authorized to help customers in this forum. If you'll send me an IM or email (pete.abel@suddenlink.com), I'll gladly get someone senior in your area to follow up. | |
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Review by stevenwalter
member for 1.1 years, 38 visits, last login: 96 days ago
lodged 157 days ago
- Tyler,Smith,TX
- $225 per month
- about 3 days
- "107 meg internet speed is very fast, most of the time."
- "It used to be fast all the time. caps are absolutely ridiculous. HD video quality is garbage."
- "I like the internet for the most part, but the DTV is gone the minute the superbowl is over."
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I'll say it right off the bat, I am a Suddenlink customer because there are no other realistic options for decent internet speeds. This is just the reality of things. Cable is an internet monopoly in a lot of places. They all like to act like they're just that much better than everyone else at being innovative, like we're all just supposed to ignore the fact that they got lucky that an infrastructure that has existed for decades just happened to be the best way to carry internet. But I digress.
I have their DTV service, but with 4k TV's on the way, I find it pretty pathetic that they're still delivering 720p video that hasn't improved in quality for the entire time that they've offered it. The DVR is old and laggy, and you can hear the harddrive spinning constantly, even when nothing's being recorded. The only reason at all that I even have it, is because they offer NFL Redzone, but im sending it back when football season is over, and next year i'll probably just go with DirecTV.
I didn't have any real problems with customer service, though I've mostly used their online chat, and I imagine that those CSR's have more experience than those who answer calls.
I've had the 107 meg connection for about 3 years now, and for the first 2 years or so, I could reliably get the rated speed, but now it rarely happens, and the modem and modem signals are all fine. I was very pleased with it until they tried to implement bandwidth caps. They tried to give my 120 dollar a month, 107 meg internet connection, a 350 gig cap. To put into perspective just how absolutely ridiculous that is; if I wanted to fully utilize my connection, I could have hit the monthly cap in 7 hours. That's right, 7 hours a month of full utilization is what these greedy hacks tried to limit me to. That's 15 minutes a day of full speed utilization. 15 minutes!
I talked to multiple people about how ridiculous it was. Do you want to know the only excuse they could even come up with for why I should be ok with it? They say that only 1% of their customers go over the cap, so it should be plenty! So my question is: WHY DO THEY NEED A CAP THEN? Honestly though, practically everyone I've talked with there agrees how absolutely beyond ridiculous of a bandwidth cap it is for a 107 meg service. Even their own employee's can't stomach covering for them on this one, and covering for Suddenlink is half of what a CSR does for a living. Anyone who gets this service obviously has multiple heavy users in their house. I mean you'd think they'd give some sort of break to people who were willing to shell out the money for the best service they offered. One recommendation I got from a CSR was to drop the 107 meg connection, and buy 2 20 meg connections, for the same price. How ridiculous is that?
Apparently Suddenlink think's that it can just take a service like the internet, which has been rated by transfer speeds for as long as it has existed, and change the definition of what you're even paying for. Suddenly, after 2 decades, internet traffic is just like a water utility! Such innovation! Though coincidentally, they sure aren't going to start offering everyone the same connection speed at a low base rate, and charge a low rate based purely on bandwidth used, are they? Of course not!
Perhaps I can save money on my water bill by having the city downgrade the size of the water pipe that comes to my house to something smaller, . I also wonder; does Suddenlink have a bandwidth well somewhere where it keeps all of it's bandwidth? . I mean the water system has an infrastructure that needs upkeep and upgrading too, on top of collecting the water, right? And if Internet is like water, then they obviously must spend a bunch of money collecting bandwidth to provide to it's customers. I mean surely Suddenlink wouldn't push a disingenuous false equivalency, just to squeeze more money out of people without having to lift a single finger to improve their service, would they?
Luckily, at least for the time being, the cap is disabled. Why? Because after months of artificially inflating customer bandwidth usage, and denying it, they got caught red-handed when power went out in one area for almost a week, and meter's in this area still recorded gigabytes worth of bandwidth usage.
They also were called out for the meter page claiming to be, at most, 2 hours behind, when it was, in fact, 2-3 days behind. This caused some users (myself included) to think we were under the cap for the month, only to get the splash screen saying we went over, 3 days after the cap reset! I'm sure it will be back soon enough though. I mean how else are they going to compete with Netflix? What are they going to do, improve their TV service? LOL! Oh, and let's not forget that their own streaming service doesn't count against the bandwidth cap!
Well, that's enough ranting I think. You all get the picture, and what's worse, here I am admitting to still being a customer. Yep. Speaks to the situation doesn't it?
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Review by barncii
member for 187 days, 80 visits, last login: 114 days ago
updated 182 days ago
- Many,Sabine,LA
- $40 per month
- "Low ping times, usually consistent speeds, good customer service"
- "Fastest connection offered is 3Mbps down and only 512Kbps up"
- "Good company and people but connection speeds are too slow"
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I would pay two or three times the money i pay now if i were given an option to have faster service. I sent an email to regional supervisor Randy Goad and received a response back that he would look into it and someone would get back with me, which they did, hence the good customer service rating. The man who called me back informed me that they would be upgrading my area in the first quarter of next year (2013). this is great news but that is still up to 4 months away and its almost 2 years since i received an email that faster speeds were coming, which they did for about 3 days, only to be reverted back to the original speeds. Great company but i wish they would give customers more freedom in the speeds they could choose, especially people who are willing to pay for it. CP-tel is a small provider in Many, LA who offer fiber to the home up to 40Mbps and uploads around 8Mbps. It would be great if suddenlink could offer something competitive to this.
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