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Review by buschman  - Location: Oak Hill,Fayette,WV
- Cost: $40 per month
Good "30MB/2MB"
Bad "occasional major packet loss and high pings"
Overall "Things have been pretty stable in recent months overall B+"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
Update 09/11/2013
Pretty stable for the last several months, once in a while pings are high and downloads are slow. Received a letter from Suddenlink stating I could upgrade to 50MB/3MB and save money, basically $95.00 per month. I called spent almost an hour on hold. Finally got to speak to a rep. was informed that in my area the highest speed was 30MB/2MB, which I already had. I asked why I was paying over $130.00 a month for less than what the letter stated I could get for $95.00 per month. Rep could not answer that question, however, stated she could give me a discount for the service I was receiving.............. hahahaha discount amounted to less than $2.00 per month. I would likje to see some other service provider come into our area so Suddenlink would have to adjust their over priced service to a more reasonable price.
Update 10/26/2012
Last night during the world series game 2 top of the 2nd inning, cable went out and the internet too. I called and was told that there was an outage and the techs were working to restore service as soon as possible. At 12am still no internet or cable. I got up this morning at 6am and still no internet or cable, so I called again. This time I was told that the techs were performing scheduled maintenance. At 2pm, still no service, I called again and was told this time that there was an outage and techs were working to restore service. About an hour later, I noticed a Suddenlink truck at the house next to mine. I went out and asked the tech if he knew what was going on and explained what happened last night, and today. He smiled and said the phone people should have noticed that this was an isolated outage, about half the people on my street, and the problem was a blown fuse in the amplifier on the street I live on. To say the least I am one pissed of individual, the issue could have been solved last night if the phone people would have done their job instead of saying it was an outage effecting several areas in WV. I have therefore decided to give Suddenlink new rating across the board WORST in all fields! Thank you Suddenlink for causing me to miss the 2nd game of the world series!
Update 7/21/12
Received upgrade from 10/1 to 15/1 no additional cost and for the time being the pings are back to normal, how long it will last is the only question........
Update 07/11/2012
Now, since last night about 8pm I have major packet loss! Downloads of 72 and 60 up! amazing. See attachments below. Packet loss from 60% to 80%
Update 07/09/2012
Had a few months with the pings back to normal, one morning I got on the pc and pings were 20's to 30's, back from 100 to 200, a couple of days ago I noticed the pings were up to 80 to 100, not to bad, but the packet loss of 60 to 80 percent is not acceptable!!
Update 02/13/2012
Well amazingly enough the problems continues..... was told by Suddenlink Tech that I was using all of my bandwidth, so I upgraded to the 20Mb/2Mb package. The only positive about the upgrade is the speeds are great, however, ping and freezing continue to be a major problem. Unable to play online games. I have tried at all hours of the day and night with no changes. I have power cycled both my modem and my router. I have changed all cables from modem to router and pc's, no changes.Ran speed test using the one recommended by Suddenlink techs received the following:
see attachments below
Update 10/25/2011
Well almost two weeks and still the same crap! Suddenlink hops as high as 1200ms, averaging over 70ms!!!!!!!!!!! I was on a server that I usually ping in the low 30's could not move pinging well over 200ms................... really crap! Dial up days are here again!
Update 10/13/2011
Here we go again! For the past week to 10 days, pings are up in the 60's to 70's basically double what they normally are. I have done trace routes, several of them over several days..... the problem seems to be all Suddenlink hops. Hop 7,8,9 (173.219.252.252 ,173.219.252.253,173.219.252.96) pings are averaging well over 60's with spikes as high as 1043ms. This is constant, for as long as I run trace route. SIGH...........  SIGH.............. ...........
Update 12/18/2010
The pings have doubled over the past month or so and as far as tech support is concerned, 1. There is no problem with the signal
2. Everything looks good on our end
3.Must be a problem with your pc
I have no options for a different ISP........ stuck with the "NOLINK"
Update 2/19/2011
Pings for the time being are back into the 30's and 40's. The QOS is good.
I have had an on going problem. Tech support has been to my home several times this month. Each and every time they show up, it is the same old story.... everything looks fine. All of my equipment, cable, modem, etc is well within specs, however the problem is at the node you are connected to. It is overloaded! Suddenlink is aware of the problem and they are going to correct the problem around the first of Dec. 2008. I pay for 6MB down, 256MB up. Most of the time I am lucky to get 3MB down..... using Suddenlinks speed/line quality test, the speeds are OK, but the Quality of Service is and I quote, "measured at 42%, which shows that your connection is unable to produce a constant stream of data. This is key to providing a high quality voice-over-ip connection, so sound is likely to be broken."
I have asked that my bill be adjusted accordingly, they, SUDDENLINK took approximately $8.00 off of my bill. Gee $32.00 for a connection that is UNABLE TO PRODUCE A CONSTANT STREAM OF DATA! I guess when you live in an area that only has one cable broadband provider you play by their rules, and pay for what you are not getting! Bottomline Suddenlink is all about the DOLLAR no matter how bad their service SUCKS!
Oh and by the way, the techs that have been to my home all have stated that the problem is not in my home, it is in the mainline/node.One of them also stated that and again I will quote, "Suddenlink will probably send someone out with a laptop to test your connection. They always assume that it is the customers PC!" No one has showed up, nor have I been contacted by anyone from Suddenlink, even though, I have asked for further assistance.
Update 12/15/08 I received an email from Pete Abel concerning my problem. I replied to his email and the next day I received a call from the local Head Tech. He assured me that they were aware of the problem and its cause. OK so I am thinking this will be an ongoing issue...... I was shocked OMG within a week, I noticed that my pings were down to near what they were a few months ago. After about a week of new improved pings/download speeds, the only issue that I can see is, QUALITY of Service. I only average about 60 to 65%, does not matter what time of day I test either. I am hoping that whatever the issue causing this low QoS will be fixed soon. I have renewed hope in Suddenlink....... not counting the chickens yet but I am again able to play online with a respectable ping! For the moment!
The free upgrade in speed is nice. The latency seems to be improving, or I am getting used to it. I purchased another router, installed it today. I did not expect big changes, however, I have seen a slight improvement...... hopefully things will continue to improve, or at least remain stable!
member for 12.9 years, 1304 visits, last login: 17 days ago
updated 24 days ago
Comments:
 | | you must be from flagstaff I've had the same issues, starting only this week, after nearly 10 months with flawless service... now this... modem resetting every 20m - 2hrs, unable to keep my "minecraft server" up (it's based on my desktop), unable to watch youtube videos OR do FB games as they keep losing connection, ie timing out.
I've attempted calling the Reps here, and they told me they weren't even going to try to help and that I should call Corporate... bunch of BS if you ask me | |
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1 edit | Hello I'd love to help troubleshoot this problem. Please provide me with a few traces and be sure to include the source and destination IP's along with your cable modem's MAC address. | |
| | Reviews:
 ·Suddenlink
| Re: Hello Here are a few tracert's My pc is 192.168.0.166, destination ip is 68.232.183.46 MAC address is 90:e6:ba:c5:aa:f8. as you can see the problem seems to be 173.219.252.96, a suddenlink hop.
Thanks | |
| | Reviews:
·Suddenlink
| Here are a few trace rts. from yesterday. | |
| | | | I have sent several tracert to you. Have you have any luck figuring out what has happened?
Thanks | |
| | | | | Re: Hello Hello Buschman, I have not received any trace routes from you. I have only seen the ones you posted above that show 60ms latency to your gaming server. As I mentioned in the last PM, please send me a trace route of the problem when you are experiencing high latency to your gaming server such as when you see it at 200 ms. As soon as I receive a trace-route showing high latency to the destination I will be able to work on isolating the cause of it. | |
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| | gaming I am glad to see I am not the only one, my internet has been extremely laggy. I called they say all my levels are fine, then I ask them to check my disconnect rate and it is well into 2000 when it should be 100. I have had two techs come out, one of them advised me it was a problem with "noise" on the lines in the area and that they (suddenlink) are aware of the issue. However that was two weeks ago and no resolution. I talked with a supervisor who had no idea about the "known issue" and said he'll get back to me. This is extremely frustrating for me as I do game, stream, skype etc all the things you will notice the issue with. Glad to know I am not the only one. But I am not at all satisfied that I am paying full price for an issue that is over a month old now. | |
| | Reviews:
·Suddenlink
| Re: gaming I feel your pain! A tech on this site from Suddenlink advised me that I was using all of my bandwidth. So I called tech support, they scheduled an appoint for a local tech to come out and check my internet. Needless to say, he found no problems and told me he would have his supervisor call me. NO ONE CALLED! I was given a number to the tech support in WV. I have called this number it always goes to voice mail, and NO ONE HAS RETURNED my calls. The tech that was helping me on this site has also never replied to my last post. I feel like no one at Suddenlink cares about their customers. All they seem to care about is getting paid! I am going to re-review Suddenlink, and give them the type of review which seems to suit my current PROBLEM! I have no ohter options for an ISP, Suddenlink is the only one in my area. CENTURY come to WV!!!!
I need ISP relief! Oh by the way, I asked if Suddenlink could up my bandwidth to see if that would help my situation, since the Suddenlink rep on this site said that I was using all of my bandwidth. The phone tech said no problem. he bumped it up to 15/1. No change. He also said that my ip address would change, but it did not and he was very concerned. That is the main reason why he had a tech come out to my house. He thought that my modem was bad or going bad. As I stated the tech that came out found no problems. | |
| | | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 | Re: gaming SDL L3Tech is in the best position to help you. See his last comment here: »Re: Hello. | |
| | | | | Hello again buschman. As I requested before, please send me a traceroute of the problem when you are experiencing it. The traces you posted above all show around 60ms latency to the IP you traced to and show no problems.
Another tool that would be very helpful in isolating the problem is PingPlotter. Start it up, set it to trace to your gaming server, run it in the back ground, and send me the results (sample set or image) after you notice 200 ms latency to the gaming server. | |
| | | | | | Re: gaming hello,
I have one from last night, and I will look into pingplotter.
Thanks | |
| | | | | | | Re: gaming PingPlotter would be great. If you could run it for the next 24 and email it to me (through dslreports) it would greatly help.
Looking at the trace above, 173.219.252.96 (50ms) is the edge of the Suddenlink network. The latency sky rockets above 400ms between our peer and their peer with nLayer.
Also, please PM me your current IP address just in case it changed. (»whatismyip.com). | |
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| | Leander TX-SuddenLink Lower the speed on customer. Hi all..
I have suddenlink, 20Mb. down paid $74.00 / month.. which for the last two years I was getting 50Mbs average out to 5MB to 6MB downloads.
Two days ago , Suddenlink provision their hardware. I called in they claims that I'm getting 30Mb upgrades from my current 20Mb service I paid..
Why Suddenlnk would want to LIE to their customers and claim they giving you the 10Mb free?? which is not true.
The last two years. in Leander, TX 78641.. they offers 107Mb and 20 Mbs. No 50Mb.
I had a tech came out today. which said that they will offers the 50Mb.. which is BS for suddenlink to LIE to their
customer and lower speed..
It's not right.. to lower the current customer speeds.. since they wants more money.. and LIE to customer claims that
I"m getting 10Mb.. for FREE???.. which IM NOT.
Tech support on line some of them.. dont know jack..
1 guy say . .that my motorola sb 6120.. was bad.. need replaced.. when I know it the provision they did.. on the account..
The ping was 288, 300, 400.. millisecond..
Today it is stable now.. at 30Mb down. .but the upload is screw up at less than a MB..
Very disappointed. customer..
from a loyal customer.. that switch from ATT Uverse.
Vu Phan | |
| | | | Re: Leander TX-SuddenLink Lower the speed on customer. What? | |
|
| | lol actually love it man! miss a baseball game on tv, world ends!!!!!! LMAO | |
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| Review by kduke1977 - Location: Melissa,Collin,TX
- Cost: $192 per month
Good "nothing"
Bad "Products and Customer service "
Overall "Avoid at all costs"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I had a very bad experience with the customer service and the products that they are offering is terrible. My cable modem stopped working on the outlet up stairs so I had to move it into the master closet where the wifi signal is so weak it’s hard to connect. Also the DVR recordings freezes and turns into a black screen 10 min into the recordings. And the HD recover doesn’t work at all. So when I made my call into customer service I asked to escalate my serves call for the next day. And after talking to a supervisor, he assured me that a tech would be out the next day between 12-4pm. Well I waited till 6 o’clock the next day and called back. The service call was set up for two days later between 1-5pm. I was lied to by a supervisor of all people. I told the lady when I called back to cancel the 1-5 appointment because no one would be home at that time. And when I asked if I could drop off the equipment at an office or does someone have to come out and get the equipment for a disconnect. She said two words…… “One moment” and transferred me to another department that wasn’t even open at the time. I’ve only had the services for 7 months and this is the 3rd issue I’ve had. This was the straw that broke the camels back for me. As soon as I can get AT&T and DIRECTV out I’m dropping these liars.
member for 82 days, 4 visits, last login: 78 days ago
updated 82 days ago
Comments:
| Review by fox091 - Location: Seth,Boone,WV
- Cost Contract price not specified.
Good "Almost never fully lose internet or TV."
Bad "Often times get <2 Mbps while paying for 30 Mbps."
Overall "Pretty much always have internet access, but the speeds are not constant."
| Pre Sales information:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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We pay for 30Mbps Down and 2 Mbps Up (I know, only 2 Mbps!). I have actually never seen the speeds reach 30 Mbps on the Download side, but the upload is always about 2.11-2.13 Mbps. Here is an example of a good speed test that I just did. »www.speedtest.net/result/2806736378.png
Often times, sometimes as much as 1-3 times a week, the download speeds will drop to a pitiful 1-3 Mbps. This could last a couple hours or a couple days. This gets very frustrating very fast as I am a gamer and always downloading games, files, music, programs, and many other things. When the speeds are up to their normal values like the above picture, I can download an MP3 in a matter of seconds. When the speeds drop super low, it can take as much as 1-2 minutes for a single 7mb MP3.
We have no problems with the cable itself, in fact it works perfectly.
I would love to get the 50Mbps upgrade for our internet connection, but I'm afraid we will never even see close to 35Mbps. Also, the price would be horrendous for 50Mbps. I am not entirely sure why the speeds suffer like they have been doing, but they definitely need some work.
member for 97 days, 0 visits, last login: 97 days ago
lodged 97 days ago
Comments:
| | | could be a server issue where you tested you may want to try different servers to test your speed. | |
| Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 Reviews:
·Charter
| With Suddenlink I'm authorized to help customers in this forum (»Approved Suddenlink Tech Support Agents) and would be happy to look into this for you with my local colleagues. You can contact me by IM (through this forum) or email (pete.abel@suddenlink.com). | |
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| Review by TurboNerd - Location: Clovis,Curry,NM
- Cost: $155 per month
- Install: about 999 days
Good "It works when it works, but if you have any problems at all see the BAD."
Bad "Tech Support Sucks, you have to go other routes to get it fixed like here on DSLReports"
Overall "Don't get any other services other than basic/expanded cable."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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3 years for an ongoing phone issue (turned out to be a simple DROP that they refused to replace blaming it on equipment/house wiring for 3 years)
2 months for a recent OVERSOLD/OVERLOADED network issue where they wanted us to supply our own separate piece of equipment.
I couldn't put the real date on DAYS FROM ORDER TO SUCCESS because it only has 3 spaces I need 4.
If you have a working setup COOL for you.
MAKE SURE YOU PAY THE 5 DOLLARS A MONTH FOR UNLIMITED TECH VISITS BECAUSE THAT IS WHAT YOU WILL NEED IF YOU HAVE A PROBLEM. at $50 dollars a visit it did cost us a hundred dollars for them to NOT FIX THE ISSUE.
If you have any problems at all DON'T EXPECT THEM TO FIX IT RIGHT THE FIRST, OR SECOND, OR THIRD, OR FOURTH, OR .........(I can give details/threads to explain it all) through normal channels
Normal Channels being local office visits, 1-800 tech support, and field techs.
IT TOOK COMING ON DSLReports.com TO GET SOMEBODY TO DO SOMETHING ABOUT THE SLOW INTERNET ISSUE and ONGOING PHONE ISSUES.
Normal Channels wanted us to spend our own money on a DOCSIS 3 modem (we don't have a DOCSIS 3 PLAN) to alleviate the slow internet issue for their OVERLOADED/(OVERSOLD) NETWORK. But DSLReports helped us by getting them to supply us with one.
Normal Channels refused to replace the DROP to the house which was the cause of the ongoing phone issues. It was the help of DSLReports and refusal to let the tech in the house to diagnose/touch anything untill he replaced the drop when he knocked on the door.
SuddenLink should do better TRAINING of their CALL CENTER MONKEYS, as well as the FIELD MONKEYS that come to your house.
I am not a cable tech nor do i profess to being one, but I knew what was wrong but was told countless times that's not the way it works.
I have limited knowledge with INTERNAL cable modems connected to a DOCSIS 1.0 CMTS from my nerd days 12.5 years ago and limited terminology knowledge but that was enough for me to diagnose my own stuff.
IF YOU WANT IT DONE RIGHT DIAGNOSE IT YOURSELF and DEMAND THE TECH DO AS YOU SAY BECAUSE THEY DON'T KNOW THEY JUST SWAP PARTS NOT DIAGNOSE. If they are supposed to diagnose they are just LAZY AT DOING IT. I have never underestimated the LAZINESS OF PEOPLE but it surprises me all the time.
IS SUDDENLINK HIRING, BECAUSE I CARE ABOUT THE PEOPLE, AND THE COMPANY. NOT JUST THE PAYCHECK AND BOTTOM LINE.
I TEACH THE HIGH SCHOOL KIDS THE SAME THINGS. MAYBE THEY CAN HELP YOU OUT.
HATE THE EMPLOYEES THAT CLOCK OUT AND NOT THINK ABOUT THE JOB BECAUSE THEY KEEP THEIR PERSONAL TIME PERSONAL, WORK TIME WORK.
A GOOD EMPLOYEE & GOOD COMPANY DOES/ALLOWS FOR BOTH.
TRAIN YOUR EMPLOYEES TO CARE, OR FIRE THEM & STOP HIRING MONKEYS.
PRE-SALES INFORMATION, All i want is a listing of your services and prices (regular menu price not introductory rate) none was available it needed to be entered in the computer and the lady behind the desk refused to go through all of the options. (worst rating)
INSTALL COORDINATION- the trained monkey showed up on time (as expected)
CONNECTION RELIABILITY- works when it works (hopefully you don't need TECH SUPPORT)
TECH SUPPORT- NON EXISTANT, MONKEYS WERN'T TRAINED RIGHT OR EVEN THE SAME WAY (ONE TECH WILL BLAME ANOTHER FOR NOT DOING IT RIGHT AND ON AND ON)
SERVICES-OK when it works (would get better rating if TECH SUPPORT made it work like they should figure out the issue instead of swapping out parts and (its fixed) even though they have been told it's an ongoing frequently intermittent issue)
VALUE FOR THE MONEY- would be better if they knew what they were doing.
member for 225 days, 18 visits, last login: 12 days ago
updated 105 days ago
Comments:
| | . That's time to live, as in, how long did it take from the day your ordered to the day they showed up to hook it up | |
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| Review by Sagtastic01 - Location: Kellogg,Shoshone,ID
- Cost Contract price not specified.
Good "always connects"
Bad "speeds are terrible"
Overall "Only thing to make it worse is money out of my pocket"
| Pre Sales information:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I don't have all of the information about monthly rates because my landlord pays for the services. He is a close friend of mine and I would prefer to stay off the account. 2 years I've been doing the suddenlink dance as well as my family members that use their services. Speeds are beyond unacceptable! They advertise up to 5 megs but don't get anywhere near that. Actual speeds are more like 22.8 kb/s down and 45.1 up. Tech support is unacceptable. Every conversation is about my equipment being faulty and to contact my landlord every time the speeds are below normal is an inconvenience to say the least. Knowing I have been having issues they wont check their services without a call from the account holder every time. I have the Motorola modem that is supplied and a netgear g rated router. I'm pretty sure I'm gonna have my landlord drop the services because I would rather pay out of pocket for Frontier than free suddenlink.
member for 109 days, 1 visits, last login: 108 days ago
lodged 109 days ago
Comments:
| | Privacy Matters So your complaint is that Suddenlink having to speak to the account holder is somehow bad? Its called privacy they SHOULDN'T be speaking about someones account with anyone other than the account holder, that would include anything to do with modems on the account | |
| | Reviews:
·Suddenlink
| Re: Privacy Matters Has nothing to do with the account holder and I'm okd on the account for small matters just not authorizing work orders. My uncle went through the same bs with them for at least 3 years before dumping them and going with a company that can provide a decent service. It has to do with the fact that the speeds are terrible!!! They don't care to fix it! I'm tired of playing the phone tag game. They don't want to make it right. They want to write up a work order to charge a guy money for something that is the companies problem. Over selling their services. They do not have the capabilities of providing everybody in our county with what they advertise. Don't waste your money or time. If all your looking for is internet speeds capable of browsing sites I'm sure its ok, but if your looking for speeds capable of gaming, streaming, down loading anything over 1 gig than look elsewhere. | |
| | | | | Re: Internet Services I agree with your comments however, since I am new to Kanawha county, I don't know what other internet/broadband services are available to me. Any ideas???? | |
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| | | Tonights speeds
Download 0.13 Mbps
Upload 0.33 Mbps
Ping 612ms
Impressive I know! | |
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| Review by kilroy0097 - Location: College Station,Brazos,TX
- Cost: $203 per month
Good "Quality Internet Services"
Bad "Poor quality in Digital TV Service"
Overall "This is the only physical cable provider in town so you are stuck with them."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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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.
member for 2 years, 13 visits, last login: 87 days ago
updated 190 days ago
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 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 - Location: Pflugerville,Travis,TX
- Cost: $90 per month
- Install: about 7 days
Good "Good bandwidth tests"
Bad "Bad bandwidth on everything except tests. Bad netflix, bad amazon prime, etc..."
Overall "This company is ok, if nothing else available."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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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.
member for 10.2 years, 46 visits, last login: 215 days ago
updated 215 days ago
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 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 - Location: Cottonwood,Yavapai,AZ
- Cost: $55 per month
- Install: about 30 days
Good "Friendly Customer Service"
Bad "Speed nowhere near advertised, took forever to get them installed."
Overall "They really need to get their act together."
| Pre Sales information:
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(ratings below consensus)
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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.
member for 236 days, 6 visits, last login: 214 days ago
updated 223 days ago
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 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 - Location: Arkadelphia,Clark,AR
- Cost: $65 per month (24 month contract)
- Install: about 14 days
Good "It works ok"
Bad "frequent slow downs and shady billing practices"
Overall "I hate Suddenlink"
| Pre Sales information:
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(ratings well below consensus)
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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.
member for 242 days, 1 visits, last login: 242 days ago
lodged 242 days ago
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 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 - Location: Clovis,Curry,NM
- Cost: $100 per month
Good "I haven't found any as of yet"
Bad "Never works right, slow customer service, terrible tech support, the list goes on and on"
Overall "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"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
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Value for money:
(ratings below consensus)
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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.
member for 1.6 years, 72 visits, last login: 234 days ago
updated 249 days ago
Comments:
| | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:9 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:9 | Re: Offer to help I have forwarded to my colleagues and asked them to investigate. | |
| | | | Reviews:
·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:9 | Re: more tests that fail.... I understand from local and regional managers that they've made some progress in addressing these issues? | |
| | Reviews:
·Suddenlink
| 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. | |
| | | Reviews:
·Suddenlink
| 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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·Suddenlink
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first run of ping plotter |
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