SUDDENLINK NOW OPTIMUM - So just when I thought it could not get any worse... I called Optimum customer service on 9/2/2022 and spoke to Lance in customer service to remove my TV service from my plan. That is when I was informed by Lance that I was being charged for 1 Gig internet speed for at least 2 years and I have only had 100 Mbps internet speed. I only could pull a year of statements, so I have no idea how long I have been being over billed. At that point Lance switched my plan to internet only with 1 gig. Lance then transferred me to Corporate to get a credit when they assigned my case to an Anna (Executive Customer Relations Specialist). When she called me, she said yes, I was billed incorrectly but I never called in to complain about my internet speed. I told her my call was about being billed for a service I was not receiving and was not talking about my horrible internet service. I did however call in several times over the last 2 years and they even sent a tech out and he switched out my modem. She did see that they sent out a tech in their records. That didn't resolve my internet speed issues. She said they have no records of me ever calling. It now makes sense that I only had the 100 mbps and not 1 gig and that is why it was so slow. I just cancelled my tv service with them but have to keep my internet. Anna was VERY rude. I asked to speak to a supervisor, and she said she was the top no one was above her and expressed to me sternly that I was denied any credit because I never called in about my internet speed issues. I have filed a complaint with the FCC and the Arizona Attorney General's office. I have emailed Optimum and let them know that I am not backing down. read more

Worst customer service. Waited 35 minutes on hold, finally got through, asked the customer service guy to not put me on hold. He apologized, then put me on hold, I hung up after 5 more minutes. Have tried serveral time since. I will drive up to Flag this weekend and terminate my service in person. read more

After months of having no word, I decided to reach out to them about my installation. They apparently canceled my installation order after waiting the 2 to 4 months I was quoted. Then the chat rep was a rude prick. I will be having my whole family cancel their services. This is just terrible. read more

The most poorly run business of all time. I tried to upgrade my internet service..gee they are an internet service provider this should be easy right? Wrong. Tried first via their web portal-failed. Tried 3 times through "customer service" still have the old service. This company is inept and a complete joke. read more

Would select 0 stars if I could. By far THE worst customer service. Not sure if the store will be any better or not.....we'll find out tomorrow but I won't be holding my breath read more

I agree with everyone posting an unfavorable review. Stay clear of this internet service. I have not had service for 6 days. What cable system is off for 6! Days?!! They do not provide a local number for contact. They have no idea what is going on. No one can help you. read more

These robots told me they would be here between 8am-12pm for instllation. took off work for a few hours to wait for these robots. at 11:30am I call there offices to see when they are coming and they tell me I am next in the queue and he should be there shorty. another 2 hours pass an I call the office for information all they can tel me is that I need to continue waiting. HELLO you told me 8-12 and it is 2 I think you should call you technician and fix your very very very poor customer service read more

WAY too many outages and weekly the system gets slower and slower (delivery and response time ).

Seems to be no way to contact customer service live. Billed for equipment that was returned.

UPDATE: It actually gets way worse...believe it or not. So the dufus that scheduled the land line set up (for the tech who never came those two different days they had me waiting at home) should have known that two modems in a house wont work, (I rent the downstairs apt that is separate but part of the house) and so guess what? My landlord has had NO phone (her own landline disconnected when they connected mine!!! FOR NEARLY A WEEK she was without phone to help me!!!!))) Then the tech comes today and takes my modem, so I have no landline again even though I have given out my new number AND sent my Amazon cell phone since I am severely EMF sensitive. Double screwed. I have no phone at this time whatsoever. There are no words for how utterly incompetent this company is on SO MANY LEVELS. Time to file a claim with the BBB, consumer agencies, report them and call the exec offices at Suddenlink. Ben, the superviser, had my email (I gavce it to Gavin, the tech today) and no surprise....no email, nada. WHY does he have a job? Why? How? Are they THAT desperate of a company??? Yup, guess so... Lordy, seriously save yourself the hassle. You will HATE this company as everyone else in Flag does. Ive spoken with so many people who have experienced undue stress due to these wackadillies. TWO different times I have gone with this inept company and nothing but really messed up stuff has happened. The first time, the first tech guy apparently comes out and installs used dog-chewed cable (so he could use the right stuff for something else) the second tech discovered. The first dude was also in such a hurry that he totally forgot to install the phone line...These are but a few of the major issues that occurred. Then it was supoer slow inet even though I paid for super fast. Now, I find myself needing a land line phone install and ONLY due to a specific situation that requires this house to stick with Suddenlink, I reluctantly called. For TWO days they have lied to me. The landline install was scheduled to occur yesterday. I waited and waited here when I did not have the time. Today, ALL DAY ...again...being lied to on the phone by various reps who promised they would be here within the hour. MULTIPLE TIMES. POINT BLANK: this company sucks. Be smart. Go with a company that has an operative "brain." read more

They were given one star because ZERO was not an option!! The connection service was horrible for the years my husband worked in Flagstaff, AZ. We would Skype as a family and there was a constant clicking on the line. It sounds like an old morris coding machine. Today on the phone with a Amy, (customer representative) and later requested to talk to her supervisor. Aiden got on the phone and said she was a supervisor. Aiden nor Amy apparently understand their own billing cycles when applied to a service cycle, it is basic balance sheet accounting. Auto pay collected on Sept 5, 2018 to cover a service period of Sept 17, 2018-Oct 18, 2018. My husband spoke to a representative and requested his service be terminated on Sept 28, 2018, it was in the middle of a billing cycle. The SuddenLink representative assured him the service would be turned off on Sept 30, 2018, that DID NOT happen. Back to basic accounting, auto pay collected on Sept 5, 2018 to cover a service cycle is Sept 18, 2018-Oct 17 2018. Auto pay collected on Oct 4, 2018 to cover a service period of Oct 17, 2018-Nov 18, 2018? We called and requested a refund and told the service was shut off on Oct 18, 2018? Weeks after my husband left the Flagstaff area and told the account was paid in full?? We requested the supervisor of the supervisor return our phone call. We paid Sept 4, 2018 to cover Sept 17-Oct 18, 2018. Service was shut off on Oct 18, 2018. We are wondering why they collected, auto paid again, on Oct 4, 2018 for the next service cycle Oct 17, 2018-Nov 18, 2018. After talking to two different people, honestly, it was exhausting to find out they do not understand there own billing cycles when applied to covering a service cycle. read more

Their tv services are expensive and terrible. Internet outages are frequent. Poor customer service.

Our internet is always going out, we're constantly calling about no internet. They always ask us to reboot the modem over and over, even after that's been done 3 or 4 times. This has been going on for almost 2 months, now when they finally say they need to send someone out they say they can only give us a 10 hour window in which someone will arrive on our daughter's birthday. Worst customer service ever. We will definitely be looking for a new provider. I reached out as requested after I placed a poor Google review and it was absolutely no help! I was asked, "What would you like us to do?", I said obviously fix my internet that has not been working properly for 2 months and I have been saying that someone needed to be sent out. Each time I told them someone needed to be sent out, I was told our internet was working fine and each time I told them it wasn't normal for us to have to reboot the modem 2 or 3 times a week. Suddenlink doesn't care about their customers, but they damn sure take your money every month! I wish I could give negative stars! read more

This whole process is crazy. They say they'll be here, you wait, no show. trying to talk to a person that speaks English is almost impossible. DON'T do it. I don't care what their ads say, they are TERRIBLE. read more

I have been trapped with suddenlink for many years and am fed up. This is a company that will hide charges and aff them without notification. This is a company that has no understanding or grasp of basic business. They monopolize an area and then provide dirt service. They charge to much for to little. I have been without internet for a week and they say help is still days out. This is an inefficient company that if you can avoid, avoid it. Seriously have not been happy with this deal at any point. I moved and unhappily brought them with. They never informed that moving opens a new account so I call when I haven't gotten a bill on my account I already have with them and they demand I pay in full back pay to keep internet, when they could have told me when I moved that I needed to open a new account. Then my bill just randomly goes up with no changes. Just went up. Don't pick them if you have absolutely any other choice. read more

The usual manipulative, opaque business practices of cable companies. They offer a good teaser rate without telling you what your fees will be after the promotion. Then they continually raise your rates. On their website they only allow you to view upgrades (more expensive) plans, not lesser ones. Lengthy phone and chat times to try to negotiate better rates, which I have not been successful at. read more

It must be frustrating to talk to me when I call Suddenlink. I always have such a hard time getting a real person on the phone and as a result our interactions are pretty heated. When I go into the Flagstaff office, expecting a fight, I found working with the people to be pretty positive. In the past April has been very helpful and today Jolene helped me out. Steve read more

This is one of the worst businesses I have ever encountered. If they weren't a quasi-monopoly, they would have been out of business years ago. I made two appointments to have service started ... nobody showed up either time, and the second time their technician had the nerve to claim nobody was home -- this, after I wasted half a day waiting for them. I'm only sorry that Yelp! doesn't allow a zero-star option because it certainly applies to these clowns. read more

Do not use this company. Pay a little more if you have to, but get a more reputable provider. I wish we had read these reviews before we signed up with Suddenlink Unacceptable customer service. Playoff game today and service not available!!! Family drove up up from California for an afternoon of football and fun and service not available. Representative Alisha could not connect us with anyone else at the company who could help, not a manager or IT person or technician. She stated she did not have access to a Company directory to call for further assistance. How is that possible in a company of that size. Alisha stated she did not know what, if any, personnel was available in Flagstaff because she is in Texas! Wish we were never fooled by their promises of reliability. read more

update: they charged me $10 late fee for a random $5 fee that i was never notified about!! time for suddenlink to go!!!

I made the mistake to not take the advice of these terrible reviews and sign up for suddenlink anyway. This is the worst, absolute worst, company I have ever dealt with. They promise you money off if you switch from one company to them.. NOPE. I have called them atleast 5 times(I've only had them for 3 months) and they keep feeding me bullshit lies. Don't use them they are absolutely terrible. Go with Centruylink and Directv! read more

I am paying for 100 Mbps service but only getting around 25-40 Mbps, depending on the time of day I check the speed, so I called Suddenlink Customer Service to find out why. That's where the nightmare began! To date, I've spoken to 5 customer service representatives and been asked to go through the procedure of resetting the modem and router so many times I've lost count. That's not the problem, and I knew that before ever calling them. Naturally, you are forced to go through that process before you ever talk to a live person, and once you've satisfied that automated and agonizing process, you finally reach a real human being, who makes you go through that same process again and insults you by assuming you know nothing about your internet connections or your computer. After my third phone call, my internet service was completely shut down, and I went from "slow" internet to "no" internet and wasn't able to get it back up until another call to solve that issue. The last person I spoke with insisted that all laptop computers have a ethernet port, which is simply not true because I own a Dell laptop that does not have one. After many hours on the phone, they finally agreed to send a tech to our home since they were not able to determine the cause. After the tech appointment was scheduled, several more customer service reps called me (4 of them) to attempt to solve the problem prior to the tech appointment, and put me through the same, mindless process of resetting everything and, of course, had the same result...no solution to my problem. I understand this rebooting procedure might solve many internet service complaints, but how many phone calls and how many hours on the phone does one need to spend to convince them there's something else at play here? What a waste of time! My tech appointment is scheduled several days from now, and I hope after the frustration they have subjected me to, their tech can fix the issue and I can finally get what I'm paying for. read more

We've been with Suddenlink for over 8 years here in Flagstaff, all of a sudden over the last couple of years our bill just increases without our knowledge steadily from $155, $165, $180 plus just 6-8 mths ago, and our new Jan 2020 bill is at $226 a month...without anyone ever letting us know that our rate was going up - for some bogus reason, and just get the the bill shock no one received the bill in the mail. That's the reason why I always get a paper bill. If you do auto-pay on internet, out of sight out of mind... you fogetta about it! all the while your bill is going up without you knowing it unless you are diligent about checking online to see what they're charging you when I spoke to a representative today, they said it was because our "promotional package" had expired... What promotional package??? our service was supposed to be grandfathered in four basic telephone service for fire and Police department, cable TV & internet service, and we have the lowest of the high-speed internet service, and basic of the basic service fire TV - no fancy channels nothing like that. Yet somehow, over the last two years our bill has steadily increased from $155 a month to over $200 now almost $230 a month. I call this a switch and bait kind of game... Which is going to nip them in the bud with their customer base, because I keep saying one complaint after another for Suddenlink customer service... Because they're virtually is not now. They make it next to impossible to speak to someone who can help you. It's always somebody that's in the Philippines, or somewhere else, and they're just reading off of a basic speech that they give you as to why you're bill went up again. I'd say it's a pretty darn sad way to run a business - or perhaps better said, to run themselves out of business if they keep this kind of tactic up. PS the other part of their sorry customer service is you can never get anyone on the phone. You have to go to an office which is located usually somewhere far away from home, and good luck getting any help there. I'm thinking Suddenlink is going to someday "sudden"ly be out of business if they keep up these kinds of switch and bait practices. read more

If I could give this company zero stars, I would. They had to come out 6 times to get the internet hooked up. Each person who came out pushed the responsibility off to the next. The 6th time... they were scheduled from 8-12. At 1pm, we called to find out where the technician was. Four calls later, after the first three people couldn't help, they called and said they're running late and would be there about 5:30. The technician showed up at 5pm and after I asked why he was 5hrs late, he said he had that our appointment was from 1-5. They are the WORST at customer service and at completing a task. We went two and a half weeks without internet after we moved in. read more

Worst customer service. You will be on hold forever and if you do get an agent they will not know how to help you. Wish some other company would take over this area. read more

Suddenlink has the worst customer service in the industry. We have been trying a week to put our account on seasonal hold. And during that time we either cannot get through to anyone, have to wait 20 to 30 minutes to talk to someone or when we finally do get through we get disconnected or they can't help us because we do not remember our four digit security code. When we need to put our Dish account on seasonal hold we go online and chat without someone. They do it and we are done in 1 minute. I have over two hours invested in the past week and still cannot get it done. Crazy. read more

I live in Flagstaff Arizona choices for Internet service are very limited up here I decided to go with Suddenlink even though I read all their bad reviews that was a big mistake that I'm nightmarish experience 8 days ago they charge my card $68.43 and told me to Tech would be out to set up service on Monday no one showed up Tuesday no one showed up Wednesday no one showed up nobody called me from the company when I called them there was a lot of confusion on their end and they said that my appointment was set up between 8 a.m. and 8 p.m. everyday when I called and they said the same thing no one ever showed up I would never do business with this company they're extremely inept and unprofessional...I am elderly with high blood pressure..do yourself a favor...dont use Suddenlink!! read more

I've been using Suddenlink (for WiFi/Internet) for 2 years now and I've only had one problem with the modem not working completely. I went to the Suddenlink office here in Flagstaff and they gave me a brand new one and had no problems after that. For the first year, I lived in Highland Village Apartments and had no problems there. For the second year, I lived at Sterling Pointe and only had that problem with the modem (as mentioned above). I will be moving to another apartment complex and will see if it also works well there. I do have the highest download speed with unlimited data plan. I would totally recommend this company for WiFi! read more

Suddenlink - what a poor excuse for customer service! It's sad that Flagstaff, AZ only has 2 companies to choose from: SuddenLink and CenturyLink, both owned by the same parent company. We purchased a townhouse in Flagstaff. There is a Suddenlink box right outside on the curb. Called 2 weeks ago to set up service, had first installer arrive on July 21st. He tells us that the "plant" isn't installed at the curb and he needs to schedule an installer to come do that. Scheduled for 7/23, doesn't show up until 7/24. I call Suddenlink after his "install" and they tell me all is done and they schedule house guy to come out 7/31. I ask for faster service, so they get a guy out today, 7/28. This guy says nothing was done at box on Tuesday - nothing! My daughter then gets on the phone with CSR at Suddenlink and is told "sorry, we don't service that area". Seriously? Why is your box sitting at our curb? Why didn't you inform me of this when I called 2 weeks ago, or during any of the subsequent phone calls. Why did 3 installers fail to inform of this? And now, why are my calls being dropped every time I call in to find out the answers to all my questions? Crappy company, inept employees - be warned people!! read more

Its been three weeks and I suffer the inability to stream even one movie without losing internet, its that unstable and frequent that Seldomlink disconnects. Children in Zoom session for school have visited parents at work so they could stay current with their education or complete assignments and exams. Today the person who finally answered the phone was rude. I asked to speak to a tech or a supervisor, she refused to provide any info. Flat out said she would not provide me that info. Blamed my modem and said I had to be at home for her to help me. As if I dont work and when I do get home, their office is closed. Oddly, later today I was in a Zoom session with 3 other faculty from local institution, they where trying to work from home and kept getting booted out of Zoom. Yeap, you guessed it, they all have (or pay for, not actually have) service from Seldomlink. Its a county wide problem. For your own sanity, select a different provider, maybe even a gerbil wheel! read more

Don't ever use the service. They are expensive. Rude inflexible. Have almost nonexistent customer service access. Can only cancel on billy clucked and not date of move. Promotions are a crick. Don't use them. read more

This company is awful! Started my service on July 25th and it still is not working properly I have paid my bill every month with out getting my service fixed, the second technician came out and ran a new line and told me the original technician was to lazy to fix the problem. Then the customer service person was rude... my issue is apparently the box now. So frustrating... three months with no or spotty service but have paid in full every month... if you have another choice for cable or satellite choose it... told that the channels are out but my "little" box on the bedroom still gets the out channels... read more

The worst, already having problems and have not even had the install yet. Bad overseas customer service, if you can even call it that. Missed appointments / non cancelled cancellations, a crime to give them money. read more

Worst, absolutely worst, television subscription service on earth. No logical way to navigate the guide, set-up, info, etc. I don't know who designed this system but they definitely need to go back to the drawing board and start over. Will switch to DTV as soon a contract is up. read more

Do not do business with this company. Use any alternative possible. I have tried for over a week (9 separate phone calls) to reach these people and downgrade our services to only have internet and they 1) cannot be reached without waiting online for 1-5 hours (seriously!!). How is a communications company unable to communicate? 2) Once I was connected and we made it almost all the way through the process and the retention agent disconnected us. 3) I have been back on the phone this morning (for an hour and a half) trying to deal with our services. Suddenlink is not to be trusted. They treat the senior community poorly. They need to be absorbed by a competent company so Flagstaff residents can get quality service. read more

There customer service is terrible. I ordered all of there services but they did not provide me what I ordered. A tech had to come to my house multiple times to correct the error. When I called to ask about the services I spoke with a customer service rep Calecia who was rude, argumentative, and could not explain to me why my services were not on the my bill. I then asked to talk with a manager and she refused to transfer me. She told me as a new customer if I now changed my service I would lose my gift card. So after 7 times of asking Calecia to transfer me to a manager she finally transferred me. I was left on hold and then it discontinued me. Someone called me back (Ryan) who was apparently the supervisor stated that the DVR services were added and they escalated the gift card issue. Apparently customers can't talk with a manager unless if meets certain criteria. I told Ryan that I need to talk to a manager at a higher level about my account and he agreed was a valid reason. Calecia did not feel that was a valid reason. I hope that this feedback is communicated to Calecia and the customer service department. I will be telling my friends about this issue and to seek services else where. I hope this helps others and that the company takes this issue seriously. read more

I wish I could give suddenlink no stars. No one answers the phone. Ever. This company has to be the worst in customer service. Then every year you are with them they hike up the cost of services. This office doesn't even have a phone number online to call. Trash. read more

Scheduled to have cable TV installed. Could not get a service tech for over a week. Service tech installed cable tv boxes but they did not work when he left. Stated they had to be activated and I should recieve a call from tech support. No call for over 7 hours. I called tech support and could not get anyone on the phone. Went to the store and waited 45 min. Person entered the numbers of my boxes into the system, but still not working. I can't believe a company would send out a service tech and they would leave without the services working. I hope this company gets it's crap together soon. They are the only service in Flagstaff. read more

Suddenlink is easily the worst ISP I have ever used, and I came from centurylink. The internet drops out multiple times a day and replacing the modem/router/computer does nothing to solve the problem. However if you call out a technician they'll give a quick look and claim it's a problem with my equipment that I've already replaced. Then, of course, I get charged for their "help". Which amounted to unplugging my modem and plugging it back in again and shrugging. Unfortunately, the only other option is centurylink who give you horrible speeds. Just because there are no other options is no reason for them to care so little about their customers. I'm posting this review with my phones data plan current because my internet has been out almost the entire day. read more

Horrible. Overpriced, hardly works, and since the other big name company doesn't work better it's the only other choice. Customer service is at its minimum; the people literally only answer the phone to tell you to unplug your modem. Thanks. read more