The overseas help line is all you will get ... wires are down in our yard during Super Bowl weekend, and they said they'll come out next week. The technician himself took everyone's internet offline, left, lines in the ground, saying he would have us back online in 30 minutes.... he left and never came back, only filling out a ticket for someone else to do his job. NEXT WEEK.... That's what happens when they hire someone who can't speak English and has no idea what the Super Bowl is. When I asked him, as he was in his bucket disconnecting our internet, "You know this is Superbowl Weekend, right?: he said, "What's the Super Bowl?!" read more

Schedule install with Technician, no show no call. When called Customer Service and support, was told Technician not available need to reschedule. Reschedule date offered was 2 days out, requested to cancel, Optimum would not cancel service after 2 hours on the phone. Called again to cancel spent 2 hours being transferred to several agents. Believed it was canceled received calls from Optimum threatening will be charged for equipment and a month of service if I didn't let a Technician install service in 2 days. I advised I called another company same day Optimum was didn't show, company installed next day, now don't need Optimum service. Optimum threaten again to charge me month and equipment cost if I didn't allow the Technician to install. I responded don't send anyone, didn't want their service. Don't recommend Optimum, they don't deliver and threaten you when you don't accept their service. read more

AVOID AT ALL COSTS!!! Optimum is the WORST Internet provider I have ever worked with. I am unfortunately stuck with them as the only option in my apartment complex. I recently noticed I was overcharged by $20 for the last 5 months. I spoke with 7 different representatives over the span of 5 days. 3 representatives guaranteed me my full refund would be credited to my account. The credit never hit my account and after the due date came and went, they then tried tacking on late fees.. after guaranteeing me the credit would be applied and cover that months bill. After the due date, I called again and all of a sudden they were unwilling to credit me any money... Money I had already paid them for services they never provided. In the end, the "best" they could do was give me $5 off my bill over the span of 12 months. That's still only $60 out of $100 I have paid them. They informed me it was my fault for not noticing them overcharging me sooner... Optimum will take your money at any opportunity they can. read more

The internet is always going in and out, 5 plus times a day, even on clear days. I've had to change my modem 8+ times because they claim that's the problem something needs to change or no more money for you guys! read more

I've been an Optimum customer for over 7 years (through name changes, etc.). I'm a senior and on a fixed income. Once again, I received a bill increasing my monthly by $20, all while offering an internet promotion to NEW customers for $25/mo AND a $100 gift card. So, $25/mo for new customers and $60/mo for existing reliable customers of multi year duration on a fixed income. Contacted Customer Svc to see if something could be done to lower my payment as it's not sustainable with a low, fixed income. The CS Rep would NOT listen to me despite me asking her 3 times to just hear me. Ultimately, I disconnected the call out of sheer frustration. She actually called me back so she could hang up on me. Optimum has HORRIBLE "customer service." Optimum does NOT care about existing customers at all and are grossly aggressive at holding people in internet deprived areas hostage. I would give ZERO stars if that was an option. read more

I was a loyal customer of Suddenlink cable, internet and telephone line for over 11 years, and then the name changed to Optimum. In November of 2023, Optimum allowed someone to steal my identity!!! They(Optimum) allowed someone to call and say that they were moving into my place of residence, and Optimum turned off my CABLE without verifying any of this with me!!! This made me feel as though I had been violated in the worst kind of way! When I contacted Optimum to tell them what happened, they said they had no record of me being a customer. Optimum gave me the run around, transferring me from one department to another! However, they sent me a bill for a little over $500!!! But you (Optimum) have no record of me being a customer!!! The more I tried to seek help, the crazier things got. I did have to create another account just to be able to have cable while I looked for service elsewhere. Found another cable provider turned off OPTIMUM, turned in their equipment!!! As of this day, April 29, 2024, no one from Optimum customer service has ever reached out to me to investigate what happened!!! OPTIMUM CUSTOMER SERVICE SUCKS... read more

All they have done is lied since September 5, 2024. Charging more than they said, added paperless, then took it off and my bill went up. Fir bill was 160 and every bill after that had been over 100 when I have a flyer that states 25$ which is what I agreed too. Not happy at all. read more

Customer service online and on the phone since terrible. Service is sketchy. I was disconnected 3 times while trying to resolve an internet issue. Choose anyone else! read more

Check your bills carefully because I have had fraudulent charges added to my bill in the past. For example, I just had a service tech come to the house to install ethernet outlets in four rooms. The tech shows up after failing to show up for the first appointment and tells me he can not install the outlets because I don't have the right switch. No ethernet outlets were installed. I review my bill and I was charged for the installation. I wasted half a day waiting on the day the tech failed to show up and then two hours on the phone disputing the charges. Suddenlink customer service is horrible. You receive very inconsistent information from the reps and some of them don't know what they are doing. Recently some of our channels and the DVR were not working. Spent an hour on the phone with a rep who could not figure out what to do so she scheduled a tech appointment which means more wasted time! The tech shows up and says this should have been handled by the office. He calls the office and they flip some switches and the problem was resolved easily by the rep on the phone. Another half day wasted! SUDDENLINK HAS RAISED PRICES TWO TIMES THIS YEAR! Not happy with your service or the prices? Call Suddenlink and threaten to cancel services. They have a whole department called "retention" and they sometimes will reduce prices if you raise enough hell. Most of you know Suddenlink has a monopoly for cable service in this area. No competition. The problems they have all stem from this fact. If you don't have any competitors then you are less motivated to spend the time and money necessary to improve your business. THIS IS A GREAT EXAMPLE OF WHY CAPITALISM/COMPETITION HAS PROVEN ITSELF TO BE THE BEST ECONOMIC MODEL HUMANS HAVE DEVELOPED SO FAR! read more

Got hung up on by a supervisor for the second time this morning after being repeatedly told that I was not allowed to speak with a supervisor Repeatedly asked for a bucket truck all I'm being sent is a "technician" that does not have proper diagnostic equipment /borrows my tools and ladders every time. 7 "techs" have been out over the course of 45 days. The service lines coming to my house are not providing the 50% minimum guarantee of the speed that I'm paying for. I am paying for 400 and regularly only receive anywhere between 80 and 140 MB. My signal varies just like a sine wave. Twice I have asked for a refund to be denied or hung up on. I am paying for service I'm not receiving. If I could give zero stars I would read more

Cable internet service is limited so Suddenlink is ok service. Often has a weak connection during wet weather. Are better than no service.

Horrible horrible horrible. We have had to have a tech come out 6+ times in the span of a couple of months. And to no surprise our internet isn't working yet again! I am at my wits end with these people. read more

We pay for 1gig of no internet. We are lucky to get 50 mb. Almost $100 a month. Looking for another way instead of wasting our money on something we aren't getting. Wonder what advice the Attorney General would give regarding this issue? Optimum is not interested in resolving the issues read more

Where to even start. Long story short, we've had 4 different people come out. Some lied to us about policies so they weren't able to do it and others told us they were going to get it setup and LEFT without saying a word. We have had to make 6 different appointments. We still do not have internet. We have been on the phone for multiple hours but just go in circles. They don't care about their customers. I don't know how this company stays in business. read more

These people are a rip off. Don't believe the anything they say. My bill was never the same always adding extra cost without my permission. Added HBO Max to my bill and I only have internet with them. I used Direct TV for HBO so I know I didn't add but they say I did. Also I never received the $200 gift card that they promised. I recommend ATT if you live in the East Texas area unless you wan the run around from suddenlink. read more

Gotten the same run-around from them most people in the thread ave gotten. They already know they have the monopoly on HSIA since AT&T's service through satellite is much slower. Technical support at their call center is only knowledgeable of one solution- "reset the modem". Yanking the cords in/out isn't helping anyone, and then they have the nerve to say it's 3 days for a tech to come out. THAT should say something; if all your trucks are rolling on service calls, you've got a PROBLEM! But.......it's seems like this company that bought them out (Altice) cares about nothing but dollar signs. FUCK THE CUSTOMERS! read more

Hate this company!! Only WiFi service in Nacogdoches beside at&t so they know they can do a horrible job on anything they do! They don't even have a direct line to the business that's here in town so you have to go in or go through the whole telephone service before you get a person. read more

Suddenlink has done an excellent job in providing me with internet, telephone, and tv service. I definitely recommend them.

Internet service has been down for over three days and when I log into my account to check for outages there are none. I know for a fact there is an outage in my area because businesses near me that use Suddenlink are experiencing the same issues. Five day wait for a tech to show up, customer service outsourced overseas customer service people barley speak or understand English. They have no idea how to troubleshoot except rebooting the modem remotely. Also the wait to get in the cue takes 14 min because of the automated system failing to access the modem and telling me to reboot my modem. If you look at a Suddenlink outage map the outages spread across the entire United States. read more

Terrible customer service. The people here are rude and unhelpful. Can't wait to switch to at&t.

Will never use this service again. The entire service is terrible, and unprofessional. Customer service is non-existent in this company, and I'm very disappointed and upset. Avoid this location and company. read more

Suddenlink had a service interruption in my apartment complex since last Sunday 10/27/18. Today is 11/2/18 and they are still working on the issue. How incompetent does one company have to be. No cable service. And when I called I was told they don't know when they are able to fix the problem. I know how I'm going to fix it. I'm going to cancel if it is not on by next week. I can get Hulu for $40 a month , same channels. I never had that problem in Houston with AT&T u- verse or Dish. I don't know if this is what they do in East Texas but where I come from it's called shitty service. Get it together or get actual competent technicians. Unbelievable!!! When you charge me an exuberant amount, I expect to use it. Unfortunately AT&T is not available in my apartment, otherwise I would of switched a long time ago. This is day 8 and still no cable service ( 11/4/201 . Day 11, they still don't know when they get cable back on. read more

I upgrade to Suddenlink's unlimited plan that promised "up to" 400 mbps. I happily upgraded, and guess what?! My internet speed gets slower from an average of 10-12 mbps to about 5 mbps. So I called customer service to explain. The rep agrees saying, "That is WAY too slow. Let's get a technician to come out there and see what the problem is. Oh, and BY THE WAY, if the technician comes out and the problem ends up being on your end, you will incur a charge of $60..." "Ok," so then I ask, "What constitutes the issue being 'my fault?"' (No response or real explanation) "Fine, if the problem is on my end, I will be happy to pay it because the issue will be solved, and it is worth $60 to have the problem fixed. I don't care whether it's my fault or Suddenlink's.If I can get like 1/4th of the speed they are saying I could get I would be perfectly happy. So the techs show up, and, although late, they are very nice and spend extra time to try and fix the problem. After 2 hours or work, they replace some wiring outside the home and do extensive troubleshooting. But to their frustration, the problem persists. While working, the techs call someone (who I presume to be their supervisor) to try to get some guidance. I caught the tail end of the conversation the tech was having, and he said, "yes, he has the connection, but his plan is the 400 mbps plan." And then the call abruptly ended.... ? .... So the tech tells me they couldn't fix the problem, and a "maintenance team" had to be called in to fix the problem. He agreed there was nothing on my end that could have caused the connection issues. "When will they arrive? Do I need to be home?" "No," said the tech, "The maintenance team will just show up outside the home, and they won't need to come in your home." So I wait a couple of days... Then, a couple of weeks... Then a month, and no "maintenance team" ever shows. My service remains slow... I call Suddenlink customer service back several times, and this is what happens on each phone call: Me: "Yes, I would like to see where this 'maintenance team' is?" Rep: "Well, on the customer service end, we cannot see where maintenance teams are scheduled. They just show when they can. Would you like for me to schedule a technician to come out?" Me: "... uhh... a technician has already been called out. You already said you can see that in the system. Are there any notes related to what happened on that technician visit?" Rep: "No. There's no notes left by the technician on what happened on the visit to your house." Me: "Well... here I am telling you that the issue is not resolved. Can you reach out to the particular technician that came to my house for more information on what happened?" Rep: "No, we do not have that contact information. Would you like for us to call a technician to come out? If the problem is on your end, you will be charged $60." (EPIC FACEPALM) I have several such calls trying to get some sort of answer, but to no avail. Some customer service reps do not even know "maintenance teams" even exist. No one ever comes to fix my connection. No one ever calls me. I always have to be the one to call and try to get something done, only to get them to threaten to bring a "technician" out to charge me $60 if they so deem the connection issue to be "my fault." So now comes the moment of truth for me to pay my bill, and.... YOU GUESSED IT!!! There is the big fat $60 "service call" charge on my bill. I call customer service again, and I finally get them to submit a request to remove the $60 charge. I call Suddenlink back a few days later, and they said the request for the service charge to be dropped from my bill was REJECTED, but no reason is given...So the last customer service rep I spoke to "escalated" the situation to her supervisor, and I have been promised a phone call from said supervisor. someone actually called the next day, but after explaining the whole story again, she said it was a "valid" service call, and I should have read the written terms on their website. I have filed with the FCC and BBB. read more

I never had problems with this company until I tried to move. I LOVED SUDDENLINK. Then I tried to get them to transfer my services for a move. One phone call where they tell me I don't need an appointment and this will be a breeze. A new phone call and they tell me that I need an appointment. Taking off work for an appointment and no one ever calls or shows up. Another appointment is made this time (yay!) on a weekend. I stay home in order to be there for my service professional. It is nearing the end of our slot, and we call. The person on the phone says our professional will be out shortly. The end of our slot arrives and no calls and no shows from a professional. We call the company again. They say "oh! His truck broke down and he called both of your contact numbers to let you know". This is news to me, because we have received ZERO calls from Suddenlink. Meanwhile, I am using up data on my cell phone service which has been the only reliable company and the only way I can contact Suddenlink. There is no way to email or post mail to Suddenlink. You must call and wait through a very confusing menu and then wait on hold only to find you have come to the wrong department and they transfer you to either 1)wait some more, 2) have them accidentally disconnect your call, or 3) give you a message that their department is now closed because it took so long for you to reach them -shame on you! It is ridiculous! So, they moved our appointment again. We get to take off work to be there for them again. We asked, "How can we be certain someone will actually show up?" They said, "Oh, he'll be there". I doubt it. Too bad there IS no other company in town. That is why they can get away with this terrible treatment of customers. I am so incredibly disappointed! read more

Horrible, horrible service. My Dad has been without TV for 19 days. He lives in Appleby. After holding on phone for 2 1/2 hours , got some unqualified Tech to come to house. He brought a new box and that's all. We had already put in a new box when this first happened. Didn't check outside cables or anything. Have called 3 other times, and nothing! Can't get hold of anyone on phone. One time they said they will send a signal and it would be on in 30 minutes. Never came on. Still "No Signal" Worse cable service ever. Why can't they get this fixed!!! Dad is 90 yrs old and all he has is TV and its been out for almost 3 weeks now!!! read more

This company is god awful FLAGRANT!!! Customer service is unprofessional, uneducated, and nauseating. WATCH YOUR BILLS! They are FRAUDULENT! Thank god I keep receipts because they don't - tried to say i owe money for things i already paid for! They are scamming conartists! I just started using them last month ONLY because they are associated with my new apartment complex. Set up my account, opted into RENTING a motom through them which came with the option to pick up in store and set up ourselves or have a technician come out and install for 100$. Obviously choose to set up ourselves, a month later WiFi goes out randomly. I called listened to the dreadful automated voice and finally got a representative who tried to tell me it was my computers fault!!! And that all I needed to do was clear my computers cache and the WiFi would work for the computers, smart tv's and phones again - tech support are obviously morons clearing cache does not fix service for different devices!!! Called back and the next rep told me it was the apartment complexes fault, went to the office and they said no, obviously it was on suddenlinks end, called back and FINALLY found someone who could help me a little! Found out they never put me in their system!!! Just took my money when I went to the store to pay initiation fee's and motom rental fee's! The supervisor that told me that couldn't even figure out how I've had service the last month, but said I was going to have to pay all the fees again if I wanted to get my service back up and running! THIS COMPANY IS HEINOUS!!! read more