This company is a joke. I have been trying to get my internet connected for over three weeks. Took that long just to wait on hold for almost an hour multiple times, having my calls disconnected intentionally, to get an appointment for a technician to come. Technician came yesterday and installed the modem. But someone at the office didnt activate my account. Spent another 45 mins on hold only to have my call disconnected. Today sat on hold for over an hour before dealing with someone who told me there was a mistake in the sales department for not setting up my account correctly before the technician came. Got transfered to sales and was disconnected again. They clearly dont care about their customers and being a local monopoly means they dont need to change. I hope some competition comes into area and runs them out of business. Suddenlink you are the worst ever. read more

Terrible customer service. We got internet last night from suddenlink. our connection drops every 60min. We tried to modems. Now their support team tells me the next available appointment is in 12 days. Saying that this is unacceptable, they say: do you want this appointment or not? plus: we can open a ticket and you might get one earlier without knowing when. read more

I had a technician fail to show up for the fourth time today to install. Don't judge me, they are my only option. Anyway, I'm sure you are all aware of the unacceptable customer service I went through the first 3 times, but today was different. Today the technician reported back to dispatch that he showed up to install and that I told him I didn't have the money to pay....100% lie. He didn't show up at all. I purposely scheduled on a Saturday knowing these scum bags would be late and I was willing to accept that and allow them to disrespect me by being late so my kids can watch cartoons. Sorry little ones, we will find better things to do. read more

Background called to set up tv, internet, and phone... well from the beginning this was a pain in the rear. Suddenlink has the worst customer service. So many issues I don't even know where to start. Example A: You call and they send you through a million steps. This happens every time you call in. After the million steps you get placed on hold for 2 plus hours. Then to be transferred from person to person. Example B: tech comes out (who was the only positive thing about the whole experience) and we are told we need our own modem. So have to go to Best Buy or somewhere to buy one. SERIOUSLY. You don't provide a modem for internet!?!?! Example C: when we called to set up our account they told us we would get 2 TVs with dvrs and the price would Never change. Well today we don't get DVRs and they are going to charge us more each month. And we had to go to get our own DVR now at their shop in Truckee. On top of this they called us liars regarding the DVRs. However my husband and I talked to 2 people on our original set up call and both confirmed DVRs. Example D: I have no idea if the phone ever got set up. Example E: never provided an Acct number which which u need to talk to anyone. Apparently I have a million hours in a day to waste on Suddenlinks horrible customer service. Oh guess what still DONT HAVE internet. They are going to have to come back another day. . Maybe AT&T would be a better option. read more

Do NOT get Suddenlink if you have a choice! We are being charged for a service call to correct the bad cable that the original install put in. I was told that after 30 days the cable is considered mine so they have to charge for the call. It didn't matter that it was theirs originally. Also I lose internet service in part of my home everyday from 3:30 pm until late at night. If I had a good choice for service I would change in a heart beat! read more

If I could give 0 stars I would. the actual cable picture is poor quality. In July they installed a new cable and left it laying exposed on the ground, saying someone would shortly bury it. It's now October and the cable is exposed and subject to damage. Tried calling customer service, after 1 hour and 45 min, I hung up. Looking for another internet cable option. Oh, one last thing, the cost, approx $150 per month for horrible service. read more

Horrible customer service. The service people are nice enough, but the basics like billing, online account management and the call in services are world class horrible. read more

This is the worst company ever. They provide terrible service, and internet, phone, and cable TV frequently are not working. Customer service is virtually non existent and their phone system is a nightmare. I wish I had another option where I live, but this is basically it. read more

We recently moved from Grass Valley, CA. When I called to cancel service and return their equipment I was shocked to find out that their local office was closed. I was told I had three options: 1. Wait two weeks for a technician to pick them up (we were moving in 4 days!). 2. We could drive to Truckee, the nearest office, to drop them off. This would entail a three hour round trip drive! Really??!! 3. We could mail the equipment to their Truckee office. Again, Really?! In the end we had no option but to mail the equipment back from our new home 400 miles away at a cost of almost $33.00!! What kind of customer service is this? Very upsetting. read more

Another day, another outage. A little bit of wind, a few snowflakes, or a cold morning and... no internet. It's happening way too much and very frustrating. In 2017, we were out for a week and had to drive 10 miles into town to find intenet access. read more

I feel sorry for Truckee, this is the worst ISP I've ever had. Nothing but slow and unreliable internet speeds. Makes it impossible to accomplish anything even with their highest internet package. I recommend looking elsewhere for internet if you can. read more

I ACTUALLY DON'T THINK THAT THEY COULD BE ANY MORE INCOMPETENT IF THEY TRIED. If I could give zero stars I would. My favorite part was when I cancelled the service. When I cancelled the service I asked if I had any balance due - the lady said that I didn't have any balance. I thought that everything was taken care of then I started getting phone calls from Suddenlink a month later. They left message with ZERO indication of what they needed. I called the number THEY PROVIDED back and the associate on the phone said that he had no idea why Suddenlink was calling me and that I should ignore the phone calls. I received one more phone call to which I ignored based on the instruction from the associate. I then got a notice of collection in the mail. Super awesome to get a hit on my credit for this. NEVER AGAIN WILL I USE SUDDENLINK. read more

Horrible!!! We run a business and our phone line drops every other hour (which includes our credit card machines), and our Internet has been nothing but problems ever since we picked them up. Customer service will come to fix your problem, but they wont tell you what they did so you can fix it if the same thing happens again (or should I say WHEN it happens again). If you have ANY other option, take it. read more

Suddenlink is horrible, even for basic cable. Not only is the product quality poor, but then they screw you with invented fees. After terminating due to a home sale, they charged me $80 for the cheap plastic digital converters they mailed to me (forced) when they went digital. When I terminated I told them we had sold the house and they never asked for the cheap devices back. No other cable company charges for them, just Suddenlik. Avoid them at all costs. Even AT&T is better than these crooks. read more

If i had a choice, like a previous reviewer, I would give them no stars. Their equipment is inferior (they had to reset my cable box 3 times in the first two weeks, the phone is not clear and the DVR recordings are poor at best). And they do not stand behind it. Too bad if it means you lost calls or shows. But then they cut off the service for the previous occupant - 5 weeks after we had moved in! and while they told us they would fix it within 24 hours, it was more like 72. And they lied to us, telling us technicians came to fix it but we were not home (4 adults home most of the time, and 2 the rest). ALl they would do was credit us the amount of time we were without service, not understanding the concept of making amends for their service. and the time i spent on the phone with them. Terrible company, terrible customer service representatives who do not understand the concept of making it right. read more

Sucks! Truckee, CA is largely a vacation home community. Cable service choices are extremely limited. I need an ungraded cable box for my upgraded TV. They will not ship one. You either have to go to their local office or schedule an appointment then they charge to deliver a cable box. There is no reason why, that with UPS (etc) signature required and a deposit they can't ship one to a vacation home owner's primary residence. I only wrote this negative review after being on the phone with them twice for almost an hour trying to escalate this and talking some sense into them. Negative black stares and holes as mention by other Suddenlink reviewers is appropriate! read more

There are no utilities that get rave reviews for service, but Suddenlink is by far the worst of any I have to deal with--Verizon, ATT, DIRECTV, PGE, Truckee Sanitation....you name it, they are all five star operations compared to Suddenlink. We are now six months into a service dispute with suddenlink in which our service was disconnected because they made a billing error and will not stand behind their mistake. We have spent HOURS on the phone (mostly on hold), have been yelled at and hung up on and have not had followup promised to us. Ignoring the already terrible, expensive actual product which stinks and is less reliable compared to what we have in other homes we would already dislike suddenlink. But this customer service makes a bad bad situation even worse. My advice is to seek alternatives to cable tv....we are going to cut the cord and go streaming so that we don't have to pay them so much. They have a monopoly on high speed internet so we're stuck with them for that but I sure hope I never have to speak with them again. read more

WORST customer service I have EVER experienced in my life. Nightmare. At tech support on the phone they inform you that you have to drive to the local outlet to ask for help. They don't deserve to be in business. read more

This company deserves no stars! I am in Homewood, part-time resident on weekends only. Getting someone to come out and see why I have had no cable for almost a year is a joke! They only work M-F 8 to 5pm. However, they still wanted me to keep paying the monthly bill even though there was no service. Therefore, I was forced to terminate the service in January. Now, less than 2 months after cancelling they are taking me to collections because I did not return a small cable box. Funny that Suddenlink didn't tell me when I cancelled the service that I had to turn in a cable box. Where in the heck am I suppose to turn this cable box in to??? This is the poorest customer service I have ever had the displeasure to work with. CONSUMER BEWARE WHEN USING SUDDENLINK. read more

I've tried two times to have a combo modem installed...first time the technician said the work order was wrong...second time the technician arrived without the correct modem...0 for 2...for a relatively simple task. Add on multiple phone calls to schedule and reschedule, each time having to explain to 3 different people what I was trying to accomplish. Fingers crossed that the third time is a charm...with a very low confidence level. read more

This review is for internet. I don't have other services from Suddenlink. In some neighborhoods, the service works well, consistent speeds, no prime-time congestion. In other neighborhoods, the service is atrocious, with frequent drop-outs, high latency, congestion. Then, calling for assistance with any of these issues is a nightmare. Long hold times. Clueless technicians who can't do anything except "reset your modem" or "send a tech out", while chastising you that there will be a charge because OF COURSE the problem must be on your wiring or LAN. I've had three visits from technicians since my service was moved to my new address. They still haven't identified any problems, but nevertheless swap things out for what seems like no reason, and tell me to hope that the problems go away as a result. Makes me want to pull my hair out, cancel and just deal with slow DSL speeds. The only reason this company is still is business is because they have a monopoly and there aren't any other choices for high-speed internet in town. If I could give them zero stars, I would. Update: I was contacted by someone at Suddenlink to try and "help" with my problems, socialsupport at suddenlink.com. Seems like PR for the most part. I'll update the review if they're able to do anything useful. Update, November: It has now been 7 weeks since my service was installed. I've had 5+ technician visits (losing count), and the cable modem is connected by a temporary wire hanging out of the window, bypassing the house wiring. Dropouts continue. On the plus side, the local supervisor gave me his direct contact info, so at least I don't have to call the call center and go through the useless script anymore. But I'd really rather it just get fixed so I have internet with a basic enough level of reliability to be useful for home office work. read more

I read the yelp reviews 3-4 2 years ago before moving to Truckee and was horrified. Therefore I feel like I should really write a review because my experience is very different (and good!) I work from home a lot and rely on fast, reliable internet. I used to pay for the business service (which has *guaranteed* bandwidth) but it's not cheap and really meant more for businesses, so I ended up switching to the residential service. I now have the 100Mbit down/7.5Mbit uplink and I get those speeds over 95% of the time. Latency is great too. I work via remote connection most of the time and frequently video-conference, all works smoothly. During the setup I had some small issues but the technical customer service reps were awesome, way better than any other ISP I've dealt with. Also when I was looking at houses, I was in email communication with a customer service rep who gave me the signal strength/internal quality estimates (based on cable connection strength) - which was very useful. Anyway, in short, we are lucky to have Suddenlink in Truckee, they are awesome. I used to have Comcast and live in the Bay Area and the experience is 10000000 times better. At the end of the day, remember this is an ISP, and people don't write reviews when they're happy, only when they are not. We don't really have any options and it would be good to have competition, but in the meantime, Suddenlink is great (and again, light years ahead of Comcast!) Next, can we get fiber in more residential neighborhoods please??? read more

I can't rate the TV service, but the internet service is abysmal at best - I wish I could give them a 0 star. The speeds fluctuate all over the map during the day. We pay for 15 Mbps service, but that is only available between the hours of 3 to 6 AM. The service is pretty much unusable after 6 PM - we normally get less than 1 Mbps during those hours at best. A lot of times we have no connection at all between those hours and have to keep resetting the cable modem. Don't even try and use the service during the holiday periods when Truckee is packed with tourists. During those times the service is completely unusable pretty much all day. Their technical support will feed you some line about the weather causing issues with internet speed - complete BS. Heed all the reviews and stay away from this company if you can. read more

Internet connection is horrific! Can't get through to a live person for tech support. If it wasn't cheaper that AT&T for just as slow service it would be a -1 star. Continual hassle that should not be happening in 2016 read more

The worst customer service department I have ever experienced. I spent all day yesterday trying to resolve an issue. The chat feature was terrible as well. read more

My experience with Sudden Link was beyond my expectations. I had experienced considerable frustration and confusion with calls to their main office. A visit to their Truckee office was handled nicely by their staff but I needed to contact their main office (844-227-1627) to resolve the issue. The home office representative Umair was friendly, patient, apologetic for my trouble and helpful beyond my expectations. We ended up with a tv/internet package that we are delighted with. He finished the conversation by giving me his direct contact # and the case # for any further issues. read more

Absolutely, positively the worst internet service I have ever experienced. Having been an internet customer of Comcast, Time Warner, and AT&T over the past 16 years, that's an astounding statement. Those 3 companies pretty much reign supreme in the pantheon of crappy internet service. But Suddenlink in Truckee is, in my humble opinion, the WORST internet service I have ever experienced. We pay for 15 mbps. Over this past week we have regularly seen download speeds of 0.1 to 0.8 mbps on Speedtest.net. Ping speeds were regularly above 300ms. Basically nothing would work. Slow service is par for the course especially in the evenings and during holidays. Suddenlink knows that Truckee is mostly a vacation community, but is seemingly unable to build a system capable of providing decent service when the population of the area is actually in town. I reached out the their tech support - they were actually quite nice and pretty sympathetic but unable to do anything to actually help us. A service appointment 10 days out was all that they could offer. Seriously? 10 days for a service appointment? I could be outraged, but I knew that there was nothing wrong with my modem or the wiring in our house. So I made a critical comment on Twitter in hopes that the higher ups would note my dissatisfaction. They did reach out and I learned the following: 1) The system they have in place is inadequate to deal with the peak data needs of their customers. 2) They've ordered new hardware that will allegedly help fix this. 3) They have no control over when this new hardware will be here and couldn't say when it would be delivered then installed. 4) An internal fix (that should help most issues - allegedly) is in the works, but won't be available until the end of February. Seriously. This email exchange took place on 12/31/14. They won't have any fix in place for 2 months! I am actually going to be forced to call AT&T and get a quote for DSL service at my house. Lest you think I'm making this up, I've included my email exchange below. This is the entire chain. The names are redacted, but the emails are otherwise unaltered. "Hi name - Thanks for letting me email you - it can be difficult to communicate information with the limited amount of characters that Twitter allows. After speaking with members of our senior Management team in the Truckee area, they've confirmed that they're currently aware of the slow speeds some customers may be experiencing, and, at this time, we're currently awaiting new equipment to arrive to resolve this. Once this equipment has been received and put in place, all area issues should be resolved. At this time, all signals to your modem are reading great, and there is nothing at your home that I'm currently detecting as an issue with; however, I do see a service call is scheduled for 1/17 for a technician to confirm. I apologize for any frustration, and we we appreciate your patience as we work to correct this. Please let me know if there's anything I can do to help in the meantime. Thanks, -name Suddenlink Communications" "Thanks for the information and quick reply. As background, we've experienced consistently slow internet speeds for months. It's generally useable (never speedy) except when trying to stream any type of video - especially when there are more people up here. Since we live in a vacation home area the peak traffic tends to fluctuate based on seasonality. It appears (after years of observation) that the system you all employ here is incapable of handling that type of traffic. That is disappointing as it signals to me an intentional underinvestment in infrastructure. I hope the hardware that you're receiving will help resolve this issue in an ongoing way. Is there an estimate for when the new hardware will be in place? I appreciate that I received a credit for Internet service until my appointment date, but would happily pay more for a quality service that I can rely on. It's frustrating to not be able to rely on dependable service. Regards, name" "Hi name - You're observations are correct - this issue seems to happen more during peak travel times to the area. The new equipment should help relieve any bandwidth issues during heavy data use times. Unfortunately, the equipment arrival time is outside of our control as we're awaiting it from the manufacturer; however, we're also planning to make in-house changes/upgrades towards the end of February - this should help relieve most of the problem. Thanks! -Name Suddenlink Communications read more

Could I give no stars? The worst ever! The internet is dropping all the time. The TV service doesn't have full list of shows compare to comcast or direct tv. Looking for other options. It's for $240 a month! Ridiculous! read more

Wouldn't not recommend. Salesperson overseas that was difficult to understand and kept trying to sell me things I didn't want and asked way too many personal questions (do you have kids? How old? What shows do they like to watch? How are they going to watch their xyz shows unless you get xyz service?") Went with D&D instead, they are awesome. read more

We recently bought a house in Truckee after many years of ski leasing and having AT&T internet and TV. All I can say is Suddenlink provides a better internet connection than the alternative and a friendly service to the area. We subscribe to their 30/2 Internet service and basic cable. The internet has worked well with our own modem (Motorola) and nice router. You should do a quick Amazon search for good cable modems and routers and this will help quite a bit. With the service we commonly stream 2 movies and listen to pandora at the same time. It is not as good as our service in the bay area, but it generally works. Obviously other reviewers have different opinion but if you get internet and TV with Suddenlink and use a good Motorola modem and nice Asus router for the Internet and use the digital tuners on a modern TV then everything works nicely. And if you want to add a DVR they use Tivo! Which is just a great DVR and I would take this over what Comcast gives us in the Bay Area any day. read more

Suddenlink has the slowest possible speed and charged highway robbery for the service. They also have hidden overage fees. Only other choice in our area is att and that is even slower but no hidden fees that I have come across. Extremely disappointed with suddenlink. Excited to cancel service when I have energy to deal with them. read more

This company would not be in business but for the monopoly they enjoy in Truckee, CA. I had an appointment to install the service between 1pm - 5pm (red flag by itself). The technician arrived at 5:30pm. Without apology he stated that he works only until 5:00pm and cannot perform the installation. I asked him to call the office and try to resolve the issue - I had to take a day off to wait for him, after all. He turned around and when I asked him where he was going, he showed me his hand (as in "Talk to the hand"), started whistling, got in the truck and left. He was there no more than 2 minutes and manged to personally insult me. I did not receive any communication from Suddenlink about even rescheduling the appointment. The opposite - after several 30-45min holds they told me that they could not do anything about it and they could only put me back in the queue. That means 2-3 weeks in the future. The supervisor magically is never around. Additionally, when I asked about the late show-up credit they "guarantee" at https://www.suddenlink.com/wepromise/guarantee the customer rep hung up. The installation technician behavior was not only unprofessional; it was insulting - normal businesses fire on the spot for much lesser offensives. What is more concerning is that Suddenlink, with their actions (lack of empathy, lack of desire to remedy the situation in any way) show that they condone such behavior. Given my numerous contacts with various people within the organization I could ascertain that it is a cultural phenomena for this "business". Unfortunately, there is no alternative in Truckee, CA. Given their monopoly they enjoy, I would expect them to be better regulated. read more

If there was a no star option, I'd put that in! Horrible customer service! Crappy connection that drops daily $50/mo for crap If I could go somewhere else I would in a heartbeat !!! FU suddenlink!!!!!!!!!!!!!!!!!!!!!!! No. read more

TERRIBLE customer service. I can't write the word "terrible" enough times to describe how awful these people are, and I've been a customer for years. That's the problem with a monopoly, I have no other option. I can't imagine the hiring process. but one question must be "would you like to learn infant CPR for free?" They only hire respondents who decline. read more

We haven't had on-demand service for 6 months. Customer service is THE WORST OF ANY COMPANY EVER! This is their service process: call and get the computer automation that sends a signal to your device; no change; computer goes through this several times; finally get rerouted to a person (likely in an off-shore call center or working from home); no matter what you tell them they send a signal to the box; no change (DUH!); you spend 30 - 60 minutes on the phone with them (mostly on hold); then they finally schedule a technician (3rd party contractors) out to help 3-5 days later!!!; Technician has a 3 hour window to show up and most of the time they show up after you've waited for 4+ hours; technician swaps the box; new box doesn't work either; Repeat box swaps until there are no more boxes in the truck; Call dispatch (someone in TX I think) for help; still can't figure out what the problem is; give up and close ticket. But, WAIT! MY PROBLEM HASN'T BEEN FIXED!! This same process has occurred 5 times in 6 months. The technicians have actually made things worse to the point where we have no cable channels AT ALL. Yesterday we finally got a box that worked and we now have cable channels (still no on demand). We asked the tech about the on demand and he said there's a break in the outdoor line somewhere in the neighborhood and that no one has on demand. NO ONE FROM SUDDENLINK IS DOING ANYTHING ABOUT IT! Yet we are paying them for SERVICE! After the tech left we discovered that the TV that had been getting HD channels (just an HD box not a Cable box) now isn't working. Some error about the service being disconnected. Started the service "support" process all over again. We're going to CANCEL AND JUST USE STREAMING SERVICES. read more

This company does not care about their customers! I have had issues with the TV and internet for over 3 wks the TV has horizontal lines going through the screen some channels are so bad I can't watch them while others say service interruption, WoW NO KIDDING!! I have had one serviceman out here he was very polite, I had to wait a week for that appt. he put in a new TiVo box and the picture was a little better, but it is back to where it was. I have called numerous times only to have them give me instructions to check the connections and unplug the system basically give me the run around I have been so frustrated, I asked to talk to a supervisor, I was put on hold for 5 minutes then was told there was not one available, then she put me on hold again to see when a serviceman could come out I was on hold another 5 minutes only to tell me my appointment was 5 days away even though she marked the ticket as escalated service I said I wanted a appt ASAP, the woman said OK someone will call you within a hour, No phone call wasted my time staying by the phone, I call a different number talk to a guy told him I had waited a hour no phone call he tells me I am sorry it should be 24-48 hours I asked to talk to a supervisor again, I was put on hold for another 5 minutes then he tells me there is not one available, I asked to talk to someone in a higher position he could not connect me to one, I am extremely frustrated I have to wait 24-48 hours to see if they even call to schedule a appointment sooner than the original appointment. I would not recommend this company at all. They need to make some serious improvements!!!! read more

Internet/cable service, as well as customer service is terrible. Their people are consistently rude, prices are higher than almost all competitors, and they will nickel and dime you when it comes to renting their modem (making it difficult to purchase one - even when you've already paid their price x3). I would recommend going with a provider that has more competitive pricing and better customer service. read more

This should be a ZERO star review. Easily, the worst company I've ever encountered. Any customer/technical support issue - good luck to you, you'll need it. No internet for months, three technicians in a row no-showed on me (no call, no text, no show) - is there any oversight at this company? There seems to be a programmatic strategy to transfer customers within the phone tree to India. You'll spend 30-45 minutes per phone call, transferred around several times - and it will likely end with a disconnected call/hang up on the other end. I think the strategy is to frustrate customers enough that they give up on their problem - whatever it is (no cable/phone/internet, etc.). FOR ANY POTENTIAL COMPETITOR READING THIS, please know that every Lake Tahoe area Suddenlink customer I know will say good riddance to Suddenlink in a heartbeat as soon as ANY VIABLE highspeed internet competitor emerges. I'll volunteer my time to help you (not kidding)! Please save us from this trainwreck of a company (okay, I indulged that last part, but it was earned)! read more

Two months ago my cable television service from Suddenlink went dead. I called their offices 3 times and set up appointments for a guy to come out. All Three Times No One Showed! This was the office in Texas that seemingly does not give a crap about their customers. On Monday this week I decided to head to the local office. I learned that even though they have a phone, they do not answer it because they are far too busy. The area these poor overworked sould cover is a couple small mountain villages. So I elected to arrange service while standing there in the office. They woman took my information and said a tech would be out on Saturday between 2 and 4pm. Today is Saturday August 6th. It is now 4:30pm. No workman has arrived. No phone call, no text, no email. I put off a lot to be here today. In fact it cost me a couple of hundred for today alone. I did my part. In my opinion, Suddenlink has once again let me know that they, even on the local level, do not give a rat's ass about their customers. Where will you go? Cable companies are monopolies thanks to our corrupt US Congress. Looks like they owe me for at least two months bills with more accruing daily. For the last few minutes, I have been looking for someone, the county franchisee authority presumably, to complain to. Well there is no way to submit a complaint against one of their franchisees on the web here in Placer or Nevada counties. Suddenlink, go back to Texas where you belong. read more

This is the worst service I have ever had! Internet is down for 5 days and they have no way to escalate the issue because it's a residence instead of a business. TELL ME - how many people work from home???? Are we not in the remote work era?? This isn't just an entertainment issue (although even if it was 5 days is still not acceptable!), but this is business and a very critical issue. I am having to go to the coffee shop to use their internet. There lack of response is insane! Highly recommend for anyone considering sudden link to look elsewhere! read more