We only have 1 choice for Broadband, Suddenlink. We are connected via cable. Not used for TV. We are subscribed and receive unlimited data at 100 mbps. Over the past 11 years there have been minor connection issues. The issues are always with the main cable (not the line to my house).

For the past several months our connection has become very unreliable. Customer Service and Tech Support has been moved to India (I'm sorry, could you repeat that? I couldn't understand you.) On June 4th (Thursday)we had no internet and I called CS. Of course, the automated system directs you to do a Modem reset then when you finally get to talk to Rajesh he tells you to reset the modem again. I explain that the issue is with the MAIN cable. Okay Mister John, we will send a Technician to your house....( NOOOOOOOOOO, you need to send a service tech to work on the equipment and cable out by the street, not my house,) The earliest appointment we can get for the technician will be next Tuesday June 9 at 8-11am.

So, no internet Thursday to Tuesday. Technician shows up, connects to the line outside my house, hmmmm, out to the main junction box. The main line is bad. He has to take screenshots of his meter readings and fires off an email requesting the Line Department. 48 hours later, no repairs, no internet.

Thursday June 11, call Suddenlink Customer Service again. Yup, sending a Technician to the house on Tuesday June 16.

There are no phone numbers for Suddenlink that I can find that aren't answered in India. The technician couldn't/wouldn't give anything.

On Tuesday June 15, it will be 13 days.

I'm gonna go full Karen on someone.

UPDATE UPDATE :

Tuesday June 15:

Second technician arrives, and after doing his meter check, determines (and states) our signal is "TRASH". Se have to have a Line/cable guy out, and he'll be here within 48 hours. No show on Thursday, however, I replaced my modem just because.

Line guy shows up on Friday June 19, signal is bad, replaces some part on the "node" nearby. Improves signal by ???4??? something.

Same day, call Suddenlink Customer service to register my new modem. CS says I have to speak with Technical support. Call TS, he states that I have to speak with CS and hangs up on me.

Saturday June 20: Finally get a CS agent to register my modem. I gots me some internet!!!

Sunday I call AT&T Customer Service and discuss the possibility of using a 4G LTE Hotspot. Can do they say, but limited doe to cell speed and I already have a 3rd unused line and phone with active SIM Card. NO PROBLEM, I am connecting to our local tower at +200Mbps!! Also get a higher tier unlimited date plan ($24). Order a NETGEAR LTE MODEM, install, connect and I'm really good to go.

Monday morning call Suddenlink and tell them to cancel my ($112 with tax)service and shove it. I am going to to be $88 ahead.

This message has been edited. Last edited by: Johnny 3eagles,

For each and every day they have not provided the services which they contracted with you (and has been diagnosed as there problem) ask for a day-to-day refund.

You shouldn't have to pay for something you're not receiving.

That's a given. I want my service restored. I'd like to speak to an American management too.

There's no more US based customer service for Suddenlink since they closed the Tyler call center. It's all overseas now.

I don’t know how suddenlink is still allowed to conduct business in the US with all the complaints they’ve received. They’re our only option as well. When we moved back from Indy it was night and day difference despite having their “business class” Internet due to my wife working from home. Good luck. I’ll be glad when anyone offers an alternative in my area.

If they are the only cable internet provider available, the situation might be similar to what we have in the area where I live. The cable provider here was granted a monopoly for this area, by the municipal government. Lousy service generated a lot of complaints. Soon after petitions bearing the signatures of many voters arrived at city hall, service magically improved.

If local oversight is not an option, perhaps a coordinated complaint to the FCC, with copies to

Dexter Goei, CEO
SuddenLink
520 Maryville Centre Dr #300
St. Louis, MO 63141

Phone: (314) 315-9400

FAX: (314) 315-9496

Or maybe first try calling the U.S. number above, tell them that you are getting no help from the offshore customer no-service people, and you need to get service restored.

Thank you. I will call that number this morning as soon as I get out of the operating room.

When our only broadband provider Mediacom had a similar problem, five separate tech visits didn't help. I filed an FCC complaint and soon two vans showed up. These techs actually analyzed the problem and replaced some equipment several blocks away to finally fix my service. The FCC complaint really seemed to have gotten their attention.

quote:

Originally posted by Johnny 3eagles:

as soon as I get out of the operating room.

Whatever it is, I wish you the best.

Got the Voicemail of the CEO. I left a polite and concise messagw including my name and phone number. Next stop....FCC.

Bump for update in OP.

Johnny 5G will be here soon and will alleviate. Until then work off your 4G LTE. ‘
Trust me the wireless companies want to cash the fuck in on bricks (5G Hot Spots) but there is going to be a lot of cannibalism.

Word!