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Sudden Link Complaint - Suddenlink Installation Disaster - Suddenlink cable internet and phone
Sudden Link Complaint

Sudden Link Complaint


Suddenlink Installation Disaster - Suddenlink cable internet and phone

I started using Suddenlink as my ISP two and a half years ago, as they were (and still are) the only broadband provider in my area. At the time, I was renting while waiting for my home to be built, and was told by the Suddenlink salesperson that if I went with a two year service agreement, there would be no problems transferring to the new service address once it was constructed. We started the transfer process in January or February of this year, moved into the home in March of this year, and as of November 28, are still waiting to hear when Suddenlink can actually finish hooking up their portion of the cable for our service address. It took from February through August for them to fund their portion of the project, and then from then until the beginning of November to get in contact with me (which they did via their Social Media Liaison only after I started posting reviews of my experience so far).

Working with Shannon from Suddenlink, the Social Media Liaison, I learned that it wasn't actually a funding issue on their part, but an installation backlog, and that I might have to wait until the end of the year or longer for service. Fortunately, the local Suddenlink engineer called me a few days later and stated that they would pull new lines from the road to a cable pedestal on my property on November 16, and have the service installed from the pedestal to my home on Monday, November 19. On the day that my installation started (November 16), my neighbor realized that he could now get Suddenlink Internet and cable service, thanks to the work Suddenlink was doing for my installation. He contacted residential sales and scheduled for an install for November 27. It is now November 28, my neighbor has been hooked up, and I am still waiting for the installer, scheduled for November 19, to arrive.

I have been sending emails and leaving messages with Suddenlink for the past few days, trying to find out when the work would be completed. I was finally able to talk to the Suddenlink engineer in charge of installing the cable pedestal on my property and getting it hooked up to the cable lines at the street this morning. He was surprised that I still had no service, as his crew had completed their work early last week, and I was supposed to already have had my install completed. It has not been, however, as my address is STILL listed as "not serviceable." So, nine months of waiting for service to be completed, over $1000 in trenching and conduit, and over a week now of waiting for someone at Suddenlink to press a button on their computer to change my status so that the scheduled installation can actually be done? Wow. Surely there is room in our market area for another cable/Internet provider.

-- UPDATE: It turns out someone entered my status incorrectly. It should have been "now serviceable" rather than "not serviceable." It has taken over a week to correct this typographical error, and Suddenlink still hasn't scheduled my install, but at least now it is theoretically possible. Of course, the sales department, which actually handles installation appointments, still has me listed as "not serviceable."

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natoslug says: (6 years ago)
My install is finally scheduled for next Wednesday. It would have been nice to have been able to schedule this sooner, but it takes a while to change those pesky typos.

SDLshannon says: (6 years ago)
Hi- Shannon from Suddenlink here. I know we have been working together, and I apologize for any inconvenience. I do believe we have you scheduled for an install currently. Should you have any need for assistance in the future, please don’t hesitate to reach out to me. Thank you.

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