I'm a SuddenLink Cable TV customer in Victoria Texas. About a month ago SuddenLink "upgraded" their network to provide more HD stations. As part of this "upgrade" the numbers for most of the channels were reassigned. Unfortunatly, their seems to have been an unintended sideaffect. All of the channels in the Digital Family Tier now show up as "Not Authorized". This is everything in the range from 301-388 (except 311-316 which are designated as the Digital Family/Discovery Tier...these are still working). Also, the HD channels (415-472) are also Not Authorized. From others I've spoken to this issue seems to affect the entire Victoria service area. I've called your Customer Service and explained the issue to them...your "Tier 3" support technicians say that it isn't possible to get Digital Family/Discovery Tier and not get the Digital Family Tier...all your agent (who said she was getting a lot of complaints from this area) could do was pointlessly sent a tech to my home a week and a half later (more or less just stalling for time while the programming issue will hopefully be resolved). The tech obviously couldn't fix the issue since it is obviously a programing/tier profile problem but he did seem to be aware of it and the fact that customers were beating him up for something he couldn't fix (btw, he was very nice, polite and apologetic). Needless to say, my ticket was closed with no further action. Here's the point of my message...this has been going on for a month...customer service/"tier 3" support don't seem to believe it's possible so they aren't opening tickets properly...your customers are leaving...this should be a simple progreamming issue...your customers are leaving...I don't think this issue is being addressed.
BTW - many of the channels in the Digital Family Tier haven't worked in years including DIY and several others but people gave up reporting it.
I don't know who is in charge of the programming "Tier" in this area but you might want to give them a "heads up" (or fire them for incompetence).

This is in regards to Suddenlink TV.

I currently subscribe to DirecTV. I am very happy with DirecTV's service and product. I'm just not happy that the price is $156.00 every month. I do get the Premier package that has the movie channels and such. I could do without alot of the extra channels such as sports, but that's how they get you. You can't pick your packages. I guess they are trying to spread the cost of watching NFL to even those folks that don't watch it. You have to have it in order to get the movie channels. What a rip.

I wanted to see what Suddenlink had to offer. I told them I'd like to take advantage of the special they were running to try it for 30 days money back guarantee. The only thing I was told I would be out if I decide not to go with them was the $40 installation.

I asked the sales lady how many HBO and Showtime channels I'd be getting with them. She told me the same as DirecTV. She told me I would have the exact same channel line up with the same picture and sound. She also told me it would be about a $60 savings per month by going with them. She explained that I didn't have to disconnect my DirecTV until I've decided. She said the tech could come hook up the Suddenlink TV without taking down my DirecTV. That was great. How easy is this. I could try them and only be out $40 if I don't like it. I wouldn't even have to go through the trouble of taking down my existing DirecTV. She explained that they would have to charge me for the first month and the $40 installation. That it would be on my next month's bill.

The tech showed up 3 hours late. He immediately informed me that I would have to write him a check for $99. I told him the lady said she'd bill me, but I can write a check if necessary. He went on to say that they(his office) doesn't share any information with him or the customer so he's not surprised they didn't tell me I needed to write a check. I showed him where my TVs were located. He was to install the exact equipment that I had with DirecTV. 2 HD DVRs and 1 regular video receiver. He took me outside explaining that he was going to have to run cable on the outside of my house to get to 2 of the rooms and my master bedroom would have a cable coming down the wall over my bathroom door and then to the TV. He could put it down the wall but that would cost me $85 per drop. I told him that was unacceptable and he said then he couldn't do it. I told him how does DirecTV do it? He said they are using the preexisting lines. I told him he could take down my DirecTV connection to put his connection on the preexisting lines. I said that a few times already. He starts the installation. He comes back to me about 45 min later and says he can't install the one in the master bedroom because I must have a splitter in the attic because the signal just bounces back to the initial connection. He couldn't step into the attic unless I agree to pay $90 for insurance. You know to cover any accidents. I told him just forget about the master bedroom. I'll just try it out for 30 days on the other TVs. He finishes up and turns on the TV all connected to Suddenlink. I immediately notice I have only 4 movie channels. I asked him to show me the channel line up. The brochure he handed me has about 9 HBOs and 9 Showtimes. and several other movie channels. I asked him why I don't get these. He says Suddenlink doesn't offer those. They are from the East and West Coast signals and Suddenlink is cutting back on that. I told him it won't work for me then. It's not worth the savings. Just take it all down and put my DirecTV back. So sorry.

He gathered up his stuff and DirecTV was searching for Satelite when he left. My DirecTV never came up. I called Suddenlink back 15 min after the tech left and told them. I called them back after 2 hours later. No one called or showed. I called the next morning. The tech on the line said there isn't any record of me calling for the tech to come back. So I asked to talk to a supervisor. Jessica Jacobs, I think. was her name. She sounded so interested. I told her my whole story. Sounding so sincere. She promised a call back within an hour from her or the local dispatcher. I didn't receive a call from anyone. Instead a tech showed up. Didn't even know why he was there. There weren't any notes in the ticket. He said he couldn't touch DirecTV's equipment. He left.

My DirecTV equipment was damaged by the Suddenlink tech and I was without TV all weekend. DirecTV is coming out today to replace the connector the Suddenlink tech blew up. I haven't received any communication from Suddenlink at all.

If there were another company that offered the fiberlink service for internet for the price that Suddenlink has it I would cancel my service for that.

It's like they didn't even care. AT ALL. Don't waste your time with this company if you prefer good customer service. They don't care.

To Whom It May Concern:
My name is Marciea Parker and I am sending this email in regards to the completely horrendous service I've received here lately from your customer service reps here in Greenville, NC. My bill and the bundle associated with it has been the source of an unnecessary amount of stress and headache for me. This is largely due to the inability of all of the associates I've spoken with to correctly document information pertaining to my account, and provide me with an accurate account balance due.
On Sep. 13, 2010 I spoke with a man named Carlos who at the time was working in the disconnection dept (now working in a different dept ) offered me a promotion due to me considering to switch services to a satellite provider. We worked out a deal that I felt was reasonable and fair. I was happy to continue my services with your company. However the next month came and I received a phone call from the disconnection department regarding and overdue bill. I called and after a few transfers and long wait times on hold I was able to speak with a customer service rep to have this resolved. This would be the first of many such calls made on my part regarding my bill.
November comes around and I receive the same phone call stating that there's a past due balance and my services are about to be disconnected again. After another round of transfers and long pauses left on hold eventually the bill was supposedly resolved and I was assured that things would be corrected. They were not. The only reason I did not endure this process in December was because my mother passed away so I had a lot more pressing concerns than an incorrect cable bill. This does not mean, however, that the incorrect bill went unnoticed or that there wasn't another harassing phone call threatening disconnection, yet again.
Now it January, at this point I'm a little distressed at the notion of having to go through this process YET AGAIN! This time I made it a point to note whom it was I spoke with. I had the unfortunate experience of speaking with Rebecca (ext.4004) and Josette (ext.4045). I was on one phone while my husband was on another phone, both with Sudden Link because this time we mean business!!! I was able to finally get through to Rebecca (eventually) to start explaining my situation AGAIN! Approximately 10 minutes later my husband was able to get Josette on the phone. We were both trying to rectify this situation because it seemed as if one person saying something just wasn't enough! While talking to Rebecca and Josette neither of these individuals mentioned a $120 carry over balance on the account however both of them assured us that the amount paid would completely settle our bill. Having confidence in the fact that 2 different people assured us things would be corrected we even splurged and order the WWE Royal Rumble PPV.
Friday yet another call was made regarding an outrageous over $200 cable bill being due. I'm seething mad at this point. I should not have to tolerate such a lack of incompetence regarding correcting a customers account. I called this morning IRATE to say the least. After some time I was able to finally speak with Carlos again (the person who started this process and offered the bundle). I explained to him my frustrations and disappointment with the entire ordeal. We reviewed my account, found where there were some issues regarding the way the bundle was input into the system. We went over the bill including late fees accrued and past due balances. Once everything was settled Carlos assured me that the billing should be corrected and waived the fees for the PPV as a customer courtesy. I appreciate the courtesy extended, but that has not given me complete confidence or certainty in this matter.
My purpose for this lengthy email is simple...
#1 to inform someone at a corporate level of the poor lack of service I've received
#2 to request that a statement be provided clearly outlining my bill and current account balance by Feb. 14th
#3 to voice my displeasure of having to constantly call to have my bill corrected and amended for circumstances that were created by members of the staff;
In conclusion I must say that even though a PPV was credited I am still not satisfied. I would frequently like to utilize the PPV service offered however due to uncertainty about bills, account balances, and other charges I absolutely cannot take the chance of ordering programs only to find that there are hidden unknown balances out there to be applied to my bill.

THE INSTALLATION GUY CAME AND TALKED ABOUT BEER THE ENTIRE TIME. HE WAS NOT HELPFUL AT ALL AND DID NOT ASK ME IF I HAD ANY OTHER QUESTIONS AT THE END. HE JUST GOT HIS PART DONE AND LEFT. HE ALSO LEFT THE CABLE VISIBLE ON OUR LAWN AND DIDN'T IMBED IT INTO THE GROUND LIKE HE WAS SUPPOSED TO! HE DID NOT TEST IF THE INTERNET WORKED AT ALL EITHER! WE HAD SUDDENLINK FOR ONE DAY AND TOOK EVERYTHING BACK THE NEXT DAY. THE CUSTOMER SERVICE LADY AT THE FRONT DESK WAS VERY RUDE AND ACTED LIKE SHE HAD SOMETHING UP HER BEHIND FOR NO REASON WHEN WE WERE TRYING TO ASK WHEN WE COULD EXPECT OUR REFUND! DON'T GET MAD AT US FOR YOUR POOR SERVICE AND ATTITUDE! SUDDENLINK IS NOT WORTH IT! WE NOW HAVE AT&T U-VERSE AND IT IS 100 TIMES BETTER THAN SUDDENLINK! SUDDENLINK SHOULD WORK ON THEY'RE CUSTOMER SERVICE SKILLS OR FIRE THEIR CURRENT EMPLOYEES AND HIRE NEW ONES!

WE ARE GETTING OVER CHARGED EVERY OTHER MONTH FOR SERVICES THAT WERE PROMOTED UNDER A DIFFERENT PRICES, OFFERS. NOW HBO WENT UP FROM 5.95 TO 15.00 FOR NO PARTICULAR REASON. WE ALSO GOT CHARGED 34.00 FOR A SERVICE CALL IN WHICH A SUBCONTRACTOR WHEN AND CHARGED SUDDENLINK 34.00 FOR SERVICES PROVIDED TO MY HOUSE. THERE IS NOTHING IN WRITTING THAT EXPECIFY THAT CUSTOMERS WILL BE CHARGED FOR SERVICE HOUSE CALLS. I AM A HEART PATIENT AND I ALREADY BLEW A GASKET THIS THIS CRAB. I WILL MAKE MY PERSONNAL MISSION TO TELL THE WORLD HOW POOR MANAGED COMPANY AND SUCH A LOW CUSTOMER SERVICE COMPANY SUDDENLINK IS.