Optimum — Local services in Point Pleasant

UPDATE: Since the rebranding to Optimum, what was Suddenlink seems to, in our area, have gotten the hint. Since they replaced all the nodes in our neighborhood we haven't had but maybe 2-3 hiccups in the better part of the last two years. Our service has been overall consistent with expectations, and as the other reviews have mentioned, our price has not gone up since we signed on, and according to the agreement, it never will.

*It did help that the installation guy on the truck (local guy and independent contractor) was nice enough to give a rundown on what had been happening since Altice bought the company. The basic gist was that they bought so much so fast they hadn't really done due diligence on the infrastructure of Suddenlink and were just getting to see how bad it really was. If Suddenlink spelled out the local issues to their local customers, I think they may have avoided the flack so severe they had to change their name.

Anyway, I've increased my rating and will do so again as time moves on if they maintain this higher standard.

(earlier review below)

I have never, and I mean NEVER, seen such a poorly run internet company. My income is totally reliant on a reliable internet signal, and the tech told me today, after he said the lines in my house were fine, is that my whole block has had a ticket on the local street lines for some time, and the local stores can't manage to get the local line guys to fix the issue that knocks out the whole block whenever it gets cold or wet. Apparently, most of my neighbors stopped calling long ago because there is no point. The local service goes down EVERY DAY for the last three days, sometimes many times per day, for hours at a time. The so-called customer service, located in the Philippines I think, will not provide the local office phone number. If this were just entertainment, it would be one thing, but in the world of COVID-19 this is my LIVELIHOOD. The worse part is that because no other internet company services the area, Suddenlink has the whole area hostage. We need RELIABLE service in Pomeroy! Cannot be trusted. Does NOT deserve to hold their license, let alone...

We have had suddenlink for many years now. We always really loved them, they were competitive and all of their employees were local to the Ohio/West Virginia area. The customer service was amazing, night or day. Then about a year or so ago they were bought out by Altice. Suddenly all of our phone calls were sent to out of country out-sourced call centers. Just getting someone on the phone was like doing cartwheels through burning hoops. And when we did get ahold of someone they were rude or unintelligible. Our service began to suffer. We were supposed to have the highest internet, but we were now getting 1/4 of that. Our cable would go out, or our on-demand would stop working. Finally our cable, phone, and internet all went out. They scheduled a service tech to come out, but not for a month! A month without the $250 service I was paying for! Fast forward to now, we're fed up. We cancelled our internet and phone, but kept the cable temporarily until we could find a better deal. We've now gotten a Roku and an online streaming service, so I'm ready to cancel our cable. We planned on paying what's left on our bill this coming week. However when I called to cancel, the automated system won't let me talk to a human. Because we owe a bill, I was automatically transferred to the pay by phone system. I logged in online only to find they never cancelled our phone. The numbers they have listed (there are several) all get sent to the same automated system, which won't let me talk to a human. So I tried to use the chat function on the site. After waiting for nearly 20 minutes, the person I'm chatting with said they can't cancel my service. That I have to call the number listed. I explained what happened when I called, but they said they can't help me. I've tried getting ahold of someone on facebook. I'm out of options. So now I'm getting ahold of the Better Business Bureau and the FCC. Do yourself a favor, don't get service with...

I stopped in the Suddenlink office in Point Pleasant this past week. I was looking to get internet and there weren't many choices in this small town. It seems that most all internet companies get terrible reviews so when choosing one I guess you just pick the best of the bad. I first came in early in the day hoping to get t installed the same week. Misti Sexton helped me and told me that it would be the end of the week to get it installed. I decided to check around first. I found the other options to be worse. When I came back in Misti tried to get it set up but because there hadn't been service at that address before they had to do a site survey. She had to call a different department to get this done She waited patiently on the phone to try to get them to do it right away for me. She was on hold probably 40 minutes before they finally answered. They set the survey up for the end of the week which set my timeline back quite a bit. I still haven't gotten service but things are moving along. I'm giving a 5 star rating not for the internet service but rather for the effort that Misti Sexton made toward helping me out. Often people only give reviews when they have a bad experience. It's not fair for the people that work hard and give good service to be judged because someone else from their company does not. Thank you Misti for the excellent...