Optimum — Local services in Stillwater

You get what you pay for, but when you don't and you ask them to fix it, they lie to add unwarranted fees to your bill.

I pay for 200Mbps download speeds, so I was understandably upset when I wasn't even able to break 1Mbps for more than a week. A service technician came out, claimed to have fixed the problem (and to his credit, he did temporarily), and left with no explanation of what was wrong. My speeds were more or less what I'd come to expect for another week or two before they returned to laughably slow. Another technician came out, this one much more professional, and he explained that the line on the outside of the duplex I'm currently in had been poorly maintained by the company. There were splices in half a dozen locations over a fifty foot stretch of cable, and it should have been replaced years ago, so he told me he would do it. I asked if there would be any charge for it, and he said no, he would make sure there's no potential for a service fee being assessed for his visit. He did, and I haven't had issues with my internet since then

The next month I received my bill and saw a $50 service fee had been charged for a repair visit. I spent thirty minutes navigating through automated phone menus attempting to get on the line with an actual person, but to no avail. I ultimately gave up and used the online chat tool to get in touch with a customer service representative, who informed me that the technician had cited an "interior outlet problem" as the cause of the internet issue. Because he listed an issue on the inside of my apartment rather than the problem with the line outside that had been poorly maintained for years by the company, I was charged a $50 fee because interior issues are assumed to be caused by the customer. At this point I was very upset that the technician had lied either to me or on his report, but the representative was very helpful and assured me he would look into what had happened and would contact me via email within a day or two with more information. He told me to go ahead and pay the normal amount on my bill, but not worry about the service fee or any late fees that would come from it if he didn't get the situation figured out in time. It has now been a full month and I have not heard back from him, and I just received a call from Suddenlink stating they would shut off my service if my bill is not paid within a week.

I have had nothing but bad experiences with Suddenlink since I began service with them in June of 2016, and I look forward to graduating so I can move to a city whose internet service is not entirely controlled by a single company. If there were any other services in Stillwater, I would switch...

This is the worse provider I have ever dealt with. I ordered business phone (2) lines with rollover and Business internet for $153.00

From the start this was a complete mess. Tech shows up and was at my business no longer than 15 mins. Left with both internet and phone not working saying he called in a ticket. Two days later still no phone or internet. After hours on the phone with Suddenlink comes to find out only one number was ordered and they were having issues with setting that number up. No excuse for internet not working. I was told at that time the other number was ordered but over the next week or so when my services were still not working it comes to find out the 2nd line was never ordered.

Over the next three weeks I spend over 20 hrs on the phone with tech support trying to get my phone and internet working. Suddenlink sent out techs four different times never getting the services working. Every time the techs blamed it on programming and said this was a very common issue with Suddenlink.

Finally on November 25 and after spending 5 hrs on the phone with Suddenlink tech support we got the services going and this was only due to the woman I finally got in contact with was a long time employee and had contacts In the programming department. She ended up ordering the 2nd line and fixing all the issues.

Now to billing. Before my service were even working I received a bill. The bill included services for both phone and internet even tho it was not working. The bill also included installation charges and a missed appointment charge. When I ordered service I was told any installation charge would be credited or at no charge and at no time did I ever miss an appointment. I was also supposed to receive a visa gift card, which I never received.

After calling in and speaking to billing who is overseas I was told over 3 times the account would be credited properly with the last time the overseas billing representative told me my bill was 60$.

Now after having the service from Nov 24, receiving an incorrect bill in December which should of been about 60$ and receiving a bill today January 14 they are telling me I owe them a little over 500$. This is impossible as my monthly is only 153$.

I was told today my billing cycle is the 7th to the 7th. So, December 7th to January 7th is 153$ and January 7th to Feb 7th is 153$ equaling 306$ plus the 60$ equals 366$.

Another day wasted on the phone with Suddenlink for 2 hrs with the billing representative telling me there is nothing he can do.

I would not recommend Suddenlink and I am currently on the phone...

Dismal customer service. We were patronized and called liars by the in store representatives, and were told they could not do a full review of customer service interactions online or via telephone.

We had our service disconnected by SuddenLink despite being paid up on our bills (they actually owe us money and are having to send us a check because our account was closed without our consent and they are unable to recover it)

Check this out - if you want to mess with someone and know where they live, all you have to do is create an account online and put in a change of address request. Say you're moving from (insert address of the person you want to mess with here) to (any other address). SuddenLink will process that request, without any form of authorization whatsoever! We had someone who had no access to our account (no password, no pin number, no name or phone number of the person whose account it was) submit an online request to change our internet service to a different address, name and phone number).

We only found out about this because 2 weeks prior to our internet being disconnected, we received a phone call with a disconnect notice. After speaking to a representative, who refused to tell us who the person was that requested the address change, or even where the 'new' address was, we informed the representative this was not a valid disconnect request, and were assured our service would not be interrupted. 2 weeks later, our service (and account) had been cancelled. After spending time at the SuddenLink office, we were told there is nothing they can do, and expressed no concern about the fact that someone with no authorization to make changes to our account...made changes to our account, including terminating our service. They told us all they can do for us is to completely re-create our account, and put in a workorder to reinstate our service with no ETA on how long that would take.

When we inquired in store as to what compensation they could provide for the hours we spent on the phone and in store trying to rectify their 'complete dropping of the ball' (their words, not mine), we were told 'that's not something we do.' The first words that came out of the SuddenLink representative's mouth when the next customer walked through the door was 'Oh, are you here for reparations too?' C'mon man. You acknowledged that y'all messed up, allowed someone to access our account and disconnect our service who was unauthorized to do so, and then throw it back in my face when we asked what could be done to compensate me for my time? Very...