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Member review of Suddenlink


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Reviews:
read 181 reviews (41 positive) (88 negative)
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Six Month Rating

Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:


$72 per month avg ($34 to $185)

Speed test results 3 year trend
Review by benflying See Profile
UPDATED: 55 days ago
member for 61 days, 23 visits, last login: 5 days ago


Sulphur,Calcasieu,LA
Contract price not specified.
"when working properly"
"support local techs weak"
"no real choice in this area for broadband"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

    I've had broadband service from my cable company since it started in this area. At that time service and support was great by Cox Communications. About 3 years ago Cox sold out this area to Suddenlink. At frirst things seemed ok, then our area was hit by hurricane Retia. After that the area was rewired and service was resumed. Often we have had some problems but are continue to be told that they are upgrading services. Even though they continue to advertise 24/7 support that support is at best weak to none.

    You get same pat answers and canned responses. Only after multiple calls and tech service does anything change. They seem to have great folks answering the phones but local support tech's are about as lacks as they come. Anything more than a simple coax repair is beyond most of them.

    Jun 23, we had a so called fiber optic break in near by city, since then after repeated calls those in my area are having same problems with slow speed ( less than 56kbs) to no service at all. I've had them hear at least 5 times ans still having same problem. Still scheduled for repair tech this coming week. Support sucks to say the least.

    When it does work prperly it's great but the frustration of getting it fixed when it's down is surely a short coming.

    We never had this when Cox was here but since Suddenlink took over, they have not lived up to the same standards.

    Attached images and files
    speedhstory.txt 1,841 bytes


    Followup comments:
    view ALL 11 comments
    Pete Abel
    Premium
    join:2008-01-15
    Saint Louis, MO
    ·Charter Pipeline

    Would like to help

    I'm with Suddenlink, in the corporate office -- you can verify my status as an approved rep for the company here: »Suddenlink Tech Support. If you'll IM or email me -- pete.abel@suddenlink.com -- I'd be happy to do what I can to help address your issues.
    permalink · 2008-07-07 09:21:11 · Reply to this
    benflying

    join:2008-07-06

    Re: Would like to help

    sent you an email... local office sent another tech out still have problem.... what is it that your folks don't understand? the problem is some where in your system...
    permalink · 2008-07-08 15:50:42 · Reply to this
    Pete Abel
    Premium
    join:2008-01-15
    Saint Louis, MO

    Re: Would like to help

    I replied to your email. Per your response to that, we'll investigate from Corp. HQ and get back to you.
    permalink · 2008-07-08 15:57:02 · Reply to this
    benflying

    join:2008-07-06

    Re: Would like to help

    received your email with referral to Grechen.... is this a way of getting help? Seems to sound as the tech's that I've spend days talking with... someone will get back but they never have so far..
    permalink · 2008-07-08 17:47:36 · Reply to this
    Pete Abel
    Premium
    join:2008-01-15
    Saint Louis, MO
    ·Charter Pipeline

    Re: Would like to help

    Based on my prior experience working with other customers, this should be the most productive route. Gretchen and I are both at the Corp. HQ office for Suddenlink, and she reports directly to me. Our combined postions at Corp. HQ have proven helpful to others customers who have not been able to resolve issues through traditional means. I hope we can do the same for you. Stay tuned ...
    permalink · 2008-07-08 18:11:11 · Reply to this
    benflying

    join:2008-07-06

    Re: Would like to help

    I'm trying to be open minded and hopefully get this resolved but have been unsuccessful so far getting the local support folks to actually address these issues. thanks for your interest in addressing these problems.
    permalink · 2008-07-09 05:08:36 · Reply to this
    benflying

    join:2008-07-06
    ·Suddenlink

    tracert.txt 7,171 bytes
    trace hops
    after days and more tech's coming to house rewiring direct line, new modems and trouble shooting still having problems... tracert command shows hops causing problems between my location and tyler main servers... so far still issues exist that they have been unable resolve....
    see attachment for delays and excessive delays in hops
    permalink · 2008-07-12 06:51:58 · Print · Reply to this
    benflying

    join:2008-07-06
    ·Suddenlink

    speed report

    Test History for benflying
    Time
    (last 24 hours) Test Results.. Comment..
    download upload Server Your Domain

    08-07-2008 02:49 PM f-speed 7175 Kbps 516 Kbps Sprint (Fort Worth TX) suddenlink.net more
    08-07-2008 02:05 PM f-speed 5069 Kbps 342 Kbps Speakeasy (New York NY) suddenlink.net more
    07-07-2008 02:18 PM f-speed 6541 Kbps 513 Kbps Sprint (Fort Worth TX) suddenlink.net more
    07-07-2008 11:35 AM f-speed 5516 Kbps 525 Kbps Sprint (Fort Worth TX) suddenlink.net more
    07-07-2008 06:53 AM f-speed 702 Kbps 128 Kbps Sprint (Fort Worth TX) suddenlink.net more
    07-07-2008 06:45 AM Line quality target IP does not respond to ICMP ping more
    07-07-2008 06:24 AM Line quality 0% loss latency 157ms more
    07-07-2008 06:11 AM f-speed 506 Kbps 100 Kbps Sprint (Fort Worth TX) suddenlink.net more
    06-07-2008 08:36 PM Line quality target IP does not respond to ICMP ping more
    06-07-2008 08:30 PM f-speed 204 Kbps 49 Kbps NAC (Parsippany NJ) suddenlink.net more
    06-07-2008 08:27 PM f-speed 356 Kbps 75 Kbps Sprint (Chicago IL) suddenlink.net more
    06-07-2008 08:26 PM f-speed 182 Kbps 162 Kbps Speakeasy (New York NY) suddenlink.net more
    06-07-2008 08:24 PM f-speed 1806 Kbps 130 Kbps Sprint (Fort Worth TX) suddenlink.net more
    06-07-2008 08:13 AM Line quality target IP does not respond to ICMP ping more
    06-07-2008 08:06 AM f-speed 491 Kbps 138 Kbps Linkline (Los Angeles CA) suddenlink.net more
    06-07-2008 08:00 AM Line quality 5% loss latency 70.6ms more
    06-07-2008 07:55 AM f-speed 486 Kbps 26 Kbps Sprint (Chicago IL) suddenlink.net more
    06-07-2008 07:53 AM f-speed 384 Kbps 102 Kbps Speakeasy (New York NY) suddenlink.net more
    06-07-2008 07:52 AM f-speed 577 Kbps 80 Kbps Sprint (Fort Worth TX) suddenlink.net more

    Displayed time is local to you. Modify your current timezone
    permalink · 2008-07-08 15:56:48 · Print · Reply to this
    DJBuzz24

    join:2008-07-01
    Fort Smith, AR
    ·Suddenlink

    Re: speed report

    Ben, how's your connection now? Have you been in contact with Pete? He's a pretty smart cookie, but be careful and make sure they aren't just appeasing you. I fell into the trap of, "wow, a Sr. VP, this rocks!", only to find out that he's more like the SuddenLink Information Minister than anything else ("There are no capacity issues in SuddenLink network, no, never!")

    From the looks of it you get great speeds as long as people aren't torrenting TV shows over night. You could always just pay $30 a month to use your connection for 4 hours at a time, right?
    permalink · 2008-07-13 12:59:57 · Print · Reply to this
    benflying

    join:2008-07-06
    ·Suddenlink

    Re: speed report

    still speed flips from high to a crawl... already paying for high speed version for my area.... should be around 8meg as advertised... and untill the major fiber optic cut in Lake Charles on 23 Jun was up there almost all the time..

    since then it has been up and down... tracert command shows hanging at Lake Charles hop and again in Tyler hop....

    everything at my end has been replaced including new dicated line.... all equipment and still have problem....

    the NAC folks tell me they have noise problems on some of their servers but so far they hqve not found out why..

    so it's still in the works....I will say they have been trying
    permalink · 2008-07-14 05:24:20 · Print · Reply to this
    benflying

    join:2008-07-06
    ·Suddenlink

    Suddenlink can't

    tracert25jul.txt 6,754 bytes
    For some reason Suddenlink seems to not be able to figure out the problems... Still having issues and trace route tests come back with excessive delays or time out and never connect to major sites such as MSN Yahoo Google and the like..

    Last report from them was they are working at Headend of NOC but ended up with another tech showing up at my door on Sat morning... nothing against tech but he had no clue of prior history since 23 Jun and repeated vists here.. once again they tested everything here qnd confirmed problem is downline in nodes or server interface hops....

    failures continue to fail at Lake Charles or Tyler hops with excessive delays of over 500ms

    It would seem the tech's in the field never get feed back from main office and problem never gets reported to folks that can fix these issues....
    permalink · 2008-07-28 13:54:44 · Print · Reply to this
    Forums » comments on review of Suddenlink

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