Review of SuddenlinkAll reviews of |
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Once again, if it wasn't so cheap, I'd be gone already. Reminded me why cable sucks. It was great for awhile, but they sold 8/512 packages for $30/piece to everyone they could, and now it's slow. Edit 8/24/09. Pete was able to help me getting my correct cost. Still getting great speeds, and if this wasn't such a good deal, I'd upgrade to faster speeds. Picked up SL about 1 week ago today after having at&t with their 6/768 package. I contemplated keeping at&t because of the higher upload. Anyways, I'm on the 8/512 package, and I signed up back in July but did not activate my service until one week ago. It did not work for the first two days, probably a MAC/modem issue, but once it did, it's blazin. We have SL at my non-college home and it is very, very poor so I wasn't sure what to expect. Maybe it has to do with the fact that SL has DS 3.0 in my area, but I always get ~950KB/sec and sometimes burst over 1MB/sec. It was a self install, so I can't really knock them there. The part that I'm having problems with currently is I was promised the 8/512 plan for $20/mo for one year, a promotion they had going at the time. Well, they applied it as $20/off for one year, which makes it about $41 after taxes, still cheaper than at&t. Customer service is usually nice, and local. I have to fake my area code to get the local call center, but other than that it's fine. I was told my account was being sent up to a supervisor to be "evaluated" since the credit was applied wrong. Other than the above issues, the connection itself works great. SL's routing isn't the best in west TX so the uploads aren't the greatest. We also have 6meg DSl, 18meg U-verse, and Wimax. U-verse is way too expensive and I live in a not-so-good part of town so they of course did not lay it to my complex. Hopefully once these billing issues get worked out it'll be good. Also, I had to buy a modem for $37 after tax, and it was $39 shipped on Newegg so not a bad deal. Followup comments:
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NOTE: There was no ISP alternatives in my area at the time, and I wasn't going back to dial-up since the phone company was charging me $70 a month for the service (hidden charges against dial-up users). So, I suffered for a while until they changed names to Cebridge connections, at this time the service was better I only had to call tech once every two to three months, still annoying. Then not long ago they changed names again and WHAM! I have been having issues ever since. The tech support is now the worst I have delt with, and I once had to help a friend cancel an AOL account four years ago (NIGHTMARE). They just sit there telling you it's your fault for the problem when you know it's not. Last week I couldn't get my modem to connect to their network, so I gave tech a call and it took me calling back five times over the course of two days to find someone to tell me that it was indeed their problem and was definitely on their end. The first rep. I spoke to scheduled a technician to come by the next day between 8am and 3pm, I was home waiting until 6pm, I even called in to work sick as to be sure I didn't miss the guy. He never showed, later that night I called up Sudden Link and they said he came by, but got no answer at the door or on my phone, I told them I was home all day and didn't even leave or sleep between 6am and 9pm, they stuck to the technicians suspect story. Now I see why tech support is FREE. After speaking to the only competent employee I could find I told him I was getting really close to switching from cable to DSL, which just became available in my area recently, he then asked me if I wanted to switch from DirecTV to Sudden Link cable TV to save $10 on my internet bill. I told him no, since I had switched from their expensively lacking cable television service a year ago to satellite. OK, cable is more reliable than satellite, but in comparison to Sudden Link, satellite wins hands down. My biggest issue now is that they tell me I have a download speed of 6Mbps, if so why am I looking at download speeds of just 1.5Mbps? I understand that the more people on their cable internet service the slower the speeds, but I have to say this is not sounding right as most people in my area switched over to DSL when it became available in my area, only 1/5th of the people I know have Sudden Link as an ISP now, where as before DSL was available only two people I knew didn't have SL as an ISP. Right now I'm looking at switching over to DSL, yes it maybe slower, but as long as the network "works" then I can adapt to the slower speeds, and the lower cost. If your reading my review to evaluate whether or not you want Sudden Link as your ISP, I give you my advice, "AVOID Sudden Link at all costs, their service and tech support is nothing but a cruel poorly executed joke." As of tomorrow, November 10, 2009, Suddenlink will no longer be my ISP. I'm switching to Windstream DSL, the price and speed offerings are enticing, so I'll be posting a Windstream review after I get it and put it through it's paces. Followup comments:
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I am big gamer and play world of warcraft a lot. I also do a lot of customer web design. The first part of this we moved from one apartment which had free cable tv where we added or internet. I had speed issues but nothing this bad. After we moved we had to transfer our internet and get the cable turned on, this was no big deal but in a town of 12000 people they could not schedule us for 6 days so we sat with out tv or internet for 6 days. Fianlly they turned it all on for us. Everything worked and we was connected. After settling in I started back webdesigning. I notice my upload speed would vary from 12 kb/s yes i said 12 to 60 kb/s what i was supposed to be getting. In my free time I game and playing world of warcraft we record as a guild our encounter in agme using fraps which is a video capturing software. Uploading these videos can take from 6hours up to 12 to 14 rendering all internet activaty at the time useless. Be it to you tube or our own websites. Speed checks from speedtest speakeasy even this site the speeds range from 1 meg to 8 meg download and 10 to 60kb upload. I have talked with there CSR many times both phone and through there web chats and allways say they see nothing wrong. I was talking a rep today November 7th and was explaing to my web servers i am getting an average speed of 50 to 60 kbps upload and average of 6 download from ym webhosts and my friend who lives in Florida and has comcast internet is uploading around 1.8 to 2 megs and downloading anywhere from 12 to 15 with there 16 meg download 2 meg upload package, the rep told me comcast does not even provide that package because the uploads speeds where 20 megs down. After searching comcasts site i found packages ranging from 5 megs download 1 meg upload to 22 download 2 meg uploads. He was straight out lying to me. Either that are calling my friend a lier. Not sure the case anyways. Either way if you have another provider go with the other provider. If you only have the option of suddenlink go with DSL as atleast the dsl company can provide better speed then suddenlinks so called highspeed. Even the Cox the cable company suddenlink bought out here provided better speeds and service then suddenlink. With cox atleast i got 20 meg downloads and 3 to 5 meg uploads with a internet bill of 60 bucks a month, with suddnelink im paying almost 50 bucks a month for 8 megs down half a meg up and very seldom egt those speeds and the only other option i have is to get a 10 meg down 1 meg up for 60 bucks, Seems like since suddenlink is my only option they can gouge me with there price and its either I want internet to work and make my living off of and I am going to have to pay there price or do with out and find another career completely. Still have random internet and cable outages at all times of the day and night too. Followup comments:
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The Internet is the best part. Had it for 3 months, never gone down, never been throttled, no monthly cap. 39.99 for 8/512, an it always tests at least that. The phone is well, a phone. It rings, you answer. Can't tell a difference between the digital phone and a TELCO phone, other than the fact that my apartment wiring is cut somewhere and I had to hook my phone directly up to the ARRIS modem. I guess when that's your biggest beef, it isn't too bad. All in all, I'd recommend them if you live here over AT & T. I live in one of the most populated areas in this town, and all I could ever get was 3mbps from the Death Star. UPDATE 1/14/09 --------------------- Moved to another apartment, ditched the phone. Internet is still rock solid, get any speed test at any site 8/512, thought about upgrading to 10mb, but for 15 more bucks I didn't think it was worth it. When I get a new cable modem and stop paying the $10/month modem rental fee, I still might. They still NEED MORE HD CHANNELS ! If I could have gotten a signal in the apartment, I would have gotten Dish and AT & T simply because Suddenlink only has like 15 HD channels. That's inexcusable for this day and age. Overall, pretty good. Could be better if they would get more HD !! UPDATE 11/2/09 ------------------------------------------------------- Still no problems. Maybe a modem reset once or twice a month. Still need more HD channels, but the internet is solid as a rock, contrary to popular belief. Followup comments:
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My wife was lucky enough that her office let her take her laptop and connect to their VPN from down here. We chose Suddenlink because they offered the fastest speed - 10mpbs. I thought their service would be excellent because they came and hooked us up the same day - I was extremely impressed. Once my wife was up and working, we found that the speed during the day varied greatly. Using several speed tests, it ranges from ALMOST the promised 10 mbps, to 1.5mpbs. The tech that came out ran his own speed test and said everything was fine. We explained that it was during certain periods of the day, especially when other people are home, and he said he would return the next morning at 8am to check it again. He was a no-show the next morning. He did, however, show up 1-2 days after that, unannounced. Not even a phone call. He came out to the house an additional time, and same results - he said he would "check with his boss and senior tech" and see what they could figure out. Nothing changed. Over the next month or so, the speed kept going up and down, but my wife tried to work around it. Last Thursday, there was a large storm, and now we are able to connect to the internet, but the speed is horribly unreliable, and it keeps doing real quick disconnects that bump my wife off her network and slow her programs on the VPN to a crawl. Her billing rate is $120 an hour, so we're losing a lot of money. Suddenlink keeps coming out and "testing the line" and is unable to find a problem. I'm currently looking at switching ISPs, but there is only one other available service provider on post. They offer a slower speed, but if it's reliable, we're done with Suddenlink. A note about their cable TV service - it's horrible too. Channels sound or look like a weak broadcast, several channels always go out (ESPN!!!!!)...I can't wait to get out of this place, or at least find a decent provider down here. ***UPDATE - 29 Oct 09 - Suddenlink contacted me today and sent out a tech that tested our up/down speed. He said that our ping speed was miserable and our speed definitely was a problem. Later on this evening, I received a call and was told that on Tuesday at 2:00 am they will split us to two channels - one up and one down. Hopefully that fixes the problem. He at least admitted what I thought before - there are way, way too many people on the node. Hopefully splitting the channels works. I'll update next time something noteworthy comes up. Ping is currently 51ms, download is 1.64mpbs, and up is .76mpbs. ***UPDATE - 4 Nov 09 - It seems that the issue has been resolved. Speed tests throughout the day are consistently 10 mpbs, plus or minus a little. Ping tests are quite fast, too. A tech stopped by today to make sure that we are receiving the speeds we are paying for. I am very satisfied with the fix thus far, and I appreciate Mr. Abel's quick response to my complaint. Followup comments:
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I have the 8 mb down / 512 up... for approx $40 month. If more than 10 mbps was offered, I would be interested in using it. $13/month increase is not worth the 2 mbps. I dont have the tv service, as the lack of HD channels is a huge deterrent. Followup comments:
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The day I ordered Internet from Suddenlink was the day I was a happy man again. After a 10 minute phone call, my Internet was activated from their office! It must be setup that way for military bases, but boy I was happy to not have to wait to surf the Internet. Borrowed a modem from another friend who had swapped modems for a better one and I was up and running. Internet speed test show me slightly over the reported speeds the sales rep. told me. Gaming online in World of Warcraft and Counterstrike-Source are all low 40 pings. Just the beginning of this week, Suddenlink upgraded their speeds from 5mbs/512kbs to 10mbs/1mbs for premium users. I was a preferred customer only getting 8mbs/512kbs on the new upgrade, but I wanted the max speeds. Called them up today and she informed me it would be upgraded within minutes within their systems. Came back inside to test the speeds out and to my surprise I was already upgraded! To those of you who are unsure if you should try out Suddenlink, I would suggest you give them a try. Like the old saying goes, "You can never judge a book by its cover..." UPDATE: 8 December 2007 My speeds have been fluctuating so much playing any online game is a nightmare. Trying to Play WoW is a chore due to the massive lag spikes and disconnects. This company needs to get their act together; they were doing so well for me up to this point. I am changing my ratings to reflect this period of chaotic service. UPDATE: 17 October 2008 I've been having extremely slow internet connection these past few days. But due to my patience with CS and working with them, I have gotten two of the technicians (I have talked with) email and submitted my speedtests and tracerts of my horrible speeds. I have their confirmation of forwarding my email to their bosses. I am optimistic in the resolution of this matter. UPDATE: 18 January 2009 Internet speeds have gone south with no signs of a resurface. I have not talked with the two technicians since that day. Every other few days since mid October I have been having the same bandwith chokes from 4 PM till about 12 AM. I have cancelled my service with Suddenlink a few days before deployment and probably will not re-subscribe. As of now this review is now final unless I decide to give Suddenlink another chance. UPDATE: 7 Aug 2009 Just got back from deployment and decided to try Suddenlink. I ordered Suddenlink they activated my services with the 8MB Tier. After moving into my new apartment, I tried to surf the net but my modem would not connect. After talking with a sweet technician (her name will not be announced), she stayed on the line with me and helped me troubleshoot my modem sync problem (40 minutes!) I am now surfing with speeds tests ranging from 6mb to 7mb on an 8mb tier. It is 2:36 AM and I will have to test this on peak hours for more accurate results. I have changed my ratings to reflect this current review update. UPDATE: 1 November 2009 I was really hoping I wouldnt have to update this review again after having such great progress with Suddenlink 8mbit tier. Well sad to say I have experienced slow speeds while streaming Netflix through my xbox360. I ran a speedtest and now I am only getting 10% of my bandwith that I am paying for. If this keeps up in a month, I will change services. Followup comments:
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Suddenlink
(19)
(20)
(24)
(41)
Lubbock,Lubbock,TX
$20 per month
"Great speeds, reliability"
"Trouble with pricing at first"
"Good download speeds. Uploads not the best"
Re: AOL?
about 3 days