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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No problems with the service. The speed keeps increasing which is nice. The price for the top tier is kinda pricey but the alternative is the Deathstar AT&T. DSL speed increase is done since suddenlink has just left At&t behind and U-verse is like a good 5 years away for this area. Overall they have a done a good job . gave up on the digital phone ecuase it takes to long to have it setup so now I have VOIP service thru LINGO with no problems at all. Update 15 October 2008 I have gotten there service again because I now live in a new home and the speed of DSL just isn't cutting it anymore. DSL is dieing a slow painful death and it can't hold a candle to the speed cable keeps progressing to. They have seemed to have corrected some of their problems and currently is a good buy right now. UPDATE 03/28/2006 I have switch backed to AT& T. Seems that they are indeed throttling speed and blocking ports now. They are also trying out packet inspection technology. What good is the speed when downloading big files and working from home when thy block ports I need to use, cut the throttle speed and make excuses that they are not. I wish they would sell my area to someone else because it was better when cox was here. I got a 10 / 768 connection and couldn't be happier since AT&T is raising prices and don't plan on digging out of the grave their DSL service is in. Install was smooth since I already had cable TV thru them, just picked up the modem and boom I was online again. I will be order Digital Phone service form them to finally escape the clutches of the death star. I luv the fact that after I bundle all three I will still be paying less than when I had a landline phone and internet thru bellsouth now the new deathstar. Followup comments:
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Upon moving to Charleston, dsl was not available for my address so I had to go with Suddenlink. I was very hesitant since they had bought Charter a few years back and had read horror stories. I previously had Verizon's 3k down 768k up so when I moved I didn't want to go back to 256 upload. I have a magicjack and do upload things at times so in order to get the 768 I had to choose the 12 mb package. Once I ordered it took about a week for the techs to come out. You have to pay an install fee of around 70 dollars for this 12 mb package which I did not think was fair but there isnt a lot I could do about it so I paid for it. After the install the techs told me that either the system or network was down so not to log on for a few hours. About 2 months later, my connection suddenly went out. I called on a Friday and to my surprise they sent a tech out on Sunday to repair it. He was great and very fast. But he found problems that should have been taken care of on that install visit--the one I paid for. Aside from that I have waited for 6 months before reviewing Suddenlink. I am thrilled. Apart from that one occasion it has been ROCK solid in reliability. I get my advertised speeds anytime I check. My pings are awesome and I love the fast download speed. They need to lower or remove the install fee. Perhaps at least add 512k upload to the medium package. But overall again I love Suddenlink. They have made insane strides from Charter. I also give them credit for responding fast to my problem. They really have won me over. I will be moving again in the future and will be sure to go with Suddenlink. Great job Suddenlink! **Update** Suddenlink increased their speeds somewhat. Added 1 mb upload to the high end package and their 6M/256K service has been upgraded to 8M/768K** I still think the install fee is a big high but I do think their packages are a better value now, especially the medium one. Followup comments:
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There's a bit of a background here so let me elaborate. In first moving here 3 yrs ago, I had Cebridge Connections (a SuddenLink forerunner) and reliability suffered. Outages and very slow (like 58k) speeds). Gave it up in a few months for AT&T DSL. I have had AT&T DSL for 2006-2008, very happy with the service (3Mbs d/l tier). I was out-of-state for a year and returned, ordered AT&T DSL, same package, on July 20th. Supposed to install July 24th. No DSL signal, though the POTS phone service went live on the 24th - reported no DSL sync to AT&T on July 24th. AT&T issued a new order for install by Aug 4th (problems at the CO and/or line, tier 1 & 2 had no info in the system - only a local field tech had the details - and he couldn't be reached). Decided on July 31 that whoever got me internet access first (any access - I didn't care about speed at that point) - got my business. Called SuddenLink on July 31, their customer service told me I should have signal the following day. The contract install tech came, got my cable modem into the system, but no signal. Street tap was dead. SuddenLink rolled a truck on it in less than two hours. The tech manager even called me letting me know the tech was on his way. SuddenLink (a company tech this time) had me up and running in less than an hour. Speed test was about ~7.6 Mb for 8 Mb service (using testmy.net; the dslreports.com flash test gives me 5.5 Mbs for some reason). One-day service - I'm a happy camper! For the record - I have the 8 Mb package, a D-Link DCM-202 customer-supplied modem (my own). All I can say is "wow" given the experience with the other guys. Followup comments:
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Have had the service for about 3 months now. Smooth sailing so far. 5/2/09 Still no problems, I stream netflix to my xbox360, video quality is always excellent, HD if it's available. I have no problems with playing games on xbox live, which is what I really got broadband for. I don't upload a lot of crap so the 500kbs is okay for me. 7/9/09 No problems, connection has been reliable. I can't really comment on customer service and tech support as I have no need for them. Speeds have been pretty stable as well. Attachments:  Followup comments:
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As well as Internet, I have Suddenlink digital cable. My complex supplied analog cable, so I only had to pay the price difference. I'm paying $30 for the expanded HD tier, almost all of the digital tiers, and a HD DVR, which I think is an excellent deal. I also did a self-install on this one, which went smoothly, except for my HD channels being inactive, but a CSR was able to solve it in a matter of minutes. My only gripe is that there aren't many channels compared to TWC in Raleigh, which was my cable company before I went to ECU. Overall, I'd recommend Suddenlink for cable and internet so far. I'll update this review if anything changes. Followup comments:
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Last year in about June, I was offered a digital cable package. Two different CS reps told me it included digital tiers, only to later find out there were none. When I called a third time, I spoke with a rep who put me on a 'pro-rated' package. Part of the issue was another rep's insistence that my bill would be about $15 higher, even after going back to exactly what I had before the change (I'd been paying about $75-$80/month for expanded cable and high-speed net, apparently a left-over from the take-over of Cebridge that simply *couldn't* be put back). I ended up with expanded basic, digital cable, DVR, and 8mbit high-speed internet for about $107 post-taxes. Two or three months later, I get a bill that has gone up by $10 (someone had changed my package to charge me for DVR service). ...Which is where the dirty tricks come in. I ended up being bounced around a bit before a rep spoke with a supervisor about putting the pro-rated package back in place. Within a few days, I was noticing significantly reduced speed. I thought it was a technical issue, until I finally had the good sense to ask what internet speed I was *supposed* to be getting according to the tech's records. He said I was on the 1mbit plan. I end up tossed back to a CS rep and told I'd *always* been on the 1mbit plan. Needless to say, I did have a 'wtf' moment. Spoke to a second rep, was told that I'd been on the 8mbit in April or May (before the original change), and then to another rep, who finally figured out that I'd been put on the 1mbit a few days earlier. Now, I can understand that maybe someone had the records off, or read them wrong. Whatever. But what burned was that I was put back on the 'pro-rated' package, about $10 less than normal, by dropping my internet package to a 1mbit without my knowledge or consent. And what's worse? The higher internet package was $15 more expensive, not $10. Now, as the months have passed, my 'pro-rated' package has slowly disappeared until I'm paying a normal rate. No notifications that the package expired, or anything of that sort. Just a few extra dollars a month here and there (on top of overall additions that all customers get). I'm not really annoyed about that, as it's been almost a year since I had the package. A new addition to Suddenlink's business is a search engine that captures text input. Where I used to be able to type 'newegg' directly into the address bar and have Google, via my browser, redirect me to newegg's website, now I end up redirected to the Suddenlink search engine, which tells me newegg isn't an address but has many suggestions for me. The disable button doesn't seem have an effect anymore (since I've been getting redirected in spite of it for several months). I'm a little concerned by that, as I want Google to redirect me to the actual website, not have Suddenlink redirect me to itself. It's a small annoyance, forcing a change in my behavior, just one that crops up every time I forget to add a .com or just use Google directly. If you haven't gotten used to using the Google/address bar method, then this isn't even a concern for you. Just disable it if it ever directs you, and you'll be fine. All said, be nice to your reps and tech support. They're just doing a job like anyone else. ~~~ Getting price-quotes can often be misleading (just about every CS rep leaves out taxes and fees - you learn after the 2nd time it happens) and I've had more than one CS rep play with the numbers to convince me I was getting a cheaper bill than I was. Once your bill goes up (for whatever reason), it never goes down...just higher. When you call customer service or tech support (which is 24/7 AND all American), the wait isn't too long. I've probably been on hold longer just to make a doctor's appointment. CS reps are a mixed bag of extremely helpful and responsive, to underhanded and rude. Your basic CS tends to be either the former or just normal, bored CS. If you get a helpful rep, they are often offer normal Suddenlink packages that have recently gotten cheaper. Tech support (over the phone), however, tends to be very good. Mostly it's the lack of occasional rudeness, but it's also often their real desire to fix the problem. They've also recently gotten very good about not treating you like an idiot every time you call (the last several calls I've had with internet tech support, they took into account my familiarity with the whole process). Pricing is about average for what you get, though there's some lack in VOD (I'd have loved some premium channels' VOD). That said, with DSL and satellite becoming more of a presence, Suddenlink is becoming a bit pricey in comparison, depending on where you are in the country and what channels you're desiring. Speeds are usually consistent, but once you have a significant problem, you may end up having to figure out the problem yourself if the techs are at a loss (especially if you're the idiot who caused it). That said, once they've figured out why there's a problem, Suddenlink is very prompt in fixing it. They send techs out on Saturdays, send them out on less than a day's notice of the problem, and so on. Upgrades to download speeds don't prompt higher fees. Several years of service (however long it's been since the Cebridge take-over) and I've had, until the last 7-10 months, a great run with the company. And since individual results vary, chances are you'll have an okay experience with them yourself. They seem to be trying. ~~~ Followup comments:
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Here's my experience with Suddenlink last week: I'm 500' from the road so they made me bury a 1" line all the way from the road to my power pole next to my home so I could get service. I thought they were trying to push me away but the lead tech said they'd bring the cable on a big roll for free and I could pull it the 500' and bury it whenever I wanted...I had no time limit. Sure enough, I called the construction planner and he brought the cable out. Not only that, but he pulled it himself the entire way and left me about 20' extra on both ends. I got the line buried last Friday (4/10/09) and left a voicemail on the construction planner's cellphone that I was done and he could come inspect it Monday. The following Monday morning (4/13/09) - The construction planner came by my house (on his way to work!) to make sure it was buried, then put my address as serviceable in the system. He said that would probably take at least a day so I'd hear back from them probably Tuesday to set up an appointment for an install. Not more than a few hours later, a woman from the local office called me to schedule a tech to do my install. She also cut about $100 off my initial setup price since I had to bury 500' of 1" cable line myself. Fast forward to Thursday (4/16/09) and a truck comes out and ties in my 1" line to the pole near the road, and puts in a cable box at the other pole near my home. Friday (4/17/09) a tech came out and hooked me up, and I had TV and 8mb broadband in under an hour. From start to finish: Thursday 4/9/09 - Construction planner brings 500' of 1" line for me to bury Friday 4/10/09 - By dark, I have all 500' of it buried and leave voicemail on contructio planner's cellphone Monday 4/13/09 - Construction planner comes by the house that morning and verifies the line is buried. Later that day woman from local office calls and sets up an install date. Thursday 4/16/09 - A lineman comes out and ties in the 1" cable line to the main line up by the road, and mounts a connection terminal at the other end near my house on the power pole. Friday 4/17/09 - Tech comes out and about an hour later I have cable TV and broadband internet. I commend Suddenlink on how promptly they handled everything, and how they went out of their way to give me service. The 500' piece of 1" cable alone was worth hundreds of dollars and they gave it to me for free as long as I buried it myself. Good job Suddenlink. Followup comments:
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Suddenlink
(19)
(20)
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(41)
Lubbock,Lubbock,TX
$20 per month
"Great speeds, reliability"
"Trouble with pricing at first"
"Good download speeds. Uploads not the best"
about 12 days
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