My wife and I received an email from Suddenlink last week on the 21st that stated that the speed of our internet service would be doubling from 15 to 30Mbps for free and this was to us being loyal customers. The email is a valid Suddenlink email.
I called to ask about the deal since I noticed we were still getting the 15Mbps service and at first was told I would have to go to my local office to get it done which was odd to me as it's just a configuration change on our account. The closest local office is 25 miles away and I told the tech this. Then I was told there was nothing they could do with having a pending work order on the account which we did for our move which happened on the 26th. I was also told I would need a DOCSIS 3.0 modem to take advantage of the deal, and I was going to order one any way so that we would own our modem instead of renting.
I called on the 26th and the lady didn't know what I was talking about at first and said she was trying to see what the promo was. I ended up being on that call for over half an hour of her checking this and asking other people questions that. I was then told the 30Mbps was on the account. WRONG. I figured possibly it was due to the modem I had being a 2.0 modem.
Our Cisco modem that is DOCSIS 3.0 arrived today. While on the phone to have it added to our account I asked about this promo again and at first AGAIN the Suddenlink tech did not know what I was talking about so she had me forward her the email I got. She got it and said that she wasn't sure why it wasn't being added to the account. After being on hold again she came back and said that it appeared that I was not supposed to get this email as we had gotten a free upgrade back over the summer from 10 to 15Mbps since they were normalizing their bottom tier speed that Suddenlink was offering in my area. She said this email was to appease those who already had the 15Mbps who felt like they were cheated out of an upgrade. I told her I didn't ask for the upgrade in the summer and that 15Mbps is the lowest speed offered in my city now. I received the email; why is Suddenlink trying to pull their offer away from me? I then spoke with a supervisor and he tried a few things but agreed with his tech that I wasn't supposed to receive the email in the first place and that he would check with marketing to see why it was sent to me. I told him Suddenlink needs to offer me a deal on the upper speed as this is bait and switch. He is supposed to call me back tonight but I doubt I will get a call.
Suddenlink; this kind of crap is why I don't have my TV or phone service with you.
I called to ask about the deal since I noticed we were still getting the 15Mbps service and at first was told I would have to go to my local office to get it done which was odd to me as it's just a configuration change on our account. The closest local office is 25 miles away and I told the tech this. Then I was told there was nothing they could do with having a pending work order on the account which we did for our move which happened on the 26th. I was also told I would need a DOCSIS 3.0 modem to take advantage of the deal, and I was going to order one any way so that we would own our modem instead of renting.
I called on the 26th and the lady didn't know what I was talking about at first and said she was trying to see what the promo was. I ended up being on that call for over half an hour of her checking this and asking other people questions that. I was then told the 30Mbps was on the account. WRONG. I figured possibly it was due to the modem I had being a 2.0 modem.
Our Cisco modem that is DOCSIS 3.0 arrived today. While on the phone to have it added to our account I asked about this promo again and at first AGAIN the Suddenlink tech did not know what I was talking about so she had me forward her the email I got. She got it and said that she wasn't sure why it wasn't being added to the account. After being on hold again she came back and said that it appeared that I was not supposed to get this email as we had gotten a free upgrade back over the summer from 10 to 15Mbps since they were normalizing their bottom tier speed that Suddenlink was offering in my area. She said this email was to appease those who already had the 15Mbps who felt like they were cheated out of an upgrade. I told her I didn't ask for the upgrade in the summer and that 15Mbps is the lowest speed offered in my city now. I received the email; why is Suddenlink trying to pull their offer away from me? I then spoke with a supervisor and he tried a few things but agreed with his tech that I wasn't supposed to receive the email in the first place and that he would check with marketing to see why it was sent to me. I told him Suddenlink needs to offer me a deal on the upper speed as this is bait and switch. He is supposed to call me back tonight but I doubt I will get a call.
Suddenlink; this kind of crap is why I don't have my TV or phone service with you.
