WSAZ Investigates | Suddenlink customers deal with delays in service calls

Published: Jul. 9, 2020 at 9:41 PM EDT
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ST. ALBANS, W.Va. (WSAZ) - Many consumers say they rely on their phone, internet and cable more now than they did years ago. The connectivity is even more crucial during a pandemic when people are trying to stay informed and participate in telemedicine.

WSAZ viewer Barbara Reed reached out to us about issues she was having getting the cable line repaired at her home.

After a tree came down and took the electricity and cable lines with it, Barbara was left with a mess. She says the power company came out to repair the lines within a few hours.

She and her husband made calls to Suddenlink to let them know about the problem.

The first time someone came out to conduct the repair, they were told he didn’t have the right equipment.

After scheduling a second appointment, the lines still weren’t fixed and left coiled up in her driveway.

Barbara and her husband made multiple calls and spent hours on hold. The couple deals with medical issues, and Barbara was worried that without a reliable phone line she wouldn’t be able to call for help in an emergency.

We contacted Suddenlink to try and get some answers and were told they would like into it.

Finally, seven weeks after the tree fell, Suddenlink came out to fix the line at Barbara’s home.

She tells WSAZ the entire process was frustrating and she felt helpless.

“You pay a lot of money for a major inconvenience,” Reed said.

Suddenlink released the following statement:

“Suddenlink is committed to providing reliable service and support to all of our customers. We are currently looking into these matters and are in contact with the customers directly to address any unresolved issues.”

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