A couple of years ago, Cebridge Communications d.b.a. Suddenlink Communications purchased the Alexandria and Lake Charles markets from Cox Communications. Despite the fact that Suddenlink paints itself as a “local” company with “local” service, they are actually one of the ten largest telecommunications companies in the nation. Suddenlink appears to specialize in the maintenance of small to mid-sized markets, and while Baton Rouge, Lafayette, and Shreveport experiment with fiber optics roll-out, it doesn’t look like Alexandria or Lake Charles will enjoy the same timely upgrades.
I could probably write about this issue forever, but for the purposes of this post, there are a few things I wish to bring to your attention:
1. The Suddenlink commercials touting “local” service do not apply to those of us in Alexandria. The nearest “customer service” center is in Pineville, and typically, when you call their technical assistance lines, you’re rerouted to a call center in Tyler, Texas.
2. Suddenlink also touts a mysterious “fiber” service. Read the fine print, because this is nothing like the kind of service offered by our friends down in Lafayette. In fact, call Suddenlink at (318) 640-2892 and ask them how you can get a fiber connection. Then, ask them if you can get a dedicated line. They’ll tell you it won’t “make a difference.” At least that is what I was told.
3. Many of us in Alexandria pay for high-speed internet. Ostensibly, this is supposed to be vastly superior to dial-up (54kbs). However, as of today, the speed of my so-called “high speed internet,” according to Bandwidth Place.com is:
That’s only 30% of the speed I should expect from a dial-up connection.
4. While you’re on the line with the good people at Suddenlink, ask them what they intend to do once television moves entirely into high definition.
And no, this isn’t the commercial I am referencing; I just thought it would be a good idea for all of you to listen to the comedic stylings of Mike Birbiglia (NSFW).
CenLamar 
someone’s a little annoyed….
that does seem a little slow. My DSL from Bellsouth is supposed to be 3M, but according to bandwidthplace i have
1.62 megabits down and 198kb up. And that’s in the middle of the French Quarter — certainly not the newest lines.
call the dsl company and see if they can speed it up. when i upgraded my dsl to 6mb they forgot to configure my modem.
I have never actually calculated by bandwidth speed (remember Lamar, I am from a different generation than you are) but I suspect it is much slower than Suddenlink purports. I had AOL via standard dailup previously and was constantly getting knocked offline. Suddenlink doesn’t have that problem but the download speeds seem to constantly vary.
I was told by several of Suddenlink’s “independent contractors” who do line repair in this area that their distribution network in the former Alpine Cablevision system is in deplorable condition and needs to be completely replaced. Most of it was installed in the early 80’s and has never been replaced. I suspect that Suddenlink has no plans to upgrade the system and will most likely continue their “fix it when it breaks approach.”
I do applaud the City of Lafayette for stepping up and providing the fiber project. Perhaps this is one of those areas where governments should take a more participatory role, much like they did when electricity was made available to folks in rural areas.
Drew, yeah, I am a little annoyed. Some of Suddenlink’s subcontractors are coming over here tomorrow, and I hope to find out what the problem is. But I suspect that this is just evidence of– as Darren suggested– an outmoded coaxial cable system.
And this post wasn’t an impulsive action; it’s been on the queue for a week.
This past Summer, early two or three mornings a week. I would loose internet connectivity. That led to calls to customrer support where I was actually lied to. I was continually told to disconnect my modem and then plug it back in. I was schedualed two appointments, for which I had to stay home, and nobody even showed up or called. When a repairman finally showed up he told me that he found no problems. When I questioned him further, he told me that Suddenlink had let go a substantial part of its service employees, and that my problem was actually related to nodes that were being replaced. I have not had a problem since July.
So add liars to the list of complaints.
I saw that the City Attorney’s office was authorized to advertise for competitors in last week’s City Council Economic Development Committee meeting.
There are several variables that will affect your download speeds on a cable system. Your coaxial cable is probably the most likely culprit. I recently moved from an apartment in Pineville where the cables were visibly in poor condition to a house on the southern Grant Parish border where the cables had just been replaced, and my download speeds almost tripled at the new place. Also, since the move, I’ve noticed a significant drop in the number of outages.
Also, when it comes to bandwidth on a cable system, there’s really no way a cable company can guarantee any particular speed. When Suddenlink says you’ve got an 8Mbps connection, that just means that they’ve capped your bandwidth at that speed. On a good day, I don’t get any higher than 5Mbps while I’m paying for 8. The reason you’ll never actually hit your bandwidth cap is because the traffic created by every Suddenlink internet subscriber is routed through a central node and back to your modem. The more traffic hitting the same node you’re hitting, the slower your actual download speed will be.
16Kbps, though, is absolutely ridiculous.
Erik, I think I have discovered the problem. A Suddenlink subcontractor, who was very very helpful, came by today and helped repair my connection.
He claims that I’m on a fiber line with coaxial to the node. I guess that means I am on a coaxial line.
Anyway, here are some tips he gave me:
1. Only use as much CAT5 as you need.
2. Ensure your router is good. They can go bad.
3. If you’re using a splitter, avoid the Radio Shack brand. (Ooops).
4. Sometimes, there is excess cable in your attic. This can also slow down your connection.
Thankfully, my connection speed is now hovering around 8Mbs, but I still don’t take back the claim that Suddenlink’s commercial is misleading. There isn’t a real fiber system here, and their service isn’t exactly local; my service technician– who, again, was great– had to drive all the way in from Shreveport (and he doesn’t even work directly for Suddenlink).
If you think you are being overcharged for Cable / Internet / Phone services, you might find this story interesting:
http://www.theind.com/index.php?option=com_content&task=view&id=2206&Itemid=1&ed=1013
Very interesting. Thanks Darren. If only Alexandria were fortunate enough to have a phone company battling against a television company over internet services. Suddenlink runs ads against some phantom phone company here in Alexandria. I don’t get it.
It’s also worth pointing out that we receive a maximum of 10MBs whereas Lafayette citizens who subscribe to LUS will receive 500MBs at a LOWER price.
Mr. White — I’m pleased to hear your issues were addressed. Our system in Alexandria, like in other areas, is hybrid fiber-coax, and as a rule, we are progressively driving fiber deeper and deeper into our systems as customer demand warrants.
Again, I’m glad your issues were addressed and if conventional means of resolving any future issues are not successful, don’t hesitate to email me at pete.abel@suddenlink.com. While I’m in the corporate office, I’m very familiar with our local team there, and have found them to be a very good, solid, savvy group of people.
Thanks for being our customer.
Pete,
Thank you for your response.
What exactly is Suddenlink doing in Alexandria, Louisiana to address the need for large-scale fiber optics roll-out?
How do you determine “customer demand?”
Why are my friends in Lafayette paying $85 a month for triple play when I am charged more than double for the same services?
If you feel more comfortable e-mailing me, I can be reached at lamarw@gmail.com.
I am interested in a conversation, not a confrontation.
All the best,
Lamar
I am eagerly awaiting pete’s response and hope it is more than just empty promises. I really really miss Cox!
wow… 500mbs? that funny b/c a standard LAC only runs up to 100mbs, so you’d be paying for something you cant even use. It more likely was 500kbs.
not true, most new PC’s come equiped with a 1gb Ethernet……you are by far VERY far behind….
Dell XPS 420
quad core 2.4ghz, 3 gigs of ram, 1.4 gigs of available video memory, 8mb connection from suddenlink..
For the record, I have always gotten pretty close, “within a few hundred kb’s” of what Suddenlink has advertised if not more. Yes thats right, I have speed tested my 8mb connection @ 8.09 mb/ps. Cox was no better then Suddenlink, its actually pretty much the identical company with a new name.
I am in the North Texas area…
Funny that you’re logged in through a Suddenlink server in Tyler. Either way, you’re right: I believe they are beta-testing at 500MBs, but quoting from their website:
Customers will also be able to experience 100 Mbps peer-to-peer capabilities. Peer to peer means LUS Fiber customers can communicate with one another at colossal-high speeds, regardless of the service level they choose. Being in the LUS Fiber network has its advantages.
Lamar,
I emailed you a while back inviting the discussion you suggested above, but never heard back from you. If you still want to talk, please email me at pete.abel@suddenlink.com.
I’m with suddenlink. My internet has been slow. It starts out fast downloading a file after 100KB the bandwidth will start dropping below 230kbps 20KB. I call cutomer service they told me They got a program on the node that tells my modem to slow down for an hour than after an hour my connection will be at full speed again. Get this the tech support guy told me I may need to buy more bandwidth I told him oh No. They want me to get the commercial account 90 dollars a month for 2megs the same speed with no bandwidth limiting. They are after our wallets.
To the author, I don’t doubt your problems with suddenlink, as I am having similarly poor download rates as well. Much of the time I can’t get better than 25 KBps down, and I’m paying for about 10 times that speed.
I must correct you though, as 16 KBps is not 30% of dial-up speed. If my knowledge is not out of date, dial-up modems topped out at 57600 baud, or bits per second (bps). This is in contrast to bytes per second, which should be expressed with a capital B: Bps. There are 8 bits in a byte, so 57600 bps is necessarily equal to 7200 Bps. So, even if your modem connected at top speed (which I’ve actually NEVER witnessed; usually it’s around 36000 bps) then you’re still only getting 7.2 KBps (kilobytes per second).
Still, a broadband cable connection should be able to get you at least 200 KBps, so if you’re only getting 16, you’re getting screwed.
I am a technician with Suddenlink, and I dont doubt that you are having problems with your internet. However in my 15 years of expeience I have found just about everything you can think of. Slow speeds could be anything from a system issue to the wiring in you house to you computer, and even the modem. now all problems are not the same but think of this when yo ucomplain about your speed. If your computer is slow so will your internet speed.
In the 2 or more years that Suddenlink has taken over from Cox, service has been absolutely unacceptable. We have had the worse internet service we have ever seen – by far! We have had service all across the US from a multiple of locations and providers including Suddenink’s competitors Adelphia, Charter Communications, TimeWarner, and more.
We have had to call Suddenlink at least once a month because service was out for more than 8 hours – Not Slow, but completely OUT. Yes, Brian (the technician from Suddenlink), we live in a technological black hole in Central Louisiana, but it does not mean everyone has bad or old equipment in their home. Even if the customer has a bad computer or an old one, it should not stop data service from making it at full speed or close to full speed from Suddenlink in Tyler, TX to any customers’ cable modems in the State of Louisiana. By the way, we wait the 8 hours before calling because if service is out for more than 7.5 hours, the 99.99% uptime guarantee has failed.
Due to our field of business, digital media and motion pictures, we have to stay on top of the latest computer, networking, and communication equipment- mainly because we move gigabytes and terabytes of digital media to and from our locations via cable (or we would have to ferry hard drives). We use DOCSIS 2.0 cable modems at all of our locations. We must use Apple computers built within the past 5 years (since you don’t have to upgrade them as often to stay current), and we must always update our PC systems to use components built within the past 6 months (to stay on top). We must spend a lot of money on equipment and services to remain capable of handling our media and communications to be able to communicate from one location to another. Our biggest bill by far, Suddenlink.
Some of us here also work at other broadcast and high data centers in the area, and we also see the same problems at these other unrelated Suddenlink business and home customers. All this outage could not be because of old or antiquated equipment on the customer’s part. Everyone in communications and data control knows the best network is a wired one, but we get much better service through Hughes (that is satellite internet service in case you are wondering – no wires).
We have the highest possible cable internet service at several locations, and we are also directly connected to the Fiber Optic system. Yes, an RG metallic based cable runs from our modem to the Fiber Optic junction, but we want you to understand that we are not on a cable node feeding more than one location. We are on our own single link. There should be absolutely NO reason why we are facing outages for more than 8 hours – especially not when trying to talk from one building to another down the road or in another part of the state all on the Suddenlink cable network.
I have even expressed my happiness to take a slower speed as long as it remained more stable, but Suddenlink continues to claim its service (unlike DSL) is GUARANTEED and operating at high speed. Several times, personnel in Tyler, TX claimed we would get a rebate for loss of service on our next bill, but that also has never happened.
We still have much worse service than when we were with Cox before Suddenlink took over. The technicians claim Suddenlink did not change anything when they took over from Cox, yet Suddenlink’s commercials and local advertising claim that Suddenlink has improved the system to provide faster, more reliable speeds. How is this so? Yes, we read the fine print and listen carefully to the advertising spiel too. Tell us, Brian – how does Suddenlink improve service without making changes? That is problem number one – the left hand of Suddenlink in Tyler, TX (and other locations) is not communicating with the right hand in the State of Louisiana. Why not? Suddenlink has cable strung from Texas to Louisiana. Plus, Suddenlink has VOIP phone service. Why aren’t Suddenlink people communicating? That is also evident in problem number two – poor customer service procedures. Each time the service fails, we go through the recommended disconnecting and resetting of the cable modems BEFORE we call Suddenlink. This procedure is not a secret known only by the cable industry or Suddenlink. It has been written in each and every cable modem manual made since the 1990s. Each person we talk to in Tyler, TX verifies that they see the log of calls and problems in their computer system. They know that we know the procedure by heart, but they still insist that we go through the troubleshooting procedure with them. Why is this so? Does Suddenlink think their customers are morons and incapable of figuring out problems or following their manuals and well as the manuals that came with the equipment? If so, why even bother to ask the customer to do anything? Why doesn’t Suddenlink remove the troubleshooting procedure and skip to making an appointment to send the white trucks on each customer service call? What surprises us even more is that if your service is completely out (no cable tv and no internet) and a customer calls the internet customer service center, the internet customer service people will tell the customer to call back and choose the cable tv customer service option. Why doesn’t the internet people merely take the customer service call and then notify television support behind the scenes? Why is Suddenlink making the customer do the work?
Greg Aymond’s case is exactly similar to what happens to use at times. Usually what happens to us is that Tyler, TX claims Suddenlink has not made any changes and that something is wrong with our settings. That is very strange… the customer does not make changes on the cable modem, and they are usually prevented from doing so! Yet Suddenlink says they will send out send out a technician, but it will take 2 weeks. *Consequently… why is it taking 2 weeks? there must be a lot of similar problems in that area* Anyway, the appointed day comes, but an hour or two before the technician arrives, we get a phone call from one of the local Suddenlink offices stating they DID MAKE CHANGES and that they made some more. They then ask us to check if the service is operating. Why? Why do they ask us to check a problem that Tyler, TX claims is on our end ad requires a truck to be sent out? Whether or not the service is working, we tell them to send the technician anyway. This is when the local office gets confused or upset and wants to know why they should send a technician. We explain that Tyler, TX says there is a problem here with our settings, and that Tyler Tx, said a technician would come. We further explain that the local office obviously got the order because they called, so we want the technician to come and show us the bad settings (you know, so we don’t do it again). Sometimes the technician comes, and sometimes they don’t. The good thing is that the technicians don’t mind coming and checking. When we ask them why they are so happy to come out and check a problem that obviously never existed on our end, month after month the explanation is usually this, “We have been out here in the area for the past couple of weeks trying to find and fix a problem in the main line.” SHOCKING!
Perhaps all this “customer support” activity is because Suddenlink need us (the customer) to troubleshoot the Suddenlink system… Several times the individual taking the call in Tyler, TX tried to ping Suddenlink’s local internet provisional server, and they could not find it. Could not find it? How can you lose a server on your own network. It is physically connected to your network and it can’t move away on its own. How does Suddenlink not know the connection was lost until several customers call? Has Suddenlink never heard of Loss of Data/Connection Alerts or Quality of Service monitoring? When a server goes down, the other servers and clients on the system can report this problem. That is what technology is designed to do – free up your hands from having to do all the work. Why is the network not set up to alert the 24hr support center in Tyler? Wouldn’t it be nice to have a technician always on duty in the support center to receive the system messages and review the ongoing system logs from the multiple network nodes and notify the customer support center that an influx of calls may be coming in from a certain area and what the problem is? Sometimes the technician may also be able to remotely fix the problem or notify a team in the local area where to go and how to fix the problem before it adversely affects the customers. David’s “node problem” is most likely attributed to Suddenink’s “missing server” phenomenon.
Perhaps the Suddenlink technicians and management do not know of this standard networking technique. So here is a quick and simple explanation: Unix, Linux, Apple, and Windows operating systems all have network monitoring systems built in. Many third party applications are also available for free, and almost every router (both wireless and wired) built since 2000 also has a monitoring system built in. These monitoring systems allow any server, client, or routing system to notify one or more systems at multiple locations including the 24hr service center in Tyler, TX by email and by message log if any part of the network has failed. Some systems can even be programmed to dial a phone number through PSTN and VOIP to play a message that a certain connection has failed. Suddenlink does have and provide VOIP phone service, so this is also possible to do on their system.
*Some of you are wondering what this has to do with anything. Well, there is only two reasons why a server loses connection and the service support center does not know:
1. Bad Service Connection or Loss of Service Connection: This is the usually the cause and usually stems from poor network design. It might be embarrassing for Suddenlink to admit, but obviously, it does prove the point that Suddenlink designed a network that does not work as it should. Maybe someone set up the system with the wrong settings, but if that is the case, the person setting up the system should not have left without verifying that data was flowing properly. The problem could also be caused by a tree branch falling on a line and cutting the connection, but then that makes people wonder why Suddenlink did not trim the tree like they are required to do by law or why Suddenlink did not bury the cable like most companies do now.
2. Computer Crackers (a malicious computer hacker): This is the only other possibility and the more frightening one. If this is the situation, well, the FCC would not be happy with Suddenlink, nor would the customers. What may be more frightening to you is that Suddenlink would not know what hit them, how they were hit, and most importantly, what damage had been done (such as the stealing of financial records and your personal information) before it was too late.
Either way, I can’t believe that Suddenlink and their technicians would not know that they had “lost a server” on any part of their system that provides data service to their own offices as well as to any of their most important customers including hospitals, police stations, prisons, and government offices – or the homes and offices of their own administration, community leaders and their neighborhoods.
Even worse, the Suddenlink technicians here seem to dread coming to work on our Apple systems during problems. Until recently, most were not trained on how to use a Mac computer. During one installation, we did not want to let a Suddenlink technician on our system. We explained that our insurance did not cover a Suddenlink technician on our system, but that technician explained that a Suddenlink technician must be able to access and use the computer in order to verify that the internet service is operating properly. We explained that he had equipment in his hand to connect to the cable and verify that data was flowing properly, and that we could verify the data from our own cable modem to our own computer. He then pulled pulled out our service request and service contract and showed us the fine print in the service and installation agreement that we agreed to let him onto our system. After talking to our insurance for 45 minutes on the phone and spending another 15 minutes setting up a camera to record the technician on our computer and verifying that computer logs were recording his actions to track any damage or changes the technician would be making, we let him on. We then watched him freak out as he did not know how to operate an Apple computer. He was also super frustrated when we refused to assist him at all since (as we pointed out in the fine print) we could not get involved or assist him because Suddenlink would not be responsible for any damage or loss of business that may occur. He spent more than 3 hours trying to find someone at Suddenlink on a Saturday that could help him navigate an Apple computer. Needless to say, the entire installation of a single line took 10 hours when it should have only took 1-2. Well, the installation took about an hour, but the verification took the rest of the day. Apparently, our equipment was so “new”, that no one at Suddenlink knew how to operate it. Now Suddenlink only allows technicians to check the cable up to our modem. Sudddenlink finally realize it would cost more than the amount in their insurance coverage to replace any equipment they broke here, and they would legally be responsible for any loss of business since they would be breaching their own service contract and federal law by accessing equipment that has nothing to do with quality of cable service.
Now, Brian, how do we know there are internal issues at Suddenlink that are causing problems that are not the customer’s fault or their equipment? Well, Suddenlink’s poor customer service and service calls in Central Louisiana and other locations since their “takeover” have been a good indication. Plus, several of your coworkers have worked with us, for us, and gone to school with some of us; and they have expressed their own frustration in Suddenlink’s policies and procedures that prevent them from fixing problems they know and have proven to be in the Suddenlink system itself and not at any customer location. A customer with old or bad equipment affects only their own connection, not a whole neighborhood. We doubt an entire neighborhood all have the wrong equipment or old, incompatible versions causing bad service for 2 or more years with no improvement. Darren Green’s statement matches what we are often told by our Suddenlink technicians during customer service appointments.
You know it. We know it. Everyone here knows it. It is evident. Even Lamar White, Jr and other commenters have explained their situation, and it is the same thing over and over: there is a huge internal problem at Suddenlink, and this problem is affecting the quality of service on the Suddenlink network. If Suddenlink could not handle these issues, they should have not bought out all these cable service systems across the US at the start of the millennium. Suddenlink should just tell the customers what is going on, explain how long it would take to repair, and then FIX it. If not, the FCC should remove Suddenlink and allow another company to move in, since Suddenlink now has the monopoly in most regions.
It is that simple. Most people would be happy if they were just told the truth and given a decent timetable to the application of the solutions.
does not surprise me I’m paying for 3MBPS . was getting 3MBPS then woke up one morning and now im getting anywhere between 121 kbp – 600 kbp internet speed …..
I believe suddenlink screws its customers on purpose .
If I had some where else to go I would all that is available in my area is suddenlink or dial up or one company which offers a crappy Satellite 200 kbp for like $80 a month …yahoo internet is not available in my town though it is available in the town 1 mile from me go figure
Sorry to hear about the issues you are experiencing with your internet speed. I would be happy to help. Please feel free to contact me at tina-AT-suddenlink-DOT-com. Thank you!
yeah rite
I live in Marietta Ohio, and Our Suddenlink service is pretty good. I think it’s a little over priced. We pay a little over $200/month for HD programming, phone service and Internet. Our internet service is advertised as 6Mb/s. That’s pretty much the speed we always get. Sometimes late at night we get 10-12Mb/s. Which is great because we have 2 Xbox 360’s with heavy gamers. 2 Desktop PC’s and 2 Laptop’s. We all love to download music and movies off the internet, i’m not going to lie. We get great speeds. Our HD programming is a little limited, but I guess that’s to be expected. Phone service works great. I’m not sure whether or not we have fiber optic or not. I’ve never checked into it. But i’m probably going to after i’m finished writing this…
Hey guys, just a quick comment regarding a couple of things posted here. First, regarding LUS Fiber Optic service to Lafayette residents. Yes, they do provide such and yes they do so at the unfathomable speeds reported here. That said, everyone should also be aware that Lafayette Utilities System had to fight all the way up to the U.S. Supreme Court for the right to do this. Who were they fighting? AT&T and Cox for the most part. The good thing is that they won! Another good thing that has since come of this is that Cox subscribers in the area now get upwards to 18M and 20M connections at times.
As for Suddenlink, this problem is not isolated to just the Alexandria area. Almost universally they have very unhappy clients nationwide. And yes, they did take over Cox’s operations here. It is a known fact to almost all subscribers here that they took a healthy and trouble-free network and fubared it overnight. The problems began from day one of the changeover and exist to this day.
A simple traceroute to Suddenlinks DNS servers will reveal all appears to be reasonably acceptable in communications until the datagram gets to Tyler, TX (home of suddenlinks DNS) at which time it either times out or adds up to response times in the high triple digits. A simple change of DNS servers used within your network settings can often alleviate this. I suggest either using Google’s, OpenDNS or some other DNS servers than the ones located in Tyler.
All I know is that SuddenLink commercials come on every 2 minutes and I’m tired of hearing them
I’ve had several problems with it, but the speed isnt my problem. It’s the fact that I have a phone and internet bundle and on several occasions my modem has reset its self and stopped at the upstream light and sets there for hours or days untill i completely turn the thing off remove the battery unplug the thing and then reconnect everything to restart it, and for those of you saying just press the reset button IT DOESNT FIX IT. when its working I tend to have a 1mb/sec connect, but the fact is that it works fine for maybe a month but it always gos back to resetting its self. calling their help line does nothing because theyve told me 8 times that my modems serial number wasnt registered and they would register it for me, then it works for maybe a week and then it starts all over again. I think it is rediculous that they have lied to me repeatedly refused to fix the problem and that they are getting away with it
LMAO….if it is such a bad service and has ruined your internet experience, then I recommend to all of you that go back to DSL or dial up. From what I am seeing, everyone that is complaining wants a T1 connection but is only willing to pay for a broad band connection. Here is an idea, leave your computer for an hour and work on your tans. I have spoken.
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Suddenlink is straight up garbage in Texas and still is…
Same here in north central Idaho… We first subscribed in 2005, back then connection speed was a decent 1.3MB/sec. We started noticing a decline in our speed about 3 years ago. After several visits from their technicians with no real results one of them finally admitted they had too many subscribers for their system, as more and more people subscribed the connection speed continued to get worse. In the past year we checked our speed as low as 56k multiple times and on average it runs 120 to 145k range…. nothing like getting your $42/month worth of service. We are stuck with Suddenlink or dialup and although we’d be more cost effective going back to dialup we trudge on because most days they are faster than that option. Just as soon as another option is available we are done with these guys.
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