Customers voice concerns at PSC hearing on Suddenlink

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BECKLEY, WV (WVNS) — Suddenlink customers voiced their concerns Monday, Aug. 23, 2021 during a public comment hearing for the WV Public Service Commission’s investigation into the company.

The cable, internet, and phone company is being investigated by the Public Service Commission after they received more than 2,000 complaints from West Virginia residents about poor service, inconsistent bills and lack of communication. Suddenlink serves more than 300,000 customers across the state.

Delegate Mick Bates represents District 30 in the West Virginia State Legislature. He is an active member in the fight against Suddenlink, trying to get the company to respond to customer concerns.

“My involvement in this issue goes back well over 12 months, so I’ve consistently heard over a long period of time, that people have problems; they have problems with service, with customer service, and they have problems with billing problems,” said Bates.

Many people who attended the meeting said without Bates communicating back and forth with Suddenlink, the company would not have fixed their issues.

“He actually called back a second time and said he had looked into the records and it was in fact a Suddenlink issue because we never got a service call completed on the church, that the service call was not complete, they did not finish the job basically,” said Albert Graham.

If the company does not resolve concerns brought up by customers in the next few months, state representatives plan to craft legislation in Charleston that would hold Suddenlink accountable on a state level.

“If we can’t get satisfaction, if we can’t get them to fix their problems with service, customer service, or billing we are going to run legislation to require them to do it,” said Bates.

The Public Service Commission investigation does not cover all of Suddenlink’s services, only cable and phone. They launched the investigation in July and said the company’s initial response to complaints was not satisfactory.

“We had a response, but the response has not been satisfactory and that is why we are having this evidentiary hearing with Suddenlink later this fall,” said Charlotte Lane, Chairman of the West Virginia Public Service Commission.

The PSC will continue to hold public comment hearings in Charleston and in Princeton in September. After that, they will hold an evidentiary hearing Oct. 6, 2021 in Charleston to present their findings and work with Suddenlink to create a plan to address customer complaints.

Suddenlink released the following statement:

“Suddenlink is proud to serve our West Virginia communities.  We take very seriously our commitment to providing quality connectivity and reliable service, and to ensuring our customers have positive experiences when they engage with us.

We recognize that some customers have had challenges with our services or experienced frustration.  We appreciate the time customers took to share those experiences with us, and we will follow up with each of them to address their concerns.  

The company continues to invest in advanced infrastructure to ensure our customers receive reliable broadband, video, and phone service, including upgrading portions of our network to increase capacity and addressing pockets of network congestion, and we continue to see improvements in our service quality.  We have 1 Gig internet available to more than 90% of households we serve in West Virginia, and we continue to launch new innovative services for customers such as Optimum Mobile and Stream to give them more connectivity and entertainment choices.

Our teams are working diligently to continuously enhance the service experience for our West Virginia customers, and we are committed to communicating with the PSC and other public officials about our ongoing investments and service improvements.”

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