Advertisement

Suddenlink spokesperson ‘couldn’t make it’ to Alexandria City Council meeting

Several people have complained about connectivity issues
Published: Aug. 18, 2020 at 3:20 PM CDT|Updated: Aug. 19, 2020 at 5:34 PM CDT
Email this link
Share on Pinterest
Share on LinkedIn

ALEXANDRIA, La. (KALB) - News Channel 5 has learned that the spokesperson for Suddenlink, who was supposed to speak at the Alexandria City Council Meeting on Tuesday, was unable to make it. The council will bring this topic back to the agenda when the Suddenlink spokesperson will be able to attend the meeting.

“I think it’s insulting to the people of Alexandria to have a service like that,” District 5 Councilman Chuck Fowler said.

According to Fowler, about eight years ago the Alexandria City Council regulated cable companies, but state legislation changed that. Now the state regulates smaller cities’ companies like Suddenlink, and customers are not getting their money’s worth.

A local restaurant manager has been a cable customer for more than 35 years.

“The service people can deny or state one thing and then Suddenlink can turnaround and basically make up stories on whatever they want,” Nick Carroza, Critics Choice manager, said. Carroza explained that Suddenlink was brought by another company that hires a secondary company to do service work.

Fowler said the council needs to address state legislation that says the state regulates communications providers like Suddenlink. Right now they have no ability to find solutions for people if they have problems. “I wanted to contact Suddenlink and say ‘well look we’re having these problems and let’s see what we can do to try to resolve them’,” Joe Fuller Councilman At-Large said.

“There needs to be a better method of them handling customer complaints and customer service than what we’re being provided,” Fowler said.

The biggest issue Carroza explained is Suddenlink is taking advantage of customers. With closed offices and automated services, he thinks customers are not being treated fairly. “We need someone to service the area if Suddenlink would do as a good corporate neighbor take care of their business not just their profits but also their customers and be held accountable,” Carroza explained.

He has experienced poor customer service, overcharging fees, and poor connectivity. “Outside of it being expensive, the problems I’ve been having at home...the bad box...they sent someone to replace the box...he didn’t know how to set up the Tivo extended boxes,” Carroza said. He even debated with Suddenlink about what, when and how the repairman serviced him. “You cannot treat people the way they are treating people. When you make a promise when you talk to somebody. The only word that they believe in is whatever profits them the most. It’s a corporate giant taking advantage of people that have no choice. We don’t have a selection. It’s a monopoly.”

Suddenlink has told News Channel Five they have been in touch with the city related to their participation at the hearing, including offering to join via teleconference and look forward to further opportunities to work with the city to address any concerns.

ORIGINAL STORY:

After receiving several complaints about Suddenlink’s service, local officials are working to fix issues. The Alexandria City Council, Rapides Parish Police Jury, and State Representative Mike Johnson want to improve the area’s Suddenlink phone, cable and internet service for the area.

Tonight, the council’s economic workforce and planning committee will discuss customer’s connectivity issues. Councilman At-Large Joe Fuller said a Suddenlink representative will be there to discuss. “What I wanted to do first before we started looking at anybody else, let’s give Suddenlink an opportunity to come before the council and explain themselves,” Fuller said.

Fuller also wants to clarify the City of Alexandria’s agreement with Suddenlink. “I sent a letter to the mayor requesting to hear from the administration on the pole agreement between the City of Alexandria and Suddenlink communications.”

District 5 Councilman Chuck Fowler explained the council needs to address state legislation that says the state regulates communications providers in smaller cities.

“And then for them to stand you up is no problem but the next day they make another appointment they call you and say, ‘If you’re not there when we come, we’re going to charge you $65 or $85 for missing the appointment,‘ I think that’s insulting,” Fowler explained. “I think there needs to be a better method of them handling customer complaints and customer service than what we’re being provided.”

Fowler wants to amend the legislation so the council can regulate communications providers like Suddenlink themselves. Right now they have no ability to find solutions for people if they have problems.

Copyright 2020 KALB. All rights reserved.