An update on
Hurricane Laura

Our hearts go out to the many Louisiana residents who have lost their homes, businesses and belongings to the devastation caused by Hurricane Laura, followed by Hurricane Delta. At this time, roughly 87% of customers are now back online.

Service restoration progress

We’re working to restore service as quickly and safely as possible. We have prioritized schools, hospitals and other critical community-based services. Please scroll down to learn more about our post-storm restoration process.

For the most up to date information on your service restoration, please sign up to receive service alerts via text or voice message by going to My Account. Once you’re set up, we'll notify you when your Suddenlink service is restored.

Restoration roadmap after a storm or other outage event

Assess transport lines

Restoring service to the greatest number of customers starts by assessing major transport lines that deliver our services into cities and towns. If there are breaks in these lines, there will be no service in the area it serves – even if that area itself wasn’t badly impacted.

Service head-ends

Head-ends are buildings that house our equipment and servers critical to delivering service to a specific area. If commercial power is out, we use generators to power our head-ends and work to address any damage to the head-ends that may be impacting delivering service to the entire network.

Partner with power companies

Our lines, which hang on power poles, require power supplies to be active. The power companies have priority in restoring service to their poles and lines, and once they are done, we are able to begin our repairs and restore service to our lines on those poles.

Prioritize restoration

Once service restoration begins, priority restoration is granted for critical infrastructure like hospitals, schools, police, fire departments, and more.

Bring everyone back online

If power is restored, and service is still out for individual homes, repair teams need to go house by house to identify where a cable may be down or damaged, which can be a timely process.

Assess transport lines

Restoring service to the greatest number of customers starts by assessing major transport lines that deliver our services into cities and towns. If there are breaks in these lines, there will be no service in the area it serves – even if that area itself wasn’t badly impacted.

Service head-ends

Head-ends are buildings that house our equipment and servers critical to delivering service to a specific area. If commercial power is out, we use generators to power our head-ends and work to address any damage to the head-ends that may be impacting delivering service to the entire network.

Partner with power companies

Our lines, which hang on power poles, require power supplies to be active. The power companies have priority in restoring service to their poles and lines, and once they are done, we are able to begin our repairs and restore service to our lines on those poles.

Prioritize restoration

Once service restoration begins, priority restoration is granted for critical infrastructure like hospitals, schools, police, fire departments, and more.

Bring everyone back online

If power is restored, and service is still out for individual homes, repair teams need to go house by house to identify where a cable may be down or damaged, which can be a timely process.

Credits and Billing

We appreciate your patience and we’re offering credits to our customers who experienced service outages due to Hurricane Laura. If you have not received an email about your credit, please request one for the time your Suddenlink service was out after your power was restored by going to My Account, signing in with your Suddenlink username and password, and clicking Request a Credit. If you receive a credit for a service outage experienced, any late fees will also be waived.
During this time, all collections activity for the impacted areas are also suspended.

For our customers whose services were still not restored as of 10/16/20, we've temporarily suspended AutoPay. It will be reinstated once your service is restored and any credits applied.

Staying connected

We know how critical internet connectivity is to you, especially as the COVID crisis has forced more families to work and learn from home. As restoration continues, we’ll continue to set up public hotspots in areas affected by the storm where you can access free WiFi.

In the coming weeks, we will continue to add new locations for additional WiFi access. If you are a business who would like to open your WiFi to the community, please let us know.
WiFi Locations

Keeping businesses
connected

We understand how important connectivity is to your business, and promise you that we are working on restoring service to our Louisiana customers as quickly and safely as possible. In an effort to support small businesses as restoration continues, we have included connectivity solutions and tools businesses can rely on to stay in touch with their employees and customers during these times.
We know how important it is stay on top of business calls. Our voice services are here to keep business customers connected remotely with easy to use features such as:

+ Call forwarding for Business Class Phone
+ Call forwarding for Business Hosted Voice
+ Single Number Reach
You can also stay connected to your business and customers by accessing our webmail services on your mobile device so you can continue to operate business from wherever you are. Plus, stay connected at one of our free WiFi locations mentioned above.

Retail stores / Lost and damaged equipment

Our retail stores are also open and you can visit us in person weekdays at select locations. You can pick up, drop off, or exchange any Suddenlink equipment that was lost or damaged during Hurricane Laura, free of charge. You can also make payments and switch to Altice Mobile with your own device in-store.

Note that due to COVID-19, our stores are limited to a 1-to-1 employee/customer ratio, so you may need to wait outside before coming in. We require our employees and customers to wear face coverings and practice social distancing when visiting.

Always remember to check suddenlink.com/stores for the most current store hours and directions to your nearest location.
Store locations

Giving back to Louisiana 

Suddenlink is also committed to providing financial assistance to the Louisiana communities that were impacted. We’ve donated $50k to the Community Foundation of Southwest Louisiana and are working with local relief organizations including the United Way and the Red Cross to donate free television advertising to help raise donations to help those impacted.

We're here for you

During this time, we remain here to help you.
Residential customers can call us at 877-794-2724, or message us on Facebook, Twitter, or at suddenlink.com/chat.

Business customers can contact us at 855-270-5527 or message us on Facebook, Twitter, or at suddenlinkbusiness.com/chat.
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