Where can I get news and important information?

Download important mobile apps for support, news, and entertainment: Suddenlink Support App Altice One App And follow us on Social: Twitter: @SuddenlinkHelp Facebook: Suddenlink Communications

Where can I get more information to make sure I'm ready for a storm or outage?

For other more general Storm readiness resources, visit: Ready.gov CDC: https://emergency.cdc.gov/

What should I do if my Suddenlink service is not working?

If your service is down, check Service Help, under My Services at My Account to see if there is an outage. If no outage is shown, try troubleshooting the issue. If this does not help, please message us.

Will I lose my Suddenlink service if my power is out?

Without power to your home, your Suddenlink service will not work. Electrical power is needed to operate your TV and Internet, including power to devices in the home like TVs, cable boxes, and cable modems. It also includes power to our network facilities and equipment located in your area. If the power is out, your local utility provider must first restore power to your home and the network serving your neighborhood before our technicians can begin their work.

If I have power, shouldn't my Suddenlink service work?

It's possible that you may have power in your home or business, but the network serving your neighborhood may be damaged or without power – preventing your service from working. Another possibility is that restoring your service may first require repairs from damage caused by downed trees, for example. There could even be connection issues between your home or business and the nearest utility pole.

Once the power is restored in my home or business, how can I get my service back up and running?

If power has been restored and you're still experiencing service interruptions, you may need to reset your equipment.• Unplug your equipment (i.e., your modem or gateway)• Wait 30 seconds• Plug your equipment back into the power source

Can I install a backup battery for my Suddenlink modem or gateway?

During a power outage, it's strongly recommended that you have a battery backup so you can continue to have home phone service (if that is part of your package). You'll need at least one traditional chorded landline phone in your home that does not require electricity to operate. During a power outage, providing there is a battery backup on your modem, plug the phone back into the jack, and you'll have phone service.

We’re prepared for
severe weather.

Restoring your service quickly is our top priority.

Staying connected during storms is critical. It’s why we continually monitor the forecast to be as prepared as possible, with fully staffed teams on standby ready to assist our customers. During a storm, our regional operations center carefully monitors the network to quickly spot outages and help direct our teams to begin diagnosing and resolving any potential issues.

How can you prepare
for a storm?

When severe weather is on the way, what’s the best way to stay in the know? Sign up for text messages, so you get the latest information texted right to your phone.

How else can
I be ready?

1. Make sure your devices are charged and have your Suddenlink username ready, so you can quickly log into your account to check status updates and find online support.

Don't have a username, create one.

Forgot your username?
No problem, get a reminder.

2. Check the settings on important communication channels. So, if you’ve enrolled in getting alerts, make sure your contact information in preference management is correct.

3. Set up email accounts on your mobile devices using these easy-to-follow instructions: Apple or Samsung devices

What happens when you lose service?

Keeping your service up and running is our goal, but some things are beyond our control. Regardless, we’re ready with a clear restoration roadmap if your service is interrupted.

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

Service head-ends

Partner with power companies

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.

Follow us on Social

Message us

Twitter: @SuddenlinkHelp

Facebook

Service Restoration FAQs

Where can I get news and important information?

Download important mobile apps for support, news, and entertainment:
Suddenlink Support App
Altice One App
And follow us on Social:
Twitter: @SuddenlinkHelp Facebook: Suddenlink Communications
Where can I get more information to make sure I'm ready for a storm or outage?

For other more general Storm readiness resources, visit:
Ready.gov
CDC: https://emergency.cdc.gov/
What should I do if my Suddenlink service is not working?

If your service is down, check Service Help, under My Services at My Account to see if there is an outage. If no outage is shown, try troubleshooting the issue. If this does not help, please message us.
Will I lose my Suddenlink service if my power is out?

Without power to your home, your Suddenlink service will not work. Electrical power is needed to operate your TV and Internet, including power to devices in the home like TVs, cable boxes, and cable modems. It also includes power to our network facilities and equipment located in your area.

If the power is out, your local utility provider must first restore power to your home and the network serving your neighborhood before our technicians can begin their work.
If I have power, shouldn't my Suddenlink service work?

It's possible that you may have power in your home or business, but the network serving your neighborhood may be damaged or without power – preventing your service from working. Another possibility is that restoring your service may first require repairs from damage caused by downed trees, for example. There could even be connection issues between your home or business and the nearest utility pole.
Once the power is restored in my home or business, how can I get my service back up and running?

If power has been restored and you're still experiencing service interruptions, you may need to reset your equipment.
•   Unplug your equipment (i.e., your modem or gateway)
•   Wait 30 seconds
•   Plug your equipment back into the power source
Can I install a backup battery for my Suddenlink modem or gateway?

During a power outage, it's strongly recommended that you have a battery backup so you can continue to have home phone service (if that is part of your package). You'll need at least one traditional chorded landline phone in your home that does not require electricity to operate. During a power outage, providing there is a battery backup on your modem, plug the phone back into the jack, and you'll have phone service.

We’re prepared for severe weather.

Restoring your service quickly is our top priority.

How can you prepare for a storm?

How else can I be ready?

What happens when you lose service?

Keeping your service up and running is our goal, but some things are beyond our control. Regardless, we’re ready with a clear restoration roadmap if your service is interrupted.

Assess transport lines

Service head-ends

Partner with power companies

Prioritize restoration

Bring everyone back online

Assess transport lines

Service head-ends

Partner with power companies

Prioritize restoration

Bring everyone back online

Follow us on Social

Service Restoration FAQs

Where can I get news and important information?

Where can I get more information to make sure I'm ready for a storm or outage?

What should I do if my Suddenlink service is not working?

Will I lose my Suddenlink service if my power is out?

If I have power, shouldn't my Suddenlink service work?

Once the power is restored in my home or business, how can I get my service back up and running?

Can I install a backup battery for my Suddenlink modem or gateway?

We’re prepared for
severe weather.

How can you prepare
for a storm?

How else can
I be ready?