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Service Restoration FAQs
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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.
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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.
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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.