We Promise guarantees apply to residential customers only; all services not available in all areas; customer must be in good standing and have no outstanding obligation to Suddenlink.
30-Day Money-Back Guarantee
Guarantee is on the monthly recurring service fee only. Customer must have subscribed to TV, Internet, Phone, ancillary service and/or service upgrade within the 30 days prior to the money back request. Request for up to 30 day credit must occur within 30 days from installation or change of service date; limit one credit per service within any 90 day period.
Money back provided first by credit. Customers with other Suddenlink services will receive their credit on subsequent bill statement. Customers canceling all services will receive a credit applied first against outstanding financial obligations, if any, and then refunded for the remainder.
Service Experience Guarantee
For service appointments, adult 18 years or older must be present, pets restrained, and work areas accessible and safe; limit one credit available per scheduled appointment.
Customers shall be eligible to receive a $20 credit when any of the following occur: 1) technician arrives before the appointment when the customer is not home and technician does not return within the appointment window; 2) the technician arrives after the appointment window; 3) the technician does not show up for appointment, or 4) the technician(s) cannot complete the work (installation, issue and/or repair) during the first scheduled appointment.
Customers are not eligible to receive the $20 credit for circumstances beyond Suddenlink's control, such as severe weather, safety concerns and the like, or for requests for additional services, equipment and/or installation at the time of the service call.
Customer must call Suddenlink to report the service interruption; the service interruption time starts from the time it was reported to Suddenlink; must be total service interruption of affected service for more than 24 hours; and customer must request the credit.
Customers are not eligible to receive the $20 credit for circumstances beyond Suddenlink's control, such as severe weather, safety concerns and the like, outages less than 24 hours, and customer deferral of available appointment within 24 hours.