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Original Comment Mini box Issues: ongoing issues for last 4 months but dealt with it by unplugging to reset at least twice a week<br /> &amp;#8226; When accessing recorded programs through DVR button - error message OBV-55<br /> &amp;#8226; When using Voice button, didn't respond - error message OBV-55<br /> &amp;#8226; WPS button keeps going out<br /> &amp;#8226; When first turning on TV and cable, no audio comes through; checked the audio through apps and audio works<br /> &amp;#8226; Have had to continuously unplug box for 5 minutes to reset box for above functions to work<br /> <br /> Main box issues: issues started in December 2020<br /> &amp;#8226; When first turning on TV and cable, no audio comes through; checked the audio through apps and audio works<br /> &amp;#8226; When using Voice button, didn't respond - error message SCHR 102<br /> <br /> 12/21/20 called into SuddenLink - spoke with rep Pamela above issues and I requested new cable boxes. Pamela said I could swap out the boxes at one of their stores or have a tech come out but there would be a charge for the tech to come out. I advised that the closest store to me had closed and there were no others within my area and I insisted that would was not going to pay for a technician to come out because their boxes were not properly working and there's no stores for me to swap them out. Pamela insisted there would be a charge and she couldn't override it. I asked to speak with her supervisor and she said he would just tell me the same thing but I insisted to speak with her supervisor. I did speak with supervisor, John and explained the above situation again. John did say he was authorized to waive the charge for the technician to come out and scheduled me for Thursday 12/24/20 between 8am and 2pm.<br /> 12/23/20 - onsite technician, Spencer called to see if he could come earlier than scheduled. When Spencer arrived, he looked at my mini box and pushed the top 2 buttons to reset and then went to the main box. He said every time I have the issue above, this is what I would have to do and I replied I shouldn't have to do this every time I want to enjoy watching TV. He said he would check the fiber outside and offered me 2 HDMI cords (which I replaced) advising that this may help. Spencer also did something on the main box and as he was in the settings, I asked him about the 2 networks (2.4 and 5g) that was listed and he said I don't need both and asked if he could delete the 2.4g; I responded yes. After he left, I tried using one of my devices and discovered it was not on the network. Unfortunately, Spencer did not advise that it would impact some/all of my devices. I called him back on his mobile (972-482-1007) and told him my devices are no longer connected and asked how to get both my networks back. Spencer said there's no way for him to get it back and advised I contact SuddenLink's tech support. I then spent additional time on the phone with tech support and they restored both networks, but I had to reset 10+ devices back on the network including my security. <br /> <br /> <br /> 12/24/20 called SuddenLink - explained that my mini is having the same issues as initially reported and that the last visit from technician did no install new cable boxes as I previously requested. Another onsite technician visit was scheduled for 12/30/20. I was told that after everything is fixed, I could call back to get compensated for the days I had issues.<br /> 12/30/20 - onsite technician, Anthony came out and also reset the mini box and the main box; he indicated that when Suddenlink does their software updates on the main box, the connections on the mini drops and that's why the WPS keeps going out and the other functions stop working. He advised he could replace the main box but it may not fix the problem. I requested he go ahead and replace the box to exhaust all resources to resolve the issue. Anthony replaced the box but he did not advise that there's be a new network and password and before I could ask him to hold off, he was done. This again caused my devices to drop off the network but Anthony advised that I could call SuddenLink tech support and they could get all of my devices back on the new network without me having to connect them one-by-one.<br /> After Anthony left I called SuddenLink tech support (Marwin) as Anthony advised but I was on the phone with them over an hour because they had trouble finding my internet and wasn't able to restore my devices. Marwin did walk me through the Settings to rename my network and password to my original network and password. Marwin said that he didn't think the onsite technician completed the setup on the main box so he scheduled another onsite technician for the next morning 12/31/20 to complete the setup.<br /> <br /> 12/31/20 - onsite technician, Joshua came out and was unsure the reason for his visit because he checked the network and it was working. I explained to him that tech support set up the visit because they couldn't find my internet to setup all my devices at once so I didn't have to set them up again one-by-one. However, Joshua advised that this was not possible...there is no way they could set up devices all at once; I would have to set up individually again which frustrated me again. Joshua did check the mini and main boxes and discovered that the last onsite technician did not complete the setup so he completed the setup. Joshua did confirm that when there's software updates, it drops the connection on the mini box. <br /> 1/4/21 (10:22am day hours) called into SuddenLink and waited on hold for 40 minutes to report the Voice on both mini and main boxes are still not working (SCH 102 and OBV 55 error messages) and retrieving recorded programs by DVR button, receive a OBV 55 error message. However, I never go through to report this error. The WPS light on the mini but is not lit on the main box. I've taken pictures of the error messages on the TV after 3 technicians have come out but the issues continue. <br /> 1/4/21 (9:22pm evening hours) - called into Suddenlink again to report above and how SuddenLink plan to compensate me from the days I reported these issues/interruptions and how they're going to discount my account. Rep, Hadir says she can schedule another tech to come out to fix the issue but I refused to have another tech come out after 3 different technicians and hours spent on the phone. Told her I want compensation and discount my account. Hadir says she reported this to the credit department and says I'll get a call back to me within 3 days by phone to tell me what my credit and discount is. She says she reported my complaints and issues to higher management team to tell them what's going on. <br /> <br /> 1/7/21: the picture on both TVs are freezing up and distorting sporadically. <br /> 1/10/21: As of today, I have not heard from the billing department. Wen online a clicked 'request a credit' and it showed 'Your credit request has been sent. We will review and apply credits per our policy.<br /> 1/10/21: Called Suddenlink today to report sporadic picture freezes and distortion. The tech, Yolan accessed my system (not sure what she did) and asked if the picture was fixed. I told her this happens sporadically but during the call it did not freeze or distort. She says if this happens again, just call back and have them review the notes from today and they'll know what to do.<br /> <br /> Wow - just reviewed my bill and I'm paying over $40/month in taxes and fees &amp;#9785;

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