Public Mediation

H.J. vs. Suddenlink Communications

Unsubstantiated data over-usage

H. J. vs. Suddenlink Communications By Altice
1111 Stewart Avenue, Bethpage, New York, 11714, United States
Amount Involved: $350.00
Complaint(s): Bad business practices
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 2070492
    • Amount Involved: 350.00
    • Filed On: Mar 14, 2016
    • Posted On: Mar 25, 2016
    • Complaint(s):
      • Bad business practices
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"I am a Suddenlink customer reporting a possible fraud in charging people for “data over-usage”.
My normal usages in the past three months were 18.6, 30.8, and 30 Gb (monthly) in the 250 Gb plan. However, the data usage from 11-17-2015 to 12-17-2015 was 862.8 Gb (monthly). The peak daily usage was 96.0 Gb on 11-29-2015, which is simply impossible. I called Suddenlink about the incidence and ruled out other possibilities. After listening to my explanation about what happened on 10-17 to 11-21 (see chart below), the customer service lady waived the charge of $120 for “data over-usage” for that month. On those five days, my wife streamed one movie a day but the data usages were 17.2, 77.7, 39.3, 44.3, and 42.3 Gb (daily)! One movie is less than 2 Gb, how can this be true? The problem seems to be the amount of time used to download also matters, not the actual data flowing onto the local computer.

That also explains what happened in the cycles ending 9-16-2015 (monthly 766.7 Gb, peak daily use: 65.5 Gb, $110 charged for “over-usage”), 8-16-2015 (monthly 1432.4 Gb, peak daily use: 69.7 Gb, $240 for “over-usage”), 7-16-2015 (monthly, 1014.2 Gb, peak daily use: 63.4 Gb, charge for “over-usage” waived for 2nd time), and 6-16-2015 (monthly 298.8 Gb, peak daily use: 29.0 Gb, “over-usage” waived, 1st time. By the way, their warning of “data over-usage” was small and on the 2nd page. I found this problem on the third month.) In those months, I did finished watching several seasons of StarTrek provided by NetFlix. But the issue is how much data was actually flowing onto my TV? I believe there is a systematic setting in the Suddenlink system that in partly based on time but not the actual amount of data.

After explaining these to Suddenlink Customer Service, they did not waive the $350 charge and I had to pay.

I will follow this letter by actually monitoring the data flow measured by the router and comparing it with the Suddenlink data on the same date to prove or falsify my hypothesis.

Best wishes,

Haobo Jiang"
...
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What Claimant Wants Hide
1. Credit: Overpaid Service Charge Mar 31, 2016 $350.00
2. Other – Pay for claim posting cost Mar 31, 2016 $7.99
Cash total : $357.99
  • 1
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Respondent's Counteroffer

There has been no response to this claim from Suddenlink Communications By Altice. This claim will remain posted until resolved
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