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FREQUENTLY ASKED QUESTIONS

This section contains answers to frequently asked questions about Suddenlink Business billing, products and technical support.

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Billing and Tax Forms Tech Support User Guides & Tutorials

POPULAR QUESTIONS

  • How do I view my upcoming appointments in My Account online? Tech Support

    Login to My Account. On the right hand side you will see a section labeled “Upcoming Appointments”. If you have an appointment scheduled, you will see the details displayed there. You can also click on the “Where’s My Tech” link below the appointment details to check on the status of your technician.

  • What does it mean when they say the modem is in Router mode? Tech Support

    This type of modem connects the two networks by demodulating the signals from the coax cable and converting them to Ethernet. However, this modem adds a built-in Router that keeps the two networks separate and allows them to talk to each other based on the Layer 3 headers in the data.

  • How do I set up EZ Pay? Billing and Tax Forms

    EZ Pay

    EZ Pay is a monthly recurring payment that you set up and control. Once enrolled, your Suddenlink bill is paid automatically each month using a checking account or credit/debit card

    Enroll:

    1. Log into the Suddenlink Website at suddenlinkbusiness.com

    2. Go to My Account section

    3. Click Set up Automated Payments from the main page

      EZ Pay Automated Payments home image
    4. Click

      Manage Methods of Payments

       

      EZ Pay Automated Payments
    5. Choose an existing payment method, then select Use This Method or add a new payment method.

      EZ Pay Automated Payments
    6. A confirmation page displays indicating the enrollment was successful.

    It can take 1 to 2 bills for your EZ Pay to start once enrolled. Continue to pay as usual until you see Auto Pay under Amount Paid on the payment stub section of your bill.

    Change your payment method:

    1. Log into the Suddenlink Website at suddenlink.net

    2. Go to My Account section

    3. Click Set up Automated Payments from the main page

    4. Click Manage Methods of Payments

      EZ Pay Automated Payments
    5. Select your new Payment Method and click Use This Method

      EZ Pay Automated Payments
    6. A confirmation page displays indicating the enrollment was successful.

    Add a new payment method:

    1. Log into the Suddenlink Website at suddenlink.net

    2. Go to My Account section

    3. Click Set up Automated Payments from the main page

    4. Click Manage Methods of Payments

    5. Click Add New Method of Payment, enter “Payment Information” and then click Continue

    6. Under Payment Methods, choose your new payment method, then select Update EZ Pay.

    7. A confirmation page displays indicating the enrollment was successful.

    Remove a payment method:

    1. Log into the Suddenlink Website at suddenlink.net

    2. Go to My Account section

    3. Click Set up Automated Payments from the main page

    4. Click Manage Methods of Payments

    5. Click remove next to the Method of Payment to be removed

  • Retransmission Consent (RTC) Fee Billing and Tax Forms

    Suddenlink customers may notice a “broadcast station surcharge” on their bills. That surcharge reflects the charges levied by the owners of broadcast TV stations.

    Unlike cable TV networks, broadcast TV stations distribute their signals over the air, using free spectrum granted to them by the federal government. In effect, taxpayers subsidize the distribution of broadcast TV signals. These same broadcast TV stations are then allowed by the government to charge for their signals — and if we don’t agree to pay, broadcasters can force us to drop their channels.

    It’s all part of a process known as “retransmission consent.”

    Unfortunately, a number of broadcasters have become very aggressive, pressing for increasingly larger payments. While this situation has resulted in the surcharge on customer bills, we pledge not to profit from that surcharge. We will make sure we do not collect more from the surcharge than we pay to the owners of broadcast TV stations.

  • Business Phone User Guide User Guides & Tutorials

    Click here to download the Business Phone User Guide

  • How many static IPs can I use on a single device? Tech Support

    With Cable Host Authorize command added to our equipment you may use a maximum of static 8 IPs.  When connecting your own equipment to more than one cable modem it will not double the limit. You must call us to help allow more than one IP to work at a time.

  • What is my current internet speed? Tech Support

    Your current internet speed will be listed on your statement. You can get there by logging into your online account, clicking on “Sign In” and then clicking on “View Statements” under the Additional Options. If you are testing your speed, you would need to bypass your equipment and plug a laptop directly while testing. Bypassing your equipment keeps other devices which may be using bandwidth without you knowing it from affecting your results.

  • How do I view international calling rates? Billing and Tax Forms

    If you currently subscribe to our phone service, you can quickly and easily access our international calling rates. Login to My Account, click on the My Services tab, and next to Phone, click on International Rates. This will take you to a listing of international rates by country.

  • Why do I have to register to view my bill? Billing and Tax Forms
    We ask that you take this step as an additional security precaution. We want to ensure your privacy and be able to verify that you are the only one who views your billing statement. Users can update/change their profile Information by clicking "Update User Details".
  • Business Hosted Voice User Guide User Guides & Tutorials

    Click here to download the Business Hosted Voice user guide

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