FREQUENTLY ASKED QUESTIONS

When you connect to the wireless provided by the property, you connect to a single access point that may be used by your neighbors around you. This can cause some slower than usual speeds at peak times such as in the evening, or late night. This is nothing to be concerned about, because this is normal. Using a hardwired connection to the Ethernet port can prevent internet slowdowns during peak hours.

Form 01-339 is a Texas resale or sales and use tax exemption form. This form should be completed by any customers claiming exemption from sales or use tax in Texas. Customers will also need to apply to the TX Comptroller for exemption and be searchable on the Texas Tax Exempt Entity search on the website. The link to the website is here

Click to download form.

If you need to power cycle your modem as part of your internet connection troubleshooting, follow the steps below.

1. Unplug your modem from the power by pulling the power cord from the back of the modem.

2. If you have a router, unplug the power from the back of your router. Leave it unplugged for now.

3. Wait 15 seconds.

4. Plug the power back into your modem.

5. Wait 15 seconds.

6. Plug the power back into your router, if you have one.

7. Wait 15 seconds.

8. Pull up or refresh your browser window to test your internet connection.

9. If you are still unable to pull up webpages, we recommend that you power cycle your own equipment and restart your computer and try again.

How do I power cycle my own equipment as described above?

We recommend that you contact your own IT department if you have one just to be safe, but you can easily follow the CAT5 cable from the modem to each device between the modem and your PC and simply cut the power off, wait about 10 seconds and plug the power back into each device. This usually resolves many problems you might experience. If the problem resurfaces continually, or gets worse we recommend that you call us before power cycling so we can look at everything beforehand. If these steps do not work to restore your services, please call us at 1-855-270-5527.

In order to take advantage of our fastest speeds, there are certain infrastructure requirements that you may need to check.

• Modem: Are you planning to use a DOCSIS 3 modem? To reach speeds over 100 Mbps, you will need to use a D3 modem.
• Router: If you are using your own router, is the equipment you own capable of reaching max speeds? Confirm that your equipment is rated to handle speeds greater than 100 Mbps.
• Wiring: Is your wiring (Ethernet cabling) Cat5E or Cat6E? Standard Cat5 Ethernet cable may hinder your ability to go over 100 Mbps. By installing Cat5E or Cat6E, you can ensure you’re receiving the fastest speed.
• Devices: Are the devices that are you using to connect to the data service capable of reaching gigabit speeds? Check to see if your computers are gigabit capable or equipped with gigabit Ethernet adapters.
• Firewall: Is your firewall limited in terms of the traffic it can accommodate? If your IT personnel installed a firewall, they can tell you if there are any limitations on the amount of traffic that can be routed to the internet.

If you have any questions about whether or not you can support our fastest speeds, be sure to check with your IT personnel or give us a call at 1-855-270-5527 to consult one of our knowledgeable representatives.

Add/Remove an Authorized User to/from My Business Account

A Suddenlink Business Account Holder can add and/or remove an Authorized User* to/from their Suddenlink Business accounts. Up to 5 Authorized Users may be designated per Suddenlink account.

An Authorized User may complete the following transactions:

• Make payments, review billing history, including balance inquiry*
• Confirm or update contact phone numbers and/or e-mail address for the account*
• Schedule or cancel service appointments*
• Confirm/verify current services*
• Request to modify select phone features*
• Request to open or close select ports for activity*
• Add or remove certain Suddenlink services and equipment*

An Authorized User is not permitted to:

• Make changes that could result in a loss of service
• Change the service and billing address
• Change the Voice telephone number, port in/port out a telephone number
• Add or remove an Authorized User

To add or remove an Authorized User*, the Account Holder can call a Suddenlink service Representative, visit Suddenlink Store location**, or fax/mail a completed Authorized User Form to:

Altice USA
Attn: Shared Services
200 Jericho Quadrangle
Jericho, NY 11753
Fax: 516-803-1688

*Additional security verification may be required at the time of request.

**Account Holder must supply a photo ID

For options on how to best contact our Billing Department, please click here

Visit the state website to download or request a copy of the correct exemption form based on your organization.

Remote Call Forwarding provides you the capability to route your calls to your choice of business locations-even to a mobile phone from any phone, inside or outside your office. Follow these instructions on how to set up Remote Call Forwarding.

Suddenlink Business Premier Technical Support is like having your own IT department at your fingers. We’ll remotely troubleshoot and resolve software problems with virtually any of your connected devices - from setting up new devices, connecting tablets, smartphones, and PC’s to your network to removing viruses and troubleshooting other software issues. Suddenlink Business Premier Technical Support covers your entire office for one low monthly price. Our convenient mobile app gives your business instant contact to a live virtual help desk via chat or click to call - whenever you need to troubleshoot an issue.