FREQUENTLY ASKED QUESTIONS

To change your access code online, you must log into My Account. Once logged in, navigate to the ‘My Profile’ tab. The last option under User Information is a button to change your access code. NOTE: Only primary users can change the access code. Secondary users on My Account will not have the option to do so.

This is a tax that is mandated by the federal government and it is assessed on taxable services.

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
1111 Stewart Avenue
Bethpage, NY 11714
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

Pricing effective 2/25/2021

¹Security: Use of Business Internet Security products and services does not guarantee that your business is immune to all future cyber-attacks or unauthorized third party access to your systems. In order to receive the full protection, Static IP customers must change their DNS server.
²May not be available in all areas
³Service includes key features such as unlimited long distance, caller ID, 3-way calling, call return, call waiting and call waiting ID
⁴Business Hosted Voice includes all key features from Unlimited Voice plus 40 other features and unlimited long distance.
⁵Minimum contract is 2 years with a minimum seat requirement of 3.
⁶Includes wall fish if required.
⁷Not available for sale in Bishop CA, Winnfield LA, Hearne TX, Lowry Crossing TX & Lucas TX, or Ozark AR.
⁸Includes Basic, Local & National News, Family & General Entertainment; NO SPORTS; Only available in encrypted markets.
⁹Includes Commercial Digital Tier
¹⁰Available to bars and restaurants only
¹¹Includes Bars and Restaurants Digital Tier
¹²Stingray Music® can be purchased separately. Requires a digital cable box, HD digital cable box or a Cable CARD for each TV. Subscribers may be responsible for obtaining and payment of additional music licensing or copyright fees for any music contained in the Stingray Music® channels and other programming channels.
¹³No DVR functionality.
¹⁴Not a per outlet fee.
¹⁵Product not available in CA.
¹⁶Not available to FTTH subscribers.
¹⁷Each access point carries an installation charge of $59.99.
¹⁸Rate varies by state. Applies 2 days after due date on all bills.
¹⁹Rate varies by region.
²⁰The fee varies depending on work being completed.
²¹Rate for month to month customers.
²²Applies if truck roll required for existing customers.
²³Includes 250 minutes of toll free. Additional minutes added in blocks of 250 Minutes.
²⁴Must order HD Receiver as well.
²⁵Not available for data modems with less than 25Mbps download speeds.
²⁶Business Internet 100 has download speeds up to 100 Mbps and upload speeds up to 10 Mbps.
²⁷Business Internet 300 has download speeds up to 300 Mbps and upload speeds up to 30 Mbps.
²⁸Business Internet 500 has download speeds up to 500 Mbps and upload speeds up to 50 Mbps.
²⁹Business 1 Gig internet has download speeds up to 940 Mbps and upload speeds up to 50 Mbps.
³⁰Business Internet 50 has download speeds up to 50 Mbps and upload speeds up to 8 Mbps.
³¹Business Internet 200 has download speeds up to 200 Mbps and upload speeds up to 20 Mbps.
³²Business Internet 400 has download speeds up to 400 Mbps and upload speeds up to 20 Mbps.
³³Business Internet 150 has download speeds up to 150 Mbps and upload speeds up to 10 Mbps.
³⁴Business Internet 1 has download speeds up to 1 Mbps and upload speeds up to 384 Kbps.
³⁵Business Internet 3 has download speeds up to 3 Mbps and upload speeds up to 512 Kbps.
³⁶Business Internet 6 has download speeds up to 6 Mbps and upload speeds up to 768 Kbps.
³⁷Business Internet 15 has download speeds up to 15 Mbps and upload speeds up to 2 Mbps.
³⁸Business Internet 20 has download speeds up to 20 Mbps and upload speeds up to 2 Mbps.
³⁹Business Internet 30 has download speeds up to 30 Mbps and upload speeds up to 2 Mbps
⁴⁰Applies when turning on service or restoring levels of service that were previously disconnected or downgraded.
⁴¹Business Internet 50 has download speeds up to 50 Mbps and upload speeds up to 5 Mbps.

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