Optimum
Reviews and Complaints

Recently got into contact with this representative "Vincent Jacky" at [protected] because my father needed help fixing his phone. They repeatedly went into my personal email account and changed my password several times. Now I am locked out of my personal email account and I cannot log in for anything. Then they changed my apple ID Password and engaged in exchanging messages where the representative repeatedly stated "make the password easy and simple. Caps really? Caps... F Caps" without any consideration to the fact that they have already entered my account without my expressed say-so. Throughout the exchange, they were very demanding to give them the password over and over again. I fear I will be hacked by Vincent Jacky and will contact google to revert and/or change my personal identifications and passwords.

I called customer service to try and get a payment extension I was threatened and antagonize by one of the customer service representative I asked several times to connect me to her supervisor and all she did was warn me and threaten me and I repeat it to her two times that are you threatening me if she confirmed that she was threatening me and then she hung up in my face is horrible service horrible horrible horrible

I have had optimum for over ten years with minimum problems,a rep from optimum came to my door and convinced me to switch to fiber optics a technician arrived on march 19th and installed the altice mini box but left the original cable box hooked up since then I have been billed for two accounts,I have called optimum many times to have the cable boxes removed,finally someone came and took the boxes away but the amount on my bill is still twice what I agreed to every rep that I speak to assures me that it is resolved then I get hit with another bill,I need this problem resolved where I am paying one bill with one account number,I cannot afford two accounts being a single person and having my service shut off through no fault of mine.

It just came to my attention that I have been paying for services I never authorized. HBO and Showtime were added to my bill several months ago without my consent and Optimum will do nothing but credit me part of this month that I already pre-paid, and remove the services. I have been paying for over a year. They refuse to connect me with a supervisor and cannot provide evidence of me authorizing HBO or Showtime. I would like a credit for the multiple months I have been paying for these unauthorized services but they refuse to do anything. Horrible customer service. They are our only option for Cable TV so they treat us like dirt. I will have to switch to a streaming TV service or satellite.

I called optimum today about an internet a continuing interraising of my service issue. I requested to immediate technician to come to my home. Technician, Zoltan came and indicated that he was removing and replacing the modem and would check the service before he left.

He removed 2 modems 1. that he said was "outdated over a year" and should not have still been connected and a 2. a newer modem from the last issue call that was given to me in November 2021. Since then I explained I have had to complete multiple reboots and I inquired about the older modem, he mentioned that the previous technician should not have kept it installed as it would interrupt the service of the new modem model. He suggested I call customer service and address the issue since it was dated back so longcompleted called back again, and spoke with Mariam, I explained the issue and she verified that I had called and that the issues I called about warranted action from optimum and that he needed time to further review and escalate.

She came back on the line and verified that I should be offered a credit, however, this credit did not cover the issue of the problem which dated back into 2021. She told me she needed to escalate to a manager.

The Manager, Ahmed called me, I explained the situation and almost immediately, he was giving me an attitude and not addressing the issue of the old modem, and instead, blaming me, the customer. He mentioned that he could see the logs and my multiple reboots on his end, however, failed to mention that he did not see the completed notes from the tech Zoltan. He also failed to address the issue that the previous technician should never have left old equipment set up.

I was also in text correspondence with Zoltan who mentioned his detailed notes would not be present yet for the manager to review, however, the manager claimed to have seen the tech notes in full, which appears to be highly inaccurate given that he told me he did not see that Zoltan return 2 modems, 1 of which was expired. In addition,the manager admitted that as cutosmer servicee, he was unable to fully investigate the issue with the technician at that time.

Instead of providing a pathway to resolution, Ahmed offered no pathway to resolution for the months of poor service that I have been paying for, and instead insulted my character by insinuating I was lying about the issue. I have been pregnant, which should not matter in this clear case at all, since the technician call in Nov. Since then, I have been pretty sick with multiple visits to the doctor and urgent care, having believed my service was installed correctly, I would not have had the need to believe that the service I was paying for that was not fully operational, and thus now feel completely taken advantage of as a consumer.

I am completely disappointed in the level of customer service I received from the Ahmed ID SVG and Mariam.

Ahmed moved to blame me, the customer, for not calling multiple times after the visit in November. I made several calls in 2021, and did not have cause to keep calling back after multiple visits from a tech came because I trusted the service I was being provided, and having been sick and overwhelmed trusted the years of service I have had with Optimum.

As Zoltan had suggested, I call back again and indicate that I was receiving poor, outdated (expired) service as a result of having an old router still connected to my plan and home since 2021. During this time, with the expired modem still connected, I was charged monthly fees for a modem, and service fees for the tech coming out and I logged complaint on call made to optimum about this and I called back again in decemeber of 2021

I am disputing the charges of all services provided and monthly fees dating back to when the modem was deemed expired. This device should have been removed from my home from the technician in November, or Optimum should have reached out and scheduled a time to remove the outdated equipment as a matter of quality review, had any of these options been completed, I would never have needed to continue to experience poor

service.

I scheduled to have an install today with a time frame of 8-11 by 12 called and told tech called HE DID NOT and my appointment was rescheduled for 4-5 since I work at night that wouldn't work so they switched it to 11-2. Your tech still not calling showed up at 3pm. Said he would need a day to get the job done. This is not a way to start a relationship. I want to speak to a qualified technician to schedule yet again. I wasted my entire day waiting. You can reach me at [protected]. I also have called 3 times spoke with a supervisor 2 customer service reps and the online chat just now and not one of them understands an ALL DAY APPOINTMENT your techs words not mine.

I went with poor to no service for almost three weeks in April. I was told I would get a credit on my bill. I did not. No service, losing programing both internet and TV service. Scheduled service representative to the house THREE times in three weeks. They cancelled (made me cancell) when they said they fixed the problem in house and all was working. It did work for a day or two and they went out again. I would call for service wait several days for them to fix it and cancel the service or I would have to pay $75 to $150 for the call. It would work again then go out again. It worked for about a month now going out again. They are coming for an upgrade next week but have refused to give me credit for the three weeks of bad to no service. They said I should have made them give a credit then instead of agreeing to wait for the credit. I feel I am owed $167. 20 days off the billing of 31 days. they gave a $10 credit today. Also I have HBO Max and they charged me for a movie on that "on demand" (they did give credit for that after complaining.) If you do not watch them the lie lie lie.

Almost every day now reception on both HD TV's have garbled video and audio reception. Each set has a separate cable connected to a different Optimum Cable box but that bad reception is on each one. When we select Guide on the remote control 3/4 of the picture is perfect but the 1/4 picture of the program is displayed in the upper right side of the tv and is exactly garbled as would be on the entire face of the tv. It lasts from a few hours starting anytime during the day until we close down for the night. Most of the time it is not on all channels and is always on completely on ABC7 channel 7 on the main tv and 507 on the smaller tv in the main bedroom. This has happened only since Optimum took over from Service Electric when it never happened during our 20 years here in same Town House in Hamburg, NJ. I want this corrected and have indicated this many time to the non English speaking/understanding people in the Sparta service location. The T'v work perfectly with Fire Stick and I have changed both boxes a few times. I just recently discovered that when going to the Guide on the remote that your signal is perfect when sent directly from Sparta, I guess and not from your satellite from the 180 or so channels on our service. Get it corrected now.

Alan Bishop 35 Lakeview Drive, Hamburg, NJ 07419 [protected]@hotmail.com tel. [protected].

We were long time Verizon customers and called Optimum to see if they could match the service and price since we were moving. We explained the situation, gave them the price we were paying and they were able to match. Three months in, the rate went up. I called, they adjusted it, what I thought was permanent, and then I saw the increase again 3 months later. I've called several times and spoken to very unhelpful associates who are just reading a script. I was given the runaround when asking to speak to the retention department. I was promised a call back last Friday at 1:15 EST. It's 7 business days passed and I'm furious. I had no option other than paying the overage as they noted my service would be shut off. A complete scam and textbook monopoly.

My checking account was over drawn by 144.00, my phone bill is 47.00 a month. Optimum is charging me for a phone that was traded in for a new phone. The remaing balance was put with the new phone bill I have now. Okay. That fix the bill for a couple of months now when I go look into my account they took my last out my checking account 144.00 saying I paid off a phone. I tried to explain to optimum that I dont have that phone it was traded in for the new phone I have. I e-mail them on the 4th of june 2022 like over 50 times. Call them like 50 times I cried told them that they took everything I have in my account and that I have children too feed. They did not care! I was told that my money would not be back into my account until the 25th almost a whole month inorder for me to receive my money back! its not right!

wires haning loose on side of house.

June 9, 2022 need service wire repair to attach wires to house again. Service is working inside, no need to come inside. 30 Baldwin Terr Fairfield, CT contact [protected]

Internet has been failing since April and now it is June 8th, 2022. There is a main line, that needs to be replaced, rusted and old. Which causes the signal, to reach its peak, but dropped so low that it disconnects everything. Optimum knows this, has known for several weeks, and it's still not fixing, or replacing defected line. They're not offering any discounts for being without service, it doesn't just affect me, it affects a number of people in the area. I deserve a discount off my bill, because I pay the full amount of $65.67 a month for no service. I plan on taking the next steps, and putting out a claim against optimum if I do not receive my discount.

My service started on 5/27/22. They didn't port my old phone number on that date. on the 05/30/22 I was told it would take 3 to 5 days to get my number. If you check my call log you can see I've been following and checking up. Not one person had the same answer or one that was of any help. I've been hung up on because I was upset. Then I was told there was an order yo port for 6/07/22. I called the night before and was told everything was on for the seventh and it would happen. Here it is the ninth and I still don't have my phone number. I've mentioned the third party verification severable times and was told it was done even though I didn't remember doing it. I did the third party verification today and was told verizon wouldn't release the number until 6/13/22. Now I was directed to call verizon by one of your staff to see the status of my number. If they tell me it's ready to go who do I call. A real phone number with people who can help me is what I need.

Cable was knocked down approximately just over a week ago. A very nice gentleman came out and rehung it but wrapped it around a tree and the limbs of my neighbor. Provided us a new router but didn’t know how to connect the land line. I fixed it. Another technician came out this past Friday and ran a new cable but didn’t do the actual connection. He left it coiled up across the street in the air for connection to the WRONG side of the house. He told us another technician would come on Sunday. Never happened. Well today the existing cable was yet again knocked down and cut. Was told a technician would be here today between 5:30 & 6:30. Never happened. Now I have an appointment for tomorrow June 7th between 11:00 & 2:00. As both my wife and I have to be in our respective offices. I am left to wonder what tomorrow will bring.

Good Afternoon

please reach me by email [protected]@gmail.com

I have called numerous times and for some reason my WIFI is hacked.

I have changed my password many times.

They brought over a new router and for some strange reason optimum has no record of the model.

I am out raged and angry regarding this matter.

When I call I get the run around and always ask for management who never calls back I have been with them for over 8 years.

This is disgusting and needs to be addressed.

I was promised a VISA gift card of $100 for upgrading to 300 speed internet service. If I made 3 consecutive payments on time. I was initially told to call in by May 6th to request my gift card.

I called in on May 5th and was told that a request had been submitted for my gift card and that it would be mailed out in the next few days. A couple of weeks passed, and I still had not received my $100 VISA gift card. I called in again asking about the gift card. As I had now made 4 or 5 payments on time

I was rudely informed that I did not qualify for the VISA gift card because I cancelled my order for TV service. I cancelled the request to ad TV PRIOR to upgrading to 300 speed internet service. Nor was adding TV a part of their Gift Card promotion. It was if you upgraded to 300 speed internet and if you made the next 3 payments on time you would receive the $100 Gift Card.

Then the representative had the audacity to claim that I had been told that I did not qualify on all previous phone calls. EXCUSE ME? If I had actually been told that. I would not have bothered calling in 4 times asking about my $100 VISA Gift Card. That was an outright LIE.

They are still running a similar promotion and nowhere on their promotion does it mention having to add TV to your subscription to qualify for a VISA Gift Card.

I went to the Optimum NY Hauppauge store to discontinue service on May 24, 2022. I brought back all the equipment and received a confirmation receipt along with a receipt noting that my disconnect date would be June 17, 2022. That was surprising because I am no longer using the service. So, I'm paying for almost a month's service for something I'm no longer using. I called and spoke with a sales rep that confirmed they cancel on the billing cycle and was giving me a run around that I found quite offensive. I told him that is not right and is basically stealing from a customer. I have never experienced a situation like this where I'm actually being "penalized" for ending a service. The resolution I would like to see is my not being responsible for paying this bill. Optimum should have cancelled my service as of 5/24/2022.

Dealing with Inadequate service for Over 2 Years with the Customer Service department who have constantly given me the run around on what my service interruption problems have been. Several times they have replaced my cable box stating it was a problem with the box - not the case. Another problem was, they sent out a repairman who broke my cable box on the side of the house and put a zip-tie on it. After some years and weather deteriorating the

equipment, my internet was constantly in and out, so they told me that it was because I needed to upgrade my service, which I did. That did not help. Now I'm paying more and the service is still bad. They have sent service repair men out several times, who were too lazy to do due diligence - finally this weekend (5/21 & 5/22) we received two repairmen who worked the problem and found the real solution - The Lines were bad and the faulty equipment in the box due to the weather beaten box. In the meantime, the office shut off my service and stated that there was an outage in my area which I found out that no one was out except me and the repairman stated there was good service going to my house it just needed to be turned on. With COVID everyone has to work from home, personally, I am homebound (disabled) so being without cable and TV was hard. And I have been working with issues of In & Out service for quite some time. Over the past 2 years, my cable and internet has been out more than in. I have been promised compensation several times on my bill, and have never seen a credit - Trust me, cable is not cheap. I have been making calls, and they have been hanging up on me or just hanging on the line not saying anything - I feel they need to train their customer service to be more customer focused, I am a very frustrated customer. I have been asking to speak with a Manager for a while which they have told me one will call in 2 hours, then 24 hours, than 48 hours, than hold on and they disconnect me.

I, Nancy Gembitsky, moved and disconnected all my services (internet, cable tv, and phone) effective May 9, 2022. at 2 Acorn Lane, Stony Brook, NY 11790 with phone number there as [protected].

I returned all equipment and received a receipt confirming.

However, they are charging me for the full month of services of $266.50 for the entire month of May.

Doesn't seem right as after 17 years as customer I am charged 22 more days of service when all has been disconnected.

I can be reached at:

3528 Vail Court, The Villages, FL 32163 and cell number [protected]

When upgrade was done the installer never completed the job just left.!

Spent 8 hours on 9 calls to get service to work needed another installer to finish up next day.

Tv service. Freezes up and need to restart system all the time, I was sent another technician who swapped the box and didn’t program it he left, spent 5hours on phone with phone technicians had another home visit next day, end result is still have same issue’s

If I was you don’t get this service it’s been approximately 5 weeks now…SUX