Optimum
Reviews and Complaints

This is the THIRD time I will need to call Optimum to contact optimum because I still can't access my email on my computer. I can open up by bill but can't get emails. I've tried three different web browsers and two different computers. I can get my emails on my phone but this is not convenient for answering business emails etc. or the manner in which I want to answer some of my emails. When they contact you, they send you an email, which I can't read on my computer, or by phone. They leave a number to contact but if you are not prepared with pen and paper in hand, they go so quickly, don't repeat the number and there is no way to repeat the message. All in all, I don't really think they want my business any longer. Also each time I call it generates a NEW ticker number! Do they even know of the existing ticket numbers and continued problems that exist?

This is an ongoing problem. I have contacted Optimum twice. They have issued a repair tickets twice within 4 days and nothing has been resolved. I can sign into the optimum web site but my emails do not load. I have tried Google Chrome, Firefox, and Microsoft Edge. I've cleared my cache, checked for viruses and errors on the system. My BRAND NEW Computer is clean. The same issue also occurs on my old computer. I've been told AGAIN I will be contacted within 48 to 72 hours. That means it will be about 1 week without access to any emails!
The only reason that I am still with Optimum is due to the inertia of migrating my emails Optimum to another site. That will no longer be an issue when I can access my emails once again. I will also be switching to another provider all together. I hear there is a new fiberoptic cable in my neighborhood by a competitor. the $300+ I pay each month for Optimum is a waste of money.

Optimum - Technical Service
Since Monday, Nov. 29 2021 I am trying to have Optimum disconnect internet service from my house. Numerous calls with customer service reps. and tech - 11/29, 12/01, 12/3, 12/7, 12/10 about disconnection of the service. Only what we had back are promotional calls from Optimum about better price. I do not want to have Optimum service as I mentioned this on my first call to Optimum. Looks like Optimum is trying to postpone our disconnection in order to charge me for another month. I stopped using Optimum service since 11/29 as we have different internet provider. I was scheduled for the disconnection on 12/08 and when I called to check on my status I still did not have a reliable response. I am not sure what should be done in order to disconnect my internet service. I have my own router and I disconnected this router on 11/29/2021.
Sincerely,
Yevgeny Gorodnitsky

Since Monday, Nov. 29 I am trying to have Optimum fix our prime cable box (Altice)- we cannot watch any TV through it.
Online chat-session, numerous calls with customer service reps. and tech. service reps, three service calls to our home - the third is tomorrow Dec. 03.
Time wasted almost a whole week, waiting and making calls. I had to cancel numerous personal appointments .
Apparently it is "just" an issue of registering the box on our account, which was not done properly at the time of installation.
I had, so far, four days of canceled personal appointments and plenty of wait time at home.
Is there a way to escalate this service issue within Optimum and either get this box working or get a new box.
I see from other complaints on this Board that some compensation was given be Optimum. How do I go about that?

My mentally disabled brother lives in NJ. One day a man named Gregory Klein came to his door and said he'd been trying to reach my brother, that he needed a modem and a router to "make his cable better." So my brother agreed, and on a subsequent day a technician came to install the router & modem. My brother has no devices to use internet - no iphone, no ipad, no computer! This man lied to my brother about the service he was getting. When my brother saw his next cable bill, he was upset to see he was getting wifi. I ended up having to spend time calling Optimum to cancel this service and then my husband had to spend more time returning the modem and router. This whole situation caused my brother anxiety and distress. This man Klein should be reprimanded for this action. There were 5 or 6 other residents of my brother's apt. building who also got this service; I have no idea if they knew what they were getting either. Many are elderly and disabled.

One month, four cable boxes, endless jabber on the pre recorded "service" line, enter 900 on your remote to help fix the problem...really? The box isn't working! Reboot by me, by three non English speaking reps and right back to square one... At one point the rep said it's probably the wiring...all was replaced and or checked. Then they said, "it may be the wire from the pole to the house". Really then wouldn't my other box not function? I worked for a large utility (telephone) for 40 years, I am not stupid. I was so incensed that after giving up, magically my TV started working...for about 4 hours. Seems all they want is to get a tech to your home and charge you $80.00...do not accept this. Ask for a credit, tell them to give you the number for DISH TV anything to make them wake up!

I had an issue with my internet service last year. Optimum took three service calls to finally fix the problem. The reran a new cable from the street to my house, and left the cable ran across my lawn; exposed. The tech stated the issue was rerouted to OSP to bury the new cable. I followed up again a few times, and they said OSP will come out and bury the cable. Optimum never came...finally I just gave up. Since Altice took over, all they care about is getting paid.
If you are late with your payment, they are quick to suspend your service. In regards to providing quality service or any kind of decent service, they don't care.
Few people, landscapers, neighbors, etc. have tripped on the cable, and nearly hurt themselves. They threatened to sue, if I optimum doesn't get it fixed.

Since the change in how Emails are displayed and features not working.

I am now unable to create an email and select or copy a group.
I am also unable to forward emails to a group.

The issue was escalated to your technical department who initially told me this would be f ixed shortly.

A few weeks later I find out you have no intention of fixing it

what in the world is going on with the guide and dvr search? it is completely screwed up. either it says "no data", if your lucky it will only search a few days in advance, you can only check your dvr "scheduled" programs only a few days in advance, you put in a subject like "wrestling" to the search bar, you only get a spanish luche libre on a 4 digit oddbal channel (theres monday nite raw wwe, smackdown prime shows that dont show up)
i refuse to call and complain, its useless, they will tell you to either exchange your box, or theres maintenance being performed or whatever. this is ridiculous. the guide the other day had "no data" throuout every channel every day!

Customer: Dawn Burke
Company: Optimum, Altice

Address House 1: 28 13th Avenue, Seaside Park, NJ 07867 Apt Front
Account Number: [protected]

Address House 2: 28 13th Avenue, Seaside Park, NJ 07867 Apt Front
Account Number: [protected]

Complaint: I was told by salesperson I would be eligible for two gift cards at $100. each in a few months after I paid my bills on time.

I discoutinued my service in late September for one home and late Octover for the other as these are summer homes.

I contacted Optimum and asked about the gift cards.

1st call October 2021: We sent them to you. I did not get them. Call Altice Gift Card Customer Service at [protected] to ask. I call the number and it says to leave your name and number for a call back. I did not get callback.

2nd early November 2021: I work with a great customer service agent who reviews my account in great detail. He says did everything correct and you are eligible. Call that number back and if you get a voice mail, leave a message and give them some time. I call the same Altice Gift Card line as indicated above but this time it says "Mail Box Full" can't leave a message.

3rd, 4th and 5th calls: to the Altice Gift Card line and each time the "Mail Box Full" and you can't leave a message.

I opened two new Optiumum Accounts in May of 2021. I was told by the salesperson I would get $100. gift card for each of the two homes. So this would offset the cost of installation.

Approximately Oct 1st, the email GUI and features I was using for my Optimum email disappeared and after 1-2 weeks, it was replaced by a much inferior version.

I have called Optimum Support several time and am told every time that Optimum is working to make the new system better, to improve it. I am never given any specifics about what the improvements will be and when they will happen.

The last time I called, the support operator was condescending to me and basically told me I should be happy with what I've got and the general knowledge that improvements will come sometime in the future, who knows when!

I have been an Optimum customer for over 30 years but am now thinking of switching because it seems I'm not valued.

If you want more info, contact me
Ron Chalmers
[protected]
[protected]@optonline.net

I called on Oct 9 2020 to state that one of my boxes stopped working. They tried to help me over the phone, but it did not work. I was told due to COVID they could not come to the house and I needed to pick up a new box. I did exactly that. they told me not to worry about the box that isn't working. 11 months later I realized that I was being charged 11.00 per month for a box that was not in use. On Oct 9, 2021, I returned the box to the Greenwood Lake, NY office. I stated that I would like a refund of 121.00 because they overcharged me each month. This went on for weeks with no person returning my calls. I then was told that I owed 366.50 for a box I did not break. I asked to speak with a supervisor on 5 separate occasions and still, nothing. Today they suspended my service because I refuse to pay for a box I did not break. I ask for the report on what was wrong with the box to show what was actually wrong with it and I never received that information. I am disgusted with the customer service and the run around I have had to endure for the past 2 1/2 months. Now without internet I had to cancel my college class that I teach online. this is totally unacceptable. I have spent at least 10 hours dealing with this and I have still not received a call.
Thank you
Gerri Smith
account number [protected]

We had a appointment today between the hours of 8:00am -11:00am and no one came, when I called they told me that service changed it to between 8:00am - 7:00pm. My wife and I changed our appointments and work hours as well as rescheduling a medical appointment to 3:30pm which I had to cancel do to your company not coming between 8-11 am. Who is responsible for our hours lost? This is completely unacceptable we have been good customers for over 15 years as you can tell from our account nobody cared to tell us anything or inform us of anything your company just chose to make the decision on it's own how does that happen in a company your size?

Denise Doucette-Ginise
Frank Ginise
331 Meadowside Road
Milford, Ct. 06460
[protected]
[protected]@optonline.net
[protected]@gmail.com

No rebate, no offer of such or full explanation for compromised service: am unable inexplicably and rather suddenly to send emails from my longstanding account of 17 years. Calling customer service yielded a very unsatisfactory response 'we have some outages in your area.' But my issue has been going on for weeks now. When I asked the rep if Optimum even communicated with customers to acknowledge this, I was told they addressed junk emails returning back into in boxes earlier in October and some form of notification which the rep could not see the specifics of was sent in April...so effectively, no explanation, and yet their issues are ongoing and have disrupted and compromised service for numerous customers paying full price. When I asked to speak with a manager who might have a better understanding of my issue, I got transferred to a recorded message that disconnected me...where are you CT ATTY GENERAL? This company is behaving FRAUDULENTLY.

I have been dealing with on and off outages since September 6th. it started when we had the storm. My services was not disturbed however my neighbors was, when his technician came to repair his line they disconnected my line to fix his and they did not connect me back I had to take a few days off due to not having Wi-Fi and I work from home. then they came and temporary connected me then this past week on Thursday another neighbor had issues the technician came and disconnected me again and left me with out service. both times that i was disconnected i was told that i would have to set up appointment to get reconnected. then when the technician came in on Friday I was told that the work could not be done due to that a bucket truck is needed in order for them to give me permanent connection. i lost work on Friday due to no Wi-Fi connection. A technician came on 11/9/21 and he tried the same thing and i was told that a bucket truck was needed to correct my situation. I don't understand how can so many people get this wrong when I spoke to a supervisor prior to my appointment i told him that a bucket truck was needed to complete this work and give me a permanent fix he promised me that it was going to get done. Now I'm still stuck with out a fix I am loosing money because I work remotely. I am also a disabled vet that sufferers from extreme anxiety and PTSD and because I now have to find my way and travel into the office for work my phycologist has to up my medication in order to calm down my high anxiety and PTSD. I have been trying to get ahold of the escalation department and all I keep getting is the run around. I don't understand I have been a loyal customers for years. I am extremely disappointed in the service. I will also be notifying the BBB due to the lack of service provided.

I had purchased service for Internet and television on October 18. Technician 713 showed up to my house to install both services. After he ran the co-axle cable from the telephone pole to my house and drilled the whole set up the modem in the basement left it hanging from the wall and called a job complete. Proceeded to tell me that somebody would show up to finish running the router and give me my television box like I was supposed to have. Come to find out that he canceled my television service after I had went to the optimum walk-in center in West Nyack where they had no answer for me. I was told that somebody from the subcontractors installation team would contact me regarding the service issue. Nobody ever got back to me so again I had to contact autumn sales and purchase the television plan again To be installed on Tuesday November 9 between 8-11am. After waiting at my house during the allotted time stamp at 12:30 in the afternoon I received an email work order confirmation of the job complete. Technician 713 never came to my house never knocked on my door and signed himself in at 10:09 AM and signed himself out at 10:23 AM stating that he had completed the change of service for my house, where in fact he never even showed up. Again had to stop my day to go to the optimum walk-in center to try and find an answer where again they had no answer for me. After about 20 minutes going back-and-forth with the "manager "they send an actual optimum tech to finish the job. I cannot stress to you how incredibly unprofessional technician 713 has been. To stop a job halfway through leave the modem hanging on my basement wall without even filling the gap that he drilled into the side of my foundation. Then to proceed to have to come back to the job to finish what he had mistaken and then to not even come inside to do the job but then market as complete. Had I not cared to look at my email or perhaps if maybe I was an elderly man I would have no idea what was going on. This man is a joke and is taking full responsibility of any and all responsibilities he thinks he has. His technician license should be revoked.

Hi,

I am extremely frustrated with my service with optimum. I am a new customer, I originally requested a self-install, but called to confirm my service went through (because I did not receive a confirmation email). The representative stated it was faster to have a technician, so I had a service appointment made for 10/30/21. The technician never came or rang my bell. I called optimum, they stated the technician called the wrong number. They stated that someone would be there 10/30/21, then the office called and stated no one could come. I rescheduled for 11/5/21, but then chatted with customer service and asked for the modem to be mailed. I have waited a week for this modem that was promised for delivery for 1-3 business days. I spent over an hour talking to customer service on 10/30/21 and have spent 1.5 hours talking to them on 11/5/21. I spoke with customer service who sent me to sales who sent me back to customer service who sent me back to sales who sent me back to customer service. Each person had a different and conflicting answer. Finally I was able to schedule service for 11/7/21, but I had to rearrange plans because the representative told me the item cannot be shipped to me. I don't know why this wasn't told to me a week ago when they told me it would be sent to me. This has been truly one of the worst experiences dealing with a service as a new customer.

Respectfully,
Anna Lombardo