Optimum
Reviews and Complaints

I rented a 48 hour movie and fell asleep went to re watch it within the 48 hour period and a code come up (VID 40013) so tried calling optimum on numerous times and either got through to someone that was rude and barely understand what I said or their offices were closed because they are only open during certain times . I repeated myself over and over again. I asked his name and an ID number or a location. His name was Mohammad Mustafa no ID number or Location which was top secret very rude...I did speak to another man named Jordan ID#URB and was told because I did not report it within the 48 hours he could not help me very friendly. Your customer service has become a nightmare whenever there is a problem. I have had a two year ongoing problem with my wi-fi, myself and my neighbors have complained constant and still there is a problem...please really wish someone could help!

Hello, I pay for TV, Internet and Phone with Optimum and on the TV /Internet there is added fees which their billing department claims are forced on them by the government. In this "Regional Sports network Fee" of $10.47, "TV Broadcast Fee" of $9.99, Network Enhancement Fee of $3.50 for total of $23.96 added to the bill. As all of these "Fees" are imposed by the company and as they are mandatory to be paid, they should be built into the cost of the service and the cost of the service as advertised should reflect these charges - which they do not. When calling to complain the Optimum staff indicate they are "Government Imposed" charges, which they are not in reality - this is providing a false perception and obfuscating the real service cost to clients and should be stopped as a practice.

I was told when signing up with suddenlink in march of 2021 that i would get a $200 gift card after successfully paying 3 months worth of billing on time. I have reached out to suddenlink customer service multiple times in regards. they keep telling me card was mailed out on july 30, 2021 and that i should have gotten it by now. i then was given the card issuer phone number [protected] and left voicmails for a callback and have not gotten one. it is now august 25, 2021 and i still have not gotten it, and will be moving september 1st 2021 which will now more than likely dely the process even longer as i will be at a new address.

Optimum advertising new deals online for new customers. When you follow the order online and pay we got another deals and different price. Trying to call them to resolve the problem but no solution. Because is the only internet company in the area tenafly 07670

I called to cancel my internet service with Optimum due to its unreliable and intermittently disrupting internet connection, returned their router/modern via Fedex per their instruction, but two days later I received an email that states $180 to be charged by month end. When I logged in to my Optimum account, it won't allow me to see the details of the bill, saying only the primary user can view it. I called multiple Optimum customer service numbers that all led to the same place asking for my credit card or debit card to pay the final bill. Apparently, they cut me off from the regular customer service and left me no option but to pay the bill, which appears to be the money for unreturned equipment. This leaves me no option but to pay this fake bill, as I forgot to cancel the auto pay option. This is how Optimum is treating their customer, and very disappointing.

I had wires down. I called optimum. They said it would cost $80 if it was not theirs. After I called Verizon. They said of course we will send someone-free of charge. We just want you to be safe. I called Optimum back and asked for a supervisor. None ever called back.
I canceled service and went to Verizon. Spoke to someone at Optimum who said they would cancel my last bill because it was only 1 day over. Person never registered that and only took $14 off. Called again, asked for a supervisor to call back. None did. Called again-got a ticket number because they had no notes on any previous calls. They said a supervisor would call back. None did.
Called today - finally got a supervisor. They said it's too late to resolve, my account is in collections. Meanwhile I have been a customer for over 40 years and no one ever asked why did you cancel? I have been trying to resolve this since the end of June.
Terri Mckee
[protected]

Would like to file a complaint about my service being interrupted. 5 times optimum was called and came to my house 562 Center Chicot Ave. [protected]. I had no service both TV and internet the weekend of July 16-18. I could not work from my PC. And 4times afterward Optimum service had to be contacted. I called today 8/12 for a reimbursement because of interruption of services and they offered only $35 on a $211 bill. Disgraceful, I deserve $105 reimbursement for the time that I spent with no TV or internet. My kids couldn't use there iPads, especially my special needs child. I am very disappointed with this outcome. You can do better than $35.

We went on vacation and made sure ALL bills were paid or schaduled for payment. We scheduled an online payment to Optimum and got the confirmation that it was scheduled. We came back from vacation and had 3 mailings stating late payment, past due, due now. When i checked online payment activity, the error was on Optimums part and we were chanrged late fees. Why would you do that for an error on your systems part and why would you not contact the customer rather than send nasty mailings and charge late fees. Ever since Altice took over Optimum, service has been horrible and since cable companies like to monopolize the areas and industry, they do not make it weasy to change. Horrible company AlticeOptimum.

After having a lot of trouble with slow speed on my internet, my computer technician told me I should call Optimum because I'm not receiving the service I'm paying for. I called numerous times only to be told there is a long wait and I should either try chatting online or they can call me back. I tried the call back option about 4 times. Each time they were exceptionally ignorant, hard to understand with foreign accents, painstakingly slow and repetitive, and not helpful about getting a supervisor. After hours of waiting on holds and trying to explain the issue, I finally tried the chat option with someone named Patricia O. This took a few hours as well, and left me back at square one. And she, too, couldn't connect me with a supervisor!
They finally advised me to upgrade to the $24.95 per month option so I can receive 10 mbps instead of the Altice Advantage option for $14.99 a month.
We already pay $39 per month. That means they also owe us money for the months they haven't upgraded us.
I asked Patricia to please correct the problem and match our plan to our payments. She told me I would need to call another branch for that.
What kind of company is this? So many people rely on them, and they're customer service isn't capable of basic communication and simple corrections? If anything can be done to resolve this you will be helping many, many people. Thank you for your time and service.

My telephond at home was not working . I had an error on my phone stating " check Tel Line". I called optimum after so much trouble shoot and attempts they Schedule a technician to my home.
The Technician arrived on the morning of Friday. July 23rd . He checked the phone line and the electrical panel. Finally he told me it may be a problem with the phone line but optimum no longer trouble shoot phone lines and everything is now remote. He suggested I will have to call an electrician or I can plug my main phone into a moderm which I have . I got a bill for 80 dollars stating the Technician claims he did some wiring which is not true. He did nothing, no wiring. I cannot pay for service that was not rendered to me. This not right and I will like a through investigation and the service fee credited back to me . Thank you
Gloria

Hi I am a Optimum/cablevision customer for 20plus years. I have lived in two residences. I currently live 36 Woodland Ave Manorville ny 11949. Sometime the week of 7/12/21 optimum was on my block adding new lines for homes that were newly built on my block. I am the first house on block and walked over to one of the workers because I had been experiencing a lot of loss with internet and asked if it was do to them working on lines. He assured me that it was and suggested that I call to upgrade to fiber optics that are now being offered. I was very excited and immediately called for an appointment. I was able to get one for 7/19/21 between 8a-11am.

Around 930am the technician called me to advise that he is running late due to a flat tire and would still be by. I completely understood and said no problem.

Around 130pm I called cable again because still no update. They assured me that it has been updated to 630pm. I said they still come that late they assured me yes. Well noone came and no call to advise.

Next day I called at 8am lodged complaint well where do I begin...first of all the call center has no clue what they are doing and do not know how to communicate. They are constantly putting you on hold and you basically get a run around answer. I wanted cable to do the right thing and promise me an immediate appointment and the customer service rep was giving me a two week appointment with an unaccommodating time. I said I want to speak with a supervisor and was told there were none there?I cant believe you have a call center running with no supervisors at time of open?He assured me someone would call me back in two hours noone did. I called back got the same agent and he says I told you 2-4 hours..I wait again no call back.

I go home because in the meantime since monday my cable was suspended because they were going to upgrade my service. I stayed one hour on the phone with an agent who was very pleasant to deal with and I just said please reinstate my cable I do not want upgrade.

Today three days later(7/22/21) I get a call from a supervisor who says how can we help and proceeds to put me on hold 4 times for whatever reason because at this point he is not offering me anything. I get frustrated and say I do not want anything from you I am going to cancel my service and let everyone I know that optimum is not a company anyone wants to deal with.

I dont expect anyone to respond to this email but in the event someone does read this you really need to start out sourcing your call center and start to use customer service. Your service is not cheap.

Thank you
Anna Guardi [protected]

On March 6th, the cable service to the house went out. The technician came on the 7th and said the drop wire needed to be replace from the pole. On June 6th, the cable service went out again. Calls were place and they said there was an outage, but the neighbors had service. On the 7th we called and an appt was made for 6/8. The cable wire was not grounded properly and was pieced together and not changed as it was explained on 3/7. The cable wire over-heated and damaged the vinyl siding on the house. We have called more than 30 times to get someone to inspect the damage. An escalated ticket was created on 6/12 and we were told to expect a call within a week. We are still waiting 4 weeks later. There is never a supervisor on call to speak with. My mother is 80 years old and was told by 2 electricians she is lucky the house did not burn down. Optimum does not seem to care. She just wants her house repaired.

I stopped my cable service and requested internet only. I was steered to fiber optic and agreed. My service worked for two days then service stopped 9n 9ne television. O called tech support and s tech came the next day. He stated the problem was my modem wasn't registered in the "back office". I am still waiting for it to be registered, 2 days later. After numerous calls all I have been told is that it is being escalated, and they hope to have it fixed within 24 hours. I have made about 20 calls to rectify this. Still without my Internet. Looking seriously at FiOS. James Heastie.

On Tuesday, July 12, in response to my request, a repairman was sent to repair a broken phone jack. When he arrived, immediately upon entering the apartment, he was verbally abusive and towards my 93 year old, handicapped mother, claiming the phone jack was from "verizon" and after further shouting and aggressive outbursts, he left claiming nothing could be done.
Please advise.

I signed up with Optimum in July 2020 for Internet and phone service.

From the start: Internet and phone service went down once, twice a day
or every second day.

Technicians came to my house 3 times. Modem was replaced twice,
all cables (lines) were checked.
I was told to unplug cable to the modem for a few minutes and plug
cable back into the modem - everything would be working again.
I was also told, technicians would do exactly the same thing, if they
have to come to the house again.

I have lived with this problem - unplugging cable from modem and
plugging cable in again for a year now -

international phone calls were interrupted a few times
zoom lessons were interrupted when internet went down and my
daughter in Salt Lake City had to take over teaching via zoom.

How can I go on like this? I am seriously considering signing up again
with Frontier, whose MBPS is unfortunately still a little to low.

Looking forward to hearing back from you very soon!

Sincerely,

Marianne Diekmann

My phone No: [protected]
Address: 38 Chasmars Pond Rd.
Darien, Ct. 06820

I am complaining about optimum placing an antenna over my house and back porch at 1146 E. 223 Street, Bronx, NY 10466. I am not the customer and the house who is the customer my next door neighbor at 1144 E. 223 St. should have the antenna over their house, not mine. I called 6 days ago and spoke with an representative named SAM I called [protected], I told him the problem and he placed me on hold while he spoke with a manager. He came back and said the manager contacted the sub contractors and they would remove the antenna in 5 to 7 business days. I told them I would call back in 5 business days to confirm. When I called back today which is day 6, at the same number at around 7:oopm, which was a call back to [protected]. That woman told me an entirely different story saying I had to tell the person of that house to contact optimum, and that I could not speak with a manager and then she refused to give me her name. She refused to listen to what I was previously told, she refused to address my problem to a manager. It was clear to her that I was going to make a complaint about her because she was being very difficult intentionally. Which is clear when she refused to give me her name, saying I was not a customer so she can't give me her name. Although they give their names when they pick up the call. So when I asked her to repeat her name she knew I was going to complain about her and refused to repeat her name. Now it is not my job to contact any person at their house and tell them they have to contact optimum. I complain to optimum and it is optimums responsibility to contact that customer and let them know their antenna has to be removed. That's not my job to fix optimum's mistake! Which is what that stupid woman was telling me. She kept saying she can't give me information about a customer's account. I kept telling her I don't want information about anyone's account I want optimum to remove an antenna from over my house. All optimum needs is the address let optimum contact their customer. So I don't know if I was given a bunch of [censored] when I called and talked to SAM or if this woman was just being uncooperative and I think she was intentionally being a [censored] otherwise she would have addressed the problem to a manage and given me her name. She also said I can't speak to a manager because I was not a customer. What sense does that make, I should be able to speak to a manager about her if I don't think she is being helpful or truthful. She doesn't have the right to tell me I can't speak with a manager because I'm not a customer. She didn't want me to speak to a manager because she knew she was not being professional by telling me I can't have my problem addressed by a manager or she is required to give me her name and refused. Check the time on Friday around 7pm, a call back number to [protected], so you can tract who that [censored] was. I'm sorry to have to curse, but I did not tell optimum to include me in their business and now I have to be annoyed and waste my time dealing with difficult representative trying to get the problem fixed. Optimum involved me in their business with no permission, and I have every right to speak to a manager to resolve it if the representative is telling me a bunch of [censored]. And she knows that otherwise she would have given me her name if she thought she was telling me the correct thing. She obviously wanted to give me a hard time. A lot of times west Indian women don't like black american women, and like to give them a hard time in business matters. I could not have been nicer until she pissed me off when it was clear to me she was not being truthful and that was backed up by her refusing to involve a manager or give her name.
I AM FILING A COMPLAINT WITH THE FCC, IT IS NOT MY RESPONSIBILITY TO GO TO ANYONE'S HOUSE AND TELL THEM TO CONTACT OPTIMUM. IT IS OPTIMUM'S RESPONSIBILITY TO CONTACT THEIR CUSTOMERS AND CORRECT THEIR MISTAKES.

We had only TV with Optimum Online. We decided to move Phone and internet to Optimum as well. So on June, 18 technician came and connect internet. We asked to port out phone number [protected] to Optimum because my mothers is 90 years old and all her medical institutes call her only on [protected]. So i called and ask her phone to be ported from Version to Optimum. Optimum representative created ticket and told us it takes no more than 3 business days. Since June, 18 my mother phone is not working. She is not able to call and calls doesn't go trough. We created already 4 tickets and every time Rep told us no worry we are going to make your phone working but this is only empty promises.

My mom is living by herself and now crying all the time. What if Emergency happens?

We need to solve the issue ASAP