Optimum
Reviews and Complaints

This is in regards to the latest Optimum bill my father-in-law received due 6/30/21. His name is Leonard Bellacicco, 845-691-6519, and an optimun customer for 40yrs. I was asked to inquire why the latest bill shows a credit of only $22.50 when all other previous bills show a $42.50 credit. I called and spoke to Nyla on 6/28 @4:10pm and was told that promotion was no longer valid. I asked if anything can be done to reinstate the credit. Leonard is 95yrs old and a veteran of WW2 on a fixed income. I was told there was nothing she can do to help and asked to speak to a supervisor. She said her supervisor was out to lunch at 4:10pm?
I said ok, can I speak to any supervisor and that is when she started repeating the same "that promotion is no longer in effect" over and over again. Even when I asked if there was anyone that could help the same line she used, out to lunch, etc. I know these calls are recorded so I ask someone please listen to it and determine if my request for a 95yo WW2 vet and a 40yr customer on a fixed income, why the additional $20 credit cannot be reapplied? Please contact me Leonard Centonze, 691-6519.
[protected]@aol.com Thank you

Dear NYS Utilities Commission

Optimium has not upgraded or improved my lines in the four years I have resided at my building 87 Franklin Avenue. They have misrepresented the facts and to the utilities commission.

I have paid for a bundled phone service but only recently was upgraded with a line to actually use the landline I have been paying for for over four years.

I have been unable to get cable in my living room, the excuse is the signal is too weak. The pole is on my neighbors adjoining property and is falling down, leaning against a neighbors property/building. The line will come down when the neighbor begins construction this summer. My online work will be jeopardized by not having access to the internet to perform my work duties. Optimum has said the neighbor should inform them. The neighbor will do their construction the lines will come down I will likely be without service for weeks; jeopardizing my income and work responsibilities.

I have complained about the pole and the repair for over 4 years now. I send an email to the NY utilities commission, you then intern send a letter to Optimium. Optimum passes the buck and says it is Verizon's responsibility to maintain the poles. Verizon indicates that it is a private pole - not one of theirs.

If this is a private pole on my neighbors property, and that neighbor has jurisdiction over the pole; then should they not be charging optimum or Verizon a fee to be using that fee.

VERIZON and OPTIMUM have not taken responsibility for the pole - FOUR YEARS - I am still waiting. I have marginal service because they cannot update the lines.

Lastly I get three or four pieces of junk mail from Optimum each and every month; however getting a bill seems to be challenge for them and the US post office. I understand this as the mail likely looks like junk mail that we are inundated with by this company.

This is a rotten uncompany that passes the buck, inundates us with junk mail, charges us inexorpiennt fees, through bundled services. Apparently I have no rights to receive the bundle services such as phone line for over 4 years; and if I want to pay for separate non-bundled fees, they figure out a system to make 2 or the 3 individual services (internet and basic cable) more expensive than the cable.

At this point, I did not receive a bill for one month and they now say I have lost my promotional rate of $270 a month ( that is my promotional rate). I will seek out other services (Direct TV) as I don't want my credit report damages- because I did not receive one bill for the month. I don't want to pay an escalated rate and fee -because I did not receive a bill for month.

Customers need an alternative to Optimum it is monopoly that is charging us high rates, inundating us with junk mail, not providing us with consistent printed bills (it is the postal system, ) and has not fair practices but penalizes us for other a crappy mail system.

My history indicates I likely have missed a bill one in 4 years, likely because of mail bills delivered to a nieighbor, or leftoutside my apartment- rather than but in the mailbox. I continue to be penalized by this company.

Please do an investigation as to why the utllity pole and service has not been updated at 87 Franklin Avenue for the last 4 years, despite numerous requests.

Should I hire a lawyer and file a lawsuit against the optimum; they have not made the repair or upgraded my service; this has been an ongoing request for 4 years.

At this point I do not see the NY utilities commission as aiding or assisting the issue as each time it happens you send letter to Optimum, optimum passes the buck to Verizon, vVrizon says it is a private pole and I remain without a strong signal and the abilityy to add a line to my living room. Nothing happens, except Optimium continues to collect $270 a month from me for subpar service.

This is not fair and not right. Please let me know next steps. Should I contact my city council person, is there an advocate in NYC, should I contact t my congressional representative. THIS IS NOT RIGHT, NOT FAIR, and if I dig further I imagine I will find ways in which this is not legal. I have consumer ights to have access to services which have been denied for over 4.5 years.

Thank you

David R Burke
87 Franklin
Brooklyn, NY 11205

I spoke to a representative on 4/15/21 who assured me that my account would be credited $24.08 on my May bill. That never happened. I reported lost services on 3/10/21 to 3/15/21 and was told on 3/16/21 that $40.00 would be credited on my May bill. That never happened. Your customer services is very bad. Every since Cablevision went to Optimum to Altice, extremely poor customer services and outrageous high fees for repeated movies. You ought to be ashamed for ripping people off. Every month I have to spend my time on the phone, providing I get someone, and no results!

Her service was downgraded erroneously and she was told on June 8, 2021 by Optimum associate Ahmed that if she paid $149.60 her service would be upgraded back, within 24 hours, to the original package that she contracted for. She made the payment of $149.60 on June 8, 2021 but her service was not upgraded within the 24 hours as she was told it would be. It still has not been upgraded as of June 11, 2021. Optimum claims that she had a past due amount which she attempted to pay but due to a Optimum system glitch, unbeknownst to her, the payment did not go through nor did Optimum notify her that it did not go through but Optimum still downgraded her plan.
You may contact Attorney Troy S. Griffith, attorney for Maxine Cunningham, at 646.260.6328 or by email at [protected]@aol.com.

I am an existing Optimum Customer. I placed an order to upgrade (7) new Altice Cable TV boxes. The technician arrived today 6/8/2021 3 hours late - when he arrived he said we should not upgrade the boxes because the new Altice boxes do not work well and the company will be sending out new upgraded boxes for free next month. I told him I want the new Altice boxes I ordered because we want to use the microphone feature. He barely spoke English and was not happy to do the replacements. At 5:00 pm EST, he stated one of the boxes was broken and would be back in 10 minutes. That was over an hour ago. Now we have no working TV's and he crashed our internet. I could just scream! I spent 25 minutes on your horrible automated phone system only to be connected to someone who could not find which technician was dispatched to my house today or when he is coming back, he stated the best he could do was to have a supervisor call me back in 24- 48 hours. Your service sucks!

It has become obvious to me that your customer service does not exist. I was run around four times, put on hold for over 20 minutes. When I did speak to someone they could not transfer my call to tech support directly or provide a number to that support.
I am moving and need to find a way to download my emails to a file that I can take with me.
Before Service Electric sold to Optimum, I used to call a tech support number and they would connect me with a technician that helped with the issue.
Optimum support couldn't even give me a number to call for.

I work for AT&T for 35 years and if we provided the tech support you provide, I would be fired. Nobody owns the problem. Seems I do not have the account because your automated menu says it is not correct? I put in the account number on my bill? My phone on the account is [protected], 20 Fieldstone Trl, Sparta, NJ 07871.

Whatever country I am connected to they have no clue as to what customer support is all about. This is probably to the lack customer support knowledge on the part of the instructor giving them instruction.

We've used Optimum for telephone, internet, cable TV for over 20 years at our current address. In early April 2021, the cable television service stopped working throughout the house. Internet and phone were unaffected. When we called to complain, customer service advised that our television service had been placed on a seasonal hiatus and that we must have requested this. We never asked for a hiatus, seasonal or otherwise. After two more hours-long telephone calls and a lengthy "chat" interaction, the cable television service was finally fully restored, but it took a week. A series of incomprehensible emails from Optimum followed describing my service "requested changes" followed by a bill showing a $54.00 increase over the prior month. After yet another call, customer service advised that in restoring the television service, we were switched from "Optimum TV" to "Optimum Core" and that in so doing the computer had removed a $61.00 promotion that I carried on my original package. They advised that they could not adjust the bill, nor could the $61.00 promotion be restored on future bills if no longer available.

I suspect that this was done intentionally to move a longstanding customer to a more expensive package

robbing my bank account and not returning phone calls for 5 months and still doing nothing keeps saying a manager will call back!

i have been an optimum customer for a few years and was having problems with internet dropping and speed we upgraded to a higher speed for an extra monthly charge and just replaced the router and internet is still dropping when we called i was told that we should just purchase our own router because there is nothing that they can do. I love how they can charge for extra speed that they can not possibly provide My son has missed 3 days of school work due to this

0n 4/19/2021 I called Optimum in the morning because my internet was so slow, the first agent that my call was routed to actually asked me "What I ate for breakfast, " when I told him that was a very strange thing to ask a person, he said, "So I can enjoy it with you." Seriously, is this guy actually trying to flirt with me? HOW UNPROFESSIONAL! YUCK.

Later, I went to the Optimum store located in Bethpage, NY and picked up a new high speed modem /Altise bundle. The modem was added to my account and all I needed to do was call Billing and activate my modem. I called when I got home and I was connected to a lady who I could not understand. She could not find my modem then could not activate it. I could not understand her and worked back and forth for about 4 hours. By 5:30 I called again and got someone from a calling center in Dominican Republic. He told my husband and I he could not find my modem. Then when I read the modem MAC # back to him he had the number incorrect. When he read back to me the correct number he told me that my modem was applied to another account, he could not tell me who made the error, and that since my modem was applied to someone else, he could not help me, told me I would have to wait 2 days for a physical technician to come to my house. I said everything has a digital footprint, how is it you can't tell me who applied my modem to another account? I demanded a supervisor. The agent said he was escalating the call and would MUTE his phone, he kept us on hold, for another 15 minutes, I asked what is taking so long, and he said it takes time to call the U.S. and get a response back. He put us back on hold and muted his phone. Then he just hung up on us. We were on the phone with him for about 45 minutes. I have received poor service from Optimum Customer service before - but this is a WHOLE other level of TERRIBLE!

We called back and got another person, and he was finally able to help us last night. We told the agent what happened and he was in shock.

As we need a connection to the office, we requested an internet speed upgrade. The speed was upgraded but the modem did not support this speed. While we already pay for a high speed, we were waiting a new modem. The technician came to the house and gave us combined modem/router. It took us few days with our IT specialist (paid by us) to understand that a combined modem blocked VPN connection. After a lengthy discussion with Optimum, we were advised to buy our own modem and use an existing router. It took a few days to arrive and now the optimum does not see our router. Again we are not able to use VPN. When we try to go to router settings, we got a message "Sorry, we're having trouble accessing your router settings".
For 3 days I was promised by optimum to correct this error, as I was assured that the error is Optimum's but still no answer. Moreover, the reps hung up on me. I am not able to work and need to look for a different provider.

Acct 07844 190962 03 2 I received a late charge on Jan 17, 2021 and called Optimum and a recording said a ten dollar late charge would be removed as a courtesy. They never removed it and now are adding to that late charge. When I call it sounds like I am talking to people from another country and they do not understand the language.

I moved my father to assisted living called optimum to move service all good got appointment right way, but when they moved service forgot to move phone. I called they said trouble shooting would take 24 hours - nothing called again same thing and again nothing. 5 days later called again now they tell me sorry phone was never ported Over oops . Now want me to wait about week for a technician. Over the 1 1/2 on phone being transfer at least 7 time has to yell same story 7 times to the most horrible customer service department mocking me at one point. My father is 83 years old needs the phone immediately and they have the never to tell me to calm down. Do your job u are being paid for get the service fixed you screwed up begin with.

I started with Optimum on March 19th and 10 days later no resolution. i have been calling everyday and messaging as well. I am told each and everyday it will be fixed. 4 hours, then 2 hours then 1 hour. It is totally unacceptable. I have been a loyal customer for over 20 years and feel it may be time to move on. They also state they will call me back. Never do. It is the same crap everyday. I am so so frustrated and mad. I pay alot of money each month and I feel after all of this I need some type of compensation on my bill. The main thing is to get my problem fixed. It wasnt escalated right away which they said they did. Ticket number [protected]. Problem is replying to a certaiin domain. soldiersangels.org . They cant repl to me either. This is a very important organization I work with. All volunteer work for soldiers, veterans etc.

On 3/14/21 I lost internet and cable services. On 3/16/21, an optimum contractor came to fix situation. I told him the panel is on the side of house and I went inside. Within minutes, there were mini explosions (power surges) coming from television, or router or light fixtures. It happened so quickly. I ran outside and the contractor was holding the green ground wire saying something about a short. When he left, I had no heat, unable to turn the television on to hook up DVD, no internet, no refrigerator.
We had no previous indicators of a power surge prior to the optimum contractor came.
The next day, the optimum team captain came and fixed the cable but could not fix the internet because of destroyed router.

Two months ago I went to return my equipment and cancel service as I switched to FIOS. I was told that I could wait for an hour at the Optimum store or I could return the equipment back using a mailing label available from their web site and include a copy of my last bill. I opted to do the latter. I wrote "Cancel" on the bill. However, two months on I still was getting billed for services I did not use! When I called the New Jersey Customer Service phone number I was told that I HAVE TO CALL THE "Retention Department" IN ORDER TO CANCEL MY SERVICE. I did so and got to listen to an attempt to retain me as a customer for 10 minutes before the representative would cancel my service. They would NOT waive the fees previously billed. I think this practice is very poor and will never opt for Optimum again. So BE WARNED if you want to cancel your service - they make it difficult.

For four and a half months from the end of 2019 to April 2020 we were without cable television because both boxes (we have 2) became defective and had no HDMI output. We don't know what caused it. I called Optimum and an agent told me she would have a shipping label sent to me while two new boxes were being shipped to me also. Almost two weeks passed and no boxes came. I called again and was told that the order had been denied. The order was placed again and two more weeks later denied again. A third order was placed and the same thing happened. I was sitting with two defective boxes in a carton ready for shipment and months had passed. Finally, after laborious communicating, a technician came into my driveway during April at the beginning of the pandemic and we swapped old boxes for new. After all of this I tried to get the company to credit me for the four and a half months of no cable television and the cost of 2 box rentals for that duration. They refused claiming that I was not without internet service at that time and that I could have used RF or component outputs on the one box that still turned on. I told their agent that that was preposterous. He insisted that the company was only going to credit me less than $150 when the credit should be between 700 and $800. To add insult to injury, hurricane Isaihas took down my cable line on Aug 3rd, 2020, the line was broken off at the house. Being somewhat technical with cables I spliced it myself knowing that I would be without service for a very long time if I waited for them. They didn't replace the crippled service line until Jan. of 2021.

On March 9th, one of your sub contractors stole something that contained private information from my property. It was caught on camera.

Please call me ASAP regarding this matter.
Gladys Mehrmann
[protected]