Optimum
Reviews and Complaints

On July 15th I had 2 Optimum repair people come to my house to look at my outside wiring as I was having difficulty with my TV internet service. When I booked the appointment your representative suggested we start outside as its been many years since the wires were looked at. He reassured me there is NO charge for outside work. At the time I told him No inside work is possible as no one has been in my house since the middle of March. This is in effect today - not even my family has visited. I see my grandchildren from the driveway.

The repair people raised one wire that was on the ground on one side of the house and on the back of the house they changed a fitting.
He also told me my router should be replaced. I told him they could not come inside. He suggested I have one sent and install myself.
Which I did-.
He had me sign on a small I - pad with no visible writing. The next day I get an email with an 80.00 bill on it. After many attempts I was able to make contact with your representative who told me wait until the charge appears on my bill. Several days later I called again and spoke to a representative. Nothing he can do.
After calls to Optimum made thru out July and August and even a trip to your new location in Hicksville - (30 wait on line to get a number to see representative and another 30 minutes to get in) I was told they do not handle billing questions).
Back on the phone - No one can remove the 80.00 fee plus tax which is now 91.00. I continue to pay my normal bill in July, August and Sept - all the while threatening to terminate my service. All the while bill is now escalating.
What I told from a supervisor yesterday was the 2 technicians claim they came inside and worked on the inside wiring. What I told the representative on the phone was if they came inside why didn't they replace the router as they said I needed and I had to do it myself.?
I can't be the only customer that these 2 lied about concerning work they didn't performed but billed.
Yesterday I asked that your company contact the 2 workers - that's not possible I was told. Nor can a supervisor remove this charge. So the charge remains - which I refuse to pay.
I'm a long time customer - always paid on time - all this means nothing. It's a disgrace how Optimum continue to treat your customers.
I call on a weekly basis during the month of July, Aug and Sept.
Last week I had a representative contact me from your Retention Dept who assured me my problem will be handled followed by another agent that said she would call me between 24- 72 hours and tell me the problem has been resolved. She did not call nor has the problem been resolved. Yesterday I get"Urgent notification" with an outstanding balance and a notice my service will be terminated. This is now a monthly notification-
Nothing changes only charges escalate.
So who can resolve this issue if Optimum refuses?

I switched to optimum bundle (tv, internet and phone) installed 9-10-2020. To date my phone has not been working since then. I requested the my old number from frontier be kept and maintained and they said there will be no problem. I cannot cancel my services with frontier bec optimum said dont cancel until phone is already working. Billing cycle will come soon and now im gonna be billed by both frontier and optimum (not to mention, optimum billed me in advanced)... When they did the sales optimum promised quick intallation and everything will be up and running. Ive tried calling optimum but I go back and forth with them. I really am sorry that I switched with optimum. Its really disgusting. Now I have to wait until thursday until next service repair can be done. What an experience for a first time optimum customer! Im even considering switching my 5 lines of at&t mobile phones... I guess thats not happening now...

Account number [protected]
I was not told by phone rep of $80 fee on the initial call on 7/4/2020 and optimum has not resolved the complaint.
I was told the call was going to be listened to and a mgr would call me back.
It has been over 2 months.
This is ridiculous.
The customer service department leaves much to be desired.
Please follow up and provide me an answer.
Thank you.

Internet Spade is awful my kids are missing their zoom classes and they are absent because they can't log on because of our upload and download speed and we have the 400 speed best modem router I want my money back credit for this thing and time spent on the phone being disconnected and getting [censored]ing nowhere I'm outraged I'm filing a complaint with the Better Business Bureau as well as The attorney generals office!
Tara Doherty 23 Windwood Court wh ny [protected]

Trying to contact billing for many days and the department either handup or try to pass on the information to supervisor. They have accepted the amount was incorrectly charged to my account $343.94 and no one is refunding this amount to my account.

This support from billing (Kodithyala K) should be fired as the worst support person and not even responding and keep asking the same questions.

On monday 8/31/2020 10 pm alert stating that my services has been suspended due to payment. Please be advised that I have automatic payment and last payment rendered 8/25/20 in the amount of $219.73 balance zero.
I did not request for my services to be suspended: I did call for my samsung box to be replaced after calling to inquired if something was wrong with the box. I was giving a scheduled appointment for 9/3/2020 time 11-2pm (received telephone from dispatcher that tech would arrive at 2:30 pm). A home visit was made to check or replace my samsung black box. Technician came to my home and stated that he will retrieve a box from his truck. Tech never returned to the subject premises.. (unprofessional behavior)
I have called reapeately from 9/1-9/4/2020 and have been deceived, lied to and disconnected several times trying to retrieve my services. The customer service, billing dpartment, retention service and data department has not been helpful and my services has not been restored! I am requesting for my services to be restored immediately and for optimum to adjust thier records accordingly. I never had problems with optimum but this unprofessional behavior is unacceptable and optimum should be liable for the frustration and aggravation they put their value customers through. I am a senior citizen and trying to retrieve services due to optimum mistake is cruel and unapologetic.

I spoke with individuals from india hearing roosters crowing in the background and promised to have my services restored in one hour, 24 hours and eight hours and I still do not have services. Now i'm going on day 4 without services.
All telephone calls are recorded by optimum, please listen to the recordings of the conversations 9/1/-9/4/2020 for detailed information. Please review all of the notes by optimum representatives and make the necessary adjustments to restore my services due to optimum mistake of suspending services!
If services are not to be restored I will take my business elsewhere immediaetly!
I can be reached at [protected]

On August 31, 2020 I called inti [protected] to inquire about lowering my bill since I am struggling paying the bill. I see currently there is a promotion $ 40 for new customer faster speed internet (300) Currently I am paying double for slower speed (100) Please assist me on lowering the bill, this service is needed for school.

The following supervisor I spoke with Hussain disconnected the line when asked to speak with cooperate office

On July 20, 2020 I had phoned Optimum and spoke with Sheree to inquire about reducing the existing service to only include internet. She informed me that Optimum had new customer specials that would be cheaper than reducing the service plan to the existing customer.

I did not order the service. I said I had to discuss this with the present owner of the house and the cable account. Sheree and I set a phone appointment for August 24, 2020 at 10AM. She would call me then and I would then inform her whether I wanted the new service or not. I was right there waiting for the call. She never called.

Today, August 31st (around 12 noon) Optimum arrives with a service order and the equipment.

I don't think that I can be billed for a service that I had not ordered and refused when the Service Tech arrived. I hadn't signed anything. But in case you might already have an account with Optimum, just a heads up for being billed for something you had not ordered.

I am a long time customer of Optimum - always paying on time-
I was having trouble with my internet service on my tv. It was suggested by your phone representative that I should consider having the outside wires looked at as this was not done in many years. When I asked the cost of this I was told that there is no charge for this. Only if they come inside. I replied that NO One has been in my house since March - I am senior citizen and self quarantine so they cannot enter the house.
On July 15th 2 of your workers secured wire that was on the ground to the side of the house and changed some fittings by the side of the house. He said one wire was going into the house by the router. I said he couldn't come in.
He thought that maybe the router should be changed. I told him he couldn't do that so we decided that I could order a new router from you and I would try and install.
New router received - installed it myself and I returned old one to your new store in Hicksville. When the work order was emailed I noticed there was an 80.00 charge so I called customer service - was told to wait until I get my bill then call again which I promptly did. I explained and your agent said he would covey my message. I call again to check my bill and its still there-
I call again and again Aug 11, Aug 19, Aug 21, Aug 28 (twice) was told they cannot remove the charge.
When I called on the 28 of Aug I was told that as long as someone comes there would be a charge even if outside because my ticket says that the problem relates to inside problem even if they didn't come inside.!
When I called back at 8:22 at night and spoke with Kate she said if service men only work outside there is no charge but she cannot do anything about the charge on my bill.
To get anyone on the phone is nearly impossible - you call - put on hold then they call you back - good luck with that-a simple call can take several hours - going to your store requires a 30 minute wait to get a ticket to get in then another 30 minute wait to be called in to see someone only to be told they do not handle billing disputes-and this is getting there early to get on line to be seen.
So I'm still showing an charge of 80.00 plus tax for service that was not performed which one one will remove - plus an additional charge of.96 for partial internet activity that no one can explain. so the 80.00 now becomes 91.00 charge and now I'm threatened by having my service terminated even though I made my normal payment of 146.00 on my account.
You provide the worse service with service representatives that barely speak English so I have difficulty understanding them - no one is willing to fix my problem - nor answer phones in timely fashion and of course its because of Covid-the excuse.
The larger you get the worse you get - this I know for a fact because there was a time when I called and a person picked up the phone - now the goal is to make as much money as possible and deliver the worse service you can get away with that's the goal.
All you have to do is go to one of your stores and wait on line - you hear all the horrible ways you treat your customers and we are powerless to do anything about it - only change companies.
I can never recommend you because you abuse your customers loyalty-
Check my account how many years have I been with you - am I ever late?
Why can't I get any results?

My 93 year old mother had a landline installed today and they gave her a phone number that belongs to someone else. It was supposed to be installed last week but the technician said he needed to get something from his truck and never came back. On phone with optimum and was told a supervisor will call me by the end of the day. I need this done today

I have transferred phone service from another company over to optimums and it has been a month and nothing has been done. They rescheduled appointment twice for technicians and during the change they did not call or anything just no show... I had to call and follow up
I wish I could move to another provider but unfortunately our town does not allow.

Attention: Dexter Grau, Chief Executive Officer
Harkin Boubazine, Chief Operating Office
Jon S, President, News and Advertising
Regarding Account [protected]

Ladies and Gentlemen:

As a customer of Optimum (Cablevision) for over 18 years, I am shocked at the practices and service that have been put in place as "Company Policy" when dealing with errors made by your employees.

1. July5th, I attempted to UPGRADE my internet speed to the Gigabyte service. After 4 attempts, and Altice's attempts to change my service rather than upgrade the internet, I finally spoke with a "Supervisor" who placed the order. She wanted to just mail the new Modem/Router and I told her I needed to have it connected properly and the present router and commercial modem I had needed to be returned. She arranged for an install July 10th. Service tech #1 installed the new modem. When I said I wanted to check the speed, the download speed at 1:30 in the afternoon was 531.39 and upload speed was 51.92. I told him that the reason I was upgrading was because my 400 speed was at 50% or lower for what I was paying and the gigabyte was running slightly higher. He said that was the speed for the area. (Speaking with my landlord who has the gigabyte modem also he said I consistently get over 900 after they installed a new cable from the pole to the house.

2. That afternoon I spend from 1:30 to about 10 on the telephone waiting for a person to pickup because the calls were never returned earlier in the week when I gave my number. The agent tried to put it off until Monday or Tuesday but after my insistence that the installation was not completed properly an appointment was made for the next day and I told them that a new line had to be installed for my landlord. Service tech 2 came, again said that was the speed. I took him upstairs where he took a picture of 939 download speed because he never heard of it. We also checked my speed again using optimum online as the source, which he wasn't aware was necessary and it was 921.54 at 3:19pm. He left.

3. July 12th, I got up and had no internet period. After 5 hours of waiting both on my cell phone and my optimum line, I was able to arrange for Service tech #3. He came in used his meter and said the service provider must have turned off the service. Meanwhile I had a project deadline that I was going to miss because of this. He said he would let Optimum know because he could not do anything but e-mail them.

4. After 12 hours of waiting on 2 lines, I talked to an internet tech who said something with in the modem locked out the internet and she did something to get the internet back. She then arranged for Service #4 to come on the 13th to replace the Modem. Upon arrival he said first he needed to change the cable from the pole to the house. If that didn't correct the situation, then he would have to verify inside the house. (See Item 2 and no paid attention) For the next 2 weeks, the speed was operating good.

5. July 23rd the speed dropped to 283.8. I gave it a couple days to see if it would correct itself. When it didn't, I started trying to call and now your automatic prompt told people to use the internet for help and promptly disconnected the call. Meanwhile my new bill came, it was not an upgrade but a change in service done by the "Supervisor." And I was charged $80 for a service call. Now I had 3 reasons to speak to someone.

6. My landlord told me he was having problems and to get up at 2AM and call, the wait would be short. He was correct and Nancy attempted to check things out. He also told me whatever the wire from the house is attached to was found to be defective and it was going to be replace I think on Monday 8/24/20. This was told to Nancy. She wanted to set up a service appointment for next Wednesday which if that was replaced on Monday, I would have to pay another $80.00 if nothing was found.

7. When discussing my bill, Nancy insisted the tech on the 13 put in the record he had to replace a cable. Apparently, from the pole to the house was omitted. "Company Policy" means I have to pay the $80 and she could do nothing about it. Her supervisor was not available (an hour and a half later) and it would be escalated to him bit I was told "Company Policy" will not allow the supervisor to do anything.

8. In addition to the Service charge, my upgrade in internet speed, resulted in a $59.99 additional charge for my Television service (several Promotional saving until 3/7/2021 were removed) over the previous bill and my Internet cost increased by $85.00 because they dropped the $65.00 promotional saving. The "Supervisor" who completed the order for me said I would have $20.00 increase in my bill. I know you need to make a profit but….

9. You have outsourced most, if not all, of your fieldwork. It is apparent the most of them didn't even know you needed to use optimum online in the speedtest. Only Service Tech #4 knew that the new modem is very sensitive and the connecting line to the house could cause the problem, including many of the agents like Nancy who could not understand why I would be upset with her and the company.

10. Finally, the $100 Amazon Card you are advertising for the "UpGrades" I was told I do not qualify for because I had a "change in service" by Nancy. There is no mention in your advertisement where certain items would exclude you from the offer. I bring this up because when I moved I was again promised an Amazon gift card and never received it because at the time because I had to have installed the older version of your service because I had multiple computers that had to be connected by wire rather than the wifi from Altice.

What is Altice going to do to compensate for the lack of service, failure to match your advertised speeds, incorrect billing and lack of customer service people to call? By the way, I'm still waiting for the first 2 supervisors to call me.

Very truly yours,

We have had service a grand total of one day over the last three weeks. We have none now. I need it to do my job. Customer service sent out a guy a few days ago, who said he couldn't fix it, but would put in a work order for a "bucket" truck to come out and fix it within 24 hours. My wife called customer service twice when no truck showed up, and each time was told that they had no record of such a work order or even any record of the guy who came out! We are back to square one. Please help.

I have a Triple Play bundle that has gone up to over $200+/mo. After multiple calls that resulted in my call being dropped, I finally spoke to Tony on 7/20 or 7/21. I told him I wanted to lower my bill to the Triple Play package for $89.99 as it had the channels I wanted. He found one for $69.99 with the requested channels. He told me my total bill would be around $123/mo (but couldn't explain why). I told him that was fine (I had been on the phone awhile and was frustrated). He told me the changes were made (no confirmation #). Received no email. Checked my bill today and it was STILL $209 for last month and $209 for the upcoming. I got on the chat with Juan C. around 3:12 pm today who confirmed that I had called looking for a lower package in July but could find nothing showing it was actually done. He couldn't fix it because he couldn't find the promotion. I would have to call sales again. (He was actually apologetic). I called sales, requested a call back since the wait was over 45 min. Got the call, was transferred then the call was dropped. Called back again to get an automated message telling me it was after hours. I want my $69.99/mo package applied to my account retroactively so I can pay the correct amount. I also do not need the multi-room dvr. I have only the one box.

In january I was told my total bill would be 176.76 per month. I have been getting higher bills since then and have only paid what I was told to pay. 13 phone calls and many many hours on hold and 2 letters I have written to optimum about this problem, and still no help from anyone at optimum. Worst company and worst customer service. I have been a customer for 35 years.

In May of this year my TV went out in my bedroom only. I have 5 boxes in my whole house. I called Optimum at least six times to try to correct the situation. They tried and tried press this button, go to the main box press this, what is the number of you box giving trouble. Could not fix. Told I will have a repair man sent to my house in two days. He came and fixed the box. I asked him for a receipt and he said we don't give receipts. He did not say what was wrong. Low and behold I received a bill for $85.00 for a service call. I was NOT told there would be a fee. I called Optimum and questioned the bill and was told they told me there would be a fee. (Lied) I asked for a credit for the 3 days I did not have TV. No response. I have called very month since May and was told a supervisor would get back to me. They did not. I would not recommend Opitmum to anyone.

Horrible customer service and incompetent workers that don't know how to resolve an no internet problem they caused! Have been without WiFi for over a week and still no solution!

Waited all day, no one showed!
The storm blew out my cable box and remote... Guy came 3 days ago and set everything up, he left, and remote was not working. Set up appointment for today, verified all week and no one showed, not even a phone call.
My bill gets larger every month... I don't add a thing.
Awful company!

Today I called optimum to see if I could get an extension of a promotion I had until sometime in september. After waiting an hour for a callback, I got a call from an alex. He spent time finding a promotion for me but when he quoted the price, I told him it was too low to include all I now have. He assured me i'd have all the same services and the price was low because we were loyal customers. First, changes were made now instead of next month. Second I lost my dvr+ and hbo. I called back and after waiting 2 hours the agent who was very helpful told me I would lose all my recordings on the dvr+. She did get hbo back but I will have to wait over a week for dvr cards. I am beyond upset.