Optimum
Reviews and Complaints

On June 5th, I contacted optimum online to cancel my service as I had switched to Verizon. Optimum sent me a call tag to return my equipment. on june 7th, I went to optimum store in Hicksville to drop off my 4 boxes, remotes, router and modem and was told, due to covid they were not accepting returns and I had to go to the ups store. I went to the ups on broadway in Hicksville, paid $3 for the box, packed all the equipment and mailed it back to optimum. on june 9th, I went online with my tracking number and confirmed that optimum did receive all my equipment so I disgarded the tracking number. In july I received an invoice from optimum for $113 thinking it was for the pro rated portion that I owed so I paid it.

On August 12 I received another invoice for $75 so I immediately called optimum and was passed around from person to person and finally spoke with a representative, Zeynap who advised my internet was never cancelled even though they received my equipment back. Zeynap advised she was the supervisor and would escalate this and have the account closed back to June 15th, 2020 as that was my billing cycle and couldn't have it backdated to june 5th. I agreed with her and she said I would receive an email 2 hours later confirm. Today, August 13th, no email received so I called and after getting bounced around from person to person, finally spoke with TJ in billing who submitted an escalation ticket for his supervisor to review. TJ confirmed with me that they did receive the equipment back on june 9th but is saying that the router and modem were missing. TJ advised that this does happen a lot and he would contact the dept that handles this to start looking in to it. TJ also did confirm that there was 0 internet activity from june 6 th, 2020 through present. I explained to him rationally that if I sent the equipment back how could I use the services and his assessment showing 0 internet activity since june 6, 2020 proved I was right. Right now I am waiting for a supervisor to review and get back to me with her decision. This company is an absolute nightmare. Who knew that when you cancel services you need to speak to two different depts., one to cancel the services and another one to return the equipment. I have proof that my new service was hooked up with Verizon on june 5, 2020. No one should have to go through the experience that I am going through. My next complain will be to the BBB and FCC.

Optimum sends bills on time. They want to be paid on time. But when it comes to customer service, it does not exist. During this past storm, they changed their voice message responses to skip prompts that would sometimes be available. There is no way to leave a message, to speak to a real person or to request for help. They tell you to go online, when they know you don't have internet or wifi. You go online, click on support, and out pops a chat box with a robot telling you that it can help you. The robot asks you for a phone number and it sends a message that someone will call you. No one calls you. And they want to get paid for no service, not customer service or support. terrible company and they rob you when they tell you about cheaper plans. In the end, they add many additional charges without giving you any explanation. I have filed a complaint against this company with my State. I suggest that others do the same.

We were without service for 7 days. Everytime we tried to call we could not get anyone on the phone. On the seventh day wewereon hold for over 45 minutes to get a credit for all those days we didnt have service. The person on the phone was nasty and condecending. Awful company. I will be changing company very soon after this. I been with them over 10 years.

6 days no service called many times no one gets back. Optima no respect for their customer I will be getting in touch with fcc. And I will not be paying my bill this month. 1454 independence ave bklyn ny 11228 phone number [protected] paul salerno. Going back to verizon. Also hundred others people not getting service. Sending out letters to all my neighbors to write the fcc. Of your actions not getting away with this. No tv no phone and no internet. And to add insult to injury you call my phone leave a message that everything has been restored you lying piece of garbage. Going on 7 days I will get even

My sister has lost internet and phone for 2 days with no end in sight. Hours spent on hold. I have had Fios for 8 years and the only time I was down was when Hurricane Sandy hit and that was because i had no electricity. Fios is amazing. She was just released from the hospital and our Dad lives with her and has not cell phone and the land line was down so if there was an emergency he was unable to call for help. Whenever a representative from Optimium knocks on my door I laugh and say I will never switch. Very very poor connection. I use my computer for work and if I had Optimum I would have been fired.

You have replaced your gold package with another package that is missing a large group of channels that I am now expected to pay extra for while continuing to pay the same amount monthly. This is a huge ripoff. This company has continued to go downhill and being a senior I am now forced to look else for a television provider. I am now forced to pay a hidden rate increase whilst getting a reduction of service. Shame on you.

It took 3 phone calls today over a 5 hour period to even get close to trying to resolve our phone service problem. After 1st call, scheduling a call back, when the call back came I got transferred to nowhere and two hours were completely wasted trying to even talk to someone. 2nd call progress was made, but when call was cut off the service agent did not bother to call back either phone number to ensure follow through, (name given was "Nour"). Not calling back was extremely rude, particularly when this individual had 2 call back numbers and just blew me off! A 3rd call resulted in talking to someone that helped, but calling Optimum started at 2PM and 3 hours later after having to call back some satisfaction was achieved, though we don't know if problem resolved yet.

Last few months april-july charges of sports packages that were never ordered at almost 100 bucks a pop keep showing up on bill.. Multiple calls saying they will remove these charges and they never do just keep adding to next bills.. If not paid they shut down service till paid.. So basically you are extorted just to keep your service, so as far as im concerned optimum (cablevision) has become fraudulent company..

All we want is to pay the real bill which we do excluding the fraud charges and get those charges removed

Being charged $80 dollar for a service fee. Had cable and internet when the pandemic hit hard I reduced to only internet, tech came picked up the altice equipment that I had ready for him install a modem and router. That night wifi wasn't working kept dropping this continued for a weeks or so having to unplug and plug again up to 3/4 times a day. Called cablevision they said the modem is working fine they will come and change the router. Tech came tightened so wires outside and replaced the router. Following month I get a service charge for $80 when I called I was literally on hold for 1:40 and over 2hs the 2nd time both times they said the tech changed the wire in the house (not true) I told them that I walked the entire house inside and out and there are no new wires all painted and old. Asked for a stupervisor and neither time 1 was available they would call me back... Weeks later still waiting

Date of incident: july 17th, 2020
Account#: [protected]

I don't know where to begin... I have been dealing with this problem for over a year now, and I just don't know what to do! Speratic, spotty internet services are just start!

I started complaining about this around time last year, the only excuse that I get back from them (optimum/cablevision) is that I have to many wifi devices connected; any one can look that up on the internet to find out that is a crock... There is no such thing! If that were true, than so many hundred's of smart homes like mine would not function at all since most smart home devices rely on wifi tech to operate.

I have had five (5) tech's visits in the last two months, one young men came to my home twice. Since this is the only internet service that seems to be allowed in our building complex, I have no other choice! On july 17th 2020 their router just stopped work with all lights on the router going red;
So I called the company again and was told that they would send me a modem/router combo, but instead sent a modem that I already have, and from my understanding works fine.

There is so much more to tell you, but i'm afraid it might turnout to be a novel. Please help... I also tried to start a case with the attorney general's office as well, not heard from them as yet.

Very truly,

Lee jackson

Brooklyn, ny

In Feb. '20 I signed up for new cable service program which entitled me to a $100 gift card. I tried to follow up is May '20, and I was told it would coming soon.
This month I called Optimum billing dept. numerous times, and put on hold for hours. I was told to by Optimum to contact Amazon @ [protected] and left voice mail. I got a call back from a Nicholas [protected] who advised that he had my info. but was awaiting Optimum's approval before he could issue the gift card. I tried chat yesterday to try speed up things, for 6 plus hours but the company rep. ended up advising me to call the company. I tried calling today again and was on hold for 4 hours and then I disconnected. The gift is to be a $100., My time is more valuable, but it is now the principle.

I wanted to give some feedback about my experience with installing a new cable modem.
Since it is a long story. I'll summarize the key feedback:
- It should be possible for an existing customer to install a new but identical cable modem via the website.
- optimum people do not posses the minimum required knowledge about cable modems (several peoples confused if with the TV cable box)
Better training in this would be good.
- Better customer sensitivity training for Eduardo at the Norwalk CT store would improve the service a lot at this store.
- The Chat options do not show up in Firefox (at least when you have no full internet connection)

Here is the long story.
My existing cable modem died in a thunderstorm so I bought a new one (but the same model as the one that died).
Installation went find but I could not get an internet connection. Only the optimum website.
It does not offer to option to activate it via the website. Also searching for cable modem give 0 results.
I called but had to leave my number.
After 1.5 hours still no call back so I went to the story.
The friendly lady at the door told me the name of a website and a phone number to call.
The websitw was for a cable box and/or router also because I had no order put in selfservice. optimum.net was not what I needed.
So I called the number she gave but that was just another number for optimum customer service so again I left my number.
I went back to the store in Norwalk CT. Nobody was at the door so confusion all around who was first and when could we get in.
After 10 minutes somebody came out and things were cleared up.
I went into the store and told the lady that had tried to help me it didn't work.
She brought in Eduardo and he told me to use the chat option and showed me were to find it.
I told him that it did not work for me before but I would give it another try.
Again the option did not appear to me. Turns out the Firefox browser doesn't show this option. It did in MS Edge.
I wish that Eduardo had known this and told me beforehand.
I answered all the initial questions in the chat and finally got a real person.
This person was utterly confused and kept wanting to add a cable tv box to my account.
The lady at the Norwalk store told me to say 'cable modem registration'.
Well that kind of worked. The chat person did not really understand it but escalated it to his team.
15 minutes later (and I already had been in the chat with him for 30 minutes) I asked for an update.
First he asked for my modem's mac address. great. But then he again asked for my cable TV JCAS id or something.
But I don't have a cable TV box.
Then Eduardo told me I had to leave the store because otherwise they could not bring in other people to help.
I told him I did not want to leave becaus I might lose my connection in the chat if I left the store and I already had been online for an hour and did not want to risk to have to start all over again.
Eduardo tried to offer a solution but that still required me and my laptop to leave the store.
So I told him again that I did not want to do that. Note that is was very quiet in the store and I already had been there for an hour. Clearly one extra person wasn't a health risk at all since the store was so empty. But Eduardo kept telling me to leave. I got upset at which point he told me literally that he cared about the store but not about me as a customer.
At that point I told him optimum service is '[censored]' and asked Eduardo for his full name which he refused to give. He told me I had to leave the store again. So I did.
Luckily I did not loose my connection went I went outside like it had done before.
Finally after at least two if not three hours I received the callback. I declined because the chat people were very close to activating my cable modem. And after a little time they succeeded.
All in all it took close to 4 hours what can be done in 5 minutes.

I'm an 83 year old and have been with you people from day one and have seen my bill going from $188.33 from the beginning of 2020 to today July 2020 to $239.03. I know you gave me a discount a year ago and I was hoping you could give me the same again. I called and the person I spoke to more or less tell me I should just look for another provider as there was nothing they could do for me. I like your service but just can't afford it anymore so before I look for another provider I was hoping you could help me in any way you can. I know it may not seem a lot of money to you but it is to me. Thanking you for any help you can give me.

Richard Oliver
Account No. [protected]

I have been with optimum for 24 years. I have tried few times to get better deal. I called few weeks back Looking to lower my bill was paying approx $279 and rep suggested take basic and bill approx $220. I said how come long term customers can't get better deal then new ones. I didn't get anywhere. Now I looked into verizon for $170 a month . Then I called optimum again saying cancel my service he said wait until after your phone is ported over. Never offered better deal. So I got Verizon called optimum to cancel and know girl on phone who is in promotion dept says we can offer you new promotion which would save you money. I said are you kidding me! now you offer it, I just took half day off of work to have Verizon do install. Her comment you can cancel Verizon and we can give you promotion deal. I said how come over last few phone calls to optimum know one ever said talk to promotion dept maybe they can help. She kept saying you didn't talk to promotion dept . Total disregard for long term customer. Very happy with Verizon would recommend long term customers of optimum to move on and save money.

My wife has had an email issue for three days not being able to receive any emails on her optonline.net email ([protected]@optonline.net) We have dealt with 5 or 6 representatives after waiting in excess 40 minutes each time all with the same result. Nothing being done to resolve the issue. It is extremely hard to get support. The chat lines don't work and they don't offer email support. On three occasions we've been disconnected with no return call. This is extremely frustrating and unprofessional. In the meantime we are paying for a service that we are not receiving and losing opportunities that may have come via her email.

Waited on telephone line on July 14, 2020 for 40 minutes- young lady hung up on me - said she was putting me on hold - I asked her not to loose my call since I waited 40 minutes. Young lady disconnected us. Today - July 15, 2020 I left my name & telephone- call back came appropriately 40 minutes later. Another disconnect? I need to speak to a manager regarding INCOMPETENT employees. Our account in NY is : [protected]. Please call ASAP to resolve this issue. Thank you. Kathryn Nelsen. [protected] or [protected]

7/11/20: Installer came out and transferred the system from S. Jersey to N. Jersey, new equipment. Did not leave the account number. Service promised all info would be transferred to new address. While that was ultimately true, he billed me for the balance of the month. I thought it was for the installation, since he said all he knew was he needed to bill me. Well, it was for the service through the end of the month even though my July bill was paid in full for my old account number.

When I tried to register with the new account # (I found it on his bill), it would not let me do so. I tried to do it but it kept logging me into my old account ID. When the phone rep gave me the new ID, it showed my old account #, not the new one.

Plus the installer could not trace where the signal for the existing cable connection was supposed to come from. I told him to make sure it comes off my bill. From his service record, I am not sure that happened. I scheduled a second tech for >>next month

I am long time optimum customer. I had optim all 3 services during pandemic my phone line was disconnected my optimum free on demand wasn't working between my tv was no also working with all that I tried calling them several time but was hard to find any customer service after spending hours if I got someone they were real rude Currently they were offering reduced charges for current customers I called and signed and optimum sent technician I am being charged more than before the price I was promised they are charging me more plus they also added 59 dollars service charge which I wasn't told by the agent. In my area for Internet I only have optimum other wise I will switch to some other company in a heart beat after facing so much difficulties. I called them again they refused to give me any credit for service charges which I wasn't told.

It's absolutely amazing to me that Optimum functions as a business. There customer service is without a doubt the worst form of life. It's now been over 1 month of daily trouble shooting and service calls to resolve the most basic issue of a bad box. On 2 occasions the service tech never showed up. On line QnA is just as bad. Although Allie is a programmed response bot, she is actually better versed than any real person at Optimum!
Optimum you suck so bad! Get your [censored] together!

I am being abused by Optimum company. Being a loyal customer for years, eventually bills got too high for me, so I was trying to lower my bills and called and eliminated some services. Was promised $83 bill for life, cut my services down, eliminated TV cable, return cable boxes, left only Internet and the land line. The next month, July 2020, I received the bill even higher than before, $195 and some weird charges.
I am disabled and every dollar is important for me. When I was talking to a supervisor, I was promised, that my bill would be $83. I tried to call numerous times, but no-one picked up the phone for 2 hours, and no-one called back even when call back was scheduled.
I was trying to chat online, but it's also impossible. Looks like its a gost company, which only rips your money. I am terrified. Please help me to resolve the issue. And save me from abuse. Thank you.
Irina Chtypel [protected]
My email: [protected]@gmail.com