Optimum
Reviews and Complaints

I've called 4 times to customer service and for each call, I've gotten no success.
Call number one: Made an appointment for a callback. The agent gave me a ticket number, but nothing got fixed and no return call was received.

Call number two: Made an appointment for a callback. Again, the agent never called back and never resolved the problem.

Call number three: Made an appointment for a callback. Again the agent didn't help resolve the problem. Said that it would be resolved within 36 to 72 hours. Didn't happen.

Call number four: Made an appointment for a callback. Didn't get one.

Like many other complaints below, I am having the same experience. We signed up for optimum June 2019. Went through the pricing and picked the triple plan. The customer service lied about the cost, from early a few months after noticing the cost was much higher then the quoted amount on the call. They conviently have never offered chat so you can document it, for almost a year i have tried chatting them about the on going billing issues and internet speed of about 30-40mbps when I have been paying for 400mbps plan, and when I did upgrade to the 400 plan, they told me it would be $20 more a month, that was another lie, it was $30 more. In addition, $20 in hidden fees, for things i don't watch, and to this day, they've done the same thing every time i call. They move it around, tell me it's going to be the price we discussed last June, but of course, that's not what it is. I got my first bill again, and it's about the same. Plus, they will not address the slow speed i'm paying for and always had issues, unless we plug into ethernet, which basically means we have no wifi in the house. They even called me back, and just left me on hold, have never called back and will not address the money they owe me, but they keep ignoring it. What the hell is the FCC doing about the cable companies. We only have verizon and optimum in our town, and when i look at Verizon reviews, they say the same exact thing as what's happening at Optimum. HOW IS THE FCC IGNORING THESE COMPLAINTS!

I lost my job becauseof the crono virus in Feb I called and spoke to someone about putting my account on hold until I start working again and that my account would e on hold and that I would have to call the office for it to be taken off suspension. I ended on Medicaid food stamps and unempyment. I recieved a bill in the mail stating this is my final bill and that I owe $362.74 now.
I have called many times I only get a recording that sends me to the bill for payment. Every company has worked ut pyment arrangements of have postponed payment at this time. Optinum I thought I had but no. Also they want me to send all the equipment back to them I dont have money for that until I start working and most everything is locked down. I need my internet for unemployment, job hunting, Medicare etc. Plus I am 65 yrs old! I hope there is something you can do. This is considered fraud making an arrangement than not honoring it. My acct. [protected]
hank you
Nancy Amato
1905 Pacific ST Brooklyn, NY

I have spoken to Optimum several times regarding my billing. Each time they help temporarily and then my bill goes back up. Frankly I am very frustrated, especially in these trying times of this pandemic. I want to get my services to a manageable amount each month. I find it unfair that new customers are offered lower costs than Optimum's long, loyal customers. Shouldn't the loyal customers receive some reward for being long standing customers? If this is not corrected permanently, I will have no choice but to take my business elsewhere. Please contact me to resolve this issue at your earliest convenience. I can be reached by e-mail @ maria.[protected]@yahoo.com and my direct phone number is [protected].

After paying rental fees for years of a cable modem I decided to return it and buy my own. This was Feb 2020. Well, it is May 2020 and I'm still getting charge the $10 monthly rental fee for the modem that was returned months ago. After placing multiple calls to customer service (who were hard to understand and rude) all they tell me that they made "notes" in my account and assured me that the problem was resolved. Well, it was not and I keep getting charge for equipment that I don't even have. Since the local store is closed, I really can't do anything except keep calling (which does nothing to address the situation). How is this tyranny of single cable provider per town allowed? Why don't the monopoly laws apply here? Without competition to worry about Optimum (or any cable company) has no incentive to improve their service or even their customer satisfaction.

I have been trying for days to get in touch with a customer service person.

I am paying ridiculous prices and my internet is not working correctly or at all.

This is unacceptable.

Please have real person to contact me.

Veronica Garnto [protected].

I am a teacher and need this service to work correctly.

I also would like credit to my account for interrupted service.

I been calling cable customers service about 3 week, I have 4 boxes in my house, fist one box stop working, i did everything the guy told me and still is not working, a week went by with out me watching t.v. in my room. one week past and my other 3 box are not working either. I say let me calling again went i call i ask to speak to a manager and a supervisor the customer service told me there are not there. They excuse is that no technical support can't come because of the situation we are, i say so please let me take the box to your location the customers service say no, i have week without watching t.v. i believe if im pay my bill i deserve better.
Please call me at [protected] or email me at [protected]@yahoo.com
All i what is to watch t.v. and that your service be better. No one deserve to be treading like that in this time of need. Thank you so much. You know i dont what to leave you guy i really like it, is just ur phone customer service that dont know how to tread people. one of the customer service name was Joel.

I have been a long time customer and a disabled veteran. for the past 10 years I have placed my service on vacation hold from jan 2 to april 1. I have always called up the week before I leave to do that. This I had to come back in March for a day. I noticed that my service was never shut off. I immediately call you to notify you of the problem. After waiting on the phone I was told I never put my service on vacation hold. I explained that you can check and see that I have done that foe the past 10 years. I was told they will look into it and call me back. After waiting a week I called back and asked for a supervisor. I was told one will call me back. Again I waited for a week with no call back. I then called again this time I was told that there was no record of me requesting to be put on vacation hold. I told them when I called to see if they had a record of me calling. After checking they said I did make a call when I said I did. But there was no record about
vacation hold. I then asked them to listen to the tape of my call and they will see that I did put it on vacation hold. They said they would check and call me back. Well 2 months later I still have not heard back. I am being penalized for your customer service Rep not doing his job properly. I have made the same call for 10 years putting my service on vacation hold. I would appreciate somebody fixing this problem for me.
Gerald Albers - [protected] - Brooklyn NY

During this Covid-19 crisis, my father died (3/23/2020) in one of the hotspots of the virus. As a responsible adult and citizen, I contacted Optimum to inform them of his passing. I wanted the billing to stop...Well it can't stop until someone becomes the account holder. To do this they need the death certificate and the transfer form filled out and sent to them. As efficient as I was, it took 21 days "cradle to grave" to get titleship to his account, 4/21/2020.
Through this crisis, time is slow, money is scarce, and all Optimum stores are closed in the area. Long and behold, Optimum charges another billing cycle, April 8th-May 7th for $165.00. After two days of appealing their decision, I had no luck. Their policy could not waive the $165, I gave in and paid my fathers two billing cycles just around $300.

You would think Optimum would follow their pact they signed in regards to helping people during Covid 19, " "Keep Americans Connected Pledge" https://www.optimum.com/coronavirus. The money mongrels up at the top don't care about the spirit, just the green paper. Make peace by forgiving a billing cycle while families mourn a death rather than spend hours on the phone hoping that a senseless policy will not cause more hardships.

Cannot reach company to inform them of problem. Called twice and was told they would return call within 45 minutes. No return calls. Went to phone internet tried chat and nothing happened, it got stuck in loop.
This lost internet problem has happened more than 10 times within the last 2 years, where techs have come out and replaced the router numerous times, repaired cables and still it goes down

My cable guide was not working. Tech came and swapped my box. The problem was not resolved. Another Tech came without mask and gloves and insisted he needed to come in the house. But he also said he had never heard of the problem with my guide. He said someone would contact me. Four days went by I didn't hear from anybody. I called again another tech came. He came in my house after standing in the driveway talking with his partner not social distancing. This concerns me. He proceeded to make personal phone calls in my home. He wants to come up to my bedroom to check the box. I asked him if I could bring him the box because I can't disinfect carpeting. He insisted he needed to come in my bedroom. So then he went out to the outside box and disabled my bedroom upstairs box. Then he came in my house and told me that he disable the box because I was killing everyone else's kid reception. So I allowed him in my bedroom. he did not test the box he did not test the wire he simply came in my room wiggled the wire in the wall looked me in the face and said see that wasn't so bad was it?. I am the primary caregiver for 2 91-year-olds. Now your tech supervisor is telling me that I just have to live with it. He told me he was aware that the tech did not test the line because he was annoyed with me for being upset. So he admitted that he came into my bedroom simply to bully me with no intention of fixing the problem. I have already contacted frontier about swapping my service as soon as the pandemic allows

Yesterday 03/30/20 called optimum approx 2pm to find out what internet speed we were on because I couldnt see it anywhere on my account on line. I got a very rude operator called david apparently. Couldnt understand me, didnt seem to want to understand me and certainly was not interested in helping me. After repeating my name about 5 times I tried to explain that our internet was slow and I wanted to would like to know what speed we were on because they had increased in last year may when we had moved to a different company and they won us back with lower price and higher speed internet. His reply was something why are you ringing now nearly a year later?... Hello I just want to know what soeed we are on and if it was actually increased cos we certainly arent experiency any better quality! Eventually told me that was increased to 200 from 20, pretty unbelievable. Asked where I could find this on website and told me to look just look your not looking... Told him I was reading it and I offered to read the whole blummin page to him. I figured out that optimum 200 means were on 200 speed. He was like yes thats it, see your not reading it properly... Why did he not just tell me that in the first place? Obviously cos he didnt know. I asked if he had any customer care training to which the reply was... Not a word. Asked if there was anything else which he had done half way thru the call resulting in me shouting at him not to put the phone down... I asked him his name.. David... And I said "thanks for your help david, stay safe, goodbye"

In the middle of the COVID-9 pandemic Optimum wants to terminate my mother's cable service for unnecessary cable charges. Last month, my mother had a scheduled service appointment with Optimum, she waited for hours. Then she had to leave for her doctor's appointment to get her medication. At approximately 3:00 pm the technician came, and she was charged $84.00 by Optimum for a missed appointment. Yesterday, she noticed a message of the TV screen that if she does not pay her bill, service will be terminated. She just recently paid her cable bill. This entire situation have left my mother stressed that her cable service will be cut off.

For two days I'm been trying to reach Optimum customer service to resolve this issue, and no one have called me back.

Hi,
I've had some problems with my internet. Called tech support, they told me I have regular internet and I should upgrade service 400 Mbps so I did. That was in February, end of March I see no difference in internet. I call, they tell me I need a new modem because the one I have isn't equipped for the 400Mbps. I was told the extra cost of the 400Mbps was $10.00 my bill last month was $210.00 normally the bill is $160.00. You can't call to complain because the folks who answer the phone are outsourced as well and they certainly don't care. Optimum your service is horrible, but even more important there is no one to address this with, so it's ok to bill me every month and not fix YOUR problems. That is wrong and crappy business practice.

I currently work for Mr. Andre Walker I am trying to report his business for human trafficking we barely get paid and he was all the women for sex I have five family members currently working for him and he's refusing to pay for the tickets back home the thousands of miles away from home and we need help He is currently making us leave from California to the jack London to Colorado

I made a appointment to have my cable installed over a month ago the technician showed up on March 15th 2020 around 330 and was rude in a rush and racist and wouldn't wait for the super of the building to come open the communications closet n left before he came I ran outside to tell him that the super was actually here and he said he canceled it and I need to reschedule and pulled off and left I work from home and need my WiFi/ internet for work and school but am now going to be set back over a week do to this I'm very unhappy and need something done about this