Optimum
Reviews and Complaints

When I try to use this joke of a WiFi it freezes constantly, so I end up just getting nothing done. It is so frustrating to use their WiFi because it doesn't even work. Optimum has a complete monopoly over the area I live in and it's pathetic because they just give us crappy products and service because they know they can get away with it. What a joke. I bet anybody with basic knowledge of electricity and how WiFi works can build a product a million times better than this piece of junk. And they charge us an absurd amount of money for something that is just a piece of metal that is supposed to give a WiFi signal. What a joke for a company.

I have had nothing but issues with Optimum since I signed up. This is the second time the company has sent a technician who caused the problem I later had to have them come out to fix. My internet service wasn't working so I called the customer service number. They sent out a technician who replaced our modems. When he did this, he somehow managed to put a staple through the cable so our service continued to be slow and spotty. We called in again, and they said they would send someone out, never mentioning a charge. The technician came, he told us the previous tech put a staple through the cable, he repaired it, and now we are being charged $80 for the service call. I paid for service I didn't receive because of an error made by their technician, and now i'm being charged to have someone come to fix a problem caused by their technician. It's insane.

I called in a report for no internet/TV and phone service. The tech came out and confirmed it is a line problem and a special team will have to address the situation. I'm now billed $80 for a Service Call Fee, when no one came into my home and the problem is still an ongoing problem in the neighborhood. I contacted customer service several times, which seems be in in another country and they're unable to process a refund and is just telling me a lot of nonsense that is not making any sense.

I subscribed Optimum Internet service (200Mps) with my own cable modem, per Optimum promotion in 2018, I wa qualified to receive a Smart Router for FREE.
In Oct'19, I terminated the service due to moving out Optimum service area and paid off my bills.
Recently, I noticed that there is a final bill of $80.00. I accessed my Optimum account online and tried to find my final statement, however, I have no longer had any access to billing statement nor online chat. Tried to call the phone numbers listed the site (NJ local phone # or other 800 numbers) to find out why I am charged for $80.00, however, I could not reach any live support to explain the final bill. The only option is to pay the bill either by credit card or check.
Then, I went to GetHuman web site and find a Optimum customer service phone number and followed the steps learned from GetHuman and reached Optimum Support.
The exchange with Optimum customer support (name: Darlin, Employee ID: MJU) further frustrated me:
(1) He initially told me that, the reason I was charged $80.00 is due to the reason that I did not return the modem I rented. However, I told him that I did not rent the modem; then, after few seconds,
(2)he said that, he noticed that I did not rent the modem, and that's why they did not charge me for the Smart Wifi Router. Now, since I did not return the router, I am charged for the router;
(3) I explained to him that, the modem and router are two complete independent issue. The reason I got router is because I signed up for the 200 Mbps internet service, the Optimum promotion clearly stated that, if service is above 200Mbps, Optimum is giving a smart Router for FREE. If that is not "free" I would have returned it rather than left it at the property I moved out.
(4) However, the support argued that, even the router is giving for free, I still need to return when terminating the service. I asked where this is stated in the Optimum document, he could not present anywhere I can look up.
(5) I again told him that, per Optimum promotion, it was clearly stated, the router is giving for FREE, that's why I left it in NJ property. If the Optimum promotion specify it was giving customer "FREE TO USE", I would have already returned it when moving out.
(6) Since I was frustrated for his continuously arguing with different reasons. Then, I requested to transfer me to his supervisor, but he refused to transfer me to his supervisor.
(7) At the end, he said I don't need to pay the final bill if I don't want to, they will just sent it to the collection agency. I told him that, he is threatening me, I never said I don't want to pay the bill, I want to dispute the bill, which is totally different from not paying bill. The support just said I don't want to pay the bill.

I kept on asking to talk to his supervisor, but he kept on refusing, saying that I want to complaint to his supervisor about him.

I have been working for telecom service provider through my professional career, I have never seen a customer support person treating customer issues with various execuse and even threatening customer with potential damage to customer's credit, when the customer has questions on final bill and want to find out the reason.

The call was made on 10/24/2019 around 10:30AM EST.

The tv shows I was able to watch on the above apps as 3 nights ago r now blocked and u claim the outage in my area is on apple and they claim the issue belongs solely to u at optimum! Meanwhile, the issue continues to haunt me as the customer! No one is treating me as the customer with respect and caring and no one cares that I am not the only one fighting a losing battle. I am a multiply disabled senior who is really physically sick and the stress does not help!

Called regarding outage/wires down since Wednesday, October 16, 2019. Optimum said someone would be there to fix problem on Monday, October 21. As of today, October 22, still nothing. Called back to find out it'll be fixed on Saturday, October 26! Eleven days? REALLY? Asked to speak with Supervisor, he said sorry, they're on another call. Absolutely the worst service and company ever! Definitely going elsewhere... and will tell everyone I know to switch. And the worst part... he's 85 years old. Wonder if you'd like your parent to be without those services?!

I have been with optimum by altice as long as I can remember when I called about missing channels they said if the problem was me I would be charged $80 well the guy came out and determined I needed a new box which I pay for every month and that the box outside my house was showing minus 12 which shows me the problem wasn't me and was everything by cable that I'm already paying cable for so now you want to charge me for things that are a problem from cable and not me but a box that I pay extra monthly and a problem with a box outside my door this is a true ripoff by cable when I'm already paying for something that is no longer working and you want me to pay for your non working box really poor customer service

I switched recently from Verizon to Optimum since my bill with Verizon Fios was increasing after many years. So I saw the latest promotion with Optimum to switch and receive an Amazon gift card after staying current on 3 months of bills. After my first payment, I spoke with a customer rep who confirmed that I am still within my commitment in order to receive gift card promotion where he also stated when my next two payments should be sent in by, which I did commit to. The second customer service rep I spoke with after my third payment towards commitment to find out when my Amazon card would arrive stated that I did not honor my commitment and the first agent gave me incorrect information. So therefore admitting it is the company's error and not customer error.

1) My final offer with Optimum was not any less then Fios

2) After one day of service, I lost service due to a storm whereas I never had with Verizon Fios

3) I was offered a signup deal for an Amazon gift card which was never honored

4) Optimum offered to pay my final Fois bill when transferring which was never honored

5) I spoke to 2 different customer service reps who gave me completely different stories regarding my agreement once switching in order to honor the Amazon gift card promotion

6) I was awaiting a call from a supervisor/manager to clear up the above issues but never received this call

In the end, due to poor quality of service compared to Fios, poor customer rep service compared with Fios, and after only 3 months of Optimum service, I am done. They have lost another customer.

On 10/6/19 I spoke with Jill (Operator ID 39C) where discussed canceling service in my boyfriends name/account-[protected] (I am an authorized party) and enable service in my name to receive the alltice lifetime benefit (my acct [protected]). She advised his account will be [censored] off on 10/12/2019 which is the same day a technician was coming to set up the new alltice account. She advised he would receive credit since the account is being canceled several days into the billing cycle. I received an email receipt of the new service where it stated $158.95 would be due at the time of service. Jill also waived the installation fee for the new account.

The morning of 10/12/19 I called Optimum before our tech was due to arrive to add an additional box to the new order which was not an issue at all. I expected to have an additional $10.99 added due to the last-minute change. I also asked if acct #9036 was canceled and the rep Axel (refused to give operator ID). He advised it will not cancel until the billing cycle is over and the full payment is due for that billing cycle. I requested to speak to a manager where I then spoke to Lauren (Operator LDI) She advised normally they do not end an account early however she does see that was agreed to and within 10 business days I will have a credit mailed to be for $50.19.

When the tech got here to install account #6904 he was showing $220 was due so he had to call and couldn't start service until the cod cleared. He advised not to pay him anything and to call within a few days to make a payment since the balance he showed differed from my original receipt/confirmation (plus $10.99). He took the 2 boxes, modem and router with him from Davids acct #9036.

I called back on Sunday to see what I owed and was told there was actually a credit of $60 for acct 6904 which I knew was not right. On Monday I received an automated call saying I owed about $169 which I was willing to pay since that reflects the email receipt I received plus about $10. They went to connect me to the payment line and I was disconnected so I went online to pay, however, my balance was now $191. I called back customer service and asked to speak to a supervisor where I was put on hold for a long time so I hung up. No one ever called me back and they most certainly had my number because I was talking to a rep prior to requesting to speak to the supervisor. I went ahead and paid the balance because I could not handle the back and forth anymore.

Today 10/17/2019 I called on Acct 9036 to make sure the account was closed and no balance was due. However, the automated service said $407.59 was due. I then spoke with Brian who said 2 of the boxed had not been returned but I explained the tech commented that he took the equipment from the prior account. He said he will remove $370 once the equipment is returned leaving a balance of $37.59. He provided me with a control # for the $370 which is 862-5656. I asked about the credit that was promised to me days prior by Lauren for $50.19. Brian then put me on the phone with his supervisor Alysa (Operator ID AST0175) and she said one the equipment is scanned I will see that reflected on the balance but there is no credit and I am not getting one plain and simple. I requested to speak to her manager but she said there is no one above her there and I would have to write a complaint or go to the store. Which is where I am now.

Moral of the story, I have issues with Optimum for a year now. The same situation happened last October where one day I talk to a rep and there's a promotion ot the rate is this or credit of this then I talk to someone another day and it's "I don't know why the other rep told you that." The same thing is happening now. Just with acct 6904 alone, I was quoted at least 4-5 different amounts from the time I scheduled service on 10/6 until 10/17. My wifi constantly goes out both with the old account and new account which leads me to use my hot stop and takes up my data. I work from home so I rely on wifi all day every day. Your service has impacted my work drastically as you can imagine it is not professional when I am on virtual calls and I get dropped off. I am requesting a call from a Director or VP of the Customer Service and Billing department. I have been laughed at, been spoken to in a condescending way on numerous accounts. I am requesting a credit to the existing account for the horrible service both with the equipment and the staff at Optimum as well as for the number of hours I have spent talking with rep after rep.

Thanks!
Nicole
[protected]
[protected]@gmail.com

On October 16, 2019 at approximately 4:25 pm I called Optimum regarding my son's account [protected]) William Delvalle. I informed the representative that since this was a new account we were unaware of the new phone number that was attached to this account. All we wanted to do was get the phone number and then request a change to the previous number we had. I gave him my name (Marisol Figueroa) and my cell as well as my sons information. My son spoke to the representative reiterated the information.
This male representative stated he could not find the information via our names, cell phones or address and kept insisting for the account number that we did not have at the time. I informed him that in the past we verify all information by these methods. He was very uncooperative and refused to help. When I insisted on speaking to someone else or a supervisor he refused. He kept saying he was the one in charge. This lack of customer service is unacceptable. He was condescending and and gave the impression that my son was not the account holder. Now I have given the date and approximate time in the hope of having someone review this call and see the incompetence of this representative. A person like this has no business in customer service and the conversation was very frustrating.
I called afterwards and my issue was resolved with a different representative but it does excuse the poor customer service that I experienced with this individual. I would like to know what action will be taken in regards to this situation. I thank you in advance for your prompt response.

Sincerely,

Marisol Figueroa Delvalle

Just received a computer generated email from Optimum, asking if all my questions were answered. None of my questions were answered. Three calls to customer service, not one of the reps could identify a major outage that has existed for several weeks. Tele Cable, a cable contractor from South Plainfield, N.J., has been on my block for over a week replacing a damaged under ground feed. While this is being done, a temporary feed was run in the trees to provide, what is supposed to be, service. It is awful. Constant pixelation, unable to watch any programming. The thing that is most infuriating is the fact that none of the customer service reps could find this information in their system. I would like to know, what compensation will we receive for the two days with zero service and weeks of subpar service. Truth be told, if I had an good option, I would have switched a long time ago. Would love to hear back from someone instead of getting your computer generated emails that look to do nothing more than sell me multi-room DVR.

I have been having a billing issue since June 2019. My bill went from 434.00 ( for 2 months) to almost $1000. When calling and requesting a supervisor, I was told 3x's one would call me back 24-48 hrs. NEVER did. I am writing a letter to the corporate office and will switch providers when I can. HATE OPTIMUM! not to mention on hold over an hour every time I call. I've been a customer for over 30 years and maybe someone should read ALL the complaints and address some of these issues!

I returned all equipment to Optimum on Monday Sept 16, 2019 (they are closed on Sunday so I could not return on the 15th) Now they are telling me that because the cycle started on the 16th I have to pay for entire month 9/16 - 10/15 for a service that I did not have. Now really, $195 is alot to pay for something Optimum did not provide and I was paying for Optimum in my new location.

Cannot get a person on the phone and when you finally do, after 1 hours, they disconnect you.

Frustrating. A customer of 30 plus years should not have to go through this.

I have been with Optimum for over 10 years and when I switched to Fios at the beginning of October everything was fine. I handed in the equipment on Oct 5 and I thought that was it. Today (10/15) my credit card was charged for a full months service even thought I canceled it 10 days ago and there are still two weeks left in the month. I called customer service and they were useless and explained that my service is charged monthly? I plan on disputing the charge with my credit card company, however I find this practice deceptive and down right despicable. BEWARE!

Hi,

Before taking the Optimum internet connection I had a call with sales team and regarding the installation fee they agreed that will give you the discount than I took the connection and I referred my friend also.
But in my first month bill they charged completed amount for installation fee.
For this issue I called Optimum 14-16 times in one month and till now only answer is will look into it and our supervisor will call you.
Only the thing that they should not commit before if they are not going to provide any service. Now they are saying we can't wave off your installation fee. Please don't loose trust in you..

I tried paying with my checking account online in August. The payment didn't go through. I tried paying again in September. The payment didn't go through.
Optimum charged me return fees. Optimum corporate offices of disputes told me I entered the checking account number wrong. I had
No proof of checking because optimum deleted all of my payment methods online. I just tried paying again with my checking account for the third time yesterday and the payment never went through. The lady I spoke to lied through her teeth. I screen recorded myself paying with the actual checking account number for proof. I guess my next steps are Arbitration/

Since July, 2019 I experience interrupted cable service on multiple TV's. Each time I followed the auto prompts on Optimum's customer service number to "reboot" my TV's and each time the service repeatedly failed. I finally reached a human being and scheduled a service appointment for August 30, 2019. After spending 2-3 hours in my house the tech could not fix the problem. He thought it could be with the wiring in the walls which he couldn't touch. He provided a temporary fix by running a cable along the floor from the basement to one of the affected cable boxes. A second appointment to try to fix the problem was scheduled for September 1, 2019. After waiting for the tech for 10 hours, no one showed up. On September 13, 2019 a third appointment was scheduled. On that date, within one hour, the tech diagnosed the problem as an issue with the outside cable leading from the street to the house. He replaced the outside cable and the service was restored. His opinion was that the prior tech had no idea how to correct the problem. Optimum refuses to provide any credit for the loss of cable service (other than $15) and is charging for the inhouse service call that didn't fix the problem ($80). Optimum's literature specifically states that outdoor problems with their equipment are serviced without charge to the customer. I have spent hours on the phone with Optimum representatives. Not one of them spoke clearly over the phone. Not one of them had the authority to deal with my issue. Each one promised a return call within 48 hours from a supervisor. After a fourth call I did get a return call form a representative who was not a supervisor, had no authority and did not speak clearly. After 30 minutes with her I was awarded $20 for the no-show service appointment and no other credit. Optimum should be ashamed of this performance and the lack of customer service. But due to its monopoly over cable service in LI it doesn't seem to care. I'm not aware of any means of recourse against these practices. Any thoughts would be appreciated.

i have had little or no internet and wifi over the last month spoke with reps on phone from optimumat least 8 hrs total over last month made me pick up new router then new moden tried to download wifi and internet from main office at least 6 times in last 4 wks from main office finally sent tech to building i live in.apptmt set at 11am.tech called me at 1030 said he already arrived and found problem outside my apartmentin junction box where only technicians have acess a crimped wire came inside to see if i had service and left Optimum is trying to charge me $80 for call saying tech reported doing wire work inside my apt NOT TRUE A LIE spoke to reps will not credit me, Ihave been a loyal Cablevision customer for 35 years never before an issue this new company is no longer providing service located overseas and is defiling the american way, I will not payI also own a house with full service Optimum$ 225.amonth will remove all services ASSENZIO [protected] [protected]@gmail.com

Have moved and had to disconnect my phone, cable, internet service with Optimum. WORST CUSTOMER SERVICE (if you want to call it that) I have ever experienced. There is no way to get a human being when calling Optimum. Even store locations give you an 800 number which routes you back to the same automated message. I spent 2 days trying to disconnect service and spent hours waiting on hold for someone to take my call - just to disconnect service. Finally, I called and said I wanted to add a service, and my call was answered within 4 minutes! And that is not an exaggeration! I honestly don't understand how this company stays in business! Now I am trying to get information on equipment return, and it is the same problem. IT'S NEARLY IMPOSSIBLE TO GET A LIVE PERSON!
OPTIMUM is the WORST! Now they are trying to charge me a ridiculous sum because I didn't send back 15 year old equipment. WORST... COMPANY... EVER!