Optimum
Reviews and Complaints

They have been charging me for the last 2 years for equipment I don't have. They never gave me the package I was paying for either. I have tried to call in many of different occasions and could never get through. My bill was supposed to be 84 a month but they charged me 94. Then they went up to 114 and last month August 2023 they went to 140 and can't tell me why. When I went on line it said my bill is unavailable. Customer service hung up on me when I called them trash. I HATE THIS COMPANY. I will be placing a law suit on them and will dispute the charges on my CC.

unable to connect to wifi

they always tell you same thing -- you need to reset your password but it never works. If you have multiple devices and cars its a major time issue. They will not escalate to their Technical group ---:Shared Services without resetting pass word

If you call like I did today they say we will connect you in 5 to 8minutes

first time 29 minutes, after cutting me off then 1hour 3 minutes to answer while on hold -- impossible to hear them since there is so much background noise. They agreed to have a MGR call back

Yes they called back and when I picked up they hung up.

Their wifi when not at home never ever connects since I was told they dont service or repair them and best to not allow Optimum wifi on your phone.

We have a problem that was created by a promotion we were promised by one of your sales persons from the Teays Valley office (Darin Smith). We were approcahed by him and another gentlemen, who's brother was in the car with broken leg.

We, my wife and I was approached in early May by this guy and two others, one who was in the car with a broken leg about us being chosen to receive a promotion that Optimum was having. He (Mr. Smith) asked us how much we were paying for cable and phone and internet. We told him and then he said what if we COULD GIVE YOU WHAT YOU STILL HAVE and add internet and phone for less than what you are paying now? We were hesitant to go with the deal, but it sounded too good to pass up. We decided to do it and now REGREAT that we did such a thing.

When we received our next bill it was for $206, not the $155 we was promised by Mr. Smith, I called Optimum and told the customer service representative that the bill wasn't right. She fixed it to where it would be $155 or less. What she did was take away the HBO and Cinemax APP that was on our bill. We thought that was for the smartphone and kindle.

What we didn't know was until we turned over to HBO which we have had for over 42 years was that it was gone. We lost our HBO and Cinemax when we did away with the App For us to lose that was devasting. We were told by Mr. Smiths that we would keep everything we had which we had a package deal which included HBO and Cinemax

We are one very happy customer and will be going not only be to the FCC but to our State Attorney General 's office with this complaint.

I would love to talk to someone about this situation before it gets to cold and nothing can be done about it

My phone number to reach is([protected] or [protected] or email me at [protected]@frontier.com

One Unhappy CAMPER AND CUSTOMER

I previously switched one of my mobile phones to Optimum and had no issues with service and the process was super simple. I decided to add another line to my plan and I have had nothing, but issues.

First, I was able to add the line and once I submitted my payment information and hit submit I kept getting an error code 400. That kept saying please try again.

Well, with most companies if a transaction doesn't process, you don't get a confirmation number or anything. I tried again three more times, before getting a confirm.

I only received one confirmation, yet throughout this whole process I ordered two lines and my card was charged not once, but "EIGHT" times! $20.73.

I immediately call customer service who is very dismal to say the least. Absolutely no care or concern at all. All they could say was I see you were only charged twice for two phone lines. I will have to put a ticket in and someone will email you and it will then take 3-5 business days blah blah blah.

It was your error, not mine. I have the screen shots showing the message. It was almost as if the error was done on purpose as the desired outcome would be to overcharge the consumer. Customer service was NO HELP. I was not confident at the end of each call that I was being helped. Mind you I waited over an hour just to speak to a customer service rep who provided mediocre service.

I also was set up to have internet service installed on Aug. 19th, but after this is all resolved will most likely take my money and business to a carrier that actually listens to their customers and addresses their concerns.

We were offer to bunble our phone, internet, and cable for less than what we were paying our cable of $165.00

When we recieved pur first bill it was $2324.00. Called and got taht taken care of I think, what I didn't realize that we lost HBO and Cimemax

We have been with Suddenlink for 37 years and get taken like this?

I would appreicate a call at [protected].

They came out to install the internet service I ordered with Optimum. The installer said someone made a mistake, Our service does not come this far down this road. He said I will let them know and they will mail you your refund. That was on August 12, 2022. That is almost a year and still no refund. I'm still waiting for a $40.00 refund. How can I get that refund?

In June of 2023 I canceled my service with Optimum to switch to fastwire. I was told my service was paid until 9 July 2023 and then it would be disconnected and I would need to send back my modem. I was contacted a few days later and provided a deal to stay a member. The deal was the net two months free of charge, a $100 gift card for the lack of internet I had for the previous three months, I would get a new modem so my internet would work, and my bill would be $50 forever after that. On the 25th of July 2023 $150.14 was pulled out of my account. When I contacted Optimum They stated the charges were an error, and they would put credits on my account so I would have the next three months free. The customer service representative I talked to on 28 July 2023, stated they could not reimburse me the money they stole out of my account.

I got charge for a phone I never signed from FedEx. I was charge $60.33 For a phone I never wanted and for fours days. I just want the money I lost or two months free If decide to take your service agan. I been so stress out over this my hair falling out. Please do the right for a loyal customer. Nobody wants to help me or care to help me.Contact number [protected]

i've had their service for awhile and initially got it because it was suddenlink and the fast service in my area. optimum bought out suddenlink, right now i'm pay about $126 a month for horrible service when new signups are paying 30-40. since optimum took over the service and speed has been getting worse and worse. i have a 400 meg service but im only getting 96 at best. every time there is an outage in my area the service gets slower each time its restored and now its to the point lag in all games and stuff i do online is so bad they're almost unplayable. i call customer service the automated support restarts mt equipment, of course i've already dome this it doesn't fix anything. i get a tech who is from india and doesn't understand anything. has me restart everything yet again of course it didn't fix anything. then her reply is well its not a problem on your end. then goes into sales pitch garbage saying how they pride themselves on their support etc., and asks if she can do anything else for me. Anything else? you didn't fix my problem, and didn't know what to do! MOST OTHER SERVICE ARE SATELLITE AROUND HERE AND AS BAD IF NOT WORSE. so why am i paying for a package, internet speeds, etc., i'm clearly not getting, i'm getting ripped off and the company doesn't provide competent support, if any. i had a previous dispute with optimum when it first bought suddenlink after much arguing i returned their equipment and bought my own modem which worked great until the last 2 or three months, now their service is once again getting worse and worse with no support at all from them. i never had these problems when it was suddenlink it wasn't until optimum bought them my problems started. btw. i switched from optimum to suddenlink because i had optimum and their service, etc., was as bad as it is now, after i switched to suddenlink no problems, once optimum bought them out my problems started again.

I had my Fiber internet installed on Wednesday The 19th and it Pon light was blinking the tech told me i would have someone come back with 24/48 hrs to resolve it as it was an issue on the tower. Nobody ever showed up. I then had someone come back on saturday The 22nd that tech came in climbed the pole said everything there was fine Optimum just needed to send a signal and he would wait outside for a call. He didn’t wait he just left. I then was told after tweeting @optimum there was a same day appointment again nobody showed up. It is now day 5 with no end in site my job my livelihood is at stake and there is still no resolution

At Optimums suggestion I switched from coaxial service to fiber optic service. They claimed it would be better and less expensive. I have had nothing but problems since the switch. I lose TV service in the middle of watching a show. I just lost all service for 3 days and a technician came today and fixed everything. I come home from work and only have TWO channels. I am told there is an outage. You literally have to beg for credit but they steal your money relentlessly.

We just bought a house and had a scheduled appointment for just wifi connection. Optimum sent a contractor to our house who came dressed as if he were ready for a night out in the town. He only had to install wifi for the internet! He looked around and noticed how long the job would take and since he’s a contractor and gets paid by the job and not by the hour and he didn’t want to get his brand new white sneakers and white shirt dirty he called in to dispatch to advise them that we wanted to “reschedule”. We got a call from dispatch and we advised we absolutely did not want to reschedule! We spoke to supervisors at optimum who were extremely rude from the second they got on the phone and they literally told us “well you’re not getting service today and that is it!” Now we have to wait 48 hrs because they put that there was an issue outside and maintenance needs to come which is such a waste of time and effort for the other workers who actually do their jobs appropriately! We do not need maintenance we just need cables tan for our internet. Such an easy job to do. Unfortunately we re forced to get optimum because of where we are living but Spectrum will always be my number one choice! I really want something done about this and my next letter and complaint will be to corporate.

I have been having issues with different channels being scrambled and getting error 200 throughout the day. Contacted optimum and they sent out a tech. Tech came out and said there was a bad wire outside. When he left the channels were no longer scrambled. Later that day we realized the phone was now down. Tried calling tech back and his voicemail was full. Sent text never heard back. Contacted customer support and they were no help. Scheduled a new tech, which is coming out today. Come to find out. The tech left the outside box open with a giant mess of wires. Channels are once again scrambled and now more channels are being scrambled. Phone is still down. When you ask for a credit for this mess that they caused you get the answer of “there was not a widespread outage so they cannot issue a credit”.

In Sept. 2021 I purchased a New Arris Modem on Ebay and returned the Optimum Moden I was renting to their Riverhead, NY store. This month I saw that I was still being charged for renting a modem. When I called I was told by Ray (an Associate) Lianne ( supervisor) and Sandy from Optimum Corperate Office in Jerico NY all said that Any Arris Modem purchased Anywhere, is considered Theirs and therefore subject to a monthly rental fee. I asked if the NEW Modem I purchased was Stolen? they said No, but it's still Ours. I asked if the Modem should say Property of Optimum anywhere on the modem, they said NO, but insisted it was still theirs and subject to rental fee. I saw that even today I could purchase a ARRIS Modem on Ebay, Walmart.com and Amazon. How can Optimum claim to own a moden I purchased.

I notified company on 5/19/23 to have service cancelled due to a move out of state. It was to be effective immediately I received a bill for billing period 5/21/23 -7/17/23 for $101.58. When I called customer service about it i was told I owed it because it was not disconnected during their "billing cycle" and as my account had been terminated they could not issue me a refund. It was on auto payment so they charged my credit card the $101.58. I explained I did not owe the payment as they did not provide me a service, but was still told they could not refund my money.

My wifi network simply disappeared. Upon calling the telephone support line,I was told that I had a faulty "router" and needed to exchange it. I had a ring doorbell installer on site which drove me to the Hauppauge store because my car was in the shop. Upon return, it was advised to "self install". I couldn't because I had no internet. After over 4 hours on the phone, I had to pick up my car. The next day I was told by a supervisor that my ticket would be closed even though the issues were worse and unresolvrd. I spent the good portion of my Sunday discussing and waiting patiently to have the new combo "router/modem" installed which i thought was just a router. So much confusion and 2 additional hors later i now had no land line phone service. Clearly there are no "experts" on the phone handling these issues. I finally called back to disconnect my entire services and to discuss with a supervisor where a technician was scheduled for the now 3rd day in trying to resolve what started as wifi network missing and unavailable. The technician Kevin Drake was superb but your on line customerb"service" is severely lacking. I think Optimum owes me for my over 6 hours on the phone and a trip to the store to exchange equipment that didn't need so causing every wifi device in my house to be unrecognized. My land lineb631-582-0363. Have a CEO phone me so I can detail all the issues that Optimum failed miserably on.

Thank you

Patricia Goodwin

I have been a costumer for over 2 years and its been nothing but issues. I needed a extension on a bill till my next pay check. This is the first time i have ever called and ask for a extension with this company. I spoke to a guy on 7/2/2023 and was informed that my service would not be interrupted before i got a pay check. I had called back on 7/3/2023 to make sure that it would not be interrupted. The supervisor i spoke with informed me that it would be disconnected 7/4/2023 something completely different then what i was told the day before. I also was informed that they could only give me a 5 day extension. I asked when the policy was changed and was told that it is posted on my bill that i get every month. I looked at my bill and all the fine print and not one time is it posted on my bill that they only give a 5 day extension. So im so confused how one person can tell me one thing then the next day its something completely different.

My situation occurred in February of 2021 I moved to a Newtown and optimum was then called sudden link they were the only service provider for my apartment complex when I first initial initiated business with them I chose to opt on a home phone Internet service and also cable I later found in about two months that the cable provided was not adequate enough for the price so I canceled about two months later after that I canceled the phone service because it was an old phone number that I kept getting bad calls from Mind you I am a work from home single parent mother so I had a income that was based solely on reliance for my household when I chose sudden link I was very disappointed with their service because it was blotchy I kept having bad pockets within the service there were days where there was no service and again I was paying top dollar for the top speeds that was a requirement for my job about eight months had gone by with this lapse in service but bill being paid in full and there was nothing that suddenly did about it they would send out the same technician who then moved into my apartment complex and had the same issues himself fast forward to today I have moved away from the property that I was living at and has been gone for about five months I called optimum in March to cancel the service they told me that it was canceled I wouldn't have to worry about it fast forward to May of this year when I received a text message saying that I had a total of over $400 that was due when I looked into it it was for a missing modem for the Internet and for a past due balance for service mind you I discontinued the service back in March today is Thursday June 29th I received a phone call telling me that a technician was on their way to resolve my issue again I'm not sure where the miscommunication came in but I no longer stayed at that property oh not to mention after the eight months of service in October I lost my job because of sudden links lapse in service for about a week I have gone through hell I ended up having to go to court because I did not have funds to pay for my rent due to me losing my job because of optimum now they are still continuing to harass me about a past due balance where it was their company's mistake for services that I no longer should have been receiving I don't know who I need to talk to about this but I'm looking into finding a lawyer! Not only were their bills paid but I lost my job I lost pay I ended up getting kicked out of my home with my daughter all by myself and they continued to harass me about charges that are not my responsibility run far if this is your only service provider! When I spoke to a representative this past Monday he told me that the balance was because of the missing modem I received a confirmation email on Wednesday stating that they received the equipment and that the credit would be back on my account then I got a text message saying that I owed a hundred and fifty nine dollars do you want to know what they told me that balance was from? they told me the past due balance of $19.77 had accrued all these late fees and now I was due a $140 to this company I am beyond irate at this point because I'm being harassed I have every single receipt that I need to prove that they have caused me nothing but trouble I have a book pamphlet from my job of why I got fired because I did not have adequate Internet service which was suddenly links issue now all of a sudden they're optimum. Since they will not conduct business in a proper way I will find someone to sue them because in my eyes I feel like that's what they want from me at this point they caused me so much pain and suffering from losing my job losing wages and having to be put out and taken to court because of not being able to pay my bills on time!

On June 21, my cable box stopped working. I contacted Optimum to attempt to resolve issue and the "technician" asked me for all my information, then asked to me unplug/plug back in box, and then decided that I needed to go exchange my box for a new at any store. I asked if I needed to make an appointment or anything, he said no, just to unplug box and go to the local store to exchange. On Friday morning, I was able to take the day off from work to go to the closest Optimum store. Upon arrival, I was told that they did not have my Altice All in One box to replace mine, and when I asked where I could go to get one, he stated he had no idea. He then proceeded to get me two boxes: one with a cable box, and one with a router. He also provided me with battery packs and cords, remote, batteries, a splitter, a coaxle cable, and a pamphlet. Once he printed the receipt, he told me to go home and "scan the QR code and follow the instructions to install the equipment". I laughed at how I needed to go home and play technician, and still pay for my bill at the end of the month. I walked to my car fuming, and decided to contact customer service to inquire where I could go get an Altice All in One box, seeing as space was limited, and all of this equipment was too much to place int he space at home. I chose not to leave the parking lot in the event I had to go back inside the store to leave this equipment. In speaking with Antoine, he stated that I "should NOT have removed the box; a technician should have come to do that". When I told him the direction I had been give by their technical department, he stated he didn't know why. Then I asked where I could go to locate an All in One box, and he placed me on hold, only to come back to tell me that they are "phasing those boxes out". Upon arriving home to play technician, I scanned the QR code and followed the instructions to the "T", only to have a screen pop up to contact the technical department, which I had the distinct honor of pseaking with "Omar", who was rude, nasty, and refused to help me complete the set up; after an hour, and me begging for him to transfer me to someone who was willing to help me, he hung up on me. I immediately called back, and got "Muhammed" on the line, who after hearing what Omar had done and not done to help me, was patient enough to walk me through having to set up a splitter, connect coaxle cables, and to dsicover that I was in need of yet another coaxle cable to finish the connection. I needed to go to the store to purchase one, and Muhammed agreed to call me back the next day, Saturday morning at 10AM when he shift started to make sure I was complete in my setup. He, in fact, kept his word, called me back, and we were able to connect the cable and ALL WAS FINE until this morning at 6:30AM. I was watching a news channel, and all of a sudden, the screen switched to read "You can be watching this channel in a few minutes if you call this 800 number to upgrade: this was happening on all channels. Now, you may be thinking, "was the bill paid"? Yes, it was all current and paid for. This was clearly a problem from their end. I called again to speak to someone from the technical department, only to speak to four different people, and get hung up on. To end this disgusting, abhorrent, and dismissive behavior from this company, I called back one more time to cancel my service. I also took time to file a complaint with the FCC, and file another complaint here. I was also advised to contact my State Attorney General.