Optimum
Reviews and Complaints

THIS IS THE MOST MEDIOCRE SERVICE I'VE EVER HAD.

Not only does the internet service suck. But the fact that they disconnect every time I call them and the person doesn't understand what I'm saying half the time sucks.

"Optimum lets connect more?" More like Optimum can't wait to disconnect and get back on my Verizon phone plan.

Good luck my friends and family are leaving too. Get your customer service up to par.

On September 4, 2019, I called the Optimum service which incidentally has a monopoly in my area. Not only was the service curt, the service representative was hostile in resolving the issues mentioned, and dropped the call as well. It's exploitative of paying customers that they are able to maintain a monopoly and there is almost no way to submit complaints about service as well. Optimum is a terrible company, and really should be sued for violation of anti-trust law for monopoly dealings in certain areas of New York

I literally have the [censored]test wifi no thanks to Optimum. Everything was fine until something went wrong and now my wifi won't let me go on certain sites or certain apps on my phone. My mother has called and complained to Optimum multiple times and they haven't done jack [censored]. The most they've done is come to my house and dig. They said there was a problem they needed to fix in my street, it's been two months since they've said that and no work has been done. I am sick to the back teeth of having slow internet because Optimum can't do their job. So I suggest that Optimum comes to my house and fixes the problem in one day and makes sure everything is fine or some legal [censored] will go down. I am so done with Optimum so if they want me and my family to keep giving them money I think they should get off their [censored] and get some [censored] done before I lose my marbles!

I was issued a $85 bill for service call. I asked on the phone if there was a charge. I was told no unless I was not there when they showed up. I was there. They changed the box and no improvement. Called again. They came out a week later. They said the problem was with the splitter outside. Changed it. When I walked in a service tech said he changed the jack inside to. He said " prob nothing wrong with it but I'm here". That's what I got charged for. I never was asked and also was told already that there's prob nothing wrong with it. I called and had fios put in the next week. So they lost my monthly subscription. I recited the bill for service today which I promptly threw away. They will not get it. If I have to go to a lawyer and pay $1000 to not pay them I will
David Tender
[protected]
[protected]@gmail.com

I was given an appointment date for 8/31/19 between 2 and 5 PM. I live in a basement apartment where cell service can be a bit spotty. I recieved a voicemail from optimum at 3:08 PM stating to call them. At which time they told me the technician had been there at 3:06 PM and I was not home and that the earliest they could come back was 9/5/19. UNACCEPTABLE. I then wasted the next 53 minutes on the phone trying to rectify this with optimum where I consistently heard there is nothing we can do. The first representative I spoke to I had asked him to speak with his supervisor he then tried to talk me out of speaking to a supervisor telling g me there was nothing even his supervisor could do and I asked again he said please hold and connected me to a woman named Sasha who was not a supervisor and when I asked her to speak to a supervisor she said that a supervisor would call me back within 1 to 3 hours. Again UNACCEPTABLE. I then called the retention center and within 3 minutes a very nice representative named Lee had a tech coming back to my house within 45 minutes. So far my experience with optimum is very bad and I dont even have the service yet. The way this was handled today with the exception of Lee was completely absurd. Why did I have to jump through so many hoops just to get an answer or speak to a supervisor (which at this point I still have not). I am very unhappy so far and this needs to be fixed. Any questions please contact me my name is Keith Duffy and my telephone number is [protected].

Thank you.

after providing emails and proof - including bank statement showing 151.00 plus -optimum mades promises to pay -confirms it on phone -then promises to pay the 151.00 contract rate due date by reps was aug 22nd -and debit card of 99.00 was soon to follow - the service is a bid fraud - the 2nd computer -has bad connectability - microsoft, and nikkon down load wouuldn;t even work - a fcc complaint was filed, and a rep called says he see nothing -although between 4-5 emails were sent -every time ithe same result -the rep then stated payment would be 125.00 not 151.00 plus -no payment credit - rep got cute, and said i will get the 125.00 - but when asked when -it wasw another 4 -6 weeks ---back to first base optimum seems to be a real scam - i had fios for years, and all my stuff worked -but seems that fios, violated the contract - and the package would need to be updated to a higher deal i didn't need -optimum router/modem has been a promblem from the first day ---- buyers beware -pass this on, don't get scammed

Optimum reps are uniformly nice on the phone, but how does that help when all our service, internet, phone and TV was installed incorrectly by an installer who clearly didn't know what he was doing. Could have been from a Borat movie, honestly. It took three weeks, five visits to resolve the problem, bingo, he'd attached it to the wrong wire. Five visits meaning, bad or no service, time wasted waiting etcetera. When it came time to give us a rebate, the system only allowed us four dollars. Impressive work on their part, a system that cannot be denied, some mysterious central computer that makes them money at your expense. I am looking into finding a different provider, but our block seems to be in a dead zone for that.

I do not use TV or Phone and wanted to cancel both but keep my internet services. The company raised the rate for the internet connection to more than $86 and, I believe, that was before taxes - so in effect -I would be paying more for just internet than if I just kept all services. The company includes a pricing insert with their bill - that insert has internet services ranging from $29.99 to $64.95 - NOWHERE do I see any cost of $86, nor do I see any statement about bundled costs. This is false advertising - I want them to honor the prices that they documented and claimed was accurate as of July 2019. In addition, they are fraudulent - depending on who you are, the prices for the same service vary greatly. If you are from Brookhaven and have virtually no other internet provider choices - they slam you with pricing - not so if you are able to switch to FIOS. I want my bill adjusted to reflect the prices listed on your bill insert for internet service.

I am a 30 year loyal Optimum customer. I inqired about your offer for Altice One, one price for life. I was told that as a loyal customer for 30 years I do not qualify, only those who have left optimum or never had optimum are eligable. That is not how you treat loyal customers. This is not a one or two year promational deal, this is one price for life.

Add to this mix the false statements I was given by several of your employees and the over 2 hours of hold time I had to sit throught I deserve the oportunity to partake in this promotion.

As a 30 year loyal customer who was given false information, never received the reurn call I was promise and wasted over 2 hours on hold to speak with a respresenives of optimum I deserve this promaiton.

I have been a customer of opimum for 40+ years. Until recently I have not had many problems. However the last couple of lmonths I have had constant service interruptions, with cable and internet. I pay $ 6.99 a month for service protection.

I have had service calls twice in the last two months. The first was totally ineffective. One hour after he left I had no internet again. I had to go to the local store. The second call resulted in a new box and the old cable box was taken by the service rep. I again had to to to the store and exchange that box because the same problemhappened all over.

When I was at the store the representative told me that I was being charged for 6 boxes. Itold her that was incorrect and I only had five. She said she would give me a list to compare it to the boxes I had at home, whixh she did not. Instead I now have a bill for 7 cable boxes.

I have called the office4x only to have them delete ad add back on, hang up on me, advise that a supervisor would call, and received none. and lastely, all my information has be investigated and I will receive a call in 4 days.

In addition I was advised that for $3.00 a month more I could rewind regular tv, with a small flash drive. I am beingg charge $17.99. In additin I am being charged partial month activiy on cable boxes I do not have. And lastely, I am still having problems with the DVR not being available and extremely show internet.

My name is Darlene Fanning /[protected]@optonline.net

I contacted Optimum to discontinue my internet service. The original rep in the phone did a good job. But once the retention manager was put on the line, I was badgered aggressively by someone named "Nish" or "Neesh" and told that she would not be able to discontinue my service if I didn't listen to her sales pitches or if I didn't answer her questions. After going in circles she made me very upset and I refused to continue the conversation and I just wanted to cancel my service. I still haven't received confirmation emails and now I have to call back to ensure it was cancelled.

I might have considered Optimum service again in the future, but not after today's experience with the retention supervisor who would not process cancellation unless I listened to her spiel! Very angry about the way I was treated by this supervisor.

I have serval things that I would like to address about your "Off Shore" customer service representives. On August 20, 2019 I was suppose to receive an installation of Altice One form 8am to 11am and they never showed up. So I called you 800 and a spanish speaking man answered my call. I told him that the installer never show up. He basically made me repeat myself serval times then he started regurgitating what I told him several times and and wanted me concur each time. So I was feed up and ask to speak to a supervisor, then he ask me "Why" I replied that it was none of his business just transfer me please then he got really indignant with me questioning and yelling at me. You should listen to the phone conversation, then reprimand and retrain him on:
1) Never question a customer when they want to speak to a supervisor
2) Talk to the customers with respect at all times
3)He should never lose control and be closley monitored, because you will lose a lot of customer with hi attitude.

Then on Thursday, August 22 the tech guy never showed up agsin for installation and I encountered another rude mouth "Off Shore" employee of yours again who hungup the phone on me. I think your "Off Shore Employees" thinks that when a customer ask them to be transfered to a supervisor then they will get in trouble or worse be fired. I called back and spoke to a supervisor named Richard and told him what transpired and he said that he would look into it. Then he rescheduled me anothe appointment for today Monday, August 26, 2019 from 8-11 am. The tech guy showed up with Samsung boxes not my request of Altice One and my service level has been downgraded. I cannot convey the frustration that I currently have. So I called your 718-617-3500 and came across a rude and disrespectful "Off Shore Employee" again. At first she was nice and caring, but she did not have the autonomy to do anything so I ask for so to speak to her supervisor. Oh my God Dr. Jackley and Mr. Hide came out. She replied "Why, I told you that they cannot do no more than I can do" I replied that I heard what you said just please transfer me, thank you. She kept going on the and Optimum rep call on the house phone and I told her to have a nice day.

In a period of one week I have been on multiple phone calls with your representatives and lost 3 days pay for taking off work for installation of a product that I did not ask for. In addition, spend countless hours on the phone with several of your untrained, disrespectful and ill-mannered "Off Shore" customer service representatives. I have had Optimum for years and never had a problem with your customer service staff until earlier this year.

Dissatisfied customer,
Rochelle Touré
[protected]

I

Optimum rep (Jennifer) & her supervisors scheduled a tech to come to my home to reconnect the 17 wires between my house and 2 neighbors after all of our electric was restored from a blown transformer and fallen tree. We waited 50 hours and finally had the appointment set. About 15 minutes later a woman from Optimum dispatch office (800-333-4857) named Erica called me & my neighbors & said the following, "The rep should have never scheduled an all day appointment for you, our techs have been working all day and are tired and we do not have anyone in the "pool" to come fix your wires so you will need to be home Wednesday that is the soonest I can have someone out to you". I said that is unacceptable. There are wires laying all over the lawn, draped on the roof and across the driveway and it is a hazard so someone must come as scheduled. I even told her that a supervisor authorized the original work order & she replied, "that's not my problem they didn't have the authority to do that" She then tried to speak over me, I told her to have a supervisor contact me and as rude and snide as she could be, yelled, " I don't have a supervisor around to call you which doesn't matter anyway because like I said 5pm - 8pm is too late and no one will be there"! This dispatch rep was not only disrespectful she was extremely unprofessional and she should NOT be working on the customer service side at Optimum. I called Optimum and explained what transpired and I said please understand that these wires are dangerous hazards I have small children and pets and if they trip or get hurt due to your incompetence Optimum will be assuming all liability in the lawsuit that will follow. I have no qualms going back to Verizon or another cable/internet/phone service provider that would be happy to come here and put the wires back up on the 45 ft poles where they belong, NOT laying all over my yard, my neighbors yards and across our cul de sac!

In May, we changed the service from just TV to Altice with cable and internet service. The technician said I will take care of returning the old cable box since you had new service installed. I thought all was fine . In May I received a bill showing a ($54.70) credit on the account. Then in June I receive another bill for the old service for $127.80. Called Cablevision to let them know I just paid a bill for the Altice service and this is a mistake. At this point I was told that charge is for the equipment you did not return to us. So I explain that an the tech took the old box. They tell me they will do an investigation to locate the old box and would call me back, this was on June 03. No call back so I call them on 7/24 and I am told they have the box and will credit my checking account. They had the account number on file. I wait a few days and no credit to my account. Call back on 7/29, where I am told that I do not have a credit because they are doing me a favor by using my credit to pay for the equipment and writing off the rest of the balance. So I tell them, last week you had the equipment. So they take my number and tell me they will call me back to let me know what happened here. No call back again so I call and I speak to a woman who tells me yes we have the equipment but I do not have a credit.anymore She cuts me off and I call back again. Each call is at least a half an hour and I get cut off and no return call . The next rep tells me he is going to get to the bottom of this and will call me back. All that happens is he cuts me off. I wait a few days, and call again. I tell the rep I want this resolved today and want my credit back, I tell him how frustrated I am because no one has ever called me back and he tells me yes we did. NO, you did not and then cuts me off. I am tired of this and want my $54.70 credit returned. The customer service is horrible. Multiple calls and still not resolution. Do I have to file a BBB complaint to get my credit back? All I want is my refund for account #[protected]. Also, I asked to speak to a supervisor on multiple occasions and each rep told me I will transfer you and all they did was cut me off. I have spent countless hours speaking to your customer service department and am fed up at this point.

In the 15th-20th days of July I received in Optimum online several times red notification about Optimum Internet out of work. Naturally, I got CHAT and was told, that Optimum send to me technician, I agreed. Technician came, but could not make wifi connection working, instead made connections with yellow cord directly to my computer. I discovered, that it worked very badly and said it to Chat again. Nothing in response Optimum sent me another technician, who removes this yellow cord and restores initial configuration. Then, I received bill to pay for these two visits $160. I made contacts with Optimum, that I, myself, never ordered visits to my home technicians, This is act of correction of wrongdoings of Optimum itself. I request to correct the bill. This, last bill has one more serious error, and this is a matter of my separate complaint, but for now I want Optimum to remove Service Call Fee $160 of 07/24/2019 and let me to continue paying properly its bill.
My Account is [protected]. Please, be advised, this complaint will be redirected to Dept. if not revised: Genrikh

I am now in the midst of a repeat of a problem that occurred 9 months ago which took 3 weeks to resolve. My cable TV went down on Wednesday, 8/14/19. After literally begging the service rep we were given an appointment for today, Thursday 8/15/2019. The technician and an associate were here about 15 minutes at about 2pm. They said there was a defective wire outside the house. They repaired it. The TV was working.

An hour later the TV stopped working again. My wife called customer service and after much hassle finally got a live person. This person should be terminated! She cut my wife off with no explanation and after a few minutes returned. She told my wife to get a new cable box. We did that during resolution of the initial problem --- that was NOT the cause witch turned out to be equipment attached to the line inside the house as my wife explained. My wife wanted to speak to a supervisor. The customer service person would NOT connect my wife to a supervisor. We have a live repair visit scheduled for tomorrow afternoon. (SO NOW 2 EVENINGS WITH NO TV!)

WE WILL BE TERMINATING OPTIMUM VERY SOON!

Why are your company charging me.For your worker [censored] up!If I take my car to an shop.And the mechanic break anything. Their shop is responsible to fix whatever they broke at they expense not at mine. Then for me to go to one of your buildings on West Market Street there was there was no getting through to a person I don't understand that. All that place kids about you making a payment the same wave you call online I really calls for me time still don't get a person on the phone how do you file a real complaint

I was an Optimum customer and was approached by Verizon to switch services which I did because Verizon was giving me a better rate. I believe the switch to Verizon happened around 3/28/19. Shortly after I switched, I received a phone call from "Fabia" from Optimum saying they wanted me back as a customer. They offered to reduce my plan to 124.99 + tax (they said my bill would be approximately $150.00 per month with taxes) for the exact same services I had when I was previously a customer just a few weeks prior. They also offered an $150.00 credit and additionally they offered to reimburse the early termination fee I would be charged up to $500.00. At that time I believe I declined the offer but was contacted again with the exact same offer which I decided to accept. They made the offer and I reiterated it back to them to make sure I was going to get what they promised. My Optimum service restarted April 18. Two issues ensued. The first was they did not give me the same services I had previously for the price they promised. After calling multiple times and spending hours on the phone they agreed to an additional credit which brought my bill to around $165.00 which I agreed to because I was disgusted and it was still a bit cheaper than what I would have been charged by Verizon. The second issue was they would not reimburse the early termination fee of $350.00 I was charged. I sent the necessary documents to their proofconfirmation email and eventually I received the email response that I did not qualify for the early termination fee. The reason given again after multiple phone calls was that I was a previous Optimum customer which disqualified me from the reimbursement which is ridiculous as the reason for them reaching out to me in the first place was because they knew I left Optimum. The most recent explanation by Optimum's customer service was that the policy is that a customer "MAY" qualify for the reimbursement. But both solicitations to me where very clear in that I "would" be reimbursed. There was no "MAY" as if there was I probably would not have renewed my Optimum service. And I did not misunderstand as it was two separate occasions and two separate Optimum employees that made the same offer and I repeated the offer back to them and they affirmed what I repeated. Additionally the initial conversations that were supposedly recorded are not to be found.

We signed up July 11 for auto pay, on Aug. 8 we got a letter they were shutting off our service unless we paid we signed up again, got confirmed, tonight Mon. Aug 12th
all services were shut off. they said they tried to put thru cc and was denied, cc company said no cc was ever put thru, if the card no was wrong, why did not someone call us and tell us that. I spent 1 1/2 hrs on the phone before I finally
called and gave them another, same company cc number that went thru.
I am so very annoyed with your company, We have been with you for over 35 to 40 years
and never did we not pay our bill. We are in our 80's and were so upset over this
my husband almost had a heart attach, just trying to resolve this matter.
I need to talk to someone other than your representatives that have no
authorization to od anything this was quite disturbing. I had pains in my chest
as well as my husband.
This is what you do to long term clients that have never left you for another company.

My name is Shelly Baron, acct under P. Baron 21 Linda Ct. Montville, N.J. 07045
my acct. phone number is [protected].

I truly expect a call from someone who has authority that we can talk to.

This was really a very horrible experience.
Shelly Baron

Prior to closing on our house I called Altice/Optimum to notify them of the date. They told me to return the equipment which would close the account(July 1, 2019). I was told the return/cancellation date would be reflected on my final bill. I had no reason to question that further.
What I wasn't told until I questioned that bill is that they won't rebate the excess paid for the month of 6/14-7/14 (since we're billed a month in advance) because I wasn't moving to a state that could provide continued service. I was billed an extra $142 for 2 weeks of service never received! A chat rep told me this was their policy, no deviations, despite what I was already told.
This is effectively stealing money, billing for services never received. How is this legal? My final bill needs to be prorated to 7/1/2019, which every other utility did upon my move.