Optimum
Reviews and Complaints

Based on advice from the company I transferred my service from my former home to a condo. I use Tivo and require cable cards which I have used for at least 7 years. Since the move I have spent countless hours on the phone trying to activate my cable cards. I have been cut off after 50 minutes on the phone 3 times. No one there knows how to activate a cable card . I am now calling verizon.

We have been having many issues with our internet service for quite some time. We lose connection at least 5 times a day. We called and a technician was sent. He said he couldn't find anything causing our issues, so he replaced a wire from the pole to our house just because "it was easy enough to do." He informed me of this after he completed the job, with no mention of any charges since nothing was technically wrong with the wire according to him. When looking at our bill, my husband notices an $80 charge for that visit. We have called multiple times about this charge, and each time we are met with frustration. Different representatives give us different reasons for the charge, and, in the end, they all say "it's policy" and end the call. If the wire was damaged and needed to be changed, then I would understand the charge, but it wasn't. And, to top it off, we're continuing to have issues with our internet service. Why would I want to pay for something that didn't even fix the problem? We will be switching carriers, and recommending that our family and friends avoid using Optimum!

There' an old saying; "a pig dressed in silk is still a pig". I called as a customer about my high bill on 08/072019. The representative was talking and talking, I couldn't get a word in edgewise to explain my problem. I had to explain the problem three times and each time she began talking. I was exasperated! Please train these people in professionalism, social skills, patience, courtesy, product knowledge, etc... On that day the Optimum online system was inoperative, and no one was answering their phones. I used my home and cell phone at once for two different numbers until I was able to get an answer to one of them. It was a nightmare but finally, I was able to break the barrier and explain my problem.

I have NEVER dealt with such terrible customer service in my entire life! So bad that I have cancelled my Optimum service. I had issues with my internet, so I set up a service appt to which the tech never showed, nor was I notified that he wasn't coming, meanwhile I had to take off of work for this appointment that he never showed for. I then made yet another appt, that I again had to take off of work for and the tech came. He had to replace a faulty Optimum wire. I then received my bill and was charged $80 for a tech to come and replace a faulty Optimum wire. I called immediately to find out what this charge was for only for them to say "this is the service charge because the issue was with a wire in your home" The wire in my home that Optimum provided! So, let them know that this $80 charge should not have been on my bill as the issue was a faulty Optimum wire but they refused to remove the charge. They instead treated me rudely, hung up on me (twice), told me "if you aint happy with your service you should cancel" so, that is exactly what I did. I am appalled by this disgusting customer service and terrible business practices. They should be ashamed of themselves.

On August 1st called Optimum to complain of hanging low wire, August 2nd, technician showed up never went up on pole told me they could not fix it because the city had to trim the tree. August 5th wire is knocked down by truck, called Optimum, was told by Joseph no one could come till August 6th to repair the wire. My mother is 93 years old, she has no phone service, but apparently that's not important enough. August 6th, waited for Optimum until 4:40 pm, called to find out when they were coming, was told by another person that they're not coming today. Your service, your technicians and your customer service representatives haven't got a clue as to what they are doing. It is 2 days, that my 93 year old mother has had not phone service, if there is an emergency I will hold Optimum liable if anything happens to my mother.

Lydia Lamanis

Never have I encountered ruder service from any company. No one I've spoken to cares or is apologetic about the inferiority of their product or their poor customer service. We've had constant problems with our altice box, which we were told were ‘teething problems' but we weren't paying teething problems price. They offered no discount for days of interrupted service. It takes way too long to speak to someone on the phone, they just shuffle you from one electronic selection to the next and their employees offer contradictory information. One suggested a reboot one way, another said never to do it that way. One told me I could return the equipment by mail, another said that was impossible. I hope they go out of business.

On 7/26/29 my new optimum service was to be installed. Unfortunately the super leaves early on friday and the technician got there after he left. The electrical room could not be accessed.

The technician left after unhooking my verizon and did not put it back my 81 year old relative was left without tv until august 15. Tv and radio is all he has at this age. I called the technician about ten minutes after he left about 4:00 pm and asked him to come back and fix the situation. He said he'd be there in 20 minutes.

At 5:20pm I texted and asked if he was still coming. He texted me back in spanish stating "no super" well we both knew that was not the problem. The reconnection of my existing tv was the problem. Being nice I asked him to call me and walk me through it. That's when this wise [censored] started texting me back in spanish. "estoy muy leljos" I responded I do not speak spanish. He resposnded "solo tienes que connectar las a la electricidad" I responded "funny". He responded jajaja

Okay i'm the poa for this account. Is this who optimum has representing them and working with the public? This behavior is totally unprofessional, unacceptable and offensive. I now have to pay and extra month to verizon. The technicians last name was lopez. His texts are in my phone as proof. His cell phone is 862-600-5952.

Unbelievable that you would have anyone working for a major company with this level of customer service. I will get to the president of this company to let him/her know what's really going on out there.

I sent a complaint to Better Buisness Bureau a few wks ago concerning the bill I received and the customer rep who I had trble with pertaining to my disconnection, plus outlandish fees was resolved by one of your corporate complaint personnel named Dori. Optimum Id complaint # 13682155 this matter was resolved yet I still am receiving bill from optimum for $145.77 I have a copy of said document to send you plz tell me where I can send it to show proof of this matter

My outside cable line was cut by a passing delivery truck on Wednesday, 7/31 @ 12:30pm. My husband called customer service and they first told him their was no available appointments until Friday, 8/2 from 10am-8pm. He informed the customer service rep that there was exposed wire hanging from the side of our home and he was informed that there was nothing they could do until Friday. He called back and spoke with another rep, who informed him that they couldn't send anyone out until Monday, 8/5. He asked to speak to a manager, who then got on the phone and told him that we would have someone at our home on 8/1 between 5-8pm. At 3:15pm, I rec'd a call stating that there was no available reps in my area and that I needed to reschedule my appt. I made the apt for Saturday, 8/3, which was from 10am to 8pm. I called the call center at 10:05 am to confirm my appt and was told that someone would definitely be coming out. At around 1 pm. My husband called and informed them that we needed to leave the house and to see if they were able to locate the tech. He was informed that a tech would be at our home around 3 pm. NO ONE SHOWED. When I called around 4:50 pm, I was told someone tried to call me to reschedule the appt because no techs would be able to come to my area. Today, 8/5, is my appt and it's currently 12:22 pm and no one has called to confirm. I will be switching.

Hi
I'm using internet service from Optimum.Its been 5 months.We recently moved to Edison, New Jersey from Atlanta, Georgia.We have taken optimum service and asked them for the installation and nobody showed up.They have charged us 60$ for installation and when we asked them that nobody showed up and we have done the installation then why we are being charged.They refund us only 20$.What is this?why am I charged for the service which is not given to me.other than this the internet service is worse and when I lodged a complaint no one told me anything and the technician came he changed the splitter and charged us 80$ in the next billing cycle. When we called them and asked them the reason they said that's because the technician has changed the splitter .Why they didn't tell us this when the technician came and when I lodged a complaint.This is not the way.I'm still not getting the speed for which i'm Paying.I'm for 200mbps and getting speed of1or 2 mbps.Please look into this .I will say that this is my worse experience for any internet provider

I switched from verizon to optimum, and was told only inside wiring would entail a charge, they came and all that was needed was disattach the verizon box outside wire. it took less than a minute. i asked the worker if this is inside or outside wiring, he wasnt sure, but when I called the company, the answer was "outside wiring, not inside".
I would appreciate if they would credit me the $80 charge, (or most of it). thankk you.

Date of incident: July 13, 2019. 9:55 am. Equipment transaction. Went in all sitting at desks behind window ignored me although no other customers remained. Talking among themselves did not want to
wait on a European American; then after a while the rude girl asked me if I d anything, I politely told her returning. Her unfriendly, hostile personality prompted me to ask for someone else, she said ok "then take your stuff & leave." What stuff ? Returning. The girl was inappropriately, unprofessionally calling me honey & other inappropriate terms of endearments. The so called manager took the return but said most people like to be called by endearing names. How UNAPPROPRIATE.

This girl needs to be fired. It was the only female at the service desk, you will have no problem identifying
the poor I'll mannered girl with an ego problem, I recommend professional emotional therapy to teach her the ill effects of exhibiting blatant prejudice.

My client account number is [protected]-01. My installation appointment was sunday 7/28/2019 from 2-5 pm. We are moving and planned around this date to move our salt water fish tank which is about 70% run on wifi based equipment. We moved it sunday morning and then heard at 1:58 pm the service was cancelled. I requested an installation refund and was told absolutely not. Due to waiting 24 hours until we could sync our system through wifi (lights, filter, cooler) several of our coral have died. Eaach of these are worth approximately $100 to which a refund of the installation fee feels like a basic, minimal courtesy to this loss my husband and I have experienced. We realize that there may have been an outage but the collateral damage to our belongings should not be an expected outcome! If you look at the attach photos at the coral clusters each contracted bleached white head is dead, this is what happens when a coral is exposed to either extreme temperatures, acidity change, etc. This is a result of the delay in this service and I expect a refund on installation charge at the very least!

We have optimum phone and Internet, I requested cable vision. The technician came today to hook it up. He pulled out all the wires from Internet and Phone and out Direct TV which we were changing to Optimum. The technician decided that he could not hook it up with the previous wiring we had and said he would have to drill through 3 walls plus a closet to hook it up. I said what do you do when you hook up optimum in a new house. He said we wire it, said he could not do this for us. I asked him to put back everything he had disconnected. Which he did not. He departed and left wires all over the place outside and inside. We have no phone or internet connected.
I phoned optimum, had to hold on for over an hour, then they said they could not send out a technician till another 2 days. I work from home and need the internet.
We have had to Pay get some one in to put all the wires together so we have some service. I would never recommend Optimum to any one. The should not be able to treat customers like this. Disgusting.

How did this company get such a monopoly? The bill just keeps going up every few months with less services. You can call to try to negotiate the charges - sometimes they give you a promotion - most of the time "there is nothing available" to lessen your bill.
I was promised no rate change for 2 years in September 2018, but by December, the bill was already going up. After 2 more phone calls, each over a half hour, and with 2 promises of a suporvisor to return my call, the 1st time no call at all, the 2nd time, 5 days later I received a return call, but alas, there was nothing to do to lessen my bill...
The area I live in does not offer Verizon service, and the few other options we have
have poor reception. Our hands are tied and Optimum knows it. Very sad indeed.

Called optimum over the weekend about an exposed cable which was accidentally cut by a lawnmower. Optimum/Cablevision was suppose to send someone out to investigate and repair over the weekend. No one showed up. We explained that we would not be at the location today monday july 29th. the service representative, however set up a service call for today for a technician to come to our home to investigate the exposed cable. we gave him a telephone number to call when he got there. Never called. I then checked with Optimum this evening to see if the wire was repaired and what the technician fixed the situation. We were told it was resolved. Here's the "kicker" We have a security camera system at our home and I saw that the technician arrive at 3:28 pm got out of the van went to the door saw that no one was at home sauntered back to his van and then left at 3:30 pm. He never went to the side of the house and never called. He was there less than 2 minutes and had the gall to report back to Optimum everything was fine. This is so irresponsible. Needless to say I am furious at Optimum/Cablevision.

I am complaining due to not being able to get service in my house because of the previous owner leaving a balance. They want me to pay someone else's bill. My bills are paid off. I shouldn't be paying someone's responsibility. My children have no way to intertwined themselves because optimum refuses to put service in a home. This is why I am submitting the complaint maybe someone can do something about this ridiculously rule they have

I called optimum the day before Father's Day this past year and inquired about internet and phone service . The rep told me if I did the installation on Father's Day the installation was free for both the phone and internet . I set the appointment up for a window between 11-2pm . I waited until 1:45pm to call and find and update . I was told the install had and emergency and someone should have called me . What a joke !' They offered the same free installation on Monday . The installer should up and while installing the wire outside my home he stepped on the Well water cutoff switch and broke it. I had water going 10 feet in the air and my house on the side was flooded by the time I could shut off water . I had it fixed for $170 and gave the receipt to the inspector that came a week later to inspect the damage . I was told I would receive a credit on my account 3rd week of July. As of today no credit . I also received my bill for August and being billed for install and a additional phone which I don't have . I called and spoke to 10 different reps and none have done anything for me . One call was transferred overseas and it sounded like I woke the guy up and wanted to just get me off the phone so he can get back to sleep. As of today no credits or returned phone calls like I was promised. This company should be removed from doing business. I can't see how this company is allowed to get away with what they are doing . It's absolutely pathetic !

Episodes 1 and 4 from queen of the south missing. I CHECKED EVERY DAY FOR A WEEK..
You advertised catch up and made 2, 3, 5, 6, 7 available..gonna change, cause this system makes no sense..hard to catch when you just eliminate episodes ..wanna see what other cable companies has to offer..your rates continue to rise and your system continue to worsen.

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