Optimum
Reviews and Complaints

We moved from Jackson to Freehold. I called Optimum early June to inform them of the move and to request set up of new equipment for our new address for June 27, 2017. They were supposed to come June 27th, between 8 and 11. I called Optimum that morning around 8 am to confirm the appointment. The Customer Service Rep. informed me that there was no appointment set up for me that day. After some investigation she told me that it was an error on Optimum and apologized to me and told me that she would get someone out that day. A very nice and helpful gentlemen did come out that day and informed that my phone was changed. I told the Customer Service Rep. the first time and the nice Representative that morning that I wanted to keep that phone number. I again called Customer Service and was told that it would take 3 to 5 days to get that number back, that was on June 27th. On July 3rd I called again to see how long it would take to get that number back and she said that there was no record of my call. She told me that she would set it up for that number to be changed on July 11th. Heres the problem. I need that number now. I make phone payments with that number and I have many family, work and friends that call me with that number. It should not take a week to get that number back. I've had that number for 24 years. I need this to be a high importance and get that number back TODAY. What a nightmare it has been with Optimum. I'm not happy and I am very close to calling Fios.
Please take care of this ASAP.
Christina Kirsch

I called into the long island service line of Optimum to cancel my service as I am moving in with my fiance and putting up my house for sale. This is not something that I specifically wanted to say since my house may be empty during the sale process. The service person told me they require my new address. I indicated that they could send it to my current address as the house will be up on the market and I will still be receiving mail.

I would never give a service company that I am cancelling a new address if I will not be using them in the future and I don't understand why they would need it. I told the service representative this and he basically inferred that I was lying and that anyone asking for service under my address would not be given any discounts.

I understand that many people try to do different things to get different deals, but I don't care if I can't get any discounts as what I stated was the truth. At that point when I indicated to the service person that no discounts moving forward was fine, that should have been the end of the conversation, and the cancellation notice should have been sent to my current home address. I have had your service for over 10 years. . . why would I change things now?

He proceeded to tell me he had seen it all and that it was fine if I wasn't moving. This was just demeaning, so I re-indicated, at this point my irritation moving to anger, that I was moving. Still this man does not believe me and I was forced to give some bogus address and told him so. He indicated that whoever received the cancellation notice would have my account information but if my account number is cancelled, what does it matter? It certainly doesn't give my online account information or passwords. This was out and out inappropriate.

There is absolutely no reason why I should be forced to give my moving details in order to cancel service, especially after I specifically said I understood that no deals would be given in the future.

Good Day,
Upon extensive research of complaints on Cablevision, I am aware that this complaint would probably go no where. I had been an Optimum customer for years, tolerating the jacked up prices, policies that make no sense, terrible service and even worse, unknowledgeable, unhelpful customer service. Fed up, I finally cancelled my service after 20+ years and switch to Verizon. We own a building and I convinced 5 other tenants to cancel their service as well. With the reputation and service you have, it wasn't hard. I've been trying to get my bill ever since I cancelled my service to leave my account clear and it's unbelievable how Customer Service Reps advises me I know longer have access to my bills. What ? How am I suppose to pay without reviewing a bill ? That makes no sense to deny access to my own bill and expect me to pay. After numerous chats and phone calls that were very frustrating, I finally got a "supervisor" that agreed to mail me a bill, stating I should received it in 3-7 weeks. It has only been 1 month since I cancelled my service, I'm waiting for my bill to come and I start getting bill collection phone calls. Seriously, now you looking to ruin my credit and do me harm when Optimum is dropping the ball ? Honestly, Verizon isn't much better and I had been thinking of switching back, however after this last insult, attack and lack of honorable business practice, I can honestly say I rather keep looking that go back. Optimum customers are slowly losing their loyalty, but sooner or later the abuse get too much and we run into any other company.
Sincerely,
Josie Ortiz - Unhappy, disappointed, fed-up EX-OPTIMUM CUSTOMER

On 7/2/2019 at about 9:30 AM I called Optimum customer service, in Riverhead NY, to find out the procedure for acquiring DVR service. The rep asked what type of DVR I had and she checked to see what type of box it was. After checking the serial on the box, she offered me $12.99 service for recordings that would stay "with the box" or $17.99 service for "cloud" service. I chose the $12.99 service. I had disconnected the box and was told that they could send a signal and I should reconnect the box and we did. This requires moving furniture and crawling around which is difficult for my 72 yr old husband. The DVR signal failed to work. The rep said she would have a tech call us.
I had disconnected the box because I had was traveling 20 MIn. to Riverhead and planned to exchange the box while I was there running errands.
When I return, At 1:20, we had not received a tech call, so I called Optimum again. I spoke to Valerie, who told me my box would have to be brought in and exchanged for a different box. Having gotten 2 stories, I asked to speak with a supervisor. She refused to do this. Aggravated I decided not to get the service.
At 1:45, Eddie a tech rep. called me and told that the only service available at Optimum, was the $17.99 service. He also told me my bill showed a $12.99 charge for DVR service. I asked to speak with billing and spoke to David.
I asked David for an address where I could send a complaint letter and he was confused and non respondent ( I had to tell him my phone number 5 times and he gave me my address in response to my request). I never got to check about the $12.99 charge. I gave up after several minutes of waiting for a response.
The service reps, with the acceptance of Eddie, were incompetent and the service was unacceptable. After a long time on the phone, I am still without DVR service and frustrated with Optimum.
We have been loyal customers since 1977. What do I want? I want free DVR service for the next 6 months with the box I have.
Margaret Kiepe : Frederick J Kiepe Acct. # [protected]

I'm a new customer. I recently signed up for your current promotion:
$64.99 Mo/1 Yr For Up To 200 Mbps Internet, 220+ Channels, 4K Ultra HD + $200 Prepaid Card

The first bill came in early June, it was $233.74! I called customer service to inquire the reason and requested to speak to a supervisor but not available, but promised to call me back. But it never happened,
I never received my $200 prepaid card. I called again, and was told I was disqualified because late payment!
Now, I know the first bill had start up charges, equipment, etc so I expected to pay more.
Why I was disqualified?
Why is my current bill $125.05. Is it possible to go from $64.99 to $125!

You offered a promotion for new customers. I'm a new customer
Please, help me get what I signed up for.

I'm a new customer. I recently signed up for your current promotion:
$64.99 Mo/1 Yr For Up To 200 Mbps Internet, 220+ Channels, 4K Ultra HD + $200 Prepaid Card

I never received 220+ channels so I agreed to pay $10 extra to get channel 34
I never received my $200 prepaid card. I explained I didn't receive the remittance for the first month and called to tell them so. I paid in full when this was cleared up.

I added on phone for $10

Now, I know the first bill had start up charges, equipment, etc so I expected to pay more.

Why is my current bill $186.55. Is it possible to go from $64.99 to $186?

You offered a promotion for new customers. I'm a new customer
Please, help me get what I signed up for.

Thank you,

Elaine Cirillo

how do I report a dangerous Optimum truck driver! Unbelievable I cant find a "contact us" link ! Hempstead Turnpike Levittown Tuesday 6/25 about 5:30 pm truck number 724... throwing garbage out the drivers window and changing lanes without signaling ! Management should take this loser off the road, and set him up for volunteer work cleaning the garbage off the highways !

Friday, June 21, 2019-NO SERVICE
Saturday and Sunday, June 22 & 23, 2019- NO SERVICE
Sunday June 23, 2019-Called Tech Service-After an hour of working with a Technician advised I must return the Modem as it is a "paperweight" and a new one is needed.
Monday, June 23, 2019-Went to Cablevision and was given a new Modem. After I set it up the Telephone and Internet came back on but the TV on 1 box of 3 was not working. Spent hours hooking and re-hooking up the connections my own and then once again as directed by another Technician. I was finally told I need a new cable box. And I was told that I should request a credit while In am there for this inadequate service.
Tuesday, June 24, 2019-Went to Cablevision, again, and received a new cable box. I was told that I cannot get a credit through the store and must call for a credit for inadequate service.
Came home and hooked up the new cable box only to find that the same issue as yesterday was happening. Once again, I call Technical Service, was disconnected after working with one Technician and after a half hour of working with another Technician I was advised after that A Technician must come out.
I WAS TOLD SUNDAY, MONDAY and TUESDAY that this issue can be resolved by me and NO TECHNICIAN NEEDS TO COME OUT.
Now I am told that No Technician is available today and can come out after 5 tomorrow. I WORK AND AM NOT AVAILABLE UNTIL MONDAY.
FINALLY, spoke to manager Lemmy who could not help in getting this issue resolved and a Technician will be out Monday, July 1, 2019, unless I TAKE TIME OFF TO WORK AROUND YOUR SCHEDULE.
THIS IS ABSOLUTELY HORRENDOUS THAT A PAYING CUSTOMER WHO IS TOLD TO DO IT YOURSELF AND SPEND S HOURS DOING YOUR JOB HAS TO WAIT 10 DAYS.
THIS NOT ACCOMMODATING YOUR CUSTOMERS.
PLEASE LOOK INTO THIS MATTER AND CONSIDERATE AND EMERGENCY AS I HAVE BEEN DOING YOUR JOB FOR 3 DAYS NOW.
SEND A TECHNICIAN OUT TODAY, JUNE 24, 2019 AS I AM HOME TODAY.

To The Honorable CEO of Optimum. MR DEXTER GOEI June 24, 2019

My Name is Chaim Neiman and I did a silly thing. I had Optimum for years, I thought I could get a cheaper bargain with your competitor, verizon. I switched to them and saw, It was no bargain. I left them, afyter 2 days. Came back to you, and I lost my phone jack dial tone. Called Optimum for service, and they told me, " if it's inside wiring I will have to pay $80 bucks, if it is on the outside-it would be free." The Fellow came down and in one minute, found the Verizon box and disconnected their connection and I got back my dial tone. I asked him if there would be a charge for that, he couldn't answer. Lo and behold, I got the charge of $80.

Not only that, my original price of $54.99 was uppded to $87.49 as you can see here.

This is from Wed, Jun 12, 3:32 PM (12 days ago) Changes to your account Services Added
Service Protection $6.99
Optimum Online Promotion $44.99
Modem(s) $10.00
Network Enhancement Fee $1.00
Double Play Tracking Code for 12 Months $0.00
Optimum 100 Promotion $0.00
Phone Promotion $10.00
Services Removed
Optimum Online $-64.95
Optimum 200 -$20.00
Modem(s) -$10.00
Extra Discount -$-19.96
Updated total monthly recurring charges
This is the revised amount that you can expect to see on your bill every month before taxes unless more changes are made to your account. $75.48

My $54.99 bundle was upped to 87.49

And this is from June 20
Updated total monthly recurring charges
This is the revised amount that you can expect to see on your bill every month before taxes unless more changes are made to your account $87.49, So, I am a senior citizen, with limited resources and pleading with you, to revert the Service charge, and to keep my original promotion rate. ( $75.48)

Here I am trying to save money and all it brought is total confusion and aggravation.

I am sure you will have the heart to help me out and hoping to hear from you,

Chaim Neiman

1A Daisy Ct.

Lakewood New Jersey 08701

[protected]. -

Read my call in reports. Intermittent since since May. You sent a service guy who only plugged in his computer nothing else. Told my husband and me that it was out equipment. HD out OT out twice he said it was optimum still intermittent cable phone and emails. Another service guy comes out says the first guy didnt do what he was suppose to. No kidding! This guy got us up and running still having intermittent issues. Field supervisor, please call me with any issues. Yeah I have a few issues. We spent 1600..plus dollars and u charged uams twice to service our home and this supervisor wont call me back.
I want 1600. Back! I would switch in a heart beat but we have no alternative. I work from home. I have sent a letter to the AG hoping someone will help us out from these thieves.

I just ordered TV service with Altice, the techs were here this morning and installed all boxes on 4 tv's. It was not running when they left, they told me there was an outage and it will eventually install. Nothing happened, so I called optimum support and they told me that they need to get another technician out but could not until tomorrow, If the original tech could not install it for me why do I have t wait until tomorrow? This is the poor service especially to a new customer.

My mother purchased 2 bottles of Dermablend products at the Hillcrest (mall) Shoppers Drug Mart on May 30, 2019, and a bonus point of 10, 000 should be added to the optimum card. Right at the check-out, we didn't find the bonus points added, and enquired the cashier, but was told that it happened sometimes, and the bonus points should appear the following day. We took her words, and didn't check after.

When my mother did the purchase today on June 23, we found at Hillcrest Shoppers Drug Mart that the 10, 000 points were not added, so we requested that same be added to my mother's card, but was refused by the cashier. The cashier gave us a phone number to call, and since today is Sunday, I could not get in touch with any person to update the points. My mother would like to redeem 50, 000 points today so as to get an additional $15, as advertised by Shoppers Drug Mart. Right now, she only has some 40, 000 points.

I tried to resolve this with Alex, the manager of Hillcrest Shoppers Drug Mart, but was provided with no solution. He said he could not add any point, nor could he offer the same redemption bonus of additional $15 if I call optimum on Monday to update the points.

We are very disappointed with the unhelpful behaviour and irresponsible attitude of the manager. A Shoppers Drug Mart staff made a misrepresentation about the points and the manager just evaded responsibility.

I am now attaching the receipt of my mother's purchase on May 30 and her optimum card. Hope that this can be resolved as soon as possible. We also wish that the managers at Shoppers Drug Mart can be more helpful and flexible in dealing with mistakes that are made by Optimum or Shoppers Drug Mart.

Thank you.

I recently had trouble with my internet service and called the service center. A lovely person talked me through some tests over the phone and determined it was the signal to the modem.
We scheduled a service call appointment; the service tech calling in advance and showing up on time. He quickly diagnosed the problem and installed a new line to the house.
He then asked to see the connection inside my house, checked that the existing cable was tight and connected to the modem then asked to see where the line entered the home which was in the basement. He tested the signal which he determined to be very strong; removed an existing splitter and added a new connector to the main cable line to the house. He then connected the cable. The tech literally spent less than 1 minute doing this.
I was dismayed to see an $80 charge on the work order and went in person to the Port Jefferson office to express my concern and hoped to have this charge reversed. It was because of this very minor adjustment I am being charged an $80 fee since "He came inside and had to replace existing equipment inside the home". Seriously? A new end connector? He changed it in seconds... It's just outrageous and unethical in my opinion.
I'm embarrassed to say I became very angry expressing my outrage over this charge. The attitude of the manager was cold and indifferent to say the least and I feel totally ripped off.
My monthly Optimum bill continues to rise with charges for the modem (which promptly doubled) and now a "network enhancement fee" whatever that is. It's now $80 a month just for internet service.
I have been a loyal customer in good standing for decades and this experience has me determined to switch my ISP as soon as another provider become available in my area.
Shame on you Optimum for taking advantage of your customers just because you can.

Hello My name is Georgette Campbell

Account Number--[protected]

I have been having numerous issues in the last couple weeks. This week will be the 3 time a tech will be coming to fix an issue. I was told that I wont be charged unless I was somehow at fault. I saw a bill with an additional $80 charge and today a rep say I get charged when the tech enters the household. This rep was very rude and borderline unprofessional. I have given my phone number days ago for a manager or supervisor to reach out to me and nothing.
Issues were (1) the box kept rebooting over and over (2) no internet connecting (3) glitching on channels. I am extremely disappoint in the way I have been treated and the time and inconvenience this has cause is not acceptable.

New Account number - [protected]
Old Account number - [protected]

We have been having issues with our account since the beginning of May and have been told every week that a supervisor will contact us and still have not been able to rectify our bill. I am going to give you a little background as to what our issue is because this situation is complicated and again has been going on for over a month.

We live in a Basement Apt in the Bronx, NY. This is a Multi-dwelling home and has 3 other apartments. We have had Optimum since February of 2017.

Around the middle of May a new tenant moved into the apartment around the back from where we are currently living. It appears that he wanted Optimum service and when he called to inquire about getting their service something happened to ours. My husband at this time received an e-mail about a new service change and then I checked our bill and noticed a charge for $60.92. At this time we realized something was wrong and Roy contacted Optimum where it was explained to us that someone tried to add service then cancelled but we got hit with the charge. We explained we had nothing to do with that and that this charge needed to be removed from our account. We also wanted to confirm with them at that time that there were no changes to our account and that everything would remain the same. At that time we were told, "yes nothing has changed to your account and we will remove the charge." This charge is still on our bill to date.

End of May comes. Our DVR no longer works and we no longer have wifi or the rewind buffer capabilities. We call Optimum. At this time we are told that certain changes were made to the account and that we never had DVR, but we did starting back from 2017 and paid for it on our May bill just a few weeks back. After waiting on the phone for hours this problem appears to be fixed and we ask again has any changes been made to our account and again we are told no. This was on or around Thursday, May 23rd.

On Thursday, June 6th once again our Wifi is out, cable is not working and we are on the phone again with Optimum. This call took about another 2 - 3 hours. The cable was restored but the Wifi could not be. The Customer Service Representative suggested we have a technician come out to our apartment to see what the issue could be. We agree and they schedule the technician to come on June 8th between 8 am and 11 am. At this time is where we are informed that we have a NEW account number. We ask why they said because this is a new account. Again we did not cancel our service and explained this to them for what seems like the 100th time at this point. We are told there is nothing we can do. We now need to create a new Optimum ID and password and we will be able to view our bill online again. So, now as you can imagine we are even more upset than we were before.

Sunday June 8th comes. My husband looks down at his phone and sees he has a missed call from the technician around 9 am. His phone never rang and the Technician never rang our door bell. The Technician calls the main office and cancels the service request. My husband in the meantime calls the Technician (we were still in our service window) and asks him to come back. The technician states we have to call the main number and reschedule. We do this and they say the tech will be back by 8 pm on the same day. Fine. The Tech shows up around 4 pm, gives us a new modem (our Wifi service still goes in and out, he never checked any wires) and leaves. The next week when I get the opportunity to make a new Optimum ID I see an $80 charge for service. We were never told about this charge and again we called Optimum to dispute this.

We have called Optimum several times to rectify our bill and the issues with our account. We have been told for weeks that a supervisor will be contacting us and nothing. Yesterday morning my husband received a call from the Customer Service Center saying that a supervisor will be calling him today but that there was no one in the office for him to speak with right now. That was at 8:45 am. How was there no supervisor available to contact us? Mind you we were told they were going to calls us the previous night before 8 pm. That never happened. So, yesterday i called Optimum and again explained the issue. I finally got the Billing Supervisor on the phone (Her hours are 8 am - 8 pm) who said she had to review the recorded conversation about the Technician and will determine if we owe that money. Then she had to transfer me to the sales department because she could not handle the other issues. So, i get transferred. At this time i am told "You are right i can see where we screwed up." At this point i have been on the phone with them for almost an hour! The phone goes dead and once again nothing is resolved. The person who I was on the phone thankfully contacted my husband and told him "A Supervisor has to review your case and you should receive a phone call within 48 hours." My husband decides to call them back anymore to fully understand all the charges on our account again. This time he is told that we were actually charged an $80 fee twice for a technician to come out because the technician said he changed the wires for our modem and gave us a new modem. He didn't even look at our wires. On top of it we had a partial monthly service charge for the other tenant that just moved in. Again, my husband is told that a Supervisor has to look at our account and will get back to us! Are you kidding me?!?!?

We need help rectifying our bill. I have no idea who else to go to or speak with because at this point we have been given the run around for weeks. I am highly unsatisfied with Optimum. I want to pay my cable bill which is due this Saturday, June 22nd but I will not be paying for the all of the additional charges that we did not authorize. Our bill is usually $193 and at this point after what we have been through with Optimum we shouldn't even have to pay that but now our bill is $423 and that I amount I will definitely be not paying.

I need to reach the head of the company. Last night around 10pm my service was shut off. Bill is paid up to date. They are saying someone calling for a change of address and we definitely haven't moved. The cable is finally restored but I need a better explanation was to why and better compensation. No employee has helped properly. I will go to court. I will cancel my account and I will down grade the company till I am properly compensated. This issue needs to be resolved immediately. 1. Who called in and changed the address. 2. Where is the required proof. 3. They gave me back 8.69$ that doesn't even cover my time or gas money that I had to drive to an office today. 4. Why couldn't my service be restore immediately. 5. What is being done so this doesn't happen to another customer. We have been loyal since 2001 and this isn't acceptable.

Worst customer service ever! Literally told me i had an attitude because i could not afford to pay my bill, which is not true because i actually over paid and they cut my service anyway. He refused to transfer me or let me speak to a manager after asking multiple times. Would say one thing and then change his mind and claim he never said that.
Also, the phone service is set up terribly because after calling customer service, the automated machine makes you pick a department to transfer you to. From the options, i was transferred to billing which didn't help my issue. She then transferred me to another billing rep., the one i speak of above. After he hung up on me, i again had to go through all the options again and it brought me back to billing. I asked her if she could help with this issue and she said no, i will transfer you to sales. After the first rep claimed they couldn't transfer me. After being transferred to sales, i was told my cable would be back on in 2-4 hours. He was very helpful. But again. It's extremely annoying i had to talk to six different people, explain my situation and information each time, just for them to tell me they have to transfer me. This is also not the first incident with bad representatives!

For the last several months we have had problems with our TV as well as our internet. It goes on and off at times. We have called optimum and we have did the trouble shoot as requested. It works and then it goes back to having problems. One problem with the TV in the bedroom is that the remote does not turn the TV on and the volume does not work (have to use the TV's remote for that). Additionally, there are channels that I do not get on that TV but on the other three TVs (yes we have 4 TV). I have returned the box several times. So finally on our last call to put a service request in, the person said it would be $80 if the problem was ours. The was fair and had no problem with that. A technician came (by the way they gave us a time of 10 AM to 6 PM). He came around 5:45. The technicians was excellent resolved some of problems and told us that the technician who originally wired did not wire it correctly. Once te bill arrived there was a service charge of $80. We called a customer rep who could not assist us finally speaking to a either a Manager or Supervisor who was USELESS and rude. Who only gave us his first name and would not give his last name or phone number. He said he would let us know what he can do. After several days no follow-up call. My wife called the local customer service rep and did not get anywhere. She then asked for a Manager who said she would not waive it after we told her what their technician said. We did get the address to send a complaint to corporate. Our next step will be to call our local channels to see what they can do. It's a matter of principle. No follow-up and rude communication. It is time for us to make a change to someone else.

I tried talking to customer service this morning but there was so much background noise that they could not hear me. The person I was speaking with kept talking louder thinking I couldn't hear her but that was not the problem. The problem was that she couldn't hear me. Secondly, when she spoke, I could not understand a lot of what she was saying. She tried to be as articulate as possible but mispronounced words so much that they were unintelligible. Third, my concerns were not addressed. Either she could not understand what I was saying, or didn't care to clear up my questions. The entire conversation, probably 10-15 minutes, was a waste of time.

The first thing that I noticed when the worker arrived was his white truck. Not an Optimum truck or logo anywhere. Ok, but he did have ID. So, all seemed to be good unti. 5 hours later & we still didnt have phone service. We called and asked that we get someone down as soon as possible. Next day the same worker shows up. Not a clue as to get phones working. Asked him to get a supervisor. Another worker showec up, 6 hours later still no phones. Asked them to leave at 11:30 pm. Enough. Another phone call requesting someone who knows what they are doing. Next morning, another white truck, another worker that has no clue. Okay. Another call requesting an Optmum worker that knows what they are doing. Omg...an Optimum truck witb a real Optimum worker. Not one who is subcontracted out. What a horrible experience and zero customer service. AND THEY HAD THE NERVE TO CHARGE US FOR SERVICE CALLS! Didn't even attempt to contact them. We are done.