Optimum
Reviews and Complaints

They offered me a free connection if I switched from Verizon. The technician never connected the phone. They left me without telephone service for 3 days even though I made them aware that a handicapped person confined to wheelchair who suffered medical emergencies lived in the home. When they returned and connected the phone the tech said it was part of the installation and free. We signed his work order and gave a generous tip. We received our first bill and there is a charge of $80.00 for a "service call" also I am being charged another $6.90 for sales tax on the service call. All they do when I call customer service is say "we are so sorry". Horrible that they have to stoop to stealing from the disabled.

After waiting over 1.5 hours for a call back from optimum technical support, the technician finally called me on my cell phone and then we were cut off. She made no effort to call me back. I called optimum tech support back and was placed back in the queue and would receive a call back "in over 45 minutes". I tried calling several numbers. Cannot reach a live person. It's been over an hour now that I am waiting for a call back. The system is flawed when a technical support person cannot call the customer back!

Optimum made a move relative to the music channels, that is definitely a thumbs down! Smh. They switched from "music choice" to "stingray.com". Like whose idea was this?. With "music choice", music lovers were able to see the face of the artist of the song current playing, "music choice" even provided brief history of the artists small beginnings and their successes. This was great!. Unfortunately we don't have that privilege with this "stingray.com". As the music is playing, there are no pictures of the artist singing, no history, and the flash pics that "stingray.com" provides as the music plays, are so irrelevant to the music playing!. Pleaseeee! Get rid of this "stingray.com" and bring back "music choice"!.

I have called numerous times (30x per day) since setting up my new service. Each time I call, I get a new person on the phone and they tell me my service isn't set up correctly and a supervisor will be calling me back. I have called over 30 times and still waiting for 1 supervisor to call me back.

I am trying to view my account online. I am trying to view my router online. Nothing is showing up or Optimum is hiding the plan from me, which is an illegal practice.

My client Number is: [protected] (number associated with account)
Address: 27 Hilltop Drive

Resolution is for a supervisor to call me back and fix the problem. Not to continue to receive bad customer service and lies. If Optimum continues to hide my billing information from me, I will be forced to take action by way of cancelation and more...

On 10/23/18 I made a payment of 157.25 to a past due balance on my cable bill. I went online to look at my account and discovered that somehow it came out of the wrong account. I contacted Optimum to rectify the matter and was instructed to contact my bank. I did so. My bank then made the payment out of the proper account and from the account that original paid optimum, reversed the payment. This would reflect a total payment of $314.50 to Optimum. The following month I called in to make a payment and the voice prompt told me my past due was $20. I proceeded to pay the $20. The month following is where the issues occurred. I received a bill for $337. I contacted them in order to make some type of arrangement to keep my services going and was told by customer service rep on 12/17/18 that all I needed to do was call back and they can extend it 5 more days. When I called back on 12/19/18 to get the stated extension, I was denied and told that due to it being past due I would not be able to get an extension. I stated that I was informed I can get five days and it still didn't occur. I asked to speak to a supervisor and was told they are busy and they shall call me back in 24-48 hours. I told the person " by then my services will be disconnected". I allowed them to make the order for a call back and immediately called back to Optimum to speak with another representative. At this time I spoke with "Andre" in order to get assistance. He stated he sees where the error occurred and said there doesn't seem to be anything he can do. I then stated "So you are telling me that because of an error at your end where the system did not update itself prior to my bill and I paid what the system told me to pay that I cant get an extension or payment plan? Because of your error I may lose service. I don't want to deny the money is owed I just want to make a way to pay it either in partial or extended to next week. "Andre" asked "what can I pay?" I stated "At least half...matter of fact $170 and pay $165 next week". He stated that he will accept the payment and type up the arrangement. He also informed me that I can not use a check due to it needing to be an immediate payment. Prior to making the payment I asked/stated "So if I make this payment my services will not be interrupted?" He said "No, your services will not be interrupted. I proceed to make the payment of $170. I awoke this morning to my cable being off. I contacted Optimum customer service (12/20/18) and was told there is nothing they can do after I explained everything to them. I was even given the control number #8368191. I am only seeking my services restored and the original payment arrangement honored.

My name is Adelsis Frias., I have a Business Account and a personal account with optimum for many many many years. I have no service in one of may boxes and twice I have made appointments to get service and TWICE I was cancelled on stating the reason was because the technician is too busy. Are you kidding me ? Is this the the type of service a customer is entitled to? I have spoken to Dan a Supervisor tech Id DNL and assured me the tech will show up for the second time and ofcourse I get the call that he is not coming. I have a business and this is not how customers are supposed to be treated. The Dispatcher that called me his name is Gerrell ID number Zhh and he was the one that told me that the tech was not coming for a second time. He said his supervisor Heather is going to call me back did not even let me speak to her. If this is the service I will be receiving from you guys I want to cancel both my business account and personal account. This is not how you do business. I have missed work once and missed Half a day to be home for you guys and you guys are a no show? Can somebody with some authority call me at [protected]/ [protected]@gmail.com. This is so disappointing.

Cablevision y'all have absolutely pissed me off for the last time. I've been waiting on a replacement box in the mail come to find out the order was never put in, then an appointment was scheduled for today, I rush home call them & the recording said "we see you have an appointment for today btwn 5-8..." so I was patient after 8pm I called back & the recording says "we see you have an appointment for tomorrow btwn 5-8..." so y'all changed my appointment without consulting me & getting my consent now the supervisor that I wait to speak to tells me you can ask me the questions all night long & I still won't have the answers, excuse me 🤔🤯😡🤬 now I wanna speak to his manager... I really despise Cablevision and their subpar service now

I been living in my apartment since 2012 I never had cable so I'm trying to get the internet service in my apartment but the people that use to live here never paid their bill so cable vision optimum is telling me that I cannot get services until the bill is paid 1st that's not my bill I'm not paying it 2nd I don't know who use to live here 3rd it seems as though cable vision got scammed and now they trying to make me pay for other people neglect and I'm not because its not fair their need to be an investigation going on to get too the bottom of this problem

I have had to schedule an appointment for service multiple times. Each time I schedule one with a time that gives them 2 hours to show up. Like 2-5pm. Each time they do not show up till 8 pm. With no phone call saying that that is the new ETA. If I am not at my house at the time they arrive, even if it's after the time I had scheduled. I get charged an $80 trouble fee... this is outrageous considering I have been at home all day waiting for the device and they did not show up till 3 HOURS after the scheduled time. I should get paid the $80 fee for my trouble and lack of professional services and curtesy.

I recently contacted Optimum Customer Service to disconnect my services as I am moving abroad. I'm trying to explain my situation but the customer service representative Lisa continues to cut me off. I request for her to please listen for a second to my needs so the adequate options are provided. She tells me she hears and needs to explain the same thing all the time, -Now, if completing her job bothers her so much, why do you still have her assisting customers?.
In addition, My billing cycle just ended a day ago, and I'm being forced to pay one more month because the cycle just ended? This is an extreme inconvenience to the customer. I also requested a cancellation email to ensure next month I won't be running into the same inconvenience, but as expected, it can't be provided either. Definitely no options, no customer care.

First off take my bill from top to bottom. It shows that I made a $101.34 payment toward an eight year old bill. i never should have made that payment because I never was proven that i owed $200 from eight years ago. i want that payment back. The one time activity of $201 .34 was the $200 from eight years ago. Again I was never proven that I owe that money. I will not pay the $200. I will pay $160.24 until I can be shown that I owe the $200 from eight years ago. The statue of limitations has run out even if I owe this $200. Maybe the courts can settle this.

Tom Dunsheath
[protected]

Hello,

I am fairly new to Optimum and have been poorly mistreated last night while I spoke to at least 4 Customer Service Representatives.

I called to inquire why my cable was turned off and not one Customer Representative could give me a valid response nor did they assist me in rectifying the matter, however they informed me that I had to pay over $317.00 to have service restored and I was also blocked from making any payments online and I needed to pay in the store only. Now, that comes as big surprise because there was only 1 payment that I missed due to a financial oversight with my bank, Navy Federal Credit Union. I repaid the $143.00 that was delinquent due to my financial institutions error with a valid credit card and the payment was posted to my account on 10/30/18. Last night when I called to inquire about the services having been disconnected I was told by Julio who refused to give his Representative ID that my service would not be restored until I paid all monies owed and that the credit card company charged back the $143.00 on 11/5/2018. I then called the credit card company who ensured me that the company had received the monies on 10/30/18 and also provided me with a transaction number. I then called back and spoke with a Representative Hector whom I also spoke with earlier to give him the information that I was just given by my credit card company and he told me that I had to submit the information in writing and prove with a statement that the bill was paid.

In closing, I must say that I left Verizon Fios to take advantage of Optimums special offer and enjoy the new Alltice product, however after all last night, I will end my service with Optimum and reinstall my Fios service immediately.

In addition, I also spoke with the first Customer Representative who berated and humiliated me with asking me while I was enjoying Optimums service why didn't I call about my bill and also why I didn't turn to channel 900 to ask about my bill. I then after several minutes trying to come to a common ground with her asked her for a Supervisor and she then she stated that she is a Supervisor, I proceeded to request her information and she stated that her name was Petunia Suima, Supv code 2HA.

I hope that this complaint assist upper management in addressing my and others issues and also institute customer service training.

Have a great day,
Amonni Chavis

Im being charged for services I inquired about, then was added to the bill according to Jose(ID JSS). At first he stated it was cancelled, then said it cant be cancelled. No supervisor was availabe, and this continued back and forth for over forty minutes. I was cut off, and told unwanted services would remain on bill. It is by far the worst customer I ever encountered. I will cancel this service immediately. Optimum Altice is a bad news.

I was promised Optimum would pay my early termination fee from my past servicer, Xfinity. I kept calling back and forth between the two providers to cover it. Optimum first gave me the wrong email to send the $130.00 early termination charge. I finally got the right email and my Xfinity bill clearly showed the early termination fee.

Now Optimum said they changed their policy and they would give me a credit but I would see it by February of 2019. That seemed not cool in my book and I called to get that credit faster.

Then I got a total bait & switch saying I am not eligible because I already disconnected my account! Why in the world would I keep it open and accrue money waiting for a reimbursement?

I am livid and should get my promised credit!

Julie Bilotta

Since I reduced service to internet-only, I have daily outages, skips, stutters, modem/router rebooting and generally interrupted service. Not saying I'm being targeted for "cutting the cord", but it's awfully suspicious.
First, tech support says it's the modem, I bought my own modem - no change, same with router. I recorded all interruptions for which I personally witnessed. After awhile, I stopped keeping track because doing so didn't help resolve the issue.

Here's my list so far:
09/12
9:36p
9:50p

09/13
10:02

09/15
6:17p
11:16p

09/16
9:14p

09/17
9:36p

09/19
6:45p
7:12p

09/21
2:13p
8:06p
8:10p

09/24
8:02p

09/29
6:49p
7:55p

9/30
7:21p

New router
10/7
9:28p

10/12
5:15p

10/14
6:05p
8:20p
8:42p

10/15
7:45p

This weekend (10/20-21), there were multiple hardware reboots. When I complained in a survey, someone contacted me. I explained the situation. They apologized, "we're so sorry, blah blah blah".Rep said the issue was passed to level 2 support, but level 2 support returned it to level 1 requesting more info. That's the last I heard.

I still encounter this issue daily. If I contact Optimum, I get the same runaround. They have offered no remedy, financial, technical or otherwise. They will not escalate the issue, I've found no way to contact anyone but front-line support who know nothing and will do nothing.

If I ever find a viable alternative given where I live, I will drop Optimum in a NY second.

Service was installed at my son's college rental house. We provided the tech a check for the amount that was requested. Two days later the service got shut off because they said that my check bounced and I should call my bank. I knew that that was not possible. Called bank anyway and bank said that the check was never presented for payment. Called back and they than told me that I gave them a deposit slip instead of a check. That was not possible either. I requested to see a copy of what they were saying I submitted and they said they shredded it. Hard to believe. So now I am being charged with a return check fee and late fees. Being charged $30 for nothing that I did wrong nor would the company own up to maybe the tech did something wrong. Got now where with customer service. Called the executive office and told my story the person said they would look into it and get back to me within 2 weeks and again nothing. I can not believe that there is not one person in this company that can resolve this issue and that I am being charged for something I did not do. I gave the tech a valid check.

Account number: [protected]

I have been making monthly payments over the agreed amount and I am now being told that my bill has increased $30 above the agreed monthly payment. If I do not pay for my services within the next three days these will be interrupted. I have been a loyal, on time paying customer and to be treated this way is insulting. My promotional agreement is still valid until 2/1/2019. I have contacted the alleged customer service department which turned out to be a call center that was not able to assist. When requested to speak with a manager, I was informed that all supervisors and managers were not available. I need this resolved as soon as possible.

I have been going back and forth with Optimum for nearly a month regarding spotty service and the fact that ADT could not connect to my WIFI so that was not working either. They made me pay an $80.00 charge to have a technician come who then realized it was Optimum's problem. They had to replace my connections and my modem and router. When I called to complain about keeping the fee, they told me everyone gets charged the $80.00 when the technician comes out even if its Optimums fault. How is this possible? There equipment does not work now for the second time and I'm going to be charged another $80.00 fee for the tech to come out and realized the new modem had to be replaced again? They have horrible customer service and they are willing to do nothing for me, even though I have been a loyal paying customer for 4 years.

I have a part due balance. I made a future payment online ten days ago thinking that would take care of the bill. This morning my services were shut off. I spent over an hour talking to customer service only to be told there was nothing they could do. I said I am a good customer and just ran into a little trouble that I paid the bill but it won't come out until the end of the month. I was told this is policy and no exceptions can be made. I asked to speak to a supervisor and was on hold for over twenty minutes. I explained the situation the him and was told there is nothing they can do. I asked to speak to his supervisor and was told he doesn't have a supervisor. He said a supervisor would call me back and they didn't. I think it's terrible customer relations to not work with a customer that has paid the bill without issue for over a year. They wouldn't even work with me. It's like they are robots with no clue how to work with people. I am so disgusted with this company. I am going to file a report with the better business bureau as well as the network news media. They have not heard the last of me. Terrible, terrible customer service