Optimum
Reviews and Complaints

A new service was installed in our building on Sunday and in the process my existing service was interrupted because the technician disconnected the coaxial cable to my service and left it hanging unconnected outside the building. Shoddy work! I had to wait a day to have it restored. Despite the aggravation and losing a day and a half work Optimum gave me a credit of $12.58 (!) because the system calculates that as compensation and nobody can do better. Call that customer service?

I've had an intermittent internet issue for a long time at my house but only the last 6 weeks or so has it really become a problem, and as of today my net is down for 2 days.

I work from home and I actually use that 35mbps upload you pay for, most consumers don't even come close. That being said I've had the same tech at my house twice in 3 days and every call up complaint last month was left with me just putting up with a night with out service because of all the threats of charges and fee's because standard reasons.

Tech tells me 1 story, to call customer service, i waited 30 minutes for a 1 minute wait time for it to forward me to billing not tech support so i had to wait again. Finally get an agent, they tell me what the tech said was wrong etc etc. So customer service agents, multiple, and the tech are telling stories around each other as to what the next step is or what even needs to be done.

Router, no router, wireless, wired, etc etc. all ways of checking the speeds are coming back with a roller coaster of download speeds but the upload which is normally 35+ is coming back at 5 or less, usually around 1-2. Which makes me unable to work, and have since lost, including tonight 7 days of work.

I'm tired of complaining and looking for sub par help on twitter/phone/online chat. So I find myself here filling out a complaint wishing, and i will be looking, for a way to spread the word about this business and their practices.

Today is October 8th, and is the 3rd day this month and 4 days last month this has happened.

There are about 300 customer complaints on this site, so it is obvious that Optimum's management has no clue how bad the service is, and is not doing anything about it.
My bill has been arbitrarily increased by $10 per month. When I called, I was bounced around and put on multiple holds for over an hour, only to be told that they took away a $10 "loyalty credit" that they were giving me. How ludicrous is that? As I stay longer, I am I supposedly becoming less loyal? After being a customer for 27 years, that is the last thing any customer wants to hear. This is a great example of a monopolistic company taking full advantage of consumers. I believe it is time the authorities step in to change that.

So let me start off by saying, with all the troubles we have been through with Optimum, we still have stayed a very VERY LOYAL ON TIME PAYING COSTUMERS!
two months ago we had five techs come out because they couldnt get the new altice system hooked up.
NOW TONIGHT they come to my house and cut our service off from the poll, they said they meant to cut the house nextdoor service off and it was an accident, but they cant come back out to fix it, we have to wait almost a week. ARE YOU KIDDING ME! with the amount of mistakes these people have made i should be a friggin priority to come back out to fix another damn mistake they made. i can not take the let downs anymore of this company. paying practically $300.00 a month...not worth this disrespect. and the customer service really sucks, they are really rude, they wont connect you to a supervisor ever. im switching to another service!

We so badly want to switch back to optimum from Verizon fios as they've gotten outrangously expensive. Also. emlimated a promotion that kept our bill semi down. However, we don't want to and will not switch back before an agreement with you and fox is made and fox etc. are kept on and the agreement/contract isnt too short. As in reality this nonsense happens every single time the contract among you two expires.
Nevertheless, can you please email me at [protected]@gmail.com when a agreement and/or decission has been made and it's known as to rather or not fox 5 will remain on or be dropped. As if remains on we want to immediately switch to your services! Thank you.
Larry woodfield

I am a new customer writing to you because I am not able to get any answers from your customer service department and it has been over 2 weeks. My acct # is [protected]. I was quoted a price for my services of $129.99/month and then I decided to add more channels and was quoted a price of 169.99 I agreed to that price but then saw that they removed my south asian premiere package. I called back again and they told me it will be an additional $15 dollars to get the south asian premiere package. I told them this is not what I was informed and submitted a "ticket" so the supervisor could go into the system and verify by listening to the recording. I did not hear anything back ( after 1 week) so I called again and again they submitted a new ticket under a new supervisor. I was assured that I would be receiving a call back Wednesday Oct 3 however it is now friday. I am tired of calling and waiting on hold for an insane amounts of time. Additionally they made changes to my account without MY consent but based on a call from one of my family members who is NOT an authorized user on the account. The last person I spoke to was Elmer, and he told me everything will be fine and I should be receiving a call. I am not okay with this type of service and on top of that my bill is due in a couple of days. I need answers...

Every day I get mails from Optimum. Today I called to ask to stop sending me letters. The first representative (David) kept me waiting for a long time, then I received another representative from technical support. She said she could not help. Please stop sending me suggestions, this is very annoying. My address: 393 avenue S, apt 6a, Brooklyn ny 11223

Hi,

I have screenshots of my conversation with optimum regarding my service and I was transferred 6 times before just deciding to go to the automated pay bill line to make a payment myself. it seems as if I get threatened more about cancelling and receiving fees rather then attempt to help me with my plan. on top of that no one was able to tell me who the rep that was helping before I got transferred was, as if there is no record of who is helping me. this all stems from late fees and restoration fees and just got to the point where I am looking for other services this is not a threat this is simply me trying to figure the least amount of fees that's all for my best interest.
my number is [protected] would love to really speak to someone who doesn't transfer also never written a complaint a day in my life till today 10/03/2018

I have been a optimum customer for years and paying alot of money for my landline, internet and tv cable . I am so fed up with stations being dropped . Is it legal to drop fox five ..channel 5 . if this cable providoer is allowed to basically threaten your customers which are no value to their corporation, by dropping Fox 5 a main station, fox sports, fs1, fx, fxx and National Geographic! Sports fans who cant afford special pay for special sports stations. Can this threat of losing basic channels 2 thru 13 be allowed to disappear from my tv . How can this be stopped.

In June of 2018 I upgraded to Optimum 400 from Optimum 300 and was promised a Google Home mini for the upgrade. After 8 weeks of not receiving the device, I contacted Optimum customer service to indicate that I hadn't received it and they indicated they were looking into it, after two more weeks I called again when I had gotten no response, still got nowhere with the process. I then decided to go to there local store where after looking through the records the lady at the counter indicated that yes I was due a google home but would contact her manager Diane to call me back to find out why I hadn't received it. Diane never returned my call and after two weeks I drove down to the store again to see why I hadn't received a call or my google mini, Diane then tells me it was a mistake an that I wasn't eligible for the promoting, and downgrade my service, without my permission or consent.

For two years, your transmission of cable news station MSNBC, has been unacceptable. I have complained several times before. The picture breaks up, the screen goes black, and an error message displays: Temporarily Unavailable...blah, blah. The other cable news networks, CNN and Fox News are unelected. What is the deal? Are you slowing MSNBC (channel 68) deliberately?

If you cannot deliver the MSNBC network reliably, I expect a permanent discount. The erratic service began in September of 2016 and has continued, intermittently for two years now. It is maddening. This never happened with the previous owners. It is unique to Altice.

In plain terms they are thieves! They charge you a month in advance and supposedly there is no way of adjusting the bill if you decide you no longer want the service before the end of your billing cycle. Logically this makes no sense any way you put it. it's irrational that you are only allowed a specific day for canellation and that the company can charge you till the end of that cycle even if you've already handed in all of the equipment. I am still not understanding how this is legal. I hope I never have to use this company ever again in my life. I rather overpay for good service.

I moved and canceled my service received a refund on my bill. Then I got a bill for $35.23 after many calls finally a supervisor reviewed the bill and said it was a mistake and I was not responsible for the bill. Today I get a call from a collection agency. When I try to call Optimum it will not let me speak to anyone, it only loops me around to different was to pay the EXTREAMLY over due bill

I have been an Optimum customer for many years. I have called periodically to try to lower my bill. It is always the same scenario. $10 here $10 there and then the savings are tacked back on not long after. I inquired about a senior discount, I am 70, and was told with my present package I am not eligible. Then I was told if I went to the Basic Plan I WOULD BE PAYING MORE! That's deserves to be a comedy skit! Really? I don't believe that is actually in your sales script! Does that make sense? The long and short of it is that Optimum or whatever you call yourself now, does not care about the consumer.

The Optimum tech came to my house and shorted out my flat screen TV in the living room. He said it was not his fault and said it was a faulty wire. I called Optimum to file a complaint immediatly. I had an electrician over the next day. He said all of the wires were fine. LG then came and said he shorted out the motherboard and it would be 275$ to fix with labor included. I have called optimum twice and they filed a complaint with his supervisor and said I would get a call back in 24-48 hours each time. This was Monday September 10th. They still havent called me back. I need something to be done because he damaged my property and left, and said he could not install Optimum.

I face neglect from customer service, and in ability to enhance my internet connection speed after disconnecting it because of company mistake of confusing the connection between me and neighbor on bill, and now blaming me for not leasing the router/modem, making it the reason for slow speed which is only 13 mb at best.
I had a better connection earlier but the customer service representative does not want to bother himself check from the server or desk what is happening

On April 23 2018 I called Optimum Brooklyn to disconnect my service. I spoke with life representative to make sure that disconnection will be without any problem. My billing sickle ends April 21 Saturday and there was a problem to call optimum at weekend. Customer service representative assured me that my account is closed and i do not owe anything. Week after that I brought all internet and TV equipment to optimum facility. Few weeks later I start getting bills and calls from optimum that I owe Optimum amount equal one month of service. I think that request to me looks like the fraud from optimum and I have the reason for a legal action against it.

Thank you and have a nice day.
Sergey Evdokimov. 2060 East 19 str. apt.2J Brooklyn NY 11229
Email; [protected]@yahoo.com

I'm presently paying over $250 a month for your triple play package.
The internet service is terrible & your mobile app is worse. Example - trouble connecting on your iPhone or iPad, sound but no picture, wrong information in your taped DVR programs & the app consistently telling you to log in. This has been going on for way too long. I can't understand how a big company like Cablevision (Optimum) can continue charging its customers such high rates for lousy service. Every time I get my bill there's some kind of Increase ( you guys love to nickel & dime your customers) Why don't you people have a discounted package for us senior citizens ?
PS - the regular tv service is also nothing to brag about - maybe it's time to move on from Optimum.

September 14, 2018

Phone Carrior: Optimum
Correspondence Address: Altice USA
200 Jericho Quadrangle
Jericho, NY 11753

Date of Incident: September 14, 2018
Location of Incident: 920 Metcalf Avenue, Apt 10F
Bronx, NY 10473
Re: Account: [protected]
Dear Sir/Madam:
On behalf of Eulalia Fernandez, this letter is regarding the service your technician provided on September 14, 2018 at 10:45 am.
Firstly, when the technician arrived, he indicated per his order, he was to install a new router. I inform him that was incorrect, and he was contracted to install a new router and do some wall construction (so we could use the landline phone throughout the home). He insisted he was not contracted to do wall construction and refused to contact Optimum. He said, "I am not contacting Optimum because that is going to take too long."
Secondly, when he installed the new router, he refused return the old router. Since he was not performing the other services, I did not want the new router. He said, "I cannot do that because it's already connected." I asked him again to contact Optimum and when he refused, I contacted Optimum myself at which point he returned to the living room.
Thirdly, when I handed the phone to technician and he spoke to Optimum is when decided to go down to his vehicle and returned my home with a roll of cable wire. He said, "you're lucky I had this in my car, otherwise I could not do the work."
Lastly, I do not appreciate the lack of professionalism and poor service your technician has provided.
1- The technician should have contacted Optimum upon request and not have installed my router without informing me it could not be uninstalled.
2- The customer is always right especially when they are paying $80.00 for a special installation.
3- Lastly, the technician did not have to drill into the wall, he just had to past a wire through 2 rooms (kitchen to the first bedroom) wall. And there was already an opening(hole) in the wall running from the kitchen to my bedroom.
4- All technicians should come prepared will items such as a roll of wires, etc.
5- We did not get phone outlets which we're promised. We moved furniture and items to insure all phone outlets could be installed. We waited almost four hours for the technician who was not prepared and insulting.
This was a simple job which because extremely frustrating and caused my mother (whose ill) and I a great deal of time and effort. And for that reason, I am asking for a credit to our account.
Thank you for your time.
Odalys Fernandez

We called customer service about a Service Call Fee that showed up on my bill. We called in for service because the telephone service was not working. The technician that came out didn't fix a thing and his words were "I don't touch telephone wiring" and he was going to notify dispatch. We called to dispute the charges and the customer service rep(Rafael) said: "the charge is solid and will not be removed". We paid an extra $80.00 at the time of installation to have Optimum connect to the existing telephone wiring because we have an alarm, the problem is with their install they should own up to their responsibility. This was the second service call about the telephone service. We never had an issue with the telephone service prior to the Optimum Altice service.