Optimum
Reviews and Complaints

Moved to a new residence. Continued internet service from previous residence. Was told that I could return the equipment from the previous residence to the technician/installer when they showed up to set up internet. Gave him my equipment to return and asked if there was anything else I needed to do. "No", was the response. One month later, I'm being charged for a late fee on returning the equipment. I call customer service for the first time. "Hey. Why am I being charged this late fee when I returned the equipment to the technician when he set up my internet?". "Oh. Don't worry about that. We've fixed it on our end and you won't be charged for it in the end." My bill posts a few weeks later. I am charged for the late fee. I call back customer service for the second time. "Hey. Why was I charged this late fee even though I was told already that I would not be?" "Oh. That was an error on our end. We've already put through a credit for that on to your account." "Were you going to let me know that this was the case and why would you not ask me if I'd rather have it be refunded, as it should be?" "Well, I'm trying to help you here. We can only move forward from this... (in an angry tone) "I realize that, but do you understand that you've charged my account incorrectly and could have made my account overdraft for no fault of my own?" -no response- "Please refund me the amount for the late fee...". There was absolutely no sympathy at all from this customer service representative and no sense of, "Oh I'm very sorry about this sir". Just a smug, "It's your problem, not mine", type of attitude towards me. Who taught this person how to interact with human beings? What a God awful experience.

Hi My name is Dan

I called in to restore my service today with optimum after paying my outstanding balance I had for a few months to be honest.
going over details about my options I was informed of this surcharge that I will have to pay due to optimum leasing or paying taxes on channels. Which how it was explained to me. I was informed this by a david and a cindy rep ID 36770, if that's real.
I recorded the conversation and I would like the conversations to be listened to by someone to hear how rude David or as Kas was to me, he provided me with 2 different names.
As a customer, I deserve more respect even if you disagree with me. I never yelled or made any rude comments, if you listen to the recording you'll see.
My concern is why am I paying for a surcharge if I'm paying for you optimum to provided service, I fully understand what a surcharge is but I don't see how I am responsible for what David or Kas said is for the rental of the pictures something like that.
Now my concern has increased due to the fact I was rudely treated over the phone, how I kept getting put on hold, how different information kept getting provided to me, how I was denied talking to a supervisor for 20-30 minutes because it wasn't an option but then it became one and is always an option.
I'm upset and will Like to speak to someone regarding this matter.
my phone number is [protected], account number is [protected]

Someone opened an account using my information and I am being held liable for the full payment. I submitted proof to Optimum about where I was living at the time the account was opened. I even gave them the information of the detective investigating this case and still Senior Representative Liz (ID:RAI) stated that because I know who opened this account I am responsible for the balance. This is just ridiculous! She continued stating that this is not a case of Identity Theft. According to her this is all Optimum policy however, when I asked her for a copy of their policy she refused to send me a copy. I am extremely unsatisfied with how Optimum is handling my case. BTW my services will be terminated on the 15th thanks to this criminal! Great job Optimum!

I prepaid for bundle service (telephone tv and internet) that was installed on July 15 2018 and I disconnected on Aug 15 2018 and they are saying I owe them for August until the 31 st when they should refund the month I paid in advance. I am not paying for a service I did not receive. I will file a complaint with the better business bureau if you cannot correct this error. The phone service was static they could not fix it. The box kept turning the tv green their remote are extremely small adults with large hands cannot use so I called to cancel the girl who took my call was rude. I do not feel that we should have to pay for August since again I paid a month in advance on July 15. When I called to dispute the bill she said it's the billing cycle why do I have to pay for a service that was not in use. Next step will be the BBB. Thank you for your assistance you can provide.

Our internet service and telephone services have been down 5 days in the last month due to construction being done in the area. Businesses cannot operate these days without these services. When there is planned work being done, there MUST be a backup system in place. We lost unknown business during these down times and could not process credit card transactions. Our employees sat with their hands tied as no work was able to be performed. We have sustained financial losses.
It is out again now. Optimum did not give us even
Credit for down service let alone reimburse us for our losses.
What can be done for now and for the future to have a backup system in place.
Thank you.
Chaim Drebin
[protected]

I call optimum customer service for a technical issue at least 4 times a month. I will not longer be a customer with optimum in the very near future. I've asked to a supervisor every time I call with an issue because I'm wasting my time and money and then seem to get anything in return. I've had Verizon my whole life and unfortunately my husband wanted to switch to optimum. As previously stated, in the very near future we will no longer be optimum customers and will be happy again with Verizon.

I was speaking with a supervisor for Optimum today about obtaining an extension on my bill. I paid $140 towards my $200 balance, which was all the funds I had at the time, and I needed an extension for the next 2-3 days until I received my next check in order to complete the payment. This would be the first and only time I would be getting an extension after 4 years of being a customer. My request was denied. Obviously I was upset about this and was asking for a clear explanation as to why my first time request of a 2-3 day extension couldn't be granted. The representative proceeded to repeat herself and not provide a thorough answer. She then cut me off and hung up the phone on me in the middle of me trying to get answers on my account. That was extremely unprofessional and shows exactly how much Optimum does not value their customers.

I called your offices for the 4th time this evening to find out about gettng a refund for the overpayment of $112.17 for account number [protected]. This account was closed because we moved out of the area. The credit card that was on file expired. Your team first said they couldn't take a new credit card over the phone. Then they said we'd have to come in to an optimum store. We live outside of the service area so that is not possible. Tonight I got a confirmation number 8277766 for correspondance that the clerk sent to the billing and collections department.

I simply want a hard copy check sent to me for this refund. I shouldn't have to spend all time time and energy getting payment.

Beatrice Kandell
2026 Glen Ross Rd
Silver Spring MD 20910
[protected].

thank you

2 weeks ago today we upgraded to optimum 150 and since that time have had nothing but trouble. This is a firehouse, emergency services, with 2 weeks now of spotty service and outages. 1 week ago today the internet went out completely and we had to disconnect router from the splitter and hook direct to get internet to work at all. That means no TV for the last week for the volunteers here, and still spotty internet. 8 days ago they determined the underground cables to building needed to be changed. 7 days ago we were told they would be here Tuesday to run the cables, its now Thursday and noone has been here, and the emergency services of the ronkonkoma fire department are still dealing with internet outages multiple times per day. You would think when emergency services are impacted, there would be some prioritization here for us. While I had no expectations of an overnight repair, it's been 2 weeks from my initial report of a problem. For 2 weeks the emergency services have been impacted, 14 days.. what will it take to get this fixed? Ronkonkoma fire department, 177 portion road, lake ronkonkoma, ny, 11779.

The technician cam today morning the 3rd day have unreliable internet and very bad tv. Then after 1.5 hrs the tech leaving, the altice one came to CM Registering, then it was saying init failed router. The support call I made at around 145 PM, they said some one will be there by the end of the day. Later the dispatcher xall ed d and said there is no technician available, the schedule for the tech is tomorrow 08/30/2018 between 11 and 2 PM. The router and cable modem.aee built into one
And the sad thing is there is only one cable internet available here. Thanks to monopoly, the tech/customer service dont care, you are just a number.

We are Using optimism for mire than 14 years. Everything is going worst and worst as the years god by- service, customer service and price.
I work from home and internet service was ok until Optimum 100 came up. Optimum gave me Optimum 100 for free for a year because of the issues that came up with regular internet. Now We are bombarded with offers to update to 400 MBP or so and optimum 100 connection is at its worst since I have internet.
My household usage is below average and nothing changed. It is not normal to degrade performances for existing services hoping to force clients to upgrade.
We are loial clients and deserve good service for the load of money we are already charged.
The more frustrating part is that customer service is down the drain too. What can the poor employes can do when the company is seeking profit only and no quality? Simple, do what you have to do to get paid who cares about clients

Was overcharged in billing 4/8 to 5/7 2018. Was on vacation hold for six months and then went on temporary suspension on 3/27/18 before my vacation hold was up. I have called 12 times to resolve this complaint. The last two times they stated someone would call me back who solve my problem. My figures are they owe me 157.39. My phone number is [protected]. Antonio R Corso

I have been with optimum since the middle of april and since then I have about 2-4 techs a month that have to continue coming out to replace these boxes! I sit on the phone with customer service for hours and hours at at time and nothing gets resolved I just here the infamous mam we have to send another tech out to fix the issue okay I guess this cable compnay thinks no one has lives and no one works so they can just keep having people miss work a which means less money in the home for our family and children all over a poor cable! 4 months and already searching for a reliable cable company

I ordered my TV, internet, and landline package in May. I noticed after setting up a date for service installation that if I ordered online they would waive the service fee of $80. I called back the company directly after to cancel service so that I could re order online, so that I could save the $80. It is now almost September and I have been calling incessantly to check on my credit and am still without any answers. In addition to them not crediting my account back when we first ordered the service, we increased our internet to 300 mbps. We were paying for 300 but were only actually receiving less than 90. We also were not receiving all the channels we were paying for, so we had to call up multiple times to have our channels turned on.
Most recently I called again to complain about the $80 credit, and while I was on the phone I told the sales rep that we ordered a movie on demand on accident in Spanish, and it wasn't even accessible and I asked her if she could cancel the charge and she told me that It was even harder to get a credit back for movies than it would be for me to get back the $80 credit. I am frustrated with the service, we have had nothing but problems, and I am not getting any answers even after investing all this time into calling and speaking to multiple representatives. They always apologize and say they will personally take care of the matter and then I NEVER hear back from them. I don't know what to do at this point and feel I am at a loss.

I had made two payments (one online and one in store) on the same day. I was told the one online would be stopped since I had made one in cash in the store. Now they are telling me it cannot be reversed because there is a balance, even though the required balance had been paid.
By far the WORST customer service on the planet! I am going to my bank to stop payment in order for them to not get the money.

I got my internet service by the very begining of this month, august 3rd, i didnt receive the Speed i was supposed to, i called optimum customer services, they didnt know thru the phone why i was receiving this speed, so they decided to send me a tech, before the 15th day of august i receive a bill with the whole month, plus installations fees, im ok with that i knew it was going to be something like that, but i also was charge with 80 dollars for the tech visit, with no notification, and it wasnt my fault, i just reported the slow speed i was getting, the tech confirm this and also changed the devices on my house, now im force to pay the 80 dollars more for the tech or ill be send to collection, i called them and complained about it, they just created a report and told me that they will scalate the issue, none has called me yet, the due date was yesterday, and every time i call them they just keep adding days to the report, first they told me i was supposed to get an answer between the first 48 hours, now 72 and so on, im just wondering, are we alone with this people, can they just steal us money like that?

people, optimum is MOTHER [censored]ER [censored] COMPANY. cancel service on first day of service... requesting cancel and they still charge me the whole F***** cycle. People if plan to move or cancel service, please do ahead of time before your new cycle START. [censored] this OPTIMUM COMPANY policy. I never had this issue. cancel what day i want and i shall bill to that to day. It should be more fair to consumer. Such a scammer! RIP Optimum.

In mid July I called due to no service with all lines of business. When I contacted the local customer service # the agent informed me of an outage and I will get a call back once the outage is over. I checked with my next door neighbors and their service was not interrupted. I waited approximately 3 days and never received a call back. However the next a agent scheduled me a service appointment . Thus confirmed there was never an outage.

During the initial appointment the tech did ot show up and I called 1 hour after the appointment window to find out where is the tech and was told the tech was her and called the house number and got no response. You can image how I very upset. One you coming out to service all lines of business and you make a call to the very Home Phone# that is out of service - and status me as a n"Not Home"

I assured the agent I was home since the appointment window and the tech never showed as my front door was open and I was getting a delivery for a new stove and refrigerator. The agent then booked a new appointment for 7/27

The tech who did come out to service me was great. He explained to me what he is doing and where the problem was- outside. There was no signal coming in. He changed some connection and the wall plate in the house. This is when I reveled to him I was a Spectrum Customer Service Supervisor and commended him on a job well done.

Here is will I must express my concerns. Upon receipt of my next bill I noticed I was being charged for a service fee for $80. To make a long story short if I say I say I call 10 times to dispute this charge is an understatement. Agents would put me on how for minutes at a time and state a supervisor will call me back. well that never happened. When I did reach a supervisor he state he can not issue the credit and will have to refer the matter to the technical dept. since the charge came from them. Again a follow up call was offered and never happened. Each time I called back to inquire when will I see the credit, my case is always being referred to someone or another dept .

On big disappointment is the customer mistreat. Agents hanging up on me, placing you on extensive hold time, can never get a supervisor or a manager on the line and today a supervisor hung up on me telling me I don't have a right to yell- I'm the customer and I don't have the right to be be upset? Its been 30 days trying to get my bill corrected and I should not be upset? At he the same time my wife was on another line with an agent and the agent must have released her mute button and can be heard talking about the account and the customer in a negative manner. This type of customer mistreat would never be accepted my my company

I have over 30 years with Optimum from new York City, the Bronx and New Jersey and never have i been treated so unjust.

I stand ground and can not understand how do you call a phone number that is out of service an status the customer as not home and never show up to the house and then wan to charge them a fee for $80

And this is my short version.

Finally the supervisor my wife was talking to was able to satisfy us by stating his is issuing the credit $80 now- where all others failed to do so.

Thank you Supervisor Micheal (tbw)

Why is it when I call customer service I CANNOT be transferred to anyone that has English as their first language? The accents on the customer service reps are ridiculous. People are dropping your service for many reasons and this is another one that needs to be addressed. I have no idea why I should try and understand what they are saying. I called 3 times and cannot find a rep I can understand. How do I get assistance? 8/21/18

I have been a loyal customer for over 30 years. Every two months my bill goes up drastically. I have called and the representatives specifically a man named Domingo wants nothing to do with helping me. He offered no help just transferred me over to the cancellation department. Why wouldn't you want to keep your customers? I'm confused as to how these people are trained. My internet never works I had to spend money on getting routers so I can finally get some signal. My dvr says not available about 4 Times a week. So if my service isn't what's saving me from cancelling don't you think the reps should try even a little. It's a joke worst company I have ever dealt with.