Optimum
Reviews and Complaints

My situation occurred in February of 2021 I moved to a Newtown and optimum was then called sudden link they were the only service provider for my apartment complex when I first initial initiated business with them I chose to opt on a home phone Internet service and also cable I later found in about two months that the cable provided was not adequate enough for the price so I canceled about two months later after that I canceled the phone service because it was an old phone number that I kept getting bad calls from Mind you I am a work from home single parent mother so I had a income that was based solely on reliance for my household when I chose sudden link I was very disappointed with their service because it was blotchy I kept having bad pockets within the service there were days where there was no service and again I was paying top dollar for the top speeds that was a requirement for my job about eight months had gone by with this lapse in service but bill being paid in full and there was nothing that suddenly did about it they would send out the same technician who then moved into my apartment complex and had the same issues himself fast forward to today I have moved away from the property that I was living at and has been gone for about five months I called optimum in March to cancel the service they told me that it was canceled I wouldn't have to worry about it fast forward to May of this year when I received a text message saying that I had a total of over $400 that was due when I looked into it it was for a missing modem for the Internet and for a past due balance for service mind you I discontinued the service back in March today is Thursday June 29th I received a phone call telling me that a technician was on their way to resolve my issue again I'm not sure where the miscommunication came in but I no longer stayed at that property oh not to mention after the eight months of service in October I lost my job because of sudden links lapse in service for about a week I have gone through hell I ended up having to go to court because I did not have funds to pay for my rent due to me losing my job because of optimum now they are still continuing to harass me about a past due balance where it was their company's mistake for services that I no longer should have been receiving I don't know who I need to talk to about this but I'm looking into finding a lawyer! Not only were their bills paid but I lost my job I lost pay I ended up getting kicked out of my home with my daughter all by myself and they continued to harass me about charges that are not my responsibility run far if this is your only service provider! When I spoke to a representative this past Monday he told me that the balance was because of the missing modem I received a confirmation email on Wednesday stating that they received the equipment and that the credit would be back on my account then I got a text message saying that I owed a hundred and fifty nine dollars do you want to know what they told me that balance was from? they told me the past due balance of $19.77 had accrued all these late fees and now I was due a $140 to this company I am beyond irate at this point because I'm being harassed I have every single receipt that I need to prove that they have caused me nothing but trouble I have a book pamphlet from my job of why I got fired because I did not have adequate Internet service which was suddenly links issue now all of a sudden they're optimum. Since they will not conduct business in a proper way I will find someone to sue them because in my eyes I feel like that's what they want from me at this point they caused me so much pain and suffering from losing my job losing wages and having to be put out and taken to court because of not being able to pay my bills on time!

On June 21, my cable box stopped working. I contacted Optimum to attempt to resolve issue and the "technician" asked me for all my information, then asked to me unplug/plug back in box, and then decided that I needed to go exchange my box for a new at any store. I asked if I needed to make an appointment or anything, he said no, just to unplug box and go to the local store to exchange. On Friday morning, I was able to take the day off from work to go to the closest Optimum store. Upon arrival, I was told that they did not have my Altice All in One box to replace mine, and when I asked where I could go to get one, he stated he had no idea. He then proceeded to get me two boxes: one with a cable box, and one with a router. He also provided me with battery packs and cords, remote, batteries, a splitter, a coaxle cable, and a pamphlet. Once he printed the receipt, he told me to go home and "scan the QR code and follow the instructions to install the equipment". I laughed at how I needed to go home and play technician, and still pay for my bill at the end of the month. I walked to my car fuming, and decided to contact customer service to inquire where I could go get an Altice All in One box, seeing as space was limited, and all of this equipment was too much to place int he space at home. I chose not to leave the parking lot in the event I had to go back inside the store to leave this equipment. In speaking with Antoine, he stated that I "should NOT have removed the box; a technician should have come to do that". When I told him the direction I had been give by their technical department, he stated he didn't know why. Then I asked where I could go to locate an All in One box, and he placed me on hold, only to come back to tell me that they are "phasing those boxes out". Upon arriving home to play technician, I scanned the QR code and followed the instructions to the "T", only to have a screen pop up to contact the technical department, which I had the distinct honor of pseaking with "Omar", who was rude, nasty, and refused to help me complete the set up; after an hour, and me begging for him to transfer me to someone who was willing to help me, he hung up on me. I immediately called back, and got "Muhammed" on the line, who after hearing what Omar had done and not done to help me, was patient enough to walk me through having to set up a splitter, connect coaxle cables, and to dsicover that I was in need of yet another coaxle cable to finish the connection. I needed to go to the store to purchase one, and Muhammed agreed to call me back the next day, Saturday morning at 10AM when he shift started to make sure I was complete in my setup. He, in fact, kept his word, called me back, and we were able to connect the cable and ALL WAS FINE until this morning at 6:30AM. I was watching a news channel, and all of a sudden, the screen switched to read "You can be watching this channel in a few minutes if you call this 800 number to upgrade: this was happening on all channels. Now, you may be thinking, "was the bill paid"? Yes, it was all current and paid for. This was clearly a problem from their end. I called again to speak to someone from the technical department, only to speak to four different people, and get hung up on. To end this disgusting, abhorrent, and dismissive behavior from this company, I called back one more time to cancel my service. I also took time to file a complaint with the FCC, and file another complaint here. I was also advised to contact my State Attorney General.

Optimum has an issue with their 1 Gig Fiber Gateway- Optimum Outage number (CTS ID: 2650796) My landline phone cannot keep the time and date current. This issue has been open for a year. Optimum acknowledges it and claims to be working on it. I have tried complaining to them but nothing has been done. A tech came to our house and saw it. They offer a one time $5 credit.

a black male driving a white Optimum vehicle license plate number RTT9985, was making a service call next door to my home in Kings Manor Subdivision, he parked the vehicle partly blocking my driveway, I kindly asked how long he would be, he answered, Why?, and explained that he was blocking my driveway and he responded, " you have plenty of room, I don't have time for this I have work to do and walked off. I attempted several time to contact customer service no one answers. Finally after about 40 mins or so the driver came back out and got the vehicle and left.

Optimum should inform their drivers to not partly block other residence driveway for any amount of time as well as the street too. I live in a cul de sac, no vehicles would have been able to get around him..

I am not sure what work address is used, all I was able to do is get license palte number and name of the company on the side of the vehicle. He was working on the house next to me 27130 Kings March Ct, kingwood tx 77339

I spoke with outside sales agent from optimum on 6/5/2023. Agent too my order and scheduled my appointment for 6/10/2023, stating that is the earliest he can do. Tech came out to install on 6/10/2023, stated there is no light at the main box at the street and someone else will come back to fix it with 24 hours. With numerous amount of calls no one has been able to help and provide SLA as to when I will have the service. 5 days have passed and no one has reached out to me. Please let me know if you cannot install my services and activate it in next 24 hours I'll do else where as there are other options available. I cannot afford to be out of service as I work from home. This is completely unacceptable.

Suddenlink wasn't the greatest, but since the buyout/merger with Optimum they've gone off the deep end. Prices have skyrocketed and service has gone down the toilet. Frontline service personnel are nice but ill-equipped to handle anything...providing you can get to a human after a myriad of computer prompts. And, you talk to 4 different people, you get 4 different resolutions.

And, their ACP program for low income people is a joke. They fain participating, I suspect to keep the Feds off their backs, but they have it gamed to where you only save a little as opposed to what they advertise up front. Net result, you spend an inordinate amount of your precious time to save very little after being led to believe you could save a fair amount. STOP WASTING MY TIME!

Can't wait to dump them forever!

The lady on the phone talked over me wouldn't let me speak. Asked for a supervisor claimed it wasn't possible, but I knew it was finally she did it took her 40 minutes after already being on the phone for over an hour. They sent a new modem we hooked it all up correctly and the guy obviously didn't know what he was doing. Had the box turned on then all lights went off and claimed the modem is damaged when its not. Now we've been without internet that we paid for for almost 2 weeks now. They said there sending some Tuesday. This company isn't worth the headache definitely would not recommend to a single soul.

we are out of internet for 3 days. Optimum customers services are passing the ball from one department to another by just raising tickets and not solving the problem . We as loyal customers who are paying the price due to their mistake. This is affected our work as we work from home . We had no internet issue early but optimum kept on knocking doors at our house to change modem to fiber optic upgrade . Optimum technician came and messed the internet .he said it will take 1 hr but its been 3 days the issue is not resolved. Its like a dark road we don't know who will help us and whose door to knock at optimum who could get us out of this mess they have created.

Please do not let optimum guys touch your internet for fiber optic upgrade, they will disrupt your service.

Date: 6/12/23

To: Optimum Customer Relations/Customer Retention

Fm: Daniel Tobin, 7 Valemont Rd, Montvale, NJ 07645

Subject: Account # [protected]

To whom it may concern,

I am writing this as a courtesy to Optimum before I publish an associated editorial for our local newspaper.

For the past two months I have approached Optimum with the same problem; I have no IO Menu functions that allow to program title searches for subsequent DVD recording scheduling. The error code is SCH101.

1) 2) 3)

photos found in attachment

I have been assigned a couple of Optimum case #’s along the way, DSTX00178387213 and more recently, DSTX00178823511. During May 2023 an Optimum technician visited my home and declared there is nothing wrong with any related Optimum hardware inside my home. Rather, he said he would schedule an additional Optimum technician to inspect and possibly replace the outdoor pole to house connections. None of that happened. To date, Optimum personnel and Company remain perplexed and do not comprehend how to remedy error code SCH101. It appears the only remedy to this situation is to terminate Optimum and initiate a Verizon connection or some other Company that can deliver TV programming and functionality as promised.

Next week I will subscribe an editorial to our local Rockland, NY and Bergen, NJ county newspapers available in print and online to alert other unsuspecting or existing Optimum customers who may suffer from this expensive neglect and disservice.

With sincerest disappointment and regret towards Optimum abilities,

Daniel M. Tobin

[protected]@hotmail.com

[protected]

I have been without service for over a week. Every time I call, I get a different date. The last time I called, the customer service rep was actually laughing like it was a big joke. I work from home and need internet access in order to do my job. I have been a customer for almost 20 years and this is how I get treated? I'm beyond disgusted. If there were literally any other company in my service area I would have switched already.

I have had an Optimum email for 20 years. All of a sudden Thursday I try to log on and get an error message saying I don’t have an account. After hours of being on chat I was told my email was disabled. I have no idea why and no one can enable it. I had folders of personal information that if I had been told I’d never get back into them or my contacts to elk them that email would no longer be good I would have done something. But no one alerted me and now I have lost all that information. I find that to be inexcusable from such a large company

Starting on May 19th, 2023 I called customer service due to internet not working, phone time dealing with customer service from May 19th 2023 to June 6th 2023 and internet is still not working. I as the customer should not have to ask for a technician or tech support, internet has been going in and out for over 3 weeks and no remedy in this matter has been solved. Along with the fact that I did not receive the ACP program credits that I have been approved for August 18th, 2022 and then requailfied on October 13th, 2022, and also in November 7th, 2022 I filed my paperwork with Optimum and never received the credits to my account.

I received a call on Monday, May 22, 2023. Thought it looked like spam but answered it anyway. It was from a nice-sounding woman who spoke to me like she had known me for a while. Told me she wanted me to come back to Optimum. I explained I had no interest in making any changes at this time.

She pursued the matter, offering me this, that and the other. The way it was left was this: I very clearly stated I was not going to make a decision right away, at which time she agreed to call me on Friday, May 26, 2023. I DID NOT agree to any kind of an appointment whatsoever.

I have received several emails regarding the confirmation of an installation date of May 31, 2023. All of my phone calls and chats, which add to a substantial waste of precious time, have yielded yet another email this morning confirming my "Order" which I DID NOT PLACE. Not one of there employees - either in the chat or on the phone, seem to understand what CANCEL means.

Word to the wise - If you think a call is Spam, it probably is.

Optimum failed to deliver phone I bought o line phone was paid online 17 dollars was sent back to optimum I was refunded 17 got store credit of 217 got mad bought new phone at store keeped same number new number went on a03 phone and I was told to cancel the service to a03 phone when I recieve my refund so I did now I just have the a14 galaxy I use now and want to see my bill back to normal employee said will exculate this to fix mistake have many confirmation numbers for times called.and to see would like to see the fix it on my optimum mobile login not outstanding fees I don't ow or have to pay please investigate this employees and the system to see online

The local office assured great service for the area. Contacted Optimum mobile via phone and was again ensured that service and mobile coverage were great for my area. Less than 20 minutes into the eSIM process (eSIM wouldn’t activate) the customer services individuals informed me that there is NO service in my area. I paid $150. After speaking with a customer service representative I was told I would receive a full refund. $107 was sent as a credit to my mobile account that I cancelled. I informed them I wanted the refund returned to my card. They sent $57 and stated that I owe them $107 for the phone that was returned with their shipping label that I had to request 5 times because they would NOT SEND IT.

WE CANCELED OPTIMUM.

Join new CLASS ACTION LAWSUIT against Optimum & Amazon, re; alleged Bait And Switch scam in 2019.

We never received the advertised '$300 Amazon gift card' aka bait and switch, allegedly. Did you get conned by Optimum & Amazon? We tried for 3years, 3years of Optimum BS, now it's time to PLAY BALL.

Also, Optimum has another scam in progress, when our 1-year agreement expired Optimum gave us their 'new promotion' and covertly slipped their 'DVR service @ $30 per month', into our bill, except we don't use a DVR, NEVER WANTED DVR, we never gave Optimum formal permission to provide DVR to us, aka excessive billing practices, fraud, abuse of power...

CHECK YOUR OPTIMUM BILL for any discrepancies and reply ASAP.

Our objective is CANCEL OPTIMUM into bankruptcy.

ps Optimum customer service, Optimum Supervisors, Optimum Retention Team, Optimum Escalation Team and Optimum's A.I. recordings will no longer exist after Civil, Federal & Class Action lawsuits, that's a worthy goal for peace of mind. Also, Can I attach our formal complaint (MS Word Document)?

Every morning Monday through Friday between 10 am and 11 am the cable goes out and stays out at least an hour if not longer. I can understand there are situations where it'll be off for some reason but every single morning during the week? I pay an awful lot for my cable and it's utterly ridiculous that this happens every single morning. It's happening with my neighbors too. Suddenlink was absolutely horrible and I was very optimistic about your services. Not anymore.

We noticed a $70 increase in this month's OPTIMUM's bill compared to last months' with no warning whatsoever. I have talked to several OPTIMUM representatives and they tell me to suck it up and pay it. BTW we did not request additional services. Last month, the bill was $116.93; this month it was $186.95, an increase of $70. We are retired and on a fixed income, $70.00 increase hurts. We only get internet and one landline service.

The problem is that we are obligated to use OPTIMUM as they are the only provider here in Allamuchy.
I do not know what you can do but we thought that you should be given a heads up at least.
Their services are not luxuries but necessary in today's society and OPTIMUM knows this.
my email is [protected]@optonline.net. Would appreciate hearing from you.

We have optimum services/ TV, phone, internet and our emails. My child inadvertently deleted his email account and it is very important that we get this account reopened because certain accounts are linked to it and we cannot change the email address unless confirmed through the old email. We are unable to find how to do this. Please help! [protected]@optonline.net

I was told I would get a promotion for 2 years. It started on April 7,2021. They gave it to me for 23 months. When I called to get my last month of promotion credit, First person kept trying to talk circles around me. I asked for a supervisor, Supervisor told me that promotion never existed, even though I had it for 23 months, to the date of receipt that I signed on April 7, 2021. So now he is calling me a liar. I have been a customer for over 25 years. For basic basic cable, 2 boxes, 1 DVR and internet, They are charging me $208.00.