Optimum
Reviews and Complaints

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.

To the customer service department:

I am writing about account number [protected]. Our address is 1975 Silver Tip Drive, Tahoe City, CA 96145. The name on the account is Judith Shaw. Her email address is [protected]@shawlawpa.com. Her phone number is 410–913–8309. I am her husband.

This is to complain about the incredibly poor service that we are receiving from your company. This is also to make further demands, as outlined below. But first, the background:

We returned to our house after six weeks away on April 12, 2023 to find that our internet, television, and telephone service through Optimum was not working. We telephoned your company and received an automated recording that service was out in our area and that it was being addressed.

The next day, April 13, 2023, we telephoned your company to advise that service had still not been restored. We were advised that a technician would be sent to our house. A technician did appear on Friday, April 14. He inspected the equipment inside and found it to be functioning. He advised that the outage likely was caused by a problem outside. However, the junction box attached to the exterior the house was covered by 12 feet of snow, and he could not access it. I advised that I would shovel it out very quickly and asked if he could return later in the day. He advised that he could not.

I uncovered the junction box, and found that it had been pulled off the wall by the snow. I opened it, and found that one of the cables had broken and also found that a small circuit board had been damaged.

We telephoned your company again on Friday, April 14 to ask that a technician return to make repairs. After initially being advised that the earliest appointment now was the following Friday, April 21, seven days in the future, we called again and another representative advised that your company would send a technician the next day, Saturday, April 15. We were instructed to remain at home from 10 AM until 8 PM and that the technician would arrive sometime between those hours. We waited until approximately 4:30 PM on Saturday, April 15, but no technician appeared. We telephoned your company again, and we are advised that there had been an emergency and a technician could no longer appear. We were further advised that we were telephoned about this, but we, in fact, never received a telephone call. We were then advised that the soonest appointment where a technician could appear was nine days away, on April 24, 2023. This date was of course three days later than we had initially received an appointment for on April 21, 2023.

We called again on Sunday, April 16, to plead for an earlier appointment. We were then advised that a technician would appear on Tuesday, April 18, 2023, between 10 AM and 8 PM. Again, we waited until about 5 PM and no one appeared. Again, we telephoned the company to inquire. We were falsely advised for the second time that a technician had tried to telephone us, this time to verify we were home, but because no one answered the phone [protected]) he did not come to our house. (This is an out right falsehood, and the second time a misrepresentation, if not outright lie, was perpetrated by your representatives. We were in the house the entire time. Judith received other telephone calls yesterday on her cell phone, but none from Optimum. If in fact no one answered the alleged telephone call made by the technician, why didn’t we even receive a voice mail? The falsity of the claimed telephone call is further borne out by the telephone call we did receive to the above telephone number listed on our account this morning at 6:06 AM, as further discussed below.) After recounting all of the events above, we were advised that we would receive an expedited appointment within 48 to 72 hours.

We were awoken this morning, Wednesday, April 19 at 6:06 AM Pacific time by the first telephone call we have received from your company (likely from a representative in the Central or Eastern time zone). This time we were advised that we would not receive an appointment within the 48 to 72 hours promised yesterday, but that the earliest appointment we could receive is for April 26, yet seven more days from today.

To recap,

1. We have been without service since before April 12, 2023.

1. We were given appointments on Saturday, April 15 and then Tuesday, April 18, with instructions not to leave the house from 10 AM until 8 PM. No representative appeared either day.

2. No telephone call was made from your company to advise that these appointments would not be kept.

3. We also had been offered appointments on April 21 and April 24, until we pleaded for earlier appointments. NOW WE ARE ADVISED THAT WE WILL NEED TO WAIT UNTIL APRIL 26, 2023, seven more days from today, for an appointment.

At this point, we have no confidence that a technician will appear on April 26, given your company’s complete ineptitude and callous disregard for reliable customer service. We would have switched to another provider, but your company is the only one that provides cable internet in our area, the Talmont region outside Tahoe City, California. Satellite internet is not an option, because of the heavy forests and snow fall. It is apparent to us that because you have a monopoly, you believe you can simply and intentionally disregard your customer’s needs without any consequence. If my law firm, or any business with competition, performed as your company does, we/they would quickly be out of business.

I am a trial attorney. My wife Judith is my office manager. We use the internet to work remotely when we are in California. We arrived on Wednesday, April 12, 2023 with the intention to work remotely here for five weeks, in between mandatory in-person attendance at trials in Maryland. I use the internet in our house to conduct Zoom meetings with clients and expert witnesses, to attend depositions, and to attend court appearances when permitted by Zoom. I also prepare and receive legal documents and court filings electronically and communicate with my clients by email. I have already lost the majority of five days of work (I bill by the hour) because I can’t access the internet. I will now need to rent office space, if I can find it nearby (I may have to travel to Reno, 50 miles one way, to find it) to conduct my practice. Using the internet in a public space such as a coffee house is not an option, because of confidentiality requirements and the avoidance of any outside noise or sound. We had waited until now to look at other options for internet access, given your company’s repeated representations that we would have service by now. I have postponed three meetings and a court appearance thus far, but may now need to rent a facility.

This is to demand that a technician be sent to our house immediately, not seven days from now.

This is to demand that my firm be compensated for all loss of income and extra expenses incurred to rent a facility with internet access so we can conduct our legal practice. I will send a itemized list of our damages after internet service is restored.

This is also to demand reimbursement of fees that you have charged us for the period when we had no service.

I am sending this from a local coffee shop with internet access.

Please respond promptly.

Ronald and Judith Shaw

Ronald U. Shaw

Shaw, Barnes & Damiano, P.A.

11350 McCormick Road

Executive Plaza III, Suite 1200

Hunt Valley, MD 21031

[protected]@shawlawpa.com

Called this morning to review my ridiculously high monthly bill. I have a basic cable package together with internet and fixed line home phone. After being disconnected twice mid sentence I was finally able to get through a customer service rep that I couldnt understand because she barely spoke english. After repeatedly asking about home much was I get charged for each service she couldnt articulate each charge and continued to give me the overall number. I asked if I could speak to a supervisor because I was having trouble understanding her, she began to insult me by saying "whats wrong with your hearing"? I dont have a hearing issue, I have an issue with understanding someone who barely speaks english. After 26 years of optimum service its time to cut the cable cord!