Optimum
Reviews and Complaints

I had a appointment for Aug 16th. Have a vmail to prove. Service agent input wrong day Aug 23. Despite it was their fault they refused to set an earlier date to make up for the problem. Spoke with 3 different agents Shay, Kas, Raphael they all told me that the technicians are not responding to their e mails for an earlier date and won`t do anything about the problem even though I am not at fault. All 3 supervisors Indicated there are not enough technicians to service area . Too many customers for the staff to serve them. They basically said good luck getting help if you have a serviced problem. Horrible customer service. Call centers are a waste because all they can do is pass on the info but the technicians ignore their e mails/calls. I do not understand how FCC, Consumer Affairs etc do not do anything about their total disregard for their customers

I ordered Altice One, that person who took the order on the phone explained to me that I was going to get three cable boxes plus internet and house phone service for a certain monthly pay, around $150. So when the technician came this morning around 8, he told me that the order was placed for one box, which was wrong. so optimum called me and tried to sell me two more boxes for extra money, so I was frustrated and called them back and we made a deal and they rescheduled my appointment for the same day, which is today. so I've been waiting almost all day for the technician to come back, and I just called and they said that there was no schedule, when there was a schedule. so I cancelled the order because that really frustrated me. were actual optimum customers now and we have been for over ten years. very disappointed.

I have been an optimum customer for 20 years. Over the past 2 years I have had nothing but problems with my internet connection and WiFi. Most days my modem needs to be restarted 3+ times (if it decides to work at all). I have spend countless hours on the phone (usually on hold) for technical support and have had a technician come out twice in the last 2 weeks. I just looked at my bill and realized that they charged me $160. $80 per visit. How in the world do they get away with charging people to fix a service I pay them for? And I say fix loosely.. as I'm still having the exact same issues. I called and spoke to two supervisors today, neither really cared. I have been a loyal customer but I am truly disgusted with the way they are now running their business and treating their customers. Looks like it's finally time to make a switch.

optimum /altice sold us on speech remote, DVR, one box combination, and smaller boxes. When they came to hook up they couldn't even give us one or any of these new features. Technicians left the installation and we still haven't had WiFi since Wednesday.
The technicians were at the house for 5 hours, they left a mess wires everywhere and didn't complete parts of the installation. News 12 doesn't work, DVR doesn't work, WiFi' doesn't work, and the phone line wasn't even plugged in.

They started all the work with the new combination smaller boxes with the voice recognizition remote. At the end of setting everything up completely nothing worked. They trouble shooted and advised that we couldn't have any of the new features optimum sold us on. If this is the case, why didn't they find that out from the beginning?

You can't sell us on buying your service with features that don't work

My cable service was disconnected with optimum/altice cable service. I was told that I failed to pay in May which is not true. I spoke with a customer service representative who informed me that my service would not be interrupted until August 28th of 2018 and my service was disconnected. I do not think that was fair for the rep to tell me it wouldn't be disconnected and it got disconnected. I've been a customer for over ten years never had an issue and always pay my bill. I also have proof that the rep assured me my service will be continued until the 28 of August. I'm a loyal customer and feel that I should have at least given a little more time to pay this bill because it was going to be paid by the 28 of August. I would greatly appreciate it if someone from corporate can please contact me. Thank you

Hi, my name is Walter Lynch. I have been an Optimum customer for about 12 years.
My problem has been happening for about the last 5 years or so. My Samsung set top box loses service every week at some point and will not provide video. The service just leaves at any point of the day or night. I am left with a message on the screen stating that there is a problem and if it persists please call the 800 number for service. Constant reboots usually get no results. Contacting customer service gets me the run around with trouble shooting that I have done countless times with negative results!
Techs come to the house and so far there is no fix to the problem. I might have service for a week and then it goes down. Randomly, the service is restored as though it never was down. I would love a fix to this situation asap. If there was another option for me I would let Optimum go. Please advise. email: [protected]@me.com

My elderly parents have not had cable service for weeks. I called Optimum, they had me trouble shoot over the phone and stated there was a service outage in the area. 2 weeks went by and still no service. I call again and was told the boxes needed to be replaced and she could not schedule an appointment for me at that time and someone would call me the following day. No one called. Now almost 2 months have gone by and I call again. I spoke to 7 different people plus an online chat and No one was able to help, no one would transfer me to a supervisor. I was placed on hold twice for over 20 minutes and both calls dropped. On the 8th person I spoke to in 3 hours I was finally able to get someone to schedule an appointment.

Switch to basic service as I needed just the internet for my CT alarm system after I moved to FL and put my CT house on the market. Billing was about $29. Bill went up this month to $229. Called as soon as I got bill and was told the $29 was only a season price and billing automatically went up. I cancelled it all immediately but am being told I still must pay the entire $229. Since they bill a month in advance and I cancelled before that month starts I disagreed but they refuse to credit me. How are they allowed to bill for a service they will not be providing? Where is the Atty Gen for CT when you need him to do his job? Where is the FCC when they should be monitoring all the complaints against this company?

Class Action suit? Any attorney out there willing to take this on?

I've been a customer for over 20 years, you mean to tell me under no circumstances a CUSTOMER CANT GET HELP WHEN THEY FALL BEHIND ON ONE BILL...I NEED SOMEONE FROM CORPORATE OFFICE TO CALL ME DIRECTLY AND LET ME KNOW THIS IS THE CASE! ONLY BECAUSE OF AN EMERGENCY SITUATION THIS HAS ARISED.. OPTIMUM AND ANY OTHER COMPANIES WHO HAVE LOYAL CUSTOMERS NEED TO REVISED THE LAWS

LAWANDA

Don't know where to begin...nothing works right consistently.

Watching regular TV, the picture periodically degrades (no, it's not the TV)
Constantly getting "not available right now, please try again later"...really?
Things I've DVR'd, telling me "not available'? And when they are, it hasn't recorded right- missing big swaths of it, or there's nothing really there.
Things I want to set to DVR- "not available"
I was trying to turn off captions- "not available"

It's awful- I"m not one to write complaint letters often; we came to Optimum because tired of Verizon and their exorbitant pricing. But, Verizon virtually always worked.

You need to fix, or I will have to go back

* Excessively vague and unreasonable service window (10am to 8pm)
* No way to block off a period when no one would be home to meet technician
* 1st call on day of appointment, automated system stated technician would arrive between 6:30pm and 7:30pm
* 2nd call on day of appointment, automated system stated technician would arrive between 7pm and 8pm
* In the middle of the day, hours before either of those bits of misinformation, I left the house for about 90 minutes, and that is when the technician came and left
* After the fact, I received a pointless call from someone else at Optimum to inform me that I missed my service appointment and said she would transfer me to customer service to reschedule, but just sent me back to the automated wasteland that previously gave me the misinformation, which said I have an appointment between 10am and 8pm today, then disconnected without an option to speak with customer service
* 3rd call on the day of appointment, I managed to make contact with a nice enough but essentially unhelpful person who offered to reschedule an appointment for Sunday, wait for it, between 10am and 8pm
* It's almost as if they don't care

This is one of those companies that does everything they can to discourage speaking to a representative. I called, followed all directions, and it kept sending me back to the previous message. When I started screaming "representative" it came back with three options, before I could be transferred to a rep. However, none of the options were why I wanted to speak with them. So after getting really frustrated and yelling "representative" I don't know how many times, I got to speak with a rep. 20 minutes! THIS COMPANY SUCKS! OVERCHARGING. CHARGING EXTRA FOR SPORTS, WHICH I DON'T EVEN WATCH. I CAN'T STOP WISHING VERY BAD THINGS FOR THIS COMPANY AND WILL BE VERY NEGATIVE TO ANYONE I SPEAK WITH.

Customer # [protected] i have been a customer for a few years now ! i recently received a new statement and again prices are up i can no longer afford these services at this inflated prices! i change over to frontier communications on 8-7-2018 and returned all equipment to optimum store 0n 8-8-2018 at 9:00 morning! i was then told sorry sir but your billing cycle was yesterday and you will now have to pay for a full months rate while receiving no service from us ! if this is not a rip off on consumers than its nothing ! if this is how optimum operates i hope they will loose so many customers they will fall like some other so called giants in america ! i will sent a letter to state attorney generals office and to dept of consumers affairs to question this practice ! if these few companies who offer phone tv internet can operate like this its a monopoly !

I have not been able to send e-mail and called the customer service phone number for technical support after not being able to resolve the problem on their computer assistance. Started calling on August 7 th 2018 and said there would be a 45 minute wait or I can receive a call back, which I chose. When the technical support answered, it was obvious that she had no knowledge of how to solve my problem and when I asked her to "shadow" my computer, she said that she didn't know how to do that. Bottom line, she said that she would get another tech who could help. After being on hold or 40 minutes, I hung up.

Today, I tried to get assistance, was told that there was a 45 minute wait, again requested a call back and the tech who answered said that would have to connect me with someone familiar with E-mail. Again, I hung on for a half an hour and no one came to the phone. I hung up, since I was now running out of data, a called again only to hear that there will be a 45 minute wait and to go to Optonline.net. This is not a problem that can be fixed on line, it requires a technician.

When I signed up for optimum In May the sales rep stated I would get a google mini since verizonwas offering a tablet she confirmed w/management and was added to order. Stated I would receive in 6-8 weeks. Called customer service after 6 wks and was advised it was in process. After countless calls/transfers/hours on the phone of which o was informed it was being processed the escalation team now stated I must upgrade in order to receive an item that was already promised for just coming over as a new customer. This information is deceptive and misleading consumers. Customer service is awful hours on hold and not helpful. Service has outages more often than not. When calling in to advise of outage informed that they are aware and working on fixing the issue. You expect payment however are not providing service

I have been trying for over two weeks do you have my service disconnected I cannot find any live person with all the numbers I call I need my cable disconnected immediately and I told them this last week so I will not be paying anything on the phone call that I made with them also they need to come and pick up the equipment because I'm disabled and I can't drop it off anywhere my phone number is [protected] if a human being could please call me back

Live in 07728 zip code. Pay for services 24/7, 365 per year. Internet and phone are FREQUENTLY down. Company customer service is useless. This is a problem community wide. TOLL BROTHERS is responsible! They aren't happy just making money on houses they sell, they make perverted deals with inept, low grade companies and sell out residents. Toll gets enormous kick backs while customers get spotty low quality service and perhaps they most useless inept customer service in business. We as consumers are being violated by the companies we do business with. Theybtake us, and our money for granted. Companies who can't prvoide the services the customers are paying for should not be allowed to continue in business. Government should FORCE Optimum to rebate ALL down time. Every customer is due a refund for times services aren't available, unless it's act of God.

I live in the zip code 10514, Chappaqua, NY. For the last three years I have been using Optimum cable and Internet. My bills show I am suppose to be show I am suppose to be receiving approximately 100 Mbps, however on average over the last 12 months I have seen my download near 25Mbps and upload near 25Mbps. Unfortunately about every two or three months the service is so bad I cannot use anything; cable, internet, Apple TV, Netflix or any other streaming service. Tonight my Download was approximately 6Mbps and Upload near 6Mbps. My wife said when she was trying to watch a show on Apple TV it indicated it would take 10 hours to download. What the hell is wrong with this company. My bill keeps increasing and the service only gets worse and worse. I truly hate this service. This is the worst cable/internet company.

My name is Andrew Facey my address is 294 East 162 nd Street apt# 2G Bronx NY 10451, my telephone number is [protected]. I call on June 20, 2018 to request your service for Altice one and one of ur consumer service representative told me that I would have to pay $241.95 I said to him I am I paying so much and he explained everything to me and I ask him when is my next bill due and he said August and I said u sure it's not July and he said no August and I said ok. I turn to him and said can I get a credit on my August bill since I paid $241.95 and he's said tell me talk to my supervisor and he said his supervisor said yes. She's going to give me a credit of $50 off my August bill, and my August bill will be $100, so I received a bill in July stating that I owe $8.08 and I received a bill in August stating that I owe $163.06 and my bill is due August 15 and in June ur cousmer service representative told me that my bill will be due August 21 and i said ok. Now I speak to ur consumers services representative today and supervisor and they hang up the phone on me and I call back again and I spoke to Mr Jenssy one of ur consumer representative and I mentioned to him and told him to go back to the recording and he will hear what the consumer service representative told me and Mr Jenssy told me if he go back to the recording and I am telling the truth I will still have to pay the all of the amount. I said to him that's Ridiculous and I told him can I speak to a male supervisor and he told me that they're not in the office now and he will give me a call back between 24 to 72 hours I was like I will never receive back a call back. This was one of the reasons why I leave Verizon they lie too much to customers and now I am having the same problem with Optimum I told your customer service representative Mr Jenssy that I am not paying that amount on the bill and I also told him it not about the money it's all about principle and you guys need to be honest to your customer and don't give miss leading information and when they call you guys act so stupid. You guys loves to take customers money but u guys don't love to fix the problem and u didn't even take the time to say I am sorry for the miss information that one of my colleagues it to you and I told him people work too hard for they money to pay there Optimum bill for you guys to be lying to them and now Mr Jenssy told me I would have to hurry and pay the $8.08 so that my service don't get Disconnected I was like wow are you really serious I don't understand why Optimum Cable Company deal with customers like this I need to speak with a manager as soon as possible and I need this to be resolve as soon as possible

Although I have documentation of two year agreement for internet services, Optimum notified me they will be arbitrarily increasing my rate after year one. At the time of this email, I have now spent over 3 hours online/on the phone with various Optimum representatives with no resolution in sight. Billing, customer service, and sales departments all pointed the finger at each other, and none have been able to provide solutions. Not only that, the customer service rep. laughed at me when I expresses my displeasure for having wasting hours of my day and the billing representative tried to up-sell me on additional services while my initial issue was still unresolved. I am constantly being put on hold, talked over, and treated as if they are doing me a favor by taking my business. Very unprofessional