Optimum
Reviews and Complaints

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

i was promised a service for 2yrs and was only 8 months into the service when we needed to move. Once in our new place we contacted optimum to inform them that we need to transfer the service to a new address. Never was we informed that we would no longer have the agreement that was made for the 2yrs of service and once installed (which was installed incorrectly, had to switch wires around to get sound on both tvs) we noticed we didn't have what we had at the other house. I called and was informed that we signed that we are starting a new agreement and the old one was void. I personally was not there my daughter was and if i was informed before hand i would have never kept the service with io. It should be stated clearly when you have a new customer that if you move the agreement would be void and im sure you would not have a revolving door of customers.As of now im disconnecting service

I am not a customer with optimum. However, i am American and do not speak Spanish. Yet, every day i get an advertisement from optimum to join.
Every single envelope is sent with only Spanish written on it. I open the envelope, everything is Spanish until you flip the page over and there's one paragraph in English. This is unacceptable in america. It's understood that we have all diversities, but the main language is English and i find it offensive that's it's assumed we all speak Spanish. Because of this, and other customer complaints about optimum, that i will never be a customer.

I have had this service for only 2 months, and within those two months i have had by far the worst experience with everyone in the company and with the service itself.
i had issues with my wifi ALWAYS shutting off, i spoke to customer service and each person i spoke to argued with me and told me false information, i spoke to a woman from account managing and she was very helpful with my bill and scheduled a tech to come the next week. i had a tech come and replace the box. since then I've had more problems then the last time. The tech did not look at my router which was the issue and left. I recently called for a second complaint and scheduled another tech to come.

today my tech did not show up in between the time frame i waited. three hours and 20 minutes later i received a call I was not home due to me wasted my time waiting for three hours. The tech hung up on me while i politely asked why didn't I receive a late call out of courtesy with myself being a paying customer with on going issues. Also the account manager ellija was extremely rude and had a horrible attitude on the phone when i spoke to him while i was very upset.

I have had the worst experience dealing with these customer service reps. I was told I am responsible for someone else in my buildings past due bill of $1000 because of an apartment mix up. I went through great lengths to prove it wasn't my bill by submitting everything asked of me. Problem was resolved 4x but no consistent note in the system so I'm just transferred over and over again to keep explain, confirming, and resolving the issue. I think this is extremely unprofessional. I even had a representative lie and say he was a supervisor

I subscribed for 100Mbps, for the past six months I have been getting intermittent service, sometimes it can go down as 0.5Mbps, this is how horrible it is sometimes. I did complain to the company, at first, the company sends a technician to check, and he did replace the modem.

Unfortunately, the issue was not resolved, I called again to complain but I was told they were going to send another tech. I was not aware or was said on the phone, written statement that I am going to be charged for a fee the first time nor the second time. After the second technical came and checked it, the guy did confirm that the internet service was dropping and there was nothing done to fix the issues. I was charged 80 dollars for service call without doing anything. I called to complain, was told the could not give me a refund. I asked optimum, where was the written statement or document that specified that I agree to pay the service call. How could the company charge me for complaining that the service am getting was terrible without doing anything to fix the problem, is this not their responsibility to set whatever issue related to the service the company is offering.
Both the customer care and the supervisor told me that there is nothing that can be done to refund it because I did not have a protection plan. Seriously what kind of statement is that when I complain that am getting.
I can not believe this cable company would charge for something like this for service that I complained about; there is no other competition available to switch my internet service which is very frustrating. Need my refund and another service provider, enough of the monopoly provider.

This past Monday cable guy shut off our service and flagged the pole for "leakage". Said someone would be back on Wed to fix the problem at the pole and restore service. We have a sick elderly relative with us with no cell phone. He just got back from hosp with resp. issues. Had no access to call for help if needed as we work during the day 12 hrs shifts. When I called Mon. night to see if the problem could be fixed sooner Rep very rude and even said we could get satellite service if we are unhappy. Today Thursday I called a supervisor to get credited the 3 days. He states nothing he could do. REALLY? This is crazy. Tech who fixed the problem on Wed said the first guy didn't have to shut off our service for this problem. YOU CAN"T MAKE THIS STUFF UP !

I paid for my cable wires, picked up both cable boxes. Both cable boxes didn't work and I was on the phone with a tech that couldn't help. I was misinformed the next day by a supervisor named Coleen who told me to go back to the store to activate them. Then I was forced to get a tech sent to my house that only tightened a lose wire now I'm getting charged 80.00!

I watch ESPN, ESPN 2 and TLC channels. For the last six months mainly in the evenings, these stations are constantly interrupted by pixel blackouts. Especially in the middle of a good game or show, and it happens on all my television sets. I would like to know if you can resolve this issue, if not I will have to look elsewhere for service. One time I called and a customer representative asked me "what do you want me to do?", very sarcastic. I have been an optimum customer for over 25 years and hopefully this problem can be solved...

I have had 2 technicians out to the house. Both has claimed to fix the problem. It is still not fixed! I have asked for a credit for the month I have not had services! No credit, no tv, no phone, no internet no more excuses! Fix it or take all your equipment out of my house! Worst service I have ever had! Nasty customer service no way to call corporate! Like speaking with 5 year olds who do not understand sat words!

Who are you hiring for customer service? I spoke to an African-American man who clearly doesnt have a 4th grade education. He could not speak or understand sentences and made the call 100 times more difficult. He said his name was "Mathews"but I overheard the woman helping him call him earl. Have you no respect for customers? Ill be leaving Optimum

After what I just went through I don't imagine this Falling on anything but deaf ears is but I might as well give it a shot. A month or so ago I received a new modem from optimum. I hesitated installing it because the service was already reliable. After a speaking to an optimum rep assuring me the new modem was meant to speed up our internet service d have it work better with the optimum network overall. So I installed the new modem a few weeks ago. Then my internet service stopped working. I called to have a tech come by and asked if I was going to be charged for the visit. They assured me I would only be charged if the fault was my own. The tech showed up, identified the problem being the splitter from the original installation (from over a decade ago). He removed the broken splitter and replaced it with a new one.

Today I called customer service and was told that I would be charged $80 for the service charge and they're is nothing I can do about it.

The fault lied with a cable splitter inside the house that optimum installed originally which was completely cut out after installing a new modem that optimum sent me.

And as for my signing of the work at the end, it was presented as aknoledgment of the work. There was no option to agree or disgreee to any charges, just a open area for a signature.

Now I've been a customer since optimum offers internet services regardless of better service being offers at better prices from other competitors.

I feel completely betrayed by the company and staff for putting themselves in a potisiton where "they can't do anything about it".

This needs to be remedied.

[protected]@gmail.com

Optimum company had someone come to my house to collect your cable after one month not paying the bill. I went with Verizon because Optimum Customer service is horrible and my bill is never the same price. The way amount I pay is $188 plus a month for 2 cable boxes. I have to climb mountains to speak to a Customer service representative. The last thing how dare Optimum have a man come to my house to pick up the boxes unannounced state in the hallway since I haven't paid my bill he coming to collect the boxes. I live in a big building people now know my business. Disgusting company you are so unprofessional.

On June 14th when I went to the doctors my cable
and internet were working fine. When I came home around
4pm, everything was out. I was told that the power company interfered with the service, though my neighbor next door had it. I was informed it would be on by 8pm.

That time went by and after several calls I had to make an service appointment for 4 DAYS later, from 5pm to 8pm. On the 18th at 7:45 they were still going to show by 8pm. At 8:10pm they were going to be there by 8:27. When they were not there by 8:30pm I cancelled and went to bed.

I called several times to see why my cable was stopped. They kept telling me I had it. Finally a friend who
works for cable notified me that on June 14th they put in Optimun another apartment in the house. When I checked the wires, my incoming line had been routed to the new
install and my junction was left unconnected to the pole.

Finally on June 27th again after 8pm the Optimun installed had to put in a new line.

When I complained about my bill for no services, they reviewed my account and for 2 weeks of no service
they credited me ONLY $9.31. What a bunch of THIEVES!

I was suppose to have this service installed on Thursday. The altice boxes don't work. I have no cable or internet. I have called every day since. Suppose to come today to give me old Samsung boxes, modem, router. No one came said they had to deal with another problem. I waited three hours with nothing, I'm not pleased with this service or their customer service representatives. I wish I could have Verizon fios. If this continues I'm going to call consumer affairs or better business bureau. I'm aggravated by the entire experience

Today, July 2, 2018, I, Janelyse Banos, called to discontinue my service with optimum. The representative who was supposed to assist me was incredibly rude and argued with me to try and get me to stay with optimum. When I asked her to change her attitude and to be transferred to a supervisor/manager she quickly hung up the phone call after being on hold for half an hour. I'm unsure how to pronounce her name however I know it begins with the letter T and since the calls are recorded there should be no trouble locating who she is. Because this representative was so nasty to me, the customer, I am demanding my termination fees be waived and a letter of apology from her and her supervisor.

I am number one customer for optimum. Victor arevalo. [protected]. Pamela, malie and jamel wasted my time. Still waiting for optimum tech to come and fix my remote control problem since 8:00 am and it is 5:52 pm and nothing yet. So r u going to come at 2:00 am tomorrow morning? at&t have offered to me great service. No tech coming. I was stood up by your tech

I had this service for three months.. I have had problems from the beginning..when I moved to this location. I had xfinity but unfortunately they didn't service this area..so I was trying to find something similar.. no way optimum has features or the whole package like xfinity .. I am so disappointed of this service the Netflix, DVR, remote control and others.. I had a problem on 6/26/18 my mini box stop working and now I can't watch tv in my bedroom.. I called optimum and spoke with Pedro.. he was pleasant, helpful and understanding to customers needs.. he trued to fix my issues but couldn't.. I was scheduled for a technician to change my box between the hours of 10:00 am -8:00 pm. this morning I received a phone from this rude customer service representative stating that we don't have such hours like that .. I was off today and waiting, for someone to come out..mu next day off is Saturday, now I have to wait until.. this is the worst service I had with cable.. some of your customer service representative are rude. I will be looking into a better service soon and will no longer use this service..(horrible)

Help me please, I have the new altice one boxes instilled n february and to this day my boxes still have problems. Since day one I have not been able to enjoy any of my dvr recordings or on demand programming, I have called customer service about 100 times with 7 service visits to my home and still have the same problems, I love your service and hate to leave but I am at the end of my rope, no one seems to want or now how to help me, not fair that I have to pay the full bill when I an not receiving what I am paying for... They need to support the customers and take off the bill when there boxes don't work, 19 times something goes wrong out of the month.