Optimum
Reviews and Complaints

I called in for a simple fix to my internet service. After 22 minutes I got someone on the phone who tells me they will transfer me to tech support. I asked him politely how long it would be since I have already waited 22 minutes on the phone. He says to me I promise it will not be long at all. What a D-Bag, because I am here at 48 minutes and still no one has answered the phone. This is type of service they provide. Avoid these guys at all costs. I am trapped with these jokers because my area doesn't have any other providers. I will absolutely be more proactive with looking for different providers now in the Edison, NJ area. These guys are pathetic excuse for service providers. Oh Wait not to mention I tried to use their online chat queue which they recommend but before the phone call I gave up on the chat queue after 30 minutes. about 2hrs of my life I'll never get back due to these guys inability to provide good service.

My name is Lisa Embry and my complain is the poor service I received when trying to get service installed in my apartment. on 3/19/18 I purchased an account for service, was told I could not get a weekend apt because they go fast which resulted in me making an apt for Friday 3/23/18 wherein I waited in my allotted time schedule of 5-8pm at 8:47pm an automated call came in but I was out because I could not wait any longer and it was 9:03pm...I called the number provided in the call to then speak with a lady who said I had to reschedule...s/w someone on 3/24 and they sched me for 3/26/18 I was not happy but I took it. then the sales person called telling me he was going to try and approve me for sunday and for me to check back later in the day to see if I was "approved"..i called back and another gentleman said it looks like I was approved, but of course no one came. Monday 3/26/18 I rush home by 5pm, at 6:40 I see an optimum truck go up an down my street, I am yelling and waving no stop, the automated service tracked times for service every 15-20 changes, at 9pm no one came. I called s/w a young lady name Taahria? who felt humor in my call as well as how I pronounced her name, she would not allow me to s/w a supervisor but told me the supervisor would cmb in 20mins. They never called me back, I then called again explained my story again to a guy who kept saying he would see what his supervisor can do at which time I was given a Thursday appt...I will not waste not one more day waiting for someone to install my service. I asked for my money back, was told it would be processed and that was Monday and I am still waiting. I am very disappointed because I am new customer and was very anxious to get my service and to date I have nothing, nor my money back

Account # [protected]

Cooleen
11 Tower Hill
Scarborough NY 10510

To Whom it May Concern

Our home had no cable, phone or internet from Friday March 2nd until Saturday March 10. I was told, by Optimum customer service (after 5 mins of navigating a phone queue and many more minutes on hold) that we would not be credited for this outage as I personally did not call Optimium during the aforementioned time period to advise. My entire street had no service, we had just been hit by a Nor'easter, I was dealing with electrical issues, fallen trees, no heat & many more important issues. As I said, our entire street was out & over the next week there were several Optimium Trucks working in the area where I live so; understandably & obviously, Optimium was aware.

Optimum's policy is unfounded, unfair and is written to put the burden of proof on customers. Their policy might be understandable in an individual outage but given the situation described above it is just plain wrong. I am already overcharged for inferior service (they have a monopoly, no other service is available in my exact location) and now I am being charged for service I did not even receive.

The situation I have described in this note is far from the first time I have received such inferior service from Optimium, perhaps this is just the straw that broke the camel's back, hence my reaction. I want nothing more that to find another company to supply our cable, internet and land line but, as I mentioned, I have no choice. Management at Optimum should be horrified by their customer service, or rather, their lack there of.

Ann Marie Cooleen
[protected]@cooleen.com
[protected]

Matthew Cooleen
[protected]@cooleen.com
[protected]

I have been without service (land line/cable TV/internet) since March 7, 2018.

In order to reach an Optimum service number, you need to look on-line, however, I do not have internet service (which I have faithfully paid for), so this involves a trip to the local library. Since there are no links from the Optimum page to any phone numbers, the numbers must be written down and called. That involves leaving the library to sit in a car and dial and wait and wait.) The number listed on the web site for Optimum service is only service for bill paying. That said, there are ways around your system so that it is possible to reach a person who claims to be associated with what they have told me are "independent contractors" who receive compensation for servicing Optimum accounts. Each time I have called, I go through this rigmarole. Each time I am told the technician will call me when he is on his way. I have NEVER received a call back from him or from any of your people.

I believe, this technique for reaching your service people is deliberately awful.

I called for repair. I explained that the cable line was down and draped across the yard; I told the scheduler and the dispatcher it would take two people to restore service. The repair technicians were expected on Sunday, March 11, 2018. A single technician arrived. (That technician's phone number is [protected]) My adult son, a New York City police officer, not an electrician, helped the single technician restore our service.

Within a day, the line came down again, and draped across our yard; and another appointment was made for March 21, 2018 (ten days in advance) for between 11 am and 2 pm. That day it snowed. However, I did NOT receive a call; so I called and was told I had to reschedule because of the storm. Instead of receiving the next available appointment - which would have been on Thursday, I was scheduled for Saturday, March 24, 2018 between 11 am and 2 pm. I was told, again by the dispatcher, he would arrive soon and he would call when he was on his way. He never called.

The same technician from March 11, 2018 arrived, looked outside, and said he needed a different wire and would return. He never returned. He never called. Based on my previous interactions with your service department (I am being generous when I use the words "service department" as you have not performed any service.), I called at 2:20 pm. The person who finally answered the telephone told me the technician would not be returning on March 24, 2018, although he had said he would. I was told I needed to make a new appointment. The earliest would be Tuesday, March 27, 2018 between 11 am and 2 pm. By this time, I was very annoyed and insisted on an earlier appointment, and the person who had finally answered the telephone said the technician would arrive between 8 am and 11 am on Tuesday, March 27, 2018.

Believe me when I tell you that I do not expect that to happen. I am betting the technician (and I fear it will be one, NOT TWO as needed) will arrive after 11 am. What would you think will happen?

I expect to be compensated for all the time I have spent waiting for your technician(s) who is unable to do the job. I expect to be compensated for all the payments I have made to scan and send documents for work. I expect to be compensated for services I pay for and cannot receive because of your service: i.e. Hulu, Amazon, Netflix, and TIVO. And especially, from Optimum for not providing any service for more than two weeks.

At the very least, I would love to hear any response from anyone with power or authority without my initiating the contact.

I await your repair technicians (!) with far less grace than I would like to have.

Margaret Cinberg
[protected] (You, of course, cannot call this number as I do not have service.)

I telephoned the local optimum office to inquire about my bill which has been slowly increasing each month. I was informed by a customer service rep named "Henry" that I upgraded my service package thru my tv. I made him aware that this was impossible since I was at work and do not get home until late. He did not care to investigate the unauthorized upgrade at my request and basically told me it's ok to look for another service provider. I telephoned corporate customer support and spoke to Monique who was very helpful and I invested over an hour on the telephone with her. She was trying to initiate an investigation of the unauthorized upgrade. Yesterday, i called to follow up on the outcome and the ball has been dropped. Currently my bill is at $234 and I cannot afford the $183 that my previous months bill has slowly climbed up. I have been a loyal customer for over four years and find it insulting that optimum is willing to accommodate new customers with lower service rates and not reward loyal customers . 1. My current bill ($234, +$40 unauthorized) needs to be revised to reflect the correct service agreement 2. I need to decrease my current service expense as I cannot afford a cable bill of $183 monthly.

My account# [protected]
I have been a customer for Optimum for over 15 years and I found Cablevision practices unfair. My account was automatically renewed until 2021 without my approval and because Cablevision is the only vendor available in our co-op City Bronx location, we do not have another choice than to be forced to remain with their service. In addition our current bill is $69.85 for Optimum 100 but if we wanted to upgrade to the 200, we will be charged $20 more while all new customers are getting Optimum 400 for only $54.00.
Do you see anything wrong with this picture?
What benefit do we have as long time customer?
Isn't it an unfair practice? I have intended to submit a post to one of this political blogs but in all fairness I would hope that your board members would read this message and consider some corrective steps to satisfy long standing customers.
Why not having the Optimum 200 for an additional $5 and the 400 for $10 although we will still paying more than the new customers at least this would be classified as partial or fairly acceptable?

Jose Audel
Bronx New York
[protected]
IT Consultant

I paid optimum for internet service in january of 2018. It is now march of 2018 and they still have not sent anyone to install my internet service. They just keep on giving me the run around as they sit on my money. More over they are the only internet provider in my area. Customer service supervisor named jose told me there is nothing they can do. They just keep giving me the run around. They are horrible and do not care about customers. Avoid them if you can

Moving out of state contacted Optimum internet services to cancel services as of 3/14/18. As they bill services one month in advance I have to pay for 26 days of services I will not receive. Optimum will not pro-rate the $245.10 charge. Can not imagine the number of people they service in NJ who move and or discontinue Optimum services per year. Optimum pockets all that pre-paid money. How can the get away with such behavior. Customers should only have to pay for services received not pre-pay month in advance. This is a scam and a big money maker for Optimum, they should have a class action suit brought against them.

Optimum makes unauthorized debit of $683 from dead woman's account.

9 March 2018

To whom it may concern:

My mother, Miriam Muravchik, 2465 Palisade Avenue, Apartment 1B, Bronx, NY 10463, had an account with Optimum for television, telephone, and Internet service.

For the past year, since she reached age 97, I managed my mother's bills. I arranged for the bill from Optimum to be directly debited from Miriam's checking account.

In late January 2018, I helped Miriam to move into a nursing home. That week I called Optimum and asked that the account be transferred to my mother's grandson, Eben Sexton (my nephew), who had lived with her and was remaining in the apartment. The Optimum representative told me this would be done. However, without ever communicating with me, Optimum subsequently told my nephew that they could not transfer the account and would have to close my mother's account and open a new one for him.

One month later I received a bill for service. (Bills were addressed to my mother, Miriam, and also to me and came to my address, ever since I had taken charge of managing her bills.) I called Optimum and asked the agent why I had received another bill a month after I had asked that the account be transferred to Eben Sexton. The agent said nothing about Miriam's account being closed and a new one opened. To the contrary, he said that the account would be transferred but that it would take one or two billing cycles for the transfer to be effectuated. I replied that I would allow the payment for that billing cycle, although it was one beyond the time that I had requested a transfer of the account, but not another one after that.

On March 5th, my mother died. That same week and to my surprise, I received another bill from Optimum, this one for $688.26. The itemization showed that Miriam's account had a credit for service of around $40, but charges for equipment of over $720. I called Optimum. From the agent I spoke this time, I learned for the first time that rather than transferring the account to my nephew, Optimum had instead canceled my mother's account and opened a new one for her grandson. The agent said that the equipment (cable boxes and router) had to be returned.

Since my mother is dead, she could not return it, and I live in Maryland some 250 miles away. I called my nephew who told me that a technician had brought out a new cable box for him when his new account was opened, and that he had asked the technician to take back the old equipment (that had been my mother's), but that the technician had suggested that he leave it there.

I called Optimum again and spoke to another agent. She was sympathetic, and at first said she could arrange to have the equipment picked up. But then, after a hold, she said that she could not have it picked up because the account had been closed, and while Optimum has its agents pick up equipment from households, it will not do that for a closed account. I asked if I could speak to someone with the authority to waive Optimum's usual procedures and authorize a pickup of my mother's equipment since she was now deceased. This agent said she would have a supervisor call me back. No such call ever came.

I also told this agent that I wished to withdraw authorization for direct debiting of my mother's bank account. She said I could only do that by email, and she gave me an email address to write to. ([protected]@alticeusa.com) On March 6, I wrote to that address withdrawing authority for any further debits from my mother's account. (This email is copied below.) Despite this, on March 9 Optimum put through a debit of my late mother's account in the amount of $683.27.

I object on several bases. First, by what right does Optimum withdraw funds from my mother's account after receiving a specific unequivocal letter canceling authorization to access her account? Second, why was I not told in the first or second instance that the account could not simply be transferred to my nephew? Third, since Optimum agents do routinely collect equipment from customers, why could it not, in light of the fact that my mother is deceased, pick up her equipment from her former apartment, waiving, if necessary, Optimum's usual rule against collecting equipment form closed accounts?

I request that the funds Optimum took from my mother's account (at Country Bank) be restored together with the credit for service of around $40 that Optimum says was due her.

Sincerely,
Joshua Muravchik
1932 Wallace Avenue
Wheaton, MD 20902
[protected]
[protected]@gmail.com

Joshua Muravchik
Mar 6 (3 days ago)

to directdebit

Dear Sirs:

Effective immediately permission to direct debit charges to account number [protected]
Miriam Muravchik
2465 Palisade Ave., Apt 1B
Bronx NY 210463
is revoked. Optimum is not authorized to make any further debits from this account.

Optimum installed internet and telephone service in my home early december, 2017. I purchased the modem from arris for $99.00, based on their recommendation. I handed my modem to the serviceman and advised him that I will be using my own modem. The first month I was billed for using their modem. The billing dept. Advised me that I need to record my modem number to their technical support dept. After doing so, sam, in newark, told me that the numbers I gave him was indicating a optimum owned modem. I explained that could not be the case, because I own the modem that was installed. After being on the phone for more than an hour, sam apologized for his mistake, after consulting with his supervisor, etc. I was credited for the modem the first month, but continue to see the modem rental cost appearing on my bill. According to billing, the modem was switched back as theirs, because the numbers are indicating such. I visited the optimum store in fairlawn, nj, on 3/8/18, and showed them the modem, its box, packing slip (with my name and address) and the charge appearing on my chase credit card bill. We discovered that the numbers appearing on the modem were different from the ones appearing on the box. Customer service representative anisha asked me to call arris to verify my serial number, which they were unable to do. Anisha filed a dispute - control #8138878 - included all the numbers involved, which I am now awaiting their findings. I later got a message from supervisor al, of arris, [protected], asking me to call and provide the numbers, so they could identify my numbers. I have not done so as yet, because after speaking to three of their people, in the presence of the optimum representative, they insisted that they were unable to provide me with my modem numbers. My thinking is that either arris mixed up my order with optimum's or the serviceman took my modem. I would appreciate you getting this problem resolved for me. Thank you very much.

arris order # so-1852793

the numbers appearing on the modem that i have sn: 7an2xa53b112665 - cmac: a811fc56eb7b - mta mac: a811fc56eb7c

the numbers appearing on my box - sn: 7as2wl53b105734 - cmac: 20f19ec04803 - mta mac: 20f19ec04804 - 1000182 tm1602ap2/cv

I am out of service since March 4th 2018 I called to department and they set up the appointment for March 6th from 10Am to 8 PM. I made several phone call from 4 pm till 8:30 pm to confirm that the technician is coming and every time they said yes you are next and technician will be there by 8PM. Then I spoke to Angie in their client care she said technician was over loaded and can not make it today. My wife stayed all day home for this appointment which they never kept. I asked her if you couldn't make it today then fix it first thing in the morning tomorrow. Her response was that she other more important customer tomorrow in the que so she can not help before March 8th. I felt discriminated and insulted. I am dealing with optimum from 10 years but now it's over I will cancel my services with them and will not recommend them to anyone.

They scheduled a 3 hour window for cable hookup. I took off work for this. Two and a half hours in, and the automated messages is that the technician is scheduled to arrive anywhere from 26 minutes to an hour an 26 minutes after the close of that 3 hour window - and of course, the technician can take an hour to do their work.

A 3 hour window for the technician's arrival is a very, very big window. This is what they do. Why wasn't it enough?

I had to reschedule for a different day. So I missed that two and a half hours, plus travel time, and I will have to delay my move in date. I am furious. They just do not care and they have a monopoly on cable service.

Again, a 3 hour window for the technician's arrival is a very, very big window. It's just not right to make people waste that time and then not show. At least they should tell people from the start that their professional seeming scheduling system is just a suggested time frame.

it's just one more thing that little people just have to deal with.

After sitting home Tuesday 2-6 and losing a half day pay waiting for a repair technician that never came I sat home Wednesday from 5 to 8 waiting for a repair technician who never came without even the basic decency of a phone call From Optimum. As of this writing I still do not have an appointment for the repair nor do i have an agreement for a credited bill for my lost time and wages and they refuse to give me an appointment time to suit my needs evn after treating me like garbage twice already.

Since I had my cable installed two weeks ago it has not worked correctly requiring me to call multiple times for trouble shooting and a technician to come to my home. You have still not fixed it. I am currently on hold with your representative Vivian who is not customer service oriented and is not helpful at all.

I am insisting you either fix the problem or remove all of your devices and I will get direct TV. I will not incur a service charge as you have failed on multiple occasions to fix the problem. I also want a prorated bill as you have not provided the services I am paying for. Today is 2/18/18 at 7pm

Patricia Knusen
62A Main Ave Apt 5
Ocean Grove, NJ 07756
[protected]

Account number
[protected]

I am so dissapointed with Optimum. They are charging me for the full price of a modem and a monthly service for it that they never provided me with. I wanted to cancel my services immidiatly when I had to speak with Jessica from Corporate, a very rude assistant that incredibly works for Optimum. She insisted that I must return the modem to Optimum or she is going to charge me an additional $80 for the modem that optimum never gave me .I don't understand why I have to give back something that is mine to them and I don't understand why I have to pay a monthly fee for my own modem. Jessica kept on saying that the modem belong to optimum even when i purchased it from a third party company and very reliable.
She insisted for me to to bring back the modem to optimum.I told her i must return it to the company that sold it to me and she insisted that she will charge me for the modem no matter what. Now i am out $90 for purchasing the modem plus $20 for monthly charges to optimum plus $80 that Jessica insists I must pay for a modem that does not belong to optimum. Now I can not return the modem to the company that sold it to me and now i owe optimum for something they never provided me with.This is outrageous, they are stealing from me and I don't have a way out or a solution to it. Jessica should be fired for her rudeness and for not escalating this to her superiors. She emphasize that no one else will look into my problem, I told her to be careful how she speaks to me and I even recorded her. She said that she is the only one that is taking care of my issue and after her no one else could help me. I could not believe what was happening to me. Are we in a third world country?. If any higher executive from Optimum reads this i hope they look into the way Jessica treats clients. If anyone is having this same problem we must get together to complain and follow a lawsuit against this injustice. I bet I am not the only one having this issue. Imagine how many people are being scammed by Optimum.

After losing Starz I decided to down grade my Optimum service to only Internet and I was going to try streaming shows. I purchased a Amazon Fire Stick and hook it to my TV and it worked fine. I then tried companies like Netflix and DirectTV Now and they all work fine. I called Optimum to cancel or downgrade my TV subscription and spoke to Three different people who finally sent me to the "Retention Department" which basically kept me waiting for 50 minutes. I finally got through on a Friday February 2 and spoke to a lady to told me I can get a promo that will allow me to keep my Internet speed, give me Basic TV that I can Stream, allow me to keep my cable box if I wanted it and give me Showtime...So I accepted it, I kept my my which she said was OK and now I found out I lost all my Recording Functions which she said I wouldn't, I would being to stream live TV through my TV with my device which I found out the Fire Stick doesn't support the Optimum app. She did tell me just go to the stations I want to watch and key in the Optimum User Name and Password I use for Optimum log in and it would work. It doesn't, all lies or she was clueless, either way it looks like I am screwed by the cable company, until I terminate with them in the coming future...BTW, I am a Senior, with a military disability and retired.

Osceola Garage has 3 accounts with Optimum. We're in the process of opening our third location (Acct [protected]) - we transferred the account and equipment from previous owner. I advised Optimum that I need the exact service as our original account. Apparently, Optimum just advised me that the Router that is at that location is not from Optimum. I requested a Router to be sent and Angie AEZ advised it would take 14 days, otherwise I can drive to the nearest store (1/2 hour) and pick up myself. When I told her to ship one out, she advised that she needed to speak to Owner.

This is unacceptable - your Customer Service is extremely unprofessional and unwilling to help customers -

Please call me at [protected] to discuss.

Maybe I should look into Verizon!

Christine Hildrew

First I want to say this is the worst I ever see. I got service on Nov 25, 2017, and from that day to now I haven't gotten proper internet service. November 25th the technician came out and someone was home. When i got home on move 26th I saw many issues. The modem and installation wasn't done properly . I called and spoke to someone and I was transferred to the field supervisor for a call back. Julio contacted me and I told him what was going on. He was suppose to come out and I had an emergency and I had to reschedule. When we finally spoke again he set up the ticket for someone to come out. For that date, no one could have come out because of the weather, I reschedule. The second time someone called at 830 When my appointment was 5_8 saying the technician wouldn't be able to come out. We reschedule again. That date no one showed up again, it was snowing. The appointment was made for last week sunday from 11_2. A technician called after 9 saying he can cone early. After speaking to him giving him the ok, I had to call him back after 10 because he too never showed up. When i finally spoke to him after 10 30 he advised after speaking to his supervisor he cannot come but the person that didn't wire the house correctly from the 1st place had to come back out. An appointment was reschedule and a senior technician was schedule to come out on Sunday jan 21, from 11 to 2pm. I'm still waiting. 2:03 someone called saying to me technician van come 330. I said to her 3:30now. This is ridiculous. After 4 I had to call back, no one showed. The same person I spoke to before called back and told me she thought I said no. She advise me she would call me back to advise me on the time. It is 10:20 am on Monday Jan 22 and I'm still waiting on that call. At 6:55pm a technician called and advise me he just got the job and he will be here in 20 minutes. When he reached he told me it's a signal problem he was advise to come and fix. Nothing else. The technician tried but he also advise me he had to rewire the house. I called the customer service and spoke to numerous people and I was advise I'm not entitled for a credit when I was advise of such because I haven't had any proper internet for the pass months. Then I was advise he move the modem I would be charged because it's pass 30 days. Just imagine the nerve after I'm sitting here waiting to fix the issue for so long. The modem and everything is on the floor, and c ant be moved because the wires are too short. Cable vision is refusing to give me a credit, fix my problems and I'm still getting billed

Optimum dropped Starz and Starz Encore, thus eliminating about 15 premium channels and replaced it with about 7 channels, all of which are not premium channels. However, notwithstanding the lost of the premium channels, Cablevision did not reduce the price for TV service. It's time for somebody to bring an action against Cablevision for overcharging its customers.

I recently cancelled my tv and internet service with Optimum and returned the modem and router. Optimum claims I did not return the equipment even though I have receipts and gave the numbers off the receipts to Optimum customer service. They continue to bill me for $80.00 each month. I have called several times to try to resolve the problem even though I have proof that I returned the equipment. Optimum says they are investigating it yet continue to try and force me to pay the $80.00, and threaten to send it to a collection agency and harm my credit rating if I don't pay them the money.