Optimum
Reviews and Complaints

On Nov 1st, 2017 I notice that my Optimum Online service has been upgraded without notification to 200mbps and my bill has been increased as well by $4.95.

3 days later I get an email saying "In appreciation of your loyalty, we are increasing your speed to 200mbps on us".
I called Optimum to understand how come something they giving for free cost $4.95 and couldn't resolve this with their billing department.

They are saying "...but it is free...", I am saying :...but you charging me $4.95...".

Please help.

I'm not a customer of Cablevision/Optimum. New people just moved in across the street from me who had Optimum working there yesterday. They disconnected a wire from the house that runs to the pole on my front lawn. They left the wire and threw it on my front lawn (still connected to the top of the pole). I called last night asking that they send someone out to remove it first thing in the morning. A part of the wire was in the street and someone parked on it. When they left they dragged the wire which could have pulled the pole down had it not come loose from the car.

This morning the wire was still there. I called again and they told me they couldnt find a record of the complaint from the night before and needed to submit it again, but would have the wire removed today. It is now 3:00pm and the wire is still on my lawn. This is totally unacceptable.

I have a requested service to be installed today between 2 and 5 pm scheduled since las week Thursday, I have spoken with costumer service and they states that the technician call me around 4 pm. I have called 6 times since 3.18 pm today Ocotober 24th.
I missed one day of work due to this schedule and I have not received any reason to the delay.
The last person Marcos told me that my situacion was transfered to installation departement and only them could help me with my situation.
Befrore Marcos I spoked with a miss at 5.50 pm and she told me between 10 and 15 minutes.
I would like to receive and answer about this issue, because with cancelled Verizon since last week and tomorrow the service will be closed

sincerely
Tapanes Jose R

I called yesterday to terminate my service effective October 31 and was advised that the termination notice was submitted and that I should receive my final bill at the end of November. I said, no, why should I pay for an entire month of service that I don't have? She was not at all helpful. I called back today and was transferred no less than 5 times before finally speaking with a supervisor. She kept telling me that because I don't have a contract (duh) and there are no early termination fees (why would there be if I don't have a contract?), I would have to pay for the ENTIRE billing cycle as they don't or won't prorate a bill. Who ever heard of such a thing? Not only is their customer service horrible, so is their service. We have to constantly re-start our computers or the modem or the router and even with an extender, the service is spotty at best. I will never, ever use or recommend this company to anyone.

He sido cliente de Optimum por largo tiempo, estoy contenta con la calidad de servicio (internet y anteriormente Internet y cable), aunque es cierto que un poco caro, pero su calidad de internet es buena en comparación con la mayoría de las compañías proveedoras...
Pero algo con lo que he terminado disgustada más de una vez, aunque nunca como esta noche, es con su servicio al cliente, en especial de origen dominicano. Soy dominicana y esto deseo especificarlo para que se entienda mi queja, por más que ame mi país, tengo, quiero y debo admitir que el servicio al cliente en Optimum recibido por representantes dominicanos o de origen dominicano es sencillamente horrible y ante todo muy irrespetuosa! Esta es la razón por la que he decidido abrir cuenta en esta página y dar esta queja: hoy, miércoles, 18 de octubre de 2017 en la llamada de las 10.11 de la noche para ser más exacta, recibí la falta de respeto más grande que he recibido de una persona de servicio al cliente en mis años de vida.
No puedo entender cómo Optimum se permite tener personas para atender llamadas con tan baja o ninguna formación personal ni profesional. Para empezar este joven/señor que me atendió desde un principio que recibió mi llamada no se introdujo ni siquiera propiamente, no me ayudó con lo que necesitaba, tampoco estaba bien informado por lo que pude darme cuenta y aparte de subirme la voz en tres ocasiones, tenía una canción de reguetón super alta de fondo (como si estuviese respondiendo la llamada desde un lugar público o algo así) y tampoco tenía paciencia para esperar por mí en cuanto a datos debía yo de proveerle... como impaciente por tener que irse a donde lo estaban esperando... y para finalizar, después de estar con él en el teléfono por unos 20 minutos y haber sopotado sus malas maneras de hablar y su falta de respeto cuando se dirigía a mi, cuando me decidí a decirle que me parecía que su manera y su trato eran poco profesionales e irrespetuosas me colgó la llamada.
Creo que la compañía contrata lo peor de los dominicanos para trabajar con ellos porque no es la primera vez que me doy cuenta de este tipo de patrón de conducta en representantes de origen dominicano con los que he coincidido al llamar, aunque nunca nada cercano a lo sucedido con esta persona. Qué decepción y qué coraje te queda después de terminar tu día con este tipo de situaciones, que por más que la calidad de los servicios de la compañía sean buenos, esto es un punto que se va sumando a desanimarte y a no permanecer con ellos.

I have been a Cablevision / Optimum customer for almost 20 years. I have had my email address just as long. They upgraded the email years ago but always gave the option to keep "Classic Mail", which I did because the new email was awful. Now, they are shoving the "New" email down customer's throats without an option. It is not user friendly, especially to mobile device users using Apple products such as an iphone. I called to see if it was possible to keep the old email, and the response I received from one of their Customer Service representatives was "nope". No explanation, just "nope". I was told in time, an upgrade may come to be more compatible with Apple products, but until then Im stuck with it.

I switched to Optimum cable on Oct 14, it was OK 'til technician asked me to sign off the work when I saw installation charge. It's a surprise because Optimum never mentioned there would be installation charge when I ordered the service, I never received any notice(s) from Optimum prior to the installation about this charge. That's definitely a business fraud to charge customer without a notice!

On sunday october 15th I called optimum to asked what was happening with my cable box and internet because the service is failing, the customer service representative called “maddi” at first seemed very helpful but from nowhere had a horrible attitude and yelling at me out of nowhere, this shouldn’t be tolerated at all, im a loyal customer I love my service but this way to treat tour customers is unacceptable,

Any questions please don’t hesitate to email me

Natalia gil i
[protected]@gmail.com

Im a loyal customer iv recently had hardship which iam correcting i dont understand why my service has to be completey shut off without giving more time id like to close my account so i can do business with a company who wants to help their customers stay on track not pull them into debt thank you iv always brought my bill up to date and made payment i think there should be a little more understanding

We have 2 modems, multiple tv's, multiple phone lines all for a residence. With an entire household dependent on mass communication all reliant on a single provider, we should be able to get same day service for an outage. On 10/8 we called in loss of service and were unable to resolve anything with the tech on phone. After finding out we cannot get a site visit until the following day we are more than a little upset. Considering the amount of money your services cost, and the multiple platforms you represent in a single house hold this is unacceptable.

So, I first made contact with optimum on wednesday, 9/27/2017 as a new customer, picked my package and plan was to install the next. The tech showed up, on time but couldn't complete the job because he said he had the wrong equipment. I was told he will be back with the right tools. He never showed up! I called the next day, optimum apologized and said they will be sending somebody over and that they will be giving me an 'open window' from 10am-8pm! Guess what? No tech showed up. Called later on that evening to complain, they were apologetic, assured me my appointment will be the next day between 8-11am and because of what has already happened, my connection will be a priority, first thing. Ok, no problem. 10:30 the next day, no call, nothing. Called optimum and was told the tech will call me in about 2 minutes. Waited anothe hour and 30minutes, no call! Called optimum again and guess what I was told... That I had no appointment! Ha, the nerve! I must have been making all this appointment up as, yeah, I have nothing to do. Asked to speak with a manger edward/3299, he assured me he will help and get my appointment going to give him a few minutes. Well, few minutes turned into 20 minutes, got a missed call from him and also from the scheduling department stating the tech won't be coming over to do the connection again and that my appointment has been made for tuesday october 3rd between 2-5pm!
After all this running around around i've been given, should I still trust optimum? Apparently, optimum is very unaware that people work and arrangements have to made to have somebody around when they decide to or not show up for business. They were very unapologetic on saturday, 3 days after i'd been having 'no show' appointments from them!
I really don't know what to make of this gross disrespect of the people who 'keep' you in business, but one thing I know for sure, I will take my business to where i'm appreciated. Thankfully, this is not a monopoly!

I returned my equipment on 9-5-17 was told I would get a pro-rated bill for the 5 days service. Now to find out I must pay the full bill there is no pro-rated service, and that I should have disconnected the end of August not to have to pay the full bill. How can you bill me for something I cannot use. I go to Florida every September and have never had this problem. I usually get a Gift card for the overpaid amount. So this year I didn't want the card and was just going to pay for what I used within the month.This has to be against the law. I have already filed a claim with Consumer Affairs.

I have the triple Gold package with 7 tvs. Most of my channels come in like a jigsaw puzzle and I keep getting error 23. This has been like this for weeks. Saturday tech came out and said he fixed the issue but he never tested it. He left and it was worse than before. Missed football all weekend along with key programs same for week prior. I have been a customer 40 years and I will go to Verizon if not fixed with in the next 48 hours and I am credit for the month. I contacted Optimum after the tech left and I said I need someone back to fix the problem and I was told they are too busy. After complaining they said the dispatch will call me back in 15 minutes and that never happened. I need someone there after 6PM this week and fix this problem. The way they treat a customer is so poor especially someone that has been with them 40 years. I can be reached at [protected].

This past Tuesday September 11, 2017 I came home from work to find out that I have no Internet . I called your 800 number and I entered my information and the recording told me that my account was not paid the this month. Through your system a while ago I had set up "Auto Pay" to make sure that my bill is paid on time. For whatever reason the Auto Pay did not take effect. The recording said that if I pay my bill over the phone my service would be restored within 15 minutes. I paid it right then and there and waited 15 minutes. Still no Internet. I waited another 30 minutes, and still nothing. I called back and finally spoke to one of your Customer Service Reps. He said he will reset my Modem . After a few moments he said that he could not reach my Modem. Before I even called I tried to reset my Modem. Then Your Rep said that Optimum should not have disconnected me from the BOX and that he could set up an appointment for a Technician to come out to my apartment to solve the problem . He told me that the soonest one of YOUR technicians could come out to me was only on Saturday. I asked him, why I have to go three days without Internet service? He said that was the soonest someone could come out. SO, we set up an appointment for Saturday between 5:00 - 8:00 P.M. I left work early so that I would not miss the Technician because I was warned that if I am not home when they arrive that I would have to pay $80.00 for a service call. Saturday afternoon I received an Automated call from YOUR company stating that the Technician will be arriving that same day between 5:00-8:00, and again the recording said that if I'm not there when the Technician arrives that I will be charged $80.00 for a Service Call. As I said, I left work 2 hours early Saturday to make sure that I would be home when YOUR Technician arrived. Around 7:45 I called Customer Service to see when YOUR Technician would arrive. They told me not to worry that it was only 7:45 and they have another 15 minutes to get to me. I called back at 8:45 and YOUR Customer Service told me that they have no idea what happened to YOUR Technician but now I would have to schedule another appointment. So, after waiting three days and leaving work early and two or three times being told that I would have to pay $80.00 if I wasn't home when YOUR Technician arrived at my apartment on Saturday. YOUR Customer Service Rep told me the next available day for YOUR Technician could come to my apartment to fix my Internet service was the following Tuesday. Now that's SIX DAYS without YOUR Internet service(that I paid for). Tuesday around 11:00 AM one of YOUR Technicians arrived and saw what the issue was. What he told me was that ONE of YOUR TECHNICIANS (actually he said it was probably one of your Contractors) disconnected me from YOUR box at my apartment complex. After checking the issue, he said that my neighbor in apartment " 278 " cancelled their service the week before, BUT for some reason they disconnect my apartment "276" instead.

I do quite a bit of work from home, but due to your mistake, I couldn't work from home and lost quite a bit of money, also I left work early Saturday so I would not miss your Technician that was supposed to arrive between 5:00-8:00 which never showed or even call to say they can't make it, and to make me wait another three day without service is not acceptable. Again, 2-3 times you (Optimum) told me I would be charged $80.00 if I wasn't home at the scheduled time the Technician arrived. The right thing for you to do is pay me the $80.00 that you were going to charge me and to compensate me for the 5-6 days that I could not work from home, due to your company's mistake. Also the day that I went without service should be deducted from my bill.

I hope to get a quick response from Optimum.

Sincerely,

Victor Weigner
276 Kings Village
Budd Lake, NJ 07828
[protected]
[protected]@gmail.com
Cablevision account # [protected]

I am the case manager for an individual who has intellectual disabilities, but lives on his own. He managed to rack of over $1500 in on demand orders through his TV before cutting him off, not allowing anymore to be ordered. I've live chatted, emailed and been on the phone with representatives only to be told that nothing could be done other than to create a PIN that locks out that content. I'm not discrediting Optimum or there service. I am however disappointed that 1) my client was able to order up over $1500 worth of features before it locked him out. Why did it have to get so high? 2) That there is no way to remove the feature of even having on demand. My concern is that my client can tamper with the PIN and unlock it since he is the account holder and primarily uses the service. 3) Why isn't there a minimum payment to be paid to keep the service on? I know it's a lot to ask but they want the full payment by the due date or the cable is cut. With such a high bill, the situation with my client and is challenges and his standing a long time customer (5+ years) I would think some kind of accommodation could be worked out.

Today 9/13/17 I was suppose to have my cable installed between 11 and 2. At 2:10 I called and after a short wait I was told it would be between 2:45 and 4 before the installer would arrive. Question why no call from the company. I did get 3 calls at night a week before confirming the date and time. I advise the rep I wanted to change my installation to when I would be first, told no problem but it would be a different department to schedule this. When I was transfer to that department I was told it could only be 8 to 11. I ask can I please have it for 8 and the answer was no they needed 3 hours for a window. Guess they didn't want my business. Funny I had to pay in advance and will stop payment on credit card. By the way, no follow up from the company.

I subscribed for Optimum cable and Internet in December 2016 and due to recurrent connectivity problems needed 6-7 technician visits between April and June 2017, excluding remote assistance. One technician removed the router from its locked storage; the 2nd one moved it to a different port; the 3rd one returned it to the locked storage; the 4th one changed the router; and the 5th one replaced the external cables and billed $80 for the visit. Two days later we lost connectivity, and I disputed the bill based on the principle that I didn't expect to replace cables within 5 months of connection, and the replacement didn't resolve the problem! A 6th technician visited, and 2 hours later we lost connectivity. Only a 7th technician eventually resolved the problem. Calls to customer service, e-mail enquiries and a letter to an address provided by a customer service rep to resolve the disputed bill elicited no response or a standard "the $80 fee is charged once a technician is despatched". Obviously Optimum technicians operate by trial and error guesswork with no regard to whether or not they resolve the problem.
RATING: F for substandard tech support and ineffective customer service.

Optimum,

Called 7/29/17 to schedule installation of phone and TV and was scheduled on 8/9/17. One 8/8/17, receive a message in the pm that installation can not be done because number was not ported. Called back to reschedule on 9/4/17 in order to have number ported.

On 8/30/17, called to confirm schedule and if number was ported. Was told that installation is as scheduled and was transferred to Jerry (porting dept) who said everything is okay.

Waited the whole am on 9/4/17 and called at noon to ask about installation and was told number was not ported. Spoke to AEJ who provided porting dept number and asked that we call on 9/5 as they were closed.

On 9/5/17, spoke to F01, went thru the porting confirmation with us and rescheduled installation for 9/8/17. On 9/7/17, called to confirm installation and spoke to Nadine who said installation is scheduled and everything is okay with the number.

Called at 9 am on 9/8/17 to check installation. Haha! Guess what...according to Gia, someone cancelled installation.

WTF! If this is the type of service you get for an installation process, what is it going to be like when you get issues with your phone or TV?

Have been dealing with internet issues since the end of July. Had technicians come out FOUR times to fix the same issues. The first tech came out and had to change our coax cables because there was something wrong with them but the issue was on Optimum's end. Of course the internet issues persisted and we had a tech come out a few weeks later and do the same exact thing! Didn't do anything different, except this time he told us the coax cable issue was once again Optimum's fault, but when the bill came there was an $80 charge! And of course, he didn't fix the issue! So not only can they not fix an issue, they lie to their customers.

I am an IT Professional and Vice President who has designed, programmed and maintained Search Engines for 30 years. I am thoroughly familiar with how Relational and Hierarchical Databases are designed and how they function. I have also been an Optimum customer for 10+ years. Your Search Engine is hands down the WORST I have ever seen. I have seen beginners produce a more logical Search Engine than yours.
1. Under the Browse Function for Sports, it does not list events by Date, your Search Engine is all over the place. You often have to scroll through 3 or more pages to find an event for the current day.
2. Under the Keyword Function, it also does not list events by date and often lists many items that are not relevant to the search and omits those that are. (type in NFL and you will get a potpourri of events that may or may not be relevant to your search. As an example I was looking for the Patriots game on Thursday night (Tonight) and I scrolled through the entire NFL database list and it was not listed. I had to frustratingly search other ways for 10 minutes before I finally found it. This would be unacceptable in the Business world. When people search for information they want at least a logical method of getting it and you Do Not supply this.
3. Your Sort and Filter Options are MEANINGLESS and useless. They seem to me to be there only to impress your uninformed customers rather than actually retrieve the data you are requesting.
In your instructions you ask for a resolution. I suggest you have Senior Management at Altice use the Search Engine and I have no doubt they will be as frustrated with it as I am. Then I suggest you fire the incompetent IT programmers and designers, who hastily put this garbage Search Engine together, as well as the manager who approved it and get to work designing a new Search Engine that is user friendly, intuitive and sends back data that is logical and helpful. I would also suggest you contact for help and assistance organizations such as Oracle, Microsoft or IBM that produce Databases.