Optimum
Reviews and Complaints

Requested a copy of a prior year phone bill.. here is the actual exchange:

New party ('Enmanuel') has joined the session
Enmanuel: Hi, my name is Enmanuel and I will be assisting you today.
Enmanuel: How's been your day so far?
DAVID LEWIS: good morning How are you today
DAVID LEWIS: I am trying to locate a telephone number from my phone bill of 10/2016
DAVID LEWIS: How can I do that?
Enmanuel: I see. Don't worry, I'm here to help you. Did you try to locate the statement online?
DAVID LEWIS: Yes I did.. but it would not allow me to go as far back as October 2016
DAVID LEWIS: Sadly enough I am just trying to locate ONE telephone number
Enmanuel: I see. I'll be more than glad to go ahead and help you with this.
Enmanuel: Could you kindly confirm your full name, service address, and phone number for me please?
DAVID LEWIS: david a lewis..315 e 23 street brooklyn, NY [protected]
Enmanuel: Thank you for that information, David. Please, allow me a moment while I verify your account.
DAVID LEWIS: ok no worries
DAVID LEWIS: is there any other info you need
Enmanuel: For now this is okay. Just allow me a few more minutes. I'll come back with a solution for you. Thanks for your patience. :)
DAVID LEWIS: ok
Enmanuel: Thank you for the waiting time, David. I was double checking and having your bill would not solve your concern due to on this is not included your Phone number. However, I'll be more than glad to connect you with the 'Phone' department, so they can provide you the information you need right away! :)
DAVID LEWIS: I am confused by your answer
DAVID LEWIS: my phone bill internet and cable are all connected to Optimum
Enmanuel: I'm sorry I might not have been clear enough for you.
Enmanuel: Yes, we are the providers of all your services, however, your phone number is not included on our customer's monthly statements.
Enmanuel: Therefore, seeing your bill would not let you know the phone number you had by that time.
DAVID LEWIS: so does this mean I am paying you monthly for services that I do not have. I have had this telephone number for the last 20 years
DAVID LEWIS: please please ell me how I can get the information I seek
Enmanuel: Just to confirm, I understand you want to know the telephone number you had in October 2016 right?
Enmanuel: So, this is why you want to see the statement from that month, is that correct?
DAVID LEWIS: This is so frustrating. I have been here now for almost 30 minutes and you are actually making a mockery of my inquiry.
DAVID LEWIS: I know my telephone number it is [protected]
DAVID LEWIS: It has been my household number for over 20 years now
DAVID LEWIS: I am respectfully asking for a copy of my phone records of october 2016..
DAVID LEWIS: Please please understand I am asking for a copy of my phone records my phone bill of October 2016
Enmanuel: I see. I'm really sorry I did not understand your request. My apologizes.
DAVID LEWIS: can you help me.. are you going to help me
Enmanuel: Yes, I am. Just a moment please. Thanks for your patience. I know it's been a long time.
Enmanuel: Thank you for the waiting time. Now, I'll show you how to have what you see.
Enmanuel: Please click on the Option 'Pay bill', it's displayed on the top of the screen.
DAVID LEWIS: I am just so confused here
DAVID LEWIS: Are you a robot or a real person
Enmanuel: I am so sorry Mr. Lewis, I do not mean to confuse you though.
Enmanuel: And no, I am not a robot, I'm an actual person.
DAVID LEWIS: I do not need to pay my bill
Enmanuel: I know you're not trying to pay your bill.
Enmanuel: What I want to do is to help you find the bill for October that you need.
Enmanuel: So let me guide you step by step how to find it online.
Enmanuel: Are you current logged into your account?
DAVID LEWIS: I think you are being very disrespectful here and wasting my time. You are very aware that your online system does not go back to october of 2016 and therefore the reason I have reached out to you
Enmanuel: Mr. Lewis, with all due respect, you are actually able to do so, and in the event that for some reason it does not, I can have that requested for you.
Enmanuel: I was able to confirm that you should be able to view it online.
Enmanuel: That's why I am trying to guide you through it.
Enmanuel: My apologies if that caused you any disrespect at any level, as it was not the intention.
DAVID LEWIS: I have already logged unto my account and I have followed all of the steps to retrieve past records. your system has already informed me that I cannot retrieve that particular bill.. it is too old. I have reached out to you for help. I have now been back and forth with you for over 30 minutes and all you have done is given me the poorest customer service I have ever received.
Enmanuel: I am really sorry to know you feel that way Mr. Lewis, all I've been trying to do is to help you right now.
Enmanuel: I am certain that we can get this resolved, if you allow me to work with you.
DAVID LEWIS: You have not only wasted my time but you have proven to me that I need to change my cable service. which I surely will.. It is such an injustice to receive such blatant horrible customer service.. Please Please I beg of you if you are not able to help me switch me to someone who can
DAVID LEWIS: I have copied this entire conversation and I am going to file a complaint. as soon as I get off I am going to forward this to the CEO of Optimum because it is just no way that a customer should be subjected to this level of customer service
Enmanuel: Mr. Lewis, I can definitely assist you, but only if you allow me to do so. I understand that you are concerned about the situation and time this conversation has taken. But I reassure you, that you allow me to help you and follow my instructions, we can get this resolved.
DAVID LEWIS: Can I please speak with a supervisor
Enmanuel: I am sorry but from our end we are not to escalate to a Supervisor, and this is also something we can take care of in this interaction. Should you need to speak to a Supervisor, you can reach our customer service lines at [protected] and request to speak to one.
DAVID LEWIS: Ok. Thank you
DAVID LEWIS: Have a great day
Type your message here, then click Send or pre

Hi,

This is Bebin George and my optimum account# is [protected].
There is an recent increment in my regular monthly plan where i didn't requested for it. Even i haven't approved any to increase the rate in my monthly plan. I spoke to customer care when i saw the rate increase in my last month statement and immediately called the customer service and told clearly to take steps to bring or revert back to original price. Still there is no actions taken on it. Again i am confirming here that i don't want to upgrade my plan or i don't want to pay more. If you can't do it, please let me know in advance and i am happy to disconnect the optimum connection.

Again I m not interested with any upgrade and end up paying more.

Thanks,
Bebin George
[protected]

Speed test revealed I am only getting 5.56 Mbps download speed.I called Thursday. Optimum couldn't get anyone out till Saturday. The tech that came out admitted there were problems and everything needed to be rewired and asked if it would be alright to come out at 11:00am today, Sunday. He never showed. Waited for 3 hours and called Optimum to find out Tech#6652 closed out the ticket without doing anything and "Kirk" said the tech's can't just reschedule an appointment like that. So now, they can't send anyone out till Tuesday. Meanwhile I am losing valuable work time. When I asked to speak with a supervisor, the tech 'Kirk' said these type of problems can't be escalated. I am beyond angry at the total 100% lack of customer service.

We lost service for no apparent reason yesterday, August 24. We called and made an appointment for a service call for today, August 25. The original time was between 10am and 8pm. When we called to check The first time given was 3:00 pm. The next time was 5:00pm. Now they are saying 8:55pm to 9:55 pm. I have small children and I am NOT happy. I also have an elderly parent in a nursing home and they contact me through my home phone number with any issues. This is not possible now with having no phone service.
We have been an optimum customer for a long long time and I do not appreciate the way we are being treated. They just apologize and say someone will be here. This is NOT good service. If they cannot handle a problem such as this, then they need to be asked why we pay such a large amount. Maybe they need to be looked into by the proper consumer protection board.
I need someone to contact me immediately on cell number [protected] to tell me what the next step is.
Thank you
Brenda Mone

I mid-july, I asked cablevision to replace my cable box. The local office is out of my way so I asked them to send me the box. I was told it was free shipping and return. After the call was ended I was sent an email saying i'd be charged, but i'd get a refund on return. They sent the wrong type box which came while I was on vacation. I eventually had to go to the local office to switch it. I now find that i've been charged for use of the box from the moment it left them to my return at their office. They will not give me a credit for the "use" of the box even though it was the wrong one. They offered me services I don't need instead which I took reluctantly. I'd rather the refund.

This is not customer service. I spoke with an agent, her manager, and his manager. You tell someone during the call that they will be charged. The reply was that I should be happy with the rate i'm getting.

Account number: [protected].

I have been a loyal customer for well over a decade. Apparently, that means nothing to your company. Unless, the customer service representative that I spoke to was incorrect.
On November 18, 2016, when I moved from Pompton lakes to Riverdale. I had an appointment scheduled for that day. Your rep came unprepared to do the connection and left after doing nothing! Therefore, I scheduled another appointment for November 19th. He came and did the connection. Then, I was having great difficulty with my internet connection. I called, mentioned that and your rep suggested that I have yet another rep come to fix the issue. That rep came, adjusted things only to inform me that I have an insufficient laptop which is only a year old, and I should purchase some sort of adapter. Then I get my bill only to see a charge of $80./90. for the 3rd guy to comeback. November18th was my birthday and a Friday. I spent that day home waiting-because I had a 3/4 hour window- plus I had to take the day off from work! Then, I had to wait again the following day. And, then I took a half day off on Monday only to wait again for your rep and be completely disappointed and dissatisfied!

I was going to let this go, but I'm going to cancel my cable and possibly the internet services and feel I am due much more for my loyalty as a consumer and the time lost from work as well as a refund for the final service call.

Thanks for your time.

Susan Ricciardi

A Payment Amount: $196.82 was made 7/28 C, but somehow a second payment was allowed fro the same amount on 7/29 Payment Amount: $196.82 . I have attempted to get a refund for this over-payment of $196.82 since 8/3, and have spoken with 4 supervisors, all promising the refund was escalated, and payment would be in my account by 8/5 the latest. I spoke with a Supervisor Fred Gonzalez [protected]) @ 2:25pm, and he reassured me that the refund would be in my account by Saturday 8/5..this was his personal guarantee. I asked him what happens if it is not in my account, he reassured me that is not possible, it will be there. I called [protected]) at 9:11am on 8/5, advising the refund was not there, and escalated to 3 supervisors, and last spoke with (Andre), who would not provide his last name..he advised that there is nothing he could do, and to call him on Monday if it is not there by then. I advised that this was unacceptable, I asked that he notate the log that I am making a comp[any Presidential Escalation, and asked that his manager call. He advised that he thinks that manager(Joe-he would not provide a last name) would be in at noon. I doubt that Andre will move on this, and I would like to know what Optimum intends to do as far as the financial burden I was now placed under. This issue left me with almost $200 less in my account, which was a
major financial burden and an inconvenience that prevented me from addressing several financial commitments. I am very unsatisfied with the process of reimbursement..you can take our payment in seconds, but it should not take 5 days for a return.

Lee

My name is terrance burr I was scheduled to be installed today between 11am a d 2pm the tec never showed up after numerous calls to cable vision and they kept telling me he coming this is unfair I will be taking this matter higher as possible I called all day they kept saying the tec will be there in 30minutes I have small children now they have to spend a saturday looking at the walls because of this bad bussines that optimum is providing

8-4-17. Gary O'Brien
35 Pine St
Watertown, CT 06795
[protected]
Received bill including a new modem charge. Two phone calls and chat session waste of time. New customers get a much better deal than long-time customers. Customer service told me we have the best deal available - "sorry".
What are you thinking? I owned a business for 25 years. If I treated my clients like this, I would have lost a good percentage of them do to bad attitude. Check your records. How long have I been an on-time paying customer.
Optonline has a problem that email spamming won't fix.
Imaging losing a 20+ year client over a $4.95 service charge that just appeared because the government restriction has expired. Wow!
Somebody needs to start paying attention before the ship sinks.

To Whom it may concern,
I have been a customer for over 10 years . I have two residents in where I have service from you guys. My recent location to where I'm experiencing the billing issue is at 525 Jackson Ave Bronx NY 10455 apt 9M. I recently requested for service and received it on May 29th 2017. I was instructed to have a money order ready for the technician in order to receive service. I gave him a money order for the amount of $195.00, unfortunately due to the moving and sort at the location I lost my copy of the money order and work order. Needless to say, when I received my first bill, it never reflected the amount of 195.00 dollars for the installation. When I called your company to require about this matter, I had the opportunity to speak with 5 different representatives. Out of 5 representatives, three representatives made me feel totally uncomfortable and very shameful that I didn't have a copy of my money order and pretty much threatened me that my service will be interrupted. As of today, I have been keeping up with my payments on both accounts and wish for your department to please find the work order and money order that I have given to your technician. I was notified by one of your representatives (Melissa) that she see the work order and amount indicated but she didn't understand either why this matter is taking so long to be resolved due to the fact that we all now, Cable vision doesn't turn on service until that first initial payment is received. This matter has been going on for over a month now and I will really like to it to be resolved without feeling threatened that my service will be interrupted and its not my fault.
Thank you for your time and consideration and hopefully I will here from someone soon. My contact info for this matter and account is [protected] I can be reached at anytime.
Thank You.

1. During the June pay period I was charged $244.07 for the services which I didn’t use. In my numerous attempts to talk to customer service and billing I explained to them that I used only Internet services.
2. Chat services is not qualified to provide detailed answers on my questions. I have 2 attempts to contact them.
3. The representatives failed to timely downgrade my services, therefore any time issue can be attributed to poor qualification and communication between billing, customer service and downgrade services department.
4. In the middle of June I received a letter stating to payment of $48.69 in order not to get disconnected. The letter did not provide any additional details. This was done on 06/23/17.
5. Meanwhile I worked with your departments to find out of how to downgrade services and lower my bill. This was difficult due to multiple attempts to transfer from one department to another.
6. Please note that I cannot spend more time due to documented mental disorder. Therefore, I experience financial difficulties.
7. Finally, in the week of June 10th, the downgrade department informed me that in order to lower my bill I have to send back equipment which was done and confirmed by Cablevision on 7/17/17.
8. The billing department refused to retroactively lower my bill stating about payment of $48.69 I put myself in agreement. Please note I did not know about any agreements. Making such statements is consider putting a loyal customer in disadvantage and purposely misleading.
9. Please note that Cablevision/Optimum is responsible of how their system working to the best of customers not of the Optimum.
10. Billing manager Mario with operating ID “mqk” refused to help me showing poor customer service. He refused to provide accommodations for the person with disability.
11. Suggested outcome: adjust bill payment to the current bill to 82.83 (including taxes) for 2 months totaling of 165.66 minus 48.47 which was paid on 06/23/17. This will adjust the bill to 117.19 instead of 195. 38. The next monthly statement will be $82.83.
12. Please note that all responsibility of delay of payment 45 days past due or anything else happened due to unprofessionalism of chatting and customer service who failed to provide reasonable advice on timely basis.
Balance last statement
$244.07
Payment(s) - Thank you
$48.69
cr
Unpaid balance - please pay now
$195.38
New bill activity
Current monthly charges and credits
$110.80
(Includes credits and adjustments since last statement)
Total taxes and fees
$9.19
Amount due by Jul 22, 2017
$119.99
Total amount due by Jul 22nd, 2017
$315.37

I could no longer afford the bill so I decided to disconnect. 7/7/17 I returned my equipment and payed my bill. The agent in the your Lindenhurst location in formed me, although I returned the equipment and paid my bill I would still be charged for an additional bill at or around 8/8/17. I made a complaint and the response was, I could still use the service. Nice game Cablevision is playing with long time dedicated customer.

I was a long time customer for decades and I am convinced the integrity at which you treat your customers is lost.

I called Cablevision on June 3 rd to transfer service due to moving but was unable to as the company did not service new address. As a result I requested disconnection for ac07875284519075. I was told that only my spouse could disconnect as he was "account holder"
I explained there had to be error, I was the person who called Cablevision in January to create account, signed off installation, my contact details and paid bills every month..Per usual I simply add my spouse as joint holder.
Other issue, I called back July 1 say prior to move asking if I could deliver equipment nearby. I was advised I would still be billed until my spouse returned.
MY spouse called on June 3rd upon his return. At that point we were told company policy is 30 day billing month based on billing period (July 1) even if disconnection was on day 2 of bill period in our case.
Had I been able to disconnect when I called in June I wouldn't have incurred charges for full month of July for service I did not use since July 2 upon moving.
I explained that since cable vision clearly didn't apply me as proper ac holder we should verify that I was correct person who established service. I was told nothing could be done about that.
I have spent hours calling, multiple transfers, escalating to supervisors..each rep responds same robot fashion.
Apology with multiple policy repetition.
I'm very disappointed how this had been handled, as such, I will never use cable vision again..
I made it clear so could only pay for the days I used service through July 1..not other 29 days after I moved..its a shame cable vision says they will pursue collections when they handled this matter so poorly..seems the company cared more about robbing customers for service they did not use than using common sense..
Very disappointed
Suzette Lopez

In early June we had scheduled an appointment for a service call for our internet services that have not been working properly. A technician was dispatched to our home and during that visit replaced a cable on the outside of the home, he also spoke with my husband in the driveway and showed my husband what he had replaced, my husband asked the tech if he needed to come in the home and the tech assured him that he did not since the problem was on the outside of the home. I then received a bill for a significant amount, confused I called Optimum and they stated that I was charged for a "No Home" fee, stating that when the tech was dispatched to the home that nobody was home and no services were rendered. I assured the agent that that was false and I can provide them with a picture of the cable that was replaced. I have been going back and forth with several agents/supervisors fighting and trying to prove that we in fact had services done at the time of the appointment. We have been long time customers of Optimum and if we had not been home I would not be disputing this and pay the fee, that would be fair however why should I be responsible for a technician that lacked the proper documentation? I am horrified with this experience and don't know how much or what else I can do to prove that these services were rendered and get that fee waived? Is Optimum willing to lose a long time customer over $80.00? I'm sure Optimum has plenty of customers and does not need me but this is poor customer service and shows how unethical this company can be, if this does not get rectified I will also be contacting the BBB and who ever else I can reach and let them know about this experience. I am basically being told it's my (the customers) word against the technicians, who I believe is trying to cover himself so that he will not be reprimanded for not doing his job by following the protocol with the documentation needed to prove that he was even at my home, if he confesses that these services were rendered then it will prove that he did not follow the protocol with the proper documentation, nor did he have us sign off on any paperwork indicating what was replaced and again I have to pay for an error on Optimums part? Again I really hope that this can be rectified and we can continue receiving services through Optimum it if it does not I will go to every extent necessary to make sure that my concern is heard.

Good Morning Cablevision,

I am writing this letter to advise you of my dissatisfaction with Cablevision's internet service in the village of Bridgehampton, NY. I own and operate The Golden Pear Cafe, located at 2426 Montauk Hwy. Our internet service continuously has intermittent problems that cause interruptions with our credit card processing and wi-fi service for our customers and CHOWNOW take-out order processing. We have had everything checked by PSEG (electric service) MICROS (Point od Sale System), and they have confirmed that our internet service continues to not function properly. Our commercial neighbors complain about the same issues. They lose internet service and cannot process their credit card transactions...

Please investigate this concern and determine and verify that the internet service being provided to Main Street commercial district of Bridgehampton, NY is fully operational and best of class service.

Keith E. Davis, CEO
The Golden Pear Cafes & Catering Company

I moved to edison Nj from Clifton nj. I requested to disconnect my service, but they forced me to move service on my new location, they committed to install the service on June -11 Sunday, they keep calling me through IVR for reminding me that they are coming between 11-2 on Sunday. But no one showed up. I called and they said they have some new customers and rescheduled for 5-8 pm. But no one showed up again. Finally at 8pm they told me they can't install it . They forced me to be at home on Tuesday June 13 as they rescheduled it.
They wasted my Sunday and Tuesday. I had many important work and meeting that I missed.
These company is a cheater and don't have any value for customers!

I've been dealing with issues since
Mid April. We have been experiencing extreme pixelation. I have spoken to 6 people, 2 of which were supervisors. 2 tech's were here as well. I was promised a $40 credit and the cancellation of the service pprotection at no additional charge. I was also promised a re-inre-instatment of a promotional rate which didn't happen. We received a bill yesterday.

I was given the name and address of a supervisor who could help. I called him 3 weeks ago and agsin yesterday. No call back. His name is Joe Liguori at
[protected].

I also sent an email. I received a response from Eliot. He told me they couldn't help. He told me to call Customer service or dial 611. Couldnt he have tbought "outside of the box" and escalated it.

You send out bills and your expectation is payment. I make a payment and my expectation is service. You certainly have received payment but I haven't received service.

I am very disappointed in Optimum. I have always defended Optimum until now. Everyone on our floor in the building uses Fios. That will be my next call.

I have actually lost it with with your customer service staff. Something I never do.

I hope you can resolve this without losing a client to one of your competitors.

I am so disillusioned.

Janet Marinaccio
[protected]

Be aware. I just found out there was added service on my bill since 8/5/2016. with paperless statement and automatic pay, i was paying $15 a month extra for 9 months where they reject to refund my money. They say it was my responsibility to check my bill all the time. So, that is okay for them to add a service without my consent? They added extra phone line on my account. So I was paying for 2 phone lines where i did not even know I had 2nd line. They insist I added but past 5 years living in the same apartment... really? they checked and there was no installation. no body came to install the phone line to my house... no record of me adding the line... they are bullying customers since they have right to service our area? DO NOT AUTO PAY, DO NOT PAY YOUR BILL WITHOUT CHECKING THE BILL. THEY WILL ADD SERVICE TO CHARGE YOU MORE. WORST CUSTOMER SERVICE TEAM. VERY NICE OLD PEOPLE TRULY FEELING SORRY FOR ME THAT THEY GOT YOU. THEY GOT YOU GOOD...

As a long standing Optimum On-Line customer, (20 years) I am very disappointed in your handling of my account.

I moved to a different location, you came out and installed my Optimum router for voice, TV and internet.

As a result, of my move, I evidently owed you from my previous location $44. On 4/31 I paid the full amount owed to you of $221. However, I have been receiving harassing phone calls from you that I will be disconnected. I advised you that I had paid my account and to note it on my account.

Today, I contacted Bank of America and they advised that IT WAS A PAPER CHECK DELIVERED TO OPTIMUM ON LINE since I had a new account (I moved, which you knew about). Further, I had Bank of America contact Optimum on Line and was told that I would continue to get the phone calls, and that I could check back again to verify you had received payment. I was very annoyed to hear that response.

I was told that I could pay again to avoid disconnection with a credit card. Or as previously stated could get the harassing calls and wait until May 8 to see what happens. I chose to pay with my credit card again to avoid being shut off. I will still get your calls, to my dismay.

You should treat customers who move differently than others and once the bank verifies with your representative that payment has been sent, you should remove them from the call/pay harassing calls.

If any of the above is not clear, please let me know.

Thank you.

Deborah McConnell
[protected]

been a customer for 5 years not sure if this is a new brought company but the service is horrible. I called for 3 weeks to correct voice mail. I was never told to use a outside number to check the phone. Something we asked for several times. The tech came out 3 1/2 weeks later and advised us it was our phone button, we purchased a new phone but still cannot receive messages from our line 2. I have called cablevision several times again and have been charged $59.00. I called and spoke to a rude rep Brian 4/17/20017 and asked for a supervisor. He stated the supervisor Tiffany would not be taking my phone call because this is a valid request and charge. This is a horrible way to treat your customers. I am also a business owner and would never refuse to speak to a costumer about an issue nor complaint. I will be transferring my service to another provider and currently shopping around.
I can understand why so many switch from this companie and have never experienced such rude behavior from an customer representative or supervisor.