Optimum
Reviews and Complaints

I had a problem with some equipment from cablevision. I went to the store on Main St in Bridgeport, CT to exchange it for a new one. I was told that the equipment in my house was for a difference address. I had to make an appointment to have a Tech come out and set everything up all over again. I had to pay for him to come out even though it was not my fault they screwed it up. When the guy came out he only brought 1 box instead of 3. I had to order 2 more boxes through the mail. The boxes came in and we called up cablevision but we could not get them to work. I make an appointment for them to come out on Thursday 1/19/23 between 8:00 am - 11:00 am no one showed up. They called me the night before to confirm. I called them back and set up another appt for Friday 1/20/23 between 11:00 am - 2:00 pm. Guess what they did not show up again. I called had to talk to 3 difference people, they would not get me to a manage and would not provide me with a number to the corporate office. They where no help at all. Now I have to wait until Monday 1/23/23 between 11:00 am - 2:00 pm. This is total bulls... The only they want is to collect money from you.

I called them and asked to be cancelled from their service because I had another Internet provider hooked up that was cheaper. They said that I couldn't until I paid $400. I told them i could not pay this and told them to come and get their equipment, they gave me an address in Charleston WV to take my equipment to but i have no car to get there. Before i got with another company, they cut my TV channels down and turned my internet off and left the phone on. my bill was always $165 every month but it wasn't suppose to be that way and i even had the phone cut off and kept the internet and tv but did not get to pay the bill price because they were still saying $165. I want my service cancelled and a tech to come and get the equipment, it is not hooked up and I'm not using it. They sent me a bill out for $711.10, if they would of picked up their equipment and cancelled my service then they wouldn't have to waste paper sending me a bill out. I don't owe $165 and when i get money to pay them, i will but i won't pay $711.10

On or about January 9, 2023 the router that was supplied when I switched to Altice several years ago failed & I was told to go to the store & get a new router.

I went to West Nyack, NY on Jan. 11, picked up the new 'router' & installed it. My computer worked, but my land line phone did not & one of my 3 email accounts stopped displaying on my phone. Since then, I have spent at least 4 hours of several afternoons trying to remedy the situation. I was crawling around trying to read tiny numbers on the router & being asked questions I did not understand. Often I was told I would get a call back in one hour. That did not happen. Once I was hung up on & I was not being rude. One evening I got 6 emails from Optimum telling me what I would be charged on my next bill. All the amounts were different! & I still had no service.

Finally, I got Wasia (sp?). She was determined to get my land line working & after several hours she did call me on my land line. It was a great moment for both of us. But then I had to tell her that my tv stopped working while she was hard at work. She had to transfer me to someone who would activate the cable box. The woman I got could not help me & today 1/18, I am waiting for a tech who is supposed to arrive on 1/20 but Wasia said I should not remove the modem & I think that is what he/she is coming to do.

I called Optimum Mobile to arrange a one month international calling plan for February 2022. I agreed to pay $60 for the month.

After 2 weeks my service was no longer available. I assumed that my plan had ended.

All of my bills are paid automatically so I don't check the bills until the end of the year when they are submitted to my accountant. I thought that the increase in my bill was due to a new phone that I purchased but it was for the international plan. I NEVER made international calls after that 2 week period since I was messaged that I reached the limit for the month. I clearly misunderstood was I was told on the phone. I do not recollect signing a contract. I have been a client for 18 years with three accounts and expect this multi million dollar company to have empathy for customers who respect them and ALWAYS pay their bills on time. This was a miscommunication. The international calling feature was not used for 11 months and yet I have been billed $600 monthly for 11 months totalling $660 of UNUSED SERVICES !

After signing up for automatic payment and paperless discount with optimum, I was removed after a few months. When calling up to ask why, I was told I never qualified for the discount. I asked to be signed backup but was told it would take two months for it to be reinstated. I was also told that I could not speak to anyone else or a manager and then hung up on. I believe this is wrong and a way for optimum to get out of keeping discounts on customer's accounts and trying to make their customers pay more than promised.

I was one optimum mobile service in September 2021 to October 2022 I was one of there good service customers who had always committed to them give them great experience service and it always pay everything on and I am assured that iam always give that they are very important and the best service always and always committed give great positive feedback back everything they sent me there email what I did exactly expected the down fall with between me and them was in September 2022 when the storm hit the Hampton area I have called in and started complaining about the situation that my phone service is starting not to work and then they start to lie to me about oh we going to send agent to come out there and and look at that time my payment with Verizon almost overdue then I let that go for a while then I started to suspicious about how the way they talked about promise about things that didn't happen then I to notice it then I leave that for awhile then October came and then November came my payment with verizon is complete then according to what iam remember one day in November in the beginning of the afternoon when something inside of me tells me that I need to give them a call because I have a feeling something is wrong I mean I never in life never have these feelings before then I started to call then and I they started to pick up then I to this customer I to pour my number over back to verizon wireless because I want to go back to verizon wireless carriers and then she started the process all the certain when she was checking out she started to ask me do I have IPhone 12 I told no and I ask why and she started to tell me that I finance the iPhone 12 every 2021and I have two line with and android phones that actives then I told her what have happened and I started to tell her I don't even like I phones why in the world do have the iPhone then she started to call the head department atand she told me donot leave or pour my number over to verizon wireless carriers aftermarket conversion was disconnected I call and I ask another representative they told me there is nothing in my account and they don't what I was trying to saying and I also checked on my account it only said I android that it then after that I ask them can you give me the department in charge of handling pour number over to another carrier after everything process and everything okay until time go by I believe a month go by in December 2022 I received the finance charges for the iPhone which were I don't own and I try to tell them and I already left their carriers and went back to verizon wireless carriers already and they still after me which the iPhone process and they told me my account right now is in collections I started to get nervous and went to the me to deposit and I want to pay but something tells me no then I started to investigate when I call them back I started to talk with there head department I started to tell them what happened then in a few day after I completed they started to reverse the finance charges and closing out and clear out the charges but then iam still not satisfied with the results I to dig into more is that in 2021 to end of September 2022 I was Double paying for two line for services one is for the I phone and one is for the android so I started to go started to complain more about what did then finally they admit that it there fault they have repaid me every thing that happened and regarding the disconnected service they take care to also they send me a servey ask me why I leave them I give a negative feedback that then take off from the last bill they are a bunch of thief from what I know is that one of there employees use my identity to finance for the 12 and finally they thought don't know they were bunch fully of thief and robbing people of their identity to get what they want I hope when or who read this comment please be careful and please aware of there service don't simply sign up with there service please because sure it might look good but down the road you guy will regret it jus like me

On January 6th, 2023, at approximately 10:45pm my husband placed a call to optimum support regarding internet service. Connection was made with remote support. The name of the technician's online name as saved to my phone is [protected]@miarr.com. Session summary on demand support #[protected]. While attempting to resolve the internet problem he had access to my computer as well as my husband's cell phone. While on the phone he stated he could not see the internet problem and said it was a billing issue. At this point requested payment and this would solve the issue. I proceeded to give my webster bank debit card information. Once he obtained this information, he stated he needed my social security number. I insisted that this could not be a true call. This man carried on until I did type in my social security number. Unfortunately for me just wanting to end this call I gave in. As this was being done this man was able to buy to 2 Sephora gift cards via my Verizon carrier with the amount of 100 dollars each, He then proceeded to obtain a link for western union 100 which did not go through. Kube pay, Zoho assist, Quick support, Moonpay. When I noticed that he was attempting to transfer 400 dollars to one of these accounts, I ended the call.

We are a couple in our 80's who just moved. We both have health issues. On December 8th I called to set up service - internet, phone, and TV. However we wanted to have our home phone number ported. The earliest date was Dec 17 - when I called to confirm, I was informed that Verizon would not release the number, but they were working on it. Phone calls later to nice people, with strong accents, difficult to understand...I was told I the same thing. But a date was set for 12/24. No install b/c of the porting issue. After more phone calls, I decided to cut out the phone service b/c of the delay. The next date was 12/24 Christmas Eve - which came and went. NO installation, same issue. "We will not install service if we can't do all three. You can port the number when they install the phone." It was a call on New Year's eve that revealed the reason the number could not be ported. It was that my account with Verizon was inactive. I needed to reinstate it. Which I did, paying a lot of money upfront. The next install date was 1/6. The number was free to be ported. Today came and went -- there was no scheduled installation anywhere to be found. 5 phone calls later, I was told perhaps it was cancelled for non-payment, although this was a prepayment area. No one could even confirm that this was the issue It was "maybe this will help". I payed the $160 and a date for 1/12 has been set. I have spent hours on the phone with people from all over the world, each have their own solution..While they share my frustration, they have no power to do anything but make appointments -- that cannot be confirmed and are randomly cancelled with NO explanation. The right hand does NOT know what the left hand is doing. Optimum ranks the LOWEST of any customer service. There is no direct line to anyone. You are THE WORST! We missed Christmas shows, news, and missed the ability pay bills using our computer. Unfortunately they are the only game in town, and they know it. I hope that at the least, my date can be pushed up. It's been a month to get installation.

At 11:30 AM on Jan. 4th, 2023 I called customer service to cancel my subscription. The young lady who worked on the cancellation was very courteous and helpful. She then transferred me to her "supervisor" (unfortunately I did not get his name). He proceeded to tell me that I must keep my subscription until the end of the month. When I told him the young lady cancelled it as of today he started to talk over me and down to me. He would not listen to a word I said. I asked to speak to his supervisor and he said there was no one over him. I asked him if he had a boss someone he reported to. He said no. I asked if he owned Optimum. He said he had shares in the company therefore yes he is the owner. He said I didn't understand what he was saying and that if I didn't pay for this month I would be reported to a collection agency and my credit will be affected. You wonder why I'm leaving Optimum.

This weekend a received a text about owing the company $585 approximately, then she typed $299

Heres the the problem and suddenlink did this before when I only had them for one month they charged me for a month and 7 sevens until they could cut off service. No one came here phsyically and service was terminated on day they said it would be. Round 2 suddenlink became optimum and I went back to them I terminated services with them october 31, 2022.

Now when I spoke to a very ruin man who asked me why I was cancelling and he said, oh I see you are going to another company and you want to keep same number. He then said the phone number would be released in two days which it was. I was told that my services would be terminated october 31, 2022 and they were because I no longer had local channels and I use roku and tv antenna. So now you are trying to stick me with another bill. I paidthe last bill in october 2022 in full which was $155+. So I had two service goinng in october but your services defintely ended on the 31st of october. I asked again if someone needed to be home and was told yes. But again no one showedup. I asked about equipment and tech in the area that day said since covid they werent taking equipement back. (fyi me and household had covid) but bottom line I paid octoberbill, I was told service would be disconnected on a certain day and they were.

I initially had service with Suddenlink why was purchased by Optimum in 2022

Oct 15 2022 I had no service when I got up that morning. I reset the modem and waited a couple of hours still no service

I called Optimum and they ran tests and after 27 minutes on the phone said they showed there was no problem. They said they could send a technician but if they found it was a problem with my equipment I would be charged for a service call. I told them I would check further at my end and call back. I checked and found nothing

October 16 2022 I called Optimum back was told they would send a technician in 4 days.

October 18 approx The technician came out and said the problem was on their lines and their maintenance would have to check it. The next day I saw the maintenance man.

October 21 I still had no internet and had not heard back from Optimum so I called them the person I talked to told me there was no problem and could not

find any problems I told them who had been out. They said they would have to send a service tech. I just told them fine. Hung up and started looking for a new internet provider. I called them and cancelled the service oct 24 2022 the last bill I paid was on oct 12 that covered Oct 24 to Nov 23. the last time I had service was oct 15. In November they sent me a bill me for 11/24/22 thru 12/23/22. Nov 29 I called them as I had already paid them for over a month that I did not have service. I was transferred to 5 different people who all told me they could not help me I just needed to pay the bill.

Television, wi-fi, and telephone not working. I have a service call in for today December 31st, with a window from 10:00 am to 8 pm, it is after 8pm, and nobody showed up or had the common human decency to call to let me know if they cannot make it. My issue started with one television having only sound, and no video. I was told to go to their store to exchange the box for another box and I was talked into increasing our internet speed which now has compounded my problem to where I currently have no television wi-fi and phone service. In the event of a medical emergency I would not be able to contact anyone for help. I have never experienced such terrible service in my 71 years. Apparently Optimum personnel do not have the decency to confront their issues by letting the customer know if they can keep the appointment or not. In my opinion, this is one of the worst companies that I have encountered. I waited ALL DAY, canceling things that I needed to do, with the end result being nobody having the common human decency to let the customer know if they cannot make the appointment, in addition to not having television and phone privileges which optimum makes sure that they bill you for every month with in my opinion their outrageous charges.

I scheduled an appointment for a technician to come to my home in Fairlawn, NJ on 12/30/2022 from 11am-2pm - and they never showed. I was informed at 1:55pm on a voicemail from an Optimum customer service rep (not the technician) that it was stated on our account that I was not home. Not only was I home the entire day, I was sitting in the living room next to a bay window waiting for someone to show up. I immediately called optimum back and the woman I spoke with said that they would but in a “come back” request - when I called back again at 4pm - and spoke to a gentleman, he said he was unable to connect to dispatch and that he would have to reschedule the appointment. I do not understand why Technician # 1611- who was scheduled to come Never called, and if they did - never left a message or a number to call back or confirm an appointment. I have no voicemails from a Technician and no one ever showed up. I was waiting all day for this person, and they didn’t have the common curtesy to show up or even leave a message. I was informed that Tech # 16111 was scheduled to come out to my home to complete this scheduled service appointment and I am highly disappointed with the lack of communication and professionalism from this technician. I would like a response from headquarters with a resolution to this problem. I don’t know why someone would claim they showed up and never attempted at all - a blatant lie. If there is a fee with this service that I had to reschedule (and by the way my mother will have to follow through on because I have to go back to work Monday - that’s why I initially scheduled the appointment for today while I was home) I want that to be completely waved as I waited all day for someone to just be a no show. I am hoping this can be resolved by corporate. Thank you Janelle

Starting on Dec 22 I called because wire was sagging into the street, a teck came out and said that the wire was electric not cable. I called electric comp and they came and said the wires were defently cable. I called optimum and after spending almost 4 hours total , I was treationed yelled at treated like a fool because I,m old. One just told me that if i have safty problem call 911!.

Of course i wond,t call 911 what if someone really needed them. the police came later and we tried to pull the wires up but they fell again over night, some one else called police who came to get me to fix it, I explained and he helped me tie off the wire. Optimum treated me like old fool and did nothing but upset me. still not fixed not inportaint for them,

I have been scheduling an installation appointment for the past week, and every time it gets canceled for whatever reason. Customer services reps don't know about anything and keep on scheduling an appointment and the next day I need to be on another 30 minute phone call to try to figure out the issue, but it only ends up by scheduling yet another appointment which gets canceled once again the next day.

The sales team have no clue what they're talking about and I have nobody to talk to that can get this solved. I am without Internet for 2 weeks already!

During the ice storm last week all of my optimum services went down. I pay for the "Bundle Service"! So far optimum has been able to restore my TV and internet service, but I have now been without a phone for 5 days. I did call by cell phone and scheduled an apointment for a tachnician to come and make this repair, but no one ever came! I called again and was told that someone would be here that same day! As of today (Dec. 25) no one has come and I depend on my phone service to operate my Life Alert system for emergency services which is furnished to me by the VA. I am a 100 % disabled veteran, totally and permanently disabled, and I am home bound! It looks like no one at optimum cares if I live or die! I need my phone to work, but as of now, I don't even have a dial tone!

I cancelled my internet service in Connecticut because of a move to Arizona. My final bill showed a credit due me. They refuse to pay it. I've written two letters and spoke to a customer service rep who assured me I would get a check in 5-7 business days from that point. I have not received the check and it has been 17 business days. Very unscrupulous company.

I have this service over a year now and although it was never working properly in the beginning I had no time to call but for the past 7-8 months its getting very annoying that I am paying for service but not getting service so we called many times and they kept prompting us to reboot the router and by doing that it would temporarily give us that service back and then 2-3 day it would do the same so about two weeks ago they have sent technicians to replace a router so they did and tech added 2 small boxes to make it work even better. So, at that point service started working at amazing speed and everyone was happy about it but not for to long because Ater 3-4 days it went back from super speed to no speed and again OfCourse the same problem rebooting and slowing down. We are paying for fast internet since the day one we have made a call today and complained again but the service rep. Mr. Wille advised us to go and buy our own router Motorola or any other brand and it would be better, so I got very upset that I am paying for optimum services but this person is advertising someone Elses product and I thought it was very unprofessional and escalated the call, but for my disappointment service manager Mr. Moaaz id#wft tried to convince me that it was misunderstanding. Then he gave me a day Monday which is 4 days of wait, again (the first time I waited a week and prior to that they gave me a runaround of months and months of wait0 so I asked him to give me a month of credit as a courtesy for my lost time and payments I have made so far and he said no. I just think its fair to give me my money back since I'm not getting nowhere with my service I'm constantly on the phone with them paying for service that I'm not getting back... And now I have to take of o work, again because they are not fixing the problem the right way...

My name is Raynard Dunn, I live in a senior citizen's building at 777 Coop City Blvd. Bronx, NYC.

I have been enrolled in a senior program that Optimums provided. The program is $14. a month for WIFI in which I qualified. I had to send in a Medicaid an Medicare cards as proof.

I was receiving a bill in the beginning of $14.then the bills stopped being mail to my address! I would have travel to the office at 174st. in the Bronx to pay a bill that is excessive! It seems that I'am being double billed.

Optimum is not the same provider it was years ago. They say that it is a pass balance, which is not true.

The 174st. office really needs better management people are leave an complaining about the service...

I moved to Bullhead City, AZ 3 months ago and signed up with Optimum for residential home fiber internet. The previous tenant in this home had it, and they recommended it.

Since the day it was installed, I've had nothing but issues. In 3 months', I've been on the phone to their customer service at least 2 - 3, sometimes 4 times a day to complain about my internet service that has gone down. I have had 7 technicians visit my home to check service. I've had 8 different routers. I've driven to the local Optimum store to swap out equipment as many as 4 times within a 24-hour period.

I've heard different reasons each time that my service has had an issue. The techs said my inside wiring was at fault. But yet, connecting their router to their equipment where it enters my home, still had the same issues. Changing the endpoint inside the home, also did not make any difference.

After asking over 15 times with customer service to speak with a supervisor, I finally said I would not hang up the phone until I spoke with a manager. They promised to correct the situation - with another tech visit to my home. I can almost guarantee you that nothing will change.

I am going to look for others in my area and continue to tell everyone about the inadequate product and service they promise to provide.