Optimum
Reviews and Complaints

I have had a horrible experience with optimum. Every month my bill is wrong and to fix it I call and get someone different every time. I get told different information. I get told the call or calls I've previously made do not exist. I've had my bill verbally fixed several times and the physical bill never reflects what I'm supposed to be paying. I cannot get any satisfaction out of talking to your customer service because my billing information is never properly updated. I need help! I cannot continue to spend hours dealing with the same problem every single billing cycle.

Hi This is Mohamed Anisur Rahman. I had a Optimum service at 4 Lewis Hollow Road, Mendham, IP phone no [protected], NJ. I sold my house and wanted disconnection / porting of my internet service. I went to the Optimum cutomer center at Route 10 Randolph. They looked into the new place that I am moving (465 Meadow Road #12107, Princeto, NJ 08540) they informed me they can not port my service as optimum has no service at that area. For disconnection of service they told me to bring the router and other tools that were provided by Optimum. They receive it on the 8th Of Aug. 2022 and they told me the service will be disconnected as the router has been returned.

But unfortunately, they billed me up to 5th of September 2022. They charged for no of days for which they did not provide service. I made several calls to customer service for retuning the money charged for services they did not provide, but until now I did not receive any money back.

Under the circumstances, I request again to pay me back the charges for which they did not provide service.

I currently use phone and Internet service with optimum. I am a business owner and I'm moving locations February 1, the current date is December 8. I called two weeks ago stating I was going to switch service February one but needed a representative to come out to the new location as it is being remodeled and we need to know where to lay cable. The sheet rock is going up and this is the time to do it. We scheduled a time for a representative to come out today, December 8 however nobody showed. My phone service went out five days ago to my business, this is causing lost business and great issues in other areas. The representative came out to my business yesterday and basically said he cannot figure out what the problem is. This is also after approximately three hours on the phone with optimum, then attempting to fix it remotely resulting in failure. I am at a loss as to what to do, this is causing my business loss. To make matters worse, they already opened a new account for my new location and plan to completely deactivate my current location. I have received multiple instructions from different people all resulting in failure.

I am needing Internet service to work from home. I applied for service online. Next day I got email stating service is not available in my area. My neighbor was told the same, but someone at Optimum figured out it is indeed available and she had it set up just a couple months ago. She is literally across my street. I emailed rep again And informed him of this. I received the same standard reply. Not available. This makes no sense. What do I need to do to have someone figure out how to fix this. This is not a new home. It is in a subdivision in town. Help.

This Customer Service agent name Ashley S. took my information to order Optimum mobile, she did not verify any information. My phone was sent to Baytown, Texas, I do not live in Baytown Texas, I explain to Ashley S. that I have Optimum Internet service, I also told Ashley S. I live in Bryan Texas. The phone was still sent to the wrong address. I spoke to 4 Different agents at Optimum mobile Sam, Kyle, Veronica and Christina and no one help me I need my refund for $34.88

Hello, I thought the acp program was to help reduce low income customers bills... Unfortunately that didn't happen to my bill... 9/8/21 bill amount before acp $143.60. Now 9/8/22 $154.77.? So, without acp my bill would be $184.77? Don't get it. Vincent randazzo...Acct# [protected].. Thanks.

Optimum insists that we pay for services in advance. Our billing cycle ends on December 10. Today, December 1st, we ended our services with Optimum and they will not give us our money back from the 2nd to the 10th, which is roughly $50 they are keeping.

They also insist we give them their equipment via mailing or going to the store. They are not paying for postage and the closest store is over 70 miles. Again, several hours of our time and/or money for them.

We believe this is an unfair practice and question if this is legal or not.

No internet services for three months for which I paid for a service that I did not receive. previously my internet services was out for more then three weeks early in the year. most recently my internet has been out for now more then three months off and on. I stayed in my house a full day waiting on one of your worker to fix my service. who arrived 3 hours late. I am requesting for a full refund as I was told by one of your customer service worker. I have not had internet services. The problem has been with the service lines. And the works should have know that. I lost very valuable time from work and vocation because of your workers not fixing the problem correctly. I am now asking for a full refund of my money that was deducted from my account by optimum. I no longer want your service. I have returned the cable box back to your store. Please give me my monies back. Thank you.

Jerry Johnson

588 Hegeman Avenue

Brooklyn, NY 11207

[protected]

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21.11.2022, 20:01, "Grace Kawolics" :

I ordered Optimum and they came out and the installer said someone made a mistake, our product does not come this far down this road. He said I will let them know and they will mail you your refund.

Aug 12, 2022

OPTIMUM 7711 CABLE PMNT [protected]

-40.00

As you can see it has been since August and no refund. I contacted them at least 4 times and each one said it takes time and of course dummy me said ok thank you. I went on line to find and email. I did find some but none of them worked.

[protected]@optimum.com ::

:

In just 6 days I will be 76 and I'm not sure about you but that buys groceries for me. Not a lot anymore but it sure helps. Please help me please

On November 9th 2022 I called and requested to cancel service with Optimum internet service, they refused to cancel service until I answered their interview questions. After going thru their required exit interview, the service was scheduled to cancel on the 14th which required a technician to disconnect at the building and I was given a prorated amount as a final bill.

I received a notice on Nov 27th that I was being charged another payment on 11/30/22. I called optimum and the representative in the billing dept informed me that service was not disconnected on the appointed day and that he had to review his cancelation policy. I asked for a supervisor and was denied.

Optimum is refusing to cancel my internet service, which is a no contract cancel any time service. this is fraudulent charge and now I am being forced to address it by filing with my bank and cancelling my card that is on file with optimum because they refuse to cancel my service.

we have the reference number and the printed label for returning the equipment.

I was a Suddenlink customer for 12 years. The service was not always great but at least it worked most of the time. One year of Optimum has shown me hoe a fair service can consistently go to horrible quickly. Half the time my service barely functions and when it does it is more consistant with dial up than broad band. All I have is internet as I cancelled the overpriced cable way back during the time with Suddenlink. Over 100 bucks a month for barely functional internet is just unacceptable. Don't attempt to call customer service. The illiterate automated system apparently barely understands basic English and you spend hours trying to navigate the system for basic assistance. Half the time it disconnects you before you ever reach a resolution. Suddenlink was bad but this is absoulutely horrid. Is there anything this company does right?

Ever since I was forced to swith to Optimum I've had nothing but trouble with their internet service. I had all kinds of issues during switch over from suddenlink to optimum, my bill was all screwed up and they cut my old service off and forced me to make a new account with them. Once I finally got my service going again, I cancelled my cable because your own installer said the boxes have all kinds of issues, and the internet keeps lagging or stopping every damn morning and at night. I run a business from home and I cannot be without reliabe internet service. Plus, I can no longer acces my account and pay my bill because for some reason, the website has blocked access to my account. I should not be paying for your top tier package when I'm getting subpar servivce. I want a refund or credit for everytime my service gets affected.

So far every morning and night the internet is interrupted or just stops and it makes no sense. I NEVER have had this issue with other providers. Being your company is my only option where I live is very frustrating because you cannot seem to figure out your own issues. Your customer service dept is a joke as I got sent to 4 different depts, and thyey all just kept sending me back and forth and I got no resolution from anyone I spoke to. Not to mention, I could not understand their english attempt. I prefer to speak to people who speak english on a regular basis. I'm not racist, but I am an american tax paying citizen who expects to be able to talk to someone from the US.

Optimum is a horrible company. Not only do they provide the poorest of service, they are unfair to customers. During Covid, I had to increase my internet speed. They wouldn’t help to set up the modem although an appointment had been made. When I wanted to down size my services, they told me it would cost more to drop phone service and lower my tv channels yet they raised my bill by 50 dollars. I needed a payment extension for 5 days and they refused to give it to me and suspended my service. Their customer service treats you like you are an idiot when you ask questions and they choose to run around the answer. I would never recommend this company to anyone. When suddenlink sold out to altice, they sold their customers out to a lousy organization that cares for no one. On a scale of 1-10, I give them a -100.

Dear Sirs,

I terminated my service with Optimum, instead of only charging for the reasonable time to stop services, I was charged for the full time of the billing period. I refuse to pay for service I was not being provided with.

Flexible Agency Inc Acct # [protected]-1

Your company place the outstanding balance with Sunrise Credit Collection, Their Acct# [protected]. An agent for Sunrise accepted payment of $220.00 on 6/9/22 based on an agreement that this amount would be acceptable to settle this account in Full. I made sure the rep. repeated this prior to and after taking the payment from me! I am now being contacted by another collection agency for the $50.14 open balance. I believe that 1. Your practice of charging to the end of the billing period is UNJUST! and 2. your agent acted in bad faith after accepting partial payment knowing it would not be accepted as payment in full to settle this account!

I can be contacted at [protected]

Optimum online service has not worked correctly since VERIZON was in the neighborhood installing fiber. I have upgraded to higher speed and a tech was out but shortly after there were issues again. I have to keep resetting my home equipment in order to get online. Eventually this will damage the equipment if not already damaged.

Optimum mobile also does not work correctly dropped calls, when trying to reach IVR I cannot press the appropriate key IE press 1 for sale 2 for service ETC. I cannot call certain numbers as it goes direct to voicemail, I have to send a text message so my son can call me back since I cannot call him when I need to. Sometimes it goes through and sometimes direct to voicemail. This has nothing to do with my son's cell phone this is optimum mobile issue.

I paid for an upgraded speed for the home internet but its worst. A traceroute shows me that it reaches my router ok but as soon as the second hop comes along it times out every time. Pings show latency traceroutes timeout. This has been going on since I switched to optimum mobile and home internet since verizon dug up the neighborhood to install their fiber.

Had an issue with stability. Have reset my modem/router every day for the last two weeks. Playing a game with friends the ping randomly gets out of hand no reason or rhyme. Called tech support on the 11-7-22 a side note they just took over for Suddenlink recently. Had them for over a year. No complaints everything ran great. I’ve noticed that the upload dips to less than 1mb at times and it isn’t consistently causing an issue but when it does which has seemed to be more often now than ever it causes a whole slew of issues gaming or streaming or just looking random stuff up. When I called I talked to a CS rep that argued with me that stability isn’t the issue had me run 4 speed tests to prove her point assured me that it’s the games fault even though no one else in my group has had issues nearing this severity and they all have optimum as well and told me I need to spend more money for a faster speed and that would solve my problems. I know just enough about how networks work to know that 150mb is more than enough to facilitate my household. I also know that ping issues are 9out of ten times a stability problem and if you’re whole group isn’t having them then more than likely it’s faulty equipment or a stability issue with your isp. I asked how to acquire a new modem and she told me that I’d have to either go to an optimum store. The nearest store is not within a reasonable distance to replace a modem I’m renting from a company. The other option was to buy my own and due to a fixed income that is not possible either. I was less than pleased with the representatives attitude especially when she was more of a sales representative than tech support, and very argumentative. I personally would like to leave her name out because every one has their bad days hopefully this was just one for her. Regardless after some back and forth I decided that the company as a whole is in denial that hey can do any wrong. It’s irritating.

On June 27th I called Optimum Mobile to cancel my service as I was switch over to Sprint that day. I spoke to an agent and was informed my number was setup to be ported out to Sprint and my service would be cancelled. Sprint had problems obtaining the number from Optimum so I just accepted a new number from them. The next month I saw I received a monthly charge from Optimum. I called them and the representative told me I would be refunded and the account would be terminated. The following month after I was billed again. I called support and spoke to a woman who said she saw what the issue was and I would be refunded and I would not be charged any longer. Once again the following month I was charged again so this time I had American Express deny any future charges from Optimum. I continued to receive emails informing me I was being charged and was up to a balance of $82.00 for service I cancelled. Once again I called Optimum support but this time I was told that my account was not called because there is a balance. It's obvious there's was a balance on there because they kept charging me after cancelling. When trying to explain this to a few representatives I spoke to they simply did not care and told me there was nothing I could do but pay it because their system doesn't allow it. Now after almost 5 months they have "suspended" my account and the balance is being sent to collections! Since being told this I've called 3 times in the past week asking to speak to a supervisor. Each time I am being told someone will get back to me. I have still not received a call. In addition to this complaint I have also filed a report with the Federal Trade Commission. I'm not sure what other avenues I can pursue but I am willing to make the time to fight this egregious business practice.

I did an online new service for optimum fibre service 500 mb. The online form said fibre was available for my new home address in piscatway, the service was supposed to be put in the day after I closed on my house. When the installer came he came with a standard coax setup. When he checked the order he said I was correct and that they changed it to coax so I sent him packing but he said the fibre is available and the poll is right in my driveway, so I made numerous calls trying to get fibre and was greated by unknowledgeable that had no clue on how to get the fibre order through so yi had to settle for basic cable hookup while I tried for over a week to get the correct people to resolve the fibre install issue which turned out to be system entry codes issue. Once a knowledgeable person fixed that issue. They sent out a installer supposedly to install fibre, once again it was a regular installer who came out to insta; a freakin extender. I had to send him packing. Once again days to get a fibre install planned. Which was supposed to be today today november 1 2022 between the hours of 10 am and 8pm. Guess what no one showed and I got no curtesy call with an explanation, I wasted a whole day again 3 days of work I missed. I called and got passed around only to be hung up on 3 times. This is the most unprofessional staff of people I have ever dealt with. I worked in it for over 30 years.

A total disgrace with a lact of respect for the end users who pay for all of optimums salaries.

Nobody has offered compensation of any kind or expedited services

Being a democratic company you have taken my civil rights by not letting FIOS show the democratic debate. You have made up my mind. I'm voting republican. Also I would never switch to Optimum you have customers without service for 6 or 7 days with no service and there wasn't even a storm. I was going to switch to you but for what you charge, at least FIOS very rarely goes off.

I have attempted to cancel my service several times since October 1, 2022, because none of the services work correctly. After more than 15 years as a customer I have been treated horribly as well and have no longer need of your services. Your internet works half the time, the cable service changes me for premium channels that I cannot use, and the telephone modem was old and outdated. On October 1st we attempted one last time to use your services by purchasing On-Demand movie Top Gun: Maverick. Your system showed that we bought it but refused to provide the movie itself. Calling into your technical support was the only decent experience we have had, but unfortunately, even the technician could not assist us. No movie night at the Stepanian household. Monday October 3rd, I called to disconnect your services and thought we had done so until I received another billing in the mail on October 13th now charging me for the premium channel we couldn’t get still and changing for the on-demand movie plus another month of services. I called again today, October 24th and the two people I spoke to - after going through your automated voice system from hell for over 20 minutes – informed me that they could not disconnect my services either. You want money first. I am not going to pay you more than $307.00 plus one week for the services we agreed to, and you can send the bill in the mail. We will return you equipment to the Kingwood office since your technician did NOT come last Friday, October21, between 8am – 9am, as was also agreed upon to pick up the telephone modem and other equipment. We have been a faithful and loyal customer to Suddenlink since we moved to Kingwood over 15 years ago and am totally disgusted by how I have been treated. Please do not call, write, email or send any correspondence outside of the final bill. Suddenlink/Optimum is not welcome at our residence.

Thank you, Donna Stepanian