Optimum
Reviews and Complaints

October 24, 2022

Michelle Ertle

2404 Cherry Street

Manasquan, New Jersey 08736

Mobile Number: [protected]

Home Number: [protected]

Pin: 1207

To whom it may concern:

I am writing your company to advise of our extreme displeasure with the handling of our account. We have been Optimum customers for well over 20 years and the experience that we had over this past weekend was nothing short of unprofessional and ridiculous.

It all began at 7:00 a.m. on Saturday morning, October 22, 2022, when our cable box read “brick mode”. I called your company and after being on the phone for approximately 2 ½ hours, was told a technician was going to come to our home between 11 and 2 on the same date. The technician arrived at 1:00 and immediately knew that our service had been disconnected. He contacted the office and advised to have same reactivated. He told us that our service would be reconnected anywhere between 10 minutes and three hours, which quite frankly is ridiculous, if you can turn it off by the click of a button, surely you should be able to reconnect it that quickly.

Upon arriving at home around 6p.m., we still had no service. Another three hours on the phone, three ticket numbers later, a hot move ticket, we again were told that the department needed to reconnect was gone for the day, and that it would be reconnected the following day and that the representative would call me at 10:00 am when he arrived at work. Thankfully he did call me, was on the phone with him and technical support for another 2 ½ hours, again to be told that we would have the service reconnected in 1 to 2 hours.

Upon that not happening, I again contacted your company, and for the first and only time, was advised that our request for disconnection on October 31, 2022, was received and because our billing cycle ended on October 21, 2022, our service was disconnected. Not one individual advised my husband when he contacted your company to request the disconnection due to our moving, was he advised of this. Surely, we would not want to be in our home for 10 days without cable. I then was advised that in order to reconnect the service, I would have to pay the sum of $361.59, which obviously we did, for 10 days of service.

Your company professes to be the best, yet clearly you are not.

We have been customers of this service for several years and within the last year and a half we noticed that several channels we subscribe to started going out for long periods of time. I reached out to customer service and sent several techniicians out to try to fix the problem without success. I then ask them to admit that they can't fix the problem and charge us accordingly. I was told that I could hold off paying the bill until they figure this out. on September 26 of this year, they cut off our service without notice. I think this is shameful.

On 3 October 2022 a technician showed up without the proper equipment to install cable and internet. We told him to leave, before anything was done. No equipment was installed and no service was initiated, nothing was done by them. On 11 October, we received a bill for $149. We contacted Optimum and was assured they would correct the bill to $0.00 by some rep named Justin. Then, on 17 October, we received a bill for $86. We tried to reach anyone to help fix the issue. We got the runaround and was hung up on several times. This is the worst company we've ever dealt with. We will not send them a single penny, since we have zero equipment from them, and no services were ever initiated, ever! I wish enough people would cancel their services and send them into bankruptcy where they belong, out of business.

I have been living my home since June 2022, and still cannot understand why is that my house is the only one that don't have service. The neighbors who moved in after I did have services, and the ones before I moved in have services. All I get is that they cannot do anything to provide service to me until December. Yeah, well I guess we'll see what happens there.

I have been having severe problems with my e-mail accounts. The display of my incoming e-mails are nearly impossible to access and when I do I cannot open them. The flash screen messages are either "An Error Has Occurred" and I have to cancel the session, or that I must "Wait for E-Mails to Finish Loading" with the "gear" rotating on the screen.

When I finally open an e-mail and try to trash it, I get a second identical e-mail at the bottom of the e-mail listing. When I finally achieve trashing both versions of that e-mail, a blank line appears at the bottom of my e-mail listing.

These problems have been going on for over a month. I finally called Optimum last week and the Tech help was useless. They could not understand the problem and were not able to solve it. I have been passed around your tech shop for days to no avail. This last representative (I use that term very loosely), did not even speak my language with any clarity. To add insult to injury, he tried to BS me with dumb reasons why I was having these problems. Your tech group are totally incompetent. Heretofore, I have been very satisfied with your company. No more.

Have someone who knows your software and who can understand the English language as spoke on Long Island contact me to resolve this problem,

Before I take it to Local and State authorities.

Thank you, Dr. RJ Porcelli.

No cable service most of time. Contacted service on Sept 3, 2022, no service on 2 channels, after reboot, cable out completely. Replaced box on Sept 6, 2022 at store, worked 3 days and quit. Called service on Sept 13, 2002 for tech sevice on Sept 16th. Tech could not repair, could not stableize ladder on pole. Advise me another tech with equipment would have to repair as issue was at the pole, someone would call me. NO call so on Sept 20, called and was advised it had not been scheduled for repair and Sept 23rd a tech would come back to home. He could not stablelize ladder either but he did replace box again and splitter.

He did manage to get a picture after much ado, but advised I still had a issue at the pole, a "range" issue and a truck with bucket would have to repair and most likely, 30 days away. The box quit working 15 minutes after he left. I called service and advised and was assured it would be addressed. I called on Sept 27 and was advised it was noted as "repaired" and DID reschedule tech for Oct 11, 2022. I have NO cable at "Big Box" and 3 to 4 channels at the "small box" that "comes and goes"

I called in as a new customer and was quoted for internet and cable I was supposed to be getting it for $80 a month that's what I was quoted by one of the representatives I got my bill my bill was three times the amount almost $300 and I called in to get it resolved no resolved issue and I got hung up on poor customer service disrespectful the technician was a poor job of installing and I would like to have something done about my bill and everything because if I was quoted one thing I can't be charged another it is 3:00 on Tuesday October 4th

Optimum tech lied about me missing appointment and the company is trying to charge me 80 dollars for missed appointment. THIS IS THE WORSE COMPANY I HAVER DELT WITH IN MY ENTIRE LIFE DO WALK AWAY FROM OPTIMUM, RUN AS FAST AS CAN.

THE TECH CALLED AND I WAS NOT HOME AND SAID I WILL BE HOME IN HALF HOUR, NEVER HEARD BACK FROM ANYONE AS USUAL THEN COMPANY TRYING TO CHARGE ME, BUNCH OF LIARS AND THEY BEEN TO MY HOUSE FOUR TIMES TO FIX MY CABLE, BECAUSE THEY DON'T KNOW HOW TO FIX THEIR OWN EQUIPMENT.

We are selling my deceased parents home that has Optimum. Called to cancel service as of closing date on home. I was told that I missed the bill cycle cutoff date by 1 day so I now have to pay for an entire month that no one is using service b/c they "don't prorate". I called several weeks ago to ask how to cancel service so that when I was ready, I would know what to do. They never mentioned to make sure I called by a certain date or I would be charged for an entire month. Service rep xferred me to billing to discuss further. Billing told me same thing. When I asked to speak to someone who I could discuss this further with, she put me on hold to "work on it" and never came back to the phone. This is not a "Karen" situation. This is just wrong to charge a customer for an entire month of service they are not using.

I would like to say that I have been a loyal Suddenlink customer for years. I loved the internet and have had no problem as I would have suspected the same for Optimum. On August 6, 2022, the technician called in sick for my move service. I rescheduled for August 13. The technician was there for maybe 10 minutes. He told me to call technical support, which I did multiple times, hours a day spent when finally I told them I just could not do this. I was supposed to get a phone call back and never did. I needed internet. I thought it was all handled. I go and turn my equipment in and ask if there is anything else they needed or I needed, they said no. I get an autodraft yesterday for billing from August 15 - October 15! I have not had the internet 1 day at my new house. I switched to T-Mobile August 20 after finally deciding that I just could not wait on another technician because I had no days off and would not be home. We needed the internet starting August 6. I am not 1 to complain and I never actually do, I let things go but I was frustrated from day 1 then to get charged and overdraft my billing account is just another story. I stayed on the phone for an hour today.

When I wanted to get rid of cable & just get 1 GIG internet.. They promised the moon insisted I could save money. I said NO., 3 times. Never got $100 visa card they promised.

They also promised internet plan has no Tax or Fees. they will be charging me $64.99 plus TAX. Complaining to customer service was useless. NEW CHARGE

$74.00 with tax.

I had Cable, internet, & phone until (Sept 13, 22} They are billing me $56.00 on

Oct. 7th. Did not get reimbursed for 3 weeks without full cable. they just reimbursed $20. NOT FAIR.

Please blacklist the old email address [protected]@optonline.net was used on March 6th, 2018 - we've tired for last several months to get account cancelled by Patreon. On June 23, Citibank initiated investigation. It was not handled properly. It will be reopened. I will also reach out to NY State Attorney General to ask for assistance to insure this email is not used again.

It has been used to create a fraudulent account on Patreon that has resulted in credit card fraude against my wife, Please reply to [protected]@gmail.com with confirmation that this email address is eliminated/locked down by your service.

thank you,

Scott Hennelly

Got charged for a month not having a service and have returned all of my equipment prior to new billing cycle. Dealing with optimum customer service is a waist of time and nonetheless none if customer service cares even supervisor very poor answer and not willing to help.

Not sure why is so difficult for someone fo fix a problem that they created.

Again I have canceled my service August 31 ,returned all the equipment at the optimum store ,confirmed with them and retention department that I'm all settled and got a bill 5 day later September 5 that I owe for September even that I have canceled service.Not mentioned here the fact that they did services on my account under someone else's name ,basically done changes with out my permission or knowledge.

It's a big company and is sad that is not able to resolve issues started by them .

On Sunday 9/11/22 through Wednesday 9/14/22, we coild not connect to our emails. Called optimum to find out cause. They were unable to let us know what was causing this. (We still had internet service.) We brought our laptop to our computer specialist see if it was a problem on our end and was told the problem was with optimum. (we had to pay $69 for this service call. ) Called optimum numerous times regarding this concern and finally a representative stated there was an "outage".

Because it was a problem on your end, will we be able to receive a deduction on our next month cable bill? Needless to say, we are disapointed that it took all this time to repair it. Hopefully, this problem has been resolved.

I initially visited optimum office was told that for + $10 us/month I will get

a faster internet modem >all I had to do call cs >On calling cs the tech was very polite try to help but couldn’t get the VoIP to work. I ask him to provision me back on the old modem since by keeping the new modem I will have no land line and I scheduled an appointment for a tech come in. That was today = no show 9 12

I called cs and ask to speak w a supervisor > I was told that they have to call\me back. They did and as the original agents stated they couldn’t give me and update or status or get a story. Basically, polite with no resolution . Two hours later and = No show and I looked on line and the appointment are still on

Meanwhile my wife stayed hostage at the home> She certainly is upset since she was prevented from going out in that time frame The appointment supposed to be 2-6 The agent whatever his name is told me that now was changed to theWhole day “ without notifying be e mail text phone Again No show > guess my time and my wifes is not worth a dime to optimum

Moving day, simply moving service from one address to another, ha ha, yeah right as simple as digesting concrete. Waited from 2 for installation tech to arrive by 5. At about 4 I get a call the tech will arrive shortly. He shows up at 5:40. He tells me he can only install the new service by running a cable across the front of my house and drill a hole in the center of the house to put the cable through, mind you there is an existing cable already in place, so even if a new cable is needed, I don't see why it just can't be run through the same hole (the supervisor didn't see why either, more about the supervisor later), or the tech gave me the option of paying an electrician to run the new cable the way it was already run. So out of the frustration, I told him to just run it across the front. So now the tech starts his job, 3 minutes later he tells me he can't do the installation at all because his ladder is too short and a bucket truck will be needed and I will be contacted for a new appointment in 2 or 3 or more days. So I call customer service to get this mess resolved, the first person had to refer me to her supervisor (the one from before) he said he couldn't understand why my installation couldn't have been done, he was going to make some inquiries and call me back, so I waited, and waited, then waited some more. Over 2 hours go by, so I called customer service yet again,and again I go through the whole story for the 3rd time, this person sends me to something called escalation team. Now I tell the story a 4th time, again I get the I don't know why this happened and I'll get you a new appointment, my reply was tomorrow after 12, he claimed they had nothing tomorrow maybe Wednesday or Thursday, now I'm irate (who wouldn't be) and I'm getting the "I know how you feel, I'm a consumer too" routine from someone that gets cable for free and can get an installation anytime they want. Now this one is going to call me back as soon as he gets an appointment scheduled for me (not holding my breath). Now it's after 10 when I get a call from Mr appointment maker telling me that he can't get ahold of anyone to confirm an appointment. At this point I ask him to transfer me to whoever he answers to... The response: they don't take calls, well just what do they do if they don't take calls to resolve a problem their subordinates are unable to? So I completely wasted 9 hours of my time and no one can do anything to resolve the situation they caused.

My internet is down completely because the fiber was disconnected. I called Optimum last week and had an appointment scheduled for Thursday between 5-8 pm. No body ever showed up and they claimed I was not at home. I was at home the entire time nobody ever came. I called in to explain and after speaking to a supervisor I was promised a technician on Monday 9/5 between 5-8 PM. The supervisor assured me they show up and added an escalation to the appointment. Again nobody showed up and they again claimed I wasn’t home. I was home the entire time waiting for the technician. Both times no technician ever showed up and they charged me $80 for a missed appointment. How can I get a technician to actually show up. Internet has been down for over a week.

On 9/3.2022 after deciding by company, they need to install new updated cable line. The three men crew came and installed new line from pole to home. They were instructed to have all cable working. They told the Hinson family it would reboot itself and come on. The phone and cable will not work. This was called in on 9/3/2022 about this issue, The company told them it would be six weeks before they could come back. This family is in their 90s , They need their phone all the time. Do we need to call the better business bureau or Attorney general office to get help. we need help now. 252/637/9762

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I've attempted to register my ACP acceptance with the company, first I got an email informing me I am not eligible because I have another account with the service which I'm receiving the benefit , ( untrue) when I attempted to call and straighten out the error I'm put on perpetual hold a messege telling me my wait time is 3 hours 51 minutes. keeps replaying while it blast loud music in my ear. i also spoke with a rep who informed me of at least one phone number not my own.

I changed my mind about Optimum's service because of the echo that is heard when talking on phones. I req'd to return the 2 phones, but Optimum unable to generate a RMA and shipping label. Supposedly, they were experiencing system problems. and unable to generate a return label and RMA, so the Escalations department issued a ticket number [protected], still not resolved. This whole process started 8/6/2022.