Optimum
Reviews and Complaints

I have noticed in the few past months that the females (sound very young) doing the weather forecasts in the morning hours (5am-7am) have been (1) going off topic of forecasts (2) speaking to slow that they and are being cut off before forecast can be completed. This is EXTREMELY annoying. I have never seen it happen with Rich H, Alex C. I hate making this complaint since the weather has been male dominated but being an Optimum customer since it first started in the 1980s as I was just starting my first "real" job please help these women so they can be as good as Rich Hoffman and the others.

I have been lied to by several people working for mobile.For that reason i returned a brand new unused phone...Your customer service people are horrible.Im being charged for an activation fee,and i have never touched the phone...I spoke to a man named joe and he sent me the return label,and when i told him what i had been through he said he would make sure everything would be refunded as soon as the phone was returned...Another lie...I need someone that understands english...We are loosing alot in translation...Janice pacifico again im on hold for a long time to speak to a represenative...Hate this very poor servicee this is going on since i was lied to on black friday.

Account # [protected]

Upon receiving this box, I did a self-install procedure. Nothing works. Called for technical support on December 1, 2023. An appointment was made for December 6, 2023. I realize by no connection I could not even print. Upon that, I also realize I could not get online for a college course. I request an earlier appointment. ON December 2, 2023, a technical support technician informed me that I have to wait until December 6. Since I was informed what I have to do, I feel as an 18-year plus month customer this type of conversation was not appropriate, and I do not have to do anything. I am paying out of pocket for internet. I just want an earlier appointment for my online course. On 3 December, I was promised a return call at 3pm CST, no call. I just cannot believe that there was no way of receiving an earlier appointment due to a college course.

Imagine not having access to your commercial email account for over 1 month.

That's the issue.

Been in communication with Optimum service and internet reps at least 15-20 times but problem still exists.

Specifically, the problem is that subsequent to entering a valid userid, password and exercising the submit button, the system responds with the following error message:" ! We're Sorry. An error has occured."

I've used multiple browsers, devices and reset the password multiple times but the problem remains unsolved.

My 1st complaint regarding this issue has been marked resolved. IT IS NOT!

Somewhere in the code is a command to spawn the error message " ! We're sorry. An error has occurred." This error message was purposely written into the code when a specific set of circumstances exist. Determine what that criteria is, why my attempts to login meet that criteria, and develop a fix. I've successfully used this id for 4 years prior to this incident.

I have 500Mbs currently and I requested an upgrade on 24 Nov 23 to 1Ghz and optimum agent said it would happened immediately, which it did not, as a matter of fact it went down to 300Mbs and connection then dropped for an hour, Optimum showed my speed 1G and no outages, but after resetting modem several times It came back up, but still only 300Mbs. Went on Facebook to get them to reset it back to 500Mbs, but they they told be there was an outage in my area and the problem would be fixed? I said reset it back to 500Mbs, but they needed MAC address of modem? Why don't they have this data since it is their modem? Went to office in Franklin NC and I told them to cancel the upgrade, but she said she could she could not do that ? Got mad at her and said "YOUR WORTHLESS" and left. Internet outages from Optimum have been going on for over a year and they always say to reset the modem and router, but it is their problem. Why do they always want to blame the customer? Are they stupid , lazy or incompetent?

I have been dealing with the issue of being unable to access my Optimum account for almost a month now. I receive the following system response subsequent to entering my login id, password and exercising the sign In button : !We're Sorry. An error has occurred." It's not a password issue, a browser issue or device issue.

I've spoken with numerous service reps, the issue has been escalated to IT engineering, or so I'm told, but the issue remains unresolved. The last rep scheduled a service call because he believed it was hardware related. It is not as can be confirmed by the visiting technician.

My OptimumID d for the account in question is hjkrisch and it supports my email functionality. Given that I have no access to this account, my email remains unread and will remain so until access is restored.

Historically, I was a suddenlink customer when my id of "hjkrisch" was transitioned to Optimum. It served to access my email since the transition but failed to provide full web page functionality so a second OptimumID of "hjkrisch03" was created to facilitate access to account data, as the effort to make the transitioned id functional for all access points was unsuccessful. OptimumID hjkrisch03 works as intended. OptimumID hjkrisch does not!

I've been made promises, lied to and generally frustrated by well intentioned service reps that lack the skills to resolve this issue. Hoping that you can help!

On October 31, 2023, I signed up for mobile service with Optimum due to their special that was being advertised and paid two (2) $20.00 fees for connection (I kept my same mobile phone number because I already have a mobile phone with Cspire. Also, I never cancelled my phone with Cspire). On November 1, 2023, I called Optimum Mobile and requested that my mobile phone service be cancelled because I changed my mind and have been with Cspire for over 20 years was satisfied with their service. The representative that I spoke with got my information and said that the service will be cancelled; however, on November 14, 2023, I noticed a debit on my checking account in the amount of $46.90 which is the monthly fee for the service. I immediately contact Optimum and advised that I had cancelled this service the very next day after I signed up for it. They indicated that they didn't have a record of it in their system and would cancel it on Nov. 15th. I advised that I called the following day after signing up to cancel it. They kept telling me that the phone service was not cancelled. Keep in mind, I called the very next day after signing up and requested that it be cancelled. They didn't even have a record of it. I spoke with at least three (3) representatives. Finally, on November 15, 2023, a ticket was put in regarding my request for a refund for the monthly fee of $46.90. I got this response via email:

"We are following up on a refund request. After careful consideration, it has been determined that a refund is not warranted. We are unable to provide refunds for service that was provided and not used.

We sincerely apologize for any inconvenience."

I never used their mobile service because I never cancelled my service with Cspire. I am using the same telephone number. I have been with Optimum Cable service for over 20 years and have never experience this type of fraudulent behavior. When you contact a company to cancel service and they don't do it on their end, I consider that negligence and fraudulent behavior. I am being penalized. I guess they are working off of commission or something and didn't want to cancel service when I requested it on November 1st. I am highly disappointed and will be informing the Better Business Bureau and cancelling all services with this company.

Weeks ago, I contacted your company by phone to inquire about any programs that you may have that would lower my monthly bill. I was told that I already had all the discounts that were available. So I asked, what if I canceled the internet & home phone service. What would just the TV service cost me. I was told that, If I did do that, that my monthly charges would be around $66.00 dollars. So as of today, I called your company to cancel these two services. I was kept on the phone for more than 60 minutes. while they tried to get me to not cancel anything. I was offered lower costs for everything. Why the hell did they not offer that to me when I originally called in. ITs too late now, I already went with another company for internet service. And now I am being told that my TV service will cost me over $200. I complained and they put me on hold, came back and offered a lower price. This happened several times. My last conversation, I was told that it would cost me $166 per month, but that they would give me a $45 discount for 3 months. well, I do not believe this is true, since the first email I received today said my new bill would be $ 199 per month. what the hell is going on with this company. I have been with you for many years. and do not appreciate the way I felt I was treated today. It was important for me to say with Optimum, because my wife is a retired cancer patient, and it's too hard for her to surf apps to find the channels she watches daily. I would like to know now what is the bottom line that I must pay to have your TV service in my home.

Lost internet connection on Friday Mid afternoon 10/27 and called and let them know that i lost internet connection, had been working fine all morning. Told them that there was a construction crew down the street installing cabling in the neighborhood and when they started digging i lost the connection. Optimum stated that there was no outages in my area and to give it till the end of the day to see if the service would come back. Later that evening still no service, reached out to Company again had me go through there troubleshooting procedures again after i had done them a dozen times already. Representative stated they couldnt communicate with my modem. I re-iterated again about the construction and they told me there was not outage in my area again and would schedule a service technician to look into on Wednesday 11/1. Technician arrives on scheduled day , takes fifteen minutes to diagnose issue and to find that the construction crew cut the cabling installing cabling. What makes me mad is that they could of sent a crew to investigate issue when i told them instead of waiting 5 days of no service. After it was fixed did not receive no credits or notification of the fix. I had to call to get my credits. Bad Customer Service.

it is impossible to get service from Optimum. Your automated service is terrible and very difficult to find a human from your service center that can speak English fluently. Once I find a person it is always the same solution. Did you reset your modem? They want the MAC address from their modem then everything looks good on our end and then they want to send out a technician and then they say the line is Ok. I had no internet access problem twice and I had to fix it myself by replacing the modem. Why do your employees don't know how to fix a problem? Is it because they are lazy, or not properly trained for customer support, or they don't care. I think Optimum Management needs to fix the problem, since they have hundreds of complaints. Meanwhile I am looking for a reliable internet service. Morris Broadband was never this bad.

I realized the search feature on my cable box no longer works. My husband called Optimum who said our samsong box no longer offer the search feature.. We made an appointment to have the tech install a different box - 2 - 4 on friday. Tech didn't show so we called and were told they would be here within a half an hour. Well that never happened, so we kept calling every half hour and were given different times each time we called. Finally at 8:00 we called again and was told the appointment was cancelled due to bad weather. There was no bad weather in Jersey that day, just a little rain. At 11:00pm, my service was shut off due to non payment of bill. At approxamately 11:20 we contacted Optimum again and told them our bill was up to date. We were then told that it was because of the new cable box that was installed today and we didn't pay for it. We told them the tech never showed and we didn't get the new box. Today a tech showed up with the same brand. We asked him to call the office to get someone down here with a correct box. He refused to call and left.

It’s been a nightmare - started transferring 3 mobile lines from ATT to Optimum on Saturday. Spent hours in the store Saturday afternoon and returned in the evening when the associate said everything was ready! Well it wasn’t - when we arrived home we realized only one phone ported in and then the store was closed.

Spent hours on the phone with an optimum agents Sunday morning and finally got the second phone ported in. Despite another trip to the store Monday afternoon the third phone is still not ported in! Today is Tuesday and the issue is still not resolved.

Agent yesterday said they have launched an investigation- totally ridiculous- I told the agent the problem was created by the associate at your store and explained simply what the problem is. Should not be this difficult and certainly should not be without phones for days because of an error on optimum part. Certainly have no idea how an “investigation “ helps me! Absolutely horrible experience

Totally disappointed, annoyed n frustrated with this situation. No one claims responsibility but I know who is at fault!

Who can I contact? Everyone is passing the problem from one to another!

An employee of your company by the name of Vick Rashad in the Conroe Texas sales district sold us on 1 gig internet service for $50 and guaranteed never to go up and all channels Optimum has, 15 programs recording at one time, 100+ hrs of recording and service in all 4 rooms for $205+ tax for everything as long as we keep Optimum service.

We did not get any of these things. We can only watch in one room and only record 24hrs of programing. I have called Vick multiple times and texted him with no response, his mailbox is always full, if he responds after days of waiting, he says he is in the office and will call or he is in a meeting and will call but he never does. Finally customer service called us and we explained what was going on and they said they took care of it and we would get what we were promised only to find out that they changed all the credits and packages to that in one year our prices will definitely go up to over $300. Along with this issue, the internet has dropped to less that 90 megabits per sec and we are supposed to have 1 gig.

We had a fire and moved to a rental property Went to store on 10/4. They said as a “new” subacriber I can only get fiber and that my address did not exist. Technician comes and say he cannot install Fiber. I finally get coaxial after 5 technicians come. I cannot get more TVs hooked up since the apple tv set ups are not working. I ordered wifi extenders and they are not working either. 6 weeks and still only 1 TV has Optimum

I called in September 12, 2023 to request cancellation of my service and gather information as to where I needed to return the equipment we had. The agent I spoke to was very disrepectful and insisting that I provide information regarding the plan my new provided was offering and the cost of my new service. I repeatedly stated that was not his concern or business and was consistently disputed with staying with your service. After some time it reached a point where I stated again (after several times already) that I just needed to notify your company that I needed my service discontinued and I would be returning the equipment. I also told the agent that I was not going to continue discussing the matter and the result was that I hung up on the agent due to the agent continuing to dispute the matter. I returned the equipment to the nearest iptimum store on Sept. 15th. I am now receiving a bill for 10/15-11/15. When I called today it appears my request was never processed and I am being told the effective date is now 10/20 and I will have to pay the partial bill for a service that was already suppose to be cancelled and I am being penalized due to an agent not doing there job. Furthermore, the agent who helped me today was very helpful and by no fault of her own was required to ask some of the same questions regarding my new service in order to be able to process my cancellation request. I feel this is completely unprofessional to ask information that is not the business of your company as to who I choose to have service with and how much I pay. If I choose to take my business elsewhere I should not be questioned as to the details of my decision unless I freely provide this information.

Many over 1/3 of the channels are unwatchable. There is so much buffering that you can not understand anything. This has been for the past 3 years. Yes I said 3 years. Now all of a sudden, the people at the Optimum store say that they know there is a problem, but they put the blame on the local networks. Nothing but BULL, The buffering is an my more channels than just the local channels. It is your [protected] tech support number is of ZERO help. If you are undale to fix your service, maybe its time for legal action.

Just so that you can look my account, the phone number is: [protected], do not attempt to call me, as I will not answer unknown numbers.

2 weeks back I ordered to add TV to my acc. In the call, told about promotion that I can get higher speed internet. This required to replace modem.I received the modem. I tried to setup and did not work. Chat support told after an hour that there system is down and try later. I tried today and technician visit scheduled after failure and charging $20/month for something of not my fault.

Bad internet connection for months but it got really bad in September. 3 missed tech appointments.

Schedule appointment 9-27-23. Tech no call, I had to chase down optimum to find out he will be 6 hours late. Issue was not resolved after tech left. Tech replaces coax splitter on the side of the house. Tested the speed, left and 20 minutes later my internet went down for 4 hours. Tech was no call and 6 hours late. I called optimum and filed a complaint.

Scheduled appointment 9-29-23 No call, no show. I called optimum and filed a complaint.

Scheduled install 9-30-23 tech no call. I had to chase down optimum to find out tech rescheduled to arrive 6 hours late again. I've had enough and I'm waiting for the tech as I type this. Optimum is very unprofessional. It's amazing they are even still in business. I called Optimum again and filed a complaint.

I had sent in a paper to change the account from my fathers name to mine. He died in april 19th 1992. His name was Jay F Hollyfield. My name is Don M Hollyfield. I have been paying the bill for over 10 years. We have been with you for 32 years. I am just trying to save some money because I am on a fixed income and You told me about this ACP program. I got an ID from the gov. but cannot seem to get the name changed on the account. The ID has now expired. I talked with a girl I think Angela? VERY RUDE and am getting no help with this. Please help me if possible. Thank You Don Hollyfield

Account Jay F Hollyfield

538 20th st

Dunbar WV 25064

3957

[protected]

I ordered fiber. This install was set for 9/30/23. On 9/26/23 my television went out and started blinking check coaxial. I tried to contact optimum of course it happened at 7:54 at night therefore, no sales service only technical support was available. The fact that their customer service and most of their phone contacts are in India bothers me more than anything because like most companies, they don’t realize that offshore was outlawed in 1989 to allow for American jobs. It falls under the American jobs act. back to my issue they shut it off. I have been on the phone multiple times, including midnight got called home from work because I have a disabled child who can only sleep with her television on. We lost everything and could not connect to television. Yesterday, September 27 at 5 PM I had an installation or repair man come to my home. We thought that because they shut off and sent signals to my box at the box went bad . He replaced all coax off connections. He then had to call for help now I have two strange men in my home again with my child who has anxiety and PTSD against men. At this point I have now lost a day and a half of work. They called their supervisor no answer. They went home for the day at 9 o’clock at night. These two men gave up and left leaving me with still no service. At this point I need to be compensated for my funds lost in my job I make $400 an hour. I can prove this . My child has had nothing but anxiety. It has had offered PTSD. We have had absolutely no sleep. I am overtired. I am aggravated. I wish to sue. I have asked for the legal service department I have asked for the executive office I have asked for on shore communication. I am getting the runaround I have been hung up on I’ve been lied to, and I am at my wits end at this point my suit is for $40,000, which may cover the child’s issues my loss of work as I still do not have television. Apparently what they did was they set up for the fiber therefore the previous account that was coaxial cannot be turned on. I don’t care who did it? I did not ask for service to be interrupted , the bill is not owed this is cause nothing but aggravation hard ache no sleep irritation and time loss from work. At this point I want an executive to call me I would love to settle out of court for $40,000. Any other timeframe from this point on I will be adding $400 per hour For their mistake. I’m tired of being on hold. I’m tired of automated messages. I’m tired of the executives hiding someone in this company needs to figure out how to fix the issues that they cause I didn’t turn off my system they did. I need to get in touch with the investors. I need to post things for the investors. I need to let the investors know what they were investing in , unfortunately they hide all of this information. I would appreciate assistance. Obviously, I need the funds to take care of my child and because of loss of work I would expect that they would give me free service for the inconvenience the mistake their issue me having to talk to offshore Through the gentleman were very nice they spent about 3 1/2 hours trying to fix my television. My television is not fixable. I cannot wait till September 30 to have the service turned back on. I spoke to one customer service rep who told me that she canceled my appointment and turned back on the previous service obviously that didn’t happen , you can use this as an example but I will not stop until I am paid in full at the time of reinstallation. I can only imagine what they’re going to owe me any and all help is appreciated. I need my funds. I need my money I need my child to be taken care of correctly. I need her to be able to sleep comfortably. I need her to be able to do schoolwork online , whoever did this has now caused major major issues, and I still don’t have television or services