Optimum
Reviews and Complaints

What I do not like is when the taxes and fees are not included with the price quote when selling a service. As a new customer I feel like I have been ripped off. This happened in the last month when I switched from fios to optimum. Now I am paying more for the same or somewhat less service. The DVR with limited storage and no time display. No chance for a customized channel selections vs standard unneeded expensive packages you offer. Your mobile service was a bust that I had to cancel in one week because all I ever got at home was NO SERVICE. I had to pay a non refundable charge for something that did not work. That was a nice rip. It would have been nice if service at my home was checked if available when selling the service. All in all I am not happy with optimum and by the way it seems your internet virtual assistant does not work well at.
John Ianni, [protected]

I have been without internet for almost 2 weeks and the first tech didn't ring the door bell (choice of 2... Bottom or top) called me instead and I couldn't answer my phone at work. I called him back to have him say that he left and I called optimum and they sent an other tech out... Well he came after 3pm and said i'm sorry but I only do fiber not coax and called his super to let him know that they need to send someone who does coax. I called optimum again at 6:20 and the service guy said he cant call dispatch to check on my call but it is still open and a tech will be there before 8:30... At 8 I called back and the service guy said the job was canceled at 6:30. I never canceled the order but your tech 16908 out of newark did cancel it.

I have used Optimum online email for years and was very happy with it. Recently they forced an update on me with no notification. My email was down for a day because support didn't seem to be aware of the change and that my old password did not confirm to the new standards. Help from support has been very disappointing.

Once the password issue was resolved and I could get into my email, things when down hill from there. The help button does not work. Support waisted my time having me clear cookies and such even though I made it clear the issue occurred wish different browsers on different computers.

My contact groups were gone and instead of being able to open a previously sent email performing a quick copy an paste, I had to add the contacts one by one. Once I finished that, I realized the groups were useless. I can not send an email to a group. Instead I need to add the recipients one at a time. Wow, I haven't had to do that since 1989!

You can no longer select more than a few items in a list easily. This is an issue with all lists including emails, contacts, etc. Let's say you wish to delete 100 emails. Instead of being able to easily highlight the 100 and deleting, you now need to select in small groups and perform several steps.

For me, this makes the email almost unusable. I can't believe how badly this was rolled out or how poorly it works.

Unused cable wires, which were requested to be removed in April of 2018 were pulled down by cement mixer . Tech took photos of wires in street not at the wires that are lying across front porch and doorway. Tech claims he knocked on door and no one was home, when in fact I walk out to driveway and he said I'm sorry for parking in driveway and left closing call. Wire pulled electrical service over dropping electrical wires lower. Waited all day for repair no one ever showed up. Police report filed.

For several weeks i have been attempting to resolve emails being bounced back to senders. Now i don't get email at all.
I have called Optimum support. Each time they tell me they are escalating.
I still don't get emails. I would like to talk to escalating department directly.
I would like this issue resolved.

[protected]@optonline.net
[protected]

I am unemployed and I called Optimum to find out how I can lower my bill.
They told me to return boxes. I returned 2 boxes and my bill went up higher then it was before I return the boxes. They gave me false information and I have been calling for months to get this resolved and there is no one to help. I also have no WIFI now. They are such a terrible company.
Who do I talk to to get this resolved.
Thank you very much
Candi Dileo

I called and told them I could not afford the bill and I have to lower it. They told me the only way is to get rid of some boxes. I brought 2 boxes back to the store (after waiting in line for an hour) and they told me it would be 22.00 cheaper each month. When I got home I had no of my services. DVR, Sport etc.
Plus we have no WIFI. I will sometimes come for a few minutes. So I called and said I did not change any of my services. We lost all the show we recorded. They added everything back on and now my bill is more. They said since I brought back boxes, I changed my services. This is such a racket. Im shocked.
I have not been paying the full bill because 1. they lied to me. 2. I cant afford it and 3. I have no WIFI.
Can this be resolved. Im 68 years old and Im not working.
Pleases.
Thank you
Candi Dileo
[protected]@gmail.com
[protected]

Today, 10/19/2021, we had scheduled an Optimum technician to come to our home in order to add a cable box to two of our bedrooms. The technician's name was Dewey, TECH#: 21913. When he arrived, he started yelling and complaining that the job will take too much time and that he had other jobs that he had to get to. One of the rooms did not have a TV in it yet so he complained about that. He said he needed a TV in the room in order to do the job. Immediately my wife went out and bought a TV for that room. My wife returned before he had completed the connection for the first of the two rooms. He complained about the furniture we had in the room and that it should have been moved before he came. We told him that we did not know what furniture we had to move, but immediately moved the furniture that he wanted moved. He told us that he would not do the connection in the other room because he had other customers to get to. I would have thought that the people who we scheduled this with would have scheduled enough time for him to complete the connection in the two rooms. When we had the initial set up for the TV, Phone and Internet, the technician that arrived that time was fast and extremely friendly. He did not complain at us at all. I want an apology from Optimum and specifically from Dewey, TECH#: 21913 for the way he treated my wife. He was unprofessional and extremely rude. I want a technician to come to our home this week and complete the job that I scheduled. Dewey, TECH#: 21913 only added the cable box connection to one of the two rooms that I scheduled him for. I want the connection completed in the other room. I definitely do not want Dewey, Tech# 21913 to be the person to return to do this job. One more thing, I do not want to be charged anything additional for completing this job.

A month ago, I called to get tv services in addition to internet AND to have my monthly bill adjusted for same. The installer came out and we discovered that they could not add tv without running cables allover the apt. My landlord will not allow this. SOOOOOO,,, I called again and talked with cust svc and (after an hour on the phone) we brought the monthly bill from $75/mo to $44.48/mo. this included bringing the 300 down to 200 and set up autopay. The next bill was 44.48. This month I get a bill for 55$! so I called cust svc... went thru this explanation again and the rep said he found the reason and had restored to 10 discount and would adjust the kill down to 44.48 with is scheduled to be taken out on 10/22. I went to my account on line yesterday (10/12) and saw NO change, So I called. The rep (Jonnie?) had a very heavy accent that was extremely difficult to understand. He said no change was made and it was correct as is. I asked for a supervisor and was told she would call me back. This never happened. I might call one more time... but I think I may just wait and pay the 10/extra a moth the take them to small claims cout at the end of the year where they will have to hire an attorney. These folks are the absolute worst and if they didnt have a monopoly in towns, they would not last 5 minutes.

I could not afford my bill. I am 68 years old and not working. I called and the person from optimum told me the only way I can lower my bill is to bring back boxes. So I returned 2 boxes after standing in line for 45 minutes.
I have been talking to these idiots for months and my bill is now higher because they said since I returned boxes so my services is changed. I did not agree to any changes except to return boxes and have my bill reduced by 22.00 a month. I need this resolved ASAP. I DO NOT have t his kind of money. Our WiFi doesnt work, our DVR doesn't always tape. Its ridiculous. Please have someone call me ASAP. Someone in the US that has authority.
Thank you very much
Richard and Candi Dileo
[protected]

Today I've called to disconnect my cable TV service. I am out of a job, and I can't afford it anymore. When I spoke with the representative and told him I wanted to disconnect. He tried to persuade me to continue with the service. I've asked him to stop convince me, and he got nasty; he went to disconnect the service and asked me to wait.
He came back, and he didn't even tell me what I should do with the equipment. He could say, my options were either dropping off or mail it. He told me where to drop off, but he talked too fast; I couldn't understand what he said. I asked him to repeat.
I've told him he was nasty; there's no reason for that. When I asked to talk to his supervisor, he said he couldn't transfer me to his supervisor. I asked about his credentials, and he gave me his first name and rep Id number or code.
Name is Leslie, rep # 4C6
He didn't have to be nasty about it.
It happens on 09/20/21, I've called around 11:48 am and I waited 26 minutes.

Ever since Altice purchased Cablevision they have been practicing shady billing practices. Lets say I am paying for a package that costs $150 a month. Instead of billing $150/ month to the account tied to the automated billing they will bill $110 x 2 one month, for a total of $220. Then the next month they will bill $40 x 2, making it difficult to keep track of monthly expenses and knowing what we are really being billed... especially for elderly people (I am trying to manage this for my 81 year old father).

In the past year I have switched from traditional optimum packages to their Altice One fiber packages. I was hoping things would have gotten straightened out with the billing, as I have complained to support numerous times about their billing practices and wanting to only see one bill from them per month. The unhelpful customer support does not comprehend what I want, or just ignores it and explains my total monthly bill as if it weren't be billed in pieces.

Now that we are switched to fiber, we don't have any coax going to the house - they removed it. But I just looked at my bill and see they are still charging me $2.50 a month for a cablecard that we don't have, and wouldn't even function if we did.

There's no point in being further frustrated by trying to deal with their poor customer support. So my options are to complain online, cancel all their services, or high a lawyer because I feel they are purposely trying to be deceptive with their billing practices.

The only way to get a competent human from their support is to ask to cancel your services so you get sent to the retention folks who will try to persuade you to stay and make deals with you. I just want 1 bill per month, and I shouldn't have to jump through these hoops to try to speak with an intelligent person, not should I have to waste hours to time on the phone.

We have had an issue for the last three weeks that began when I called to set up an online account for my mother-in-law. The representative said it would be no problem to take her existing id from my own account and put it on hers. While doing this, he transferred all three of the ids and wiped out my online account. My husband and I lost our email accounts. After 3 hours and 4 representatives, and being disconnected twice, we were finally connected to a representative that got our accounts restored. When trying to get our ids and online account fixed a week later, our email accounts again were disabled. For two nights and 4 hours each night, we were told it had to be escalated to a higher level. Now it's Friday, and we were told that it needs to be sent to another level that only works 9-8 M-F. We were finally told it is because they don't support Optimum.net. I am beyond angry. I just wanted it to get fixed so I could pay my bill. Now, I am at a loss for my email account. I feel like we have been given the runaround and am furious. We had asked a number of times to speak to a supervisor and could not connect with one. A supervisor did call me at 11:49pm!

There is no single date related to the numerous issues I have experienced with Optimum LI going back to before June. I'm simply fed up. For the last two days I've been assured that a supervisor would call me back by a specific time and each time that has not happened. Yesterday the customer service rep "guaranteed" that a supervisor would call me by 8:30 pm at the latest. After I went to bed, it seems that someone from "Suddenlink" (who is that?) called at almost 11 pm, but left no message. I was already asleep. Today I called in the morning, asked for a supervisor, and was again told no supervisor was available and I'd have to wait for a return call. I was told I would get a call by 5 pm. It is now 6 pm. After months of getting the runaround from customer service, it is clear calling back will be useless. This latest episode is due to my wanting to register a complaint about the myriad number of times a customer service rep has lied or a technician has made a nonsensical mistake.

An example of the ridiculous things the customer service reps say: months ago when the cable tv went out and I called to arrange for repair, the tech on the phone had me go through steps to try to reboot the cable box. At one point he instructed me to disconnect the cable connection to the modem/router. Fine. Then he instructed me to BLOW INTO THE CABLE END. That's when I realized he was enjoying making me do ridiculous things for his personal amusement. Outrageous.

As to the lie about work done: After a five day outage in July a technician arrived to determine the nature of that outage in July. He checked the cable coming from the pole and explained at length that the entire cable had to be replaced going to the street, and that we would have to wait for a crew to come because the job was too big for him to resolve. At some point after that a different tech showed up and said he didn't know why the previous tech said that, and he he dealt with a connector located on the house. Our service was restored. Then the remnants of Hurricane Ida blew through and we had another outage this month, so I called for repair service. After four days a crew resolved the WiFi loss. However, our speed was under half of what it should have been. After four days another tech arrived to look for the problem, and the first thing he discovered was that the previous tech from July - a contractor, not an Optimum tech, had reported to Optimum that he had restrung the cable from the pole to the house, despite his telling us that he couldn't do that and it would take a crew. Nothing had been replaced. That contractor lied. He was paid for something he never did. The Optimum tech who came last Sunday after I reported the slowdown discovered that no cable was replaced previously, replaced the cable from the pole to the house, replaced three outside connectors, and when the speed was not restored, concluded that our modem/router was an old model and should be replaced.

Several days later an Optimum tech arrived to replace the old modem/router. He also installed an extender, because he said the one I had would not work with the new modem. He took the other extender I had back with him. After he left, over the next several hours, we kept losing our connection every 15 to 20 minutes and kept having to go to our Wifi settings to reconnect, so I again called Optimum. I spoke with a technician who for the first half-hour or so was stymied, until I suggested that perhaps the new extender was creating the issue. He disagreed, but after more discussion he put me on hold and spoke with someone else, then returned and said he thought the extender was the problem. Sigh. He had me give him the numbers from the back of the extender, put me on hold again, and returned to tell me that was the wrong extender for the new modem/router. He assured me that he would send me the correct extender in the mail. It arrived yesterday, but the box contained TWO extenders, both identical to the one I ALREADY had that he said was not the right model. So I called back yesterday, and the person I spoke with said a supervisor would call me within an hour. He said he "cared" about my situation and would call back afterwards to make sure the issue was resolved. No one called for the next two hours, including him. So I called again this morning. The customer service rep said he could not put me through to a supervisor to register my complaints about this nonsense until I explained the whole thing to him. which I did. He tried to make excuses for the representative from yesterday. He argued with me. I got really fed up and kept asking for a supervisor. He then said none were available. He informed me that one would call me by 5 pm. It is after 6:30 now. That this company makes it so completely impossible to speak with someone to file a complaint is unacceptable. That the reps gleefully have customers jump through ridiculous hoops to amuse themselves is unacceptable. That techs who come to the house and outright lie to the client, then submit a false work report to Optimum is unacceptable.

I have no idea how to proceed. Clearly I must return these stupid extenders to Optimum, but that is secondary to having someone in a supervisory capacity listen to the numerous ridiculous interactions I've had with Optimum staff.

I lived on Long Island for 30 years before I moved away 15 years ago. I was an Optimum customer then. Nothing remotely like this occurred when I interacted with Optimum back then. I can only speculate that the new Altice owners are responsible for the egregious and incompetent service I (and many others) have experienced. I don't have any other possible explanation for it all.

Since the on start of of my service at 987 Pierce ave 10462, We have had no service of very spotty service. Regardless of the amount of calls made and excess of 20 hours on the phone trying to clear up all my issues and service request. I called up again last Thursday and till this day NO SUPERVISOR has returned and call or Email. There no relief. But the bill comes as if there was Never ever and issue at all.

It has been a COMEDY since having switched from Verizon to Optimum after relocating to Marlboro, NJ. Our family has had issues with cable service interruptions, the need for replacement boxes, unreliable internet, and most recently, default on their promotional $100 Amazon Gift Card which we were promised at service inception. After two phone calls to Optimum requesting the card, we were promised we were now informed that we no longer qualify for the card since we made changes to our "plan"--never were we told we would not qualify if made any changes (which cost us more monthly!)

It has been one thing after another, my neighbors and I are completely dissatisfied and beyond frustrated with the less than mediocre service, unacceptable business in America! WE'RE TRAPPED, Optimum has the monopoly in our area, there is no other provider to switch to but Direct TV.

I am disable, and handicapped. I called to have services installed in my new apartment as I had to move. I called optimum on july 19th 2021, and asked to have my services installed on August 3rd. I waited 3 hours and no one showed up, and I did not even get a phone call. I know a lot of businesses have a follow up call to see how things went, but nothing. I know covid might have something to do with this, but I call customer service set up a new appointment 9 times, and I asked so this install is going to happen, and they tell me yes definitely. Lies! No one showed up. So I called on August 16th and told them to cancel my install order, and refund my credit card the $220.95. still no refund. It took them only 24 hours to take my money out, but now it's been over 2 weeks, and no refund. I have all emails they sent me, and that's all I got. Please HELP!

i first called Suddenlink for internet my zipcode is 71280 . i was told that i can get high speed internet with altice/the sent me a phone! then we spent hours trying to get phone to work on my smart tv as an internet provider/finally the customer service assistant realized that we canot have internet with this device in our zip code/ i was told to send phone back and i would get a partial refund/ never recieved refund then was charged for more paments and i have never had the service and everytime i talk to someone they say that they will escalate to supervisor..I have called so many times and was told the issue will be escalated and I have not heard from them and now they have charged my account again. i need to have my payments returned to me.
optimum_logo
Hi Lori, Your payment of $252.19 for invoice 4445564 has been successfully posted. For your records, the confirmation number is ALTBMCO000317971103. Questions? Feel free to reach out any time at MyMobile or check out our FAQs. Thanks for being an Optimum Mobile customer. ****************************************** Please do not reply to this email as this mailbox is not monitored. © 2021 Optimum Mobile. All rights reserved.

Hi Lori, Your payment of $39.76 for invoice 4648275 has been successfully posted. For your records, the confirmation number is ALTBMCO000331675303. Questions? Feel free to reach out any time at MyMobile or check out our FAQs. Thanks for being an Optimum Mobile customer. ****************************************** Please do not reply to this email as this mailbox is not monitored. © 2021 Optimum Mobile. All rights reserved.

I have called august 27 2021 @ 8am and since then still my issue hasnt been resolved i want to cancel service and they told me they cant do nothing because my service is due which i explained i have reach out to you guys in email and writing letter to you and by phone and no answer no one can help me and im not paying for service that i cant use at all in my house
you change my device twice already and no service yet so im over paying for service i cant use since a storm back mid july