Optimum
reviews and complaints

Over the new year weekend in 2017 in an attempt to watch the cable service I pay soo much for I was met by an on screen message telling me that I no longer have starz or starz encore - 2 sets of channels I pay extra for. I have only had optimum since 5/2017 and to date have had numerous issues with this con of a company. Currently I am paying $190 a month and I am not even at the top plan they offer! I upgraded my account about a month in so I could have faster speed then increased it again in the summer so I could have more movie channels bc the crap I was getting for almost $150 a month was [censor]. Now on 1/2/18 I am met with some [censor] phone message bc optimum doesnt want to deal with their customers complaints. Well lets just say that if I do not have a resolution; account discount or get these channels back I will be finding any service that can connect in my neighborhood and I will be cancelling this [censor] service.

Even though I am terminating my service 3 days into the latest billing cycle, Optimum is charging me for the ENTIRE billing cycle. Seems to me this is totally unfair and tantamount to stealing my money ! A move is hard enough without having to worry about timing it to meet Optimums schedule. Why should they be allowed to bill me for services I can not use (all equipment was returned).

Been customer of Optimum for 18+ years, for the last 3.5 years had very bad internet which was up and down all the time during different hours. Our account was [protected]
Technician was in my house multiple times, after last time in May 2017 he mention that the problem is with wires on the poll, which he could not fix, but replaced modem to new one. He suggested to install app on my phone and call those guys every time we have internet problem. Almost every week or twice a week had to unplug modem and router to get internet signal. Sometime even that did not work and we have to wait for couple hours or so get the signal back.
Long story short, we decided to switch to FIOS and we did it, now internet working like clock and excellent customer service.
Called on December 11 to close the account, customer service rep told me to call on 15 or 16 to get confirmation. On 15 I was more then an hour on the line and no-one came to me, so I called on 16 and some nasty guy from special department unit tried to push me to get your service back and then when the answer was NO, he said that I will pay for that, because my disconnection day will Jan 15, which is totally wrong since I called you on December 11.
Multiple calls and only one sane customer service rep, she left notes and you can see her name.
Today, December 23 around 1:32 PM called you guys to follow up Jeff customer service rep told me to my face that for their company Customer is never right and I asked to talk with his manager.
Was waiting online for 20+ min and finally her grace Maria ID GMV pick up the call. I asked her is this motto of Optimum: Customer not always right. She said YES! Optimum does not care about their customer and I have to pay for the time I won't even use their service.
Very great company.

Crooks!

I pay the bill Nov 22, 2017 ($237) for Dec.2017 on time.
I disconnect and turn in the converter and modem at the office on Nov.25, 2017 and ask for a refund. They say NO.
You still have to pay for e-mail and on line app.
I say I don't use or want either, they say too bad.
I stop the check and Dec.13, 2017 get a bill for $257, they want another $20 for returned payment.
They want to rip me off for $257 for e-mail and an app?
I stated I don't want or use either service, they don't care.
Absurd.
Ripoff

I am writing as a new and extremely frustrated customer. Tonight, 12/12, I am waiting once again for a return call from a Supervisor that I spoke with for over 50 minutes tonight. I am waiting for a call back from him, in the hope that he actually does follow through. Since my Internet is going on and off, I know they are currently playing with my service. My lack of trust and frustration with Optimum are quite high and it is my hope that by contacting you, this will be rectified once and for all. *** UPDATE: It is now Wednesday morning, and Rudolph never called back last night as promised.
I will try to create a brief overall description of what I have been dealing with since mid November, when I began looking into the triple play packages offered. I worked with an Optimum employee via Chat. At that time, it was important for me to continue getting some channels that I enjoy, and the package they directed me to was "suppose" to have that. The employee lead me to believe that I would recieve those channels in my package, so I signed up and recieved an installation date. Because I had to ask that employee a number of times if in fact they were certain that the channels I wished were in that package, I double checked a few days later with another person via Chat. That employee stated no, my channels were not included in the package I purchased - frustrated, I requested to speak with a Supervisor. Although very respectful, she stated that she could not give me the channels I requested at that price. I reiterated that I was promised those channels via Chat. She apologized for my being misinformed and I let her know that I would not be moving forward with moving over to Optimum. A few days later, I started crunching numbers again and realized I could save $10. right away by having my own modem, so I once again contacted Chat and discussed the higher priced package. I asked a number of times if in fact the channels I wanted were included and that the price they were quoting me were correct. They asked if I would like them to process the order and I allowed that. My monthly bill with this triple play was to be $110.95 + tax - again, I asked the same question a few times due to the first mistake that was made days earlier. This time, I copied and kept the entire Chat, on the chance that there were any questions.
Installation day came around and the tech that came out was outstanding - explaining everything, and reviewing the invoice he had, all showing the cost of installation; 0. When he was almost finished he asked me about the phone and although confused with the question, he explained that I'd have a new number. I said no, I've had the same number for over 30 years and I requested my number remain the same. He then told me that someone messed up and my old number was never moved over. I called Optimum and ended up with Jake in what I assume is your AT department. He concurred that the number was not scheduled to be moved over and that I was to get a new number - after at length conversations, he understood and stated that the technician would need to come back out the following week to make the move because he could not do it that day. I questioned that considering that the order had been placed for some time. Jake explained that for some reason, the number was not moved. I was not happy, but had no choice but to wait until the following week. I inquired who would be paying for this mistake and Jake did not know, so once again, I asked to speak with a Supervisor; Carolyn. I explained the problem to her and after going around in circles for almost 40 minutes, she stated that she agreed, I should not be charged for their mistake, the Technician at the house said the same thing. Carolyn requested some extra time to review notes and said she would call me the next day, December 1st. Today is December 12th, I'm still waiting for that call.
On Friday, 12/8, late evening, I reviewed a bill online and immediately called Optimum but Customer Service was not open.
Today, 12/12, I once again called and requested a Supervisor - explaining once again all the mistakes that have been made and I was disputing several things on my bill.

Two that stood out:
$59.00 Service Charge for coming out a 2nd time to install my phone (although the mistake was Optimums)
$14.95 for an additional line (which I do not have, I have ONE phone line)

Although I understand that I will need to pay for "partial monthly fee" - the rest of the bill is not at all in line with what I was told upon signing up. If you notice a pattern here Mr. Dolan, I have been told one thing, far too many times, only to then be told something else. My monthly bill was to be $110.95, plus tax - I have a copy of the Chat conversation that an Optimum employee "Angel C" quoted me, more than once, and completed the paperwork for, and yet the bill recieved Friday night was not at all the Triple play for 110.95 + tax, but 236.50.

Partial Monthly Activity - 28.62
One time activity - 59.00
TV - 72.46
Internet - 39.99
Phone - 24.95

Below is a copy of the price the Optimum employee on Chat promised me and signed me up for.

$89.99 - 200 Mbps Internet / Select TV / Phone
$10 per cable box
$10.00 - modem, router + plus wifi services in over 1.5 million hotspots. McAfee anti-virus software.
$10.96 - TV Surcharges
$120.95/month (taxes not included) 1 year promotional offer.
-$10.00 if you have your own modem
Includes 340 + channels
20+ calling features
Multi-room DVR service free for 2 years
Showtime free for 1 year
Netflix free for 1 year
Free Install

Although I am still waiting for a call back this evening from the Supervisor that I spoke with earlier, I am not hopeful that he will in fact even call back. It is my hope that you can straighten out this problem once and for all - and if not, I will simply move back to my previous company, who upon my request to cancel, offered me an outstanding rate that is even cheaper than the Triple Play Optimum "erroneously" offered. Although only a few days old, I am enjoying the electronic service Optimum has provided, even though your employees leave a great deal to be desired in the honesty department and your Supervisors do not seem strong in follow through or straightening out problems. I would rather not file a complaint with the BBB, however, if you cannot resolve this matter, I will take whatever actions necessary.
I can be reached at this email address or my home phone: [protected].

Regards,
Colleen Boyle

My name is Kempton Brisport and I am putting in a complaint. I recently made a minimum payment in November 2017 to Optimum Cable Vision and today 12/4/17 the service was interrupted. I spoke to a Optimum Cable Vision representative by the name of Stephanie and she told me they received payment.in addition I ask Stephanie if I can speak to a supervisor since my service was interrupted and she said no. Stephanie also said she can have a team member called but that is not gurantee. I also informed Stephanie that for the last year or so between 1am and 3am every night I get service interruption and I do not complain. Stephanie claims she cannot help me. I feel Optimum should provide proper services to there customer and if someone wants to speak to a supervisor they should be allowed. I feeI if someone make payments service should not be interrupted. I feel cable vision is creating contracts that are fradulent to and hoping customers do not complain. I feel Cable vision is monopoly and does not care about the customers. Ineed this matter to look into expeditiously. My conversation today ended at 9.45 today and Stephanie blatantly refused for me to speak to a Optimum Cable Vision Supervisor. My cell number is [protected]

Long story short, I took a half a day off from work for optimum initial installation, I was given a 3 hour time frame. No one ever came nor called, when I called after that time asking what happened I was told that someone is gone call me back . no one ever did. I waited 3 more days, no calls, no apologies, nothing. So I asked for my money back, not a good way to treat new customers

For months now I keep getting billed for Optimum/Cablevision equipment from my old home I returned months ago to a technician after moving to a new home.

I called the company and spent about an hour each having details and being reassured that the equipment was accounted for and that a full credit would be applied to my account. I also spoke with the technician who confirmed that the equipment was returned to the company. After all this my account still shows the charge!

Just started service with Optimum in late September. First bill came in and I was being charged for 3 boxes instead of the 2 cable boxes that I had. When I called I spoke with two different representative (one of them being Carolyn ID#HJK) who informed me that there was an error and that I only needed to pay $181.04 which was $15.87 less than what the bill had stated because of this error due to monthly charge and partial monthly charge. Weeks later I find out I'm past due. When I called I spoke to customer service rep Ann who looked into the issue and was not able to provide any assistance, I requested to speak to a supervisor who was Julian ID#DDN who was the leas representative. He stated that I would not be able to get the free tablet after 3 months due to not having made all my payments on time which wasn't even my error. On 11/10/17 I called back to follow up as Julian said he would get back to me in regards to if the issue could be corrected. At this time I spoke with Grace who till this point is the only one who was able to assist me and had a professional demeanor unlike the rest of the service members that I had interacted with. She confirmed that per the notes dated on 10/08/17 with Carolyn that she noted that she told the customer (me) to only pay $181.04. Till this point I don't know why I am being held responsible for a late payment if an Optimum representative told me to pay less. I called back today since I still haven't received confirmation of a ruling of this issue and the representative I spoke with today informed me it was my responsibility to pay what the bill states, not by what an Optimum employee informs me to pay. This has been such a horrible experience, I think I was better off staying with Verizon as my only concern with their service was the cost but so far with the 2 bills I got with Optimum its been even more money.

I had frontier for phone and internet. I recently switched to the triple play with optimum. Big mistake. Called three different sales people got 3 different prices. I have been with Optimum Tv for years and am a good customer. One told me my bill would be 189, but then I got added cost of 10 for internet box. Then I told them in order to switch to the service I didnt want to pay any additional fees. they came I switched and have a bill 130 dollars more than expected. Prorated charges and 60 dollar fee for me to get added services?
Is this the way you treat loyal customers. You treat new customers better. I called to try to get some fees off. Spent over hour on phone, the person said no supervisor available, then he said he found one. Was on hold for over 20 min then hung up on. Tried the chat and told my story wanted to talk to corporate or supervisor another hour and the run around.
Needless to say I have a huge bill, and should have gone with frontier for everything; which I will do in the next month or so. This company has gone downhill with all these high cable box, and internet modem chargers. Also, if I am adding services why should I have to pay a fee. Besides the fact I can't even talk to someone to help me, I just get the runaround. Well I will certainly never recommend this company to anyone.

I called optimum to downgrade my service, the representative seemed o insist on his goal not to downgrade, when I asked for a supervisor, he said he is a supervisor, his name was Gaudy ID 5401. In order to downgrade or disconnect the service he said I need to be present at home where my service is or know all the information about the equipment that I rent with optimum. Well, smth I don't have access to . He was not helpful at all. Very disappointed, cancelling my service

I'm getting tired of every time that I open my bill it's higher. I just got another increase and all they have is basic service with the Triple Play I don't change anything I don't add anything but yet my bill went up again. When I called customer service they told me that's because your promotion has ended that's the excuse every single time that my bill goes up that the promotion has ended. I'm never told that I'm on a promotional service aren't they supposed to ask me or speak to me about any kind of changes that they are putting on my bill? When the rep said that the promotions are supposed to save me money they never do the bill just keeps going up and up and up that's not saving me money I'm really disgusted with this service I've been a loyal customer for 15 years this is ridiculous. I want to know who to contact so I can speak to them about stuff being put on to my bill when I'm not even notified!

Getting in touch with corporate is harder than getting in touch with the governor. I have been a customer for over 20 years and in May 2017 I went to OOL only. My bill should have been approx $69. In July my account was upgraded and no one can tell me why. It was an oversight on my part and the rep two weeks ago could only offer 60 day credit so she escalated the issue. I never received a follow up call so I called back and got a rep that was very argumentative. I asked for a manager and he gave me an acting supv who didn't help me. He still could not tell me why my account was upgraded but he demanded I pay my past due. I explained my credit due would be more that the past due and he also was rude. Paying the past due could have been paid two weeks ago however it is clear my account was upgraded without my knowledge. Until I speak to someone to correct this account I will proceed with more complaints on every site including the FCC and BPU. Your reps already confirmed they don't know why I'm being charged for tv and phone. There was no request called in.

On or about oct 30 I made a payment in line by mistake using a closed account. I immediately realized my mistake and called to try and stop this payment and give the correct means of payment, I immediately went through the steps of paying all including the mistake payment although the system gave me a hard time about it

No I get a 30.00 charge.
This means that the optimum web site is set up to be charged even for a legitimate mistake without even a chance to correct!. This is a holdup!

Please help me reverse this 30.00 charge to my account

Around October 22, 2017, my Optimum inbox, with thousands of emails, vanished off their server.

I've spoken to three support representatives so far (one via chat, two on the phone), and was promised that a more senior person would contact me, too, but that was a week ago. In sum, they say the emails were "popped, " (luckily for me I'd never heard that term before), and it must be some third party server (?) and that's all they know and there's nothing they can do. Period.

First, that is no explanation. Why? What happened? What could I do to avoid it? Don't they have back-ups? Don't they care exactly what the circumstances were so they could maybe come up with a solution? Or protect people in future? Apparently they don't care about any of the above, and let me repeat, they LOST ALL MY EMAIL.

I've had my optonline.net email address for many years, through different computers, and for the last ten years or so on my Macbook pro. I access it most often on my laptop, but also on my iphone, and sometimes, particularly when I travel, I use my browser (Safari in this case) and go directly to the optonline website. I was attempting to do this when I was traveling in October. When I got to the website I found that the fonts were now impossibly small (first time I've seen that, it must have something to do with either an iphone update or an optonline problem, but I can't worry about THAT particular problem now). The windows and view could not be resized, and enlarging the visible messages made it impossible to click on them, the system seemed to freeze. So it was pretty much impossible to delete the usual political and sales emails or access any of the "real" emails from there, so I gave up. I did delete one or two, and got the usual message "Are you sure you want to delete these messages?" and I said yes, but I realized it was going to be hit and miss so I gave up and didn't try again until I got home to my office.

Then I saw that the Inbox was empty, except for what was there after about October 23. Sent is also gone. Trash says it has four messages (no matter how many messages I delete now, it always say four). All the Drafts are there, for some reason.

So, something happened while I was traveling, apparently, but I did NOT select more than two messages, I did NOT get a message saying "Are you sure you want to delete your entire inbox?", I did NOT do anything out of the ordinary that I haven't done on dozens of trips. Where are my messages?

This is really bad for me, but if sudden unexplained total loss happened to me, what's to prevent it from happening to more people, and causing worse problems? I have most of my business emails in other forms, and the mail on my IPHONE seems to be working properly and is not affected so I have some access to the lost emails there. What would it be like for someone trying to access their business emails to lose all of them with no explanation and no back-up?

I would (a) like an explanation of what happened, how often it happens, and how it could be avoided, both by you, protecting information on your server, and for me, if there's something else I should have done (besides trying to check my email?) (b) like to have my emails back, not all of them, since apparently when I think I'm deleting a couple of hundred a day, they remain on the optonline server, because I think there were something like 9000 of them.

Aren't you at all curious about how a customer's emails could vanish off your server? Your representatives aren't, at all. I'm looking at alternatives.

got a new cable provider - had the new cabled installed - returned optimum equipment that same day to their optimum store and they charged me service for the whole cycle - when they only provided service for 12 days - said it is in the small print. and folks who complaint to optimum get nowhere.

I asked if this was legal - just got shrugs.

That is some company.

On Nov 1st, 2017 I notice that my Optimum Online service has been upgraded without notification to 200mbps and my bill has been increased as well by $4.95.

3 days later I get an email saying "In appreciation of your loyalty, we are increasing your speed to 200mbps on us".
I called Optimum to understand how come something they giving for free cost $4.95 and couldn't resolve this with their billing department.

They are saying "...but it is free...", I am saying :...but you charging me $4.95...".

Please help.

I'm not a customer of Cablevision/Optimum. New people just moved in across the street from me who had Optimum working there yesterday. They disconnected a wire from the house that runs to the pole on my front lawn. They left the wire and threw it on my front lawn (still connected to the top of the pole). I called last night asking that they send someone out to remove it first thing in the morning. A part of the wire was in the street and someone parked on it. When they left they dragged the wire which could have pulled the pole down had it not come loose from the car.

This morning the wire was still there. I called again and they told me they couldnt find a record of the complaint from the night before and needed to submit it again, but would have the wire removed today. It is now 3:00pm and the wire is still on my lawn. This is totally unacceptable.

I have a requested service to be installed today between 2 and 5 pm scheduled since las week Thursday, I have spoken with costumer service and they states that the technician call me around 4 pm. I have called 6 times since 3.18 pm today Ocotober 24th.
I missed one day of work due to this schedule and I have not received any reason to the delay.
The last person Marcos told me that my situacion was transfered to installation departement and only them could help me with my situation.
Befrore Marcos I spoked with a miss at 5.50 pm and she told me between 10 and 15 minutes.
I would like to receive and answer about this issue, because with cancelled Verizon since last week and tomorrow the service will be closed

sincerely
Tapanes Jose R

I called yesterday to terminate my service effective October 31 and was advised that the termination notice was submitted and that I should receive my final bill at the end of November. I said, no, why should I pay for an entire month of service that I don't have? She was not at all helpful. I called back today and was transferred no less than 5 times before finally speaking with a supervisor. She kept telling me that because I don't have a contract (duh) and there are no early termination fees (why would there be if I don't have a contract?), I would have to pay for the ENTIRE billing cycle as they don't or won't prorate a bill. Who ever heard of such a thing? Not only is their customer service horrible, so is their service. We have to constantly re-start our computers or the modem or the router and even with an extender, the service is spotty at best. I will never, ever use or recommend this company to anyone.