Optimum
reviews and complaints

I ordered internet service on 05/23/18 the installation was scheduled between 2-5 pm on 05/24/18 the tech called me at 2:03 pm he informed me he was outside I stated I was home he said ok . About five minutes later he rang the door bell I buzzed him in he came inside, I noticed only one cable box I stated there were two TV sets he said let me double check, he then checked his phone and confirmed the order was for one box, I said ok its going in the bedroom I turned to walk in that direction and he spoke I wasn't sure what he said, I turned around and said huh he stated he wasn't comfortable. ? I then said the one box is not a problem he said I'm uncomfortable I'll send another technician and left. I immediately called customer service spoke to Rob, he stated the installation was still scheduled between 2-5 and there was nothing that could be done at that time he also told me someone would be calling me back, A women by the name of Wendy called me back to inform me my installation would be rescheduled I stated to her that was unacceptable I did nothing wrong why am I being inconvenienced I requested a refund Wendy stated she would have to transfer me. ?. A young lady name Quanisha called me from installation I think I'm not positive, again I explained to her the situation she stated she would try and resend someone and have the field supervisor call me, No one came or called. Optimum is charging 69.99 for installation and this is what I'm paying for? Not sure what happens at this point, how do I get my money back?

I resent call optimum I was really upset with my mom wish I have her cable under my name and I say I have never order so her cable got disconnect from the office I call the very next day to cancel the disconnect I want to continue her service on but I call a few time and they didn't connect it back now in order to get it back on they asking for reconnection one month in advance and balance due on the account I'm speaking help so her cable it's turn back on

A tech came out today and cannot fix my system. I was on the phone for 2 hours I made an appointment for 5/26 and want it sooner and I am not being accommodated. I want my original equipment back altice is garbage and doesnt work. Please have someone call me. Your north jersey office was of no help to me. I am paying for a service that doesnt work. The tech cannot fix it.

Work done by inexperienced tech who had 3weeks of training. He called for assistance 2X & then another tech cane to help & then a 3rd tech came. This process took 3 hours. Wound up with access to tv, however no phone or computer use. I have provided pictures of the mess that was left. Totally unacceptable & disappointed. Had to place another service call requesting an experienced tech. The tech was very courteous- not faulting him, but faulting Optimum for amount of training you provided him.

I was a customer for over 30 years. Loyal, paid my bills on time. March 7, 2018 storm interrupted service. Took till Mon. 3/12 to be restored. Then optimum lines went down all over my house and street on March 14th. I could not get into my house. Cars where backed-up everywhere. Called optimum customer service they did not consider this an emergency and gave me and appt. for Fri. March 16th.in the meantime we had to wait for Con Ed to come to make sure wires were not active, and then a call to the City of Yonkers to get service from Optimum. It was then I decided not to be treated so badly by a company. I switched to Verizon. Now Optimum wants me to pay a for a month I did not have because they do not pro-rate. Show me a document that I agreed to about this! If you have a rule you need to let your customers know about this in advance. Not when a loyal customer decides to switch. I paid for 3 days of the service that I still before the switch. I will not pay anymore and if they send me to collection I am going to take them to court. I have pictures to support my claims of wires all over my property, phone call documentation to the City of Yonkers and e-mails. I sent them pictures of which they ignored.

Acct #[protected]
Isaac Johnson
Madeline Velez
400 herkimer st apt lb
Brooklyn ny 11213

On May 13, at 3:59am, I received a email stating there was a payment of 470.84. Now much to my dismay, I didn't understand why because I didn't make, authorize, or initiate this payment nor did my husband. I proceeded to call the billing department at optimum at 8:am and the rep was extremely rude talking over me and not allowing me to get my questions out. She proceeded to tell me that they would keep anything that is due and they can only make a claim concerning any credits to the account. I was shocked that she was telling me that she didn't know who I was even after I gave her the acct info and address and that besides a claim for the credit amount but not the full 470.84 that was illegally removed from my account. I tried to ask her how long this claim would take and she talked over me seeming as she was ready to end the call. I proceeded to explain that this is her job and she needed to be more professional and she stated she wasn't in any danger of losing her job. I tried to talk and she hung up. I'm beyond disappointed and disgusted. I've been with optimum and usually they are superior in service in all areas so to deal with this is beyond disrespectful. I would like a full refund of my money that was illegally remove out my acct.

10 times... 10 times in a row I call your god damned customer service number, and every time I get as far as telling that stupid robot what the problem is, it tells me to hold, and immediately hangs up. What kind of "customer service" is that? You people don't give a flying [censored] about the people who pay you for a service. Eat [censored] and die, thanks;)

So I made an appointment last week to have the altice box installed between 5pm and 8pm (5/8/18), I had to leave work early to get home. I am waiting for 2.5 hours and finally get a phone call from someone telling me the technician is running late, he can't get here until 9pm. Of course i am upset since i was waiting already for 2.5 hours. So when 9pm rolls around I still haven't heard from the Technician, so I decided to call myself. They tell me that the appointment was canceled and I would have to reschedule. At this point I am beyond aggravated, the customer service provider (or whatever department it was, was no help) so I had him transfer me to his supervisor Freddie. Freddie was also no help, he was actually rude and wouldn't accommodate me at all. He said i would have to reschedule, which means missing more time from work and waiting around for another three hours ... I have never experienced anything like this and all I was getting was two boxes swapped out ..

Please help. The person whose name is on the account has not lived at this address for 5 years. He has asked for this account to be disconnected several times and optimum states it is disconnected. Katherine Hass the women living there keeps fraudulently reconnecting the service under his name. Please call her at 6312644262. Please do not connect again and please do not allow this identity theft again. Everyone we call customer service tells us something different. However, this person is allowed to do this over and over again. Please block this person from doing this again and please put the account in her name. Account [protected]
Thank you in advance for help in this matter

On May 6th at 7:09 pm driver was driving wreck less at the intersection of Jerome Avenue and Kingsbridge road in the city of Bronx . Pedestrian was crossing by and driver started horning and speeding vehicle while pedestrian was crossing by . Vehicle no 724 color was pink/orange . This is someone that is not only operation a vehicle is representing a brand . Driver seem to be hispanic black hair .

I am completely frustrated with this company for the LAST TIME. Every few months they increase my bill without telling me or warning me. One time I had to complain because it was so high and they changed it to $70 by getting rid of some things and now suddenly its $85 claiming that its because they "increased the speed". I never asked for it now can you charge me so much for something you are choosing to do. Not just that but it is completely disgusting of a company to charge $90.00 for some of the worst internet I've ever used in my life. The speed of the internet never actually increased.

I've never been this frustrated with a company or felt the need to do this but I will be filing a complaint with the Better Business Bureau because this is the second time they have done this and I'm not really in the mood to be part of some scam company.

I bought Optimum internet and TV box in Dec. 2017, after the installment of those internet and TV box, I noticed there were some problems, I called Optimum customer service and asked to send someone to fix the problems, the person who answered the call told me they would charge $ 80 for this assignment, I told them it was unfair to be charged because the technician who came to my home to install internet and TV does not speak English and I could not get full instruction about internet and TV, so I need to further instruction, but they did not agree.

What is more annoyed is they sent a technician to my home but I did not meet because they sent me wrong information of appointment by Optimum automatic phone answering .

The first agreed time between me and the person who answered my call for home appointment is at 1:00 pm Dec. 17, but when I called Optimum customer service to confirm the appointment in the morning around 11 am that day, there was automatic phone answer which told me that my appointment time was at 4 pm that day instead of 1:00 pm, so I left home around 12: 30 to nearby shop, however, the technician called me by 10 minutes to 1:00 pm, and I told him that I was told the appointment was changed to 4 pm, he said he did not know the change, and I then told him I would be home as soon as possible, I estimated it took about 10-15 minutes to drive back home, I told the technician to wait for me for 10 minutes, but when I arrived home he had gone, and I immediately called his mobile and told him that I was at home, he told me he would be back to my home at 3 pm, but he did not come, and I called him again, he said he would come at 7 pm, but he did not turn up. I waited for him whole afternoon and evening, he did not appear finally .

I did not receive any service from Optimum and spent whole afternoon and evening for nothing. But Optimum sent me $80 charge bill in Jan. 2018 while the charge issue was still under discussion, they sent me another 10 dollar bill for later payment and then stopped my internet in Feb. 2018.

Because my daughter will come to my home in Feb. so I have to renew the service, which cost another $24 for renew service . So, all together, I spent 80+10+24 =114 dollars for nothing .

Although I had called Optimum customer service many times to discuss this issue, what I received is " we sent technician, you are not at home, that is your problem " . they used to agree to check phone call records, but I never received the answer for the checking result. All I received is increased charge bills.

I regret very much to use Optimum .

Chat
Thank you for chatting with optimum sales, we'd be more than happy to assist with processing your order today. How can we help?
After the initial discounted period, how much is 200 mbps internet only jumping up to?
Me
Hi there. Thank you for chatting with optimum sales today.
With our new customer promotion on internet only, the step up rate is $15 more monthly in year 2.
I can help with offers and installations... May I please have your name and the full street address, to better assist?
Kissi r.
(address given here)
Me
Thank you. Please allow me a moment to locate the address.
Thanks for trying us. But unfortunately, optimum does not provide service to your address. This specific address falls outside of the optimum coverage area.
Kissi r.
Nonsense
I am on the same road as the rockaway twp board of ecucation, they have it it. It goes by my house
Update your maps :)
Me
The online system is only verifying the zip code, not the full street address.
Kissi r.
I used to have it 20 years ago
Me
If you would like to confirm the cable service provider for your exact address. Please click on the following link. Cablemover.com/. Thank for chatting with optimum sales. Have a great rest of your day. Bye now. :wave:
Thank you for your feedback!
Kissi r.
Thank you for contacting us.
Chat session disconnected.

Save your money and time.
I am not using this company for 2 months. Still I have to pay more than 300 dollars. Why? Because they feel like it. Disconnecting these services is worse than trying to quit the gym.. I inquired about returning my equipment, obviously told the representative I don't have this company anymore, and yet... Nobody explained to me my account is still active, after I contact them and said I don't have the services anymore. Save your money. There are way better companies to deal with.

Good afternoon. Verizon has installed a new utility pole in front of my house at 396 Harrison Ave Massapequa NY 11758. The old one is damaged due to the recent storms in the area. PSEG has relocated their equipment and Verizon has told me they are waiting on Cablevison to move their equipment before they can proceed with moving their and taking down the pole. I would like for someone to address this issue ASAP and move your equipment in front of the above address. Thank you for your cooperation and service.

All of a sudden today some tech shows up do so work on the poll . None of my services were down. All of sudden I have no internet or phone my TV froze making a small red line in my TV screen. Howevervtv came back on but no internet. When I called they CV told me I had to schedule an apt for someone to come out. But then I was told it pwuldnt be until Tuesday. I called back and was told nothing they can do but they the broke it it to begin with I was fine until that time. Sorry they told me I should of been home and they left a card at my door. Hell I was home watching then in the window. So not only did they just leave but not willing to fix it.

I called in for a simple fix to my internet service. After 22 minutes I got someone on the phone who tells me they will transfer me to tech support. I asked him politely how long it would be since I have already waited 22 minutes on the phone. He says to me I promise it will not be long at all. What a D-Bag, because I am here at 48 minutes and still no one has answered the phone. This is type of service they provide. Avoid these guys at all costs. I am trapped with these jokers because my area doesn't have any other providers. I will absolutely be more proactive with looking for different providers now in the Edison, NJ area. These guys are pathetic excuse for service providers. Oh Wait not to mention I tried to use their online chat queue which they recommend but before the phone call I gave up on the chat queue after 30 minutes. about 2hrs of my life I'll never get back due to these guys inability to provide good service.

My name is Lisa Embry and my complain is the poor service I received when trying to get service installed in my apartment. on 3/19/18 I purchased an account for service, was told I could not get a weekend apt because they go fast which resulted in me making an apt for Friday 3/23/18 wherein I waited in my allotted time schedule of 5-8pm at 8:47pm an automated call came in but I was out because I could not wait any longer and it was 9:03pm...I called the number provided in the call to then speak with a lady who said I had to reschedule...s/w someone on 3/24 and they sched me for 3/26/18 I was not happy but I took it. then the sales person called telling me he was going to try and approve me for sunday and for me to check back later in the day to see if I was "approved"..i called back and another gentleman said it looks like I was approved, but of course no one came. Monday 3/26/18 I rush home by 5pm, at 6:40 I see an optimum truck go up an down my street, I am yelling and waving no stop, the automated service tracked times for service every 15-20 changes, at 9pm no one came. I called s/w a young lady name Taahria? who felt humor in my call as well as how I pronounced her name, she would not allow me to s/w a supervisor but told me the supervisor would cmb in 20mins. They never called me back, I then called again explained my story again to a guy who kept saying he would see what his supervisor can do at which time I was given a Thursday appt...I will not waste not one more day waiting for someone to install my service. I asked for my money back, was told it would be processed and that was Monday and I am still waiting. I am very disappointed because I am new customer and was very anxious to get my service and to date I have nothing, nor my money back

Account # [protected]

Cooleen
11 Tower Hill
Scarborough NY 10510

To Whom it May Concern

Our home had no cable, phone or internet from Friday March 2nd until Saturday March 10. I was told, by Optimum customer service (after 5 mins of navigating a phone queue and many more minutes on hold) that we would not be credited for this outage as I personally did not call Optimium during the aforementioned time period to advise. My entire street had no service, we had just been hit by a Nor'easter, I was dealing with electrical issues, fallen trees, no heat & many more important issues. As I said, our entire street was out & over the next week there were several Optimium Trucks working in the area where I live so; understandably & obviously, Optimium was aware.

Optimum's policy is unfounded, unfair and is written to put the burden of proof on customers. Their policy might be understandable in an individual outage but given the situation described above it is just plain wrong. I am already overcharged for inferior service (they have a monopoly, no other service is available in my exact location) and now I am being charged for service I did not even receive.

The situation I have described in this note is far from the first time I have received such inferior service from Optimium, perhaps this is just the straw that broke the camel's back, hence my reaction. I want nothing more that to find another company to supply our cable, internet and land line but, as I mentioned, I have no choice. Management at Optimum should be horrified by their customer service, or rather, their lack there of.

Ann Marie Cooleen
[protected]@cooleen.com
[protected]

Matthew Cooleen
[protected]@cooleen.com
[protected]

I have been without service (land line/cable TV/internet) since March 7, 2018.

In order to reach an Optimum service number, you need to look on-line, however, I do not have internet service (which I have faithfully paid for), so this involves a trip to the local library. Since there are no links from the Optimum page to any phone numbers, the numbers must be written down and called. That involves leaving the library to sit in a car and dial and wait and wait.) The number listed on the web site for Optimum service is only service for bill paying. That said, there are ways around your system so that it is possible to reach a person who claims to be associated with what they have told me are "independent contractors" who receive compensation for servicing Optimum accounts. Each time I have called, I go through this rigmarole. Each time I am told the technician will call me when he is on his way. I have NEVER received a call back from him or from any of your people.

I believe, this technique for reaching your service people is deliberately awful.

I called for repair. I explained that the cable line was down and draped across the yard; I told the scheduler and the dispatcher it would take two people to restore service. The repair technicians were expected on Sunday, March 11, 2018. A single technician arrived. (That technician's phone number is [protected]) My adult son, a New York City police officer, not an electrician, helped the single technician restore our service.

Within a day, the line came down again, and draped across our yard; and another appointment was made for March 21, 2018 (ten days in advance) for between 11 am and 2 pm. That day it snowed. However, I did NOT receive a call; so I called and was told I had to reschedule because of the storm. Instead of receiving the next available appointment - which would have been on Thursday, I was scheduled for Saturday, March 24, 2018 between 11 am and 2 pm. I was told, again by the dispatcher, he would arrive soon and he would call when he was on his way. He never called.

The same technician from March 11, 2018 arrived, looked outside, and said he needed a different wire and would return. He never returned. He never called. Based on my previous interactions with your service department (I am being generous when I use the words "service department" as you have not performed any service.), I called at 2:20 pm. The person who finally answered the telephone told me the technician would not be returning on March 24, 2018, although he had said he would. I was told I needed to make a new appointment. The earliest would be Tuesday, March 27, 2018 between 11 am and 2 pm. By this time, I was very annoyed and insisted on an earlier appointment, and the person who had finally answered the telephone said the technician would arrive between 8 am and 11 am on Tuesday, March 27, 2018.

Believe me when I tell you that I do not expect that to happen. I am betting the technician (and I fear it will be one, NOT TWO as needed) will arrive after 11 am. What would you think will happen?

I expect to be compensated for all the time I have spent waiting for your technician(s) who is unable to do the job. I expect to be compensated for all the payments I have made to scan and send documents for work. I expect to be compensated for services I pay for and cannot receive because of your service: i.e. Hulu, Amazon, Netflix, and TIVO. And especially, from Optimum for not providing any service for more than two weeks.

At the very least, I would love to hear any response from anyone with power or authority without my initiating the contact.

I await your repair technicians (!) with far less grace than I would like to have.

Margaret Cinberg
[protected] (You, of course, cannot call this number as I do not have service.)