Optimum
reviews and complaints

Had a very unpleasant experience with Optimum Customer Service. After speaking with 4 representatives each providing conflicting information, I decided to cancel becoming a new customer of Optimum.

I had a new installation appointment scheduled for 12/23 between 8:00 - 11:00am. At 12:00 noon, I contacted 855-394-8272 to get an ETA. I notified that I was unable to continue waiting but was told if I provide my phone number I would receive a call in 30 minutes.

Not satisfied with this solution, I requested to cancel the appointment and account. I was transferred to Nathan, who stated that someone from Optimum had been out to my property and there was a pole issue. I am 100% confident that no one had been on the property. The pole is right outside my bedroom window and it is necessary for technicians to walk by my cottage to access the pole and wires. In addition, if someone had been on my property, why not provide a courtesy knock on my door.

Nathan provided me with the phone number 973-230-2036 to cancel my account and obtain a refund. The customer service person informed that no one had been on my property as Nathan had stated and someone would be at my property very shortly. In fact the technician was close to arriving. Since I am suppose to receive a phone call when the technician was on their way...I had doubt this information was accurate. I again asked for my account to be cancelled and a refund of the services charged to my credit card.

The customer service person stated he only handles cancellations. In order to obtain a refund for the services already charged to my credit card, I had to call 1-800-868-9840 to obtain a refund. While my credit card was charged immediately a company that specializes in technology can only accomplish sending me a paper check in 4-5 business days.

Unfortunately, experience has shown that all internet and TV provider's technical and customer service systems are the same...my choices seem to be Terrible 1, Terrible 2, and Terrible 3.

Totally disgusted. I have been a customer for 20 years. We have been treated disrespectfully.
1. On Monday 12/16/2019 went to Bethpage, NY office arranged an appointment to have cable box replace for Thursday 12/19/2019. I gave them my cell phone to confirm time (I am health care provider treating paitents). Told them my husband is not well, I need to be there. They came at 12:00, did not replace the box, out of service and never called me.

2. Called them immediately when my husband called me at 12:15 to tell me the tec man stated "there is nothing wrong" and left. Spoke with "someone" from customer service and set the new appointment for Friday 12/20/2019. They gave me a window of time of when they will arrived 10:00 AM-5:00 PM. I called them immediately at 6:00 PM, since no showed up. There "so called voice activated message stated"10:00AM to 8:00 PM. Just got off the phone 8:30 PM with there so-called "customer service a voice from any country" telling me the only avaiable new appointment is for 12/26/2019 between 11:00-2:00.

I when ballistic, I told this "so-call customer service" I am a healthcare provider, for today I had to cancel my patients to wait around for them andit turned out to be a no show. This "so-called customer service person" told me to stop screaming because she had an ear infection and I was hurting her eye. I told "[censored]" and I do not care about her ear infection when I have patients which I am treating who have cancer.

I told this "so-called customer service support person" waiting 6 days is not acceptable. Again, with ear infection.

Terrible, deplorable, disgusting, disgracefull, and an imbecile company.

I have read many customer complainson this website. You are all right. On my Facebook page I will let the publicknow how insensitive this company is towards its customers.

20 years I was a customer with the full package deal. They are not the only cable network around any more out in Nassau county.

I want to see if they reply to me regarding this email.

Who wants to place a bet
Sincerely,
Dr. Donna Covello OTD, OTR/L

Again i've failed to receive a return phone call from supervisor as requested

Annoyed because inept tech told me to go to internet to learn how to select specific music channels

Tired of favorite channels issue

In my opinion this service is the best of the lousy options 😢

Will very likely say goodbye to you as soon as I review streaming options

😡😡😡

On Thursday, November 21, 2019, our cable went out, we called customer service and they transferred our call to technical support. After numerous attempts in sending signal and failing to reset system. The technician told us to take the cable box to one of their stores and they would swap it out with a new unit. We went and the store was closed so we returned the next day and after getting the new cable box and connecting it they still could not get the system to reset so they scheduled for one of their installers/technicians to come. They scheduled it for Monday, December 2, 2019- 1:00pm to 5 pm, but no one came or even called. We finally got to speak to an actual person the next day, Tuesday, December 3 and they rescheduled for Wednesday, December 4 when the technician came and got our cable back up and working. As instructed when we had originally called on Thursday, November 21st the customer service representative told us to call them on Monday, December 2nd and they would give us credit for our service being out for 13 days. We called as instructed on Wednesday, December 4th and the male customer service representative told us he could not do it and a supervisor would have to approve it and give us credit. He took our number and said his supervisor would call us within 45 minutes to an hour. They never called, we then called again on Thursday, December 5th speaking to a female representative who told us her Supervisor named Victor would call us back to resolve the matter which now also included an $89 plus charge for the technician coming to our apartment. They have never called us to resolve this matter of adjusting dates/ giving credit as promised and to explain the service call charge when it was optimum's equipment going out and them not showing when promised.

Account : [protected]
Account name :Jose Lopez 120 Ravine Dr Apt 50B Matawan NJ 07747

On 11/30/19 we forgot our pin for movie rental, called in the ask for help. This should have been a 10 minute phone call and turned into 2 hours. The first rep I spoke with reset my ONLINE PASSWORD NOT MY TV PIN! I begged for a supervisor and he would not transfer until this incident occurred and he had no choice. We were disconnected three times. With no resolution. We asked for some type of compensation for the inconvenience. We were disconnected by Timothy and Legen (who forgot to put my husband on mute while he sat there and laughed at him in the backround with other reps), followed by supervisor Nicole. I decided to start fresh on 12/11/19 hoping to have a rep that could help. I spoke with Edison who went back and reviewed the notes from then and was baffled by this and decided to offer us 3 months free showtime and 6 months free Starz. EFFECTIVE IMMEDIATELY! ON 12/14/19, I called again because the offer that was promised "effective immediately" still hadn't happened. I spoke with Angel who could not understand why it wasn't on yet when Edison had promised this. He then told me he sent it to his supervisor who was going to call me back shortly on our home phone. Today is 12/17/19 and I still have yet to receive that call OR the free movie channels. So I call again today and speak with Jane who then tells me that I NOW have to wait for the special promotion to start on December 31st! No one has said that yet! I asked for her supervisor, she said he will call me back. I don't believe he will so I told her I will hold for him. After 15 minutes, Jane came back on and said "my supervisor will not take my call because he is finishing up another call and has paperwork to do". What!?!?!?! That's your response Jane!?!?!? I asked for his name, Michael. And hung up. This is ridiculous!
This is the kind of employees that you have working for you and representing you.

To whom it may concern;
I have been a loyal customer with Optimum. I recently lost my wifi connection, due to a malfunctioning router. I contacted customer service on 12/8/19, after multiple attempts of troubleshooting over the phone I was told the router was malfunctioning. I was advised I would need to drive to a local Optimum location to have it replaced.The nearest location was 35 minutes away one way, and was closed on Sunday, the day I called.
I requested to have a router replaced at my home and was told there was an eighty dollar service charge, as a third party provided the services.I was also offered the option of purchasing insurance to avoid future charges for possible third party services. Needless to say this is poor customer service.
I was forced to purchase a router for work purposes as wifi service was unavailable.
I am requesting you reimburse me for this purchase, a receipt can be provided for verification.I await your response.

Respectfully submitted,
Mrs Martha Rodriguez
Home number [protected]

I'm a long time customer of Optimum. I did two moves in the past year. The first one was a frustrating because the tech couldn't finish the job for hours. Then I had called in for issues repeatedly. This move Optimum literally cancelled THREE appointments either upon coming here or as a NO SHOW! UNACCEPTABLE! Customer service was rude, lying, refused to put a supervisor on, hung up on me and kept insisting on telling me when I had to be there for additional appointments when they were the ones cancelling them. They were suppose to put in a complaint with corporate and that was not done. The original gentlemen told me to pay $199 over the phone and that's it. When the tech finally showed he said I was suppose to pay $46. That was news to me. When a customer cancels an appointment we have to pay a fee for that cancelled appointment. So why shouldn't Optimum Altice pay for the FOUR CANCELLED APPOINTMENTS! Additionally, the MANY MANY HOURS wasted speaking with customer service, no shows, lost time at work sitting at home waiting for no show techs, nasty lying customer service reps refusing to do their job, and hangs up that I had to deal with, I should automatically be given several months FREE SERVICE! I am now putting this massive complaint in writing since calling has not gotten me nothing but ignored again.

On Sunday Dec. 8th, my phone, internet and cable went down. I spoke w/a Mr. Salvatore (supervisor) and was told that no techinican was available to service me that day. I have a father who is extremely ill and the fact that I had no phone service to call 911 if needed, was not a priority.
I have been a customer for over 25 years. If anything happens to my father and I can not call out for an ambulance, I will hold Optimum liable.
This is a re occurring problem with my service. It happens every 2 months. It's disgraceful and obviously being handled by incompetent people.
Mr. German, who supposedly is a technician manager, was completely flippant and unprofessional.

My business office closed in September and my service was cancelled. I am still being billed for a returned modem and router. I am still currently on hold back and forth with a rep that I can hardly understand and who seriously does not understand how simple this is. I gave him the tracking number for the FEDEX return of the equipment Which is [protected]. Is says right on the screen that the equipment was delivered on Sept 26 at 1:24 PM to the Edison address. It took me all of 1 minute to see this information. If he was following procedure you need to review the procedure as I am unable to retrieve the ridiculous amount of time I spent doing his job.

Where was it left: "we need to see where the equipment is ." WTF ... it's in Edison NJ ... You can not reimburse me for this amount of frustration and aggravation, this coming from a man that Idid customer Service work for 5 years before running my own business for 30 years.

I also asked twice to be transferred to an American rep. I am sick to my stomach that a company as large as Optimum has to send jobs that an American can do and be understood by the customer to overseas workers.

The case number to be settled is :8692655
My other optimum service phone, wifi and tv is [protected]

I would request some sort of compensation for this unfortunate and unnecessary experience.

Thank You
Kenneth James Sexton

Olivia a customer service representative was rude she cursed me out and hung up the phone on me.. as a loyal customer I called to reduce my bill and she was helpless and unprofessional she sounded African rude and couldn't understand English ... fire olivia ! She called me dumb and hung up on me .. I said I wasn't going to hang up until she helps me and she said no problem I will hang up !

I called to have tech support walk me through setting up my online account so I could change my network id and wifi password. They went through a 5 minute verification process of asking my name, address, email, and phone number. Then they asked me to go to the cable box and give them a mac #. I advised hat there were 4 mac numbers so he asked me to read them all off. Tech support should be trained to ask specific questions to identify what they needed. This took several minutes and I had to lift the cable box and hold it up while I tried to read the little numbers. My mother who is in late 80s would have struggled to do this.

I was on the phone fo a total 53 minutes trying to setup my online account and when I finally was able to sign in and accessed the router settings - basic settings. I learned that I could not change the network id or wifi password. Really!

When tech support asked me what I wanted to do today I said from the first sentence I wrote that I wanted to change my network id and password name. I have always been able to change my network id name and wifi password with other cable providers. Wont be staying with this groups technical support that really does not take pride in listening and answering the customers concern but rather reading their decision tree script. Terrible customer service and unacceptable practices from a company that allows customers to have to endure this.

all i need is a return label mailed to me already so i can send the router modem back to you already 2 weeks i called to send it to my address already so far nothing do for the past 2 weeks already am not paying if you are very irresponsible i mean what is taking so long with you already it should only take 5 days to mail it to me not 2 weeks please respond asap am getting nowhere at all with your company

I had a service appointment to switch from Optimum to Altive on Friday, March 22 between 11 and 2 PM, the rep showed up and said he would be right back he had a service outage problem and never came back. In the interim overnight my cable service was shut off and they said we owed money and my wife paid, all the time we had a zero balance going into this experience so now I should have a credit balance. I called on Saturday morning and spoke to a customer rep who turned my service back on and gave me the name of her supervisor, Britney, who refused to get on the phone and said she would call me back and never has called me back. In addition to that no one ever called to reschedule the Altice appointment and no one ever offered to refund my credit balance when I've asked repeatedly. Not to mention I was on the phone at 2:15 Saturday morning, a.m., for over 30 minutes and no one picked up and it took approximately 25 minutes to get someone on the phone (Saturday) from customer service and I've yet to meet someone who is pleasant and understanding while I am being courteous and trying to explain my problem.
I think your phone system is terrible I think your customer service is worse and I don't know how you do business when one person from Optimum doesn't know what one person from Altice is doing and then you shut my service off and I have to spend a half hour on the phone to get it back on that's after paying over $300 which I did not owe.
my address is 70 Slabey Avenue
Malverne NY
[protected]
Your total lack of disregard is totally unprofessional and obviously you have no one to oversee your customer service division because it is extremely poor.

Phoned optimum last week for service. Had to wait until Saturday for a service call to replace box. Box was replaced. Phone service was not restored until this morning. I was told that I would receive a $39 credit for no cable service from 1am Wednesday to 10am Saturday and a$1 credit for 7 days with no landline service, REALLY?

Your overall customer service does NOT work for me! Everyone is very polite, but get little done. I'm tired of being on the phone for lengthy periods with nothing accomplished. Even MORE disgusted with hang ups by employees or comments continually being disconnected when employees can't resolve issues. Tired of supervisors not calling back as promised, by employees.

Reviewing other options AGAIN. Went to FIOS briefly, because of optimum's inability to resolve pixelation issues.

Returned to optimum, a MISTAKE! Won't return to FIOS, but am researching alternatives!😡

I had a appointment on nov 11 2019 the technician came didn't brother to installed my service had to wait to make another appointment for the technician to come back out to install my service and he came two days later he just came to install the box and he didn't have the other two boxes I ask for three had to wait another two days for another appointment to come back with the other two boxes once he came he left and I didn't have any service once again until nov 19 2019 and come to found out they was working on a outage in my around then I get a bill for $80 only had my service working one full day and can't get no help from representatives before all this they said I won't get a bill until December 14 and I get a bill for 80 I might have to cancel my service please get back to me thank you so much

Nancy Feldman
8:49 AM (7 hours ago)
to Charles

The service we received was "disgraceful" and did not even rise to a level an "uncivilized level." The woman we spoke to not only did not have the savvy to help us, but after realizing her own incompetence, she put us on hold "for a minute, " against our wishes. 40-minutes later, we were disconnected, Then we were disconnect. Despite her having our phone number, and despite her assurances to call us, she did not. On top of that, this woman hardly spoke or understood English. Wouldn't that be one of your criterions for giving customer service for English-speaking customers? She was also rude and had a demeaning attitude. I hope you have a venue to look this person up on are our account. She should be FIRED! On top of that my wife and I called back on seperate lines to complain and resolve the problem. My wife was told that "nothing could be done - the system was down." At the exact same time, after hearing what was told my wife, I was told by another agent on our other line, this was not true, as the agent was directly looking at the system while we were talking. To top it off, the last agent (out of 3) assured us that a technician would come to our house during a 7-8pm window on Sunday. The next day we received a call stating that the technician would come from 10am to 7 pm. Which one is it? Would you wait 9-hours on a Sunday for an incompetent company to never come?

In sum, a 40-minute hold, no call back, a lie and multiple stories about the time when a technician would show.. told Needless to say, after a subsequent phone call to a more helpful representative, our problem still is not solved. SHAME ON YOU OPTIMUM!

My billing cycle started on 11/8. I called customer service on 11/7 to terminate my internet service as i am moving to an area not served by optimum. Customer service took all info and advised me to return equipments on next working day which was 11/11. They told me that i should call retention center which was closed that time. I returned router to one of optimum store. Still they are billing me for next whole month 11/8 to 12/7. I called so many times again to resolve this. They keep on saying they have no record of my phone call and somebody will call me back but nobody did so far after 3 days.