Optimum
Reviews and Complaints

Cable was knocked down approximately just over a week ago. A very nice gentleman came out and rehung it but wrapped it around a tree and the limbs of my neighbor. Provided us a new router but didn’t know how to connect the land line. I fixed it. Another technician came out this past Friday and ran a new cable but didn’t do the actual connection. He left it coiled up across the street in the air for connection to the WRONG side of the house. He told us another technician would come on Sunday. Never happened. Well today the existing cable was yet again knocked down and cut. Was told a technician would be here today between 5:30 & 6:30. Never happened. Now I have an appointment for tomorrow June 7th between 11:00 & 2:00. As both my wife and I have to be in our respective offices. I am left to wonder what tomorrow will bring.

Good Afternoon

please reach me by email [protected]@gmail.com

I have called numerous times and for some reason my WIFI is hacked.

I have changed my password many times.

They brought over a new router and for some strange reason optimum has no record of the model.

I am out raged and angry regarding this matter.

When I call I get the run around and always ask for management who never calls back I have been with them for over 8 years.

This is disgusting and needs to be addressed.

I was promised a VISA gift card of $100 for upgrading to 300 speed internet service. If I made 3 consecutive payments on time. I was initially told to call in by May 6th to request my gift card.

I called in on May 5th and was told that a request had been submitted for my gift card and that it would be mailed out in the next few days. A couple of weeks passed, and I still had not received my $100 VISA gift card. I called in again asking about the gift card. As I had now made 4 or 5 payments on time

I was rudely informed that I did not qualify for the VISA gift card because I cancelled my order for TV service. I cancelled the request to ad TV PRIOR to upgrading to 300 speed internet service. Nor was adding TV a part of their Gift Card promotion. It was if you upgraded to 300 speed internet and if you made the next 3 payments on time you would receive the $100 Gift Card.

Then the representative had the audacity to claim that I had been told that I did not qualify on all previous phone calls. EXCUSE ME? If I had actually been told that. I would not have bothered calling in 4 times asking about my $100 VISA Gift Card. That was an outright LIE.

They are still running a similar promotion and nowhere on their promotion does it mention having to add TV to your subscription to qualify for a VISA Gift Card.

I went to the Optimum NY Hauppauge store to discontinue service on May 24, 2022. I brought back all the equipment and received a confirmation receipt along with a receipt noting that my disconnect date would be June 17, 2022. That was surprising because I am no longer using the service. So, I'm paying for almost a month's service for something I'm no longer using. I called and spoke with a sales rep that confirmed they cancel on the billing cycle and was giving me a run around that I found quite offensive. I told him that is not right and is basically stealing from a customer. I have never experienced a situation like this where I'm actually being "penalized" for ending a service. The resolution I would like to see is my not being responsible for paying this bill. Optimum should have cancelled my service as of 5/24/2022.

Dealing with Inadequate service for Over 2 Years with the Customer Service department who have constantly given me the run around on what my service interruption problems have been. Several times they have replaced my cable box stating it was a problem with the box - not the case. Another problem was, they sent out a repairman who broke my cable box on the side of the house and put a zip-tie on it. After some years and weather deteriorating the

equipment, my internet was constantly in and out, so they told me that it was because I needed to upgrade my service, which I did. That did not help. Now I'm paying more and the service is still bad. They have sent service repair men out several times, who were too lazy to do due diligence - finally this weekend (5/21 & 5/22) we received two repairmen who worked the problem and found the real solution - The Lines were bad and the faulty equipment in the box due to the weather beaten box. In the meantime, the office shut off my service and stated that there was an outage in my area which I found out that no one was out except me and the repairman stated there was good service going to my house it just needed to be turned on. With COVID everyone has to work from home, personally, I am homebound (disabled) so being without cable and TV was hard. And I have been working with issues of In & Out service for quite some time. Over the past 2 years, my cable and internet has been out more than in. I have been promised compensation several times on my bill, and have never seen a credit - Trust me, cable is not cheap. I have been making calls, and they have been hanging up on me or just hanging on the line not saying anything - I feel they need to train their customer service to be more customer focused, I am a very frustrated customer. I have been asking to speak with a Manager for a while which they have told me one will call in 2 hours, then 24 hours, than 48 hours, than hold on and they disconnect me.

I, Nancy Gembitsky, moved and disconnected all my services (internet, cable tv, and phone) effective May 9, 2022. at 2 Acorn Lane, Stony Brook, NY 11790 with phone number there as [protected].

I returned all equipment and received a receipt confirming.

However, they are charging me for the full month of services of $266.50 for the entire month of May.

Doesn't seem right as after 17 years as customer I am charged 22 more days of service when all has been disconnected.

I can be reached at:

3528 Vail Court, The Villages, FL 32163 and cell number [protected]

When upgrade was done the installer never completed the job just left.!

Spent 8 hours on 9 calls to get service to work needed another installer to finish up next day.

Tv service. Freezes up and need to restart system all the time, I was sent another technician who swapped the box and didn’t program it he left, spent 5hours on phone with phone technicians had another home visit next day, end result is still have same issue’s

If I was you don’t get this service it’s been approximately 5 weeks now…SUX

Contacting you to advise my service for internet was done on 4/30. Tech came without my extender and advised it was not in the work order. When checked it was. I have been working with my sales person and did not get contacted at all from Optimum since then. Today my salesperson and I called into customer service. We waited for 1 hr and 30 minutes. We finally got a representative on the phone and when checking on the issue put us on hold and then disconnected us. I know will have to go in person to pickup my extender which is an inconvenience since I work. I will explain to the office I am requesting a credit for my account and time not having service I am paying for.

Four weeks ago I lost service to tv ,internet and phone. A serviceman came and found that my outdoor cable was not connected. He made a connection and I now have service but the cable was temporary and is stretched across the road. He told me Optimum would return in a week to "bury the cable". To date I haven't heard from you and have had difficulty contacting you with this problem.

The service does not include visual voicemail which lets you know if you have a voicemail. So the only way you can find out is if you call your voicemail. I confirmed this in three different phone calls and three emails with optimum mobile. There's no way to set up the phone so that it notifies you of a missed voicemail. That's ridiculous. I would not recommend optimum mobile. I bought one of their recommended phones from them when I set up their service.

Over the past three years I have been repeatedly contacted by various collection agencies for a bill that was previously paid in full. Each time I am harassed by a new collection agency I have proved with a canceled bank check that my closed account was paid. This is becoming a severe issue that I am tired of being harassed over. The unprofessional, disorganized, horrible service from this company is the reason I canceled my service in the first place. Now I am constantly haunted by this company that obviously has zero communication within the company to remove me from their data base. I am NO LONGER A CUSTOMER and I PAID MY BALANCE. I would like Optimum to finally LEAVE ME ALONE!

My Name is Raymond Brown

On Thursday 4/7/2022 I discovered my area experienced an outage. When the problem was resolved both my optimum cable boxes would not reset. I called Customer service and we spent an absorbent amount of time trying to reset the boxes. It was determined both boxes needed to be replaced. The next appointment available for a technician would ve Sunday 4/10/22. I declined because I attend religious service on Sunday and the times didn't work for me. I was told I could return the boxes on my own to the nearest optimum center in my area. This turned out to be 6 Excutive Plaza in Yonkers, ny. The Customer service is awful. I waited in line for about a half hour to be told we do not have your cable box available. We expect a shipment tomorrow 4/8/22. I was told the store in Eastchester has the boxes available. It was late and I attempted in the rain but didn't make it in time. I returned the next day around 11am I walked in and I was the only person standing waiting will the three women playfully joked with o e another as I stood and waited for someone e to greet me. Several minutes passed and they dispersed from one another's company and finally the one remaining seated said next customer"as if more people were present. I would not gave taken offense except another Caucasian customer walked and as was greeted with"Goodmorning how may I help you" I brought it to their attention but it feel on deaf ears. I proceeded to ask about the box I was promised would be there today to find out the truck didn't deliver the supplied. I thanked them for nothing and drove to the store located in Eastchester. I was greeted by a very professional young man and was convinced to purchase an apple TV box which I'm enjoying. I have not spoken to anyone from customer service or been compensated for my near 48hours with cable which I pay for consistently every month. I almost canceled my service on Friday due to the lies I was told by customer service the boxes were in stock. If it were not for the kindness of the Eastchester store employee I was taking my service to Verizon.

Altice USA April 3.2022

Attn. Shared Services

200 Jericho Quadrangle

Jericho, NY 11753

Account # [protected]

I have been with Optimum for 30 years. And it seems that Optimum does not want to keep me as a customer any more. I have called customer service almost every other month and each time I am promised a specific reduction in my bill but it never occurs. I have dealt with the Retention Dept. and once again am told that my bill will be decreased for a year but once again it does not occur. By only having your cable tv service, there are no deals to keep me as a loyal customer. Your reps would tell me something but it never happens.

I was signed up for silver package and was happy with it and was paying $179. Then, without any notice Optimum decided to do away with the Silver package and changed me to the select package and for the same services. I then spoke to your rep and he told me that although the changes were made that my bill nor the services will not be affected. Well my bill continued to increase. On 1/26/2022 I spoke to your retention dept. and they agreed to a total bill of $176 moving forward. But now my April bill is $185.

However now on April 1 I am no longer getting Showtime for free. As I stated my issues began once Optimum decided to remove my Silver package. I was told that I would still receive the same channels which included free Showtime. Each time I call your company I receive different responses. There is no consistency. On Saturdayy I spoke to the Retention Dept. about this and was told he would give me Showtime for 6 months free. However after promising me that, he came back and said he cannot do that. Why would he offer something then rescind the offer.

This company does nothing to keep loyal customers. You need to understand that it is cheaper to keep a loyal customer satisfied than to try to get a new customer.

So after over 30 years with Optimum, I am now looking into switching to Verizon. I believe they would appreciate my business. All my problems came about because of your eliminating my Silver package and not following through with what I was told, that there will be no difference in services or cost now.

I have been promised a bunch of offers from this company and for the most part you have not delivered!

Barbara and jerry Layefsky

6 Westbrook Ct.

Cortlandt Manor, NY 10567

[protected]

On Wednesday 12/29/2021, during my lunchtime, I attempted to discontinue my Optimum service due to extremely high prices which I could no longer afford. I called their service number [protected]) and stated that I wanted to end my service. After many questions, I stated "can I please just end my service without any more discussion"? The representative said yes, although they could not end my service and that I had to wait for another person. After waiting additional time, I was connected to another representative who attempted to engage me in more questions. I stated, "can I please, pretty please, end my service with no more discussion I have to end this call ASAP?" Once again, I was placed on hold for more time and connected to another person. The entire ordeal to merely cancel my service took 39 minutes (photo of call time attached) and there was no way for me to end the call, as they were in effect holding me hostage. At one point I stated to the representative that I have to get off the phone, so I’m hanging up now, please, please, just cancel my service. I was told that if I were to hang up, the service would not be canceled, and it would just be a few more minutes. I had to endure this endless harassment for what seemed to be an eternity for something that should be available online, in the same place where I pay my bill.

I then had to return the cable modem to a local Optimum store, which additional complications ensued. Once again, I started this ending process during my lunchtime. It was very cold outside and when I attempted to enter the Optimum store, I was told that I had to wait outside until my turn, despite the fact that there were only two customers in the building. After waiting over one half of an hour, I asked if I could just leave the box there, as I had to leave. I was told no and that I could come another time when there was less of a wait. Unfortunately, during the holidays I contracted COVID and could not leave my home. When I finally returned to the Optimum store (and waited 45 minutes), I was apparently one day over the return period limit and now they want me to pay an additional month's service charge.

I will NEVER deal with Optimum again and believe with all the laws out there to protect the public, there should be a law to protect Long Island NY residences from this abuse. This is especially necessary since there are only two Internet providers available for people to choose from.

There is an error on my bill. I was charged for a cancelled appt. I NEVER cancelled an apt. I only had a technician at my place once and that was to install Optimum. They said I cancelled an apt in Jan which never happened.

I am a resident of 16 Lesley Drive, Syosset, NY 11791. Optimum was on my personal property without me consent and they left a bunch of wires laying on my property both on side and backyard. My elderly parent, who doesn't see well, was walking in the backyard and she tripped over those wires. She has been taken to an emergency room. I called the [protected] and spent all day on the phone getting a run around. They flatly told me that optimum won't come to undo the mess on my property because I am not their customer. Who do I escalate my concern to? Please respond to my concern, otherwise you will hear from my attorney. My email is:

[protected]@aol.com

Mrs. Koko A.

I returned all optimum equipment and canceled services on 1/14/2022. Last bill cycle from 12/8/21-1/7/22 was paid in full on 12/23/21with the promo price $33.49 still in effect until march 2022. New billing cycle starts 1/8/22 should end on canceled date of 1/14/22. I received a bill due in mid-january for $58.49 and a bill on 2/22/22 bill for $25 and a bill on 3/22/22 for $25.

I called optimum twice jan/feb to correct the discrepancy on billing and call rep states they cannot do anything the account is in pending status and cannot be closed until feb 14, 2022 and this was in late - jan that I called. I asked why since its overcharged and I paid (autopay) for a month of services for 7 days of internet used only, the explanation was they don't close accounts midway in the billing cycle. What kind of reasoning is that! So they can just charge for the remainder of the month for no services rendered from 1/15/22-2/14/22. (I cancelled autopay immediately)

I mailed 2 written letters to optimum corporate office on 2/10/22 and another on 2/25/22 with no response. I call can't get a rep to assist

Now I receive another bill due on 3/22/22 for $25. This is absolutely ridiculous getting billed for no internet services.

Here the thing optimum does not close the accounts, by keeping it in pending status, when I signed into my account looked in "order section" it has "router ordered on 1/15/22 and on 2/9/22" which did not occur. So they kept my account open as an excuse to keep billing for no services. You have to check and take a snapshot before they lock / close access from you to view your billing. And always check your autopay amounts.

They also makes unauthorized charges without notice my promo was still in effect until march 2022, but I had autopay so they have been over charging and up the billing fee from $33.49 to 38.49 to 43.49 to 58.49 all within a 10 month period and I disputed it every month with my credit card company.

Optimum has extremely poor customer service and questionable business practice. If calling and writing dont work, I was reffered to call new york state attorney general at [protected] and or the fcc [protected].

Today I spoke with a optimum representative regarding an increase in my mothers bill which to be adjusted to a total of $138.00 per mo. in review of the bill there was an $80.00 charge found. 3/9/22 a tech came to my 90 year old mothers home to replace a defective box. The tech added a charge of $80.00 the reason was not indicated only a code with the description "advice given". I asked what advice rep could not provide. My mother was on the call as well there was no advice given. I asked to speak too a Supervisor and was told none where available and the call would have to be approved to speak with one and it wasnt so therefore I would not be conected. I am filing a complaint against the company for fraudelent charges. I personally was not there on that day but there was another party there due to my mothers age. There was no advice that was given by the tech. Someone should be looking into the tech and the additional charges.