Optimum
reviews and complaints

On my Optimum Bill or the period 01/16 to 02/15, I was charged $80 for a service call fée. As I understand It, your customer assistance staff say that the technician re-initialised the box and rewired the box with existing wires. I believe he also re-initialized thé remote.

I called your customer assistance twice. The first time, I had a very unsympathetic customer assistant. She kept insisting that anytime a techinician visits the house, I will always be charged $80. I told her that I have Optimum for

10 years and I never have been charged for technician visits. When I realized that she was repeating the same thing without trying to understand me, I asked for a manager. She falsely insisted that the manager could not better explain the situation. This turned out to NOT be true.

The 2nd time that I called, I had an assistant who was polite and understood what I was saying. He explained that I was billed thé $80 because I did not have an option on my account to not pay service calls. I asked to speak to a manager to determine who changed this option.

The assistant passed me the manager. He explained that inside wires were not the responsability of Optimum. I do not remember the technician installing any new wires. His comment on his report was « Removed splitter, added barrel connecter and attenuators. Action sent for no data”. He also re-initialized my remote.

On the initial set up, I never provided any wires.

Nor have I ever touched them. All the wiring was done by optimum. Consequently, I do not understand why I have been charged for inside wiring, as your technician did not replace the inside wiring, but instead “removed” and “added”

elements.

As a final note, I must tell you that réception and customer service has been absolutely terrible since I have Altice! Every few days, I cannot get my câble channels, only thé “Apps”. Then, by magic or miracle, they are again available the next day without me changing anything? I am so frustrâted with your unpredictable software and NOW you want to charge me for your short comings! This is not acceptable!

Hello my name is Keith Edwards and I’ve been homeless since December 20 my building caught on fire. I’ve contacted optimum and let them know my situation they still continue to bill me, they don’t want to cut off my service I have nowhere to live right now and I’m trying to fix my living statement. I’m not understanding why I can’t speak to somebody before I pay this outstanding bill. I do not have a problem with paying of novembers bill but December I was not in the building. They also charging me $80 for installation fee for a modem that never worked since I signed up. I don’t understand why they charge me $80 when they gave me a broken modem since I signed up. Please help me.

Summary - This dispute stems from Optimum’s failure to adjust a final bill for a disconnected service (former account [protected]) based upon acknowledged errors made by the original Optimum representative that resulted in an overcharge. Specifically, the agent who was contacted on 11/17/2021 to arrange a disconnect for 11/29/2021 did not schedule a pending disconnect, but instead immediately canceled the service and then, after complaint, reconnected it as a new service and gave instructions to call on Nov. 29th to disconnect (in fact, the disconnection didn't take place until Dec. 1). As a result, when the account was disconnected the first time, it generated a prorated charge for the dates between the billing cycle that she had the service, and that amount was added to the final bill when the account was disconnected the second time.

Details - Optimum sent a final bill of $171.53 (for the billing period of 11/22 – 12/21 2021 that would normally have been due Dec. 6), which was a larger amount that the normal bill of $123.49. Upon calling Optimum on 12/20/2021, the agent confirmed we did call on Nov. 17th to inform of the desire to terminate service on the 29th and that the appropriate action should have been to start a pending disconnect. The agent stated that if the correct actions had been taken by the first agent, the full cycle bill wouldn’t have been generated and we wouldn’t been expected to pay for the full month. The agent said they were escalating the issue and it was stated we should receive a call the next day. No call was received, but another past due bill for the same amount subsequently came in the mail.

Initiated a chat session with an Optimum agent on Jan. 2, 2022 to try to find out the status, and the agent could not find a record of the escalation. However, she concurred the higher amount was due to agent error in disconnecting and reconnecting the service, and agreed this needed to be addressed. However, the agent indicated they could not fix this themselves and gave me a phone number to call the next day.

On Jan. 3, 2022 I called Optimum again with the number provided, and after being transferred several times was finally connected to the cancellations department, and the agent confirmed that this needed to be addressed and that there should be an adjustment. The agent indicated they would connect me to someone who would take care of this, but unfortunately when the call was transferred it ended up being to the same number I was initially connected with. The agent I spoke to that time said I still needed to pay for the full cycle even though a disconnect had been requested before the next billing cycle started, but that the extra charge needed to be addressed via escalation. The agent indicated they’d start a new escalation and I’d receive a call back in a few days (I provided a reach number). However, once again I did not receive a call but instead got a letter from the CBHV collection bureau on Jan. 28, 2022 (reference number [protected]).

I again called Optimum on Jan. 31 and requested a phone number for their escalation department, which the agent said was [protected]. Spoke with agent at that number, which turned out to be for the retention department, and he said it was the wrong escalation department and he transferred me to the billing department. However, the agent did say that the escalation department never calls a customer back and things are taken care of internally. I had to go through same summary again with the agent in the billing dept, who said that I needed to speak with the disconnection dept. to address the situation and would transfer me. An agent came online but the call dropped. I called Optimum's main number back and requested the disconnection department but was transferred to the retention department again where I was placed on hold awaiting an agent. The agent there said none of the regular departments could handle this, which is why I keep getting bounced around. He said I need to speak with the advanced billing dept at [protected], and also give them the reference number from the collections agency. (I asked for an email address in case this didn’t work – apparently there was no email but they gave me a corporate office number of [protected].) I called the phone number referenced and was told that I'd reached the wrong dept as they only address ID verification and fraud claims and that Billing is supposed to help me. Even after I explained that Billing said they couldn’t help me they had no other suggestions and connected me to the billing department again where I ended up being disconnected. I called the corporate number given me but it took me back to the same menu as for all the other calls.

I next called the collections agency (CBHV) and asked if they had an Optimum number for the dept that had referred the collection to them, though they said I could call [protected] for Optimum. I called and got a representative, explained the situation, and asked to speak to a supervisor. The Supervisor was not available so I asked for a call back (on my cell) at 11 am for Feb. 1, giving them the account number and requesting that notes associated with the former account could be reviewed before we spoke. As I have not yet received a call back, and the track record so far has been discouraging, I am submitting this complaint formally.

My phone number is [protected]. My name and address is Surinder Chadha, 92 Willow Drive, Old Tappan, NJ. [protected]'

I received a past due notice about a week ago. with a total amount die including past due of $ 304.63. When I went to make payment on-line I was told amount due is $ 314.53. I spoke with a billing agent and she told me the difference is due to a $ 10.00 late fee. I told her that this was the only statement I received from Optimum and never receive any billing statement as I pay every time two months of amount due when I receive the Past Due notice. Finally after spending at least 15 minutes with her on this issur she said I have to make a payment of $ 304.53. When I went to make the payment it still said the amount due is $ 314, 53. In frustration I made the payment of $ 314.53. However, I am furious with Optimum and its behavior. First they do not send a monthly bill and then expect the customer to pay a late fee. This is criminal at least.
I want a full explanation as to why this behavior on the part of Optimum and demand that they send me a monthly bill and refund my $ 10.00 late fee. I am going to file a complaint with appropriate authorities.

Surinder Chadha

Called optimum about static on the telephone line, why on earth does Optimum require a security code in order to speak with customer service? I was calling from the phone associated with the account, there was no need for a security barrier. We only needed to ask if there was an area issue being worked on, or not. But because we didn't know the code, we couldn't do something as simple as speak with a service rep. Furious.

I had my number ported from att to optium. The name and number ported was correct from att, but optium is showing a different name on caller id when she calls out. Optium says they have no way to change the name even though they own the number now. I am now being told if I want to add a line with wife's name and new number and drop old ported # that they are going to charge me for something that is clearly their mistake. This has been going on since I switched in dec. 2021. They won't let you speak to retentions to resolve the problem saying they don't take calls like other carriers. I'm so fed up wished i'd never switched piss poor customer service and failure to even be able to fix something as easy as caller id that was their mistake as att ported name and number correctly. Occurred since dec. Till date. Number [protected] showing name casey moore when should be beth meadows. I have called severalllll times no resolution. This should be simple. About ready to go to all social media and let them know how inept you guys are and how you treat your disabled combat vets, I have ptsd and am tired of this. Also about ready to call atty. Gen., fcc or whoever deals with this and also have a buddy that works local news and 2 that work national to let the public know how you cant handle a simple name change that you-you screwed up and that you as a company are unreliable period... Sooo frustrated. My name is bruce meadows home phone [protected] desired resolution is to get the caller id to match the name=simple=no? Tired of hearing no-no-no acct # 3250472!

I Sandra Medina live in central Jersey and in August of 2021 I called Optimum to ask questions about getting my 92-year-old father-in-law Jose Medina who lives in the Bronx, NY cable service. I asked all the questions to the sales rep and since I knew that in the event that we cancelled service he would not be able to drop the equipment off and if or repairs were needed that it would be taken care of since he is elderly and doesn't speak English or would know how to reboot the system. I was also told that there wouldn't be a problem getting optimum to charge my husband's card for service payment. So, since satisfied when they assured me, he wouldn't have any problems. I scheduled the installation and paid for the service. Turns out they kept turning off the service because they would not process the payment. I called 4 times to get them to charge the card never happened. So, it comes down to now my elderly father-in-law is going back to my country since he has no one to take care of him and he has fallen into a deep depression due to the pandemic. I called Optimum and paid what was owed and told them to go pick up the box as I was told they would, and it turns out that they say they don't do that if they go pick it up, I have to pay 150.00. After being on the phone for over 2 hours the next person I was transferred to was breathing hard and I asked him if I was inconveniencing him he straight out told me he had no time for this and transferred me to a another rep in south Africa and she spoke to her supervisor and after another hour she transferred me back to the US where they told me they would pick up the equipment at no cost on January 21, 2022. That didn't happen so I called today to see what happened because we paid the home attendant extra for staying until the person went to pick up the equipment and it turns out that nobody went. I called today again and now they are telling me they can't talk to me because I'm not the account holder spoke to someone else, and she told me nobody will go pick it up and that my father-in-law has to return it. No matter how much I tried to explain to her that that was not what I was told. She told me "I am not going to do what the others did because they lied to you". So, she did acknowledge that I have been lied to and now don't know what to do now because we do not go to NY because my husband is bedridden, and I do not drive I don't even know how to get to my in-laws building. I feel that they scammed me into getting the service and now we are stuck. his account number is [protected].

Deleting emails 32 at a time: Before you would select whole list and delete.
Time out on sending an email: Before you could take time in creating email.
crashes:
not being able to create a contact directly from listed sender's email address:
Slow:
my group contacts disappeared:
adjusting mouse pointer to specific spot to type in an email address and not having the address select window appear (annoying):

Please go back to the original system or you're going to lose a customer. How could you, allow such a terrible system to be released on your customer base.

Did not have cable or internet from Dec 11 to Dec 27 paid December bill 285.64 in full. I was told would receive credit on January bill and just saw total credit is $ 8:00 less than 5 cent each missing day. I expect to receive credit that I am entitled since I am paying way more than 5 cents day for cable and internet. After several phone calls and 3 service calls finally getting the service and 17 days no service I should get refund.

I was paying for my phone service from Feb. 2021 until about Sept. 2021...
During this time I had requested (at 4-6 different times) that a field service tech. come out to my home and try to fix the problem. In Sept. 2021, I finally received a knowledgeable field tech. who was able to fix the problem and get a dial tone on my home phone.
In addition, throughout this long process I was constantly being told by managers and customer services representatives alike, that once my phone issue(s) were resolved, I would be credited all moneys!

However, when I called Optimum/CableVision last night (Jan. 14, 2022) to follow-up on my telephone bill credit, I was treated like scum by the RUDEST human being I have ever spoken to in my entire life. His name was Brandy (Employee ID#: EJL)

The way he was yelling at me, the way he was yelling over me, the way he was denying me a manager/supervisor, and the way he was ignoring my issue(s)/concern(s) with billing was totally unacceptable!

Growing up, my parents have never yelled at me the way Brandy was yelling at me last night. I ended up just hanging up the phone on Brandy and calling back. I am glad I did because I got a nicer Customer Service Agent who told me that even Brandy's notes on my account showed that he went against company policy when dealing with me and my issue(s)!

If any of you reading this complaint have the option to spend your HARD EARNED MONEY with another cable company... DO IT!

Optimum/CableVision is absolutely the worst cable company to ever exist. Overall they DO NOT care about their customers and it truly shows. I will leave this trifling company alone as soon as I'm able to get service from another company in my area... I am currently researching that now!

I am a FIRST RESPONDER and I have worked throughout the Covid Pandemic. I have also worked in the Operating Room for several years. I have assisted in countless surgeries over my 10 year medical career, however, this situation last night with that jerk Brandy definitely made me think, like wow... I risk my life at work on a daily basis for people who treat other people like crap and it honestly made me sick to my stomach.

Brandy (Employee ID#: EJL) should be fired from Optimum/CableVision immediately for breaking the company's policy and for repeatedly disrespecting a paying customer!

I realize I made a HORRIBLE choice switching over to you from AT&T. 1st..your company input a wrong IMEI number for my phone into your system so the chip you sent me WILL NOT work on my current phone so I either have to purchase a new phone or obtain a new number. 2nd... Being that I need my Original Number, I had not choice but too purchased a NEW phone but it will take a week to get to me! In this day an age where the majority of interaction and business is done through on a cell phone, that week without a phone will most likely cost me a few Thousand Dollars... so I try to cancel my order so I can walk into an Optimum Store and purchase a phone but your company is stating I can't cancel the order I just made 2 minutes ago. So now I'm out $1000 cause I had to buy a new phone because your incompetent employee Enter a wrong IMEI number in your system making my original phone useless with the chip you sent and out a few more $1000's dollars because I'm unable to connect with my clients.

Derrick R.
[protected]@gmail.com

For a week cable and landline phone go out and then come back on. Optimum has been no help to me. I refuse to pay my bill until this is resolved. At 78 years old I won't put up with this. If there was an emergency no one could reach me. I need someone to help ASAP

I've been a longtime customer for over 2 decades at the same address, which I started out with a residential account, and at some point I was advised (by Optimum) to change to the business division in order to get the static IP service. Every year I had to call in to get an extension of another year of promotional price. And this past year Dec 2021 the promotion was ending on Dec 7, I was advised (by Optimum) again to switch back to residential to take advantage of the 1Gbps plan, so I did, but I had to go through hurdles talking to both business reps and residential reps to get the switch done, order was put in Nov 29, installation happened on Dec 16, and they wanted me to call the business devision to cancel after the residential installation was completed, so I did, and they managed to want not only an additional month of service paid, but an additional $50 on top of the normal promotional rate claiming that the promotion ended on Dec 7. Technically I initiated the order way back on Nov 29th (shown on an order confirmation email), I shouldn't have to pay an extra month, let alone the jacked up price. But I did anyway (with the previous promotional rate), just to be accommodating because of Optimum's complex switch-over process from business to residential, it's not even my own mess, they created the mess and wanted me to pay for it, I'm simply speechless.

call me from the USA not India or where ever

12-28-21

I called the Optimum retention department this morning approximately 8:30 am to see what promotions were available since Verizon FIOS was having a good deal and my previous promotion period with optonline was expired was up.
Spoke with a nice young lady named Keisha and she helped me with the promotion which is 300MB speed and total before tax is 54.99 per month for 2 years.
In the conversation to Keisha today I just wanted to be certain that it was for 2 years because a couple of years back I was told the same thing while accepting a promotion and found out that it was not for 2 years as told by the agent upon expiration. Keisha assured me (with some hesitancy in her voice) that it was for 2 years as stated and put me on hold while she set up the changes.
When she came back on the line we spoke of the changes and I asked again about the 2 years since I was once told differently in the past.
She said: 1 year, (then hesitated and said) I mean 2 years. So I asked 2years? and she replied "yes".
At this point I was a bit neutral in my thinking and ended our conversation accepting the plan.
I then received a conformation email from Optimum at 11:02 am but it said nothing about the time period so I was a bit perturbed and called back the retention department and got another nice young lady who looked up the account and told me that it was for 1 year only and that promotion was expired in September and Keisha had made a mistake.
I told her that the same thing had happened to me before at Optimum and she said she was going to get Keisha on the line, to no avail...
She started fast talking me and I stopped her and told her that I wanted what I was told and I do not want the same thing happening to me and asked for a supervisor. I was put on hold and the supervisor never came on the phone so I hung up.
Needless to say I am an unhappy customer and I've been a customer since 2002 with Optimum internet and I'm hoping that somebody at Optimum will give me the Optimum 300 promotion, 300MB plan at the 54.99 + tax (5.00 extra without auto pay included at the 54.99) for 2 years.

Greg C

Account # [protected]

My account is being overcharged. I am a senior citizen on a fixed income. I agreed on a bill of 208.56 per month that's what my bill is and has not changed until this month without any notification.

I received this month's bill with an increase of 98.44 in which I did not order anything, no movies, no assistance, no equipment nothing. I did not owe anything outstanding on my bill other than the current month which I have already made payment. Therefore, I do not understand?

Why I would have a balance of 98.44? for what. You can not just apply charges. As I indicated above I am a senior citizen with a fixed income I cannot afford any additional fees without notifying me in advance of them!

I just worked out this plan with a representative in your office. My account is [protected] the name on this account is Linda Dennis. Please help assist as a complaint was filed with the BBB office to follow.

This is the THIRD time I will need to call Optimum to contact optimum because I still can't access my email on my computer. I can open up by bill but can't get emails. I've tried three different web browsers and two different computers. I can get my emails on my phone but this is not convenient for answering business emails etc. or the manner in which I want to answer some of my emails. When they contact you, they send you an email, which I can't read on my computer, or by phone. They leave a number to contact but if you are not prepared with pen and paper in hand, they go so quickly, don't repeat the number and there is no way to repeat the message. All in all, I don't really think they want my business any longer. Also each time I call it generates a NEW ticker number! Do they even know of the existing ticket numbers and continued problems that exist?

This is an ongoing problem. I have contacted Optimum twice. They have issued a repair tickets twice within 4 days and nothing has been resolved. I can sign into the optimum web site but my emails do not load. I have tried Google Chrome, Firefox, and Microsoft Edge. I've cleared my cache, checked for viruses and errors on the system. My BRAND NEW Computer is clean. The same issue also occurs on my old computer. I've been told AGAIN I will be contacted within 48 to 72 hours. That means it will be about 1 week without access to any emails!
The only reason that I am still with Optimum is due to the inertia of migrating my emails Optimum to another site. That will no longer be an issue when I can access my emails once again. I will also be switching to another provider all together. I hear there is a new fiberoptic cable in my neighborhood by a competitor. the $300+ I pay each month for Optimum is a waste of money.

Optimum - Technical Service
Since Monday, Nov. 29 2021 I am trying to have Optimum disconnect internet service from my house. Numerous calls with customer service reps. and tech - 11/29, 12/01, 12/3, 12/7, 12/10 about disconnection of the service. Only what we had back are promotional calls from Optimum about better price. I do not want to have Optimum service as I mentioned this on my first call to Optimum. Looks like Optimum is trying to postpone our disconnection in order to charge me for another month. I stopped using Optimum service since 11/29 as we have different internet provider. I was scheduled for the disconnection on 12/08 and when I called to check on my status I still did not have a reliable response. I am not sure what should be done in order to disconnect my internet service. I have my own router and I disconnected this router on 11/29/2021.
Sincerely,
Yevgeny Gorodnitsky

Since Monday, Nov. 29 I am trying to have Optimum fix our prime cable box (Altice)- we cannot watch any TV through it.
Online chat-session, numerous calls with customer service reps. and tech. service reps, three service calls to our home - the third is tomorrow Dec. 03.
Time wasted almost a whole week, waiting and making calls. I had to cancel numerous personal appointments .
Apparently it is "just" an issue of registering the box on our account, which was not done properly at the time of installation.
I had, so far, four days of canceled personal appointments and plenty of wait time at home.
Is there a way to escalate this service issue within Optimum and either get this box working or get a new box.
I see from other complaints on this Board that some compensation was given be Optimum. How do I go about that?