Optimum
Reviews and Complaints

I called on Oct 9 2020 to state that one of my boxes stopped working. They tried to help me over the phone, but it did not work. I was told due to COVID they could not come to the house and I needed to pick up a new box. I did exactly that. they told me not to worry about the box that isn't working. 11 months later I realized that I was being charged 11.00 per month for a box that was not in use. On Oct 9, 2021, I returned the box to the Greenwood Lake, NY office. I stated that I would like a refund of 121.00 because they overcharged me each month. This went on for weeks with no person returning my calls. I then was told that I owed 366.50 for a box I did not break. I asked to speak with a supervisor on 5 separate occasions and still, nothing. Today they suspended my service because I refuse to pay for a box I did not break. I ask for the report on what was wrong with the box to show what was actually wrong with it and I never received that information. I am disgusted with the customer service and the run around I have had to endure for the past 2 1/2 months. Now without internet I had to cancel my college class that I teach online. this is totally unacceptable. I have spent at least 10 hours dealing with this and I have still not received a call.
Thank you
Gerri Smith
account number [protected]

We had a appointment today between the hours of 8:00am -11:00am and no one came, when I called they told me that service changed it to between 8:00am - 7:00pm. My wife and I changed our appointments and work hours as well as rescheduling a medical appointment to 3:30pm which I had to cancel do to your company not coming between 8-11 am. Who is responsible for our hours lost? This is completely unacceptable we have been good customers for over 15 years as you can tell from our account nobody cared to tell us anything or inform us of anything your company just chose to make the decision on it's own how does that happen in a company your size?

Denise Doucette-Ginise
Frank Ginise
331 Meadowside Road
Milford, Ct. 06460
[protected]
[protected]@optonline.net
[protected]@gmail.com

No rebate, no offer of such or full explanation for compromised service: am unable inexplicably and rather suddenly to send emails from my longstanding account of 17 years. Calling customer service yielded a very unsatisfactory response 'we have some outages in your area.' But my issue has been going on for weeks now. When I asked the rep if Optimum even communicated with customers to acknowledge this, I was told they addressed junk emails returning back into in boxes earlier in October and some form of notification which the rep could not see the specifics of was sent in April...so effectively, no explanation, and yet their issues are ongoing and have disrupted and compromised service for numerous customers paying full price. When I asked to speak with a manager who might have a better understanding of my issue, I got transferred to a recorded message that disconnected me...where are you CT ATTY GENERAL? This company is behaving FRAUDULENTLY.

I have been dealing with on and off outages since September 6th. it started when we had the storm. My services was not disturbed however my neighbors was, when his technician came to repair his line they disconnected my line to fix his and they did not connect me back I had to take a few days off due to not having Wi-Fi and I work from home. then they came and temporary connected me then this past week on Thursday another neighbor had issues the technician came and disconnected me again and left me with out service. both times that i was disconnected i was told that i would have to set up appointment to get reconnected. then when the technician came in on Friday I was told that the work could not be done due to that a bucket truck is needed in order for them to give me permanent connection. i lost work on Friday due to no Wi-Fi connection. A technician came on 11/9/21 and he tried the same thing and i was told that a bucket truck was needed to correct my situation. I don't understand how can so many people get this wrong when I spoke to a supervisor prior to my appointment i told him that a bucket truck was needed to complete this work and give me a permanent fix he promised me that it was going to get done. Now I'm still stuck with out a fix I am loosing money because I work remotely. I am also a disabled vet that sufferers from extreme anxiety and PTSD and because I now have to find my way and travel into the office for work my phycologist has to up my medication in order to calm down my high anxiety and PTSD. I have been trying to get ahold of the escalation department and all I keep getting is the run around. I don't understand I have been a loyal customers for years. I am extremely disappointed in the service. I will also be notifying the BBB due to the lack of service provided.

I had purchased service for Internet and television on October 18. Technician 713 showed up to my house to install both services. After he ran the co-axle cable from the telephone pole to my house and drilled the whole set up the modem in the basement left it hanging from the wall and called a job complete. Proceeded to tell me that somebody would show up to finish running the router and give me my television box like I was supposed to have. Come to find out that he canceled my television service after I had went to the optimum walk-in center in West Nyack where they had no answer for me. I was told that somebody from the subcontractors installation team would contact me regarding the service issue. Nobody ever got back to me so again I had to contact autumn sales and purchase the television plan again To be installed on Tuesday November 9 between 8-11am. After waiting at my house during the allotted time stamp at 12:30 in the afternoon I received an email work order confirmation of the job complete. Technician 713 never came to my house never knocked on my door and signed himself in at 10:09 AM and signed himself out at 10:23 AM stating that he had completed the change of service for my house, where in fact he never even showed up. Again had to stop my day to go to the optimum walk-in center to try and find an answer where again they had no answer for me. After about 20 minutes going back-and-forth with the "manager "they send an actual optimum tech to finish the job. I cannot stress to you how incredibly unprofessional technician 713 has been. To stop a job halfway through leave the modem hanging on my basement wall without even filling the gap that he drilled into the side of my foundation. Then to proceed to have to come back to the job to finish what he had mistaken and then to not even come inside to do the job but then market as complete. Had I not cared to look at my email or perhaps if maybe I was an elderly man I would have no idea what was going on. This man is a joke and is taking full responsibility of any and all responsibilities he thinks he has. His technician license should be revoked.

Hi,

I am extremely frustrated with my service with optimum. I am a new customer, I originally requested a self-install, but called to confirm my service went through (because I did not receive a confirmation email). The representative stated it was faster to have a technician, so I had a service appointment made for 10/30/21. The technician never came or rang my bell. I called optimum, they stated the technician called the wrong number. They stated that someone would be there 10/30/21, then the office called and stated no one could come. I rescheduled for 11/5/21, but then chatted with customer service and asked for the modem to be mailed. I have waited a week for this modem that was promised for delivery for 1-3 business days. I spent over an hour talking to customer service on 10/30/21 and have spent 1.5 hours talking to them on 11/5/21. I spoke with customer service who sent me to sales who sent me back to customer service who sent me back to sales who sent me back to customer service. Each person had a different and conflicting answer. Finally I was able to schedule service for 11/7/21, but I had to rearrange plans because the representative told me the item cannot be shipped to me. I don't know why this wasn't told to me a week ago when they told me it would be sent to me. This has been truly one of the worst experiences dealing with a service as a new customer.

Respectfully,
Anna Lombardo

What I do not like is when the taxes and fees are not included with the price quote when selling a service. As a new customer I feel like I have been ripped off. This happened in the last month when I switched from fios to optimum. Now I am paying more for the same or somewhat less service. The DVR with limited storage and no time display. No chance for a customized channel selections vs standard unneeded expensive packages you offer. Your mobile service was a bust that I had to cancel in one week because all I ever got at home was NO SERVICE. I had to pay a non refundable charge for something that did not work. That was a nice rip. It would have been nice if service at my home was checked if available when selling the service. All in all I am not happy with optimum and by the way it seems your internet virtual assistant does not work well at.
John Ianni, [protected]

I have been without internet for almost 2 weeks and the first tech didn't ring the door bell (choice of 2... Bottom or top) called me instead and I couldn't answer my phone at work. I called him back to have him say that he left and I called optimum and they sent an other tech out... Well he came after 3pm and said i'm sorry but I only do fiber not coax and called his super to let him know that they need to send someone who does coax. I called optimum again at 6:20 and the service guy said he cant call dispatch to check on my call but it is still open and a tech will be there before 8:30... At 8 I called back and the service guy said the job was canceled at 6:30. I never canceled the order but your tech 16908 out of newark did cancel it.

I have used Optimum online email for years and was very happy with it. Recently they forced an update on me with no notification. My email was down for a day because support didn't seem to be aware of the change and that my old password did not confirm to the new standards. Help from support has been very disappointing.

Once the password issue was resolved and I could get into my email, things when down hill from there. The help button does not work. Support waisted my time having me clear cookies and such even though I made it clear the issue occurred wish different browsers on different computers.

My contact groups were gone and instead of being able to open a previously sent email performing a quick copy an paste, I had to add the contacts one by one. Once I finished that, I realized the groups were useless. I can not send an email to a group. Instead I need to add the recipients one at a time. Wow, I haven't had to do that since 1989!

You can no longer select more than a few items in a list easily. This is an issue with all lists including emails, contacts, etc. Let's say you wish to delete 100 emails. Instead of being able to easily highlight the 100 and deleting, you now need to select in small groups and perform several steps.

For me, this makes the email almost unusable. I can't believe how badly this was rolled out or how poorly it works.

Unused cable wires, which were requested to be removed in April of 2018 were pulled down by cement mixer . Tech took photos of wires in street not at the wires that are lying across front porch and doorway. Tech claims he knocked on door and no one was home, when in fact I walk out to driveway and he said I'm sorry for parking in driveway and left closing call. Wire pulled electrical service over dropping electrical wires lower. Waited all day for repair no one ever showed up. Police report filed.

For several weeks i have been attempting to resolve emails being bounced back to senders. Now i don't get email at all.
I have called Optimum support. Each time they tell me they are escalating.
I still don't get emails. I would like to talk to escalating department directly.
I would like this issue resolved.

[protected]@optonline.net
[protected]

I am unemployed and I called Optimum to find out how I can lower my bill.
They told me to return boxes. I returned 2 boxes and my bill went up higher then it was before I return the boxes. They gave me false information and I have been calling for months to get this resolved and there is no one to help. I also have no WIFI now. They are such a terrible company.
Who do I talk to to get this resolved.
Thank you very much
Candi Dileo

I called and told them I could not afford the bill and I have to lower it. They told me the only way is to get rid of some boxes. I brought 2 boxes back to the store (after waiting in line for an hour) and they told me it would be 22.00 cheaper each month. When I got home I had no of my services. DVR, Sport etc.
Plus we have no WIFI. I will sometimes come for a few minutes. So I called and said I did not change any of my services. We lost all the show we recorded. They added everything back on and now my bill is more. They said since I brought back boxes, I changed my services. This is such a racket. Im shocked.
I have not been paying the full bill because 1. they lied to me. 2. I cant afford it and 3. I have no WIFI.
Can this be resolved. Im 68 years old and Im not working.
Pleases.
Thank you
Candi Dileo
[protected]@gmail.com
[protected]

Today, 10/19/2021, we had scheduled an Optimum technician to come to our home in order to add a cable box to two of our bedrooms. The technician's name was Dewey, TECH#: 21913. When he arrived, he started yelling and complaining that the job will take too much time and that he had other jobs that he had to get to. One of the rooms did not have a TV in it yet so he complained about that. He said he needed a TV in the room in order to do the job. Immediately my wife went out and bought a TV for that room. My wife returned before he had completed the connection for the first of the two rooms. He complained about the furniture we had in the room and that it should have been moved before he came. We told him that we did not know what furniture we had to move, but immediately moved the furniture that he wanted moved. He told us that he would not do the connection in the other room because he had other customers to get to. I would have thought that the people who we scheduled this with would have scheduled enough time for him to complete the connection in the two rooms. When we had the initial set up for the TV, Phone and Internet, the technician that arrived that time was fast and extremely friendly. He did not complain at us at all. I want an apology from Optimum and specifically from Dewey, TECH#: 21913 for the way he treated my wife. He was unprofessional and extremely rude. I want a technician to come to our home this week and complete the job that I scheduled. Dewey, TECH#: 21913 only added the cable box connection to one of the two rooms that I scheduled him for. I want the connection completed in the other room. I definitely do not want Dewey, Tech# 21913 to be the person to return to do this job. One more thing, I do not want to be charged anything additional for completing this job.

A month ago, I called to get tv services in addition to internet AND to have my monthly bill adjusted for same. The installer came out and we discovered that they could not add tv without running cables allover the apt. My landlord will not allow this. SOOOOOO,,, I called again and talked with cust svc and (after an hour on the phone) we brought the monthly bill from $75/mo to $44.48/mo. this included bringing the 300 down to 200 and set up autopay. The next bill was 44.48. This month I get a bill for 55$! so I called cust svc... went thru this explanation again and the rep said he found the reason and had restored to 10 discount and would adjust the kill down to 44.48 with is scheduled to be taken out on 10/22. I went to my account on line yesterday (10/12) and saw NO change, So I called. The rep (Jonnie?) had a very heavy accent that was extremely difficult to understand. He said no change was made and it was correct as is. I asked for a supervisor and was told she would call me back. This never happened. I might call one more time... but I think I may just wait and pay the 10/extra a moth the take them to small claims cout at the end of the year where they will have to hire an attorney. These folks are the absolute worst and if they didnt have a monopoly in towns, they would not last 5 minutes.

I could not afford my bill. I am 68 years old and not working. I called and the person from optimum told me the only way I can lower my bill is to bring back boxes. So I returned 2 boxes after standing in line for 45 minutes.
I have been talking to these idiots for months and my bill is now higher because they said since I returned boxes so my services is changed. I did not agree to any changes except to return boxes and have my bill reduced by 22.00 a month. I need this resolved ASAP. I DO NOT have t his kind of money. Our WiFi doesnt work, our DVR doesn't always tape. Its ridiculous. Please have someone call me ASAP. Someone in the US that has authority.
Thank you very much
Richard and Candi Dileo
[protected]

Today I've called to disconnect my cable TV service. I am out of a job, and I can't afford it anymore. When I spoke with the representative and told him I wanted to disconnect. He tried to persuade me to continue with the service. I've asked him to stop convince me, and he got nasty; he went to disconnect the service and asked me to wait.
He came back, and he didn't even tell me what I should do with the equipment. He could say, my options were either dropping off or mail it. He told me where to drop off, but he talked too fast; I couldn't understand what he said. I asked him to repeat.
I've told him he was nasty; there's no reason for that. When I asked to talk to his supervisor, he said he couldn't transfer me to his supervisor. I asked about his credentials, and he gave me his first name and rep Id number or code.
Name is Leslie, rep # 4C6
He didn't have to be nasty about it.
It happens on 09/20/21, I've called around 11:48 am and I waited 26 minutes.

Ever since Altice purchased Cablevision they have been practicing shady billing practices. Lets say I am paying for a package that costs $150 a month. Instead of billing $150/ month to the account tied to the automated billing they will bill $110 x 2 one month, for a total of $220. Then the next month they will bill $40 x 2, making it difficult to keep track of monthly expenses and knowing what we are really being billed... especially for elderly people (I am trying to manage this for my 81 year old father).

In the past year I have switched from traditional optimum packages to their Altice One fiber packages. I was hoping things would have gotten straightened out with the billing, as I have complained to support numerous times about their billing practices and wanting to only see one bill from them per month. The unhelpful customer support does not comprehend what I want, or just ignores it and explains my total monthly bill as if it weren't be billed in pieces.

Now that we are switched to fiber, we don't have any coax going to the house - they removed it. But I just looked at my bill and see they are still charging me $2.50 a month for a cablecard that we don't have, and wouldn't even function if we did.

There's no point in being further frustrated by trying to deal with their poor customer support. So my options are to complain online, cancel all their services, or high a lawyer because I feel they are purposely trying to be deceptive with their billing practices.

The only way to get a competent human from their support is to ask to cancel your services so you get sent to the retention folks who will try to persuade you to stay and make deals with you. I just want 1 bill per month, and I shouldn't have to jump through these hoops to try to speak with an intelligent person, not should I have to waste hours to time on the phone.