Optimum
Reviews and Complaints

We have had an issue for the last three weeks that began when I called to set up an online account for my mother-in-law. The representative said it would be no problem to take her existing id from my own account and put it on hers. While doing this, he transferred all three of the ids and wiped out my online account. My husband and I lost our email accounts. After 3 hours and 4 representatives, and being disconnected twice, we were finally connected to a representative that got our accounts restored. When trying to get our ids and online account fixed a week later, our email accounts again were disabled. For two nights and 4 hours each night, we were told it had to be escalated to a higher level. Now it's Friday, and we were told that it needs to be sent to another level that only works 9-8 M-F. We were finally told it is because they don't support Optimum.net. I am beyond angry. I just wanted it to get fixed so I could pay my bill. Now, I am at a loss for my email account. I feel like we have been given the runaround and am furious. We had asked a number of times to speak to a supervisor and could not connect with one. A supervisor did call me at 11:49pm!

There is no single date related to the numerous issues I have experienced with Optimum LI going back to before June. I'm simply fed up. For the last two days I've been assured that a supervisor would call me back by a specific time and each time that has not happened. Yesterday the customer service rep "guaranteed" that a supervisor would call me by 8:30 pm at the latest. After I went to bed, it seems that someone from "Suddenlink" (who is that?) called at almost 11 pm, but left no message. I was already asleep. Today I called in the morning, asked for a supervisor, and was again told no supervisor was available and I'd have to wait for a return call. I was told I would get a call by 5 pm. It is now 6 pm. After months of getting the runaround from customer service, it is clear calling back will be useless. This latest episode is due to my wanting to register a complaint about the myriad number of times a customer service rep has lied or a technician has made a nonsensical mistake.

An example of the ridiculous things the customer service reps say: months ago when the cable tv went out and I called to arrange for repair, the tech on the phone had me go through steps to try to reboot the cable box. At one point he instructed me to disconnect the cable connection to the modem/router. Fine. Then he instructed me to BLOW INTO THE CABLE END. That's when I realized he was enjoying making me do ridiculous things for his personal amusement. Outrageous.

As to the lie about work done: After a five day outage in July a technician arrived to determine the nature of that outage in July. He checked the cable coming from the pole and explained at length that the entire cable had to be replaced going to the street, and that we would have to wait for a crew to come because the job was too big for him to resolve. At some point after that a different tech showed up and said he didn't know why the previous tech said that, and he he dealt with a connector located on the house. Our service was restored. Then the remnants of Hurricane Ida blew through and we had another outage this month, so I called for repair service. After four days a crew resolved the WiFi loss. However, our speed was under half of what it should have been. After four days another tech arrived to look for the problem, and the first thing he discovered was that the previous tech from July - a contractor, not an Optimum tech, had reported to Optimum that he had restrung the cable from the pole to the house, despite his telling us that he couldn't do that and it would take a crew. Nothing had been replaced. That contractor lied. He was paid for something he never did. The Optimum tech who came last Sunday after I reported the slowdown discovered that no cable was replaced previously, replaced the cable from the pole to the house, replaced three outside connectors, and when the speed was not restored, concluded that our modem/router was an old model and should be replaced.

Several days later an Optimum tech arrived to replace the old modem/router. He also installed an extender, because he said the one I had would not work with the new modem. He took the other extender I had back with him. After he left, over the next several hours, we kept losing our connection every 15 to 20 minutes and kept having to go to our Wifi settings to reconnect, so I again called Optimum. I spoke with a technician who for the first half-hour or so was stymied, until I suggested that perhaps the new extender was creating the issue. He disagreed, but after more discussion he put me on hold and spoke with someone else, then returned and said he thought the extender was the problem. Sigh. He had me give him the numbers from the back of the extender, put me on hold again, and returned to tell me that was the wrong extender for the new modem/router. He assured me that he would send me the correct extender in the mail. It arrived yesterday, but the box contained TWO extenders, both identical to the one I ALREADY had that he said was not the right model. So I called back yesterday, and the person I spoke with said a supervisor would call me within an hour. He said he "cared" about my situation and would call back afterwards to make sure the issue was resolved. No one called for the next two hours, including him. So I called again this morning. The customer service rep said he could not put me through to a supervisor to register my complaints about this nonsense until I explained the whole thing to him. which I did. He tried to make excuses for the representative from yesterday. He argued with me. I got really fed up and kept asking for a supervisor. He then said none were available. He informed me that one would call me by 5 pm. It is after 6:30 now. That this company makes it so completely impossible to speak with someone to file a complaint is unacceptable. That the reps gleefully have customers jump through ridiculous hoops to amuse themselves is unacceptable. That techs who come to the house and outright lie to the client, then submit a false work report to Optimum is unacceptable.

I have no idea how to proceed. Clearly I must return these stupid extenders to Optimum, but that is secondary to having someone in a supervisory capacity listen to the numerous ridiculous interactions I've had with Optimum staff.

I lived on Long Island for 30 years before I moved away 15 years ago. I was an Optimum customer then. Nothing remotely like this occurred when I interacted with Optimum back then. I can only speculate that the new Altice owners are responsible for the egregious and incompetent service I (and many others) have experienced. I don't have any other possible explanation for it all.

Since the on start of of my service at 987 Pierce ave 10462, We have had no service of very spotty service. Regardless of the amount of calls made and excess of 20 hours on the phone trying to clear up all my issues and service request. I called up again last Thursday and till this day NO SUPERVISOR has returned and call or Email. There no relief. But the bill comes as if there was Never ever and issue at all.

It has been a COMEDY since having switched from Verizon to Optimum after relocating to Marlboro, NJ. Our family has had issues with cable service interruptions, the need for replacement boxes, unreliable internet, and most recently, default on their promotional $100 Amazon Gift Card which we were promised at service inception. After two phone calls to Optimum requesting the card, we were promised we were now informed that we no longer qualify for the card since we made changes to our "plan"--never were we told we would not qualify if made any changes (which cost us more monthly!)

It has been one thing after another, my neighbors and I are completely dissatisfied and beyond frustrated with the less than mediocre service, unacceptable business in America! WE'RE TRAPPED, Optimum has the monopoly in our area, there is no other provider to switch to but Direct TV.

I am disable, and handicapped. I called to have services installed in my new apartment as I had to move. I called optimum on july 19th 2021, and asked to have my services installed on August 3rd. I waited 3 hours and no one showed up, and I did not even get a phone call. I know a lot of businesses have a follow up call to see how things went, but nothing. I know covid might have something to do with this, but I call customer service set up a new appointment 9 times, and I asked so this install is going to happen, and they tell me yes definitely. Lies! No one showed up. So I called on August 16th and told them to cancel my install order, and refund my credit card the $220.95. still no refund. It took them only 24 hours to take my money out, but now it's been over 2 weeks, and no refund. I have all emails they sent me, and that's all I got. Please HELP!

i first called Suddenlink for internet my zipcode is 71280 . i was told that i can get high speed internet with altice/the sent me a phone! then we spent hours trying to get phone to work on my smart tv as an internet provider/finally the customer service assistant realized that we canot have internet with this device in our zip code/ i was told to send phone back and i would get a partial refund/ never recieved refund then was charged for more paments and i have never had the service and everytime i talk to someone they say that they will escalate to supervisor..I have called so many times and was told the issue will be escalated and I have not heard from them and now they have charged my account again. i need to have my payments returned to me.
optimum_logo
Hi Lori, Your payment of $252.19 for invoice 4445564 has been successfully posted. For your records, the confirmation number is ALTBMCO000317971103. Questions? Feel free to reach out any time at MyMobile or check out our FAQs. Thanks for being an Optimum Mobile customer. ****************************************** Please do not reply to this email as this mailbox is not monitored. © 2021 Optimum Mobile. All rights reserved.

Hi Lori, Your payment of $39.76 for invoice 4648275 has been successfully posted. For your records, the confirmation number is ALTBMCO000331675303. Questions? Feel free to reach out any time at MyMobile or check out our FAQs. Thanks for being an Optimum Mobile customer. ****************************************** Please do not reply to this email as this mailbox is not monitored. © 2021 Optimum Mobile. All rights reserved.

I have called august 27 2021 @ 8am and since then still my issue hasnt been resolved i want to cancel service and they told me they cant do nothing because my service is due which i explained i have reach out to you guys in email and writing letter to you and by phone and no answer no one can help me and im not paying for service that i cant use at all in my house
you change my device twice already and no service yet so im over paying for service i cant use since a storm back mid july

I rented a 48 hour movie and fell asleep went to re watch it within the 48 hour period and a code come up (VID 40013) so tried calling optimum on numerous times and either got through to someone that was rude and barely understand what I said or their offices were closed because they are only open during certain times . I repeated myself over and over again. I asked his name and an ID number or a location. His name was Mohammad Mustafa no ID number or Location which was top secret very rude...I did speak to another man named Jordan ID#URB and was told because I did not report it within the 48 hours he could not help me very friendly. Your customer service has become a nightmare whenever there is a problem. I have had a two year ongoing problem with my wi-fi, myself and my neighbors have complained constant and still there is a problem...please really wish someone could help!

Hello, I pay for TV, Internet and Phone with Optimum and on the TV /Internet there is added fees which their billing department claims are forced on them by the government. In this "Regional Sports network Fee" of $10.47, "TV Broadcast Fee" of $9.99, Network Enhancement Fee of $3.50 for total of $23.96 added to the bill. As all of these "Fees" are imposed by the company and as they are mandatory to be paid, they should be built into the cost of the service and the cost of the service as advertised should reflect these charges - which they do not. When calling to complain the Optimum staff indicate they are "Government Imposed" charges, which they are not in reality - this is providing a false perception and obfuscating the real service cost to clients and should be stopped as a practice.

I was told when signing up with suddenlink in march of 2021 that i would get a $200 gift card after successfully paying 3 months worth of billing on time. I have reached out to suddenlink customer service multiple times in regards. they keep telling me card was mailed out on july 30, 2021 and that i should have gotten it by now. i then was given the card issuer phone number [protected] and left voicmails for a callback and have not gotten one. it is now august 25, 2021 and i still have not gotten it, and will be moving september 1st 2021 which will now more than likely dely the process even longer as i will be at a new address.

Optimum advertising new deals online for new customers. When you follow the order online and pay we got another deals and different price. Trying to call them to resolve the problem but no solution. Because is the only internet company in the area tenafly 07670

I called to cancel my internet service with Optimum due to its unreliable and intermittently disrupting internet connection, returned their router/modern via Fedex per their instruction, but two days later I received an email that states $180 to be charged by month end. When I logged in to my Optimum account, it won't allow me to see the details of the bill, saying only the primary user can view it. I called multiple Optimum customer service numbers that all led to the same place asking for my credit card or debit card to pay the final bill. Apparently, they cut me off from the regular customer service and left me no option but to pay the bill, which appears to be the money for unreturned equipment. This leaves me no option but to pay this fake bill, as I forgot to cancel the auto pay option. This is how Optimum is treating their customer, and very disappointing.

I had wires down. I called optimum. They said it would cost $80 if it was not theirs. After I called Verizon. They said of course we will send someone-free of charge. We just want you to be safe. I called Optimum back and asked for a supervisor. None ever called back.
I canceled service and went to Verizon. Spoke to someone at Optimum who said they would cancel my last bill because it was only 1 day over. Person never registered that and only took $14 off. Called again, asked for a supervisor to call back. None did. Called again-got a ticket number because they had no notes on any previous calls. They said a supervisor would call back. None did.
Called today - finally got a supervisor. They said it's too late to resolve, my account is in collections. Meanwhile I have been a customer for over 40 years and no one ever asked why did you cancel? I have been trying to resolve this since the end of June.
Terri Mckee
[protected]

Would like to file a complaint about my service being interrupted. 5 times optimum was called and came to my house 562 Center Chicot Ave. [protected]. I had no service both TV and internet the weekend of July 16-18. I could not work from my PC. And 4times afterward Optimum service had to be contacted. I called today 8/12 for a reimbursement because of interruption of services and they offered only $35 on a $211 bill. Disgraceful, I deserve $105 reimbursement for the time that I spent with no TV or internet. My kids couldn't use there iPads, especially my special needs child. I am very disappointed with this outcome. You can do better than $35.

We went on vacation and made sure ALL bills were paid or schaduled for payment. We scheduled an online payment to Optimum and got the confirmation that it was scheduled. We came back from vacation and had 3 mailings stating late payment, past due, due now. When i checked online payment activity, the error was on Optimums part and we were chanrged late fees. Why would you do that for an error on your systems part and why would you not contact the customer rather than send nasty mailings and charge late fees. Ever since Altice took over Optimum, service has been horrible and since cable companies like to monopolize the areas and industry, they do not make it weasy to change. Horrible company AlticeOptimum.

After having a lot of trouble with slow speed on my internet, my computer technician told me I should call Optimum because I'm not receiving the service I'm paying for. I called numerous times only to be told there is a long wait and I should either try chatting online or they can call me back. I tried the call back option about 4 times. Each time they were exceptionally ignorant, hard to understand with foreign accents, painstakingly slow and repetitive, and not helpful about getting a supervisor. After hours of waiting on holds and trying to explain the issue, I finally tried the chat option with someone named Patricia O. This took a few hours as well, and left me back at square one. And she, too, couldn't connect me with a supervisor!
They finally advised me to upgrade to the $24.95 per month option so I can receive 10 mbps instead of the Altice Advantage option for $14.99 a month.
We already pay $39 per month. That means they also owe us money for the months they haven't upgraded us.
I asked Patricia to please correct the problem and match our plan to our payments. She told me I would need to call another branch for that.
What kind of company is this? So many people rely on them, and they're customer service isn't capable of basic communication and simple corrections? If anything can be done to resolve this you will be helping many, many people. Thank you for your time and service.

My telephond at home was not working . I had an error on my phone stating " check Tel Line". I called optimum after so much trouble shoot and attempts they Schedule a technician to my home.
The Technician arrived on the morning of Friday. July 23rd . He checked the phone line and the electrical panel. Finally he told me it may be a problem with the phone line but optimum no longer trouble shoot phone lines and everything is now remote. He suggested I will have to call an electrician or I can plug my main phone into a moderm which I have . I got a bill for 80 dollars stating the Technician claims he did some wiring which is not true. He did nothing, no wiring. I cannot pay for service that was not rendered to me. This not right and I will like a through investigation and the service fee credited back to me . Thank you
Gloria

Hi I am a Optimum/cablevision customer for 20plus years. I have lived in two residences. I currently live 36 Woodland Ave Manorville ny 11949. Sometime the week of 7/12/21 optimum was on my block adding new lines for homes that were newly built on my block. I am the first house on block and walked over to one of the workers because I had been experiencing a lot of loss with internet and asked if it was do to them working on lines. He assured me that it was and suggested that I call to upgrade to fiber optics that are now being offered. I was very excited and immediately called for an appointment. I was able to get one for 7/19/21 between 8a-11am.

Around 930am the technician called me to advise that he is running late due to a flat tire and would still be by. I completely understood and said no problem.

Around 130pm I called cable again because still no update. They assured me that it has been updated to 630pm. I said they still come that late they assured me yes. Well noone came and no call to advise.

Next day I called at 8am lodged complaint well where do I begin...first of all the call center has no clue what they are doing and do not know how to communicate. They are constantly putting you on hold and you basically get a run around answer. I wanted cable to do the right thing and promise me an immediate appointment and the customer service rep was giving me a two week appointment with an unaccommodating time. I said I want to speak with a supervisor and was told there were none there?I cant believe you have a call center running with no supervisors at time of open?He assured me someone would call me back in two hours noone did. I called back got the same agent and he says I told you 2-4 hours..I wait again no call back.

I go home because in the meantime since monday my cable was suspended because they were going to upgrade my service. I stayed one hour on the phone with an agent who was very pleasant to deal with and I just said please reinstate my cable I do not want upgrade.

Today three days later(7/22/21) I get a call from a supervisor who says how can we help and proceeds to put me on hold 4 times for whatever reason because at this point he is not offering me anything. I get frustrated and say I do not want anything from you I am going to cancel my service and let everyone I know that optimum is not a company anyone wants to deal with.

I dont expect anyone to respond to this email but in the event someone does read this you really need to start out sourcing your call center and start to use customer service. Your service is not cheap.

Thank you
Anna Guardi [protected]

On March 6th, the cable service to the house went out. The technician came on the 7th and said the drop wire needed to be replace from the pole. On June 6th, the cable service went out again. Calls were place and they said there was an outage, but the neighbors had service. On the 7th we called and an appt was made for 6/8. The cable wire was not grounded properly and was pieced together and not changed as it was explained on 3/7. The cable wire over-heated and damaged the vinyl siding on the house. We have called more than 30 times to get someone to inspect the damage. An escalated ticket was created on 6/12 and we were told to expect a call within a week. We are still waiting 4 weeks later. There is never a supervisor on call to speak with. My mother is 80 years old and was told by 2 electricians she is lucky the house did not burn down. Optimum does not seem to care. She just wants her house repaired.