Optimum
reviews and complaints

Optimum Altice
Shared Services
1111 Stuart Ave
Bethpage, NY 11714

Re: Account Number [protected]

Dear NJ Public Utilities Commission and Optimum;

Today at 2;20 PM I called Optimum at 1-866-251-4435 Customer Support. I had previous to this phone call
(1) On November 17, 2020 called Optimum to cancel the Royal Oak Construction Co. Inc account (07870-032784-01-01) as I had closed this company (in existence since 1973) as I am getting older;
(2) On November 17, 2020 I spoke to Hope from Optimum and told her I wanted to switch to Verizon as a personal account not Business Account (same address my home, 357 Prospect Ave Hackensack NJ)
(3) Hope had me stay with Optimum and even got my cell phone business.
(4) Optimum order number NJ [protected] was completed on November 19, 2020 at 11:00AM by a Optimum service man who
(a) terminated the business service
(b) took the rented Optimum Modem and connected my personal modem
(c) activated my personal internet account
I received a bill today for the Business internet account for $101.18 for service for the month of December and on credit for the ½ month of service I did not receive. I called Optimum at 2:20 today (December 18, 2020) . I first got Jerry, then was switched to Andres, then switched to Courtney, then switched to Dennis.
To each person I explained the internet service and thje modem charges were terminated on November 19, 2020. Each Optimum service person said it was not their job to make the adjustments and the last Optimum service person, Dennis, after I explained the service was terminated and the modem was returned said I owed $22.00 and hung up the phone.

I am looking for my Business account to be terminated. The charges for December for internet and modem service on the business account to be reversed, and the ½ month of November to be credited to my personal Optimum account #[protected]

I have served as Municipal Building Inspector both full and part time, and hold the following licenses with and certifications from the New Jersey Department of Community Affairs:
Construction Official
Building Sub-Code Official
Residential/Commercial Specialist
Industrial/Commercial Specialist
High Rise/High Hazard Specialist

I am also a member of the Bergen/Passaic Municipal Inspectors Association, a licensed New Home Builder, licensed Home Improvement Contractor, EPA Certified Renovator and a Life Member of The National Eagle Scout Association.

Sincerely,

R. Karanfilian
CC: Gilles Blondeau; Jean-Claude Pagé; Anabelle Blondeau; Louis Fontaine; Claude Lamonde; Nathalie Blondeau; Pierre Comtois; Anne Joli-Coeur; Richard Hébert Main holding, Head Office
425 de Maisonneuve Blvd. West
Suite 1700
Montreal, Quebec H3A 3G5
CANADA

New Jersey Board of Public Utilities
Division of Customer Assistance
44 South Clinton Ave, 9th Floor
PO Box 350
Trenton, NJ [protected]

I made an appt but called to cancel over the phone with a recording . they are saying i called the day after appt...must have been miscommunication cause i thought i was making appt for a tuesday and they are saying it was a sunday. why would i call to cancel the day after, obviously i thought i was doing the right thing to cancel..they say men came on sunday and called that is not true, i never got a call, either on my cell or home phone...i think they are confusing me with someone else..i tried speaking to a supervisor but they said no . I have been with optimum for many years and have never had any problems..I deserve better..I have been a loyal customer...to charge me $80 shows you dont care about your customers..I feel if it was a misunderstanding or miscommunication...regardless this charge should come off...show me the workers phone that he says he called...im very disappointed in optimum and feel betrayed...looking to change service by first of new year.

I need help optimun cable customer service doesn't help' my property is being defaced and they don't care, i. Need a supervisor to come to my property so they can see my problem. Please contact me at [protected]
Thank you andy kutschman p s the property is located at 1403 shore rd union beach nj 07735

I have been calling into Optimum since August of 2020 and talking to them about the Apple TV devices that they suggested I purchase and how much better it is for me in our home. I have two now. I have been talking with them ever since Apple did and upgrade to their OS to version 14.0. Both units have not worked correctly ever since, lack of functionality and only on the Altice app. I have spoken with Optimum/Altice and Apple and both are useless. I have spent hours on the phone with them going over every conceivable detail of what is going on and resetting it and making any and all adjustments that they require of me. Bottom line the Apple TV 14.0 or greater does not work with the Altice app and there is nothing they will do about it. The Apple TV in the local Cablevison store is still on version 13.+ and they know not to upgrade, but for everyone who has the automatic upgrade set have theirs upgraded automatically. Apple and Optimum cannot get he device to rest to an older version of the software and so I am left now with 5 months of terrible services, poor support and very very dissatisfied. What is sad is that both Optimum and Apple refuse to replace the units with the older version OS on it, so we are stuck paying for the services that are no where near what they should be with Altice. I cannot get anyone of authority at Optimum to step in and take ownership on this - they are just satisfied with the fact that we bought the Apple TV through them but they are not responsible for it.. so there is a handshake that is not happening on the back end and they point fingers at each other. Useless support and help. I kid you not. 6-10 times on calls with them - hours at a time and getting nowhere.. and they have us contracted for those apple TV's for 18 months! so We now have 12 more months of bad service and support to look forward to with them. Every thing I have said is all documented with Optimum/Altice

I was trying to update my McAfee software that Optimum provides to their customers. It took me 2 days to finally get someone on the line that informed me Optimum no longer provides this service. My complaint is that Optimum did not notify me of this and my computer is not virus protected. My other complaint is that Optimum customer service disconnected me several times, therefore, making me call back several times. Poor poor customer service!

I recently relocated to a new residence just a few miles away. My service was down for nearly a month. I asked that the service be transferred and the rep. conveyed that if I enrolled in automatic payment my bill before taxes would be approximately $128 per month. I paid my last bill of 98 dollars and was looking forward to the new service.

I looked at my billand it is nearly 182.00. The rep I spoke to today said that I am paying a prorated amount plus the original amount. This cannot be. My final bill at the prior address was paid in full.

When I get my computer up at the new address I get a message that my McAfee has expired. I spoke to three reps. in the span of an hour. One who I could not even understand and the final one Oliver S. who keeps me on the chat board and finally tells me that I have to call another number during regular business hours because I am adding on a new service. I said to Oliver"This is not a new service. I had it previously." He stonewalls me and says "I must call the number provided"

One hour on the phone and chat just to be told "I can't help you. Meanwhile my computer is unprotected and could be sabotaged at any moment because your employees don't want to do their jobs.

As I explained to the other representative I will be seeking other 3 service provision.

The way I was treated was disgusting.

July 24, 2020 cancelled service with Optimum.
July 25, 2020 returned all equipment in perfect condition
I am now in collections for the balance owed to a service provider who sells cable, internet and landline phones all of which never worked.
I can not get a human on the phone to discuss. Sent to collection agency and they will not help.
I have made numerous attempts to reach optimum to settle this matter and am not able to speak with a human. I tried messaging the, and was give a phone number to call. This number also does not allow you to speak with a human. They want payment for a service that did not work properly for years!

I requested for my service to be moved, optimum canceled my service and installed a new service at my new home against my wishes and request. I've spent countless hours on the phone with every department trying to just get what should be my only account moved to my new address

Had this protection for years then 9 days ago I did not have it. I spent 3 hours last week with 3 different calls to Optimum that my McAfee internet security was not available, something that I have had for years with optimum. There was also 3 calls where after 25 minutes I got dial tone, they always ask for my phone number but I never get a call back, The other day they told me to call McAfee and I spent 45 minutes with a tech who took over my PC and said it was a problem cause by Optimum and they have to reinstall your McAfee. I called Optimum again yesterday and after 1 hour they said I have it on my account but they are not sure how to get it back. What am I paying for the service is the "WORST" they don't care.

On 5/18 2020, I called Optimum to make changes to my account. I was given a 1 year promotion on prices. (See attached emails). The HBO and DVR charges were set for 1 year at $10 each each month. The very next month, HBO was increased to $14.95 and DVR to $16.95. I did not realize the price had changed until I recently cancelled HBO and DVR to save money. I expect Optimum and honor their commitment to me and refund the overcharge for the 6 months I was overcharged. I called billing today and they refused to do anything and told me to make a complaint here.

I have had service in the same location for the last 18 months or so. My internet service has come to a screeching halt. My wifi in my home no longer connects, and when it does I have a "weak signal"... I sit next to the modem and router and they have not moved more than 3 feet since I have been here. I think it's a ploy to force me to upgrade service. Furthermore, I called to complain that my internet went out, and was forced to sign up for a service plan or I would be charged an $80 fee to have a tech come out. I came to find out, that a tech came to install internet in a different apartment, and took it upon themselves to disconnect my line. Which I paid to find out and was not reimbursed. Optimum has turned into a bunch of crooks.

I called customer service to report an issue with one of my Altice mini boxes. An appointment was scheduled for today, Thursday, November 12 between 11AM and 2PM. The technician arrived at about 1:45pm and replaced the existing box with a new box.

During the setup of the new box, there was a server outage at the provider's end that prevented the completion of the setup. The technician left at about 2:40pm before the setup was complete. He gave me his cell phone number, asked me to follow the setup instructions on the screen and call him if there were any issues. I tried calling him twice and received the following message "The cellular customer you are trying to reach is unavailable". I also followed up with a text, to no avail.

I contacted customer service 4 times trying to get assistance. Three times my call was "disconnected". The fourth call ended with a new appointment scheduled 72 hours later (Sunday, November 15 between 10am and 8pm). The customer service rep was not willing to transfer me to a supervisor and, once again, my call was "disconnected".

Four hours later the technician is unreachable, the new box is not set up, I have to wait 72 hours for another appointment and I have no recourse to report this unacceptable behavior.

I can be reached at [protected].

11/08/20 Your technical support said they needed to send a tech because they had to run a new cable Which was a lie. Upgraded to 1GB so now I get 250Mbs down... SAD. Optimum is sending out techs to plug in modems during a pandemic and charging $60 on top of that. You sent someone to my home and endangered my family so a tech could plug in a new modem use my bathroom and leave, So you could make $60. I don't know if I should be calling a lawyer.

Why don't we have access to OANN ?

I will be reporting to the BBB.

Not only do they not notify you when your payments don't go through, they then lock your online portal so you're unable to pay online and actually see what you're paying you're. You're circumvented to their IVR system that spits out an arbitrary number. This is a blatant attempt to tack on late fees and steal from their customers.

On top of that. Don't think you'll get any help from any of the customer service reps who keep you on hold until they think you'll hang up. This is the worst customer service experience I've ever witnessed. It's an absolute crime and they should be penalized.

My seasonal rates ended in May 2020. Because of the virus we decided to stay in Florida and not return to NY. So, we call into Optimum many times could not make a connection. The hold time where an hour Plus and when we got someone we where hang up on. After all this we forget that this account was automatically deducted from my Credit card and the amount of $226.00 a month for 5 month for a total $1130 was charge to my credit card. Once we caught the mistake, we call Optimum and got the run around. We then requested to speak to a manager, so we could come to a solution with the billing of non used services and was told a manager will call us back. No call back. After many calls to Optimum we where about to get the service back on Seasonal rates. At this point, we wanted to cancel the services, but not before transferring our phone number which we had since 1970. After, amonth of going back and forth with Optimum and told the Phone number was released. I'm still working on this.

My name is Sally Wilson. My phone is [protected]. On 10/24/20 a service person came to our home to connect us to fiberoptic Alice service. We waited a long time for this appointment. We are going this route because our line keeps dropping every 15 or so minutes. 3 members of this household are working from home or schooling from home full time. My husband in a school teacher. Today we noticed we have no phone or TV service. When I called I found out that our service was disconnected even though we were not receiving the connection to fiber. Why was this appointment ever made? I was then told your sales department is closed on Sunday and we have to call back tomorrow at 8:00 am on 10/26 to reconnect our old service. So for us who start work and school at 7:00, we should tell our school and employers: sorry I have to wait to log into work? This is unacceptable! And who knows how long it will take to get service reconnected. What company does this? The customer experience is terrible. This should never happen! I'd like immediate attention paid to this issue. Additionally, I'd like to see a credit on my bill to services that are not available. I'd like a new line to the house to correct the dropping issue immediately. Thank you.

I had an issue where I needed to stop service in one apartment and add internet in another apartment. Optimum ended up canceling the apartment of an old women in the apartment next to mine. I called 866-200-7273, 9 times and was met with very incompetent people out of the US. None of them new what to do and so they transferred me or disconnected me. I could not understand what they were saying and they did not know how to help me. I finally called a 718 number and after a short wait I was connected to Claudia 40R who within second corrected the mistake. All this took over 2 hours. Poor Claudia got the buck of my anger and was still gracious. Optimum you need to work on your costumer services issues because they suck