Optimum – Page 2

i have had trouble with my internet in Midland since i got here. 3 times in 1 months period! this 3rd time, i have been without internet for a week and 2 days as im typing this. they told me on Saturday, as a technician came out to trouble shoot it, that they will have to send someone else out here to fix it. and since they are coming from out of town, they wont get there until Friday, which is today. i called them yesterday, actually they called me. To verify if I was still without service. and i told them of course. you guys have some workers coming tomorrow to fix it. the guy told me there was nothing in the schedule or notes of that. so now thery are sending another technician tomorrow to check the problem...100/10 would not recommend!

I was paying for 1gig until today July 17, 2023 from the beginning of the year. After complains about freezing or not connectivity, I found out I was receiving only 100mbps from this company. It is a shame that we have a cheating company when we really needed internet so much. Now I am looking for a better service and an honest company. Or maybe I have to stick with the cheating company? Miro (07940)

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Now we will proceed with some troubleshooting steps. If that doesn't work I will go ahead and look for the available option. Are you comfortable troubleshooting?
y
First lets check the wires on your Gateway/Modem. Can you make sure the wires are in good condition and that they are securely connected to the device? I' wait while you check.
Hi confirming we are still connected, do you need more time?
y
Please unplug the power cord from the wall outlet OR remove the cord from the back of the device. Count 10 seconds, then plug the device back in. It will take 3 to 4 minutes to restart and we can check to see if we have resolve your issue.
wires? its a you problem my end is always ****.
I can totally understand your situation.
its been restarted. check you end and report back the numbers you get. latenscy is crap
Whether the router is optimum issued or its your own router?
opt
Thank you for confirming. I am working on it.
It takes up to 4 minutes for the reboot to complete. Please bare with me.
k
Meanwhile, I would like to thank you for your loyalty been with us! And also, I would like to remind you that you can visit us at optimum.net and log in with your Optimum ID and password to view your bill, change/reset passwords, make payments, schedule payments, manage appointments, and much, much more.
after its complete
I am making some changes from my end.
Could you please check if its working fine now?
k
Thank you. Please take your time and let me know.
Hi confirming we are still connected, do you need more time?
still working on tests here
Now, let's reboot the router. Please unplug the router from the wall electrical outlet, wait 5 seconds, and plug it back in.
Let me know when you see the lights on the router, please.
just wait till im done here
No problem. Please take your time. I will be waiting for you.
what is the upload speed i have
Let me check.
20Mb.
is there any upgrades withOUT price changes
Let me check further.
I wish I could do the same for you.
If you want to change the plan the price will change.
no ty, I believe the mbs is working better. There were serval latency issues and droppen packets over the last 24 hours or so. I suppose Ill keep monitoring it through the week.
Thank you for your help.
I can totally understand your situation, how you must be feeling at the moment as I'm also a customer and I know how it.
Your understanding means a lot.
Have a Merry christmas and Happy new year.
Same to you.
If you still face this issue you can visit the nearest optimum store and swap your modem for free in a same day.
Once you got the new modem please contact us back so that we can activate the same for you.
We are available 24/7 to assist you.
Thank you for contacting Optimum. Take care.
Welcome to Optimum Chat, Rick! I'm Allie, your virtual assistant.
In a few words, describe how I can help, or choose from the list of topics below
Troubleshoot internet
Checking if there is a service outage in your area.

One moment please...
There are no outages in your area at the moment.
I'm currently checking your equipment, one moment...
I can see your equipment is online. What issue are you experiencing?
Slow speeds
I would like to try resetting your equipment from my end.

This may disconnect your devices and interrupt our chat for just a few moments, but we'll automatically reconnect once everything is back online.
The reboot should take 3 to 5 minutes to complete. Are you ready for me to start now?
Let's Start
Great! I'll start the reboot process.
I'm having trouble with your equipment. Let's get someone to help you.
While I connect you with an agent, here is the information I have about your account.

[protected]
Rick Murek
[protected]

9 ARNOLD CT
POMPTON PLAINS NJ 07444
You may receive a customer satisfaction survey via email after this conversation. Your honest feedback will help us to continually improve.
You're connected with Amelia
Hello Rick, thank you so much for contacting Optimum customer support. I would be more than happy to assist you today with your internet issue.
Could you please brief me more about your issue so that I can assist you better?
Hi confirming we are still connected, do you need more time?
Latency issies on your end. My side is 100% moden back is killing the service. Please do the leg work on your side and reset, regen or whatever you need to do. Tell me after your finish and ill run my system check on my side. High latency the last week or more.
Just to be on the same page you are facing no internet issue in all your devices?
Ready my message again.
I'm sorry you've had to deal with this. I know this has been a challenging experience for you Rick. Be assured I will resolve you issue at the end of this conversation. We'll figure this out together.
Just to be on the same page you are facing slow speed internet issue in all your devices?
Stop messaging me until after YOU DO MORE DILIGENCE ON YOUR SIDE, NO GO, FIX THE ISSUE
Rick, I can totally understand your point. But I am just assured the issue from my end.
Are you getting this issuein your whole home or some particular area?
Get a smarter supervisor please, your not learning
Be sure to send me the survey for your work
We definitely do not want our customers to have that experience. Being a customer myself I can imagine how difficult it must be for you

Please rest assured I'm here to support you, and together, we'll work through this issue.
Before moving further shall we quickly check if your email address and contact information is updated or not? Could you please help me with your preferred contact number and email address and if it's not updated then we can quickly update them after completing the verification process.
The email is the same as the information you'll find. In my login profile, get me a supervisor you're not capable of solving a problem
Get the supervisor
Have you contacted a supervisor
Are you having a hard time getting a supervisor or am I not making myself clear?Get a supervisor please
Should I return the equipment and cancel the service? Or are you going to get a supervisor on the line now
What is your name for my reference
i have already discuss your issue with my manager. He would suggest you the same thing.
Provide me your name and the name of the supervising manager
To proceed could you help me with your registered contact number or Email?
What is the email that I am logged in
What is the number I am calling from
What is the name of your managing supervisor and your name again?I am asking that same question to
Please answer my question again for the third time.I am asking you.What is your name and the name of the managing supervisor
Please answer my question and stop delaying this chat. You are not moving forward, you are negligent?And this needs to be brought to the corporate office
Rick, my name is Amelia.
What is the name of the supervising manag
Sorry not able to give you that informatation.
Who is the supervising manager on duty for you?Amelia
You have refuse to provide service and at this point I am requesting that you provide me the end of experienced survey so that I can rate you and forward this message over two corporate while I am on my way to the oakland office here in new jersey
Please allow me amoment.
I am still waiting for you to provide this. The end of experience survey so that this chat is can be discontinued after the content has been copied and moved out. I am very unhappy with your professionalism and your ability to solve a problem.Once again, I am asking you to please provide the end of experience survey as this chat is now no longer effective
I will transfer you now. Have a great day.
Type a message...
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I was billed for services I did not receive for over a month and denied a full refund for that time period. The facts are listed below:
1. On 2/25/25, I woke up to a house that had no services – no Internet, no Cable tv, and no landline telephone.
2. On 3/26/25, those services were restored.
3. I am on direct billing and:
a. On 3/9, was charged $466.50 for services from 2/23/25 – 3/22/25 – 28 days, of which I had no services for 26 of those days.
b. On 4/6, I am scheduled to be charged $503.12 for services from 3/23/25 – 4/22/25, 31 days, of which I had no services for 3 of those days
c. In total, I paid for 29 days of services which were not received and would like a credit for what I was charged for those days.
4. By my calculation, I should be receiving a credit of $433.18 on the first bill and $48.69 on the second bill, for a total of $481.87
5. I was told I would be only getting a credit of $300 - $181.87 short of what you charged my account.
6. I have yet to receive any refund!

I have tried creating an acct. with no success. Looking at my card and entering my ID# T9910520001 it gets rejected. I do not find any other acct. info on my card. When trying to use my card for over the counter purchases it won’t work. Your site info is hard to understand. Please advise.

On or about the 10th of January, I turned out TV on to watch NBC. I get this message telling me that if I want to watch NBC now, I can go online to another company. For seven days, I can get free connection. After that I get 30% of this FEBU or something like that.
I am already paying more than I should for the few channels that we watch. I don't speak Spanish, or buy from QBC channels, but thanks to some person or persons. I am told that this is my package deal. Where we live there is only two choices for TV or internet. I either have to pay your high price or go with ATT.

To say, you have a monopoly, is an understatement. We started with Suddenlink several years ago. When Optimum took over, we were told the service would be better. So far it has not happened. The only thing that has increased is the price.
There is one of your companies, control boxes, leaning up again my fence and has been for over three years. Whenever one of tech, come around, I show them this box. For over three years, I hear the same statement. That not my

During hurricane Helene the cables for Optimum service were damaged and downed. This was 27 Sept 2024.
Since then we have had two messages from Optimum via text. The fist saying ‘Service is restored’. The second on 14 October saying we’re aware of an outage.
Since then there has been ZERO communication or indication of service restoration timeline.

opened chat box. The problem continues to be when i open an email i can read it fine, but when I print it, the email menu box blocks 1/2 of the email so I can only print 1/2 of the email. The first chat box guy said he wanted a picture so I did a screen shot and sent it to him. He then said Optimun does not help customers with email problems anymore. Wow. The second guy gave me the number to billing which I called. Once I explained the issue he said, Oh this is billing so we can't help you". I got back on the phone and ended up with billing again. This poor lady said that her manager would call me back in about 2 to 3 hours. I've heard this before and no one ever called me. Wow. What is the issue with you guys?

File complaints against customers. Services. Past few month about information to. My client bout credit on bill. Refund. Back. On card that was auto. Pay)

My. Name is lawrence castle attoney of law) will. File against

Customer services. We. Will. File complaint nys. Customer board next few. Months) my. Cilient. Was giving fasle.Informations. Each.

Customer service they gave him account number #.[protected])

They told him that that refund will. Be back. On card 3-5-business day)

Thank. You.

5/24/2024)

Internet service goes down this morning for more then 30 minutes. I'm in a trade, lost service and consequently $3k. (Less) Optimum customer care doesn't care at all! They're chat trained service personnel says they understand, apologize, etc...They don't care, they don't have to; they're the only provider. Their service sucks and they're expensive. Last month a bill was passed that claims regulation will now be done by the Feds over internet throwing it in the same arena as water, gas, and utilities. Until this point We the People have never had an outlet to file a formal complaint to support and remedy our plight. How the hell is that even possible? What's happened to America?

outage.. call line says utility to blame...yes you are the utility your cable has been the the only one since wednesday.it is into and strung across the street where hundreds of cars are running over it.It seems like all the claims that are made on your WV ads are complete false hoods since all we get are lies and then when we call during normal business hours we get someone from the far east that has no idea what problem might be.

My name is Miriam Brenn, and I am writing this complaint in behalf of my 99.5 year old mother, Maria Taveras, residing at 1410 East Avenue, Bronx NY 10462.

As I mentioned, my mom is 99.5 years old, due to her age, I got cameras installed in her apartment to monitor her at night. Uninterrupted internet service is absolutely necessary in order for the cameras to work. Since we signed up with Optimum, the service has been poor, but for the last several months, it has gotten worse. I keep calling customer service, a technician is sent to solve the problem, but the problem never gets fixed. The technician most times gets the internet and TV to work, but only temporarily. It works for a day or two and again there is no service.

Every technician that has come to work on the issue tells us that the problem is from the main feed box located outside the apartment, the problem has never been from any connection inside the apartment. Each technician tells us that he is going to file a report explaining the problem department in charge of that problem area, so they can send the appropriate crew to work on the outside box and fix the problem. This problem has been going on for months.

Last incident happened last Friday, March 1st. we have had no TV and no internet service. We called Optimum customer service and reported the problem once again. I was told that the soonest the they could send a technician was Tuesday March 5th. The technician, Sheldon, came on Tuesday and said that there was nothing he could do because the problem was from the main feed box outside, and that another crew was specialized to fix that kind of problem. He said that he was going, yet again, file a report and submitted to the proper department so they could send the right crew to fix the problem.

Today 3/14/24, I spoke to Willie, Sheldon's supervisor, regarding the problem. He told me he was going to call the department in charge of these type of issues and ask them to expedite the process. I explained to him how this problem has been going on for many, many months and that we depend on the internet service to operate the cameras and be able to monitor my mom during the night time.

In conclusion, Optimum's reluctance in fixing the TV and especially the internet service not only is unacceptable, but it is putting my mom in dangerous situation. If my mom falls during the night hours, when she finds herself alone, we won't be able to call for help and could cause fatal consequences considering that my mom is almost 100 years old. She could also walk out in the middle of the night, since she confuses day and night due to her Alzheimer's disease and advance age. Until we could find a companion to stay with her at night or find another solution, we depend on these cameras to be operational at all times so we can monitor her movements around the apartment. In order for the cameras to be operational, the internet service has to be working at all times.

I am also filing a complaint with the FCC because I want this situation that Optimum is putting us through, to be documented. If my mom falls, walks out of the apartment at night, or any other emergency happens and we are not able to help her because the cameras are not operating due to no internet service, I will blame Optimum for their reluctance and failure to fix this long existing problem.

I am praying that Optimum care of this technical Internet and TV problem at my mom's residence immediately, it is a safety issue.

MB

I am a subscriber with Optimum. I was on and off having internet service from January 9th through the 18th,2024.

After the assistance of the advance techs and 2 new modems, I still had no service. A visit to my home on the 18th of January seemed to have resolved the issue.

I missed a day's work on January 10th because i did not have internet services.

I requested a credit, and was offered $80.00 which I do not think was enough for all of the inconvenience and loss of a day's pay.

I am requesting an increase in my credit.

Thank you

Email: [protected]@yahoo.com

My tv and internet service suddenly went out Friday morning. I check online and see there’s an outage in my area. That night, I see several Optimum vans outside my apartment building. They left and the outage remained. I reach out to customer service only to be told crews are working to resolve it asap. Saturday comes… still no service. I reach out again to customer service to be told the same message. No info on why there is an outage or an ETA on restoration. It’s going on two days with this outage. This is ridiculous for the high amount I’m paying for service. It’s time to switch providers.