Optimum

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.

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.

First i called at 11:57 am on January11, 2023 the first rep did not listen ni told i had a Dolcis 3;1 modem also a Wi-Fi 6 not only that i was plugged directly in my computer with a cat 8 that run beyond fast he continues to tell me my equipment was no good after i explain to him that i just up grade it!

I don't who you hire but you need to FIRE them and get New employee's!

Now that he finally got me a Stuper riser Name Victor does want to give his ID # place the phone down & left it open for ton hear what's he having for lunch with NO HELP in site who hires ppl to get free money? What company practice is this? No help on hold that is exactly why ppl customer leave and never come back!... Still on hold while I'm typing this to you. Still hear everything he is not doing as a supervisor insane how you deal with a customer for 3 plus years might have ask a simple question to refence his knowledge of modem hard ware

that he can trouble shot but his lack of shows the ability to do his job!

Still on hold he finally place me on mute. so as not to hear what he is doing on the other end! This lotacris to be on the phone & on hold for more the 1 hour plus now he open the line to hear if i there yes I am still waiting for some ASSIST PLEASE!

It is now 1:10pm THURSDAY JANUARY 11, 2023 when is going to help me?

I have noticed in the few past months that the females (sound very young) doing the weather forecasts in the morning hours (5am-7am) have been (1) going off topic of forecasts (2) speaking to slow that they and are being cut off before forecast can be completed. This is EXTREMELY annoying. I have never seen it happen with Rich H, Alex C. I hate making this complaint since the weather has been male dominated but being an Optimum customer since it first started in the 1980s as I was just starting my first "real" job please help these women so they can be as good as Rich Hoffman and the others.

I have been lied to by several people working for mobile.For that reason i returned a brand new unused phone...Your customer service people are horrible.Im being charged for an activation fee,and i have never touched the phone...I spoke to a man named joe and he sent me the return label,and when i told him what i had been through he said he would make sure everything would be refunded as soon as the phone was returned...Another lie...I need someone that understands english...We are loosing alot in translation...Janice pacifico again im on hold for a long time to speak to a represenative...Hate this very poor servicee this is going on since i was lied to on black friday.

Account # [protected]

Upon receiving this box, I did a self-install procedure. Nothing works. Called for technical support on December 1, 2023. An appointment was made for December 6, 2023. I realize by no connection I could not even print. Upon that, I also realize I could not get online for a college course. I request an earlier appointment. ON December 2, 2023, a technical support technician informed me that I have to wait until December 6. Since I was informed what I have to do, I feel as an 18-year plus month customer this type of conversation was not appropriate, and I do not have to do anything. I am paying out of pocket for internet. I just want an earlier appointment for my online course. On 3 December, I was promised a return call at 3pm CST, no call. I just cannot believe that there was no way of receiving an earlier appointment due to a college course.

Imagine not having access to your commercial email account for over 1 month.

That's the issue.

Been in communication with Optimum service and internet reps at least 15-20 times but problem still exists.

Specifically, the problem is that subsequent to entering a valid userid, password and exercising the submit button, the system responds with the following error message:" ! We're Sorry. An error has occured."

I've used multiple browsers, devices and reset the password multiple times but the problem remains unsolved.

My 1st complaint regarding this issue has been marked resolved. IT IS NOT!

Somewhere in the code is a command to spawn the error message " ! We're sorry. An error has occurred." This error message was purposely written into the code when a specific set of circumstances exist. Determine what that criteria is, why my attempts to login meet that criteria, and develop a fix. I've successfully used this id for 4 years prior to this incident.

I have 500Mbs currently and I requested an upgrade on 24 Nov 23 to 1Ghz and optimum agent said it would happened immediately, which it did not, as a matter of fact it went down to 300Mbs and connection then dropped for an hour, Optimum showed my speed 1G and no outages, but after resetting modem several times It came back up, but still only 300Mbs. Went on Facebook to get them to reset it back to 500Mbs, but they they told be there was an outage in my area and the problem would be fixed? I said reset it back to 500Mbs, but they needed MAC address of modem? Why don't they have this data since it is their modem? Went to office in Franklin NC and I told them to cancel the upgrade, but she said she could she could not do that ? Got mad at her and said "YOUR WORTHLESS" and left. Internet outages from Optimum have been going on for over a year and they always say to reset the modem and router, but it is their problem. Why do they always want to blame the customer? Are they stupid , lazy or incompetent?

On October 31, 2023, I signed up for mobile service with Optimum due to their special that was being advertised and paid two (2) $20.00 fees for connection (I kept my same mobile phone number because I already have a mobile phone with Cspire. Also, I never cancelled my phone with Cspire). On November 1, 2023, I called Optimum Mobile and requested that my mobile phone service be cancelled because I changed my mind and have been with Cspire for over 20 years was satisfied with their service. The representative that I spoke with got my information and said that the service will be cancelled; however, on November 14, 2023, I noticed a debit on my checking account in the amount of $46.90 which is the monthly fee for the service. I immediately contact Optimum and advised that I had cancelled this service the very next day after I signed up for it. They indicated that they didn't have a record of it in their system and would cancel it on Nov. 15th. I advised that I called the following day after signing up to cancel it. They kept telling me that the phone service was not cancelled. Keep in mind, I called the very next day after signing up and requested that it be cancelled. They didn't even have a record of it. I spoke with at least three (3) representatives. Finally, on November 15, 2023, a ticket was put in regarding my request for a refund for the monthly fee of $46.90. I got this response via email:

"We are following up on a refund request. After careful consideration, it has been determined that a refund is not warranted. We are unable to provide refunds for service that was provided and not used.

We sincerely apologize for any inconvenience."

I never used their mobile service because I never cancelled my service with Cspire. I am using the same telephone number. I have been with Optimum Cable service for over 20 years and have never experience this type of fraudulent behavior. When you contact a company to cancel service and they don't do it on their end, I consider that negligence and fraudulent behavior. I am being penalized. I guess they are working off of commission or something and didn't want to cancel service when I requested it on November 1st. I am highly disappointed and will be informing the Better Business Bureau and cancelling all services with this company.

Weeks ago, I contacted your company by phone to inquire about any programs that you may have that would lower my monthly bill. I was told that I already had all the discounts that were available. So I asked, what if I canceled the internet & home phone service. What would just the TV service cost me. I was told that, If I did do that, that my monthly charges would be around $66.00 dollars. So as of today, I called your company to cancel these two services. I was kept on the phone for more than 60 minutes. while they tried to get me to not cancel anything. I was offered lower costs for everything. Why the hell did they not offer that to me when I originally called in. ITs too late now, I already went with another company for internet service. And now I am being told that my TV service will cost me over $200. I complained and they put me on hold, came back and offered a lower price. This happened several times. My last conversation, I was told that it would cost me $166 per month, but that they would give me a $45 discount for 3 months. well, I do not believe this is true, since the first email I received today said my new bill would be $ 199 per month. what the hell is going on with this company. I have been with you for many years. and do not appreciate the way I felt I was treated today. It was important for me to say with Optimum, because my wife is a retired cancer patient, and it's too hard for her to surf apps to find the channels she watches daily. I would like to know now what is the bottom line that I must pay to have your TV service in my home.

Lost internet connection on Friday Mid afternoon 10/27 and called and let them know that i lost internet connection, had been working fine all morning. Told them that there was a construction crew down the street installing cabling in the neighborhood and when they started digging i lost the connection. Optimum stated that there was no outages in my area and to give it till the end of the day to see if the service would come back. Later that evening still no service, reached out to Company again had me go through there troubleshooting procedures again after i had done them a dozen times already. Representative stated they couldnt communicate with my modem. I re-iterated again about the construction and they told me there was not outage in my area again and would schedule a service technician to look into on Wednesday 11/1. Technician arrives on scheduled day , takes fifteen minutes to diagnose issue and to find that the construction crew cut the cabling installing cabling. What makes me mad is that they could of sent a crew to investigate issue when i told them instead of waiting 5 days of no service. After it was fixed did not receive no credits or notification of the fix. I had to call to get my credits. Bad Customer Service.