Optimum
Reviews and Complaints

I received my bill yesterday and i8 was suppose to get a credit for 17 days of no service during the August storm. I received a credit for $49.63 which is noy enough for 17 days without any of my 3 services. My monthly bill is $220.33 and half would be 110.16 for 15 days plus 2 more days. I would like you to look into this matter I don't think I should pay for services I didn't have

I returned the rented Optimum modem in May or June of this year using the shipping label Optimum E-mailed to me. Optimum continued to bill me the $10 rental fee for the modem. I went to the Optimum store in W Nyack NY. They said I had to call Optimum. I was told I had to contact Customer Support in writing. I then mailed customer support at Altice USA, 200 Jericho Quadrangle, Jericho, NY describing of my problem. I called customer support again and spoke to a very nice lady for about 45 minutes, who seemed to solve the problem.
But I am still being charged for the modem.

Letter to Customer Support:
Hi, I returned your modem last month using the shiping lable you sent me. Enclosed is my last Optimum bill. Since I am billed each month in advance
please credit me the $10 modem charge on this bill and adjust my billing
acordingly.

Thank you,
George Emer

Account number [protected]

For over a week in July 2020, we experienced disruptions (at times, for many hours) with both phone and Interment service. SEE ATTACHED LETTER.
For one, you have to wait hours on the phone to get a representative. Secondly, the technicians are not knowledgeable and arrogant.
In our case the options were minimized to either a MODEM problem or wiring.
Based on a simple testing, I realized the the MODEM was the problem not the wiring.
The technician whom I was talking to, insisted that the MODM was fine and pushed on sending a technician. As there was no way to get help from the company representative, I had no choice but to accept it under pressure.
As I was so sure that I was right, I went to the Optimum store and exchanged my MODEM.
After I changed it the problem was gone. I notified Optimum that I no longer need the technician. I also got a followup call, in which I stated the the technician is no longer required.
I was billed for not being present when the technician showed up to the (canceled) appointment.
I attached letter of dispute to Aug/Sep payment. Nobody responded. Now I get threats that my service will be terminated if I do not pay the $80.
I fins it disturbing that customer service by Optimum is of no existence. Why would it be when Optimum has a monopoly in the area.
I am asking for my dispute to be considered.

Diana Manor

Contacted and ordered new fiber service on 9/16/20 and received confirmation install appointment for 9/30/20 between 2-5pm. Contacted customer service to confirm install today and was told there was no order. I told them I received their email stating the date and time "they" chose to do it. Took off of work for the install appointment and now no one shows.

They never answer their phones and when they do you r on hold for far extended times or they just never pick up. They charge for services not rendered and they never allow you to cancel subscriptions even on their online site. I have reported this before but optimum still steaks from it's customers and reroutes them to overseas, and we cannot even understand the people answering the phones plus bad connections.

I wrote to upper management and still didn't get any resolution. I have been a customer with optimum for over 30 years. My bill keeps going up. When I call they say my promotions ended. Last year, I finally reached someone to get my bill down by 40 dollars. Great. In january, I called them because I was going to florida for two months and heard I could get minimal service for only 40 dollars a month for the two months. Perfect. Done. When I came home in middle of march because of covid, I called to have service restored to what I had in january. It took over an hour wait to get someone. They said no problem. After they restored, I received and email where now not only was I charged more than I was paying in january, one of my dvrs did not work. I had to call again. The rep could not fix my problem and there was minimal service of someone coming to my house. As far as the upcharge, she said when I temporarily changed my service, in january I lost all my promotions. So now I pay more than I paid in january, with one less dvr. I am so frustrated. I called again, waited again, and they said only way I could lessen my bill is to get rid of most of my services. This is crazy. I wrote to upper management and within 5 days I received a call from optimum asking if my problem was resolved. I said how? She thought a tech was calling me. No tech called. She couldn't help me. This is the service even after writing to upper management. I am so discouraged and its so difficult going with another service and changing my email etc. Please help

Worst cable company ever. I moved optimum installed equipment in temporary rental which did not work they still billed me full price. The had techs come out countless times and could not figure out the issue. Weeks later when I moved into my new home I was told to take old equipment with me, which I did. The equipment wasn't "compatible" and the installation tech took old equipment and installed new boxes. Optimum is not billing me $260 for said equipment as the tech never returned it! This is almost 4 month's later. Call after call the reps are useless they are robots they don't listen and just repeat themselves and don't make sense. The keep claiming to be filling out paperwork for "lost" equipment yet billing me for it. Last rep said she would transfer me to a supervisor, refused to provide her id said she was not allowed and hung up. Terrible service and company a bunch of liars and scammers.

So far the company has not shown up twice! I had to take the day off to stay and they call me 10 minutes before their arrival that they do not have the equipment necessary to do my job. I call and they reschedule for the next day and on that day I call to make sure they will be coming and they tell me the appointment is for a week from today... This company is awful.

I wanted to get a cheaper service than verizon so I opted to get optimum and that was around mid july 2020. An optimum tech showed up which I found out later was subcontracted by optimum. First thing the tech said to me was that he has to make this installation quick that he is starting vacation the very next day, he was on the phone via his ear piece the entire time conversation with someone. He then left had not told me anything, I thought he went for a break or lunch but he never returned and I had no tv service. I tried desperately to get him back after calling optimum to only find out that they had no idea who it was that actually showed up at my house for install, they have no records of such. Also the calls you make everyone is outsourced so you get customer service representative located in south america so they really did not know what was going on. So I suffered not having tv for 5 days while I begged myself back to verizon to take me back and get this nightmare resolved, which they did. I have been with verizon all this time. I called optimum during their 30 day trial to make sure I was cancelled and that my initial $198.95 that they made me pay to have their service was returned, I asked for a supervisor whom promised it would be refunded. It is now september 19th and still waiting for my refund. I called twice more in regards to now a ridiculous bill they sent me that I owe them $497.69 and I do not have their service, I spoke to 2 reps this morning whom both hanged up on me to only tell me that I owe $497.69 and cannot explain beyond that. Meanwhile I have only had verizon and have been paying verizon ever since this awful experience and I have my bills to prove it. I cannot get this resolved no one understands and all they know is that the bills exists to them and that's all. I do not have their service, I never was able to look at their service. Their subcontracted tech left me hanging and caused me major headaches. Which now I am happy to realize because I would not want optimum service even if it was free. I am sorry for my honesty they really have no idea what they are doing. They seemed to have opened up another account under my name and charged me a bill that I do not have their service. Please help. I honestly do not have their service. I do not want them to mess up my credit report. They really have no idea what they are doing. Please if you need my verizon bills I can submit. Please email me at: [protected]@hubket.com

Thank you
Leisa anwar

Did not receive bill for 2 months. I was wondering if Covid was impacting their operations?

August 11 my son in North Carolina told me he had one of my bills and I behind in 2 months payments. He forwarded it to me August 21st.

Upon receipt of bill (August 21st) I called Optimum and they advised me that they sent the bill to him and changed my address on the account because they somehow they had a problem with my address? They did not really explain given the fact that I have been a customer for probably 20 years.

I told them sending check for the two months (August 21st).

Few days later my TV service was cancelled. Called customer service and was told will not reinstate until check received. The fact that it was their error and I was a customer for all those years and already sent the check was not acceptable to them.

Sent letter to CEO of Altice (the parent company) demanding restoration of service, an apology, and as for their unauthorized change of address of personal information a full month's credit on my bill.

Despite numerous phone calls back an forth, the best they could do was reimburse me for 3 days of cancelled TV service and provide some movie channels of which I had no interest.

On July 15th I had 2 Optimum repair people come to my house to look at my outside wiring as I was having difficulty with my TV internet service. When I booked the appointment your representative suggested we start outside as its been many years since the wires were looked at. He reassured me there is NO charge for outside work. At the time I told him No inside work is possible as no one has been in my house since the middle of March. This is in effect today - not even my family has visited. I see my grandchildren from the driveway.

The repair people raised one wire that was on the ground on one side of the house and on the back of the house they changed a fitting.
He also told me my router should be replaced. I told him they could not come inside. He suggested I have one sent and install myself.
Which I did-.
He had me sign on a small I - pad with no visible writing. The next day I get an email with an 80.00 bill on it. After many attempts I was able to make contact with your representative who told me wait until the charge appears on my bill. Several days later I called again and spoke to a representative. Nothing he can do.
After calls to Optimum made thru out July and August and even a trip to your new location in Hicksville - (30 wait on line to get a number to see representative and another 30 minutes to get in) I was told they do not handle billing questions).
Back on the phone - No one can remove the 80.00 fee plus tax which is now 91.00. I continue to pay my normal bill in July, August and Sept - all the while threatening to terminate my service. All the while bill is now escalating.
What I told from a supervisor yesterday was the 2 technicians claim they came inside and worked on the inside wiring. What I told the representative on the phone was if they came inside why didn't they replace the router as they said I needed and I had to do it myself.?
I can't be the only customer that these 2 lied about concerning work they didn't performed but billed.
Yesterday I asked that your company contact the 2 workers - that's not possible I was told. Nor can a supervisor remove this charge. So the charge remains - which I refuse to pay.
I'm a long time customer - always paid on time - all this means nothing. It's a disgrace how Optimum continue to treat your customers.
I call on a weekly basis during the month of July, Aug and Sept.
Last week I had a representative contact me from your Retention Dept who assured me my problem will be handled followed by another agent that said she would call me between 24- 72 hours and tell me the problem has been resolved. She did not call nor has the problem been resolved. Yesterday I get"Urgent notification" with an outstanding balance and a notice my service will be terminated. This is now a monthly notification-
Nothing changes only charges escalate.
So who can resolve this issue if Optimum refuses?

I switched to optimum bundle (tv, internet and phone) installed 9-10-2020. To date my phone has not been working since then. I requested the my old number from frontier be kept and maintained and they said there will be no problem. I cannot cancel my services with frontier bec optimum said dont cancel until phone is already working. Billing cycle will come soon and now im gonna be billed by both frontier and optimum (not to mention, optimum billed me in advanced)... When they did the sales optimum promised quick intallation and everything will be up and running. Ive tried calling optimum but I go back and forth with them. I really am sorry that I switched with optimum. Its really disgusting. Now I have to wait until thursday until next service repair can be done. What an experience for a first time optimum customer! Im even considering switching my 5 lines of at&t mobile phones... I guess thats not happening now...

Account number [protected]
I was not told by phone rep of $80 fee on the initial call on 7/4/2020 and optimum has not resolved the complaint.
I was told the call was going to be listened to and a mgr would call me back.
It has been over 2 months.
This is ridiculous.
The customer service department leaves much to be desired.
Please follow up and provide me an answer.
Thank you.

Internet Spade is awful my kids are missing their zoom classes and they are absent because they can't log on because of our upload and download speed and we have the 400 speed best modem router I want my money back credit for this thing and time spent on the phone being disconnected and getting [censored]ing nowhere I'm outraged I'm filing a complaint with the Better Business Bureau as well as The attorney generals office!
Tara Doherty 23 Windwood Court wh ny [protected]

Trying to contact billing for many days and the department either handup or try to pass on the information to supervisor. They have accepted the amount was incorrectly charged to my account $343.94 and no one is refunding this amount to my account.

This support from billing (Kodithyala K) should be fired as the worst support person and not even responding and keep asking the same questions.

On monday 8/31/2020 10 pm alert stating that my services has been suspended due to payment. Please be advised that I have automatic payment and last payment rendered 8/25/20 in the amount of $219.73 balance zero.
I did not request for my services to be suspended: I did call for my samsung box to be replaced after calling to inquired if something was wrong with the box. I was giving a scheduled appointment for 9/3/2020 time 11-2pm (received telephone from dispatcher that tech would arrive at 2:30 pm). A home visit was made to check or replace my samsung black box. Technician came to my home and stated that he will retrieve a box from his truck. Tech never returned to the subject premises.. (unprofessional behavior)
I have called reapeately from 9/1-9/4/2020 and have been deceived, lied to and disconnected several times trying to retrieve my services. The customer service, billing dpartment, retention service and data department has not been helpful and my services has not been restored! I am requesting for my services to be restored immediately and for optimum to adjust thier records accordingly. I never had problems with optimum but this unprofessional behavior is unacceptable and optimum should be liable for the frustration and aggravation they put their value customers through. I am a senior citizen and trying to retrieve services due to optimum mistake is cruel and unapologetic.

I spoke with individuals from india hearing roosters crowing in the background and promised to have my services restored in one hour, 24 hours and eight hours and I still do not have services. Now i'm going on day 4 without services.
All telephone calls are recorded by optimum, please listen to the recordings of the conversations 9/1/-9/4/2020 for detailed information. Please review all of the notes by optimum representatives and make the necessary adjustments to restore my services due to optimum mistake of suspending services!
If services are not to be restored I will take my business elsewhere immediaetly!
I can be reached at [protected]

On August 31, 2020 I called inti [protected] to inquire about lowering my bill since I am struggling paying the bill. I see currently there is a promotion $ 40 for new customer faster speed internet (300) Currently I am paying double for slower speed (100) Please assist me on lowering the bill, this service is needed for school.

The following supervisor I spoke with Hussain disconnected the line when asked to speak with cooperate office

On July 20, 2020 I had phoned Optimum and spoke with Sheree to inquire about reducing the existing service to only include internet. She informed me that Optimum had new customer specials that would be cheaper than reducing the service plan to the existing customer.

I did not order the service. I said I had to discuss this with the present owner of the house and the cable account. Sheree and I set a phone appointment for August 24, 2020 at 10AM. She would call me then and I would then inform her whether I wanted the new service or not. I was right there waiting for the call. She never called.

Today, August 31st (around 12 noon) Optimum arrives with a service order and the equipment.

I don't think that I can be billed for a service that I had not ordered and refused when the Service Tech arrived. I hadn't signed anything. But in case you might already have an account with Optimum, just a heads up for being billed for something you had not ordered.

I am a long time customer of Optimum - always paying on time-
I was having trouble with my internet service on my tv. It was suggested by your phone representative that I should consider having the outside wires looked at as this was not done in many years. When I asked the cost of this I was told that there is no charge for this. Only if they come inside. I replied that NO One has been in my house since March - I am senior citizen and self quarantine so they cannot enter the house.
On July 15th 2 of your workers secured wire that was on the ground to the side of the house and changed some fittings by the side of the house. He said one wire was going into the house by the router. I said he couldn't come in.
He thought that maybe the router should be changed. I told him he couldn't do that so we decided that I could order a new router from you and I would try and install.
New router received - installed it myself and I returned old one to your new store in Hicksville. When the work order was emailed I noticed there was an 80.00 charge so I called customer service - was told to wait until I get my bill then call again which I promptly did. I explained and your agent said he would covey my message. I call again to check my bill and its still there-
I call again and again Aug 11, Aug 19, Aug 21, Aug 28 (twice) was told they cannot remove the charge.
When I called on the 28 of Aug I was told that as long as someone comes there would be a charge even if outside because my ticket says that the problem relates to inside problem even if they didn't come inside.!
When I called back at 8:22 at night and spoke with Kate she said if service men only work outside there is no charge but she cannot do anything about the charge on my bill.
To get anyone on the phone is nearly impossible - you call - put on hold then they call you back - good luck with that-a simple call can take several hours - going to your store requires a 30 minute wait to get a ticket to get in then another 30 minute wait to be called in to see someone only to be told they do not handle billing disputes-and this is getting there early to get on line to be seen.
So I'm still showing an charge of 80.00 plus tax for service that was not performed which one one will remove - plus an additional charge of.96 for partial internet activity that no one can explain. so the 80.00 now becomes 91.00 charge and now I'm threatened by having my service terminated even though I made my normal payment of 146.00 on my account.
You provide the worse service with service representatives that barely speak English so I have difficulty understanding them - no one is willing to fix my problem - nor answer phones in timely fashion and of course its because of Covid-the excuse.
The larger you get the worse you get - this I know for a fact because there was a time when I called and a person picked up the phone - now the goal is to make as much money as possible and deliver the worse service you can get away with that's the goal.
All you have to do is go to one of your stores and wait on line - you hear all the horrible ways you treat your customers and we are powerless to do anything about it - only change companies.
I can never recommend you because you abuse your customers loyalty-
Check my account how many years have I been with you - am I ever late?
Why can't I get any results?

My 93 year old mother had a landline installed today and they gave her a phone number that belongs to someone else. It was supposed to be installed last week but the technician said he needed to get something from his truck and never came back. On phone with optimum and was told a supervisor will call me by the end of the day. I need this done today