Optimum

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

I have transferred phone service from another company over to optimums and it has been a month and nothing has been done. They rescheduled appointment twice for technicians and during the change they did not call or anything just no show... I had to call and follow up
I wish I could move to another provider but unfortunately our town does not allow.

Attention: Dexter Grau, Chief Executive Officer
Harkin Boubazine, Chief Operating Office
Jon S, President, News and Advertising
Regarding Account [protected]

Ladies and Gentlemen:

As a customer of Optimum (Cablevision) for over 18 years, I am shocked at the practices and service that have been put in place as "Company Policy" when dealing with errors made by your employees.

1. July5th, I attempted to UPGRADE my internet speed to the Gigabyte service. After 4 attempts, and Altice's attempts to change my service rather than upgrade the internet, I finally spoke with a "Supervisor" who placed the order. She wanted to just mail the new Modem/Router and I told her I needed to have it connected properly and the present router and commercial modem I had needed to be returned. She arranged for an install July 10th. Service tech #1 installed the new modem. When I said I wanted to check the speed, the download speed at 1:30 in the afternoon was 531.39 and upload speed was 51.92. I told him that the reason I was upgrading was because my 400 speed was at 50% or lower for what I was paying and the gigabyte was running slightly higher. He said that was the speed for the area. (Speaking with my landlord who has the gigabyte modem also he said I consistently get over 900 after they installed a new cable from the pole to the house.

2. That afternoon I spend from 1:30 to about 10 on the telephone waiting for a person to pickup because the calls were never returned earlier in the week when I gave my number. The agent tried to put it off until Monday or Tuesday but after my insistence that the installation was not completed properly an appointment was made for the next day and I told them that a new line had to be installed for my landlord. Service tech 2 came, again said that was the speed. I took him upstairs where he took a picture of 939 download speed because he never heard of it. We also checked my speed again using optimum online as the source, which he wasn't aware was necessary and it was 921.54 at 3:19pm. He left.

3. July 12th, I got up and had no internet period. After 5 hours of waiting both on my cell phone and my optimum line, I was able to arrange for Service tech #3. He came in used his meter and said the service provider must have turned off the service. Meanwhile I had a project deadline that I was going to miss because of this. He said he would let Optimum know because he could not do anything but e-mail them.

4. After 12 hours of waiting on 2 lines, I talked to an internet tech who said something with in the modem locked out the internet and she did something to get the internet back. She then arranged for Service #4 to come on the 13th to replace the Modem. Upon arrival he said first he needed to change the cable from the pole to the house. If that didn't correct the situation, then he would have to verify inside the house. (See Item 2 and no paid attention) For the next 2 weeks, the speed was operating good.

5. July 23rd the speed dropped to 283.8. I gave it a couple days to see if it would correct itself. When it didn't, I started trying to call and now your automatic prompt told people to use the internet for help and promptly disconnected the call. Meanwhile my new bill came, it was not an upgrade but a change in service done by the "Supervisor." And I was charged $80 for a service call. Now I had 3 reasons to speak to someone.

6. My landlord told me he was having problems and to get up at 2AM and call, the wait would be short. He was correct and Nancy attempted to check things out. He also told me whatever the wire from the house is attached to was found to be defective and it was going to be replace I think on Monday 8/24/20. This was told to Nancy. She wanted to set up a service appointment for next Wednesday which if that was replaced on Monday, I would have to pay another $80.00 if nothing was found.

7. When discussing my bill, Nancy insisted the tech on the 13 put in the record he had to replace a cable. Apparently, from the pole to the house was omitted. "Company Policy" means I have to pay the $80 and she could do nothing about it. Her supervisor was not available (an hour and a half later) and it would be escalated to him bit I was told "Company Policy" will not allow the supervisor to do anything.

8. In addition to the Service charge, my upgrade in internet speed, resulted in a $59.99 additional charge for my Television service (several Promotional saving until 3/7/2021 were removed) over the previous bill and my Internet cost increased by $85.00 because they dropped the $65.00 promotional saving. The "Supervisor" who completed the order for me said I would have $20.00 increase in my bill. I know you need to make a profit but….

9. You have outsourced most, if not all, of your fieldwork. It is apparent the most of them didn't even know you needed to use optimum online in the speedtest. Only Service Tech #4 knew that the new modem is very sensitive and the connecting line to the house could cause the problem, including many of the agents like Nancy who could not understand why I would be upset with her and the company.

10. Finally, the $100 Amazon Card you are advertising for the "UpGrades" I was told I do not qualify for because I had a "change in service" by Nancy. There is no mention in your advertisement where certain items would exclude you from the offer. I bring this up because when I moved I was again promised an Amazon gift card and never received it because at the time because I had to have installed the older version of your service because I had multiple computers that had to be connected by wire rather than the wifi from Altice.

What is Altice going to do to compensate for the lack of service, failure to match your advertised speeds, incorrect billing and lack of customer service people to call? By the way, I'm still waiting for the first 2 supervisors to call me.

Very truly yours,

We have had service a grand total of one day over the last three weeks. We have none now. I need it to do my job. Customer service sent out a guy a few days ago, who said he couldn't fix it, but would put in a work order for a "bucket" truck to come out and fix it within 24 hours. My wife called customer service twice when no truck showed up, and each time was told that they had no record of such a work order or even any record of the guy who came out! We are back to square one. Please help.

I have a Triple Play bundle that has gone up to over $200+/mo. After multiple calls that resulted in my call being dropped, I finally spoke to Tony on 7/20 or 7/21. I told him I wanted to lower my bill to the Triple Play package for $89.99 as it had the channels I wanted. He found one for $69.99 with the requested channels. He told me my total bill would be around $123/mo (but couldn't explain why). I told him that was fine (I had been on the phone awhile and was frustrated). He told me the changes were made (no confirmation #). Received no email. Checked my bill today and it was STILL $209 for last month and $209 for the upcoming. I got on the chat with Juan C. around 3:12 pm today who confirmed that I had called looking for a lower package in July but could find nothing showing it was actually done. He couldn't fix it because he couldn't find the promotion. I would have to call sales again. (He was actually apologetic). I called sales, requested a call back since the wait was over 45 min. Got the call, was transferred then the call was dropped. Called back again to get an automated message telling me it was after hours. I want my $69.99/mo package applied to my account retroactively so I can pay the correct amount. I also do not need the multi-room dvr. I have only the one box.

In january I was told my total bill would be 176.76 per month. I have been getting higher bills since then and have only paid what I was told to pay. 13 phone calls and many many hours on hold and 2 letters I have written to optimum about this problem, and still no help from anyone at optimum. Worst company and worst customer service. I have been a customer for 35 years.

In May of this year my TV went out in my bedroom only. I have 5 boxes in my whole house. I called Optimum at least six times to try to correct the situation. They tried and tried press this button, go to the main box press this, what is the number of you box giving trouble. Could not fix. Told I will have a repair man sent to my house in two days. He came and fixed the box. I asked him for a receipt and he said we don't give receipts. He did not say what was wrong. Low and behold I received a bill for $85.00 for a service call. I was NOT told there would be a fee. I called Optimum and questioned the bill and was told they told me there would be a fee. (Lied) I asked for a credit for the 3 days I did not have TV. No response. I have called very month since May and was told a supervisor would get back to me. They did not. I would not recommend Opitmum to anyone.

Horrible customer service and incompetent workers that don't know how to resolve an no internet problem they caused! Have been without WiFi for over a week and still no solution!

Waited all day, no one showed!
The storm blew out my cable box and remote... Guy came 3 days ago and set everything up, he left, and remote was not working. Set up appointment for today, verified all week and no one showed, not even a phone call.
My bill gets larger every month... I don't add a thing.
Awful company!

Today I called optimum to see if I could get an extension of a promotion I had until sometime in september. After waiting an hour for a callback, I got a call from an alex. He spent time finding a promotion for me but when he quoted the price, I told him it was too low to include all I now have. He assured me i'd have all the same services and the price was low because we were loyal customers. First, changes were made now instead of next month. Second I lost my dvr+ and hbo. I called back and after waiting 2 hours the agent who was very helpful told me I would lose all my recordings on the dvr+. She did get hbo back but I will have to wait over a week for dvr cards. I am beyond upset.

On June 5th, I contacted optimum online to cancel my service as I had switched to Verizon. Optimum sent me a call tag to return my equipment. on june 7th, I went to optimum store in Hicksville to drop off my 4 boxes, remotes, router and modem and was told, due to covid they were not accepting returns and I had to go to the ups store. I went to the ups on broadway in Hicksville, paid $3 for the box, packed all the equipment and mailed it back to optimum. on june 9th, I went online with my tracking number and confirmed that optimum did receive all my equipment so I disgarded the tracking number. In july I received an invoice from optimum for $113 thinking it was for the pro rated portion that I owed so I paid it.

On August 12 I received another invoice for $75 so I immediately called optimum and was passed around from person to person and finally spoke with a representative, Zeynap who advised my internet was never cancelled even though they received my equipment back. Zeynap advised she was the supervisor and would escalate this and have the account closed back to June 15th, 2020 as that was my billing cycle and couldn't have it backdated to june 5th. I agreed with her and she said I would receive an email 2 hours later confirm. Today, August 13th, no email received so I called and after getting bounced around from person to person, finally spoke with TJ in billing who submitted an escalation ticket for his supervisor to review. TJ confirmed with me that they did receive the equipment back on june 9th but is saying that the router and modem were missing. TJ advised that this does happen a lot and he would contact the dept that handles this to start looking in to it. TJ also did confirm that there was 0 internet activity from june 6 th, 2020 through present. I explained to him rationally that if I sent the equipment back how could I use the services and his assessment showing 0 internet activity since june 6, 2020 proved I was right. Right now I am waiting for a supervisor to review and get back to me with her decision. This company is an absolute nightmare. Who knew that when you cancel services you need to speak to two different depts., one to cancel the services and another one to return the equipment. I have proof that my new service was hooked up with Verizon on june 5, 2020. No one should have to go through the experience that I am going through. My next complain will be to the BBB and FCC.

Optimum sends bills on time. They want to be paid on time. But when it comes to customer service, it does not exist. During this past storm, they changed their voice message responses to skip prompts that would sometimes be available. There is no way to leave a message, to speak to a real person or to request for help. They tell you to go online, when they know you don't have internet or wifi. You go online, click on support, and out pops a chat box with a robot telling you that it can help you. The robot asks you for a phone number and it sends a message that someone will call you. No one calls you. And they want to get paid for no service, not customer service or support. terrible company and they rob you when they tell you about cheaper plans. In the end, they add many additional charges without giving you any explanation. I have filed a complaint against this company with my State. I suggest that others do the same.

We were without service for 7 days. Everytime we tried to call we could not get anyone on the phone. On the seventh day wewereon hold for over 45 minutes to get a credit for all those days we didnt have service. The person on the phone was nasty and condecending. Awful company. I will be changing company very soon after this. I been with them over 10 years.

6 days no service called many times no one gets back. Optima no respect for their customer I will be getting in touch with fcc. And I will not be paying my bill this month. 1454 independence ave bklyn ny 11228 phone number [protected] paul salerno. Going back to verizon. Also hundred others people not getting service. Sending out letters to all my neighbors to write the fcc. Of your actions not getting away with this. No tv no phone and no internet. And to add insult to injury you call my phone leave a message that everything has been restored you lying piece of garbage. Going on 7 days I will get even

My sister has lost internet and phone for 2 days with no end in sight. Hours spent on hold. I have had Fios for 8 years and the only time I was down was when Hurricane Sandy hit and that was because i had no electricity. Fios is amazing. She was just released from the hospital and our Dad lives with her and has not cell phone and the land line was down so if there was an emergency he was unable to call for help. Whenever a representative from Optimium knocks on my door I laugh and say I will never switch. Very very poor connection. I use my computer for work and if I had Optimum I would have been fired.

You have replaced your gold package with another package that is missing a large group of channels that I am now expected to pay extra for while continuing to pay the same amount monthly. This is a huge ripoff. This company has continued to go downhill and being a senior I am now forced to look else for a television provider. I am now forced to pay a hidden rate increase whilst getting a reduction of service. Shame on you.

It took 3 phone calls today over a 5 hour period to even get close to trying to resolve our phone service problem. After 1st call, scheduling a call back, when the call back came I got transferred to nowhere and two hours were completely wasted trying to even talk to someone. 2nd call progress was made, but when call was cut off the service agent did not bother to call back either phone number to ensure follow through, (name given was "Nour"). Not calling back was extremely rude, particularly when this individual had 2 call back numbers and just blew me off! A 3rd call resulted in talking to someone that helped, but calling Optimum started at 2PM and 3 hours later after having to call back some satisfaction was achieved, though we don't know if problem resolved yet.

Last few months april-july charges of sports packages that were never ordered at almost 100 bucks a pop keep showing up on bill.. Multiple calls saying they will remove these charges and they never do just keep adding to next bills.. If not paid they shut down service till paid.. So basically you are extorted just to keep your service, so as far as im concerned optimum (cablevision) has become fraudulent company..

All we want is to pay the real bill which we do excluding the fraud charges and get those charges removed