Optimum
reviews and complaints

I called 3 months ago . Tv / phone/ internet not working properly. Service came changed wires/ boxes. Service sport. Customer service said Maher would call . Never got a call. Applied $15 credit for 3 out of 6 months of awful service. Was told I'd get a $30 credit for 3 months for inconvenience. Never got rest of credit or a call back. Call optimum almost every month. Shouldn't be this difficult! I'm tired. If not for pandemic I would cancel terrible service and follow through!

21 June, 2020

Leroy Chimilio
27 Linden Avenue
Ossining NY 10562

Optimum
6 Executive Plaza
Yonkers, NY 10701

To Whom It May Concern,
My name is Leroy Chimilio and I have been a loyal patron of Optimum since 2007, 13 years (account number [protected]). My June 2020 bill increased from $155.58 to $196.92. This is not an insignificant increase especially given the current climate. On 02 June 2020, I called optimum to disconnect my cable services and I specifically cited the increase in cost as my only and primary reason. I was told that nothing can be done so I authorized the disconnection of my cable.
In my professional life, I am a manger. One of the first lessons I learned as a manager was to retain staff, one must not give employees a reason to look elsewhere; for once a staff member starts looking for another job, the employer is literally competing with the world for the service. On 09 June 2020 (one week after I disconnected my cable), a representative from Optimum called me and offered me the same service for $137.88 locked in for three years. If this deal was offered to me one week earlier on 02 June 2020 when I called, I would have been as happy as a lark and seized the opportunity. Optimum would have had me locked up for another three years at least; instead Optimum elected to disconnect my service, incur the additional expense of paying a technician to enter my house to reconnect the service, paying a service personnel to call me and losing revenue from me for at least one week.
The caveat is on 09 June 2020, when Optimum decided to incur the additional expense and call me, I had already started looking around and found some very attractive deals. In that week, I managed to subscribe to YouTube TV ($49.99), Disney+ and Hulu is free with Sprint. These deals were better (about $20/month) cheaper than the $137.88 quoted to me. To be very honest, I believe it is incredibly short sighted and narrow minded for Optimum to throw away a loyal customer for 13 years over a few dollars. I cannot understand why on 02 June when I called, Optimum did not offer me $137.88. Offering me that deal would been the proverbial win-win situation. Optimum would have a customer for 3 years, and I would have been elated that I got a good deal. Today, I am considering if having my internet through Optimum makes financial sense. As a direct consequence of me looking elsewhere, I have noticed that Verizon Fios has a better deal and claims faster and cheaper internet than Optimum.

Leroy Chimilio

A once loyal customer

I have been a loyal customer for many years. Unforunately, I suffer with a medical condition that requires me to have a phone to call doctors,, 911, or my husband. For 2 days I have no phone service cannot get help or resolve. After many, many hours online and phone up to over 12 hours of my time I still have no phone. No call backs sat. June 20th from 1:03 pm! I newer saw a company that operated in such a disgraceful manner! It is 4:43 and still no call back or answers. I need a phone I am ill. [protected] francine a. Gough

On 5/29 someone range my bell and said they were from optimum(no uniform and unmarked van) and asked if my cable was ok. I said yes and had not called them. Later I noticed that all three services TV, phone ad iternet were out. I tried unpluging and rebooting and nothing. I called and said they would have to send someone. The next afternoon my husband saw someone at the cablebox switch is in between my self and neighbor at the curb. The cable guy said box isn't locked and wires had been cut and taped. He adjusted it and my services came back. Now they put an $80 charge on my bill. My services were out because of an outside issues which I have no control over. I M not responsible nd want the $80 charge taken off.

I decided to switch internet and phone from Verizon to Optimum. The company agree to charged me for installation both internet and phone and provide that service. Today installation guy came and install cable modem, removed from the wall verizon equipment. He had to screw out the screws, instead of that he pulled it out and left halls on the wall. In addition he said I have to pay for phone and wifi installation because it is not a part of his duties. I said ok let company charge me for that. He said :"no, you have to pay me cash now."I told him in that case to take the modem back, but he refused it. I called to the company, and they was agree to send another installation guy, but he did not com on time. WIFI I did myself, but the phone still working from Verizon. As I understand it is going to be a problems with billing in future...
2 questions waiting for answer;
1) When you will connect the phone line?
2) How you going to bill me for not connected phone line?
3) Who will repair the holes in the wall broken by your tehnician?
Thank you
Yakov Gertsberg
1923 81 street, Brooklyn, NY, 11214
Phone #[protected]
E-mail: [protected]@gmail.com

I left Verizon cable to sign up with Optimum cable. I have not even had it for 3 months and it has been nothing but problems. I was told to fax my confirmation stating that I paid the cancellation fee with Verizon so Optimum would reimburse me. Customer service told me they never received my fax which in fact I have the confirmation stating that they received it. They also stated that I would have to fax it again. I asked to speak to a supervisor and Ahmed (ID DMP) told me that he cannot transfer me to a supervisor because they will not help me. I also had a problem with my bill. I was scheduled to pay 186/month but now it's saying 226/month! Ahmed couldn't even explain why but also added that I have 4 boxes which in fact I have 3. I don't even have 4 tvs! To top it off none of my 3 boxes are working! Never have I been denied a supervisor! No one wants to help me.

Thought we were having technical issues but after 6 days on phone and 1 nasty store visit learned representative put us on a "seasonal" hold that I specifically told her not to. Insisted that we pay additional monies for a package even though we never authorized changes. Then lied saying all rectified and billing would resume as usual. They demanded almost double the fee. When tried to get Amex to straighten it out, Optimum disconnected service. Shame on you, during Covid crisis no less, doing this to anyone, let alone my elderly parents.

I have been trying to downgrade my cable tv service for over a month now with no success. I need to downgrade to a more affordable package. I do not use the premium channels and can no longer afford them.

But Optimum makes it very difficult to do this. They want me to travel to Brooklyn to a store to change my service, which I will not do.

The account was in my husband's name. He is deceased. I sent the name change form by fax to Optimum on 6/2. They claim they do not have it "yet." I have spent literally hours holding on the phone, only to be disconnected.

This is shoddy business practice, to make it impossible to follow my requests. It is so unfair. Optimum must resolve this quickly for me. I will switch to another provider if they don't.

I have been having issue for 2 months with the internet at home service that I pay for I called they always past me over to technician they say the same thing over and over make the same trouble shooting steps and next day right back to the same thing.As a customer I work from home and I can't do that I spoke with a representivtive he advised me to upgrade I had 3 appoints last 2 months and they canceled all the. day before every appointment and the excuse is due to corona they can't come but there are technicians in my building maybe twice a week this is unprofessional I pay my money I am demanding a refund or they can cut the service I am not going to be paying for this crap. I called today to speak to a supervisor they said I would receive a call in 30mins from 9:30am .

They install my equipment wrong in march 2020 and I finally had someone do something in june 2020 and they charge me 80 dollars! You're charging me for a mistake you made what?!?! They said someone would call me today and nothing. I call them and the their phone just disconnects. I try their chat option and it said theyll call me... Yeah right! This is the worsf service and there is no one else around my area so they have a monopoly! This is not right! They need to be sued! Where is the justice! This is just so wrong on so many levels. They shouldnt be allowed to cheat customers! It is all a scam. Never heard of a program that charges you to fix their issues! Ridiculous!

Hi dear Sir.,
My name is Paulo Grilo. This is my first time as optimum costumer.

And just to say that I'm very disappointed with your services...

First issues is since May/29/2020 which I acquired the Internet service and costumer service attendant promised to send my receipt payment to my email. So until now June/04/2020, I didn't receive nothing.

I need the receipt to check my personal information as optimum costumer, like my ID, receipt number, payment and another cods or information linked with my personal information.

Second, I'm very disappointed with the service quality. The technician who came in my house, he is bad professional and unpolite/impolite, never more send me this man at my home. Please!

So after set up the internet kit. He tried to show me username and password through the decoder label. Well, the problem is, the letter/words/phrase in decoder label are very little... And I couldn't check nothing to understand what he was say or tried to show me to connect with internet.

He was very nervous, impatient, disrespectful... He don't gave any support or attention... Took his tools, open my door and left... I tried talk to him about. He gave me back and went away. He don't respect my house, my wife and my kid.

I never saw something like that. He is a very bad representative for Optimum Company. Because of them it was better ask my money back. I prefer pay for expensive service and be well treated than pay cheaper and be bad treated...

Best regards,
Paulo Grilo

I moved into my house on June 2019. Since Altice One was installed 6/27/19 we have had nothing but problems, constantly losing Internet services, sometimes for a whole day, TV's with Pixelation issues and really slow internet even when it works. The 3 TV's upstairs constantly do not connect to our network. The first 3 service calls, Optimum charged me $80 per visit even though they found problems with their wires and installation, each guy blaming the previous guys installation. Optimum Tech's have been at the house many times in past year, refuse to replace the Main Box, which online tech troubleshooting from afar tell me is the issue, the service tech have also said the main box on the pole outside my house in ancient and needs to be replaced. 3 times so far in 2020, they ordered the replacement with bucket truck, but no one has ever showed up or replaced the box. When i call and wait on hold 45 minutes each time to speak to a Tech, they agree when they look at my account that we have had major services issues and send out another tech to trouble shoot. I have asked for credits on my account due to awful service and constant disruption, but they will never do it. they will however cut off services if I don't pay! I have called Fios to see about switching as i hear Fios Internet is the best. Fios due to covid19 cannot enter my house for new installation so I am forced to limp along with this horrendous Altice services that we have. i know this house is wired incorrectly as one of the tech told me the original installation was terrible with many splitters and old parts that should have been replaced. Still have the old box on the pole outside my house. Today i have no internet since 3am and I am trying to work from home. Its a disaster. So hear I sit on phone on another 45 min wait. If any new potential customers in Central NJ are reading, please RUN away. I have friends in the area that have had similar issues to me. I can't believe I am paying $200 Mo for this aggrevation. Hopefully not for long. Arghhh!

I called the 800 number provided me, was informed by an autobot all

Lines were busy, to contact optimum.net for service reparation. I went on

That service, was asked several questions, and then boom, silence!

Its been over one hour and 1/2 since I went into that service. This is

Ridiculous! I will be looking into the other companies with

Similiar service.

I, Geneva Hardin, Account # 07801-xxx802 thought I would type this letter so you can clearly understand what I am saying. I know this letter will be tossed and you will not read it but I would still like to get this off my chest. I have a few complaints, I know that Covid-19 has everyone learning a new normal:
On May 5, 2020 @ 3:30pm: I had an issue with my internet. After calling your support # and was told to have a call back and someone would get back to me in 30 to 45 mins. I waited and hour and then went on line, on my phone WIFI as the home was not working I live chatted with someone after and 2 hours of waiting, and was told that since I have an Altice and was told it must be one of my Altice Mini boxes because I had one box with the WPS light not on, so she Fed Ex a Mini to me it arrived on 5 May 21, 2020. By the way the call back came back to me at 12am, I was already asleep.
May 26, 2020 @ 4:32pm: I called your customer support center and got no one again so I did another "Message Us", and I have to ask why when you go to do a live chat it takes 10 hours (no exaggeration, I was sitting at my desk from 4:32pm in the afternoon till someone got on line with me @ 12:01am. I had to eat dinner at my home computer and since I do not work from home and have to drive into an office and be there at 9am I was livid.) All I had was a question in regard to what is considered 14 days of equipment being sent to you that it had to be sent back to you so that you can get a credit on the charge? Is it the day you send it out (date on the invoice) or the day that you, the customer, receives the equipment? On the invoice its days 5/6 but I did not get it from FedEx till 5/21. If the 14 days is the invoice date, then I was pass 14 days, 1 day after I got the equipment... when I finally got someone to talk to, she (Sika E.) got the answer from the book and did not give an explanation on what it meant and she could not tell me herself what date it was. And she must have apologize 15 times, don't do it especially if you do not mean it, she apologized for her answer and for not know the answer, for keeping me on hold for so long, she apologized before she said anything and ended her sentence with apology. Is that your way, because she said it so much that I did not think she meant it. And anyway at

the time I tried to disconnect with her three times and she would not let me go she kept apologizing…. I had to go to sleep and I did not want to scream at her. So I disconnected.
May 27, 2020 @ 9:07am: I did another "Message Us" the next day, I was on hold for 1 hr. and 40 mins. (That is better than yesterday.) So far, this CSR has not apologized, I like her already - Alana E. is her name. She answered my question from last night, what the date issue is and when and how many times will I be charged? And it only took and 2 hr. and a few mins.
May 28, 2020 @ 3:00pm: I switched to the new box, even though I don't think I really needed it, but you are supposed to know what you are talking about, so I did anyway. I had to call back again @ 6:45pm. Because the box I was assured by your people that it would help the issue, which I no longer had. Would not go any further then the "Welcome" screen and then I got a message, "Please wait while we prepare your service. Your Altice Mini may reset multiple times. If you require additional assistance during this time, please contact your local customer service center." I was told again someone would call me back in 30 to 45 mins, it was an hour and change... When I got the call back CSR: Destiny picked up, she was rude and also hung up on me without resolving the issue... You are really placing a bad taste in my mouth. I called back again @ 6:57pm this time waited on the line for an hour and spoke to Jeanne, she said that she could not see the box so I should give it 24 hrs. to cycle and then she would place in a ticket for me to get a call back in the morning.

May 29, 2020 @ 9:00am: Box is still showing message, ""Please wait while we prepare your service. Your Altice Mini may reset multiple times. If you require additional assistance during this time, please contact your local customer service center." And I did not get a call back from your customer service department, so I waited until 3:43pm and called again and held one spoke to Jerome. He asked me the serial #, I gave him the one on the new box, he did not see it, so he gave me a # and I told him that is not the one that I said it was he asked me to go and find the one he was talking about, I have 3 levels of this house and 6 TVs. Truly a WTF moment. When I told him how many levels and how many TVs he asked me to hold, as he was going to have to ask someone how to go about helping me. At this time I went to my kitchen and removed the old box from the return box I was going to Fed Ex back to you, removed the new box and replaced it with the old box, old box gave me the welcome screen and then went right on... no issues, I told Jerome that I am sending you guys back the new box as there must be an issue with it.
But before I go not one of your customer service person asked if there is anything you could do to compensate me for 1 month of aggravation that you caused me. WOW!

Rick Optimum disconnect my service for my Lynbrook medical office and I am not able to be reached by my patients on May 28 /2020
It is a very serious issue will cost patients life's and health complications
We ask you to defers the payments in compliance with the president educative order
And Governed too
This is a very important legal issue for you and you need to fix it, you do not have any live person to talk to and all your chat only to collect not to listen
I am doing my best to recover personally from my covid sickness and you add
This to me and my patients
I believe you deserve to be investigated by Federal Attorney General for your violations, my main concern now is my patiens, , please call me to resolve it ASAP [protected]
Ahmed Emoulily MD

My name is Laura Astarita and my Optimum account # is [protected]. After months of calling Optimum because my internet service was not working I decided that I had enough of paying for services that Optimum could not adequately provide. On May 12, 2020 I called and cancelled my services and on May 19, 2020 I returned the equipment via Fed EX and the Optimum return postage label. I called to inquire what my final bill would be, I spoke to Travis ID # KB1. Travis was not at all helpful, he expected me to pay for a full month of service when I only had the service for 4 days. He rudely pointed out that I agreed to that and when I informed him that I did not agree to anything he told me it is on the bill every month and if I accept the services I accept the fact that I am obligated to pay for the full month.
This is not acceptable especially today with half the world not even working or able to support their families due to Covid-19 to expect me to pay for services that I did not receive. I asked how much I owed for the 4 days and he just kept repeating $92.99. I am just trying to pay for what I used and nothing more.
My email address is [protected]@gmail.com and my cell is [protected].
Thank you,
Laura Astarita

I've called 4 times to customer service and for each call, I've gotten no success.
Call number one: Made an appointment for a callback. The agent gave me a ticket number, but nothing got fixed and no return call was received.

Call number two: Made an appointment for a callback. Again, the agent never called back and never resolved the problem.

Call number three: Made an appointment for a callback. Again the agent didn't help resolve the problem. Said that it would be resolved within 36 to 72 hours. Didn't happen.

Call number four: Made an appointment for a callback. Didn't get one.

Like many other complaints below, I am having the same experience. We signed up for optimum June 2019. Went through the pricing and picked the triple plan. The customer service lied about the cost, from early a few months after noticing the cost was much higher then the quoted amount on the call. They conviently have never offered chat so you can document it, for almost a year i have tried chatting them about the on going billing issues and internet speed of about 30-40mbps when I have been paying for 400mbps plan, and when I did upgrade to the 400 plan, they told me it would be $20 more a month, that was another lie, it was $30 more. In addition, $20 in hidden fees, for things i don't watch, and to this day, they've done the same thing every time i call. They move it around, tell me it's going to be the price we discussed last June, but of course, that's not what it is. I got my first bill again, and it's about the same. Plus, they will not address the slow speed i'm paying for and always had issues, unless we plug into ethernet, which basically means we have no wifi in the house. They even called me back, and just left me on hold, have never called back and will not address the money they owe me, but they keep ignoring it. What the hell is the FCC doing about the cable companies. We only have verizon and optimum in our town, and when i look at Verizon reviews, they say the same exact thing as what's happening at Optimum. HOW IS THE FCC IGNORING THESE COMPLAINTS!

I lost my job becauseof the crono virus in Feb I called and spoke to someone about putting my account on hold until I start working again and that my account would e on hold and that I would have to call the office for it to be taken off suspension. I ended on Medicaid food stamps and unempyment. I recieved a bill in the mail stating this is my final bill and that I owe $362.74 now.
I have called many times I only get a recording that sends me to the bill for payment. Every company has worked ut pyment arrangements of have postponed payment at this time. Optinum I thought I had but no. Also they want me to send all the equipment back to them I dont have money for that until I start working and most everything is locked down. I need my internet for unemployment, job hunting, Medicare etc. Plus I am 65 yrs old! I hope there is something you can do. This is considered fraud making an arrangement than not honoring it. My acct. [protected]
hank you
Nancy Amato
1905 Pacific ST Brooklyn, NY