Optimum
Reviews and Complaints

On Sunday Dec. 8th, my phone, internet and cable went down. I spoke w/a Mr. Salvatore (supervisor) and was told that no techinican was available to service me that day. I have a father who is extremely ill and the fact that I had no phone service to call 911 if needed, was not a priority.
I have been a customer for over 25 years. If anything happens to my father and I can not call out for an ambulance, I will hold Optimum liable.
This is a re occurring problem with my service. It happens every 2 months. It's disgraceful and obviously being handled by incompetent people.
Mr. German, who supposedly is a technician manager, was completely flippant and unprofessional.

My business office closed in September and my service was cancelled. I am still being billed for a returned modem and router. I am still currently on hold back and forth with a rep that I can hardly understand and who seriously does not understand how simple this is. I gave him the tracking number for the FEDEX return of the equipment Which is [protected]. Is says right on the screen that the equipment was delivered on Sept 26 at 1:24 PM to the Edison address. It took me all of 1 minute to see this information. If he was following procedure you need to review the procedure as I am unable to retrieve the ridiculous amount of time I spent doing his job.

Where was it left: "we need to see where the equipment is ." WTF ... it's in Edison NJ ... You can not reimburse me for this amount of frustration and aggravation, this coming from a man that Idid customer Service work for 5 years before running my own business for 30 years.

I also asked twice to be transferred to an American rep. I am sick to my stomach that a company as large as Optimum has to send jobs that an American can do and be understood by the customer to overseas workers.

The case number to be settled is :8692655
My other optimum service phone, wifi and tv is [protected]

I would request some sort of compensation for this unfortunate and unnecessary experience.

Thank You
Kenneth James Sexton

Olivia a customer service representative was rude she cursed me out and hung up the phone on me.. as a loyal customer I called to reduce my bill and she was helpless and unprofessional she sounded African rude and couldn't understand English ... fire olivia ! She called me dumb and hung up on me .. I said I wasn't going to hang up until she helps me and she said no problem I will hang up !

I called to have tech support walk me through setting up my online account so I could change my network id and wifi password. They went through a 5 minute verification process of asking my name, address, email, and phone number. Then they asked me to go to the cable box and give them a mac #. I advised hat there were 4 mac numbers so he asked me to read them all off. Tech support should be trained to ask specific questions to identify what they needed. This took several minutes and I had to lift the cable box and hold it up while I tried to read the little numbers. My mother who is in late 80s would have struggled to do this.

I was on the phone fo a total 53 minutes trying to setup my online account and when I finally was able to sign in and accessed the router settings - basic settings. I learned that I could not change the network id or wifi password. Really!

When tech support asked me what I wanted to do today I said from the first sentence I wrote that I wanted to change my network id and password name. I have always been able to change my network id name and wifi password with other cable providers. Wont be staying with this groups technical support that really does not take pride in listening and answering the customers concern but rather reading their decision tree script. Terrible customer service and unacceptable practices from a company that allows customers to have to endure this.

all i need is a return label mailed to me already so i can send the router modem back to you already 2 weeks i called to send it to my address already so far nothing do for the past 2 weeks already am not paying if you are very irresponsible i mean what is taking so long with you already it should only take 5 days to mail it to me not 2 weeks please respond asap am getting nowhere at all with your company

I had a service appointment to switch from Optimum to Altive on Friday, March 22 between 11 and 2 PM, the rep showed up and said he would be right back he had a service outage problem and never came back. In the interim overnight my cable service was shut off and they said we owed money and my wife paid, all the time we had a zero balance going into this experience so now I should have a credit balance. I called on Saturday morning and spoke to a customer rep who turned my service back on and gave me the name of her supervisor, Britney, who refused to get on the phone and said she would call me back and never has called me back. In addition to that no one ever called to reschedule the Altice appointment and no one ever offered to refund my credit balance when I've asked repeatedly. Not to mention I was on the phone at 2:15 Saturday morning, a.m., for over 30 minutes and no one picked up and it took approximately 25 minutes to get someone on the phone (Saturday) from customer service and I've yet to meet someone who is pleasant and understanding while I am being courteous and trying to explain my problem.
I think your phone system is terrible I think your customer service is worse and I don't know how you do business when one person from Optimum doesn't know what one person from Altice is doing and then you shut my service off and I have to spend a half hour on the phone to get it back on that's after paying over $300 which I did not owe.
my address is 70 Slabey Avenue
Malverne NY
[protected]
Your total lack of disregard is totally unprofessional and obviously you have no one to oversee your customer service division because it is extremely poor.

Phoned optimum last week for service. Had to wait until Saturday for a service call to replace box. Box was replaced. Phone service was not restored until this morning. I was told that I would receive a $39 credit for no cable service from 1am Wednesday to 10am Saturday and a$1 credit for 7 days with no landline service, REALLY?

Your overall customer service does NOT work for me! Everyone is very polite, but get little done. I'm tired of being on the phone for lengthy periods with nothing accomplished. Even MORE disgusted with hang ups by employees or comments continually being disconnected when employees can't resolve issues. Tired of supervisors not calling back as promised, by employees.

Reviewing other options AGAIN. Went to FIOS briefly, because of optimum's inability to resolve pixelation issues.

Returned to optimum, a MISTAKE! Won't return to FIOS, but am researching alternatives!😡

I had a appointment on nov 11 2019 the technician came didn't brother to installed my service had to wait to make another appointment for the technician to come back out to install my service and he came two days later he just came to install the box and he didn't have the other two boxes I ask for three had to wait another two days for another appointment to come back with the other two boxes once he came he left and I didn't have any service once again until nov 19 2019 and come to found out they was working on a outage in my around then I get a bill for $80 only had my service working one full day and can't get no help from representatives before all this they said I won't get a bill until December 14 and I get a bill for 80 I might have to cancel my service please get back to me thank you so much

Nancy Feldman
8:49 AM (7 hours ago)
to Charles

The service we received was "disgraceful" and did not even rise to a level an "uncivilized level." The woman we spoke to not only did not have the savvy to help us, but after realizing her own incompetence, she put us on hold "for a minute, " against our wishes. 40-minutes later, we were disconnected, Then we were disconnect. Despite her having our phone number, and despite her assurances to call us, she did not. On top of that, this woman hardly spoke or understood English. Wouldn't that be one of your criterions for giving customer service for English-speaking customers? She was also rude and had a demeaning attitude. I hope you have a venue to look this person up on are our account. She should be FIRED! On top of that my wife and I called back on seperate lines to complain and resolve the problem. My wife was told that "nothing could be done - the system was down." At the exact same time, after hearing what was told my wife, I was told by another agent on our other line, this was not true, as the agent was directly looking at the system while we were talking. To top it off, the last agent (out of 3) assured us that a technician would come to our house during a 7-8pm window on Sunday. The next day we received a call stating that the technician would come from 10am to 7 pm. Which one is it? Would you wait 9-hours on a Sunday for an incompetent company to never come?

In sum, a 40-minute hold, no call back, a lie and multiple stories about the time when a technician would show.. told Needless to say, after a subsequent phone call to a more helpful representative, our problem still is not solved. SHAME ON YOU OPTIMUM!

My billing cycle started on 11/8. I called customer service on 11/7 to terminate my internet service as i am moving to an area not served by optimum. Customer service took all info and advised me to return equipments on next working day which was 11/11. They told me that i should call retention center which was closed that time. I returned router to one of optimum store. Still they are billing me for next whole month 11/8 to 12/7. I called so many times again to resolve this. They keep on saying they have no record of my phone call and somebody will call me back but nobody did so far after 3 days.

I have trying to reaching customer of optimum which is the only service in this community, I am trying to remove my phone service since from starting of the year 2019 reaching the customer care, But I have been promised over the phone call by customer care, This is the names I giving here from customer details 1. Joffrey, 2. Richie operator ID : IAJ and few more promised the same and until now I am seeing in my account that I have been charged USD 20 for each month I dont have a phone itself. If I reach the customer care I am being made to spend more than 2 to 3 hrs as wait time in the call and no action is being taken from Optimum end.

Scam scam scam! They signed me up for phone service that I never knew about or had installed and refused to connect me to a manager when I noticed it on my bill. They increased my bill and when I called to cancel my service on a recorded line the guy told me I would only be charged for the internet I was keeping it I set up automatic payment I would get a discount . Well they charged me for the service I cancelled without my consent. When I asked to speak with a manager the woman put me on hold 8 times with excuses why they wouldn't talk to me and I asked for the managers name and she said it's against policy to give the last name. She promised I would receive a call and no one called me back. They stated I had to wait for a credit on my next bill and would not refund me for my cancelled service. This company is fraudulent and I will do everything in my power to review them on every site I can find. Shame on you optimum for scamming your customers and committing fraud repeatedly.

Returne equipment to freehold office (CRC KJV) as we moved and had new installation provided. Took him 30 min to scan 3 peices of equipment! On Wed 11/6 we were disconnected and cust serv gave a myriad of reasons-we owe money, area outages but a WO would be submitted and be back ibn serv in 30 minutes. ALL LIES. The CRC disconnected the WRONG service - he cancelled the new installation, added devices etc-a nightmare as cust service number (India) read fro a script, told me to pay my $160 bill ( WE ACTUALLY HAD A $52 CREDIT)- a mess. Cable went on Wed, Phone disconnected Thurs and wifi on Friday- Finally tech arrived Sat and ahd to reinstall all new devices due to CRC incompetence. He was in disbelief as to thye events and suggested I request refund for all the aggravation and loss of service. A Grand Total of
$20 is being credited to oue acct - as we seek another provider Training and Cust Service is a disgrace abd Optimum should be embarassed at these events

Account — [protected] Antonio Centeri
Date of incident — on going
I am right now irritated that my bill is 16.00 more and there was no notification... for the last few months I have called with problems with my service and also been lied to by your customer service team in regards to program for the free "amazon gift card"...

it seems when you are an existing customer optimum there are no incentives to make us stay so in turn you raise our bill...

Also, I was promised a credit for testing, repairs or what ever you were doing... that never happened... that was I believe August/September

there were several times during the summer I could not get online to my work and I missed a few baseball games because I had no connection... but what I got when I called is an attitude and lies from customer service... I work 50/60 hours a week and do not need this... I want to believe that you understand and have empathy for your customers...

I want to thank the few people that were honest and helped but on a whole you need to get rid of the generic answer and provide real customer service

I want and explanation on my bill and where are my credits

I was billed for an installation fee and one month of advance service which was never delivered. I requested a refund and was told that I would be receiving it no later than Wednesday the 6th. The 6th passed and no refund and can't get clear information about what's holding my refund, I have been given contradictory information by their representative.

Made an appt. for service to assist in installing a 85" TV. Gave me a window of 12 PM -5PM. When all of my PC Richards installers were there waiting, the cable guy was a no show. He called and said he was running late and it would have to be done on another day. Had to have my installers return days later after the cable guy took 5 minutes to hook up the cable. I was charged $80.00 for the cable guy which was supposed to be waived, I had to call customer service for the 5th time and literally spent hours on hold and in their automated system. Finally, after many days and many phone calls they were going to issue the credit, but they couldn't just issue the $80.00 credit in a simple credit, it had to be done over three months time, with $20.00 then $30.00 and then another $30.00. This means I have to track these credits for three months and call again when something else is screwed up due to their convoluted billing practices. Would drop them in a heartbeat, but my area not wired for fiber optics, so stuck with Cablevision. Been with them for over 40 years and at $2400.00 per yr... that's $96, 000.00 besides lost interest over that time and I had to fight like Hell to receive a credit for $80.00! The WORST customer service in America!

I was contacted by an optimum customer service rep after I stopped using their services but I couldn't call because I was rushed to the hospital which I was on admission for 5 days.
When the customer service rep called I told her I'm no more using the services and therefore she can disconnect me. Mind you I bought all the equipment by myself. She did not cancel my service till October where I was contacted by a debt collector that optimum said I owe them. I ended up paying the amount which is a hundred and 5 dollars and some change.
But I still feel that it is unfair for me to spy that amount.
The customer service rep failed to do her job as she stated.
I need help.

Optimum's WiFi sucks. I can be home all day within 5 feet of the modem and router and I have to connect to the WiFi a minimum of ten times. I can be on a website on my phone or tablet and the WiFi will disconnect for no apparent reason. Considering how much we pay for internet, this is completely unacceptable. Optimum needs to work on this and correct the issue or they could lose a lot of customers to their competitors.