Optimum
Reviews and Complaints

I have been with Optimum for over 10 years and when I switched to Fios at the beginning of October everything was fine. I handed in the equipment on Oct 5 and I thought that was it. Today (10/15) my credit card was charged for a full months service even thought I canceled it 10 days ago and there are still two weeks left in the month. I called customer service and they were useless and explained that my service is charged monthly? I plan on disputing the charge with my credit card company, however I find this practice deceptive and down right despicable. BEWARE!

Hi,

Before taking the Optimum internet connection I had a call with sales team and regarding the installation fee they agreed that will give you the discount than I took the connection and I referred my friend also.
But in my first month bill they charged completed amount for installation fee.
For this issue I called Optimum 14-16 times in one month and till now only answer is will look into it and our supervisor will call you.
Only the thing that they should not commit before if they are not going to provide any service. Now they are saying we can't wave off your installation fee. Please don't loose trust in you..

I tried paying with my checking account online in August. The payment didn't go through. I tried paying again in September. The payment didn't go through.
Optimum charged me return fees. Optimum corporate offices of disputes told me I entered the checking account number wrong. I had
No proof of checking because optimum deleted all of my payment methods online. I just tried paying again with my checking account for the third time yesterday and the payment never went through. The lady I spoke to lied through her teeth. I screen recorded myself paying with the actual checking account number for proof. I guess my next steps are Arbitration/

Since July, 2019 I experience interrupted cable service on multiple TV's. Each time I followed the auto prompts on Optimum's customer service number to "reboot" my TV's and each time the service repeatedly failed. I finally reached a human being and scheduled a service appointment for August 30, 2019. After spending 2-3 hours in my house the tech could not fix the problem. He thought it could be with the wiring in the walls which he couldn't touch. He provided a temporary fix by running a cable along the floor from the basement to one of the affected cable boxes. A second appointment to try to fix the problem was scheduled for September 1, 2019. After waiting for the tech for 10 hours, no one showed up. On September 13, 2019 a third appointment was scheduled. On that date, within one hour, the tech diagnosed the problem as an issue with the outside cable leading from the street to the house. He replaced the outside cable and the service was restored. His opinion was that the prior tech had no idea how to correct the problem. Optimum refuses to provide any credit for the loss of cable service (other than $15) and is charging for the inhouse service call that didn't fix the problem ($80). Optimum's literature specifically states that outdoor problems with their equipment are serviced without charge to the customer. I have spent hours on the phone with Optimum representatives. Not one of them spoke clearly over the phone. Not one of them had the authority to deal with my issue. Each one promised a return call within 48 hours from a supervisor. After a fourth call I did get a return call form a representative who was not a supervisor, had no authority and did not speak clearly. After 30 minutes with her I was awarded $20 for the no-show service appointment and no other credit. Optimum should be ashamed of this performance and the lack of customer service. But due to its monopoly over cable service in LI it doesn't seem to care. I'm not aware of any means of recourse against these practices. Any thoughts would be appreciated.

i have had little or no internet and wifi over the last month spoke with reps on phone from optimumat least 8 hrs total over last month made me pick up new router then new moden tried to download wifi and internet from main office at least 6 times in last 4 wks from main office finally sent tech to building i live in.apptmt set at 11am.tech called me at 1030 said he already arrived and found problem outside my apartmentin junction box where only technicians have acess a crimped wire came inside to see if i had service and left Optimum is trying to charge me $80 for call saying tech reported doing wire work inside my apt NOT TRUE A LIE spoke to reps will not credit me, Ihave been a loyal Cablevision customer for 35 years never before an issue this new company is no longer providing service located overseas and is defiling the american way, I will not payI also own a house with full service Optimum$ 225.amonth will remove all services ASSENZIO [protected] [protected]@gmail.com

Have moved and had to disconnect my phone, cable, internet service with Optimum. WORST CUSTOMER SERVICE (if you want to call it that) I have ever experienced. There is no way to get a human being when calling Optimum. Even store locations give you an 800 number which routes you back to the same automated message. I spent 2 days trying to disconnect service and spent hours waiting on hold for someone to take my call - just to disconnect service. Finally, I called and said I wanted to add a service, and my call was answered within 4 minutes! And that is not an exaggeration! I honestly don't understand how this company stays in business! Now I am trying to get information on equipment return, and it is the same problem. IT'S NEARLY IMPOSSIBLE TO GET A LIVE PERSON!
OPTIMUM is the WORST! Now they are trying to charge me a ridiculous sum because I didn't send back 15 year old equipment. WORST... COMPANY... EVER!

Not received the bill, late fees, they won't remove it.
my billing switch from paper to paperless statment.
the service rep can not do anything.
horrible, wasting time
managers and supervisor wont return calls. always in the meeting they can not get out.
i waited 1 hour 6 minutes.
how can they operate like this in these days. If my condo allowed me to switch i am already left...
contact consumer protection beauroe for help for sure.

My name is griseele mirabal i have had services in my unit for for two months the. It took them two attempts to install services due to an address issue in tge system . once my service was installed tge first month. My services got disconnected four times due to the same address issue on tge companies end . in between each service disconnection my service woul be lacking i had no channells and my wifi internet did not work . i went to the company on executive boulevard. At that time they told me they would delete that account . and begin a new one in which that bill would be void . they gave me new boxes . service still did not i had to change boxes. Now for tge second time .. At this point i have continued to call due to issues with my service still that has not been fixed . and. The bill that was supposed to be expunge. Was sent to my house . and is now past due at this point i need to speake to some higher up or i will .
have to take this matter into other hands

I have sent requested documentation to Optimum's EARLY TERMINATION REFUND TEAM, twice by fax (516-803-6214) and twice by USPS mail to their Jericho NY office and by email to (proofconfirmation@cablevision.com) and have not received a response from anyone. Each time I contact Customer Service, their system only shows their initial request for a Verizon form with my "name and address" on it. All documents that I have been sending these past four months have contained all the required information for me to get remimbursed for the Early Termination fee that I was charged by Verizon, when I switched my service to Optimum. In addition, I have sent copies of everything to the sales lady (Fran Becker) who sold me the Optimun service. After receiving them, she told me to call Customer Service again and ask to speak to a supervisor. I did that several days ago and the agent said a supervisor would get back to me. No one ever called. How do I get my refund?

I have to say this is by far the worst company . I set up first time on line and the person on internet stated I can pay over the phone or give money order . So when the tech came Micheal he stated it's only cash. I explain to him that wasn't told to me. Well the nice tech left without resolving the issue. Then I called the customer service and it took almost 1 hr to get someone on the phone.Then I set up installations again and tech came and did not leave any info like how to log in. My friend was here to be present for installation but didn't know the tech had to leave account info. Then I called again two days still can't get anyone on the phone . And when I called to set up the 2nd installation I was charged for installation fee even tho the tech was the one who messed up. I Have to choice but to get this crappy company because it's the only one that service the area. So I get a call 10/4 from number 1855-412-5531 she says sorry blah blah and she couldn't help me either and she hangs up on me. WHAT IS GOING IN !

TV service was discontined due to "lack of payment." This was Optimum's error. I called customer service, provided the number on the cable box, got a signal from the office and then received the same payment message. I was told that I needed a tech to visit the house to resolve the issue. No appointments were available for six days!

I explained that this situation was caused by Optimum and should be repaired in an emergency situation by the company. Frank, the representative, told me that this was the schedule he had. This is unacceptable service.

Optimum randomly injects advertisements into client website requests without authorization and no way to opt-out. This advertising technique is predatory and violates terms of service that allow for unobstructed access to internet sites. These advertisements have appeared during demonstrations to clients and prospective clients, affecting reputation and relationship with other partners.

The sites depicted in the attached photos are not hosted by Optimum (they are hosted on my own servers) and I have never provided consent for them to inject ads. Furthermore, the telephone number in OptimumB.jpg does not provide the opportunity to opt-out of these ads.

I was interested in switching from Fios to Optimum so I called and inquired about their price for life. I was specifically told 3 boxes with DVR with Premier service would be 176.00. I asked at least 3 times if this number included taxes and fees and the woman said yes and went further to indicate that all prices given by Optimum are the final price including taxes and fees. Well, she lied. I called at least a dozen times and said I purchased the service as a result of fraudulent practices. They have never sought to resolve this matter in any way. I asked repeatedly that they listen to the recorded call all in vain. I'm switching back to FIOS as soon as I get my amazon gift card.
Optimum is a FRAUD!

My dispute is that I moved out of state at the end of July and I called your local number to cancel service as of 7/28. I called on 7/22 and now have received a bill for July and August, I returned the equipment and was told no balance was due. I now was sent to collections for $40.00 as if 7/28 it's 10/2 and I'm sure if I could speak to a human we can get this issue resolved, numbers I tried alot of them go to payment options. I tried to speak to a supervisor but s very rude and disrespectful CSR refused to transfer me over. I can't believe you put a long time customer on collections for $40.00.

My bill has increased 12.00 from the last month -- when we experienced an outage on S eptember 6. We never received the promised adjustment to this bill. I am seriously considering dropping
optimum for Verizon Fios.

Account [protected]

I would like removal of this 12.00 increase in my bill this month and refund for the September 6 outage.

I have had it! I switched from verizon fios to optimum on july 7th 2019. I have had nothing but trouble with the service. My tv along with my I pad just shuts off whenever it feels like. I have had 3 technicians out.in this time I have to take time off of work to be here for them. Each technician tells me a different story. I was in the middle of taking a cec test for my personal training renewal and my I pad shut down. My test was due that day. I had to contact them and ask them to please give me another day because everything I did on my test was erased. The last technician said it looks like it is fixed. The very next day bam the tv and my I pad shut down again. Now this is the last time I am going to have a technician out. They are scheduled for thursday (again, I have to work 1/2 day to be here). When I called this evening to complain and set up an appointment for yet another technician to come, I could not even concentrate on what I was saying to the rep because there was so much commotion going on in the background, people were laughing and talking so loud that I have to ask the rep if he can even concentrate, his answer was I am used to it. I called the (800) 735-5379 number and it was on october 1, 2019 at 8:00pm. Kindly respond to this e mail, as I am furious. Thanking you in advance, debi reines

I called the billing department 10/1/19 to ask for documentation for a balance that was transferred into a new account. The rep was evasive bordering on rude and said they couldn't provide any details about the transferred amount, other than the year 2011, and that I would need to verify it was paid. How I'm supposed to do that for an 8 year old bill and why they can't provide me a copy is beyond me. Expecting me to pay for something without knowing specifically what it is for is ridiculous.
My only recourse is to cancel the account and go with a competitor.