Optimum

On 10/6/19 I spoke with Jill (Operator ID 39C) where discussed canceling service in my boyfriends name/account-[protected] (I am an authorized party) and enable service in my name to receive the alltice lifetime benefit (my acct [protected]). She advised his account will be [censored] off on 10/12/2019 which is the same day a technician was coming to set up the new alltice account. She advised he would receive credit since the account is being canceled several days into the billing cycle. I received an email receipt of the new service where it stated $158.95 would be due at the time of service. Jill also waived the installation fee for the new account.

The morning of 10/12/19 I called Optimum before our tech was due to arrive to add an additional box to the new order which was not an issue at all. I expected to have an additional $10.99 added due to the last-minute change. I also asked if acct #9036 was canceled and the rep Axel (refused to give operator ID). He advised it will not cancel until the billing cycle is over and the full payment is due for that billing cycle. I requested to speak to a manager where I then spoke to Lauren (Operator LDI) She advised normally they do not end an account early however she does see that was agreed to and within 10 business days I will have a credit mailed to be for $50.19.

When the tech got here to install account #6904 he was showing $220 was due so he had to call and couldn't start service until the cod cleared. He advised not to pay him anything and to call within a few days to make a payment since the balance he showed differed from my original receipt/confirmation (plus $10.99). He took the 2 boxes, modem and router with him from Davids acct #9036.

I called back on Sunday to see what I owed and was told there was actually a credit of $60 for acct 6904 which I knew was not right. On Monday I received an automated call saying I owed about $169 which I was willing to pay since that reflects the email receipt I received plus about $10. They went to connect me to the payment line and I was disconnected so I went online to pay, however, my balance was now $191. I called back customer service and asked to speak to a supervisor where I was put on hold for a long time so I hung up. No one ever called me back and they most certainly had my number because I was talking to a rep prior to requesting to speak to the supervisor. I went ahead and paid the balance because I could not handle the back and forth anymore.

Today 10/17/2019 I called on Acct 9036 to make sure the account was closed and no balance was due. However, the automated service said $407.59 was due. I then spoke with Brian who said 2 of the boxed had not been returned but I explained the tech commented that he took the equipment from the prior account. He said he will remove $370 once the equipment is returned leaving a balance of $37.59. He provided me with a control # for the $370 which is 862-5656. I asked about the credit that was promised to me days prior by Lauren for $50.19. Brian then put me on the phone with his supervisor Alysa (Operator ID AST0175) and she said one the equipment is scanned I will see that reflected on the balance but there is no credit and I am not getting one plain and simple. I requested to speak to her manager but she said there is no one above her there and I would have to write a complaint or go to the store. Which is where I am now.

Moral of the story, I have issues with Optimum for a year now. The same situation happened last October where one day I talk to a rep and there's a promotion ot the rate is this or credit of this then I talk to someone another day and it's "I don't know why the other rep told you that." The same thing is happening now. Just with acct 6904 alone, I was quoted at least 4-5 different amounts from the time I scheduled service on 10/6 until 10/17. My wifi constantly goes out both with the old account and new account which leads me to use my hot stop and takes up my data. I work from home so I rely on wifi all day every day. Your service has impacted my work drastically as you can imagine it is not professional when I am on virtual calls and I get dropped off. I am requesting a call from a Director or VP of the Customer Service and Billing department. I have been laughed at, been spoken to in a condescending way on numerous accounts. I am requesting a credit to the existing account for the horrible service both with the equipment and the staff at Optimum as well as for the number of hours I have spent talking with rep after rep.

Thanks!
Nicole
[protected]
[protected]@gmail.com

On October 16, 2019 at approximately 4:25 pm I called Optimum regarding my son's account [protected]) William Delvalle. I informed the representative that since this was a new account we were unaware of the new phone number that was attached to this account. All we wanted to do was get the phone number and then request a change to the previous number we had. I gave him my name (Marisol Figueroa) and my cell as well as my sons information. My son spoke to the representative reiterated the information.
This male representative stated he could not find the information via our names, cell phones or address and kept insisting for the account number that we did not have at the time. I informed him that in the past we verify all information by these methods. He was very uncooperative and refused to help. When I insisted on speaking to someone else or a supervisor he refused. He kept saying he was the one in charge. This lack of customer service is unacceptable. He was condescending and and gave the impression that my son was not the account holder. Now I have given the date and approximate time in the hope of having someone review this call and see the incompetence of this representative. A person like this has no business in customer service and the conversation was very frustrating.
I called afterwards and my issue was resolved with a different representative but it does excuse the poor customer service that I experienced with this individual. I would like to know what action will be taken in regards to this situation. I thank you in advance for your prompt response.

Sincerely,

Marisol Figueroa Delvalle

Just received a computer generated email from Optimum, asking if all my questions were answered. None of my questions were answered. Three calls to customer service, not one of the reps could identify a major outage that has existed for several weeks. Tele Cable, a cable contractor from South Plainfield, N.J., has been on my block for over a week replacing a damaged under ground feed. While this is being done, a temporary feed was run in the trees to provide, what is supposed to be, service. It is awful. Constant pixelation, unable to watch any programming. The thing that is most infuriating is the fact that none of the customer service reps could find this information in their system. I would like to know, what compensation will we receive for the two days with zero service and weeks of subpar service. Truth be told, if I had an good option, I would have switched a long time ago. Would love to hear back from someone instead of getting your computer generated emails that look to do nothing more than sell me multi-room DVR.

I have been having a billing issue since June 2019. My bill went from 434.00 ( for 2 months) to almost $1000. When calling and requesting a supervisor, I was told 3x's one would call me back 24-48 hrs. NEVER did. I am writing a letter to the corporate office and will switch providers when I can. HATE OPTIMUM! not to mention on hold over an hour every time I call. I've been a customer for over 30 years and maybe someone should read ALL the complaints and address some of these issues!

I returned all equipment to Optimum on Monday Sept 16, 2019 (they are closed on Sunday so I could not return on the 15th) Now they are telling me that because the cycle started on the 16th I have to pay for entire month 9/16 - 10/15 for a service that I did not have. Now really, $195 is alot to pay for something Optimum did not provide and I was paying for Optimum in my new location.

Cannot get a person on the phone and when you finally do, after 1 hours, they disconnect you.

Frustrating. A customer of 30 plus years should not have to go through this.

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.