Optimum
Reviews and Complaints

Unbelievable. I tried to reach optimum for hours yesterday and could not get through to a person. When I finally did, the representative switched me as fast as she could without letting me talk or having the courtesy of telling me why or who she was switching me over to. I then waited on hold for 30 minutes until optimum simply disconnected. They are disgusting. I called to inquire about switching to altice and to see if they could offer me a better deal, as a family member with the same optimum/altice service is paying $100/month less than me. One option was to have them call me back in 45 minutes. They called me back 7 hours later and the representative told me he doesn't even have optimum for his own home! What does that tell you? I set up an appointment to switch to verizon on sept. 20th but thought I would try one more time today to reach optimum. I called a number I found online for optimum and finally reached someone who proceeded to talk over me as I tried to explain what I went through yesterday. I told him I had set up verizon. His response was "go ahead an switch." I said, "I am a customer for years, I thought if I reached someone you could help me switch to altice 1 and offer me a comparable offer to verizon and this family member. Rude, did not let me talk, told me he was switching me without asking my permission or telling me where or who he was switching me to and I was not surprised to then be disconnected once again by optimum. What the hell is wrong with this company and the rude people who work for them? My mind is now made up. I am no longer going to pay a company that doesn't give a damn about its customers and has representatives who don't know basic kindergarten level manners. I am appalled by their behavior and have already began to spread the word at my place of business, the largest in the state of nj, at how they treated me, one who has been with them for years. You suck optimum. That may not sound professional but it is the most generous evaluation I can give without speaking in unladylike terms. I intend to call the bbb as well to report the way I was treated. Horrible, horrible. I was able to call verizon, reach a person and set up a better service all in about 15 minutes for $100 less/month besides! My next action regarding this garbage can company will be to disconnect from them and never look back. I have already convinced 3 people to call verizon and they are all switching from optimum. I intend to keep spreading the news of how awful this company is. I was in disbelief this morning when the optimum person said,"go ahead an change, I will switch you to the person to turn us off."what a no good @#@#. I said,"you are not even listening, I am calling to give you another chance..."he just kept yelling over me until he switched me and cut me off. I was actually being very polite thinking I might have reached someone who could help. I get the feeling its employees do not want to work and figure the company is large enough to think, the hell with this person, we have plenty others. Well I have news for you optimum, bad customer service news travels fast. The average person who was mistreated, according to research will tell a minimum of 10 people and often more who will then tell that many more. Soon, you may not have a job or a company. The person who called me back from optimum last night, 7 hours late said,"optimum is having a lot of trouble right now. I don't even have optimum."how sad is that? I am going online to the better business bureau and"seven on your side, now. Judy howes

We lost our internet and phone service on Frida, September 5, 2019. I called customer dervice 7 times that day. The nessage I got was "we are sorry that we can not take your call, please try later" After trying 7 times, I finally gave up/ I called sgsin today and was told the wait was 45 ninutes. I was on my cell phone for an hour and a half and got no response and hung up. I only have the internet and phone service and I am paying $118.10 a month. I count on the internet to pay my bills and for work. You can charge what you want because you are the only choice we are given for cable. It is outrageous that you don't value your loyal customers enough to answer our concerns. We should be given a credit when we don't have the services we are paying for. I do plan on filing a complaint with the BBB. Maybe then you will finally do what is right by your customers.
Diana M Pelkoski
account # [protected]

Hello all
DO NOT, DO NOT, DO NOT, DO NOT I repeat DO NOT get any cable or internet service from this company. This has to be the worst cable company in existence. I'm going on 1 week trying to have my internet and cable connected as a new customer. No one seems to have an answer as to why my technician was not able to connect my services. I have tried calling many times with no luck for a resolution to my issue. I have spoken to just about everyone in the company for answers and all I get is "will call you back"( still waiting for a call back). Not only has the company not been able to provide me with service, they have lied on multiple occasions. To make matters worse they over charged me 4x the amount I agree to pay and when I asked about it all they said was "we don't see it in our system" which was BS. I have also rescheduled for a tech to come out and he never showed up. This company is completely unprofessional and flat out suck. Do yourself a favor and look at other options. Good luck ✌🏼

Have made multiple calls since May... I'm the last 2 weeks I have been assured the supervisor would call back... but never did. Problem started when there was tv troubles, cable on phone tech said I needed a new box, when she sent it she didn't send return label... I hired someone to install it still no service... they Sent a tech and he replaced outside lines, he never took the box, I called for labels 3 times, never came... finally after exhausting phone calls they had my name misspelled on my email, correct on my bill however. I called for the supervisor 3 times because they on took off $9 for a box I had over 3 months and never needed.? 35 years with you and its tempting to end it now [protected] bartholomew_carol @yahoo.com 5 Walnut Avenue, Stony Brook MY 11790

Let's get down to it, optimum is one of the worst services I have ever come across. Not only do they have the worst product line on the market but the matching so called "customer service" is going down hill fast. From rude associates hanging up to not reaching them for two days. The recent outage cost my more than $500 due to my 24hr business needs WiFi all the time. I also have two college students who need WiFi all the time. This is outrageous and disgusting. Not Paying my bill now will be as easy as them not answering customer complaints. Absolutely worst company in the history of the world.

I have tried to port over a number they said it's ready to go they sent someone yesterday he said their system was upgrading he couldn't do anything then he said he would come today well optimum says today oh well we can send Sunday this is after 3 hours on the phone also trying to get a supervisor I refused to except Sunday I wanted today and she ended up hanging up on me. Her name was Natasha in customer service they should fire her

My cable was set to be installed on the 8th of August. An optimum cable guy left two boxes with no installment. He reassured me that another guy would come tomorrow and finish the job. Meanwhile I also spoke to a customer service agent, explained my problem and was reassured I would not be charged for the cable to be correctly installed. The next day the job was completed! The cable was terribly slow the WiFi as well... on my first billing cycle I was hit with an additional 80 dollars for a service fee. So basically I was charged with a job that was never completed the first time. I've called customer service 7 times in the matter of 2 weeks and still haven't had this problem resolved.

THIS IS THE MOST MEDIOCRE SERVICE I'VE EVER HAD.

Not only does the internet service suck. But the fact that they disconnect every time I call them and the person doesn't understand what I'm saying half the time sucks.

"Optimum lets connect more?" More like Optimum can't wait to disconnect and get back on my Verizon phone plan.

Good luck my friends and family are leaving too. Get your customer service up to par.

On September 4, 2019, I called the Optimum service which incidentally has a monopoly in my area. Not only was the service curt, the service representative was hostile in resolving the issues mentioned, and dropped the call as well. It's exploitative of paying customers that they are able to maintain a monopoly and there is almost no way to submit complaints about service as well. Optimum is a terrible company, and really should be sued for violation of anti-trust law for monopoly dealings in certain areas of New York

I literally have the [censored]test wifi no thanks to Optimum. Everything was fine until something went wrong and now my wifi won't let me go on certain sites or certain apps on my phone. My mother has called and complained to Optimum multiple times and they haven't done jack [censored]. The most they've done is come to my house and dig. They said there was a problem they needed to fix in my street, it's been two months since they've said that and no work has been done. I am sick to the back teeth of having slow internet because Optimum can't do their job. So I suggest that Optimum comes to my house and fixes the problem in one day and makes sure everything is fine or some legal [censored] will go down. I am so done with Optimum so if they want me and my family to keep giving them money I think they should get off their [censored] and get some [censored] done before I lose my marbles!

I was issued a $85 bill for service call. I asked on the phone if there was a charge. I was told no unless I was not there when they showed up. I was there. They changed the box and no improvement. Called again. They came out a week later. They said the problem was with the splitter outside. Changed it. When I walked in a service tech said he changed the jack inside to. He said " prob nothing wrong with it but I'm here". That's what I got charged for. I never was asked and also was told already that there's prob nothing wrong with it. I called and had fios put in the next week. So they lost my monthly subscription. I recited the bill for service today which I promptly threw away. They will not get it. If I have to go to a lawyer and pay $1000 to not pay them I will
David Tender
[protected]
[protected]@gmail.com

I was given an appointment date for 8/31/19 between 2 and 5 PM. I live in a basement apartment where cell service can be a bit spotty. I recieved a voicemail from optimum at 3:08 PM stating to call them. At which time they told me the technician had been there at 3:06 PM and I was not home and that the earliest they could come back was 9/5/19. UNACCEPTABLE. I then wasted the next 53 minutes on the phone trying to rectify this with optimum where I consistently heard there is nothing we can do. The first representative I spoke to I had asked him to speak with his supervisor he then tried to talk me out of speaking to a supervisor telling g me there was nothing even his supervisor could do and I asked again he said please hold and connected me to a woman named Sasha who was not a supervisor and when I asked her to speak to a supervisor she said that a supervisor would call me back within 1 to 3 hours. Again UNACCEPTABLE. I then called the retention center and within 3 minutes a very nice representative named Lee had a tech coming back to my house within 45 minutes. So far my experience with optimum is very bad and I dont even have the service yet. The way this was handled today with the exception of Lee was completely absurd. Why did I have to jump through so many hoops just to get an answer or speak to a supervisor (which at this point I still have not). I am very unhappy so far and this needs to be fixed. Any questions please contact me my name is Keith Duffy and my telephone number is [protected].

Thank you.

after providing emails and proof - including bank statement showing 151.00 plus -optimum mades promises to pay -confirms it on phone -then promises to pay the 151.00 contract rate due date by reps was aug 22nd -and debit card of 99.00 was soon to follow - the service is a bid fraud - the 2nd computer -has bad connectability - microsoft, and nikkon down load wouuldn;t even work - a fcc complaint was filed, and a rep called says he see nothing -although between 4-5 emails were sent -every time ithe same result -the rep then stated payment would be 125.00 not 151.00 plus -no payment credit - rep got cute, and said i will get the 125.00 - but when asked when -it wasw another 4 -6 weeks ---back to first base optimum seems to be a real scam - i had fios for years, and all my stuff worked -but seems that fios, violated the contract - and the package would need to be updated to a higher deal i didn't need -optimum router/modem has been a promblem from the first day ---- buyers beware -pass this on, don't get scammed

Optimum reps are uniformly nice on the phone, but how does that help when all our service, internet, phone and TV was installed incorrectly by an installer who clearly didn't know what he was doing. Could have been from a Borat movie, honestly. It took three weeks, five visits to resolve the problem, bingo, he'd attached it to the wrong wire. Five visits meaning, bad or no service, time wasted waiting etcetera. When it came time to give us a rebate, the system only allowed us four dollars. Impressive work on their part, a system that cannot be denied, some mysterious central computer that makes them money at your expense. I am looking into finding a different provider, but our block seems to be in a dead zone for that.

I do not use TV or Phone and wanted to cancel both but keep my internet services. The company raised the rate for the internet connection to more than $86 and, I believe, that was before taxes - so in effect -I would be paying more for just internet than if I just kept all services. The company includes a pricing insert with their bill - that insert has internet services ranging from $29.99 to $64.95 - NOWHERE do I see any cost of $86, nor do I see any statement about bundled costs. This is false advertising - I want them to honor the prices that they documented and claimed was accurate as of July 2019. In addition, they are fraudulent - depending on who you are, the prices for the same service vary greatly. If you are from Brookhaven and have virtually no other internet provider choices - they slam you with pricing - not so if you are able to switch to FIOS. I want my bill adjusted to reflect the prices listed on your bill insert for internet service.

I am a 30 year loyal Optimum customer. I inqired about your offer for Altice One, one price for life. I was told that as a loyal customer for 30 years I do not qualify, only those who have left optimum or never had optimum are eligable. That is not how you treat loyal customers. This is not a one or two year promational deal, this is one price for life.

Add to this mix the false statements I was given by several of your employees and the over 2 hours of hold time I had to sit throught I deserve the oportunity to partake in this promotion.

As a 30 year loyal customer who was given false information, never received the reurn call I was promise and wasted over 2 hours on hold to speak with a respresenives of optimum I deserve this promaiton.

I have been a customer of opimum for 40+ years. Until recently I have not had many problems. However the last couple of lmonths I have had constant service interruptions, with cable and internet. I pay $ 6.99 a month for service protection.

I have had service calls twice in the last two months. The first was totally ineffective. One hour after he left I had no internet again. I had to go to the local store. The second call resulted in a new box and the old cable box was taken by the service rep. I again had to to to the store and exchange that box because the same problemhappened all over.

When I was at the store the representative told me that I was being charged for 6 boxes. Itold her that was incorrect and I only had five. She said she would give me a list to compare it to the boxes I had at home, whixh she did not. Instead I now have a bill for 7 cable boxes.

I have called the office4x only to have them delete ad add back on, hang up on me, advise that a supervisor would call, and received none. and lastely, all my information has be investigated and I will receive a call in 4 days.

In addition I was advised that for $3.00 a month more I could rewind regular tv, with a small flash drive. I am beingg charge $17.99. In additin I am being charged partial month activiy on cable boxes I do not have. And lastely, I am still having problems with the DVR not being available and extremely show internet.

My name is Darlene Fanning /[protected]@optonline.net

I contacted Optimum to discontinue my internet service. The original rep in the phone did a good job. But once the retention manager was put on the line, I was badgered aggressively by someone named "Nish" or "Neesh" and told that she would not be able to discontinue my service if I didn't listen to her sales pitches or if I didn't answer her questions. After going in circles she made me very upset and I refused to continue the conversation and I just wanted to cancel my service. I still haven't received confirmation emails and now I have to call back to ensure it was cancelled.

I might have considered Optimum service again in the future, but not after today's experience with the retention supervisor who would not process cancellation unless I listened to her spiel! Very angry about the way I was treated by this supervisor.

I have serval things that I would like to address about your "Off Shore" customer service representives. On August 20, 2019 I was suppose to receive an installation of Altice One form 8am to 11am and they never showed up. So I called you 800 and a spanish speaking man answered my call. I told him that the installer never show up. He basically made me repeat myself serval times then he started regurgitating what I told him several times and and wanted me concur each time. So I was feed up and ask to speak to a supervisor, then he ask me "Why" I replied that it was none of his business just transfer me please then he got really indignant with me questioning and yelling at me. You should listen to the phone conversation, then reprimand and retrain him on:
1) Never question a customer when they want to speak to a supervisor
2) Talk to the customers with respect at all times
3)He should never lose control and be closley monitored, because you will lose a lot of customer with hi attitude.

Then on Thursday, August 22 the tech guy never showed up agsin for installation and I encountered another rude mouth "Off Shore" employee of yours again who hungup the phone on me. I think your "Off Shore Employees" thinks that when a customer ask them to be transfered to a supervisor then they will get in trouble or worse be fired. I called back and spoke to a supervisor named Richard and told him what transpired and he said that he would look into it. Then he rescheduled me anothe appointment for today Monday, August 26, 2019 from 8-11 am. The tech guy showed up with Samsung boxes not my request of Altice One and my service level has been downgraded. I cannot convey the frustration that I currently have. So I called your 718-617-3500 and came across a rude and disrespectful "Off Shore Employee" again. At first she was nice and caring, but she did not have the autonomy to do anything so I ask for so to speak to her supervisor. Oh my God Dr. Jackley and Mr. Hide came out. She replied "Why, I told you that they cannot do no more than I can do" I replied that I heard what you said just please transfer me, thank you. She kept going on the and Optimum rep call on the house phone and I told her to have a nice day.

In a period of one week I have been on multiple phone calls with your representatives and lost 3 days pay for taking off work for installation of a product that I did not ask for. In addition, spend countless hours on the phone with several of your untrained, disrespectful and ill-mannered "Off Shore" customer service representatives. I have had Optimum for years and never had a problem with your customer service staff until earlier this year.

Dissatisfied customer,
Rochelle Touré
[protected]

I

Optimum rep (Jennifer) & her supervisors scheduled a tech to come to my home to reconnect the 17 wires between my house and 2 neighbors after all of our electric was restored from a blown transformer and fallen tree. We waited 50 hours and finally had the appointment set. About 15 minutes later a woman from Optimum dispatch office (800-333-4857) named Erica called me & my neighbors & said the following, "The rep should have never scheduled an all day appointment for you, our techs have been working all day and are tired and we do not have anyone in the "pool" to come fix your wires so you will need to be home Wednesday that is the soonest I can have someone out to you". I said that is unacceptable. There are wires laying all over the lawn, draped on the roof and across the driveway and it is a hazard so someone must come as scheduled. I even told her that a supervisor authorized the original work order & she replied, "that's not my problem they didn't have the authority to do that" She then tried to speak over me, I told her to have a supervisor contact me and as rude and snide as she could be, yelled, " I don't have a supervisor around to call you which doesn't matter anyway because like I said 5pm - 8pm is too late and no one will be there"! This dispatch rep was not only disrespectful she was extremely unprofessional and she should NOT be working on the customer service side at Optimum. I called Optimum and explained what transpired and I said please understand that these wires are dangerous hazards I have small children and pets and if they trip or get hurt due to your incompetence Optimum will be assuming all liability in the lawsuit that will follow. I have no qualms going back to Verizon or another cable/internet/phone service provider that would be happy to come here and put the wires back up on the 45 ft poles where they belong, NOT laying all over my yard, my neighbors yards and across our cul de sac!