Optimum
Reviews and Complaints

Unable to get through to customer service via current automated phone system. Reported equipment issue (main cable box constantly displaying CS Registration message) Technical troubleshooting with representative was done but had not resolved issue. I was erroneously charged a technician visit a year ago when I upgraded to Altice equipment. It has since been corrected but I have continued to experience intermittent service issues consistantly particularly with internet service. I had resorted to using, and many times, exhausted my CELLULAR DATA PLAN as a result! It has become very frustrating especially since I can never get a reasonable explanation from ANYONE there as to why this is happening. It is EXTREMELY FRUSTRATING AND I'M PAYING FOR THIS! I HAD ENOUGH!

I've been a long time customer, senior citizen, on disability and I'm trying to do everything I can to reduce my bill. I've been asking for quite sometime now how to reduce my bill. I changed my billing cycle to suit my disability payments in the hopes that I can stop being charged $10.00 late payment charges. It just got changed. Let's see if the billing reflects this...

I asked about the $10.00 per month charge for the modem. So you know that I've paid for the modem 20x's over! So, by now I should own it, no? I have a suggestion on this but I'll wait for your reply on this issue.

I'm part of a support housing organization, Concern for Independent Living. I'm also a Safe Link .gov cell phone recipient. Given all these factors, what do you think would be fair

Hope to hear from you soon.
Peter De Pippo
5 PondView Dr. Apt 13
E. Patchogue, New York
[protected]

Back in March I called to terminate my services and requested that the equipment e picked up. The rep on the phone informed me that a tech would be to my home on April 11 to pick up the equipment. No one ever showed. Last week I dropped the equipment to the optimum store since it became obvious that no one was coming to retrieve the equipment which was taking up unnecessary space in my home. I also attempted to remove the autopay feature from the account several times online. The system would not allow me to do this since I was no longer an optimum customer. On Wednesday I noticed I was billed for the equipment $1275! I called and the rep informed me that I would be receiving a credit to my bank account within 2-3 days. I also requested a call from a supervisor since I had multiple insufficient charges to my account for other bills that were due to be paid. The money should have never been taken from my account and the equipment should've be picked up like I was told it would be. I have several unpaid bills as well as insufficient charges to my account because of optimums mistakes. I called to and found out that the refund had never even been submitted. I need the money that was taken from my account and I also need to be compensated for the company's misconduct

I am a new customer applying for cable which i just moved in 3 months ago i gave my social many times and i jave never had cable in my life and i was giving the run around i have kids with no tv for one week now and optimun is still asking for more infornation. I have mail other bills and all available and i am still denied yet all im asking for is Internet service my contact information is [protected]. Some how which is a lie they said my address was marked for fraud...how is that for not paying a bill that is not fraud and i will have legal services submitted for having my address marked as this i feel embarrassed and no one help me not even the superviosors i spoke with. I alsi had a comformation number. It will be appreciated if thisbwas taking off and i was givinig the oppurtunity...I will still push to sue optimum for humiliation and discrimination ill see you guys in court. Ziare Harris

I've been with optimum since 2009 and have always been on time with my payment even while on deployment so it comes as a surprise when my account didn't renew my automatic payment during one of my overseas deployment that I get my services disconnected. Easy fix pay what I owe and turn it back on. However after talking to one representative and them telling me it was an easy fix just pay the 405.55 that you owe to the payment center. I get transferred to a rude impatient and hard hearing representative by the name of Cheryl who tells me I need to pay 800.55 to get it all fix. She was dismissive unapologetic and condescending throughout our 7 mins interaction where most of it I was put on hold. Apparently because my services were disconnected I was no longer a "valued customer" of damn near 10 years. I am a US Marine and honestly that was a blow I've never felt before.

Yesterday, 7/3/2019, one of your techinicians installed optimum at 0-121 Tunbridge Rd. in Fair Lawn N.J. I live across the street and the jerk left wire and a half empty orange juice container in front of my house. You need to trai your people better or not hire such slobs. I'm sure nothing will happen on your end but if it happens again, I will go to my town and file a complaint against you.

We moved from Jackson to Freehold. I called Optimum early June to inform them of the move and to request set up of new equipment for our new address for June 27, 2017. They were supposed to come June 27th, between 8 and 11. I called Optimum that morning around 8 am to confirm the appointment. The Customer Service Rep. informed me that there was no appointment set up for me that day. After some investigation she told me that it was an error on Optimum and apologized to me and told me that she would get someone out that day. A very nice and helpful gentlemen did come out that day and informed that my phone was changed. I told the Customer Service Rep. the first time and the nice Representative that morning that I wanted to keep that phone number. I again called Customer Service and was told that it would take 3 to 5 days to get that number back, that was on June 27th. On July 3rd I called again to see how long it would take to get that number back and she said that there was no record of my call. She told me that she would set it up for that number to be changed on July 11th. Heres the problem. I need that number now. I make phone payments with that number and I have many family, work and friends that call me with that number. It should not take a week to get that number back. I've had that number for 24 years. I need this to be a high importance and get that number back TODAY. What a nightmare it has been with Optimum. I'm not happy and I am very close to calling Fios.
Please take care of this ASAP.
Christina Kirsch

I called into the long island service line of Optimum to cancel my service as I am moving in with my fiance and putting up my house for sale. This is not something that I specifically wanted to say since my house may be empty during the sale process. The service person told me they require my new address. I indicated that they could send it to my current address as the house will be up on the market and I will still be receiving mail.

I would never give a service company that I am cancelling a new address if I will not be using them in the future and I don't understand why they would need it. I told the service representative this and he basically inferred that I was lying and that anyone asking for service under my address would not be given any discounts.

I understand that many people try to do different things to get different deals, but I don't care if I can't get any discounts as what I stated was the truth. At that point when I indicated to the service person that no discounts moving forward was fine, that should have been the end of the conversation, and the cancellation notice should have been sent to my current home address. I have had your service for over 10 years. . . why would I change things now?

He proceeded to tell me he had seen it all and that it was fine if I wasn't moving. This was just demeaning, so I re-indicated, at this point my irritation moving to anger, that I was moving. Still this man does not believe me and I was forced to give some bogus address and told him so. He indicated that whoever received the cancellation notice would have my account information but if my account number is cancelled, what does it matter? It certainly doesn't give my online account information or passwords. This was out and out inappropriate.

There is absolutely no reason why I should be forced to give my moving details in order to cancel service, especially after I specifically said I understood that no deals would be given in the future.

Good Day,
Upon extensive research of complaints on Cablevision, I am aware that this complaint would probably go no where. I had been an Optimum customer for years, tolerating the jacked up prices, policies that make no sense, terrible service and even worse, unknowledgeable, unhelpful customer service. Fed up, I finally cancelled my service after 20+ years and switch to Verizon. We own a building and I convinced 5 other tenants to cancel their service as well. With the reputation and service you have, it wasn't hard. I've been trying to get my bill ever since I cancelled my service to leave my account clear and it's unbelievable how Customer Service Reps advises me I know longer have access to my bills. What ? How am I suppose to pay without reviewing a bill ? That makes no sense to deny access to my own bill and expect me to pay. After numerous chats and phone calls that were very frustrating, I finally got a "supervisor" that agreed to mail me a bill, stating I should received it in 3-7 weeks. It has only been 1 month since I cancelled my service, I'm waiting for my bill to come and I start getting bill collection phone calls. Seriously, now you looking to ruin my credit and do me harm when Optimum is dropping the ball ? Honestly, Verizon isn't much better and I had been thinking of switching back, however after this last insult, attack and lack of honorable business practice, I can honestly say I rather keep looking that go back. Optimum customers are slowly losing their loyalty, but sooner or later the abuse get too much and we run into any other company.
Sincerely,
Josie Ortiz - Unhappy, disappointed, fed-up EX-OPTIMUM CUSTOMER

On 7/2/2019 at about 9:30 AM I called Optimum customer service, in Riverhead NY, to find out the procedure for acquiring DVR service. The rep asked what type of DVR I had and she checked to see what type of box it was. After checking the serial on the box, she offered me $12.99 service for recordings that would stay "with the box" or $17.99 service for "cloud" service. I chose the $12.99 service. I had disconnected the box and was told that they could send a signal and I should reconnect the box and we did. This requires moving furniture and crawling around which is difficult for my 72 yr old husband. The DVR signal failed to work. The rep said she would have a tech call us.
I had disconnected the box because I had was traveling 20 MIn. to Riverhead and planned to exchange the box while I was there running errands.
When I return, At 1:20, we had not received a tech call, so I called Optimum again. I spoke to Valerie, who told me my box would have to be brought in and exchanged for a different box. Having gotten 2 stories, I asked to speak with a supervisor. She refused to do this. Aggravated I decided not to get the service.
At 1:45, Eddie a tech rep. called me and told that the only service available at Optimum, was the $17.99 service. He also told me my bill showed a $12.99 charge for DVR service. I asked to speak with billing and spoke to David.
I asked David for an address where I could send a complaint letter and he was confused and non respondent ( I had to tell him my phone number 5 times and he gave me my address in response to my request). I never got to check about the $12.99 charge. I gave up after several minutes of waiting for a response.
The service reps, with the acceptance of Eddie, were incompetent and the service was unacceptable. After a long time on the phone, I am still without DVR service and frustrated with Optimum.
We have been loyal customers since 1977. What do I want? I want free DVR service for the next 6 months with the box I have.
Margaret Kiepe : Frederick J Kiepe Acct. # [protected]

I'm a new customer. I recently signed up for your current promotion:
$64.99 Mo/1 Yr For Up To 200 Mbps Internet, 220+ Channels, 4K Ultra HD + $200 Prepaid Card

The first bill came in early June, it was $233.74! I called customer service to inquire the reason and requested to speak to a supervisor but not available, but promised to call me back. But it never happened,
I never received my $200 prepaid card. I called again, and was told I was disqualified because late payment!
Now, I know the first bill had start up charges, equipment, etc so I expected to pay more.
Why I was disqualified?
Why is my current bill $125.05. Is it possible to go from $64.99 to $125!

You offered a promotion for new customers. I'm a new customer
Please, help me get what I signed up for.

I'm a new customer. I recently signed up for your current promotion:
$64.99 Mo/1 Yr For Up To 200 Mbps Internet, 220+ Channels, 4K Ultra HD + $200 Prepaid Card

I never received 220+ channels so I agreed to pay $10 extra to get channel 34
I never received my $200 prepaid card. I explained I didn't receive the remittance for the first month and called to tell them so. I paid in full when this was cleared up.

I added on phone for $10

Now, I know the first bill had start up charges, equipment, etc so I expected to pay more.

Why is my current bill $186.55. Is it possible to go from $64.99 to $186?

You offered a promotion for new customers. I'm a new customer
Please, help me get what I signed up for.

Thank you,

Elaine Cirillo

how do I report a dangerous Optimum truck driver! Unbelievable I cant find a "contact us" link ! Hempstead Turnpike Levittown Tuesday 6/25 about 5:30 pm truck number 724... throwing garbage out the drivers window and changing lanes without signaling ! Management should take this loser off the road, and set him up for volunteer work cleaning the garbage off the highways !

Friday, June 21, 2019-NO SERVICE
Saturday and Sunday, June 22 & 23, 2019- NO SERVICE
Sunday June 23, 2019-Called Tech Service-After an hour of working with a Technician advised I must return the Modem as it is a "paperweight" and a new one is needed.
Monday, June 23, 2019-Went to Cablevision and was given a new Modem. After I set it up the Telephone and Internet came back on but the TV on 1 box of 3 was not working. Spent hours hooking and re-hooking up the connections my own and then once again as directed by another Technician. I was finally told I need a new cable box. And I was told that I should request a credit while In am there for this inadequate service.
Tuesday, June 24, 2019-Went to Cablevision, again, and received a new cable box. I was told that I cannot get a credit through the store and must call for a credit for inadequate service.
Came home and hooked up the new cable box only to find that the same issue as yesterday was happening. Once again, I call Technical Service, was disconnected after working with one Technician and after a half hour of working with another Technician I was advised after that A Technician must come out.
I WAS TOLD SUNDAY, MONDAY and TUESDAY that this issue can be resolved by me and NO TECHNICIAN NEEDS TO COME OUT.
Now I am told that No Technician is available today and can come out after 5 tomorrow. I WORK AND AM NOT AVAILABLE UNTIL MONDAY.
FINALLY, spoke to manager Lemmy who could not help in getting this issue resolved and a Technician will be out Monday, July 1, 2019, unless I TAKE TIME OFF TO WORK AROUND YOUR SCHEDULE.
THIS IS ABSOLUTELY HORRENDOUS THAT A PAYING CUSTOMER WHO IS TOLD TO DO IT YOURSELF AND SPEND S HOURS DOING YOUR JOB HAS TO WAIT 10 DAYS.
THIS NOT ACCOMMODATING YOUR CUSTOMERS.
PLEASE LOOK INTO THIS MATTER AND CONSIDERATE AND EMERGENCY AS I HAVE BEEN DOING YOUR JOB FOR 3 DAYS NOW.
SEND A TECHNICIAN OUT TODAY, JUNE 24, 2019 AS I AM HOME TODAY.

To The Honorable CEO of Optimum. MR DEXTER GOEI June 24, 2019

My Name is Chaim Neiman and I did a silly thing. I had Optimum for years, I thought I could get a cheaper bargain with your competitor, verizon. I switched to them and saw, It was no bargain. I left them, afyter 2 days. Came back to you, and I lost my phone jack dial tone. Called Optimum for service, and they told me, " if it's inside wiring I will have to pay $80 bucks, if it is on the outside-it would be free." The Fellow came down and in one minute, found the Verizon box and disconnected their connection and I got back my dial tone. I asked him if there would be a charge for that, he couldn't answer. Lo and behold, I got the charge of $80.

Not only that, my original price of $54.99 was uppded to $87.49 as you can see here.

This is from Wed, Jun 12, 3:32 PM (12 days ago) Changes to your account Services Added
Service Protection $6.99
Optimum Online Promotion $44.99
Modem(s) $10.00
Network Enhancement Fee $1.00
Double Play Tracking Code for 12 Months $0.00
Optimum 100 Promotion $0.00
Phone Promotion $10.00
Services Removed
Optimum Online $-64.95
Optimum 200 -$20.00
Modem(s) -$10.00
Extra Discount -$-19.96
Updated total monthly recurring charges
This is the revised amount that you can expect to see on your bill every month before taxes unless more changes are made to your account. $75.48

My $54.99 bundle was upped to 87.49

And this is from June 20
Updated total monthly recurring charges
This is the revised amount that you can expect to see on your bill every month before taxes unless more changes are made to your account $87.49, So, I am a senior citizen, with limited resources and pleading with you, to revert the Service charge, and to keep my original promotion rate. ( $75.48)

Here I am trying to save money and all it brought is total confusion and aggravation.

I am sure you will have the heart to help me out and hoping to hear from you,

Chaim Neiman

1A Daisy Ct.

Lakewood New Jersey 08701

[protected]. -

Read my call in reports. Intermittent since since May. You sent a service guy who only plugged in his computer nothing else. Told my husband and me that it was out equipment. HD out OT out twice he said it was optimum still intermittent cable phone and emails. Another service guy comes out says the first guy didnt do what he was suppose to. No kidding! This guy got us up and running still having intermittent issues. Field supervisor, please call me with any issues. Yeah I have a few issues. We spent 1600..plus dollars and u charged uams twice to service our home and this supervisor wont call me back.
I want 1600. Back! I would switch in a heart beat but we have no alternative. I work from home. I have sent a letter to the AG hoping someone will help us out from these thieves.

I just ordered TV service with Altice, the techs were here this morning and installed all boxes on 4 tv's. It was not running when they left, they told me there was an outage and it will eventually install. Nothing happened, so I called optimum support and they told me that they need to get another technician out but could not until tomorrow, If the original tech could not install it for me why do I have t wait until tomorrow? This is the poor service especially to a new customer.

My mother purchased 2 bottles of Dermablend products at the Hillcrest (mall) Shoppers Drug Mart on May 30, 2019, and a bonus point of 10, 000 should be added to the optimum card. Right at the check-out, we didn't find the bonus points added, and enquired the cashier, but was told that it happened sometimes, and the bonus points should appear the following day. We took her words, and didn't check after.

When my mother did the purchase today on June 23, we found at Hillcrest Shoppers Drug Mart that the 10, 000 points were not added, so we requested that same be added to my mother's card, but was refused by the cashier. The cashier gave us a phone number to call, and since today is Sunday, I could not get in touch with any person to update the points. My mother would like to redeem 50, 000 points today so as to get an additional $15, as advertised by Shoppers Drug Mart. Right now, she only has some 40, 000 points.

I tried to resolve this with Alex, the manager of Hillcrest Shoppers Drug Mart, but was provided with no solution. He said he could not add any point, nor could he offer the same redemption bonus of additional $15 if I call optimum on Monday to update the points.

We are very disappointed with the unhelpful behaviour and irresponsible attitude of the manager. A Shoppers Drug Mart staff made a misrepresentation about the points and the manager just evaded responsibility.

I am now attaching the receipt of my mother's purchase on May 30 and her optimum card. Hope that this can be resolved as soon as possible. We also wish that the managers at Shoppers Drug Mart can be more helpful and flexible in dealing with mistakes that are made by Optimum or Shoppers Drug Mart.

Thank you.

I recently had trouble with my internet service and called the service center. A lovely person talked me through some tests over the phone and determined it was the signal to the modem.
We scheduled a service call appointment; the service tech calling in advance and showing up on time. He quickly diagnosed the problem and installed a new line to the house.
He then asked to see the connection inside my house, checked that the existing cable was tight and connected to the modem then asked to see where the line entered the home which was in the basement. He tested the signal which he determined to be very strong; removed an existing splitter and added a new connector to the main cable line to the house. He then connected the cable. The tech literally spent less than 1 minute doing this.
I was dismayed to see an $80 charge on the work order and went in person to the Port Jefferson office to express my concern and hoped to have this charge reversed. It was because of this very minor adjustment I am being charged an $80 fee since "He came inside and had to replace existing equipment inside the home". Seriously? A new end connector? He changed it in seconds... It's just outrageous and unethical in my opinion.
I'm embarrassed to say I became very angry expressing my outrage over this charge. The attitude of the manager was cold and indifferent to say the least and I feel totally ripped off.
My monthly Optimum bill continues to rise with charges for the modem (which promptly doubled) and now a "network enhancement fee" whatever that is. It's now $80 a month just for internet service.
I have been a loyal customer in good standing for decades and this experience has me determined to switch my ISP as soon as another provider become available in my area.
Shame on you Optimum for taking advantage of your customers just because you can.