Optimum
Reviews and Complaints

Hello My name is Georgette Campbell

Account Number--[protected]

I have been having numerous issues in the last couple weeks. This week will be the 3 time a tech will be coming to fix an issue. I was told that I wont be charged unless I was somehow at fault. I saw a bill with an additional $80 charge and today a rep say I get charged when the tech enters the household. This rep was very rude and borderline unprofessional. I have given my phone number days ago for a manager or supervisor to reach out to me and nothing.
Issues were (1) the box kept rebooting over and over (2) no internet connecting (3) glitching on channels. I am extremely disappoint in the way I have been treated and the time and inconvenience this has cause is not acceptable.

New Account number - [protected]
Old Account number - [protected]

We have been having issues with our account since the beginning of May and have been told every week that a supervisor will contact us and still have not been able to rectify our bill. I am going to give you a little background as to what our issue is because this situation is complicated and again has been going on for over a month.

We live in a Basement Apt in the Bronx, NY. This is a Multi-dwelling home and has 3 other apartments. We have had Optimum since February of 2017.

Around the middle of May a new tenant moved into the apartment around the back from where we are currently living. It appears that he wanted Optimum service and when he called to inquire about getting their service something happened to ours. My husband at this time received an e-mail about a new service change and then I checked our bill and noticed a charge for $60.92. At this time we realized something was wrong and Roy contacted Optimum where it was explained to us that someone tried to add service then cancelled but we got hit with the charge. We explained we had nothing to do with that and that this charge needed to be removed from our account. We also wanted to confirm with them at that time that there were no changes to our account and that everything would remain the same. At that time we were told, "yes nothing has changed to your account and we will remove the charge." This charge is still on our bill to date.

End of May comes. Our DVR no longer works and we no longer have wifi or the rewind buffer capabilities. We call Optimum. At this time we are told that certain changes were made to the account and that we never had DVR, but we did starting back from 2017 and paid for it on our May bill just a few weeks back. After waiting on the phone for hours this problem appears to be fixed and we ask again has any changes been made to our account and again we are told no. This was on or around Thursday, May 23rd.

On Thursday, June 6th once again our Wifi is out, cable is not working and we are on the phone again with Optimum. This call took about another 2 - 3 hours. The cable was restored but the Wifi could not be. The Customer Service Representative suggested we have a technician come out to our apartment to see what the issue could be. We agree and they schedule the technician to come on June 8th between 8 am and 11 am. At this time is where we are informed that we have a NEW account number. We ask why they said because this is a new account. Again we did not cancel our service and explained this to them for what seems like the 100th time at this point. We are told there is nothing we can do. We now need to create a new Optimum ID and password and we will be able to view our bill online again. So, now as you can imagine we are even more upset than we were before.

Sunday June 8th comes. My husband looks down at his phone and sees he has a missed call from the technician around 9 am. His phone never rang and the Technician never rang our door bell. The Technician calls the main office and cancels the service request. My husband in the meantime calls the Technician (we were still in our service window) and asks him to come back. The technician states we have to call the main number and reschedule. We do this and they say the tech will be back by 8 pm on the same day. Fine. The Tech shows up around 4 pm, gives us a new modem (our Wifi service still goes in and out, he never checked any wires) and leaves. The next week when I get the opportunity to make a new Optimum ID I see an $80 charge for service. We were never told about this charge and again we called Optimum to dispute this.

We have called Optimum several times to rectify our bill and the issues with our account. We have been told for weeks that a supervisor will be contacting us and nothing. Yesterday morning my husband received a call from the Customer Service Center saying that a supervisor will be calling him today but that there was no one in the office for him to speak with right now. That was at 8:45 am. How was there no supervisor available to contact us? Mind you we were told they were going to calls us the previous night before 8 pm. That never happened. So, yesterday i called Optimum and again explained the issue. I finally got the Billing Supervisor on the phone (Her hours are 8 am - 8 pm) who said she had to review the recorded conversation about the Technician and will determine if we owe that money. Then she had to transfer me to the sales department because she could not handle the other issues. So, i get transferred. At this time i am told "You are right i can see where we screwed up." At this point i have been on the phone with them for almost an hour! The phone goes dead and once again nothing is resolved. The person who I was on the phone thankfully contacted my husband and told him "A Supervisor has to review your case and you should receive a phone call within 48 hours." My husband decides to call them back anymore to fully understand all the charges on our account again. This time he is told that we were actually charged an $80 fee twice for a technician to come out because the technician said he changed the wires for our modem and gave us a new modem. He didn't even look at our wires. On top of it we had a partial monthly service charge for the other tenant that just moved in. Again, my husband is told that a Supervisor has to look at our account and will get back to us! Are you kidding me?!?!?

We need help rectifying our bill. I have no idea who else to go to or speak with because at this point we have been given the run around for weeks. I am highly unsatisfied with Optimum. I want to pay my cable bill which is due this Saturday, June 22nd but I will not be paying for the all of the additional charges that we did not authorize. Our bill is usually $193 and at this point after what we have been through with Optimum we shouldn't even have to pay that but now our bill is $423 and that I amount I will definitely be not paying.

I need to reach the head of the company. Last night around 10pm my service was shut off. Bill is paid up to date. They are saying someone calling for a change of address and we definitely haven't moved. The cable is finally restored but I need a better explanation was to why and better compensation. No employee has helped properly. I will go to court. I will cancel my account and I will down grade the company till I am properly compensated. This issue needs to be resolved immediately. 1. Who called in and changed the address. 2. Where is the required proof. 3. They gave me back 8.69$ that doesn't even cover my time or gas money that I had to drive to an office today. 4. Why couldn't my service be restore immediately. 5. What is being done so this doesn't happen to another customer. We have been loyal since 2001 and this isn't acceptable.

Worst customer service ever! Literally told me i had an attitude because i could not afford to pay my bill, which is not true because i actually over paid and they cut my service anyway. He refused to transfer me or let me speak to a manager after asking multiple times. Would say one thing and then change his mind and claim he never said that.
Also, the phone service is set up terribly because after calling customer service, the automated machine makes you pick a department to transfer you to. From the options, i was transferred to billing which didn't help my issue. She then transferred me to another billing rep., the one i speak of above. After he hung up on me, i again had to go through all the options again and it brought me back to billing. I asked her if she could help with this issue and she said no, i will transfer you to sales. After the first rep claimed they couldn't transfer me. After being transferred to sales, i was told my cable would be back on in 2-4 hours. He was very helpful. But again. It's extremely annoying i had to talk to six different people, explain my situation and information each time, just for them to tell me they have to transfer me. This is also not the first incident with bad representatives!

For the last several months we have had problems with our TV as well as our internet. It goes on and off at times. We have called optimum and we have did the trouble shoot as requested. It works and then it goes back to having problems. One problem with the TV in the bedroom is that the remote does not turn the TV on and the volume does not work (have to use the TV's remote for that). Additionally, there are channels that I do not get on that TV but on the other three TVs (yes we have 4 TV). I have returned the box several times. So finally on our last call to put a service request in, the person said it would be $80 if the problem was ours. The was fair and had no problem with that. A technician came (by the way they gave us a time of 10 AM to 6 PM). He came around 5:45. The technicians was excellent resolved some of problems and told us that the technician who originally wired did not wire it correctly. Once te bill arrived there was a service charge of $80. We called a customer rep who could not assist us finally speaking to a either a Manager or Supervisor who was USELESS and rude. Who only gave us his first name and would not give his last name or phone number. He said he would let us know what he can do. After several days no follow-up call. My wife called the local customer service rep and did not get anywhere. She then asked for a Manager who said she would not waive it after we told her what their technician said. We did get the address to send a complaint to corporate. Our next step will be to call our local channels to see what they can do. It's a matter of principle. No follow-up and rude communication. It is time for us to make a change to someone else.

I tried talking to customer service this morning but there was so much background noise that they could not hear me. The person I was speaking with kept talking louder thinking I couldn't hear her but that was not the problem. The problem was that she couldn't hear me. Secondly, when she spoke, I could not understand a lot of what she was saying. She tried to be as articulate as possible but mispronounced words so much that they were unintelligible. Third, my concerns were not addressed. Either she could not understand what I was saying, or didn't care to clear up my questions. The entire conversation, probably 10-15 minutes, was a waste of time.

The first thing that I noticed when the worker arrived was his white truck. Not an Optimum truck or logo anywhere. Ok, but he did have ID. So, all seemed to be good unti. 5 hours later & we still didnt have phone service. We called and asked that we get someone down as soon as possible. Next day the same worker shows up. Not a clue as to get phones working. Asked him to get a supervisor. Another worker showec up, 6 hours later still no phones. Asked them to leave at 11:30 pm. Enough. Another phone call requesting someone who knows what they are doing. Next morning, another white truck, another worker that has no clue. Okay. Another call requesting an Optmum worker that knows what they are doing. Omg...an Optimum truck witb a real Optimum worker. Not one who is subcontracted out. What a horrible experience and zero customer service. AND THEY HAD THE NERVE TO CHARGE US FOR SERVICE CALLS! Didn't even attempt to contact them. We are done.

i cancel my cable 1 week before my billing cycle ended with the rep on line.. on jan21 i had verizon installed my cable i thought optimun canceled // 2 month later I get a collection agency letter stating i owe feb and march> I tried calling customer service both time i was told a supervisor would call me back. o i know the calls are recorded i asked to listen to the call ...
I did get bill from optimun but i thought they were letters telling my about the equipment which i have return.
also i want it noted i only left your cable co was rude when called and when said my bill double i was told there was no other plan.
i hope this can be resolved . I have emailed FCC also to see if they CAN HELP ME.. this is on my credit report and when called the agency they just said pay your bill...
debbie herbert 135B e bradford ave cedar grove nj [protected]

I canceled my service due to a price increase of $40.00 after promo period. I asked to reduce my service to a basic package and was told it would not be any difference in price so I told them on 5/31/2019 that I would be discontinuing my service as soon as I could get the new provider to install. On 6/7/2019 I started my new service and returned the equipment on 6/10/2019 and was told I had to pay the full month of 217.43 and that they no longer prorate the service. That is an outrage and highway robbery. Optimum is nothing but a bunch of thieves. Beware of their sneaky policies. I will never use Optimum again. Be warned! I have already filed a complaint with the BPU and they are aware of this and working on this issue.

Dear Sirs,

I have been a customer since 1980. If that's not loyalty then perhaps you need to see a dictionary. Today I called my local office
As I was instructed to do by someone in your corporate office last July. My first call I was on hold for 18 minutes, AFTER I spoke
With a customer service agent. My second call I was on hold another 13 minutes then completely disconnected. Finally I spoke with
Someone named Jason. I explained to Jason that my reason for the call was because I was told to do so by corporate last summer so
that before my discount expired and I saw an increase in billing, I was supposed to call the retention department so that the discount
could be re-applied as it cannot be done for longer than a year. Instead of just providing the simple service that I was promised, and was
directed from Corporate, he told me that he was going to do me a favor and either eliminate some of my services to keep my bill lower,
or go into his "$600 box of tricks and only increase my bill by $16." I have NUMEROUS options for the same services that I currently
receive from you…and ALL at significantly lower prices with much better service…and before you ask…I couldn't care less about channel 12.
If you have any interest in keeping me as a customer, understand that I have no intention of paying even 1 penny more for the service that
I now have. My wife would like nothing more if you don't do so, as she has been begging me for years to get the service from her employer
Which is AT&T for about $10 a month which includes free NFL package. I have my own reasons for staying with cablevision or Optimum or
Whatever your name is today…however, I'll be gone in a flash without some serious customer service from first someone that speaks and
Understands English, and someone that can actual help. If I have not heard from someone by no later than This Wednesday 6/12, By July
I will no longer be a customer,
My name is Michael LaBelle..32 Bronxville Road, Bronxville NY 10708 Home # [protected]..Contact me on cell # [protected].

39 years….40 is up to you!

the week before April 21 I called asked when my billing cycle was closing they told me April 21 .. I told them To close my account that I was cancelling them for they upped my bill and was not willing to work with me .. My cable was to be disconnected April 21 and Verizon install my cable the same day..

I waited a month I could not get to Optium to return by box for your store are not near me.. I did return the boxes ..

Now a get a letter I am in collection for they never turn my cable off and they are charging me ..

I call the office the girl I spoke to did not know what she was talking about, .. I asked 3 times for a supervisor and was told no one was there .. some one would call me back in 48 hours that was 3 weeks ago.. still waiting ..

If needed you can listen to my call to your co. I hope someone can help me resolve this problem for I do not owe the $267.00 they are saying I owe.. This is also on my credit which I expect to have it removed

Now I try back and I can't get a rep for they say I have and outstanding balance and there is no options to get to talk to someone.

My name is Debbie Herbert
135 B east Bradford Ave
Cedar Grove NJ 07009
[protected] .

Service was and is not requested for Julian Gordon at 219 Somerset St. New Brunswick, NJ. I called and told an Optimum representative service had not been requested from them. Yet they insist they will install. Someone reported to our current provider that they should suspend his Verizon Service. This needs to cease and Optimum needs to refrain from calling this individual and attempting to do an install at his residence.

I live in Edison, NJ and for the last 4 months we have been trying to get someone out to our street to reconnect Optimum wires from an old rotting pole to a new pole that was installed. I personally have called 4 times, 3 of my neighbors have also called to complain about the bad reception the pole issue is causing on all of our tvs. I have had 2 technicians come to the house and play with the connection to my house and say it looks like a pole issue. I called a third time and someone was supposed to come out and survey the pole - that never happened. Both of my neighbors have gotten the same run around. I called today and was given yet another appointment for someone to come to my house even after explaining the situation. I asked to speak to a supervisor and was refused by 2 telephone operators who informed me they were only there to make an appointment. This is ridiculous, I realize Edison is getting fiber optic but that could take years. What do I need to do to get someone qualified to transfer the wires from one pole to another?

I am a senior citizen and have been with Optimum for over 20 years. I have the Optimum Value Plan.

About May 25, 2019 I received a call from a Optimum sales rep that offered the balance of channels from 100 up. WITHOUT the HBO, CINEMAX, etc.. for additional $10. I took it.

I then notice my monthly payment on June 3rd had increased from $303 to $403. Called up customer service and they told me that I had the GOLD Package. I explained that I didn't order the GOLD Package. Customer service said they couldn't anything about the increased charge. She put me back on the Optimum Plan but still charged me for Half the month on the Gold Plan. I would like the Refund for to my account for May/June Gold Plan. I was mislead.

Please let me know if you do handle customer complaints and are willing to resolve this issue?

Michael Lofrano
[protected]
[protected]@optonline.net

When I called to cancel my account, two man would not cancel it. She kept trying to sell me a cheaper plan even though I said I had already changed companies. She refused to cancel . When I asked to speak with her supervisor, she said she was the supervisor. She would not stop. It took 15 minutes of arguing with her to finally get the account canceled. This behavior was unacceptable!

I am a fairly new customer. Never received a bill. They claimed they didn't have billing address which I know I gave them and they suspended service. I had to pay 95.00 to restore service. Then June 3rd I made arrangements with billing and assured service would not be suspended. Reference number given me is 006111. Also installation was not done properly. Underground cable wire broken. Ground was frozen so they connected it to a pole and ran a wire from my trailer to my neighbors trailer and when I spoke to them on June 3rd they said the work was done. Nothing was done and my neighbor wants the wire out of her trailer and it runs through my back yard. I was on phone for 3 hours today to get my service restored and no one answered phone. I need this situation fixed before my neighbor starts a lawsuit against me and optimum. Please respond today. Thank you in advance for your time and attention to this matter.

I ordered Optimum Internet service from optimum.com by live chatting with an agent. There was a $49 installation fee for the service. I told the agent that I am not comfortable with paying installation fees. So he notified me that I have to pay installation fees now but he is going give me $49 credit for my next billing cycle. So a few days later when I am reaching out to optimum regarding it they are denying what I talked with the agent that day. When I asked them about whether they keep the record for the chat communications with the customer, they are not providing answers clearly and the sales guy was very rude. When I asked him to transfer the call to his supervisor, he simply put my phone into mute and went away. I waited for 5 minutes and nobody came back to me. Worst experience ever. Don't provide false information to customers, please.

I have been a customer of Optimum Alice for about 3 months now. About two weeks ago on May 17th 2019 my 2nd floor television had sound but no picture. After calling customer service they rebooted my system and still I had no picture. They informed me that they need to come out and replace my 2nd floor cable box and I quote " there will be no charges for this installation". On May 19th the tech showed up and had no idea why he was here. I asked him. Don't your dispatch personnel tell you about a service call so you know what your getting into? All he did was mumble a few words. So he did his job and everything was fixed. Now two weeks later I receive my bill and they whack me $ 80.00 dollars for a service call fee. I was a loyal customer of Frontier Communications for about 20 years before I switched to Optimum. I never had 1 problem with Frontier. I had the same equipment for 20 years and nothing broke. I called Optimum about this and now they are telling me that they are filing a dispute for this and I have to wait 24-48 hours before they even call me back. My next step is to go back to Frontier and get rid of these losers.

I'm 75 yr.'s old and not happy about optimum using my private poles, leaving cable everywhere, having it get wrapped around my lawn tractor blades. Laying on the ground trying to unravel the mess. I have wanted to get a lawyer for years, but this can't be done on a widows pension. I have a number of pictures to show you how your crews work, anumber of years back I watched the Optimum van drive right on my lawn to hook up wires going to the house next door. I received letters from the utility company for access to my property, which I never gave permission. So I would like to know - being you people take great offence to people using your equipment, huge fines - so what about ME ...think its your turn to put the shoe on the other foot. I am tired of picking up and getting your cable off the ground. This is not recent, I've just reached my limit.
Regards R. Thorpe

This is absolutely insane. I called and canceled my Optimum service on May 25. I brought my equipment back to the Fair Lawn office on the 25th. I received an email on Sunday the May 26th saying that my service will not be discontinued until June 22. They said I will be charged for the entire month when I don't even have the service anymore. They said I should have cancelled on May 22 to avoid this issue. No one told me this when I called on May 25. I would have had my new service set up on another time. I am willing to pay for the days May 22-25, but not the entire month. I am a new widow and don't have money to throw out the window. Please get back to me ASAP. [protected]