Optimum
reviews and complaints

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]

1. Somewher in March my internet wasn't working, I called optimum customer service and after they checked on line, Customer servives asked me to disconnect the Router and get it replaced by exchanging from one of there store.
2. I went on Saturday and exchanged the router and connect it back, but still my internet wasn't working.
3. I called back to customer services and was told everything seems to be good but it looks like you have to get Optimum Technician & it looks like you have wiring problem, so I got appointment for tech to come in.
4. I took 3 hours off from my office and waited for tech. As soon as he arrived in my house, I took him to the place where I have Router & Modem & other connections. The moment, tech saw that, he said you have bad modem. He replaced bad modem and did not do anything else and I was charged $85.
5. Please help me when it wasn't any wiring problem and was a modem problem, why do I have to pay $85.00
6. Your prompt response will be appreciated.
7. My Information is as follows.
Deepak Changrani
7808 Hana Road,
Edison, NJ 08817
Cell: [protected]
Res: [protected]
[protected]@gmail.com

This is CRAZY. I asked optimum to install 2 new phone lines. I am paying for the lines for 4 weeks and have yet to have installed. I keep having workers come down and for some reason none of them are able to install the lines. I make sure to be home for the appointments however when they come down the guys say "Sorry, I can't do this- Call the company" I AM TOTALY FED UP

UNAUTHORIZED MONTHLY SERVICE FEES BY OPTIMUM

I am submitting a complaint against Optimum Cable Company. My ID is [protected]. Back on April 3, 2019, I called Optimum and requested that I be put on Seasonal Suspension.nAt first, I agreed to pay extra for extra internet service for $67 making my bill around $87. However, from the day the switch was made from my previous Economy package to my Seasonal one, one of my TV programmings was not working along with the cable box and internet.nDespite my efforts to get the problems corrected, Optimum failed to solve the problem. A few days later, I was admitted to the hospital and was gone for two weeks. While in the hospital,
I called to check on my bills and I heard an outrageous amount of money for unauthorized charges with Optimum. I spoke to a representative and he began to tell me that I went off of my Seasonal Suspension and was now being charged the full promotional price. He claimed that I switched over to my regular package a day or two after I requested to go on Seasonal. This is simply not true and utterly ridiculous. I was told I owed of $228. The only thing that I owed Optimum was $56 from my previous Economy package. The previous debt of $56 has now been paid and the only thing I am supposed to pay is $24 a month for regular Seasonal Suspension. Because of the fact that my internet and TV was not being received, and also during that time I was part of a service outage I was given.a credit of about $80. It was not until three weeks within that month of April after I got out of the
hospital did I receive any internet service and TV cable service for my other box was when the Optimum technician came in and gave me a new cable box and modem towards the end of April.

I have a receipt from Optimum verifying the fact that I am on Seasonal Suspension for $24 dated April 29, 2019 I have spoken to Customer Services and they collaborated the information I gave them and assured me that my bill will be cleared.. however, I am continuously receiving outrageous and bogus charges for
services that I do not owe. On three separate occasions, I had been told that a supervisor would call me back in 24 hours but they never do. I am at my wits in at this point. So many people at that Bronx office are negligent and simply not doing their job.

Please help me. After all the years I have been using Optimum cable services, this craziness is prompting me to leave for good.

I just moved into my new home and have been trying for three weeks to set-up my Optimum service. My first appointment they sent a technician that had no idea what he was doing. He told me I needed to call an electrician to hook up the cable wires and left. Isn't that HIS job? The next appointment the technician shows up and has all the wrong equipment. Again, he leaves. I had an appointment set-up for today. I have been waiting for so long for Wi-fi and TV, I called the day before to confirm my appointment and all is in order. Close to the time the technician should have arrived this morning, I call to make sure he's near-by and in fact he was! At the appointment before mine. It is now two hours past my appointment time so I call back because no one showed up. They tell me my appointment was never for today but it's for two days from now. I'm baffled and how unorganized and inconsiderate this company is. I was a loyal optimum customer for 10+ years but I will NEVER use them again!

I started optimum service about 2 months ago. The technician came to the house to install it and as soon as he left I went upstairs to turn on the television and it did not work I immediately called Optimum and was told they would send him right back. He never showed up. For the next two weeks I called almost every day and the service would work off and on and constantly need to be rebooted. Finally another technician came and was unable to find the problem. The day before Easter Sunday another technician was sent with a supervisor and they stated that it was not set up correctly by the first technician. I was told by the sales person and two separate supervisors that I would not be charged a service call as it was never set up correctly and that someone would contact me To RE-install. I have never been contacted, the service still does not work correctly, and I have been charged an $80 service call. I cannot get anyone to help me With either removing the fee or correcting the problem

My bill went up 30 dollars from last month after being lowered by 20. Was not told it was a 1 month promotion. They tell me there is nothing they can do. In order to lower my bill they have to take things away. This is unacceptable. I am a long time good customer yet they don't seem to care. I wanted to speak to a supervisor. They said one will call me yet I am still waiting.

My name is Sahran Odom and I have been with optimum for 8 years and have never experienced such unprofessionalism. I moved last Thursday and had a 2-5 appointment. The technician came at 3pm said he needed wires and never came back. I called customer service and they informed me the technician put in the system I wasnt ready and scheduled an appt for Friday, the next day. I put in a complaint. The technician called me and said he would come anytime Friday. I told him 9 am because I had work later that day. He called in the morning, was at wrong address and said he would come later that day and hung up phone. I called him back no answer. I called optimum and they said someone would be there in hour. No one came. I put in another complaint. Made an appointment for Sunday, 11-2... Optimum had a system issue and cancelled all appointment s. I finally got cable installed Tuesday, 5 days after my initial appointment.

Day after day I am innundated with left leaning crap news and anti american beliefs that I am sick of having shoved down my throat.

I want to have access to oann. I want it available in my channel line up.

There is so much crap on the line up you feed to me that I dont watch most if not all of it.

Everything you provide is slanted towards the left and I am sick of it.

If I do not have access to oann within the next few weeks, I will cancel my account for good as I am sick of the anti-americanism that is funneled through your network.

Fios is looking pretty good right now.

I have been very dissatisfied with optimum for the last year or so and I will not sit by and let you dictate what I have access to.

I want oann available immediately.

Your job is to provide me with a service. You are not living up to that job. I will leave optimum in a heartbeat if dont get access to oann.

Regards,

Brett sontag
Optimum customer for the 27 years

5/15/2019 about 10:09 am Rep. Lisa Smith ( LTS) that's what she provided to me.
I've been a customer for years. I called in to pay my bill over the phone as I always do, today the automated system was not recognizing my phone number and or account, so I put me to a rep (lisa). Our conversation didn't go well I asked her about 6 times for a supervisor. She kept trying to over talk me saying a supervisor can't do nothing, and I would have to pay a fee to get my payment accepted. She still did not get a supervisor for me, she was very unprofessional and I have never dealt with a rep like her before. Since I can not get my payment in and your reps are rude and I can not get a supervisor when I ask to speak with one. you can close my account. I do not need to give my hard earn money to this company.

[protected] Boone Ave #6D Bronx, NY 10460

I'm having billing problems every month since I transferred my service to my new apt, they came to my home to connect everything, I provided them my previous router and my own modem. Everything was ok until I received my first bill, saying that I didn't return my previous router! Calling them every week, they said that everything was fixed, but no! I don't have internet now! And my bill is huge!

I've had optimum for about 5 months now, at first my experience was great! But that has now turned into a nightmare as this has become the worst service from any cable company I've ever had. My tv, internet, and phone service stopped working 3 weeks ago. Of course I called to see what was going on the first week and was told an technician was coming out. I did see someone come out and on the poles outside but my service was still not fixed! Therefore I made another call to Optimum let them know my service is still not working, they stated there was no appointments available until a week later for a supervisor to come out and fix my issue and I do not have to be home. I had no choice but to take that appointment so I did! Unfortunately, the day of my appointment no one came at all! Therefore I called again notified them nobody came out after I waited for my appointment. Their excuse was they called me, which I couldn't understand to say what if I had an appointment! I'm going on 4 week with no tv, internet, or phone service! I notified them I can't do any work without WiFi and my daughter has no tv! It's very frustrating to pay for service and none of it works! Also the horrible customer service, lies about appointments, and no resolution make me very upset! So now I'm waiting for another appointment to get my issues resolved which is another week away! This is the worst service ever and I wouldn't recommend it to anyone! This is the way customers should be treated! I truly regret leaving Verizon to come to this it's a disaster!