Optimum
reviews and complaints

i am at 53 union ave deer park ny 11729 i bought house 2 years ago. probably people before me had cablevision service, your wires are hanging in my front yard, dangerous to anybody, please remove your all the wirings, asap thanks Jay ..All you wires coming from pole in the street to my house are hanging so low that i can jump and touch them . i called pseg they came and check it out they told me its cablevision wires, so please take notice of these hanging wires on my front yard .

Hello, my name is Ellie Trovato. I have an account with Optimum. I believe I input the closest FCC Community ID# Keansburg-NJ0399. My account number with them is [protected]. I am writing this to complain that I am a customer of their internet service which is crappy. I was without wifi from Monday the 15th thru Monday the 23rd at least. I called them Wednesday the 17th to tell them that a line was down from outside that I could see and they set up an appointment for either the next day or the day after that. The customer service person I talked to told me I didn't have to be home due to the wires being outside that had to be fixed. So..the day of the appointment comes and I have 3 different phone messages while I am at work telling me that I missed their appointment. I got home that Thursday and rescheduled. the next appointment my boyfriend Brian was home for and it was a Saturday. The Optimum guy told him that it would require a boom truck to fix and fell off the ladder when he was here. So the 3rd appointment another technichian came out (he didn't have a boom truck)and looked at the cable line and said that it was wrapped around the phone line and the phone line was down but my line was a live line and he could fix it. He told me the other guys didn't give me the correct info. He was knowledgeable and fixed it in like 15 mins. I explained to him that the person that answered the phone the 1st time I called didn't sound very knowledgeable like he was just trying to sound as if he was. So the bill comes and I am charged $80 for a missed service call which is b.s. because the 1st guy told me I didn't have to be present and both other times either I or my boyfriend were there. Today I have paid $70 of my bill which has been running about $70-$75 in recent months but was $155($80 for a missed service appointment added charge). It was $45 when I signed up. I was calling trying to resolve this. I keep getting put on hold and shuffled around to different people . I was told by a Michael that his supervisor Giovanni would listen to the phone call to determine what he could do and call me back. He never ever called back. Today Wednesday May 8. My boyfriend paid $70 tword this and I called back customer service and the agent sounded like he doesn't even have cable like he owns a phone and watches tv from there. He had no idea what I am talking about and told me there is no one I can talk to about being billed for something that I didn't receive. I asked him his name he told me Rudolph and he wouldn't give me a last name so I asked for his employee ID# he answered "RDO" only that he is Rudolph the supervisor from the late line. This company SUCKS!Aghhh. I told him I am not happy and what do I do. He said there is nothing at all I can do. I told him I thought they are rude and not knowledgeable and he sounded like he doesn't even know anything about the service that he is charging me for. He sounds like someone who just reads from a script. I am SOOOO unhappy with this company. There is a copy of a receipt that they were paid our usual wifi bill today BEFORE they even called me back. My phone number is [protected]. I live at 282 Carr Ave (upstairs )Keansburg, NJ 07734. Hope they can keep their monopoly on this town!

account # [protected]-1started calling, 4/25/19 It took two days of me calling and you sending signals to our home, It didn"t fix the problem, then you sent a techinition 4/28/19, he changed wires but was unable to fix the problem still no tv in upstairs bedrooms, promised my mentally disable dsughter that someone would come and fix it tomarrow, he ordered a tech to come and change the wires from the pole to the house, two days went by and know one showed up called again, he never ordered the tech to come, i was told when i called again, after i called, two more days go by5/2/19 a tech came was very nice changed the wires to the house from the pole, problem fixed, then I recieve a letter stating that we are being charged a $80.00 service fee, I had no tv in two bedrooms for a week, when I tried to talk to someone in the COSTOMER SERVICE DEPARTMENT I was told that he could not speak to me, I asked to be transfered he hung up on me, called again was put on your call waintin system never called back tried to call again the next day, spoke to KHLOE ESHLINGERO, same thing would not talk to me account in my husbands name I also own this house pay the bills, so yes I am the one who would question this, I am able to set up appotiments, talk to someoone to fix the problems over the phone but cannot talk to me about the billing, something wrong with this I am the wife of the account holder, I am the person who opened the account

To Whom it May Concern, 5/8/19
I have been a customer of Optimum since 1999 and made the error of upgrading to a Bundle package for OPTIMUM Altice. The porting was to have been completed on 5/2/19 Optimum was obliged to port my phone number that I have had for 25 years; however when I realized that the number had not been "ported" from my previous carrier my "nightmare" began. When I called Tech support from optimum on 5/6/19 I was informed that an "error" had been made and my number was given to another customer with the porting request submitted on 5/2/19. I was further informed that the customer who my number was given to did not Speak English and that until they are contacted they continue to have my number.
Today is 5/8/19 and I have spent numerous time on the phone to be told basically there is nothing that can be done. There are numerous phone calls and documentation that can be provided upon request. I again have been on the phone today for more than to hours. The phone number to have been ported is [protected]. I just hung up with another Tech Support person who related that Research has to obtain an intepreter to speak to the other Customer and that I have to wait another 24 to 48 hours. I completed my legal due diligience to maintain my phone number and Optimum has violated my consumer rights.

Unfortunately Optimum is the only service provider in my area for "bundling"
Thank you for reading this complaint.
Your assistance is greatly appreciated.

I have been trying to pay my bill for 45 minutes and all I wanted to do was make an optimum ID which I am STILL UNABLE TO DO. Erardi and Emmanuel were as helpful as they could be on your online chat, however your verification system is very backwards and unhelpful and it took me calling in twice while at work to finally fix my issue. I am extremely dissatisfied and very annoyed.

I was out of TV service for almost 2 weeks from Sat. 4/20 thur 4/29. I've called several times to try and get my credit and they are telling me it is only $8.00. That is totally unacceptable! That does not take into account how inconvenient it was. Toital waste of my time!
If that is what they are planning to do, then i well differently switch to another company!

Mel Greenberg
[protected]
Account#[protected]

I requested to DISCONNECT on April 19th, as my FIOS cable guy was here disconnecting the boxes and installing their equipment. It took 12 hours since I was the first one in my building to switch and I had been waiting YEARS for another option to Optimum. I hate that you HAD a monopoly in my area for years, and would charge huge amounts of money (our bill near the end was at $230 a month with NO HD). UGH!
Anyway, I called and the guy who answered told me that I should wait to put in the disconnect notice in till the next day -- to make sure my phone number would be moved over. Ok. So I called the next day, Saturday, 4/20.

I asked to speak with the department to disconnect, - I asked several times to be disconnected. But no -- they put me through to RON in the "retention department". This is NOT what I had requested as I had already installed Fios on April 19th.

Ron proceeded to try to sell me all kinds of BS and the kitchen sink -- despite my MANY protests and my forthright opinion of why I hated Optimum, I had FIOS and was happy about it, I felt you used people and really did not give a damn about us (they were like an abusive lying boyfriend) all you care about is the money and NOW that Fios is in town, they are tying to offer me the sun, moon and stars. I listed several reasons why I felt that way. Yes, - he persisted.

Ron then offered me the rate of $137 a month for everything I had plus Altice 1 and HD. I told him that I would use that offer, to get Verizon to go down in price! He said they would never do that (they did!) -- but I had to decided right then. I tried to put him off saying I wanted to talk to my room-mate about it. He said ok but I had to call him back by 6 pm before they close. I was under the impression, that my service would be shut down by midnight that night otherwise. Fine. I did speak to my room-mate and we both agreed we were NOT interested. Being that I was told that my service would be disconnect by midnight on 4/20 -- and that Ron had barraged me for over an hour on Saturday, I simply did not want to call him back. So I did't.

A few days ago, I get a Bill For $158.63! For what? I was not using your service, or Wifi or Modem. All your equipment had been disconnected on 4/19! Yesterday, I rented a car and returned the 8 year old cable box they stuck me with and the lot to your store.

I called the offices to complain. A lot. They said they listened to the conversation I had with Ron-- but not all of the the folks I spoke with -- and noted that Ron decided to keep my acct active. However, if I had wanted his offer, I would have taken it or called him back. At NO time, during our conversation did he say to me: "Ms. Jozwiak, if you DO NOT call me back by 6 PM -- YOUR ACCOUNT WILL REMAIN ACTIVE AND WE WILL CONTINUE TO BILL YOU". BC if sneaky Ron HAD said that -- I would have called him back. I simply did not want to waste any more of my time on Saturday dealing with him and his tactics. Many times during the conversation I said NO I do not want to stay with Optimum! He did not give a damn about what I wanted -- he only wanted to keep me paying, even though I told him many times I was not interested.

What I expect -- is that any and ALL charges are wiped off my account. I am currently in touch with the Attorney Generals office and intend to file a complaint if this matter is not resolved in the manner I have suggested. Simple as that.

My name is [removed] and my number is [removed]

There was an issue with tonight's (5/1/19)broadcast of Survivor. Everyone's mouth was moving but no spoken words were heard. All you heard was background music. After 15 minutes I finally called Optimum. Once it connected there was clicking noises and then poof the voices could be heard. That lasted for around 20 minutes and then we went back to no voices just music. I called Optimum back and spoke to someone that I could not understand a word she said. I asked to speak to someone I could understand. She put me on hold for 10 minutes. At that point I hung up since the show was now over. I had another issue the other day where the picture was split with a black line through the middle of the screen. I think Optimum should stop playing games with the transmission of shows. There should not be any reason why the voice can't be heard if background music can be, unless someone is doing something to cause it to happen.

I am having an issue with 2 Russian channels since April 15/2019. the channels are 1184, 1185 and have been calling everyday to resolve an issue, so far non of the represent. were able to help me. The channels don't show anything and if they do the screen jumps and then goes blank or the message comes up saying there is an issue with the channels.
my last call was on 04/29/19 asking repres. to send a technician to see what is the problem and I was told that I would have to pay for the technician I refused because it is not the problem on my end the problem is on the optimum cable comp.end. Please keep in mind that its only 2 channels that don't work. Then I called back same day and requested to speak with the supervisor, a rep took my phone # and told me the phone call will be made with in 24 hrs. 24 hrs. passed no one called me.
please help my phone # is [protected]

"As a longtime Suffolk County Cablevision/Optimum customer (for over 40 years) - Cable/Internet/Telephone, I was very disappointed and dismayed to be "brushed off" by Michael (Employment ID- MJ 1) in the "Customer Service" corporate office, who belittled the reason for my complaint and demonstrated not only gross ignorance, but also indifference and a hostile response to the reason for my call - an offensive/misleading TV ad currently being shown for Optimum services and products. The ad not only has zero/nada/absolutely nothing to do with Optimum, but is insulting in its' denigrating depiction of women, people of color, and caring, compassionate citizens (https://vimeo.com/267680369 ).

Michael had not viewed the ad, and therefore, was in no position to refute my assertions, but he nevertheless took it upon himself to insult my appraisal of this offensive ad, which depicts a "crazy cat lady", willy-nilly tossing food about the lawn/driveway of a stranger's house, where dozens of very patient and calm cats had assembled, while the owners, people of color, looked on puzzled and in disbelief.

Community/stray/abandoned/feral cats present a real problem in many towns and cities, where there is no animal service that will undertake remedial programs, but instead, will catch and kill these cats with no effort extended to re-home or care for them. Fortunately, there are countless dedicated citizens, both men and women all around the country who, at great personal sacrifice, will trap and get these animals spayed/neutered, vaccinated, medicated and fed, sometimes returning them to the cared-for colonies in which they live, or finding homes for those who are domesticated and accustomed to living with people. This truly stupid, insensitive and misleading ad, is a discredit to Optimum and should be removed at once. And since the subject has been raised, I would strongly urge Optimum, which has a large presence in both rural and urban communities, to "give back" to these communities by making generous donations and/or creating a fund to support "free spay/neuter" services in the communities that contribute to the wealth and success of Optimum! Now that would be something worthy of advertising!"

Several years ago, Optimum informed me that as the result of being one of their customers,
Newsday's digital pages would be available for me to read at no cost. Now that Altice has taken over
Optimum, one of the first effects of this new ownership on me as a long time loyal customer is to deny
me that benefit. How do you justify suddenly and capriciously downgrade your service but continue to
ask me to pay the same rates? Do you really need money that badly?
While I doubt anyone will read this letter and if someone does it will be ignored but I just wanted to
ask should someone actually read this and care, why should I not finally give into the periodic
requests from Verizon to switch to them?

Optimum made a fraudulent claim to collections and claimed I never returned a router, Good thing I held on to the receipt showing everything was returned to their scam company. Guess they figured after 4 months of me canceling their service that I would have thrown out the receipt but they were wrong! They were trying to get an extra $80 out of me by claiming the router was never returned, the fact that I was never even contacted regarding this from Optimum and they sent collections after me right away shows they are unethical and out to scam people. Hold onto your receipts people and make sure all the equipment returned is on there because they will try and screw you. This company needs to be investigated on this scam they are pulling on people. When I called them to tell them I had proof I returned all the equipment they were shocked I still had the receipt and didn't know what to say.

When I signed up for Altice in South Sore Mall, Bayshore N.Y. I was told that I would receive a credit for my Direct TV cancellation charge. The salesman gave me a fax # to send to. After 2 months I noticed that a did not receive the credit. I called and was told that because I already was a customer for phone and internet, I didn't qualify. This is an unfair practice as it was not explained that way from your representative. I tried to get a supervisor on the phone and that proved to be impossible. The best I could get was a call back within 48 hours. The "supervisor" called back on a Sunday when I was unavailable and didn't even leave a call back number or an extention. I really expected a little more professionalism. Please respond so that this matter can be settled without further action. - Len Ratto [protected]

On Saturday, April 20th, I had trouble with my reception - the picture was pixellating. I called Optimum and got the automated service which tried to troubleshoot my problem. After 15 minutes, nothing happened so I called back and kept getting the automated system. Finally, I got through to a person who said she would try to reset my box - then left me on hold and then disconnected me. I called back and got someone else who was useless and just put me on hold. Then I got someone who said that I would be sent a new box by mail - as requested - and it would take about 5 business days. I asked for it to be sent to my post office box rather than just leaving it by the front door (this is a 2nd home and we are not always there) - I was told that he could not do that. I then asked how to return the damaged box, and he didn't answer and the call disconnected. All 3 reps that I spoke to were very hard to understand and none had even a halfway decent command of the English language. I'm not confident that my request will be fulfilled since I could not understand the rep and he couldn't understand me. All in all, a very poor "transaction". I do hope for a response to this email.

I called to disconnect my service today but Optimum forces you to continue to pay for a service to the end of your billing cycle whether you need the service or not they claim it's on your statement but I think it's poor business practice to extort money from someone who no longer needs your service and the representative I spoke to did not take ownership of his companies policies

I've been struggling with Optimum since the middle end of January regarding inadequate download speeds. Initially, Optimum tried to resolve the problem by having me trade out the router and the modem and increasing my speed from 300 to 400 MB per second. This did not solve the problem. Many more techs came out in Feb. and each informed me that the building would need a "rehab quote, and they pointed to the crazy tangle and drooping of loose cables all over the front of the building, saying that they were likely corroded. Each week and sometimes twice a week from late February through to last week, techs came—and upon learning about the problem would say that it was not their division or responsibility or skill set and they would leave. One team came out about three weeks ago and told me that it was their job to do the rehab But it was too late in the afternoon to get it and they would return the following Tuesday. They never did. As you can see from my account records, I called repeatedly about my concerns, spoke to many supervisors, Requested escalation and file complaints. It was confirm that virtually all Optimumcustomers in this small four-story nine apartment building had significant service and download problems. Week after week I received promises, promises some supervisors who apologized for the inconvenience and promised techs would do the work. In my frustration I asked everyone I talked Add Optimumto where I could file a formal complaint or get a number to the corporate office so that this problem could be truly escalated and was told there was none. Keep in mind that a part from having to pay my bills for three months even though I was not receiving the services I paid for, these repeated field service calls meant I was stuck in my home several days a week and had to inconvenience the building supervisor because the part of the building techs needed to access to "fix " was not accessible to tennants. Also my calls requesting speaking with the supervisor which supposedly were actually in so that I would receive a call in no more than 48 hours almost never happened. I also received agreement from the last supervisors I work with that since the problem was not in my apartment that I no longer needed to be here when they arrived. They were given the telephone number of the supervisor who agreed to make himself available. However while some text did this many did not it as recently as Monday when I was showering apparently a tech called and left because I did not answer my phone. When I called optimum the tech claimed that he rang the doorbell, which is not true for virtually none of the techs ring doorbells And the text had not called the supervisor to let him in the building as directed on the work order. Because of the many many texts I've spoken to on their field service visits I've learned more than I need to about sharing channels, tap boxes, rehab etc. I have also learned that there is no accountability within the system and that supervisors must not trust their line staff because When I ask why text are being sent out that cannot do the job I am told over and over again that a assessment or reassessment is being conducted. I would think over two months plus time that someone would trust the assessment of virtually every TechTeam that's come out that this building needs a rehab. The last tech I spoke to who is actually with one of the other companies you contract with told me once again that he could not do the work and a pond in inspectin when I ask why text are being sent out that cannot do the job I am told over and over again that a assessment or reassessment is being conducted. I would think over two months plus time that someone would trust the assessment of virtually every TechTeam that come out that this building needs a rehab. The last tech I spoke to who is actually with one of the other companies you contract with told me once again that he could not do the work And that in his estimation both construction and engineering needed to come out. In addition, The tap line was coming off of a connector in the next yard that had been just re-done, there was no tap Box over the splitter that carried the lines into this building and there are loose lines up and down the back of the building as well. Just for your information, the apartment 1A which is on the back of the building had their line replaced from the splitter to her apartment and this has not corrected the problem.
Because Optimum refuses to give me a point person that I can speak to about these service failures, over the last almost 3 months I have spents hours and hours of time on the phone to explain the problem to another naïve supervisor and an average of two full days a week waiting for the techs Who are often late . I am disabled and Optimums Service plan of sending out TechTeam after TechTeam who cannot do the job has interfered with my life in every single aspect, including my social life and ability to attend various medical and social Service support appointments It has also caused me a great deal of needless stress and anxiety.
What I would like Is for the problem to be solved and for Optimum to quit sending out techs who cannot do the job. I would like for whoever is in charge of managing rehab, construction or engineering services to call me and have someone assigned to speak with me regularly until the job is done.
And after three months of all this aggravation and Having had Optimum waste days and days of my time and life over the past three months I believe you should provide me with your maximum service package including Altice free for a year.
Robert Blomeley [protected]
[protected]

I started calling Optimum in January 2019 to report problems with internet service. 4 service technicians came out: 1/29, 2/14, 3/16 & 3/20 - finally the 4th technician went to the street and found the problem and fixed it. I paid my bill all along, even though the internet was basically unusable because the signal would randomly but frequently drop. Now Optimum is refusing to credit me for the 3 months of bills I paid in good faith. I have a been a loyal customer for over 20 years, paying my bills on t time and in full. Optimum - shame on you!

optimum is the worst company I ever dealt with. For almost a week I have been talking to at least 50 different representatives. Each of them gives you the run around, thinking they know better. Although I made a payment and they were not able to locate it they disconnected my service 5 times within the week. I sent them different proofs that the payment has been made. They promise you the moon, a call back etc. and nothing happened. I will consider cancelling my services with them. Worst company to deal with!

March 13, 2019

Cablevision/optimum customers: berrios [protected]
Narvaez [protected]
[protected]@optonline.net

To whom it may concern;

I am writing this letter on behalf of my mother, lillian berrios. My mother has been a customer for over 5 years and i've been a customer of cablevision for over 25 years and am appalled at the customer service and quality of service given to my mother and myself.

My mother is wheelchair bound and a senior citizen. On sunday, 3/10/19, she had a problem with her
Cable service and received an error on her box and tv.

She contacted cablevision and spoke to two of your reps, the names given were sims and nooni. She was disconnected from both calls and never received a return call. I live downstairs. At that point, she reached out to me to come help her figure out what was wrong with the tv.

I tried rebooting, but kept getting an error message. On the 3rd call, I contacted a linda. After linda went through the troubleshooting process, to no avail, she told me that I had to get a new box. I indicated that I work, and my mother was disabled and could not get to the store. She told me in order to have the box delivered, she would be charged $80 or pay the monthly service charge of $6.95
I disagreed to both. Currently, my mother pays close to $200 a month and I pay close to $240 a month for your service and refuse to pay $1 more. The pricing is ridiculous.

I requested to speak to a supervisor because I wanted the fees waived. Your rep, ms. Linda left me holding and finally disconnected the call. I called a 4th time and reached alisa - agent id #dzw who I would like to commend on her customer care skills. Linda was able to take care of me, and was able to have the box delivered by mail, which we are waiting for now.

I would hope you understand my frustration and anger. Not only are we being charged astronomical prices, customer service has deteriorated immensely.

We are both very dissatisfied with your service. Thanks to alisa, I didn't cancel both subscriptions on
Sunday. However, after what I had to go through I am looking into other options. More than likely,
I'll be cancelling both our subscriptions very soon.

Your pricing is so ridiculous, that your customer care skills need to improve. Somehow, the customer should at least feel they're getting a service that is worth the money being charged.

Sincerely,

Christine narvaez