Optimum
Reviews and Complaints

I called optimum to ask upon what services is it that they decided to charge a service call fee. First the automated system after I selected that I had a billing question the automated person proceeded to say their recorded message and then ended the call when that's not what I needed to know. Called again entered the telephone number associated with the account, waited on hold due to high call volume, when I finally got a live person first thing I did was give her my name then I tried asking the question I had about my bill and she did not understand. I asked for a supervisor she asked for my account number gave it to her, if I said it to fast for her she did not ask me to repeat the account number. She proceeded to ask me my name which I had already given her my name, after this the representative hung up and if the case was that the call disconnected she had my contact info and the called could have been returned since I had to wait due their high call volume. But no I called again and wanted to automatically speak to a supervisor, again waited on hold due to high call volume i did explain to the representative that I wanted a supervisor more so not so much for the billing question but due to the prior representative hanging up and not returning the call. This representative did not ask for my account number all she asked was for my name and address that I provided. Not sure why the prior representative asked for the account number that was given to her and ended up hanging up. I explain to her that I wanted a supervisor due to the prior phone call, she did want to help me but I was frustrated due to waiting on hold and having to call 3 times. The supervisor was not available right away so I waited longer on hold, the representative did come back to apologize and let me know she was still trying to find one. When the supervisor was available the person was not trying to directly talk to me kept communicating through the representative as in what did I want him to do file the complaint or if he wanted them to listen to the phone conversation from the prior representative, which I thought was unprofessional if the supervisor was there. I am to the point that I will disconnect my services with them. And if a supervisor doesn't want to deal with customer issues he shouldn't be a supervisor.

Once again I am having connectivity issues with Optimums internet, this has happened several times in the last year, once for 4 months straight. This is unacceptable especially since my husband uses the internet for work. Well I just about had it, today we lost complete internet access and Optimum can't send anybody out until Friday! This is completely and utterly unacceptable. So basically they are not providing me with a service that I am paying for which they state they will compensate me for but if my husband can't connect to the internet he can not do his work and he will not be paid, is Optimum going to compensate his loss...absolutley not. So now I am diligently fighting for a tech to be sent out today! This is extremely poor customer service and I will be looking to cancel my internet with them that I'm not even getting anyway if they can't resolve my issues today.

My children, ages 3 and 6 ordered about 8 cartoons and I didnt notice until my latest bill. When I contacted ELVIS via chat, he tells me that he can verify that the movies were ordered and watched. How can he verify that 2 hyperactive kids with ADHD actually sat there and watched the cartoons. I asked for a 1 time credit since I am on a tight budget and what I get offered is stars for free for 3 months. WHAT IS THIS? Is Optimum really willing to lose a customer over 38 dollars?

MS CATHRYN KAIFA
Account Number: [protected]
I initially called your company to discontinue my services in February, it was not discontinued. At that time I was informed that bill could not be prorated for a discontinuance of service. I would be billed through the cycle ending on the 6th of the month. I was informed that a reduction in service could be prorated. We reduced my service for the remainder of the billing cycle, to internet only; with the order for disconnect at the end of the current billing cycle. I went forward and contracted internet only service with FIOS service to begin March 7th. Optimum billing continued despite my two requests and expressed desire to disconnect / discontinue. Optimum now has my account in collections. Thought I do not owe your company the amount being charged, as a good faith gesture, today I made a $60 payment on the $200 invoice.
I am requesting a review of my account and an adjustment to my final bill.

Are you people that hard up now that you have to put "Info-mercials" on the News 12 Weather channel between 12am-6am. Some folks work midnight, rotating shifts, need the weather forecast before they go to work at 4-5am. This is channel 61 in NJ.
Same channel during the afternoon you also air Long Island High School Lacrosse/Basketball in the evening.
WHO CARES ABOUT THIS, we live in NJ not Long Island? You don't have any local channels that this can be broadcast on?
If this continues, I will be switching to Verizon Fios which is currently being Installed in my building!

I am not paying to watch any more "Info-mercials"!

I wanted to switch back to my old box. The customer representative talked me out of it. I'm very annoyed. If I want the old box back it should be my choice. He was very rude!
Can someone please help me get my old boxes back?
I feel it is my choice as a customer (for many years) to switch back to the old box. I had no problems with it. This new box, I don't like it. I've had too many problems with this one.
As of right now, I'm having an issue with the remote.
I need and want the old box back!
Thank you

A simple request to change my Logon ID for the Optimum Online account requires me to be home. They request all the hardware serial numbers in order to apparently, validate the account? I was already logged in to my account, and submitted an online chat request, and provided details regarding the account already for them to have access into it (validation enough?), then they claimed an inability to assist because I was not home and able to provide the serial numbers off my optimum cable hardware. Something doesn't sound right when all the request was it to change my logon ID. This is not the first time Optimum has made it difficult to make simple changes to the account. Just another example...

On Thursday, May 24th, I had no internet or phone. I called for an appt. and was told that I could only schedule from 10 AM - 8 PM on Friday. All day. If I missed the appointment (had to go to the bathroom?) I would be charged $80. I had to take the day off work to do this.

On Friday morning the phone & internet were working. So, I cancelled the appt. so I didn't have to wait all day (unreasonable on any level). That afternoon, the service was gone again.

I called Saturday & was told no one could come until Monday - again - all day appointment from 10 AM to 8 PM. I gave 2 cell numbers & asked for a courtesy call ahead before coming. It was Memorial Day. I had to spend the entire day waiting for Optimum instead of going to the BBQ. A tech, "Mark" came at 3 pm (no call before), replaced the wire to the pole & the splitter but told me that the problem was the box on the pole & he would report it to his supervisor. He said it was working but when he left, there was no phone & no internet.

I tried calling on Tuesday but could not get through to the company. I left my number 5 times "due to high call volume" for call-backs & no one EVER CALLED BACK. Now, I have no phone, no internet and no TV. NO SERVICES AT ALL.

I finally got through yesterday, Wednesday, May 30th to be told that I had to request for a supervisor to call me back. I was told that was all I could do. Which I did but when I was skeptical - I was promised "within 24 hours guaranteed". No one ever called me. My son had to call on Wednesday night (because no one was helping me). He was told by "Gregory" that no one could come to my house until Friday. At least this time they told him from 8 AM - 11 PM instead of all day. I again need to take time off work.

So, this entire week so far I am without any services, which I have paid for...living as if in a third-world country. And it still isn't fixed. I have been a customer for approximately 20 years. And I am so disappointed to realize that there is no customer service anymore. There is no accountability for anyone at Optimum. You must excuse the use of caps but honestly, there is only so much any human being can take. When I tell people this sad story, they just don't believe any company would behave this way. And neither do I.

I have lost service for the 2nd time in a few months due to downed wires. Optimum was supposed to put the wires at a higher place so it shouldn't be downed by a UPS truck.
I lost service on Sunday, May 27 and I called for service immediately on that day. Optimum scheduled the repair for Tuesday the 29th, at which the tech came and said that he cannot do the job because he needs to come back with a bucket truck. The appointment was rescheduled for the next day, Wednesday the 30th between 2:00 pm to 5:00 pm. At around 7:00 pm 2 technicians showed up and said that they are also unable to do the repair because they need a bucket truck! they said they will be back with a truck soon. I called customer service at 8:20 pm and they said that I will receive a call back from dispatch "within 10 minutes". of course they never called me back.
I called again on Thursday, May 31 and the rep told that my service appointment was cancelled automatically by the system and that the earliest appointment that they have is the next Sunday, June 3.
This is extremely disappointing. Optimum obviously does not care about their customers at all. I will be a phone and internet service for over a week.

Cancelled triple play to just internet and tv app from horrible static to incoming callers. March was billed for triple in end of may. $135. Three months later you are still billing me saying account in arrears.. That is a lie. Had a house fire and started a brand new service, your company is the worst. Now for two months the tv app won't work on my mac computer and they won't refund, you told me you are working on a solution, but no one calls back. I have to pay two months for an app that doesn't work, verizon $79 a month locked in for two years triple play looks better and better, you are thieves. Im not paying my bill> its bad enough you over charged me, for 35 yrs ive been with you that is over 35 thousand dollars and I am treated like [censored], im done

I called for assistance and I get a Maria over the phone. She could not comprehend what I was saying when I was straight to the point. She then proceeded to mention that she will transfer me to customer service, but she gave me sassy attitude that she went ahead and transferred me to billing which she knew was closed already; She was not helpful at all and it seemed like she did not know what she was doing. She did not put any type of effort to try to help me.

I ordered internet service on 05/23/18 the installation was scheduled between 2-5 pm on 05/24/18 the tech called me at 2:03 pm he informed me he was outside I stated I was home he said ok . About five minutes later he rang the door bell I buzzed him in he came inside, I noticed only one cable box I stated there were two TV sets he said let me double check, he then checked his phone and confirmed the order was for one box, I said ok its going in the bedroom I turned to walk in that direction and he spoke I wasn't sure what he said, I turned around and said huh he stated he wasn't comfortable. ? I then said the one box is not a problem he said I'm uncomfortable I'll send another technician and left. I immediately called customer service spoke to Rob, he stated the installation was still scheduled between 2-5 and there was nothing that could be done at that time he also told me someone would be calling me back, A women by the name of Wendy called me back to inform me my installation would be rescheduled I stated to her that was unacceptable I did nothing wrong why am I being inconvenienced I requested a refund Wendy stated she would have to transfer me. ?. A young lady name Quanisha called me from installation I think I'm not positive, again I explained to her the situation she stated she would try and resend someone and have the field supervisor call me, No one came or called. Optimum is charging 69.99 for installation and this is what I'm paying for? Not sure what happens at this point, how do I get my money back?

I resent call optimum I was really upset with my mom wish I have her cable under my name and I say I have never order so her cable got disconnect from the office I call the very next day to cancel the disconnect I want to continue her service on but I call a few time and they didn't connect it back now in order to get it back on they asking for reconnection one month in advance and balance due on the account I'm speaking help so her cable it's turn back on

A tech came out today and cannot fix my system. I was on the phone for 2 hours I made an appointment for 5/26 and want it sooner and I am not being accommodated. I want my original equipment back altice is garbage and doesnt work. Please have someone call me. Your north jersey office was of no help to me. I am paying for a service that doesnt work. The tech cannot fix it.

Work done by inexperienced tech who had 3weeks of training. He called for assistance 2X & then another tech cane to help & then a 3rd tech came. This process took 3 hours. Wound up with access to tv, however no phone or computer use. I have provided pictures of the mess that was left. Totally unacceptable & disappointed. Had to place another service call requesting an experienced tech. The tech was very courteous- not faulting him, but faulting Optimum for amount of training you provided him.

I was a customer for over 30 years. Loyal, paid my bills on time. March 7, 2018 storm interrupted service. Took till Mon. 3/12 to be restored. Then optimum lines went down all over my house and street on March 14th. I could not get into my house. Cars where backed-up everywhere. Called optimum customer service they did not consider this an emergency and gave me and appt. for Fri. March 16th.in the meantime we had to wait for Con Ed to come to make sure wires were not active, and then a call to the City of Yonkers to get service from Optimum. It was then I decided not to be treated so badly by a company. I switched to Verizon. Now Optimum wants me to pay a for a month I did not have because they do not pro-rate. Show me a document that I agreed to about this! If you have a rule you need to let your customers know about this in advance. Not when a loyal customer decides to switch. I paid for 3 days of the service that I still before the switch. I will not pay anymore and if they send me to collection I am going to take them to court. I have pictures to support my claims of wires all over my property, phone call documentation to the City of Yonkers and e-mails. I sent them pictures of which they ignored.

Acct #[protected]
Isaac Johnson
Madeline Velez
400 herkimer st apt lb
Brooklyn ny 11213

On May 13, at 3:59am, I received a email stating there was a payment of 470.84. Now much to my dismay, I didn't understand why because I didn't make, authorize, or initiate this payment nor did my husband. I proceeded to call the billing department at optimum at 8:am and the rep was extremely rude talking over me and not allowing me to get my questions out. She proceeded to tell me that they would keep anything that is due and they can only make a claim concerning any credits to the account. I was shocked that she was telling me that she didn't know who I was even after I gave her the acct info and address and that besides a claim for the credit amount but not the full 470.84 that was illegally removed from my account. I tried to ask her how long this claim would take and she talked over me seeming as she was ready to end the call. I proceeded to explain that this is her job and she needed to be more professional and she stated she wasn't in any danger of losing her job. I tried to talk and she hung up. I'm beyond disappointed and disgusted. I've been with optimum and usually they are superior in service in all areas so to deal with this is beyond disrespectful. I would like a full refund of my money that was illegally remove out my acct.

10 times... 10 times in a row I call your god damned customer service number, and every time I get as far as telling that stupid robot what the problem is, it tells me to hold, and immediately hangs up. What kind of "customer service" is that? You people don't give a flying [censored] about the people who pay you for a service. Eat [censored] and die, thanks;)

So I made an appointment last week to have the altice box installed between 5pm and 8pm (5/8/18), I had to leave work early to get home. I am waiting for 2.5 hours and finally get a phone call from someone telling me the technician is running late, he can't get here until 9pm. Of course i am upset since i was waiting already for 2.5 hours. So when 9pm rolls around I still haven't heard from the Technician, so I decided to call myself. They tell me that the appointment was canceled and I would have to reschedule. At this point I am beyond aggravated, the customer service provider (or whatever department it was, was no help) so I had him transfer me to his supervisor Freddie. Freddie was also no help, he was actually rude and wouldn't accommodate me at all. He said i would have to reschedule, which means missing more time from work and waiting around for another three hours ... I have never experienced anything like this and all I was getting was two boxes swapped out ..

Please help. The person whose name is on the account has not lived at this address for 5 years. He has asked for this account to be disconnected several times and optimum states it is disconnected. Katherine Hass the women living there keeps fraudulently reconnecting the service under his name. Please call her at 6312644262. Please do not connect again and please do not allow this identity theft again. Everyone we call customer service tells us something different. However, this person is allowed to do this over and over again. Please block this person from doing this again and please put the account in her name. Account [protected]
Thank you in advance for help in this matter