Optimum
Reviews and Complaints

On May 6th at 7:09 pm driver was driving wreck less at the intersection of Jerome Avenue and Kingsbridge road in the city of Bronx . Pedestrian was crossing by and driver started horning and speeding vehicle while pedestrian was crossing by . Vehicle no 724 color was pink/orange . This is someone that is not only operation a vehicle is representing a brand . Driver seem to be hispanic black hair .

I am completely frustrated with this company for the LAST TIME. Every few months they increase my bill without telling me or warning me. One time I had to complain because it was so high and they changed it to $70 by getting rid of some things and now suddenly its $85 claiming that its because they "increased the speed". I never asked for it now can you charge me so much for something you are choosing to do. Not just that but it is completely disgusting of a company to charge $90.00 for some of the worst internet I've ever used in my life. The speed of the internet never actually increased.

I've never been this frustrated with a company or felt the need to do this but I will be filing a complaint with the Better Business Bureau because this is the second time they have done this and I'm not really in the mood to be part of some scam company.

I bought Optimum internet and TV box in Dec. 2017, after the installment of those internet and TV box, I noticed there were some problems, I called Optimum customer service and asked to send someone to fix the problems, the person who answered the call told me they would charge $ 80 for this assignment, I told them it was unfair to be charged because the technician who came to my home to install internet and TV does not speak English and I could not get full instruction about internet and TV, so I need to further instruction, but they did not agree.

What is more annoyed is they sent a technician to my home but I did not meet because they sent me wrong information of appointment by Optimum automatic phone answering .

The first agreed time between me and the person who answered my call for home appointment is at 1:00 pm Dec. 17, but when I called Optimum customer service to confirm the appointment in the morning around 11 am that day, there was automatic phone answer which told me that my appointment time was at 4 pm that day instead of 1:00 pm, so I left home around 12: 30 to nearby shop, however, the technician called me by 10 minutes to 1:00 pm, and I told him that I was told the appointment was changed to 4 pm, he said he did not know the change, and I then told him I would be home as soon as possible, I estimated it took about 10-15 minutes to drive back home, I told the technician to wait for me for 10 minutes, but when I arrived home he had gone, and I immediately called his mobile and told him that I was at home, he told me he would be back to my home at 3 pm, but he did not come, and I called him again, he said he would come at 7 pm, but he did not turn up. I waited for him whole afternoon and evening, he did not appear finally .

I did not receive any service from Optimum and spent whole afternoon and evening for nothing. But Optimum sent me $80 charge bill in Jan. 2018 while the charge issue was still under discussion, they sent me another 10 dollar bill for later payment and then stopped my internet in Feb. 2018.

Because my daughter will come to my home in Feb. so I have to renew the service, which cost another $24 for renew service . So, all together, I spent 80+10+24 =114 dollars for nothing .

Although I had called Optimum customer service many times to discuss this issue, what I received is " we sent technician, you are not at home, that is your problem " . they used to agree to check phone call records, but I never received the answer for the checking result. All I received is increased charge bills.

I regret very much to use Optimum .

Chat
Thank you for chatting with optimum sales, we'd be more than happy to assist with processing your order today. How can we help?
After the initial discounted period, how much is 200 mbps internet only jumping up to?
Me
Hi there. Thank you for chatting with optimum sales today.
With our new customer promotion on internet only, the step up rate is $15 more monthly in year 2.
I can help with offers and installations... May I please have your name and the full street address, to better assist?
Kissi r.
(address given here)
Me
Thank you. Please allow me a moment to locate the address.
Thanks for trying us. But unfortunately, optimum does not provide service to your address. This specific address falls outside of the optimum coverage area.
Kissi r.
Nonsense
I am on the same road as the rockaway twp board of ecucation, they have it it. It goes by my house
Update your maps :)
Me
The online system is only verifying the zip code, not the full street address.
Kissi r.
I used to have it 20 years ago
Me
If you would like to confirm the cable service provider for your exact address. Please click on the following link. Cablemover.com/. Thank for chatting with optimum sales. Have a great rest of your day. Bye now. :wave:
Thank you for your feedback!
Kissi r.
Thank you for contacting us.
Chat session disconnected.

Save your money and time.
I am not using this company for 2 months. Still I have to pay more than 300 dollars. Why? Because they feel like it. Disconnecting these services is worse than trying to quit the gym.. I inquired about returning my equipment, obviously told the representative I don't have this company anymore, and yet... Nobody explained to me my account is still active, after I contact them and said I don't have the services anymore. Save your money. There are way better companies to deal with.

Good afternoon. Verizon has installed a new utility pole in front of my house at 396 Harrison Ave Massapequa NY 11758. The old one is damaged due to the recent storms in the area. PSEG has relocated their equipment and Verizon has told me they are waiting on Cablevison to move their equipment before they can proceed with moving their and taking down the pole. I would like for someone to address this issue ASAP and move your equipment in front of the above address. Thank you for your cooperation and service.

All of a sudden today some tech shows up do so work on the poll . None of my services were down. All of sudden I have no internet or phone my TV froze making a small red line in my TV screen. Howevervtv came back on but no internet. When I called they CV told me I had to schedule an apt for someone to come out. But then I was told it pwuldnt be until Tuesday. I called back and was told nothing they can do but they the broke it it to begin with I was fine until that time. Sorry they told me I should of been home and they left a card at my door. Hell I was home watching then in the window. So not only did they just leave but not willing to fix it.

I called in for a simple fix to my internet service. After 22 minutes I got someone on the phone who tells me they will transfer me to tech support. I asked him politely how long it would be since I have already waited 22 minutes on the phone. He says to me I promise it will not be long at all. What a D-Bag, because I am here at 48 minutes and still no one has answered the phone. This is type of service they provide. Avoid these guys at all costs. I am trapped with these jokers because my area doesn't have any other providers. I will absolutely be more proactive with looking for different providers now in the Edison, NJ area. These guys are pathetic excuse for service providers. Oh Wait not to mention I tried to use their online chat queue which they recommend but before the phone call I gave up on the chat queue after 30 minutes. about 2hrs of my life I'll never get back due to these guys inability to provide good service.

My name is Lisa Embry and my complain is the poor service I received when trying to get service installed in my apartment. on 3/19/18 I purchased an account for service, was told I could not get a weekend apt because they go fast which resulted in me making an apt for Friday 3/23/18 wherein I waited in my allotted time schedule of 5-8pm at 8:47pm an automated call came in but I was out because I could not wait any longer and it was 9:03pm...I called the number provided in the call to then speak with a lady who said I had to reschedule...s/w someone on 3/24 and they sched me for 3/26/18 I was not happy but I took it. then the sales person called telling me he was going to try and approve me for sunday and for me to check back later in the day to see if I was "approved"..i called back and another gentleman said it looks like I was approved, but of course no one came. Monday 3/26/18 I rush home by 5pm, at 6:40 I see an optimum truck go up an down my street, I am yelling and waving no stop, the automated service tracked times for service every 15-20 changes, at 9pm no one came. I called s/w a young lady name Taahria? who felt humor in my call as well as how I pronounced her name, she would not allow me to s/w a supervisor but told me the supervisor would cmb in 20mins. They never called me back, I then called again explained my story again to a guy who kept saying he would see what his supervisor can do at which time I was given a Thursday appt...I will not waste not one more day waiting for someone to install my service. I asked for my money back, was told it would be processed and that was Monday and I am still waiting. I am very disappointed because I am new customer and was very anxious to get my service and to date I have nothing, nor my money back

Account # [protected]

Cooleen
11 Tower Hill
Scarborough NY 10510

To Whom it May Concern

Our home had no cable, phone or internet from Friday March 2nd until Saturday March 10. I was told, by Optimum customer service (after 5 mins of navigating a phone queue and many more minutes on hold) that we would not be credited for this outage as I personally did not call Optimium during the aforementioned time period to advise. My entire street had no service, we had just been hit by a Nor'easter, I was dealing with electrical issues, fallen trees, no heat & many more important issues. As I said, our entire street was out & over the next week there were several Optimium Trucks working in the area where I live so; understandably & obviously, Optimium was aware.

Optimum's policy is unfounded, unfair and is written to put the burden of proof on customers. Their policy might be understandable in an individual outage but given the situation described above it is just plain wrong. I am already overcharged for inferior service (they have a monopoly, no other service is available in my exact location) and now I am being charged for service I did not even receive.

The situation I have described in this note is far from the first time I have received such inferior service from Optimium, perhaps this is just the straw that broke the camel's back, hence my reaction. I want nothing more that to find another company to supply our cable, internet and land line but, as I mentioned, I have no choice. Management at Optimum should be horrified by their customer service, or rather, their lack there of.

Ann Marie Cooleen
[protected]@cooleen.com
[protected]

Matthew Cooleen
[protected]@cooleen.com
[protected]

I have been without service (land line/cable TV/internet) since March 7, 2018.

In order to reach an Optimum service number, you need to look on-line, however, I do not have internet service (which I have faithfully paid for), so this involves a trip to the local library. Since there are no links from the Optimum page to any phone numbers, the numbers must be written down and called. That involves leaving the library to sit in a car and dial and wait and wait.) The number listed on the web site for Optimum service is only service for bill paying. That said, there are ways around your system so that it is possible to reach a person who claims to be associated with what they have told me are "independent contractors" who receive compensation for servicing Optimum accounts. Each time I have called, I go through this rigmarole. Each time I am told the technician will call me when he is on his way. I have NEVER received a call back from him or from any of your people.

I believe, this technique for reaching your service people is deliberately awful.

I called for repair. I explained that the cable line was down and draped across the yard; I told the scheduler and the dispatcher it would take two people to restore service. The repair technicians were expected on Sunday, March 11, 2018. A single technician arrived. (That technician's phone number is [protected]) My adult son, a New York City police officer, not an electrician, helped the single technician restore our service.

Within a day, the line came down again, and draped across our yard; and another appointment was made for March 21, 2018 (ten days in advance) for between 11 am and 2 pm. That day it snowed. However, I did NOT receive a call; so I called and was told I had to reschedule because of the storm. Instead of receiving the next available appointment - which would have been on Thursday, I was scheduled for Saturday, March 24, 2018 between 11 am and 2 pm. I was told, again by the dispatcher, he would arrive soon and he would call when he was on his way. He never called.

The same technician from March 11, 2018 arrived, looked outside, and said he needed a different wire and would return. He never returned. He never called. Based on my previous interactions with your service department (I am being generous when I use the words "service department" as you have not performed any service.), I called at 2:20 pm. The person who finally answered the telephone told me the technician would not be returning on March 24, 2018, although he had said he would. I was told I needed to make a new appointment. The earliest would be Tuesday, March 27, 2018 between 11 am and 2 pm. By this time, I was very annoyed and insisted on an earlier appointment, and the person who had finally answered the telephone said the technician would arrive between 8 am and 11 am on Tuesday, March 27, 2018.

Believe me when I tell you that I do not expect that to happen. I am betting the technician (and I fear it will be one, NOT TWO as needed) will arrive after 11 am. What would you think will happen?

I expect to be compensated for all the time I have spent waiting for your technician(s) who is unable to do the job. I expect to be compensated for all the payments I have made to scan and send documents for work. I expect to be compensated for services I pay for and cannot receive because of your service: i.e. Hulu, Amazon, Netflix, and TIVO. And especially, from Optimum for not providing any service for more than two weeks.

At the very least, I would love to hear any response from anyone with power or authority without my initiating the contact.

I await your repair technicians (!) with far less grace than I would like to have.

Margaret Cinberg
[protected] (You, of course, cannot call this number as I do not have service.)

I telephoned the local optimum office to inquire about my bill which has been slowly increasing each month. I was informed by a customer service rep named "Henry" that I upgraded my service package thru my tv. I made him aware that this was impossible since I was at work and do not get home until late. He did not care to investigate the unauthorized upgrade at my request and basically told me it's ok to look for another service provider. I telephoned corporate customer support and spoke to Monique who was very helpful and I invested over an hour on the telephone with her. She was trying to initiate an investigation of the unauthorized upgrade. Yesterday, i called to follow up on the outcome and the ball has been dropped. Currently my bill is at $234 and I cannot afford the $183 that my previous months bill has slowly climbed up. I have been a loyal customer for over four years and find it insulting that optimum is willing to accommodate new customers with lower service rates and not reward loyal customers . 1. My current bill ($234, +$40 unauthorized) needs to be revised to reflect the correct service agreement 2. I need to decrease my current service expense as I cannot afford a cable bill of $183 monthly.

My account# [protected]
I have been a customer for Optimum for over 15 years and I found Cablevision practices unfair. My account was automatically renewed until 2021 without my approval and because Cablevision is the only vendor available in our co-op City Bronx location, we do not have another choice than to be forced to remain with their service. In addition our current bill is $69.85 for Optimum 100 but if we wanted to upgrade to the 200, we will be charged $20 more while all new customers are getting Optimum 400 for only $54.00.
Do you see anything wrong with this picture?
What benefit do we have as long time customer?
Isn't it an unfair practice? I have intended to submit a post to one of this political blogs but in all fairness I would hope that your board members would read this message and consider some corrective steps to satisfy long standing customers.
Why not having the Optimum 200 for an additional $5 and the 400 for $10 although we will still paying more than the new customers at least this would be classified as partial or fairly acceptable?

Jose Audel
Bronx New York
[protected]
IT Consultant

I paid optimum for internet service in january of 2018. It is now march of 2018 and they still have not sent anyone to install my internet service. They just keep on giving me the run around as they sit on my money. More over they are the only internet provider in my area. Customer service supervisor named jose told me there is nothing they can do. They just keep giving me the run around. They are horrible and do not care about customers. Avoid them if you can

Moving out of state contacted Optimum internet services to cancel services as of 3/14/18. As they bill services one month in advance I have to pay for 26 days of services I will not receive. Optimum will not pro-rate the $245.10 charge. Can not imagine the number of people they service in NJ who move and or discontinue Optimum services per year. Optimum pockets all that pre-paid money. How can the get away with such behavior. Customers should only have to pay for services received not pre-pay month in advance. This is a scam and a big money maker for Optimum, they should have a class action suit brought against them.

Optimum makes unauthorized debit of $683 from dead woman's account.

9 March 2018

To whom it may concern:

My mother, Miriam Muravchik, 2465 Palisade Avenue, Apartment 1B, Bronx, NY 10463, had an account with Optimum for television, telephone, and Internet service.

For the past year, since she reached age 97, I managed my mother's bills. I arranged for the bill from Optimum to be directly debited from Miriam's checking account.

In late January 2018, I helped Miriam to move into a nursing home. That week I called Optimum and asked that the account be transferred to my mother's grandson, Eben Sexton (my nephew), who had lived with her and was remaining in the apartment. The Optimum representative told me this would be done. However, without ever communicating with me, Optimum subsequently told my nephew that they could not transfer the account and would have to close my mother's account and open a new one for him.

One month later I received a bill for service. (Bills were addressed to my mother, Miriam, and also to me and came to my address, ever since I had taken charge of managing her bills.) I called Optimum and asked the agent why I had received another bill a month after I had asked that the account be transferred to Eben Sexton. The agent said nothing about Miriam's account being closed and a new one opened. To the contrary, he said that the account would be transferred but that it would take one or two billing cycles for the transfer to be effectuated. I replied that I would allow the payment for that billing cycle, although it was one beyond the time that I had requested a transfer of the account, but not another one after that.

On March 5th, my mother died. That same week and to my surprise, I received another bill from Optimum, this one for $688.26. The itemization showed that Miriam's account had a credit for service of around $40, but charges for equipment of over $720. I called Optimum. From the agent I spoke this time, I learned for the first time that rather than transferring the account to my nephew, Optimum had instead canceled my mother's account and opened a new one for her grandson. The agent said that the equipment (cable boxes and router) had to be returned.

Since my mother is dead, she could not return it, and I live in Maryland some 250 miles away. I called my nephew who told me that a technician had brought out a new cable box for him when his new account was opened, and that he had asked the technician to take back the old equipment (that had been my mother's), but that the technician had suggested that he leave it there.

I called Optimum again and spoke to another agent. She was sympathetic, and at first said she could arrange to have the equipment picked up. But then, after a hold, she said that she could not have it picked up because the account had been closed, and while Optimum has its agents pick up equipment from households, it will not do that for a closed account. I asked if I could speak to someone with the authority to waive Optimum's usual procedures and authorize a pickup of my mother's equipment since she was now deceased. This agent said she would have a supervisor call me back. No such call ever came.

I also told this agent that I wished to withdraw authorization for direct debiting of my mother's bank account. She said I could only do that by email, and she gave me an email address to write to. ([protected]@alticeusa.com) On March 6, I wrote to that address withdrawing authority for any further debits from my mother's account. (This email is copied below.) Despite this, on March 9 Optimum put through a debit of my late mother's account in the amount of $683.27.

I object on several bases. First, by what right does Optimum withdraw funds from my mother's account after receiving a specific unequivocal letter canceling authorization to access her account? Second, why was I not told in the first or second instance that the account could not simply be transferred to my nephew? Third, since Optimum agents do routinely collect equipment from customers, why could it not, in light of the fact that my mother is deceased, pick up her equipment from her former apartment, waiving, if necessary, Optimum's usual rule against collecting equipment form closed accounts?

I request that the funds Optimum took from my mother's account (at Country Bank) be restored together with the credit for service of around $40 that Optimum says was due her.

Sincerely,
Joshua Muravchik
1932 Wallace Avenue
Wheaton, MD 20902
[protected]
[protected]@gmail.com

Joshua Muravchik
Mar 6 (3 days ago)

to directdebit

Dear Sirs:

Effective immediately permission to direct debit charges to account number [protected]
Miriam Muravchik
2465 Palisade Ave., Apt 1B
Bronx NY 210463
is revoked. Optimum is not authorized to make any further debits from this account.

Optimum installed internet and telephone service in my home early december, 2017. I purchased the modem from arris for $99.00, based on their recommendation. I handed my modem to the serviceman and advised him that I will be using my own modem. The first month I was billed for using their modem. The billing dept. Advised me that I need to record my modem number to their technical support dept. After doing so, sam, in newark, told me that the numbers I gave him was indicating a optimum owned modem. I explained that could not be the case, because I own the modem that was installed. After being on the phone for more than an hour, sam apologized for his mistake, after consulting with his supervisor, etc. I was credited for the modem the first month, but continue to see the modem rental cost appearing on my bill. According to billing, the modem was switched back as theirs, because the numbers are indicating such. I visited the optimum store in fairlawn, nj, on 3/8/18, and showed them the modem, its box, packing slip (with my name and address) and the charge appearing on my chase credit card bill. We discovered that the numbers appearing on the modem were different from the ones appearing on the box. Customer service representative anisha asked me to call arris to verify my serial number, which they were unable to do. Anisha filed a dispute - control #8138878 - included all the numbers involved, which I am now awaiting their findings. I later got a message from supervisor al, of arris, [protected], asking me to call and provide the numbers, so they could identify my numbers. I have not done so as yet, because after speaking to three of their people, in the presence of the optimum representative, they insisted that they were unable to provide me with my modem numbers. My thinking is that either arris mixed up my order with optimum's or the serviceman took my modem. I would appreciate you getting this problem resolved for me. Thank you very much.

arris order # so-1852793

the numbers appearing on the modem that i have sn: 7an2xa53b112665 - cmac: a811fc56eb7b - mta mac: a811fc56eb7c

the numbers appearing on my box - sn: 7as2wl53b105734 - cmac: 20f19ec04803 - mta mac: 20f19ec04804 - 1000182 tm1602ap2/cv

I am out of service since March 4th 2018 I called to department and they set up the appointment for March 6th from 10Am to 8 PM. I made several phone call from 4 pm till 8:30 pm to confirm that the technician is coming and every time they said yes you are next and technician will be there by 8PM. Then I spoke to Angie in their client care she said technician was over loaded and can not make it today. My wife stayed all day home for this appointment which they never kept. I asked her if you couldn't make it today then fix it first thing in the morning tomorrow. Her response was that she other more important customer tomorrow in the que so she can not help before March 8th. I felt discriminated and insulted. I am dealing with optimum from 10 years but now it's over I will cancel my services with them and will not recommend them to anyone.

They scheduled a 3 hour window for cable hookup. I took off work for this. Two and a half hours in, and the automated messages is that the technician is scheduled to arrive anywhere from 26 minutes to an hour an 26 minutes after the close of that 3 hour window - and of course, the technician can take an hour to do their work.

A 3 hour window for the technician's arrival is a very, very big window. This is what they do. Why wasn't it enough?

I had to reschedule for a different day. So I missed that two and a half hours, plus travel time, and I will have to delay my move in date. I am furious. They just do not care and they have a monopoly on cable service.

Again, a 3 hour window for the technician's arrival is a very, very big window. It's just not right to make people waste that time and then not show. At least they should tell people from the start that their professional seeming scheduling system is just a suggested time frame.

it's just one more thing that little people just have to deal with.

After sitting home Tuesday 2-6 and losing a half day pay waiting for a repair technician that never came I sat home Wednesday from 5 to 8 waiting for a repair technician who never came without even the basic decency of a phone call From Optimum. As of this writing I still do not have an appointment for the repair nor do i have an agreement for a credited bill for my lost time and wages and they refuse to give me an appointment time to suit my needs evn after treating me like garbage twice already.