Optimum
Reviews and Complaints

I had frontier for phone and internet. I recently switched to the triple play with optimum. Big mistake. Called three different sales people got 3 different prices. I have been with Optimum Tv for years and am a good customer. One told me my bill would be 189, but then I got added cost of 10 for internet box. Then I told them in order to switch to the service I didnt want to pay any additional fees. they came I switched and have a bill 130 dollars more than expected. Prorated charges and 60 dollar fee for me to get added services?
Is this the way you treat loyal customers. You treat new customers better. I called to try to get some fees off. Spent over hour on phone, the person said no supervisor available, then he said he found one. Was on hold for over 20 min then hung up on. Tried the chat and told my story wanted to talk to corporate or supervisor another hour and the run around.
Needless to say I have a huge bill, and should have gone with frontier for everything; which I will do in the next month or so. This company has gone downhill with all these high cable box, and internet modem chargers. Also, if I am adding services why should I have to pay a fee. Besides the fact I can't even talk to someone to help me, I just get the runaround. Well I will certainly never recommend this company to anyone.

I called optimum to downgrade my service, the representative seemed o insist on his goal not to downgrade, when I asked for a supervisor, he said he is a supervisor, his name was Gaudy ID 5401. In order to downgrade or disconnect the service he said I need to be present at home where my service is or know all the information about the equipment that I rent with optimum. Well, smth I don't have access to . He was not helpful at all. Very disappointed, cancelling my service

I'm getting tired of every time that I open my bill it's higher. I just got another increase and all they have is basic service with the Triple Play I don't change anything I don't add anything but yet my bill went up again. When I called customer service they told me that's because your promotion has ended that's the excuse every single time that my bill goes up that the promotion has ended. I'm never told that I'm on a promotional service aren't they supposed to ask me or speak to me about any kind of changes that they are putting on my bill? When the rep said that the promotions are supposed to save me money they never do the bill just keeps going up and up and up that's not saving me money I'm really disgusted with this service I've been a loyal customer for 15 years this is ridiculous. I want to know who to contact so I can speak to them about stuff being put on to my bill when I'm not even notified!

Getting in touch with corporate is harder than getting in touch with the governor. I have been a customer for over 20 years and in May 2017 I went to OOL only. My bill should have been approx $69. In July my account was upgraded and no one can tell me why. It was an oversight on my part and the rep two weeks ago could only offer 60 day credit so she escalated the issue. I never received a follow up call so I called back and got a rep that was very argumentative. I asked for a manager and he gave me an acting supv who didn't help me. He still could not tell me why my account was upgraded but he demanded I pay my past due. I explained my credit due would be more that the past due and he also was rude. Paying the past due could have been paid two weeks ago however it is clear my account was upgraded without my knowledge. Until I speak to someone to correct this account I will proceed with more complaints on every site including the FCC and BPU. Your reps already confirmed they don't know why I'm being charged for tv and phone. There was no request called in.

On or about oct 30 I made a payment in line by mistake using a closed account. I immediately realized my mistake and called to try and stop this payment and give the correct means of payment, I immediately went through the steps of paying all including the mistake payment although the system gave me a hard time about it

No I get a 30.00 charge.
This means that the optimum web site is set up to be charged even for a legitimate mistake without even a chance to correct!. This is a holdup!

Please help me reverse this 30.00 charge to my account

Around October 22, 2017, my Optimum inbox, with thousands of emails, vanished off their server.

I've spoken to three support representatives so far (one via chat, two on the phone), and was promised that a more senior person would contact me, too, but that was a week ago. In sum, they say the emails were "popped, " (luckily for me I'd never heard that term before), and it must be some third party server (?) and that's all they know and there's nothing they can do. Period.

First, that is no explanation. Why? What happened? What could I do to avoid it? Don't they have back-ups? Don't they care exactly what the circumstances were so they could maybe come up with a solution? Or protect people in future? Apparently they don't care about any of the above, and let me repeat, they LOST ALL MY EMAIL.

I've had my optonline.net email address for many years, through different computers, and for the last ten years or so on my Macbook pro. I access it most often on my laptop, but also on my iphone, and sometimes, particularly when I travel, I use my browser (Safari in this case) and go directly to the optonline website. I was attempting to do this when I was traveling in October. When I got to the website I found that the fonts were now impossibly small (first time I've seen that, it must have something to do with either an iphone update or an optonline problem, but I can't worry about THAT particular problem now). The windows and view could not be resized, and enlarging the visible messages made it impossible to click on them, the system seemed to freeze. So it was pretty much impossible to delete the usual political and sales emails or access any of the "real" emails from there, so I gave up. I did delete one or two, and got the usual message "Are you sure you want to delete these messages?" and I said yes, but I realized it was going to be hit and miss so I gave up and didn't try again until I got home to my office.

Then I saw that the Inbox was empty, except for what was there after about October 23. Sent is also gone. Trash says it has four messages (no matter how many messages I delete now, it always say four). All the Drafts are there, for some reason.

So, something happened while I was traveling, apparently, but I did NOT select more than two messages, I did NOT get a message saying "Are you sure you want to delete your entire inbox?", I did NOT do anything out of the ordinary that I haven't done on dozens of trips. Where are my messages?

This is really bad for me, but if sudden unexplained total loss happened to me, what's to prevent it from happening to more people, and causing worse problems? I have most of my business emails in other forms, and the mail on my IPHONE seems to be working properly and is not affected so I have some access to the lost emails there. What would it be like for someone trying to access their business emails to lose all of them with no explanation and no back-up?

I would (a) like an explanation of what happened, how often it happens, and how it could be avoided, both by you, protecting information on your server, and for me, if there's something else I should have done (besides trying to check my email?) (b) like to have my emails back, not all of them, since apparently when I think I'm deleting a couple of hundred a day, they remain on the optonline server, because I think there were something like 9000 of them.

Aren't you at all curious about how a customer's emails could vanish off your server? Your representatives aren't, at all. I'm looking at alternatives.

got a new cable provider - had the new cabled installed - returned optimum equipment that same day to their optimum store and they charged me service for the whole cycle - when they only provided service for 12 days - said it is in the small print. and folks who complaint to optimum get nowhere.

I asked if this was legal - just got shrugs.

That is some company.

On Nov 1st, 2017 I notice that my Optimum Online service has been upgraded without notification to 200mbps and my bill has been increased as well by $4.95.

3 days later I get an email saying "In appreciation of your loyalty, we are increasing your speed to 200mbps on us".
I called Optimum to understand how come something they giving for free cost $4.95 and couldn't resolve this with their billing department.

They are saying "...but it is free...", I am saying :...but you charging me $4.95...".

Please help.

I'm not a customer of Cablevision/Optimum. New people just moved in across the street from me who had Optimum working there yesterday. They disconnected a wire from the house that runs to the pole on my front lawn. They left the wire and threw it on my front lawn (still connected to the top of the pole). I called last night asking that they send someone out to remove it first thing in the morning. A part of the wire was in the street and someone parked on it. When they left they dragged the wire which could have pulled the pole down had it not come loose from the car.

This morning the wire was still there. I called again and they told me they couldnt find a record of the complaint from the night before and needed to submit it again, but would have the wire removed today. It is now 3:00pm and the wire is still on my lawn. This is totally unacceptable.

I have a requested service to be installed today between 2 and 5 pm scheduled since las week Thursday, I have spoken with costumer service and they states that the technician call me around 4 pm. I have called 6 times since 3.18 pm today Ocotober 24th.
I missed one day of work due to this schedule and I have not received any reason to the delay.
The last person Marcos told me that my situacion was transfered to installation departement and only them could help me with my situation.
Befrore Marcos I spoked with a miss at 5.50 pm and she told me between 10 and 15 minutes.
I would like to receive and answer about this issue, because with cancelled Verizon since last week and tomorrow the service will be closed

sincerely
Tapanes Jose R

I called yesterday to terminate my service effective October 31 and was advised that the termination notice was submitted and that I should receive my final bill at the end of November. I said, no, why should I pay for an entire month of service that I don't have? She was not at all helpful. I called back today and was transferred no less than 5 times before finally speaking with a supervisor. She kept telling me that because I don't have a contract (duh) and there are no early termination fees (why would there be if I don't have a contract?), I would have to pay for the ENTIRE billing cycle as they don't or won't prorate a bill. Who ever heard of such a thing? Not only is their customer service horrible, so is their service. We have to constantly re-start our computers or the modem or the router and even with an extender, the service is spotty at best. I will never, ever use or recommend this company to anyone.

He sido cliente de Optimum por largo tiempo, estoy contenta con la calidad de servicio (internet y anteriormente Internet y cable), aunque es cierto que un poco caro, pero su calidad de internet es buena en comparación con la mayoría de las compañías proveedoras...
Pero algo con lo que he terminado disgustada más de una vez, aunque nunca como esta noche, es con su servicio al cliente, en especial de origen dominicano. Soy dominicana y esto deseo especificarlo para que se entienda mi queja, por más que ame mi país, tengo, quiero y debo admitir que el servicio al cliente en Optimum recibido por representantes dominicanos o de origen dominicano es sencillamente horrible y ante todo muy irrespetuosa! Esta es la razón por la que he decidido abrir cuenta en esta página y dar esta queja: hoy, miércoles, 18 de octubre de 2017 en la llamada de las 10.11 de la noche para ser más exacta, recibí la falta de respeto más grande que he recibido de una persona de servicio al cliente en mis años de vida.
No puedo entender cómo Optimum se permite tener personas para atender llamadas con tan baja o ninguna formación personal ni profesional. Para empezar este joven/señor que me atendió desde un principio que recibió mi llamada no se introdujo ni siquiera propiamente, no me ayudó con lo que necesitaba, tampoco estaba bien informado por lo que pude darme cuenta y aparte de subirme la voz en tres ocasiones, tenía una canción de reguetón super alta de fondo (como si estuviese respondiendo la llamada desde un lugar público o algo así) y tampoco tenía paciencia para esperar por mí en cuanto a datos debía yo de proveerle... como impaciente por tener que irse a donde lo estaban esperando... y para finalizar, después de estar con él en el teléfono por unos 20 minutos y haber sopotado sus malas maneras de hablar y su falta de respeto cuando se dirigía a mi, cuando me decidí a decirle que me parecía que su manera y su trato eran poco profesionales e irrespetuosas me colgó la llamada.
Creo que la compañía contrata lo peor de los dominicanos para trabajar con ellos porque no es la primera vez que me doy cuenta de este tipo de patrón de conducta en representantes de origen dominicano con los que he coincidido al llamar, aunque nunca nada cercano a lo sucedido con esta persona. Qué decepción y qué coraje te queda después de terminar tu día con este tipo de situaciones, que por más que la calidad de los servicios de la compañía sean buenos, esto es un punto que se va sumando a desanimarte y a no permanecer con ellos.

I have been a Cablevision / Optimum customer for almost 20 years. I have had my email address just as long. They upgraded the email years ago but always gave the option to keep "Classic Mail", which I did because the new email was awful. Now, they are shoving the "New" email down customer's throats without an option. It is not user friendly, especially to mobile device users using Apple products such as an iphone. I called to see if it was possible to keep the old email, and the response I received from one of their Customer Service representatives was "nope". No explanation, just "nope". I was told in time, an upgrade may come to be more compatible with Apple products, but until then Im stuck with it.

I switched to Optimum cable on Oct 14, it was OK 'til technician asked me to sign off the work when I saw installation charge. It's a surprise because Optimum never mentioned there would be installation charge when I ordered the service, I never received any notice(s) from Optimum prior to the installation about this charge. That's definitely a business fraud to charge customer without a notice!

On sunday october 15th I called optimum to asked what was happening with my cable box and internet because the service is failing, the customer service representative called “maddi” at first seemed very helpful but from nowhere had a horrible attitude and yelling at me out of nowhere, this shouldn’t be tolerated at all, im a loyal customer I love my service but this way to treat tour customers is unacceptable,

Any questions please don’t hesitate to email me

Natalia gil i
[protected]@gmail.com

Im a loyal customer iv recently had hardship which iam correcting i dont understand why my service has to be completey shut off without giving more time id like to close my account so i can do business with a company who wants to help their customers stay on track not pull them into debt thank you iv always brought my bill up to date and made payment i think there should be a little more understanding

We have 2 modems, multiple tv's, multiple phone lines all for a residence. With an entire household dependent on mass communication all reliant on a single provider, we should be able to get same day service for an outage. On 10/8 we called in loss of service and were unable to resolve anything with the tech on phone. After finding out we cannot get a site visit until the following day we are more than a little upset. Considering the amount of money your services cost, and the multiple platforms you represent in a single house hold this is unacceptable.

So, I first made contact with optimum on wednesday, 9/27/2017 as a new customer, picked my package and plan was to install the next. The tech showed up, on time but couldn't complete the job because he said he had the wrong equipment. I was told he will be back with the right tools. He never showed up! I called the next day, optimum apologized and said they will be sending somebody over and that they will be giving me an 'open window' from 10am-8pm! Guess what? No tech showed up. Called later on that evening to complain, they were apologetic, assured me my appointment will be the next day between 8-11am and because of what has already happened, my connection will be a priority, first thing. Ok, no problem. 10:30 the next day, no call, nothing. Called optimum and was told the tech will call me in about 2 minutes. Waited anothe hour and 30minutes, no call! Called optimum again and guess what I was told... That I had no appointment! Ha, the nerve! I must have been making all this appointment up as, yeah, I have nothing to do. Asked to speak with a manger edward/3299, he assured me he will help and get my appointment going to give him a few minutes. Well, few minutes turned into 20 minutes, got a missed call from him and also from the scheduling department stating the tech won't be coming over to do the connection again and that my appointment has been made for tuesday october 3rd between 2-5pm!
After all this running around around i've been given, should I still trust optimum? Apparently, optimum is very unaware that people work and arrangements have to made to have somebody around when they decide to or not show up for business. They were very unapologetic on saturday, 3 days after i'd been having 'no show' appointments from them!
I really don't know what to make of this gross disrespect of the people who 'keep' you in business, but one thing I know for sure, I will take my business to where i'm appreciated. Thankfully, this is not a monopoly!

I returned my equipment on 9-5-17 was told I would get a pro-rated bill for the 5 days service. Now to find out I must pay the full bill there is no pro-rated service, and that I should have disconnected the end of August not to have to pay the full bill. How can you bill me for something I cannot use. I go to Florida every September and have never had this problem. I usually get a Gift card for the overpaid amount. So this year I didn't want the card and was just going to pay for what I used within the month.This has to be against the law. I have already filed a claim with Consumer Affairs.

I have the triple Gold package with 7 tvs. Most of my channels come in like a jigsaw puzzle and I keep getting error 23. This has been like this for weeks. Saturday tech came out and said he fixed the issue but he never tested it. He left and it was worse than before. Missed football all weekend along with key programs same for week prior. I have been a customer 40 years and I will go to Verizon if not fixed with in the next 48 hours and I am credit for the month. I contacted Optimum after the tech left and I said I need someone back to fix the problem and I was told they are too busy. After complaining they said the dispatch will call me back in 15 minutes and that never happened. I need someone there after 6PM this week and fix this problem. The way they treat a customer is so poor especially someone that has been with them 40 years. I can be reached at [protected].