Optimum

At 11:30 AM on Jan. 4th, 2023 I called customer service to cancel my subscription. The young lady who worked on the cancellation was very courteous and helpful. She then transferred me to her "supervisor" (unfortunately I did not get his name). He proceeded to tell me that I must keep my subscription until the end of the month. When I told him the young lady cancelled it as of today he started to talk over me and down to me. He would not listen to a word I said. I asked to speak to his supervisor and he said there was no one over him. I asked him if he had a boss someone he reported to. He said no. I asked if he owned Optimum. He said he had shares in the company therefore yes he is the owner. He said I didn't understand what he was saying and that if I didn't pay for this month I would be reported to a collection agency and my credit will be affected. You wonder why I'm leaving Optimum.

This weekend a received a text about owing the company $585 approximately, then she typed $299

Heres the the problem and suddenlink did this before when I only had them for one month they charged me for a month and 7 sevens until they could cut off service. No one came here phsyically and service was terminated on day they said it would be. Round 2 suddenlink became optimum and I went back to them I terminated services with them october 31, 2022.

Now when I spoke to a very ruin man who asked me why I was cancelling and he said, oh I see you are going to another company and you want to keep same number. He then said the phone number would be released in two days which it was. I was told that my services would be terminated october 31, 2022 and they were because I no longer had local channels and I use roku and tv antenna. So now you are trying to stick me with another bill. I paidthe last bill in october 2022 in full which was $155+. So I had two service goinng in october but your services defintely ended on the 31st of october. I asked again if someone needed to be home and was told yes. But again no one showedup. I asked about equipment and tech in the area that day said since covid they werent taking equipement back. (fyi me and household had covid) but bottom line I paid octoberbill, I was told service would be disconnected on a certain day and they were.

I initially had service with Suddenlink why was purchased by Optimum in 2022

Oct 15 2022 I had no service when I got up that morning. I reset the modem and waited a couple of hours still no service

I called Optimum and they ran tests and after 27 minutes on the phone said they showed there was no problem. They said they could send a technician but if they found it was a problem with my equipment I would be charged for a service call. I told them I would check further at my end and call back. I checked and found nothing

October 16 2022 I called Optimum back was told they would send a technician in 4 days.

October 18 approx The technician came out and said the problem was on their lines and their maintenance would have to check it. The next day I saw the maintenance man.

October 21 I still had no internet and had not heard back from Optimum so I called them the person I talked to told me there was no problem and could not

find any problems I told them who had been out. They said they would have to send a service tech. I just told them fine. Hung up and started looking for a new internet provider. I called them and cancelled the service oct 24 2022 the last bill I paid was on oct 12 that covered Oct 24 to Nov 23. the last time I had service was oct 15. In November they sent me a bill me for 11/24/22 thru 12/23/22. Nov 29 I called them as I had already paid them for over a month that I did not have service. I was transferred to 5 different people who all told me they could not help me I just needed to pay the bill.

Television, wi-fi, and telephone not working. I have a service call in for today December 31st, with a window from 10:00 am to 8 pm, it is after 8pm, and nobody showed up or had the common human decency to call to let me know if they cannot make it. My issue started with one television having only sound, and no video. I was told to go to their store to exchange the box for another box and I was talked into increasing our internet speed which now has compounded my problem to where I currently have no television wi-fi and phone service. In the event of a medical emergency I would not be able to contact anyone for help. I have never experienced such terrible service in my 71 years. Apparently Optimum personnel do not have the decency to confront their issues by letting the customer know if they can keep the appointment or not. In my opinion, this is one of the worst companies that I have encountered. I waited ALL DAY, canceling things that I needed to do, with the end result being nobody having the common human decency to let the customer know if they cannot make the appointment, in addition to not having television and phone privileges which optimum makes sure that they bill you for every month with in my opinion their outrageous charges.

I scheduled an appointment for a technician to come to my home in Fairlawn, NJ on 12/30/2022 from 11am-2pm - and they never showed. I was informed at 1:55pm on a voicemail from an Optimum customer service rep (not the technician) that it was stated on our account that I was not home. Not only was I home the entire day, I was sitting in the living room next to a bay window waiting for someone to show up. I immediately called optimum back and the woman I spoke with said that they would but in a “come back” request - when I called back again at 4pm - and spoke to a gentleman, he said he was unable to connect to dispatch and that he would have to reschedule the appointment. I do not understand why Technician # 1611- who was scheduled to come Never called, and if they did - never left a message or a number to call back or confirm an appointment. I have no voicemails from a Technician and no one ever showed up. I was waiting all day for this person, and they didn’t have the common curtesy to show up or even leave a message. I was informed that Tech # 16111 was scheduled to come out to my home to complete this scheduled service appointment and I am highly disappointed with the lack of communication and professionalism from this technician. I would like a response from headquarters with a resolution to this problem. I don’t know why someone would claim they showed up and never attempted at all - a blatant lie. If there is a fee with this service that I had to reschedule (and by the way my mother will have to follow through on because I have to go back to work Monday - that’s why I initially scheduled the appointment for today while I was home) I want that to be completely waved as I waited all day for someone to just be a no show. I am hoping this can be resolved by corporate. Thank you Janelle

Starting on Dec 22 I called because wire was sagging into the street, a teck came out and said that the wire was electric not cable. I called electric comp and they came and said the wires were defently cable. I called optimum and after spending almost 4 hours total , I was treationed yelled at treated like a fool because I,m old. One just told me that if i have safty problem call 911!.

Of course i wond,t call 911 what if someone really needed them. the police came later and we tried to pull the wires up but they fell again over night, some one else called police who came to get me to fix it, I explained and he helped me tie off the wire. Optimum treated me like old fool and did nothing but upset me. still not fixed not inportaint for them,

I have been scheduling an installation appointment for the past week, and every time it gets canceled for whatever reason. Customer services reps don't know about anything and keep on scheduling an appointment and the next day I need to be on another 30 minute phone call to try to figure out the issue, but it only ends up by scheduling yet another appointment which gets canceled once again the next day.

The sales team have no clue what they're talking about and I have nobody to talk to that can get this solved. I am without Internet for 2 weeks already!

During the ice storm last week all of my optimum services went down. I pay for the "Bundle Service"! So far optimum has been able to restore my TV and internet service, but I have now been without a phone for 5 days. I did call by cell phone and scheduled an apointment for a tachnician to come and make this repair, but no one ever came! I called again and was told that someone would be here that same day! As of today (Dec. 25) no one has come and I depend on my phone service to operate my Life Alert system for emergency services which is furnished to me by the VA. I am a 100 % disabled veteran, totally and permanently disabled, and I am home bound! It looks like no one at optimum cares if I live or die! I need my phone to work, but as of now, I don't even have a dial tone!

I cancelled my internet service in Connecticut because of a move to Arizona. My final bill showed a credit due me. They refuse to pay it. I've written two letters and spoke to a customer service rep who assured me I would get a check in 5-7 business days from that point. I have not received the check and it has been 17 business days. Very unscrupulous company.

I have this service over a year now and although it was never working properly in the beginning I had no time to call but for the past 7-8 months its getting very annoying that I am paying for service but not getting service so we called many times and they kept prompting us to reboot the router and by doing that it would temporarily give us that service back and then 2-3 day it would do the same so about two weeks ago they have sent technicians to replace a router so they did and tech added 2 small boxes to make it work even better. So, at that point service started working at amazing speed and everyone was happy about it but not for to long because Ater 3-4 days it went back from super speed to no speed and again OfCourse the same problem rebooting and slowing down. We are paying for fast internet since the day one we have made a call today and complained again but the service rep. Mr. Wille advised us to go and buy our own router Motorola or any other brand and it would be better, so I got very upset that I am paying for optimum services but this person is advertising someone Elses product and I thought it was very unprofessional and escalated the call, but for my disappointment service manager Mr. Moaaz id#wft tried to convince me that it was misunderstanding. Then he gave me a day Monday which is 4 days of wait, again (the first time I waited a week and prior to that they gave me a runaround of months and months of wait0 so I asked him to give me a month of credit as a courtesy for my lost time and payments I have made so far and he said no. I just think its fair to give me my money back since I'm not getting nowhere with my service I'm constantly on the phone with them paying for service that I'm not getting back... And now I have to take of o work, again because they are not fixing the problem the right way...

My name is Raynard Dunn, I live in a senior citizen's building at 777 Coop City Blvd. Bronx, NYC.

I have been enrolled in a senior program that Optimums provided. The program is $14. a month for WIFI in which I qualified. I had to send in a Medicaid an Medicare cards as proof.

I was receiving a bill in the beginning of $14.then the bills stopped being mail to my address! I would have travel to the office at 174st. in the Bronx to pay a bill that is excessive! It seems that I'am being double billed.

Optimum is not the same provider it was years ago. They say that it is a pass balance, which is not true.

The 174st. office really needs better management people are leave an complaining about the service...

I moved to Bullhead City, AZ 3 months ago and signed up with Optimum for residential home fiber internet. The previous tenant in this home had it, and they recommended it.

Since the day it was installed, I've had nothing but issues. In 3 months', I've been on the phone to their customer service at least 2 - 3, sometimes 4 times a day to complain about my internet service that has gone down. I have had 7 technicians visit my home to check service. I've had 8 different routers. I've driven to the local Optimum store to swap out equipment as many as 4 times within a 24-hour period.

I've heard different reasons each time that my service has had an issue. The techs said my inside wiring was at fault. But yet, connecting their router to their equipment where it enters my home, still had the same issues. Changing the endpoint inside the home, also did not make any difference.

After asking over 15 times with customer service to speak with a supervisor, I finally said I would not hang up the phone until I spoke with a manager. They promised to correct the situation - with another tech visit to my home. I can almost guarantee you that nothing will change.

I am going to look for others in my area and continue to tell everyone about the inadequate product and service they promise to provide.

I have had a horrible experience with optimum. Every month my bill is wrong and to fix it I call and get someone different every time. I get told different information. I get told the call or calls I've previously made do not exist. I've had my bill verbally fixed several times and the physical bill never reflects what I'm supposed to be paying. I cannot get any satisfaction out of talking to your customer service because my billing information is never properly updated. I need help! I cannot continue to spend hours dealing with the same problem every single billing cycle.

Hi This is Mohamed Anisur Rahman. I had a Optimum service at 4 Lewis Hollow Road, Mendham, IP phone no [protected], NJ. I sold my house and wanted disconnection / porting of my internet service. I went to the Optimum cutomer center at Route 10 Randolph. They looked into the new place that I am moving (465 Meadow Road #12107, Princeto, NJ 08540) they informed me they can not port my service as optimum has no service at that area. For disconnection of service they told me to bring the router and other tools that were provided by Optimum. They receive it on the 8th Of Aug. 2022 and they told me the service will be disconnected as the router has been returned.

But unfortunately, they billed me up to 5th of September 2022. They charged for no of days for which they did not provide service. I made several calls to customer service for retuning the money charged for services they did not provide, but until now I did not receive any money back.

Under the circumstances, I request again to pay me back the charges for which they did not provide service.

I currently use phone and Internet service with optimum. I am a business owner and I'm moving locations February 1, the current date is December 8. I called two weeks ago stating I was going to switch service February one but needed a representative to come out to the new location as it is being remodeled and we need to know where to lay cable. The sheet rock is going up and this is the time to do it. We scheduled a time for a representative to come out today, December 8 however nobody showed. My phone service went out five days ago to my business, this is causing lost business and great issues in other areas. The representative came out to my business yesterday and basically said he cannot figure out what the problem is. This is also after approximately three hours on the phone with optimum, then attempting to fix it remotely resulting in failure. I am at a loss as to what to do, this is causing my business loss. To make matters worse, they already opened a new account for my new location and plan to completely deactivate my current location. I have received multiple instructions from different people all resulting in failure.

I am needing Internet service to work from home. I applied for service online. Next day I got email stating service is not available in my area. My neighbor was told the same, but someone at Optimum figured out it is indeed available and she had it set up just a couple months ago. She is literally across my street. I emailed rep again And informed him of this. I received the same standard reply. Not available. This makes no sense. What do I need to do to have someone figure out how to fix this. This is not a new home. It is in a subdivision in town. Help.

This Customer Service agent name Ashley S. took my information to order Optimum mobile, she did not verify any information. My phone was sent to Baytown, Texas, I do not live in Baytown Texas, I explain to Ashley S. that I have Optimum Internet service, I also told Ashley S. I live in Bryan Texas. The phone was still sent to the wrong address. I spoke to 4 Different agents at Optimum mobile Sam, Kyle, Veronica and Christina and no one help me I need my refund for $34.88

Hello, I thought the acp program was to help reduce low income customers bills... Unfortunately that didn't happen to my bill... 9/8/21 bill amount before acp $143.60. Now 9/8/22 $154.77.? So, without acp my bill would be $184.77? Don't get it. Vincent randazzo...Acct# [protected].. Thanks.

Optimum insists that we pay for services in advance. Our billing cycle ends on December 10. Today, December 1st, we ended our services with Optimum and they will not give us our money back from the 2nd to the 10th, which is roughly $50 they are keeping.

They also insist we give them their equipment via mailing or going to the store. They are not paying for postage and the closest store is over 70 miles. Again, several hours of our time and/or money for them.

We believe this is an unfair practice and question if this is legal or not.

No internet services for three months for which I paid for a service that I did not receive. previously my internet services was out for more then three weeks early in the year. most recently my internet has been out for now more then three months off and on. I stayed in my house a full day waiting on one of your worker to fix my service. who arrived 3 hours late. I am requesting for a full refund as I was told by one of your customer service worker. I have not had internet services. The problem has been with the service lines. And the works should have know that. I lost very valuable time from work and vocation because of your workers not fixing the problem correctly. I am now asking for a full refund of my money that was deducted from my account by optimum. I no longer want your service. I have returned the cable box back to your store. Please give me my monies back. Thank you.

Jerry Johnson

588 Hegeman Avenue

Brooklyn, NY 11207

[protected]