Optimum
Reviews and Complaints

Dear Sirs,

I terminated my service with Optimum, instead of only charging for the reasonable time to stop services, I was charged for the full time of the billing period. I refuse to pay for service I was not being provided with.

Flexible Agency Inc Acct # [protected]-1

Your company place the outstanding balance with Sunrise Credit Collection, Their Acct# [protected]. An agent for Sunrise accepted payment of $220.00 on 6/9/22 based on an agreement that this amount would be acceptable to settle this account in Full. I made sure the rep. repeated this prior to and after taking the payment from me! I am now being contacted by another collection agency for the $50.14 open balance. I believe that 1. Your practice of charging to the end of the billing period is UNJUST! and 2. your agent acted in bad faith after accepting partial payment knowing it would not be accepted as payment in full to settle this account!

I can be contacted at [protected]

Optimum online service has not worked correctly since VERIZON was in the neighborhood installing fiber. I have upgraded to higher speed and a tech was out but shortly after there were issues again. I have to keep resetting my home equipment in order to get online. Eventually this will damage the equipment if not already damaged.

Optimum mobile also does not work correctly dropped calls, when trying to reach IVR I cannot press the appropriate key IE press 1 for sale 2 for service ETC. I cannot call certain numbers as it goes direct to voicemail, I have to send a text message so my son can call me back since I cannot call him when I need to. Sometimes it goes through and sometimes direct to voicemail. This has nothing to do with my son's cell phone this is optimum mobile issue.

I paid for an upgraded speed for the home internet but its worst. A traceroute shows me that it reaches my router ok but as soon as the second hop comes along it times out every time. Pings show latency traceroutes timeout. This has been going on since I switched to optimum mobile and home internet since verizon dug up the neighborhood to install their fiber.

Had an issue with stability. Have reset my modem/router every day for the last two weeks. Playing a game with friends the ping randomly gets out of hand no reason or rhyme. Called tech support on the 11-7-22 a side note they just took over for Suddenlink recently. Had them for over a year. No complaints everything ran great. I’ve noticed that the upload dips to less than 1mb at times and it isn’t consistently causing an issue but when it does which has seemed to be more often now than ever it causes a whole slew of issues gaming or streaming or just looking random stuff up. When I called I talked to a CS rep that argued with me that stability isn’t the issue had me run 4 speed tests to prove her point assured me that it’s the games fault even though no one else in my group has had issues nearing this severity and they all have optimum as well and told me I need to spend more money for a faster speed and that would solve my problems. I know just enough about how networks work to know that 150mb is more than enough to facilitate my household. I also know that ping issues are 9out of ten times a stability problem and if you’re whole group isn’t having them then more than likely it’s faulty equipment or a stability issue with your isp. I asked how to acquire a new modem and she told me that I’d have to either go to an optimum store. The nearest store is not within a reasonable distance to replace a modem I’m renting from a company. The other option was to buy my own and due to a fixed income that is not possible either. I was less than pleased with the representatives attitude especially when she was more of a sales representative than tech support, and very argumentative. I personally would like to leave her name out because every one has their bad days hopefully this was just one for her. Regardless after some back and forth I decided that the company as a whole is in denial that hey can do any wrong. It’s irritating.

On June 27th I called Optimum Mobile to cancel my service as I was switch over to Sprint that day. I spoke to an agent and was informed my number was setup to be ported out to Sprint and my service would be cancelled. Sprint had problems obtaining the number from Optimum so I just accepted a new number from them. The next month I saw I received a monthly charge from Optimum. I called them and the representative told me I would be refunded and the account would be terminated. The following month after I was billed again. I called support and spoke to a woman who said she saw what the issue was and I would be refunded and I would not be charged any longer. Once again the following month I was charged again so this time I had American Express deny any future charges from Optimum. I continued to receive emails informing me I was being charged and was up to a balance of $82.00 for service I cancelled. Once again I called Optimum support but this time I was told that my account was not called because there is a balance. It's obvious there's was a balance on there because they kept charging me after cancelling. When trying to explain this to a few representatives I spoke to they simply did not care and told me there was nothing I could do but pay it because their system doesn't allow it. Now after almost 5 months they have "suspended" my account and the balance is being sent to collections! Since being told this I've called 3 times in the past week asking to speak to a supervisor. Each time I am being told someone will get back to me. I have still not received a call. In addition to this complaint I have also filed a report with the Federal Trade Commission. I'm not sure what other avenues I can pursue but I am willing to make the time to fight this egregious business practice.

I did an online new service for optimum fibre service 500 mb. The online form said fibre was available for my new home address in piscatway, the service was supposed to be put in the day after I closed on my house. When the installer came he came with a standard coax setup. When he checked the order he said I was correct and that they changed it to coax so I sent him packing but he said the fibre is available and the poll is right in my driveway, so I made numerous calls trying to get fibre and was greated by unknowledgeable that had no clue on how to get the fibre order through so yi had to settle for basic cable hookup while I tried for over a week to get the correct people to resolve the fibre install issue which turned out to be system entry codes issue. Once a knowledgeable person fixed that issue. They sent out a installer supposedly to install fibre, once again it was a regular installer who came out to insta; a freakin extender. I had to send him packing. Once again days to get a fibre install planned. Which was supposed to be today today november 1 2022 between the hours of 10 am and 8pm. Guess what no one showed and I got no curtesy call with an explanation, I wasted a whole day again 3 days of work I missed. I called and got passed around only to be hung up on 3 times. This is the most unprofessional staff of people I have ever dealt with. I worked in it for over 30 years.

A total disgrace with a lact of respect for the end users who pay for all of optimums salaries.

Nobody has offered compensation of any kind or expedited services

Being a democratic company you have taken my civil rights by not letting FIOS show the democratic debate. You have made up my mind. I'm voting republican. Also I would never switch to Optimum you have customers without service for 6 or 7 days with no service and there wasn't even a storm. I was going to switch to you but for what you charge, at least FIOS very rarely goes off.

I have attempted to cancel my service several times since October 1, 2022, because none of the services work correctly. After more than 15 years as a customer I have been treated horribly as well and have no longer need of your services. Your internet works half the time, the cable service changes me for premium channels that I cannot use, and the telephone modem was old and outdated. On October 1st we attempted one last time to use your services by purchasing On-Demand movie Top Gun: Maverick. Your system showed that we bought it but refused to provide the movie itself. Calling into your technical support was the only decent experience we have had, but unfortunately, even the technician could not assist us. No movie night at the Stepanian household. Monday October 3rd, I called to disconnect your services and thought we had done so until I received another billing in the mail on October 13th now charging me for the premium channel we couldn’t get still and changing for the on-demand movie plus another month of services. I called again today, October 24th and the two people I spoke to - after going through your automated voice system from hell for over 20 minutes – informed me that they could not disconnect my services either. You want money first. I am not going to pay you more than $307.00 plus one week for the services we agreed to, and you can send the bill in the mail. We will return you equipment to the Kingwood office since your technician did NOT come last Friday, October21, between 8am – 9am, as was also agreed upon to pick up the telephone modem and other equipment. We have been a faithful and loyal customer to Suddenlink since we moved to Kingwood over 15 years ago and am totally disgusted by how I have been treated. Please do not call, write, email or send any correspondence outside of the final bill. Suddenlink/Optimum is not welcome at our residence.

Thank you, Donna Stepanian

October 24, 2022

Michelle Ertle

2404 Cherry Street

Manasquan, New Jersey 08736

Mobile Number: [protected]

Home Number: [protected]

Pin: 1207

To whom it may concern:

I am writing your company to advise of our extreme displeasure with the handling of our account. We have been Optimum customers for well over 20 years and the experience that we had over this past weekend was nothing short of unprofessional and ridiculous.

It all began at 7:00 a.m. on Saturday morning, October 22, 2022, when our cable box read “brick mode”. I called your company and after being on the phone for approximately 2 ½ hours, was told a technician was going to come to our home between 11 and 2 on the same date. The technician arrived at 1:00 and immediately knew that our service had been disconnected. He contacted the office and advised to have same reactivated. He told us that our service would be reconnected anywhere between 10 minutes and three hours, which quite frankly is ridiculous, if you can turn it off by the click of a button, surely you should be able to reconnect it that quickly.

Upon arriving at home around 6p.m., we still had no service. Another three hours on the phone, three ticket numbers later, a hot move ticket, we again were told that the department needed to reconnect was gone for the day, and that it would be reconnected the following day and that the representative would call me at 10:00 am when he arrived at work. Thankfully he did call me, was on the phone with him and technical support for another 2 ½ hours, again to be told that we would have the service reconnected in 1 to 2 hours.

Upon that not happening, I again contacted your company, and for the first and only time, was advised that our request for disconnection on October 31, 2022, was received and because our billing cycle ended on October 21, 2022, our service was disconnected. Not one individual advised my husband when he contacted your company to request the disconnection due to our moving, was he advised of this. Surely, we would not want to be in our home for 10 days without cable. I then was advised that in order to reconnect the service, I would have to pay the sum of $361.59, which obviously we did, for 10 days of service.

Your company professes to be the best, yet clearly you are not.

We have been customers of this service for several years and within the last year and a half we noticed that several channels we subscribe to started going out for long periods of time. I reached out to customer service and sent several techniicians out to try to fix the problem without success. I then ask them to admit that they can't fix the problem and charge us accordingly. I was told that I could hold off paying the bill until they figure this out. on September 26 of this year, they cut off our service without notice. I think this is shameful.

On 3 October 2022 a technician showed up without the proper equipment to install cable and internet. We told him to leave, before anything was done. No equipment was installed and no service was initiated, nothing was done by them. On 11 October, we received a bill for $149. We contacted Optimum and was assured they would correct the bill to $0.00 by some rep named Justin. Then, on 17 October, we received a bill for $86. We tried to reach anyone to help fix the issue. We got the runaround and was hung up on several times. This is the worst company we've ever dealt with. We will not send them a single penny, since we have zero equipment from them, and no services were ever initiated, ever! I wish enough people would cancel their services and send them into bankruptcy where they belong, out of business.

I have been living my home since June 2022, and still cannot understand why is that my house is the only one that don't have service. The neighbors who moved in after I did have services, and the ones before I moved in have services. All I get is that they cannot do anything to provide service to me until December. Yeah, well I guess we'll see what happens there.

I have been having severe problems with my e-mail accounts. The display of my incoming e-mails are nearly impossible to access and when I do I cannot open them. The flash screen messages are either "An Error Has Occurred" and I have to cancel the session, or that I must "Wait for E-Mails to Finish Loading" with the "gear" rotating on the screen.

When I finally open an e-mail and try to trash it, I get a second identical e-mail at the bottom of the e-mail listing. When I finally achieve trashing both versions of that e-mail, a blank line appears at the bottom of my e-mail listing.

These problems have been going on for over a month. I finally called Optimum last week and the Tech help was useless. They could not understand the problem and were not able to solve it. I have been passed around your tech shop for days to no avail. This last representative (I use that term very loosely), did not even speak my language with any clarity. To add insult to injury, he tried to BS me with dumb reasons why I was having these problems. Your tech group are totally incompetent. Heretofore, I have been very satisfied with your company. No more.

Have someone who knows your software and who can understand the English language as spoke on Long Island contact me to resolve this problem,

Before I take it to Local and State authorities.

Thank you, Dr. RJ Porcelli.

No cable service most of time. Contacted service on Sept 3, 2022, no service on 2 channels, after reboot, cable out completely. Replaced box on Sept 6, 2022 at store, worked 3 days and quit. Called service on Sept 13, 2002 for tech sevice on Sept 16th. Tech could not repair, could not stableize ladder on pole. Advise me another tech with equipment would have to repair as issue was at the pole, someone would call me. NO call so on Sept 20, called and was advised it had not been scheduled for repair and Sept 23rd a tech would come back to home. He could not stablelize ladder either but he did replace box again and splitter.

He did manage to get a picture after much ado, but advised I still had a issue at the pole, a "range" issue and a truck with bucket would have to repair and most likely, 30 days away. The box quit working 15 minutes after he left. I called service and advised and was assured it would be addressed. I called on Sept 27 and was advised it was noted as "repaired" and DID reschedule tech for Oct 11, 2022. I have NO cable at "Big Box" and 3 to 4 channels at the "small box" that "comes and goes"

I called in as a new customer and was quoted for internet and cable I was supposed to be getting it for $80 a month that's what I was quoted by one of the representatives I got my bill my bill was three times the amount almost $300 and I called in to get it resolved no resolved issue and I got hung up on poor customer service disrespectful the technician was a poor job of installing and I would like to have something done about my bill and everything because if I was quoted one thing I can't be charged another it is 3:00 on Tuesday October 4th

Optimum tech lied about me missing appointment and the company is trying to charge me 80 dollars for missed appointment. THIS IS THE WORSE COMPANY I HAVER DELT WITH IN MY ENTIRE LIFE DO WALK AWAY FROM OPTIMUM, RUN AS FAST AS CAN.

THE TECH CALLED AND I WAS NOT HOME AND SAID I WILL BE HOME IN HALF HOUR, NEVER HEARD BACK FROM ANYONE AS USUAL THEN COMPANY TRYING TO CHARGE ME, BUNCH OF LIARS AND THEY BEEN TO MY HOUSE FOUR TIMES TO FIX MY CABLE, BECAUSE THEY DON'T KNOW HOW TO FIX THEIR OWN EQUIPMENT.

We are selling my deceased parents home that has Optimum. Called to cancel service as of closing date on home. I was told that I missed the bill cycle cutoff date by 1 day so I now have to pay for an entire month that no one is using service b/c they "don't prorate". I called several weeks ago to ask how to cancel service so that when I was ready, I would know what to do. They never mentioned to make sure I called by a certain date or I would be charged for an entire month. Service rep xferred me to billing to discuss further. Billing told me same thing. When I asked to speak to someone who I could discuss this further with, she put me on hold to "work on it" and never came back to the phone. This is not a "Karen" situation. This is just wrong to charge a customer for an entire month of service they are not using.

I would like to say that I have been a loyal Suddenlink customer for years. I loved the internet and have had no problem as I would have suspected the same for Optimum. On August 6, 2022, the technician called in sick for my move service. I rescheduled for August 13. The technician was there for maybe 10 minutes. He told me to call technical support, which I did multiple times, hours a day spent when finally I told them I just could not do this. I was supposed to get a phone call back and never did. I needed internet. I thought it was all handled. I go and turn my equipment in and ask if there is anything else they needed or I needed, they said no. I get an autodraft yesterday for billing from August 15 - October 15! I have not had the internet 1 day at my new house. I switched to T-Mobile August 20 after finally deciding that I just could not wait on another technician because I had no days off and would not be home. We needed the internet starting August 6. I am not 1 to complain and I never actually do, I let things go but I was frustrated from day 1 then to get charged and overdraft my billing account is just another story. I stayed on the phone for an hour today.

When I wanted to get rid of cable & just get 1 GIG internet.. They promised the moon insisted I could save money. I said NO., 3 times. Never got $100 visa card they promised.

They also promised internet plan has no Tax or Fees. they will be charging me $64.99 plus TAX. Complaining to customer service was useless. NEW CHARGE

$74.00 with tax.

I had Cable, internet, & phone until (Sept 13, 22} They are billing me $56.00 on

Oct. 7th. Did not get reimbursed for 3 weeks without full cable. they just reimbursed $20. NOT FAIR.

Please blacklist the old email address [protected]@optonline.net was used on March 6th, 2018 - we've tired for last several months to get account cancelled by Patreon. On June 23, Citibank initiated investigation. It was not handled properly. It will be reopened. I will also reach out to NY State Attorney General to ask for assistance to insure this email is not used again.

It has been used to create a fraudulent account on Patreon that has resulted in credit card fraude against my wife, Please reply to [protected]@gmail.com with confirmation that this email address is eliminated/locked down by your service.

thank you,

Scott Hennelly

Got charged for a month not having a service and have returned all of my equipment prior to new billing cycle. Dealing with optimum customer service is a waist of time and nonetheless none if customer service cares even supervisor very poor answer and not willing to help.

Not sure why is so difficult for someone fo fix a problem that they created.

Again I have canceled my service August 31 ,returned all the equipment at the optimum store ,confirmed with them and retention department that I'm all settled and got a bill 5 day later September 5 that I owe for September even that I have canceled service.Not mentioned here the fact that they did services on my account under someone else's name ,basically done changes with out my permission or knowledge.

It's a big company and is sad that is not able to resolve issues started by them .