Optimum

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 .

On Sunday 9/11/22 through Wednesday 9/14/22, we coild not connect to our emails. Called optimum to find out cause. They were unable to let us know what was causing this. (We still had internet service.) We brought our laptop to our computer specialist see if it was a problem on our end and was told the problem was with optimum. (we had to pay $69 for this service call. ) Called optimum numerous times regarding this concern and finally a representative stated there was an "outage".

Because it was a problem on your end, will we be able to receive a deduction on our next month cable bill? Needless to say, we are disapointed that it took all this time to repair it. Hopefully, this problem has been resolved.

I initially visited optimum office was told that for + $10 us/month I will get

a faster internet modem >all I had to do call cs >On calling cs the tech was very polite try to help but couldn’t get the VoIP to work. I ask him to provision me back on the old modem since by keeping the new modem I will have no land line and I scheduled an appointment for a tech come in. That was today = no show 9 12

I called cs and ask to speak w a supervisor > I was told that they have to call\me back. They did and as the original agents stated they couldn’t give me and update or status or get a story. Basically, polite with no resolution . Two hours later and = No show and I looked on line and the appointment are still on

Meanwhile my wife stayed hostage at the home> She certainly is upset since she was prevented from going out in that time frame The appointment supposed to be 2-6 The agent whatever his name is told me that now was changed to theWhole day “ without notifying be e mail text phone Again No show > guess my time and my wifes is not worth a dime to optimum

Moving day, simply moving service from one address to another, ha ha, yeah right as simple as digesting concrete. Waited from 2 for installation tech to arrive by 5. At about 4 I get a call the tech will arrive shortly. He shows up at 5:40. He tells me he can only install the new service by running a cable across the front of my house and drill a hole in the center of the house to put the cable through, mind you there is an existing cable already in place, so even if a new cable is needed, I don't see why it just can't be run through the same hole (the supervisor didn't see why either, more about the supervisor later), or the tech gave me the option of paying an electrician to run the new cable the way it was already run. So out of the frustration, I told him to just run it across the front. So now the tech starts his job, 3 minutes later he tells me he can't do the installation at all because his ladder is too short and a bucket truck will be needed and I will be contacted for a new appointment in 2 or 3 or more days. So I call customer service to get this mess resolved, the first person had to refer me to her supervisor (the one from before) he said he couldn't understand why my installation couldn't have been done, he was going to make some inquiries and call me back, so I waited, and waited, then waited some more. Over 2 hours go by, so I called customer service yet again,and again I go through the whole story for the 3rd time, this person sends me to something called escalation team. Now I tell the story a 4th time, again I get the I don't know why this happened and I'll get you a new appointment, my reply was tomorrow after 12, he claimed they had nothing tomorrow maybe Wednesday or Thursday, now I'm irate (who wouldn't be) and I'm getting the "I know how you feel, I'm a consumer too" routine from someone that gets cable for free and can get an installation anytime they want. Now this one is going to call me back as soon as he gets an appointment scheduled for me (not holding my breath). Now it's after 10 when I get a call from Mr appointment maker telling me that he can't get ahold of anyone to confirm an appointment. At this point I ask him to transfer me to whoever he answers to... The response: they don't take calls, well just what do they do if they don't take calls to resolve a problem their subordinates are unable to? So I completely wasted 9 hours of my time and no one can do anything to resolve the situation they caused.

My internet is down completely because the fiber was disconnected. I called Optimum last week and had an appointment scheduled for Thursday between 5-8 pm. No body ever showed up and they claimed I was not at home. I was at home the entire time nobody ever came. I called in to explain and after speaking to a supervisor I was promised a technician on Monday 9/5 between 5-8 PM. The supervisor assured me they show up and added an escalation to the appointment. Again nobody showed up and they again claimed I wasn’t home. I was home the entire time waiting for the technician. Both times no technician ever showed up and they charged me $80 for a missed appointment. How can I get a technician to actually show up. Internet has been down for over a week.

On 9/3.2022 after deciding by company, they need to install new updated cable line. The three men crew came and installed new line from pole to home. They were instructed to have all cable working. They told the Hinson family it would reboot itself and come on. The phone and cable will not work. This was called in on 9/3/2022 about this issue, The company told them it would be six weeks before they could come back. This family is in their 90s , They need their phone all the time. Do we need to call the better business bureau or Attorney general office to get help. we need help now. 252/637/9762

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I've attempted to register my ACP acceptance with the company, first I got an email informing me I am not eligible because I have another account with the service which I'm receiving the benefit , ( untrue) when I attempted to call and straighten out the error I'm put on perpetual hold a messege telling me my wait time is 3 hours 51 minutes. keeps replaying while it blast loud music in my ear. i also spoke with a rep who informed me of at least one phone number not my own.

I changed my mind about Optimum's service because of the echo that is heard when talking on phones. I req'd to return the 2 phones, but Optimum unable to generate a RMA and shipping label. Supposedly, they were experiencing system problems. and unable to generate a return label and RMA, so the Escalations department issued a ticket number [protected], still not resolved. This whole process started 8/6/2022.

I had new service installed in December 2021. I was supposed to receive a $300 gift card for getting the service. I have been calling since March 2022 and I still have not received my gift card. I was told it would be directed to the expediated department and they would call me. I have never received anything nor a phone call to tell me when it would be mailed.

On August 4th 2022 I called optimum customer service number [protected] & upgraded my services from 300 mbps to 1gb. I was told my ACP credit would apply to my upgrade. I received the bill today and was told my ACP credit has been removed from my account that I have to reapply and wait the 3 months all over again. Also that the ACP credit is not available for 1 fb so I must downgrade.

Optimum has consistently OVER BILLED our Veterans Group. in NJ. We have called 18 times...18...The customer service pretends to drop call (we are on a landline !) Or they hang up directly. Be aware the call centers DO block calls at corp. request, If there are over billing errors. BE AWARE DO NOT USE AUTOPAY...They WILL OVER BILL YOU.

Back in jan. they told us they would correct. They did for one moth, Then BACK TO OVERBILLING...They are counting on you not to notice.

I have been lied to by your customer service . I purchased a cell phone and started service less than a year ago. My new Samsung started messing up, I tried calling the local store, which has no number listing anywhere! So I was directed to several agents in Jamaica who just sit there reading a screen and are of no help whatsoever. Finally, on the third call to customer service, she tells me, "my phone is under warranty, and if I take it to the Optimum store, they will exchange it? I have to ride 10 miles just to this store, only to be insulted by poor customer service telling me they are not going to help. Thew wont try to fix it, they wont exchange it, and they wont let Me upgrade to a better one. Both agents in the store are then getting an attitude towards me. So I asked to speak with a supervisor. They tell me then that there is no supervisor at this large Suddenlink/Optimum store? They give me her number and ask me to leave. It felt like I was dealing with a cheap cell phone store that expects complaints. I also have internet and cable, which I will be closing out. This is a very poor way to do business!

I recently moved to an apartment in Clifton, NJ and in the last 4 months I’ve had , by far, THE worst service ever! My Internet goes out every single day so I have to reboot it, my TV goes out at least once a month and I never get reimbursed for the time that I don’t have television or Internet. Now my service is been out for a week and I was told that today They were coming to fix the problem by 8 PM and they called me at 7:40 PM to cancel the appointment and told me the next available appointment would be on a Sunday. Today is Monday so they are expecting me to wait another week to have my service is restored since my area is a monopoly dedicated to my area I am being given no help and there’s no other option for me to be stuck with this service unless I decide to move. This should not be my alternative to getting good Internet and television service.

In August of 2022 I moved into my new apartment. I signed up for Suddenlink/optimum internet. I was promised a gift card of $250 for signing up and would receive the email for confirmation within 48 hours. I have not gotten on email or bill since signing up. I have had nothing. It issues with my services and is constantly not working. I reached out to customer service and they told me I did not qualify for the promotion and would not review it. I responded with that is funny because I did when I signed up. Which was one of my motives to using them. They have come up with every excuse to why I don’t qualify. I highly recommend DO NOT abuse this company. They falsely advertise to get clients then make lame excuses why you don’t qualify. The service itself is awful and not worth $80 a month.

I was without internet for most of the month of May 2022. It took 3-4 weeks to have a temporary line installed. That temporary line has still not been buried and is strung across the street and two sidewalks. I have called multiple times to have a ticket made for the line to be buried. Someone shows up and says they cannot do it and the will create a ticket and it should take 10-14 days for someone to come install and bury the line. Unable to have a supervisor contact me also. This has happened 4-5 times over the past couple months. Jason Roland [protected]

Optimum has posted that effective July 12, 2022 new Internet Customers would receive Upload speed service at rates less than previously provided. It also published that for existing customers - unless they change service plans - they would be "grandfathered" and receive the upload rates previously advertised.

I have a 200 Mbpsdownload service and in the past experience upload rates significantly above the 35 MBS that was the account criteria

During recent usage I realized that my upload speed was seriously reduced. I am experiencing upload of ~ 10 Mbps

I have had 200 Mbps service for some time and I have not changed anything.