Optimum
reviews and complaints

I have trying to reaching customer of optimum which is the only service in this community, I am trying to remove my phone service since from starting of the year 2019 reaching the customer care, But I have been promised over the phone call by customer care, This is the names I giving here from customer details 1. Joffrey, 2. Richie operator ID : IAJ and few more promised the same and until now I am seeing in my account that I have been charged USD 20 for each month I dont have a phone itself. If I reach the customer care I am being made to spend more than 2 to 3 hrs as wait time in the call and no action is being taken from Optimum end.

Scam scam scam! They signed me up for phone service that I never knew about or had installed and refused to connect me to a manager when I noticed it on my bill. They increased my bill and when I called to cancel my service on a recorded line the guy told me I would only be charged for the internet I was keeping it I set up automatic payment I would get a discount . Well they charged me for the service I cancelled without my consent. When I asked to speak with a manager the woman put me on hold 8 times with excuses why they wouldn't talk to me and I asked for the managers name and she said it's against policy to give the last name. She promised I would receive a call and no one called me back. They stated I had to wait for a credit on my next bill and would not refund me for my cancelled service. This company is fraudulent and I will do everything in my power to review them on every site I can find. Shame on you optimum for scamming your customers and committing fraud repeatedly.

Returne equipment to freehold office (CRC KJV) as we moved and had new installation provided. Took him 30 min to scan 3 peices of equipment! On Wed 11/6 we were disconnected and cust serv gave a myriad of reasons-we owe money, area outages but a WO would be submitted and be back ibn serv in 30 minutes. ALL LIES. The CRC disconnected the WRONG service - he cancelled the new installation, added devices etc-a nightmare as cust service number (India) read fro a script, told me to pay my $160 bill ( WE ACTUALLY HAD A $52 CREDIT)- a mess. Cable went on Wed, Phone disconnected Thurs and wifi on Friday- Finally tech arrived Sat and ahd to reinstall all new devices due to CRC incompetence. He was in disbelief as to thye events and suggested I request refund for all the aggravation and loss of service. A Grand Total of
$20 is being credited to oue acct - as we seek another provider Training and Cust Service is a disgrace abd Optimum should be embarassed at these events

Account — [protected] Antonio Centeri
Date of incident — on going
I am right now irritated that my bill is 16.00 more and there was no notification... for the last few months I have called with problems with my service and also been lied to by your customer service team in regards to program for the free "amazon gift card"...

it seems when you are an existing customer optimum there are no incentives to make us stay so in turn you raise our bill...

Also, I was promised a credit for testing, repairs or what ever you were doing... that never happened... that was I believe August/September

there were several times during the summer I could not get online to my work and I missed a few baseball games because I had no connection... but what I got when I called is an attitude and lies from customer service... I work 50/60 hours a week and do not need this... I want to believe that you understand and have empathy for your customers...

I want to thank the few people that were honest and helped but on a whole you need to get rid of the generic answer and provide real customer service

I want and explanation on my bill and where are my credits

I was billed for an installation fee and one month of advance service which was never delivered. I requested a refund and was told that I would be receiving it no later than Wednesday the 6th. The 6th passed and no refund and can't get clear information about what's holding my refund, I have been given contradictory information by their representative.

Made an appt. for service to assist in installing a 85" TV. Gave me a window of 12 PM -5PM. When all of my PC Richards installers were there waiting, the cable guy was a no show. He called and said he was running late and it would have to be done on another day. Had to have my installers return days later after the cable guy took 5 minutes to hook up the cable. I was charged $80.00 for the cable guy which was supposed to be waived, I had to call customer service for the 5th time and literally spent hours on hold and in their automated system. Finally, after many days and many phone calls they were going to issue the credit, but they couldn't just issue the $80.00 credit in a simple credit, it had to be done over three months time, with $20.00 then $30.00 and then another $30.00. This means I have to track these credits for three months and call again when something else is screwed up due to their convoluted billing practices. Would drop them in a heartbeat, but my area not wired for fiber optics, so stuck with Cablevision. Been with them for over 40 years and at $2400.00 per yr... that's $96, 000.00 besides lost interest over that time and I had to fight like Hell to receive a credit for $80.00! The WORST customer service in America!

I was contacted by an optimum customer service rep after I stopped using their services but I couldn't call because I was rushed to the hospital which I was on admission for 5 days.
When the customer service rep called I told her I'm no more using the services and therefore she can disconnect me. Mind you I bought all the equipment by myself. She did not cancel my service till October where I was contacted by a debt collector that optimum said I owe them. I ended up paying the amount which is a hundred and 5 dollars and some change.
But I still feel that it is unfair for me to spy that amount.
The customer service rep failed to do her job as she stated.
I need help.

Optimum's WiFi sucks. I can be home all day within 5 feet of the modem and router and I have to connect to the WiFi a minimum of ten times. I can be on a website on my phone or tablet and the WiFi will disconnect for no apparent reason. Considering how much we pay for internet, this is completely unacceptable. Optimum needs to work on this and correct the issue or they could lose a lot of customers to their competitors.

We have had a cable line broken hanging and lying across the street for two days now we have contacted optimum numerous times and they have yet to come and rectify the situation. We live in a cul-de-sac so everyone coming in and leaving the neighborhood must drive over and around the wires. The tree that took the wire down has been since removed and cleaned up so I see no reason why optimum cannot get here to fix the situation considering it is so hazardous

Account number: [protected] 5908 Tyndall ave Bronx NY 10471. The worst thing that happened in my life is the Optimum service. On October 27, 2019, my Internet disappeared at home. My technical support calls haven't changed anything. On November 1, I changed the modem, but my attempts to get the Internet working together with the technical support service did not change anything. I was scheduled to visit a technical specialist on November 2, 2019 from 11 a.m. to 2 a.m. Despite my constant calls and requests, the specialist never arrived! At the same time, no one called back or warned, did not apologize. In what country of the world is this possible ? Moreover, I made two attempts to reach the technical support service (each time I waited an hour), but in the end I could not get through! In the end, I got spoiled for the weekend and I'm still without internet! I hate you! I'm a foreign diplomat and I haven't met such horror, I'll be telling everywhere what "great" service in the USA ! I have no words! You are the worst in my life !

I spoke to a customer representative few mos ago about downgrading my service. One offered me a better plan with the amount I can afford on monthly basis. The amount we agreed was not followed. I ended up paying more. Worse they set me up on ebill or online payment. Last Oct 21, I made a payment of $104 and a change. They took 2 payments from my bank. I called them and ask for refund. One guy told me I've to wait 2-3 days. 3rd day came and I didn't get the money. I called and spoke to another agent. He said 7-10 days. Did not mention business days. It's now Nov 1 which should be the 10th day. I called again and someone said the money will be in my bank on nov 7. It's more than 10 days since the time they took 2 payments. My account is overdrawn. For me this is a hideous thing they do to customers. I'm disgusted!There has been no offer whatsoever to make up the mistakes they've done. So disappointed with the service. My next plan is to hire a lawyer to fix the issue. They should stop this nonsense of having the customer wait that long to refund the money.

Rude CSR I told him I was disabled homebound and couldn't make it to an optimum store he told me his Dad is disabled stills drive that's not an excuse his dad does not have feet or hands. I asked to speak to supervisor he dies not know what my disability is and that was very unprofessional. I repeatly asked for supervisor he kept putting me on hold issue I called about never rectified

Good Morning,

I am writing this complaint as I've had issues with my service for a while now which have not been resolved. The latest issue began on the night of 10/25 when my internet/WiFi stopped working. I found out in the morning that multiple neighbors (at least 4 that I know of) we're experiencing the same issue. We each called optimum to explain what was happening and received different answers from different representatives. Some were told this is an outage and others were told it is not an outage until more people call to report it, even though at least 4 of us called in but they had no record of it. I spoke with a representative named Jason who told me it was not labeled an outage in the system. He told me he could give me an apt same day but the window would be 10 am to 8 pm. I agreed to make the appt and while he was making the appt he realized no one was available until the next day. At this point I asked to speak with his supervisor. He said sure she isn't far so it won't be a long wait. He came back to the phone and said the supervisor told him to escalate it to an outage and someone would come to fix it that day. I asked to speak with her directly to confirm everything and he told me she was not available (even though he just spoke with her) I then said it's not a problem I will wait until she is, to which he proceeded to say "no she will not come to this line" and refused to give any further explanation other than continuing to say "she is not available." Is this common practice that a supervisor can just blatantly refuse to speak with a customer? We ended the call with him telling me that it is being escalated to an outage and the employees from the field will contact me within 2 hours. No one contacted me. About 5 hours later I receive a call from Jason again saying that I will actually have to be home when they come even though he originally told me that since it is an outage I will not have to be home. He did not give me any explanation as to why they need access to my house when multiple people are experiencing the same issue. As soon as I hung up with him, I told my neighbor and she called to say they can come because she will be home and is experiencing the same problem. However, they told her no one is available to come and did not give her any explanation why someone was available to come to my unit but not hers. At this point, it has been 2 days and the issue is yet to be resolved.

When I try to use this joke of a WiFi it freezes constantly, so I end up just getting nothing done. It is so frustrating to use their WiFi because it doesn't even work. Optimum has a complete monopoly over the area I live in and it's pathetic because they just give us crappy products and service because they know they can get away with it. What a joke. I bet anybody with basic knowledge of electricity and how WiFi works can build a product a million times better than this piece of junk. And they charge us an absurd amount of money for something that is just a piece of metal that is supposed to give a WiFi signal. What a joke for a company.

I have had nothing but issues with Optimum since I signed up. This is the second time the company has sent a technician who caused the problem I later had to have them come out to fix. My internet service wasn't working so I called the customer service number. They sent out a technician who replaced our modems. When he did this, he somehow managed to put a staple through the cable so our service continued to be slow and spotty. We called in again, and they said they would send someone out, never mentioning a charge. The technician came, he told us the previous tech put a staple through the cable, he repaired it, and now we are being charged $80 for the service call. I paid for service I didn't receive because of an error made by their technician, and now i'm being charged to have someone come to fix a problem caused by their technician. It's insane.

I called in a report for no internet/TV and phone service. The tech came out and confirmed it is a line problem and a special team will have to address the situation. I'm now billed $80 for a Service Call Fee, when no one came into my home and the problem is still an ongoing problem in the neighborhood. I contacted customer service several times, which seems be in in another country and they're unable to process a refund and is just telling me a lot of nonsense that is not making any sense.

I subscribed Optimum Internet service (200Mps) with my own cable modem, per Optimum promotion in 2018, I wa qualified to receive a Smart Router for FREE.
In Oct'19, I terminated the service due to moving out Optimum service area and paid off my bills.
Recently, I noticed that there is a final bill of $80.00. I accessed my Optimum account online and tried to find my final statement, however, I have no longer had any access to billing statement nor online chat. Tried to call the phone numbers listed the site (NJ local phone # or other 800 numbers) to find out why I am charged for $80.00, however, I could not reach any live support to explain the final bill. The only option is to pay the bill either by credit card or check.
Then, I went to GetHuman web site and find a Optimum customer service phone number and followed the steps learned from GetHuman and reached Optimum Support.
The exchange with Optimum customer support (name: Darlin, Employee ID: MJU) further frustrated me:
(1) He initially told me that, the reason I was charged $80.00 is due to the reason that I did not return the modem I rented. However, I told him that I did not rent the modem; then, after few seconds,
(2)he said that, he noticed that I did not rent the modem, and that's why they did not charge me for the Smart Wifi Router. Now, since I did not return the router, I am charged for the router;
(3) I explained to him that, the modem and router are two complete independent issue. The reason I got router is because I signed up for the 200 Mbps internet service, the Optimum promotion clearly stated that, if service is above 200Mbps, Optimum is giving a smart Router for FREE. If that is not "free" I would have returned it rather than left it at the property I moved out.
(4) However, the support argued that, even the router is giving for free, I still need to return when terminating the service. I asked where this is stated in the Optimum document, he could not present anywhere I can look up.
(5) I again told him that, per Optimum promotion, it was clearly stated, the router is giving for FREE, that's why I left it in NJ property. If the Optimum promotion specify it was giving customer "FREE TO USE", I would have already returned it when moving out.
(6) Since I was frustrated for his continuously arguing with different reasons. Then, I requested to transfer me to his supervisor, but he refused to transfer me to his supervisor.
(7) At the end, he said I don't need to pay the final bill if I don't want to, they will just sent it to the collection agency. I told him that, he is threatening me, I never said I don't want to pay the bill, I want to dispute the bill, which is totally different from not paying bill. The support just said I don't want to pay the bill.

I kept on asking to talk to his supervisor, but he kept on refusing, saying that I want to complaint to his supervisor about him.

I have been working for telecom service provider through my professional career, I have never seen a customer support person treating customer issues with various execuse and even threatening customer with potential damage to customer's credit, when the customer has questions on final bill and want to find out the reason.

The call was made on 10/24/2019 around 10:30AM EST.