Optimum
reviews and complaints

I had a cable box that was not working. I called Optimum customer service. They did an online troubleshooting session and decided the box was defective. They said they would send me a new box and give me a credit for the time I went without a functioning cable box, which was a week and a half. It took about 8 business days with a weekend in middle, before I received the new cable box. Once I received the new cable box, I returned the defective one, with the label Optimum provided. Two weeks later, I received my bill. To my surprise, Optimum had not given me a credit for the time I went without a functioning cable box. Instead, they charged me for having an extra box. I have three cable boxes, and they charged me for having four. Now, it's a month later and they charged me again for having four cable boxes when I only have three. Last week there was a power outage during the workday. I called they said they were aware of it and that I would receive a credit for that day. That never happened. I called Optimum customer service to try and resolve these issues. Instead of resolving them, they added another one. They said they could not do anything about the charge for the extra box, because their computer system automatically makes the charges and that there was nothing they could do. This made absolutely no sense to me. Humans program computers, therefore I am sure that if they wanted to there is something that could be done, besides charging your customers fees for services or products they do not have.

Now if this wasn't enough drama, there's more. In the customer service reps. explanation of why my bill was so high, he said that I had a yearlong promotion that expired on March 1. However, they added another promotion automatically to replace that promotion. With the new promotion, my bill will be $20 more. In my mind, is this really a promotion or did you just lie to me? The whole point of the promotions is to decrease your bill not increase it. All this was done without informing me of the changes, and I can't afford a $20 increase on my internet bill. It is very high already. Then I told the customer service rep. that I could not afford this. I told him that I had done some research and that 10 or so internet providers in Brooklyn fees were lower than Optimum's. I told him if they couldn't reduce my bill, I would have to switch to Spectrum which is much cheaper and has the same speeds as Optimum. He hung up. I don't want to deal with Optimum customer service. I have had many instances in the past where they have dropped the ball. Also, internet service this year has not been stellar. There have been many days where the internet was so slow that I used my phone as a mobile hotspot. There have been many days where internet service was spotty, on for an hour off for an hour on for hour off for an hour. So, the idea that they are going to increase my bill by $20 when the service I have received in the last year has not been great just astonishes me.

Horrible customer service! Screwed up my service and then telling me they are going to suspend it? Never late paying a bill!

Like a normal customer, I called into customer service to see if I were able to lower my bill. Customer service looks at my account and told me that I have the best offer. I then went on to compare the offer they are offering new customers.

I understand that those are for new customers, I was trying to look for something comparable. Instead of assisting me, the customer service rep started lecturing me. That's when I stopped him and told him, I am calling for help and not for a lecture. But instead of understanding that his job is to assist customers, he went on to calling me greedy. I think it is normal for customers to look for deals?!?

I ask for my account to be closed, and instead of directing my call to the correct department to assist me in that matter, he hung up on my phone call.

Fios, here I come =)

I would give zero stars if I could! If you are looking to sign up with optimum, do not! They scam people by sending out an old modem and once the customers complain, then they send a new box. I only found this out because when the tech came with the new box, he said he does this alllll day long! Just replaces the old boxes they set new customers up with. I just called because my internet (including the 5g) has been going in and out - as a result, it's affecting my job, and not to mention it's eating my cell data up. So I called customer service... As a matter of fact i'm still on with them. The guy has been useless, rude and really he can't give two [censored]s. I've been on with this guy for the last hour. I was told in the beginning to give him a second to review the account - which I did - but then when I asked where he was, he did not respond, yet, I could hear him typing and breathing. I let him know that they may or may not record their calls but I do since I have my work phone app on the phone - how convenient for me! So I let him know i'd be sharing this on social media & hung up. He gets back on the phone to tell me that we got disconnected - I let him know that no... I hung up b/c I don't like to be ignored for 15 minutes and 33 seconds! He again took time to review my account and he continued to apologize because the "system was slow" - I laughed because oh the irony! The internet service provider that has crappy internet (and customer service) is having internet issues. Funny! Finally, employee # so3 informed me that a supervisor was available... Mind you this is after 45 minutes of waiting on hold... The supervisor, nigel, offered me a $10 credit because that's "all the system is allowing"... I asked him for the previous reps name and informed him that when I asked so3 for his name, he conveniently put himself on mute. Multiple times. Well, he doesn't have that information from the system... Just has an employee code and when I told him that i'd be taking the time to write all these reviews, he asked if I would please not do so - this way they can train so3 better. I let him know that I am in this line of business (sales/customer service) and i'm going through training right now - we've already fired 2 new hires as a result of them not making the cut. Optimum is a god damn scam and I swear on my life that if I ever win the lottery, I will use every last dollar I won to start a company called f^@% optimum, llc. They are a bunch of crooks that take as much as they can and hire people w/half a damn brain cell so they only have to get paid minimum wage. [censored] optimum, [censored] nigel but mostly, [censored] so3. And since optimum is going to get this review forwarded to their email @ info@WWW.OPTIMUM.NET - that's not a typo folks - that's what it says down there so who knows if they're gonna even get it - but jesus, if you guys do, please listen to that call and probably every other one to see what the hell I was just on the phone for over an hour for... With absolutely zero result. Y'all can take that ten dollar credit and shove it up your [censored]. Spectrum is getting closer and I don't care if I have to pay them 100x more, i'll gladly do so.

I have been a great customer with optimum for years now, I will explain my problem as best as I can so you understand why I am pissed, during these hard times with the pandemic that's happening now people do not have money to pay for there services, that's why governor murphy signed a bill not to cancel services, I am not one of those people I pay my bill every month maybe not on time but they it get paid. In december 15th 2020 I made a check out for $209 I have a business so it was log on my account with check number, time and date, i'm thinking they have received the check, in january 20th I received a statement from optimum for over $418.00 I had checked my statement they did not receive the check for december which is not uncommon around that month. The reissued check, went out january, 22 2021 optimum had shut off my moms services on the 21st which I had no idea they did that I don't live there, mom is 78 years old, brother that lives with her is 52 years old with head trauma, she calls everyday I haven't heard from her in 4 days just to find out they shut her off because of nonpayment, this is why i'm upset she cant call police, fire department or anyone if she was in trouble, so I logged everything contacted optimum about the problem they told me the bill is passed 30 days they have to shut everything off, I told them I mailed the check on friday, they didn't care, she's without everything i'm going on day 7 now waiting for the mail system to deliver that check, so here's my question I am a paying customer and I am a building owner that carries only optimum in my buildings, if optimum is doing this to me the owner, what are they doing to my tenants? I will find out, I will post it in my lobby by tomorrow guaranteed if I find out they have done this to my tenants during this pandemic they will never have services in any of my apartment buildings ever again its not a threat but a promise... Also if I don't hear back from anyone about this matter by thursday the january 28th 2021 I am going viral and contact everyone about this

I have never heard of this company. I had 58 dollars in fraudulent charges from them. No reference number was givin to research this. I called the bank and they filed a dispute. I am frustrated that Optimum cannot give me information. My debit card had to be closed, I incurred fees, and it was very inconvenient.

I was violated by optimum rep and the company did not tape the call as they claim. Called January 5th to dispute a claim and the rep got smart with me, I ask to speak to a supervisor three times and than he put me on hold. I hung and called back and got a nice Customer Rep. who restored my service. After, my chase account emailed me a negative balance; because optimum rep went in my Chase account. I paid my son bill last month so my account information was on file, he billed my chase credit card $477.00 (without authorization). No one gave him permission this is theft.
I was told today by Ms. Yoni another Customer Rep that optimum is allowed to go in any ones account and take money without authorization if the card is connected to the account. I have spoken to several customer Reps and they have not done nothing to get this investigated liked they told me. The Supervisor Ms., Monica on January 11th said she will listen to the tape because it was recorded and get back to me. Than I was told by Ms., Quantaisa another Customer Rep. that it takes 3-5 business days to listen to the tape of the first rude Customer Rep. who stole my money out of my account without permission. They promised to listen to the tape and call me back. Now they are saying they have authority to take money from someone's account if you owe. Please look into this matter. They have inconvenience me and has made me have high blood pressure these last two weeks. I feel violated by this Optimum company.

I contacted optimun because the internet connection to my job since i am working from home. I was having issues my system kept freezing up. Since I kept loosing wi fi connection I went out and bought a new router I also exchanged my modem. I called and they tested the line and everything at their end was ok. I contacted the it dept at me job and they did a test and they inforned me that my interner was not stable. I set up an appointment for a tech to come and check. My appt was for 1/17 from 8am to 11. no tech showed up. I then called and was told that the tech was running behind schedule and tgat they would call me back in an hour. I never received any follow up call and my issue was never resolved.

I have had all types of interference with the landline (suspect that someone controls it without my permission with their computer). Same with my devices. Internet service goes in and out, so they replaced the wire in the garage (did not need that) and it still happens. I now have 3 additional IP addresses on my phone had 4 more long ago, but Optimum says they only see 1. They do not seem the least bit concerned but I am! I do not use any devices for work nor do I use work Wi-Fi. I checked with work IT and they said they and are not connecting into my stuff. Someone needs to investigate as to whoever is connecting in is causing privacy and security issues!

On November 9, 2020 I ordered service. It happened I canceled order before installation date, but Optimum charged my bank account for 119.45
I called Optimum many times, promised refund will be proceeded, requested to talk to manager- never was able. Looks like managers don't like to talk to customers.
Today is more than 2 months I still don't have my refund.
Service address for this issue is 130 Schroeders AV. Apt 17-D Brooklyn, NY 11239

In August around the 14 of 2020. I started Service with you, I needed to get Internet service to assist with my daughter and her homework for school during the process. There was an issue on, I was told I had an existing account bill, so the sales Dept said I have you to speak to the billing department they told me I had a previous balance which I found is from 2009/2010 billing statement that for $283 fortunately he told me he would waive the previous balance because the bill was so old. I call back to sales department to initiate service I made my first payment of $53.50 for installation and I had my service without. Once I receive my first bill in October it had the previous balance of $283 on my account as a recovery fee. I knew this charge was incorrect because of the previous conversation I had telling me that this fee was waived I have called optimum every month since October trying to get clarity understanding in this matter now I'm being told I still have to pay this amount of money regardless of what and I was told unfortunately I was giving false information. I will need to pay! I don't understand how their employee gave me false information is my fault I don't understand. My service is down I'm trying to continue with your service. I'm just getting me so many problems this is been a very uncalled-for and to service relationship I truly appreciate the customer service I do not appreciate the unfairness and inability to get full clarity on what's going on Friday January 8, 2021 I called again at 10 o'clock I was told that a supervisor call me back by 2pm after they review the voice conversation as well as what was written in the notes for the day I initiate a service with you. I never received a phone call back by 2 PM as stated as I called at 3o'clock I was told I was next in the queue so I will be called back shortly I still didn't receive a phone call I finally got through around 5 o'clock when I called again I had a discussed with a ladythat was unable to assist me with this matter this is been a long haul and unnecessary issue please give me a call or email me with any type of satisfactory information I truly would appreciate it.
My name is Larry Artis, 1049 Sterling pl #14 11213 contact number [protected]
[protected]@gmail.com

The worst service ever. Called more than 20th time and the people who worked there are so disrespectful. They will hang up the phone on your face. My internet haven't been working for more than 2 days and when they come to fix the problem it work for a little and stop working. The worst service to ever get. I been calling more than 20 times and 2 people hang up the phone on my face, one name is Victoria and the other is Andrew and one of them say the problem would have been fix but never fixed. Worst service

Today 1/7/21 I called Optimum in response to their letter informing me of an promotion to Upgrade and do this by 1/10/21. I was transferred at least 8 times and give numbers that were not working. I have seen this company go from good to horrible service. (this started prior to COVID19).

I feel that the employees are not trained properly and try to be helpful. There is never a supervisor on hand. Some employees just tell straight lies and when confronted you are "disconnected". If this is how a "Value Customer is treated...

The rates continue to increase and the services has decreased to almost no service at all.

I lost service for three weeks in august I spoke to agents every week and they promised service daily I was also told I would get a credit for not having service I and my son took days off three times for appointment and the service never came nor a call
I have two accounts with optimum on one I was simply trying to change a payment ach method
I could not get anyone on phone so I tried chat that was the worst experience I have ever had he wanted me to read a modem number of the system that is 150 miles away
I am very frustrated with optimum
Please help here
Robert

New install at my home and promised in writing gift card - $100 would be given for the new install. Never received gift card - called again and then they told me it would be available after 3 months so 12/27 I would get an email with gift card link. Called again on 12/27 [emailed as well] spoke with foreign customer services who told me that it will take 4-6 weeks after 3 month to obtain the email and the link. Claiming something for something and then not providing what you promised is fraud - plain and simple. Release my gift card immediately!

Recently i created a service request for internet not working, while my internet was down I created service request thinking that some serious internet issue but 15 minutes later internet restored itself, i did not follow up service request as internet started working.

Four days later i simply got alert from optimum that a technician came to my house and fixed wires/splinters inside my house and i will be charged with $80 for service.

Fact is technician did not come to my house but they put $80 in my next bill.

I called them to dispute the charge and asked them if they have proof/signature of technician visiting my house but they are not providing any proof and not willing to refund $80.

I have called them 4 times and every time they asked me to wait 7 to 10 days for follow up call, i am waiting for another call from them now.

SCAM SCAM SCAM