Optimum
reviews and complaints

Over the past three years I have been repeatedly contacted by various collection agencies for a bill that was previously paid in full. Each time I am harassed by a new collection agency I have proved with a canceled bank check that my closed account was paid. This is becoming a severe issue that I am tired of being harassed over. The unprofessional, disorganized, horrible service from this company is the reason I canceled my service in the first place. Now I am constantly haunted by this company that obviously has zero communication within the company to remove me from their data base. I am NO LONGER A CUSTOMER and I PAID MY BALANCE. I would like Optimum to finally LEAVE ME ALONE!

My Name is Raymond Brown

On Thursday 4/7/2022 I discovered my area experienced an outage. When the problem was resolved both my optimum cable boxes would not reset. I called Customer service and we spent an absorbent amount of time trying to reset the boxes. It was determined both boxes needed to be replaced. The next appointment available for a technician would ve Sunday 4/10/22. I declined because I attend religious service on Sunday and the times didn't work for me. I was told I could return the boxes on my own to the nearest optimum center in my area. This turned out to be 6 Excutive Plaza in Yonkers, ny. The Customer service is awful. I waited in line for about a half hour to be told we do not have your cable box available. We expect a shipment tomorrow 4/8/22. I was told the store in Eastchester has the boxes available. It was late and I attempted in the rain but didn't make it in time. I returned the next day around 11am I walked in and I was the only person standing waiting will the three women playfully joked with o e another as I stood and waited for someone e to greet me. Several minutes passed and they dispersed from one another's company and finally the one remaining seated said next customer"as if more people were present. I would not gave taken offense except another Caucasian customer walked and as was greeted with"Goodmorning how may I help you" I brought it to their attention but it feel on deaf ears. I proceeded to ask about the box I was promised would be there today to find out the truck didn't deliver the supplied. I thanked them for nothing and drove to the store located in Eastchester. I was greeted by a very professional young man and was convinced to purchase an apple TV box which I'm enjoying. I have not spoken to anyone from customer service or been compensated for my near 48hours with cable which I pay for consistently every month. I almost canceled my service on Friday due to the lies I was told by customer service the boxes were in stock. If it were not for the kindness of the Eastchester store employee I was taking my service to Verizon.

Altice USA April 3.2022

Attn. Shared Services

200 Jericho Quadrangle

Jericho, NY 11753

Account # [protected]

I have been with Optimum for 30 years. And it seems that Optimum does not want to keep me as a customer any more. I have called customer service almost every other month and each time I am promised a specific reduction in my bill but it never occurs. I have dealt with the Retention Dept. and once again am told that my bill will be decreased for a year but once again it does not occur. By only having your cable tv service, there are no deals to keep me as a loyal customer. Your reps would tell me something but it never happens.

I was signed up for silver package and was happy with it and was paying $179. Then, without any notice Optimum decided to do away with the Silver package and changed me to the select package and for the same services. I then spoke to your rep and he told me that although the changes were made that my bill nor the services will not be affected. Well my bill continued to increase. On 1/26/2022 I spoke to your retention dept. and they agreed to a total bill of $176 moving forward. But now my April bill is $185.

However now on April 1 I am no longer getting Showtime for free. As I stated my issues began once Optimum decided to remove my Silver package. I was told that I would still receive the same channels which included free Showtime. Each time I call your company I receive different responses. There is no consistency. On Saturdayy I spoke to the Retention Dept. about this and was told he would give me Showtime for 6 months free. However after promising me that, he came back and said he cannot do that. Why would he offer something then rescind the offer.

This company does nothing to keep loyal customers. You need to understand that it is cheaper to keep a loyal customer satisfied than to try to get a new customer.

So after over 30 years with Optimum, I am now looking into switching to Verizon. I believe they would appreciate my business. All my problems came about because of your eliminating my Silver package and not following through with what I was told, that there will be no difference in services or cost now.

I have been promised a bunch of offers from this company and for the most part you have not delivered!

Barbara and jerry Layefsky

6 Westbrook Ct.

Cortlandt Manor, NY 10567

[protected]

On Wednesday 12/29/2021, during my lunchtime, I attempted to discontinue my Optimum service due to extremely high prices which I could no longer afford. I called their service number [protected]) and stated that I wanted to end my service. After many questions, I stated "can I please just end my service without any more discussion"? The representative said yes, although they could not end my service and that I had to wait for another person. After waiting additional time, I was connected to another representative who attempted to engage me in more questions. I stated, "can I please, pretty please, end my service with no more discussion I have to end this call ASAP?" Once again, I was placed on hold for more time and connected to another person. The entire ordeal to merely cancel my service took 39 minutes (photo of call time attached) and there was no way for me to end the call, as they were in effect holding me hostage. At one point I stated to the representative that I have to get off the phone, so I’m hanging up now, please, please, just cancel my service. I was told that if I were to hang up, the service would not be canceled, and it would just be a few more minutes. I had to endure this endless harassment for what seemed to be an eternity for something that should be available online, in the same place where I pay my bill.

I then had to return the cable modem to a local Optimum store, which additional complications ensued. Once again, I started this ending process during my lunchtime. It was very cold outside and when I attempted to enter the Optimum store, I was told that I had to wait outside until my turn, despite the fact that there were only two customers in the building. After waiting over one half of an hour, I asked if I could just leave the box there, as I had to leave. I was told no and that I could come another time when there was less of a wait. Unfortunately, during the holidays I contracted COVID and could not leave my home. When I finally returned to the Optimum store (and waited 45 minutes), I was apparently one day over the return period limit and now they want me to pay an additional month's service charge.

I will NEVER deal with Optimum again and believe with all the laws out there to protect the public, there should be a law to protect Long Island NY residences from this abuse. This is especially necessary since there are only two Internet providers available for people to choose from.

There is an error on my bill. I was charged for a cancelled appt. I NEVER cancelled an apt. I only had a technician at my place once and that was to install Optimum. They said I cancelled an apt in Jan which never happened.

I am a resident of 16 Lesley Drive, Syosset, NY 11791. Optimum was on my personal property without me consent and they left a bunch of wires laying on my property both on side and backyard. My elderly parent, who doesn't see well, was walking in the backyard and she tripped over those wires. She has been taken to an emergency room. I called the [protected] and spent all day on the phone getting a run around. They flatly told me that optimum won't come to undo the mess on my property because I am not their customer. Who do I escalate my concern to? Please respond to my concern, otherwise you will hear from my attorney. My email is:

[protected]@aol.com

Mrs. Koko A.

I returned all optimum equipment and canceled services on 1/14/2022. Last bill cycle from 12/8/21-1/7/22 was paid in full on 12/23/21with the promo price $33.49 still in effect until march 2022. New billing cycle starts 1/8/22 should end on canceled date of 1/14/22. I received a bill due in mid-january for $58.49 and a bill on 2/22/22 bill for $25 and a bill on 3/22/22 for $25.

I called optimum twice jan/feb to correct the discrepancy on billing and call rep states they cannot do anything the account is in pending status and cannot be closed until feb 14, 2022 and this was in late - jan that I called. I asked why since its overcharged and I paid (autopay) for a month of services for 7 days of internet used only, the explanation was they don't close accounts midway in the billing cycle. What kind of reasoning is that! So they can just charge for the remainder of the month for no services rendered from 1/15/22-2/14/22. (I cancelled autopay immediately)

I mailed 2 written letters to optimum corporate office on 2/10/22 and another on 2/25/22 with no response. I call can't get a rep to assist

Now I receive another bill due on 3/22/22 for $25. This is absolutely ridiculous getting billed for no internet services.

Here the thing optimum does not close the accounts, by keeping it in pending status, when I signed into my account looked in "order section" it has "router ordered on 1/15/22 and on 2/9/22" which did not occur. So they kept my account open as an excuse to keep billing for no services. You have to check and take a snapshot before they lock / close access from you to view your billing. And always check your autopay amounts.

They also makes unauthorized charges without notice my promo was still in effect until march 2022, but I had autopay so they have been over charging and up the billing fee from $33.49 to 38.49 to 43.49 to 58.49 all within a 10 month period and I disputed it every month with my credit card company.

Optimum has extremely poor customer service and questionable business practice. If calling and writing dont work, I was reffered to call new york state attorney general at [protected] and or the fcc [protected].

Today I spoke with a optimum representative regarding an increase in my mothers bill which to be adjusted to a total of $138.00 per mo. in review of the bill there was an $80.00 charge found. 3/9/22 a tech came to my 90 year old mothers home to replace a defective box. The tech added a charge of $80.00 the reason was not indicated only a code with the description "advice given". I asked what advice rep could not provide. My mother was on the call as well there was no advice given. I asked to speak too a Supervisor and was told none where available and the call would have to be approved to speak with one and it wasnt so therefore I would not be conected. I am filing a complaint against the company for fraudelent charges. I personally was not there on that day but there was another party there due to my mothers age. There was no advice that was given by the tech. Someone should be looking into the tech and the additional charges.

I have been an Optima customer for over 20 years. In 2018, I saw an advertisement concerning Altice One which inspired me to switch to; still under the corporate umbrella of Optima. Since changing to Altice One, I have had many technical problems with their service. Within the first six months I called Optima service to see if I could switch back from Altice One and was told no. In the last two months two technicians were dispatched to my house approximately 6 weeks apart. I had enough so on March 16, 2022, I called to discontinue my service. I spoked to a customer service agent who tried to convince me to stay with their service but I have had enough of service interruptions that lasted a few days some times.

I requested the customer service agent on March 16, 2022, to please email a confirmation of cancellation and he responded he will email me same day. So far I did not receive an email. I spoke to another customer service agent on March 17, 2022. This is where my complaint arose and why I am writing this letter. It seems my billing cycle started the 16th of the month (the day I called to cancel) even though my bill is due March 30, 2022 so the cancellation will take effect on the 16th of next month. In essence, I will pay for a month of service that I will not be using due to my decision to change service company.

What I remembered from the past is on the day of cancellation the billing stops. How can a company change policies without notification to customers and given the opportunity to opt out. This is a policy that should be aware to customers in an ongoing basis.

I signed up online in September 2021 for cable and internet. I was to receive a $300.00 gift card.

My services have never worked correctly. I have never received any type of credit, but continued to pay my bill. Three trips have been made to the local Suddenlink office to correct billing, exchange boxes, etc. One visit, to exchange a Cable main box, (one of 4 exchanges), led to Suddenlink saying, I, “had changed services, therefore disqualified me for gift card”.

In December, during another interaction, “Julie” corrected an outrageous bill, told me what to pay, which I did, and have the receipt. Now, March 2022, Suddenlink claims I was late in December 2021 and disqualified my receiving the giftcard again! I did what I was told, paid what I was told! On the day I was told and it was a Suddenlink billing error!

My internet and cable are still jacked up. I had 17 Technicians in one month! It was easier for General Patton to invade Normandy than to get help from Suddenlink!

I have called more than 100 times every number I can find, emailed Dexter Goei, CEO of Altice, posted on Facebook to the result of nothing! I met all requirements for the gift card. Shame on you Altice.

I will be contacting the FCC next.

For the past two weeks I have been sporadically not receiving mail. Only some of the messages have generated bounce backs to my senders. This is happening to other @optimum.net email users as well.

On a call with an email support person from the escalation dept., who blamed the problem on me without giving any reasons, also let it slip that they just upgraded their email system. So they are NOT publicly admitting this issue.

Being an IT professional with over 30 years experience. One who has supported worldwide Exchange and SharePoint Platforms for my past employer, I can clearly state that this problem appears to be with Cablevision/Optimum's SMTP servers not being able to handle the incomming traffic and randomly bouncing back inbound email as undeliverable. This appears to be based upon the volume of traffic coming into their system. So their customers like me are receiving email sporadically from various senders.

March 16, 2022, 12:30 EST

This morning, March 16, 2022, Optimum put down flags for the installation of an underground cable on Karen Drive Blairstown, New Jersey 07825.

Karen Drive located in Blairstown, New Jersey 07825, Warren County is a private road held in tenant by the property owners that use Karen Drive.

An easement gives a person or organization a legal right to use someone else's land - but only for a needed purpose. An easement for Comcast and or Jersey Central Power and Light does not convey easement rights to Optimum.

The homeowners of the Karen Drive have not been notified of the installation of an underground cable.

The homeowners have not granted Optimum easement rights.

If Optimum / 1 Karen Drive wishes to installation of an underground cable they must:

1. Provide the owners of Karen Drive with state, county, or / and local licenses permits for Optimum to install underground cables.

2. The approval of all Karen Drive owners granting Optimum easement rights.

for the past three days at differnt times i have expirance blackscreen @9:46 then at yesterday and then 1046 am then @ 1046 am i think their are persons from manpower temps who are doing this their are no supervisor on the eweekend to minitor these people or temp staff

total loss of cable / internet / phone - began yesterday 3/9/2022

I have a pay thru the nose for triple play - this company's rates have been on a continual climb - and their service is in the toilet.

[protected] is their business number - EXCEEDINGLY difficult to actually get a live person to even 'report an outage' to. messages vary from try this (reboot modem) waiting ... waiting ... waiting ... almost there ... a few more minutes ..

to try that - logging on. Really ? I CANT

FINALLY burn the system down to 'Transferring you to Customer Service.'

.. and you get another country. I work with many different nationalities - but when you land a person who has such a strong accent... baloney.

by the time I actually got thru a second round of BS - to land in another country - to be told I needed a 'service call' - NO - I DO NOT need a service call, - your lines are down ... then I am told they are registering 'leakage'.

I asked for a confirmation Email (to my work address) to address my report of 'system down'. crickets.

cable box - said "turn on TV" (after rebooting yet again) now the TV has a message on it = there is a problem - call [protected]

3 more rounds of cannot get thru. guess it was a good thing I actually own a cell phone.

3/10/2022 - 9:50 am - called business number - same BS re getting a human - I reported the system down and say I want a confirmation Email due to loss of usage and a credit toward bill. yea yea - they will notify me when the system is up. I say that is not a record of the loss service, and I am told that is policy. with the cost of their service - I expect confirmation and at least a better method of validating loss and having a better interaction and a more positive response and result.

here is another user's video complaint - https://www.bing.com/videos/search?q=cablevision+optimum+online+altice&docid=608045924846352455&mid=A2914874453C88AF41C0A2914874453C88AF41C0&view=detail&FORM=VIRE

https://www.bing.com/videos/search?q=cablevision+optimum+online+altice&&view=detail&mid=1BCD8229C00571932EF01BCD8229C00571932EF0&rvsmid=A2914874453C88AF41C0A2914874453C88AF41C0&FORM=VDQVAP

warning - there are a boatload of complaint videos

Several months ago Optimum changed the format of their email service. I never received a communication that they were doing this. The new format continuously either freezes or shows an error message when trying to open an email. The old format worked fine! If they are updated their service shouldn't be better? I've been a customer for TV, internet and now telephone for 25+ years. I am now looking for other providers to supply me with these services.

On Feb. 18th we cancelled our cable television service, cost had become too much for people on fixed incomes. We realized our billing cycle ran from January 23rd to February 22nd, so we made sure we cancelled before a new billing cycle began. At that time we retained telephone and internet services, and was given a $10 credit per month to be on auto-pay. all equipment was returned to their office in Mamaroneck, NY on Feb. 18th.

When we recieved an e-mail from Optimum outlining we have signed up for auto-pay the amount was approx. $315, not the $115 our service was to cost without cable TV. I decided to call Optimum to straighten out the error. After a 45 minute conversation, I was told the bill was already generated(on Feb. 17th), and they could not change it. Even though we were not getting approx. $200 of services during the next billing period, they expected to be paid this amount. After going over the situation with the Optimum rep over and and, telling them we are not going to pay for services we are not receiving, their only answer was pay the $315, and it would be credited on future bills. This is one of the stupidest answers they could have given. I don't feel like we are happy letting them "hold" our money for the next two payments, and knowing their system, I am sure we will have to fight for the credit. My complaint is why can't they adjust their billing system when it has generated a bill with an error on it. Their customer service rep said it was impossible to fix at that time, come om, they think their customers are that stupid ? I will be giving auto-pay the $115, and know it will result in more annoying phone calls. Customers BEWARE, their customer service department works for Optimum, not for you.

I have have been using Optimum since the 90's and have never had more issues then I have recently. My Arris Modem was repeatedly losing connection and I was told by customer service that my modem was old and appeared to be failing and I should change it out.

I went to the local Optimum office to swap out my modem and was told that the service I was using (200 mbs, promotion) was not sufficient for the demands I was placing on the service, she sighted Alexa's and Ring cameras. I was told that in order to replace my modem, I would need to go with the new modem and that all my promotions were expired so my bill would go up but I would have 500 mbs service which would improve my connectivity. I was told my bill would go up $52.00 for the increase in service as well as Showtime channels being added. Much to my surprise I found out after that I had been put on the gigabit service.

The proceeded to give me a bad modem and I had to have a tech come to the house the next day to replace my modem while losing a day of work as I work from home and rely on this connectivity.

After all this I called retention to try to get my bill lowered. They indicated that my bill had not gone up by $52 as was indicated at the store but that is had gone up $79.00 per month and they could work on it and got it lowered to $59.00 a month which is still more then the store had indicated and to do that he is reducing my service from gigabit down to 500 mbs. This just appears to be shifty tactics by Altice as they are not clear on the billing and pricing and it seems once you are a customer, they are no longer interested in your satisfaction. I don't blame the people on the phone, its the organization they work for.

They really have appeared to feed me misinformation from the start as I was told by the technician that I should have been able to just exchange the modem for the same modem as the 200 mbs service would be able to handle what I was using. This appears to be a typical up sell by Altice even though they denied that was the case.

I am now looking to leave and take my business elsewhere as I find the entire Altice organization to be unreliable and dishonest in their tactics.

I have been a cable customer since day one and my bill was $7.82 . Now every time a promotion ends, I have to wonder why my bill went up again. I am extremely frustrated that I have to call to find out why? I think that it's just a game they play with their services. Why do I have to pay for my first box since I can't get any channels without it, it should be included with your services. Why am I Paying for a network enhancement fee of 3.50 per month? I pay for a service and shouldn't pay to enhance it or improve it. Unfortunately, I don't have many choices in Saddle Brook. I even returned a box that cost me 11.00 a month and my bill went up the next month and had to call again. The customer service which was once fantastic has become like talking to people who don't care or understand your problems because of the Altice company who purchased them. They are known for raising all the rates of any company they have purchased over the years, and I think it's only going to get worse. Verizon's no better since they over charge you and tell one price and charge you another and then the customer service is horrible too,

I ported in Aline from T-Mobile on November 24th and optimum mobile got a call from T-Mobile TO PORT THE LINE BACK to T-Mobile without my authorization, the person who ported out my line is Arthur from the team that handles the porting transactions, he stated that he sends me an email and left a voicemail, i was a broad AT THAT time and I never authorized my phone line to ported out, yet they still did it. now they keep on harassing me with bills and phone calls for a service that THEY cancelled without my permission. i called to resolve and explain the situation and every single person would tell me that no way the account was cancelled without the PIN number that i created, and i said yes i was cancelled without my permission and without my pin, i refer to the names and emails that I've for every phone call i did but they won't even bother looking into it. the worst experience ever.