Optimum
reviews and complaints

10/15
My mother had an appointment this morning to get TV, Internet and Cable installed. I confirmed on 10/14 and I was told someone would be there between 8 and 11 AM. No one came. I called and was told they changed the appointment to monday. No one called.

I explained my mother was 84 and lived alone and not having a phone was dangerous. I was told they would get someone out to her and would call me back to confirm. No one ever called. I called back and was told there was nothing they could do and she would have to wait until 10/19.

They don't seem to care that she had a confirmed appointment. They don't care she is 84 and needs a phone.

Horrible service.

Had an appt for new install on 10/10 for installation, got a call tech was running late.. fine. Tech shows up unprepared for job - needed bucket truck for service on poll. Leaves job and says, "someone will be back tomorrow.." - no other information.
No one shows up Sunday - I spent hours being transferred and hung up on by 4-5 different customer service reps to finally settle for a reschedule for today, 10/13 between 8-11am. NO ONE shows. No call. Nothing.
Spend another few hours getting transferred and hung up on to be told there's nothing that can be done other than reschedule AGAIN. Now on schedule for Thursday, 10/15 - 5 days later than original. AND - this appt can't be confirmed without going into the system with my Optimum ID. But I can't set up an Optimum ID without home network... Soooo... Bets on someone showing up to actually get the job done?!
I have spoken to at least 8-10 reps, no "managers or supervisors" ever available, can't give me a name of anyone to call directly and can't do anything outside of what "the computer will let us do."
What happened to customer service?!
In a world that is completely reliant on internet... this is an unbelievable disgrace and I wish I wasn't in a position of desperation.

On 9/8 I made a decision to switch to optimum from fios... They charged and billed me $227 for an initial payment... On 9/11 their technician came out and could not do the job without drilling more holes in my apartment and without running wires on the outside of my living room ceiling... I decided not to move forward... A few days later optimum called me and asked me what happened and they assured me that a more experienced technician could do the job properly... A second attempt was made on a week or so later with the same result...In fact the 2nd technician indicated that to get optimum installed would require a major effort that would involve multiple appointments... So I just told them to forget about it... So from 9/20 or so until today 10.13... I have been trying... Unsuccessfully to get my money back... Each time I call.. I get different answers as to where the refund is and how long it will take... Last week they told me it would be in my account today... This morning 7-10 business days from 10/8... (this after the agent told me 6-8 weeks which she then retracted)... I have 0% confidence that I am going to see this money... I can never get a manager or a call center supervisor on the phone... I feel like I am being made a fool of...

Optimum internet and landline installed in July. Our landline barely ever has signal and when it does, the line more often than not drops during the call because the signal gets lost. Wifi is not working most of the day. We have been using almost exclusively our cell phone's hot spot to get our job done since then. The technician who came said it's not a typical modem issue, but instead, that the tap outside on the street, which is how internet and landline signal is transmitted in the house, is broken and he is not trained to fix it. A special team, he said has to come to do this. He said they would contact us next day. It's been at least 3 weeks and no one has contacted us. We are calling over and over and they keep saying they are unable to schedule this special team through optimum call center, we have to wait for someone to call us. Everyone we speak to says that we will get a call the next day to settle this but no one ever calls. So we have been paying since July and it is now october and we still have practically no internet and landline service. They also refuse to process the refund until the problem is fixed by the technician! But the technician can't fix it. And the special team of technicians that Optimum contracts from a different company (apparently) can't be booked by anyone it seems. No one can contact them, we have to wait almost a month later to hear from them and no one is calling. So basically we can't even change over to Verizon because we won't ever get our money back from optimum because they won't process the refund until the team that can't be booked by anyone it seems, comes, even though no one can book them, while we are stuck at home during Covid trying to work from home, for which we need internet, and wasting MORE money on hotspot on top of the optimum bills. Please schedule the technicians that can fix the broken "tap" on the street so we can have normal signal ASAP and please provide full refund since the month of July.

I honestly cannot say enough BAD things about this service. It almost doesn't make a difference because they are a NY monopoly as I do not have any other options for internet. The internet drops connections multiple times a day, customer service is a nightmare, and everything to help diagnose and repair the service is an additional cost. Just in the last 2 days 10/6/20 to 10/8/20, the internet connection has been dropped 5 times. I have two children who need to get online for school, and cannot do so when the internet is constantly dropping service. I also work from home, upgrading my service to a faster speed has not helped. Lastly, when I upgraded and needed a new modem to handle the faster speed, it didn't work. I have tried to send it back multiple times, but Optimum customer service has not sent me the FEDEX or UPS slip to send it back in the original box. Seems like they could care less.
I would like another option for internet. That would keep Optimum interested in doing better by their customers.

Cancelled new service and need a refund for $100.00. The total refund was to be 128.96 and I received only $28.96. Date service install was7/29/2020 but the installer uninstall and removed all of the equipment.

Name
ROXANNE FOSTER
1805 Stratford Av
Neptune, NJ [protected]
Account number
[protected]
Access code
4687
Appointment date & technician arrival window
Wednesday, July 29, 2020
11am-2pm

I received my bill yesterday and i8 was suppose to get a credit for 17 days of no service during the August storm. I received a credit for $49.63 which is noy enough for 17 days without any of my 3 services. My monthly bill is $220.33 and half would be 110.16 for 15 days plus 2 more days. I would like you to look into this matter I don't think I should pay for services I didn't have

I returned the rented Optimum modem in May or June of this year using the shipping label Optimum E-mailed to me. Optimum continued to bill me the $10 rental fee for the modem. I went to the Optimum store in W Nyack NY. They said I had to call Optimum. I was told I had to contact Customer Support in writing. I then mailed customer support at Altice USA, 200 Jericho Quadrangle, Jericho, NY describing of my problem. I called customer support again and spoke to a very nice lady for about 45 minutes, who seemed to solve the problem.
But I am still being charged for the modem.

Letter to Customer Support:
Hi, I returned your modem last month using the shiping lable you sent me. Enclosed is my last Optimum bill. Since I am billed each month in advance
please credit me the $10 modem charge on this bill and adjust my billing
acordingly.

Thank you,
George Emer

Account number [protected]

For over a week in July 2020, we experienced disruptions (at times, for many hours) with both phone and Interment service. SEE ATTACHED LETTER.
For one, you have to wait hours on the phone to get a representative. Secondly, the technicians are not knowledgeable and arrogant.
In our case the options were minimized to either a MODEM problem or wiring.
Based on a simple testing, I realized the the MODEM was the problem not the wiring.
The technician whom I was talking to, insisted that the MODM was fine and pushed on sending a technician. As there was no way to get help from the company representative, I had no choice but to accept it under pressure.
As I was so sure that I was right, I went to the Optimum store and exchanged my MODEM.
After I changed it the problem was gone. I notified Optimum that I no longer need the technician. I also got a followup call, in which I stated the the technician is no longer required.
I was billed for not being present when the technician showed up to the (canceled) appointment.
I attached letter of dispute to Aug/Sep payment. Nobody responded. Now I get threats that my service will be terminated if I do not pay the $80.
I fins it disturbing that customer service by Optimum is of no existence. Why would it be when Optimum has a monopoly in the area.
I am asking for my dispute to be considered.

Diana Manor

Contacted and ordered new fiber service on 9/16/20 and received confirmation install appointment for 9/30/20 between 2-5pm. Contacted customer service to confirm install today and was told there was no order. I told them I received their email stating the date and time "they" chose to do it. Took off of work for the install appointment and now no one shows.

They never answer their phones and when they do you r on hold for far extended times or they just never pick up. They charge for services not rendered and they never allow you to cancel subscriptions even on their online site. I have reported this before but optimum still steaks from it's customers and reroutes them to overseas, and we cannot even understand the people answering the phones plus bad connections.

I wrote to upper management and still didn't get any resolution. I have been a customer with optimum for over 30 years. My bill keeps going up. When I call they say my promotions ended. Last year, I finally reached someone to get my bill down by 40 dollars. Great. In january, I called them because I was going to florida for two months and heard I could get minimal service for only 40 dollars a month for the two months. Perfect. Done. When I came home in middle of march because of covid, I called to have service restored to what I had in january. It took over an hour wait to get someone. They said no problem. After they restored, I received and email where now not only was I charged more than I was paying in january, one of my dvrs did not work. I had to call again. The rep could not fix my problem and there was minimal service of someone coming to my house. As far as the upcharge, she said when I temporarily changed my service, in january I lost all my promotions. So now I pay more than I paid in january, with one less dvr. I am so frustrated. I called again, waited again, and they said only way I could lessen my bill is to get rid of most of my services. This is crazy. I wrote to upper management and within 5 days I received a call from optimum asking if my problem was resolved. I said how? She thought a tech was calling me. No tech called. She couldn't help me. This is the service even after writing to upper management. I am so discouraged and its so difficult going with another service and changing my email etc. Please help

Worst cable company ever. I moved optimum installed equipment in temporary rental which did not work they still billed me full price. The had techs come out countless times and could not figure out the issue. Weeks later when I moved into my new home I was told to take old equipment with me, which I did. The equipment wasn't "compatible" and the installation tech took old equipment and installed new boxes. Optimum is not billing me $260 for said equipment as the tech never returned it! This is almost 4 month's later. Call after call the reps are useless they are robots they don't listen and just repeat themselves and don't make sense. The keep claiming to be filling out paperwork for "lost" equipment yet billing me for it. Last rep said she would transfer me to a supervisor, refused to provide her id said she was not allowed and hung up. Terrible service and company a bunch of liars and scammers.

So far the company has not shown up twice! I had to take the day off to stay and they call me 10 minutes before their arrival that they do not have the equipment necessary to do my job. I call and they reschedule for the next day and on that day I call to make sure they will be coming and they tell me the appointment is for a week from today... This company is awful.

I wanted to get a cheaper service than verizon so I opted to get optimum and that was around mid july 2020. An optimum tech showed up which I found out later was subcontracted by optimum. First thing the tech said to me was that he has to make this installation quick that he is starting vacation the very next day, he was on the phone via his ear piece the entire time conversation with someone. He then left had not told me anything, I thought he went for a break or lunch but he never returned and I had no tv service. I tried desperately to get him back after calling optimum to only find out that they had no idea who it was that actually showed up at my house for install, they have no records of such. Also the calls you make everyone is outsourced so you get customer service representative located in south america so they really did not know what was going on. So I suffered not having tv for 5 days while I begged myself back to verizon to take me back and get this nightmare resolved, which they did. I have been with verizon all this time. I called optimum during their 30 day trial to make sure I was cancelled and that my initial $198.95 that they made me pay to have their service was returned, I asked for a supervisor whom promised it would be refunded. It is now september 19th and still waiting for my refund. I called twice more in regards to now a ridiculous bill they sent me that I owe them $497.69 and I do not have their service, I spoke to 2 reps this morning whom both hanged up on me to only tell me that I owe $497.69 and cannot explain beyond that. Meanwhile I have only had verizon and have been paying verizon ever since this awful experience and I have my bills to prove it. I cannot get this resolved no one understands and all they know is that the bills exists to them and that's all. I do not have their service, I never was able to look at their service. Their subcontracted tech left me hanging and caused me major headaches. Which now I am happy to realize because I would not want optimum service even if it was free. I am sorry for my honesty they really have no idea what they are doing. They seemed to have opened up another account under my name and charged me a bill that I do not have their service. Please help. I honestly do not have their service. I do not want them to mess up my credit report. They really have no idea what they are doing. Please if you need my verizon bills I can submit. Please email me at: [protected]@hubket.com

Thank you
Leisa anwar

Did not receive bill for 2 months. I was wondering if Covid was impacting their operations?

August 11 my son in North Carolina told me he had one of my bills and I behind in 2 months payments. He forwarded it to me August 21st.

Upon receipt of bill (August 21st) I called Optimum and they advised me that they sent the bill to him and changed my address on the account because they somehow they had a problem with my address? They did not really explain given the fact that I have been a customer for probably 20 years.

I told them sending check for the two months (August 21st).

Few days later my TV service was cancelled. Called customer service and was told will not reinstate until check received. The fact that it was their error and I was a customer for all those years and already sent the check was not acceptable to them.

Sent letter to CEO of Altice (the parent company) demanding restoration of service, an apology, and as for their unauthorized change of address of personal information a full month's credit on my bill.

Despite numerous phone calls back an forth, the best they could do was reimburse me for 3 days of cancelled TV service and provide some movie channels of which I had no interest.

On July 15th I had 2 Optimum repair people come to my house to look at my outside wiring as I was having difficulty with my TV internet service. When I booked the appointment your representative suggested we start outside as its been many years since the wires were looked at. He reassured me there is NO charge for outside work. At the time I told him No inside work is possible as no one has been in my house since the middle of March. This is in effect today - not even my family has visited. I see my grandchildren from the driveway.

The repair people raised one wire that was on the ground on one side of the house and on the back of the house they changed a fitting.
He also told me my router should be replaced. I told him they could not come inside. He suggested I have one sent and install myself.
Which I did-.
He had me sign on a small I - pad with no visible writing. The next day I get an email with an 80.00 bill on it. After many attempts I was able to make contact with your representative who told me wait until the charge appears on my bill. Several days later I called again and spoke to a representative. Nothing he can do.
After calls to Optimum made thru out July and August and even a trip to your new location in Hicksville - (30 wait on line to get a number to see representative and another 30 minutes to get in) I was told they do not handle billing questions).
Back on the phone - No one can remove the 80.00 fee plus tax which is now 91.00. I continue to pay my normal bill in July, August and Sept - all the while threatening to terminate my service. All the while bill is now escalating.
What I told from a supervisor yesterday was the 2 technicians claim they came inside and worked on the inside wiring. What I told the representative on the phone was if they came inside why didn't they replace the router as they said I needed and I had to do it myself.?
I can't be the only customer that these 2 lied about concerning work they didn't performed but billed.
Yesterday I asked that your company contact the 2 workers - that's not possible I was told. Nor can a supervisor remove this charge. So the charge remains - which I refuse to pay.
I'm a long time customer - always paid on time - all this means nothing. It's a disgrace how Optimum continue to treat your customers.
I call on a weekly basis during the month of July, Aug and Sept.
Last week I had a representative contact me from your Retention Dept who assured me my problem will be handled followed by another agent that said she would call me between 24- 72 hours and tell me the problem has been resolved. She did not call nor has the problem been resolved. Yesterday I get"Urgent notification" with an outstanding balance and a notice my service will be terminated. This is now a monthly notification-
Nothing changes only charges escalate.
So who can resolve this issue if Optimum refuses?

I switched to optimum bundle (tv, internet and phone) installed 9-10-2020. To date my phone has not been working since then. I requested the my old number from frontier be kept and maintained and they said there will be no problem. I cannot cancel my services with frontier bec optimum said dont cancel until phone is already working. Billing cycle will come soon and now im gonna be billed by both frontier and optimum (not to mention, optimum billed me in advanced)... When they did the sales optimum promised quick intallation and everything will be up and running. Ive tried calling optimum but I go back and forth with them. I really am sorry that I switched with optimum. Its really disgusting. Now I have to wait until thursday until next service repair can be done. What an experience for a first time optimum customer! Im even considering switching my 5 lines of at&t mobile phones... I guess thats not happening now...

Account number [protected]
I was not told by phone rep of $80 fee on the initial call on 7/4/2020 and optimum has not resolved the complaint.
I was told the call was going to be listened to and a mgr would call me back.
It has been over 2 months.
This is ridiculous.
The customer service department leaves much to be desired.
Please follow up and provide me an answer.
Thank you.

Internet Spade is awful my kids are missing their zoom classes and they are absent because they can't log on because of our upload and download speed and we have the 400 speed best modem router I want my money back credit for this thing and time spent on the phone being disconnected and getting [censored]ing nowhere I'm outraged I'm filing a complaint with the Better Business Bureau as well as The attorney generals office!
Tara Doherty 23 Windwood Court wh ny [protected]