Optimum review: Help line lied about problems and refused servey

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Now we will proceed with some troubleshooting steps. If that doesn't work I will go ahead and look for the available option. Are you comfortable troubleshooting?
y
First lets check the wires on your Gateway/Modem. Can you make sure the wires are in good condition and that they are securely connected to the device? I' wait while you check.
Hi confirming we are still connected, do you need more time?
y
Please unplug the power cord from the wall outlet OR remove the cord from the back of the device. Count 10 seconds, then plug the device back in. It will take 3 to 4 minutes to restart and we can check to see if we have resolve your issue.
wires? its a you problem my end is always ****.
I can totally understand your situation.
its been restarted. check you end and report back the numbers you get. latenscy is crap
Whether the router is optimum issued or its your own router?
opt
Thank you for confirming. I am working on it.
It takes up to 4 minutes for the reboot to complete. Please bare with me.
k
Meanwhile, I would like to thank you for your loyalty been with us! And also, I would like to remind you that you can visit us at optimum.net and log in with your Optimum ID and password to view your bill, change/reset passwords, make payments, schedule payments, manage appointments, and much, much more.
after its complete
I am making some changes from my end.
Could you please check if its working fine now?
k
Thank you. Please take your time and let me know.
Hi confirming we are still connected, do you need more time?
still working on tests here
Now, let's reboot the router. Please unplug the router from the wall electrical outlet, wait 5 seconds, and plug it back in.
Let me know when you see the lights on the router, please.
just wait till im done here
No problem. Please take your time. I will be waiting for you.
what is the upload speed i have
Let me check.
20Mb.
is there any upgrades withOUT price changes
Let me check further.
I wish I could do the same for you.
If you want to change the plan the price will change.
no ty, I believe the mbs is working better. There were serval latency issues and droppen packets over the last 24 hours or so. I suppose Ill keep monitoring it through the week.
Thank you for your help.
I can totally understand your situation, how you must be feeling at the moment as I'm also a customer and I know how it.
Your understanding means a lot.
Have a Merry christmas and Happy new year.
Same to you.
If you still face this issue you can visit the nearest optimum store and swap your modem for free in a same day.
Once you got the new modem please contact us back so that we can activate the same for you.
We are available 24/7 to assist you.
Thank you for contacting Optimum. Take care.
Welcome to Optimum Chat, Rick! I'm Allie, your virtual assistant.
In a few words, describe how I can help, or choose from the list of topics below
Troubleshoot internet
Checking if there is a service outage in your area.

One moment please...
There are no outages in your area at the moment.
I'm currently checking your equipment, one moment...
I can see your equipment is online. What issue are you experiencing?
Slow speeds
I would like to try resetting your equipment from my end.

This may disconnect your devices and interrupt our chat for just a few moments, but we'll automatically reconnect once everything is back online.
The reboot should take 3 to 5 minutes to complete. Are you ready for me to start now?
Let's Start
Great! I'll start the reboot process.
I'm having trouble with your equipment. Let's get someone to help you.
While I connect you with an agent, here is the information I have about your account.

[protected]
Rick Murek
[protected]

9 ARNOLD CT
POMPTON PLAINS NJ 07444
You may receive a customer satisfaction survey via email after this conversation. Your honest feedback will help us to continually improve.
You're connected with Amelia
Hello Rick, thank you so much for contacting Optimum customer support. I would be more than happy to assist you today with your internet issue.
Could you please brief me more about your issue so that I can assist you better?
Hi confirming we are still connected, do you need more time?
Latency issies on your end. My side is 100% moden back is killing the service. Please do the leg work on your side and reset, regen or whatever you need to do. Tell me after your finish and ill run my system check on my side. High latency the last week or more.
Just to be on the same page you are facing no internet issue in all your devices?
Ready my message again.
I'm sorry you've had to deal with this. I know this has been a challenging experience for you Rick. Be assured I will resolve you issue at the end of this conversation. We'll figure this out together.
Just to be on the same page you are facing slow speed internet issue in all your devices?
Stop messaging me until after YOU DO MORE DILIGENCE ON YOUR SIDE, NO GO, FIX THE ISSUE
Rick, I can totally understand your point. But I am just assured the issue from my end.
Are you getting this issuein your whole home or some particular area?
Get a smarter supervisor please, your not learning
Be sure to send me the survey for your work
We definitely do not want our customers to have that experience. Being a customer myself I can imagine how difficult it must be for you

Please rest assured I'm here to support you, and together, we'll work through this issue.
Before moving further shall we quickly check if your email address and contact information is updated or not? Could you please help me with your preferred contact number and email address and if it's not updated then we can quickly update them after completing the verification process.
The email is the same as the information you'll find. In my login profile, get me a supervisor you're not capable of solving a problem
Get the supervisor
Have you contacted a supervisor
Are you having a hard time getting a supervisor or am I not making myself clear?Get a supervisor please
Should I return the equipment and cancel the service? Or are you going to get a supervisor on the line now
What is your name for my reference
i have already discuss your issue with my manager. He would suggest you the same thing.
Provide me your name and the name of the supervising manager
To proceed could you help me with your registered contact number or Email?
What is the email that I am logged in
What is the number I am calling from
What is the name of your managing supervisor and your name again?I am asking that same question to
Please answer my question again for the third time.I am asking you.What is your name and the name of the managing supervisor
Please answer my question and stop delaying this chat. You are not moving forward, you are negligent?And this needs to be brought to the corporate office
Rick, my name is Amelia.
What is the name of the supervising manag
Sorry not able to give you that informatation.
Who is the supervising manager on duty for you?Amelia
You have refuse to provide service and at this point I am requesting that you provide me the end of experienced survey so that I can rate you and forward this message over two corporate while I am on my way to the oakland office here in new jersey
Please allow me amoment.
I am still waiting for you to provide this. The end of experience survey so that this chat is can be discontinued after the content has been copied and moved out. I am very unhappy with your professionalism and your ability to solve a problem.Once again, I am asking you to please provide the end of experience survey as this chat is now no longer effective
I will transfer you now. Have a great day.
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