Optimum
Reviews and Complaints

At Optimums suggestion I switched from coaxial service to fiber optic service. They claimed it would be better and less expensive. I have had nothing but problems since the switch. I lose TV service in the middle of watching a show. I just lost all service for 3 days and a technician came today and fixed everything. I come home from work and only have TWO channels. I am told there is an outage. You literally have to beg for credit but they steal your money relentlessly.

We just bought a house and had a scheduled appointment for just wifi connection. Optimum sent a contractor to our house who came dressed as if he were ready for a night out in the town. He only had to install wifi for the internet! He looked around and noticed how long the job would take and since he’s a contractor and gets paid by the job and not by the hour and he didn’t want to get his brand new white sneakers and white shirt dirty he called in to dispatch to advise them that we wanted to “reschedule”. We got a call from dispatch and we advised we absolutely did not want to reschedule! We spoke to supervisors at optimum who were extremely rude from the second they got on the phone and they literally told us “well you’re not getting service today and that is it!” Now we have to wait 48 hrs because they put that there was an issue outside and maintenance needs to come which is such a waste of time and effort for the other workers who actually do their jobs appropriately! We do not need maintenance we just need cables tan for our internet. Such an easy job to do. Unfortunately we re forced to get optimum because of where we are living but Spectrum will always be my number one choice! I really want something done about this and my next letter and complaint will be to corporate.

I have been having issues with different channels being scrambled and getting error 200 throughout the day. Contacted optimum and they sent out a tech. Tech came out and said there was a bad wire outside. When he left the channels were no longer scrambled. Later that day we realized the phone was now down. Tried calling tech back and his voicemail was full. Sent text never heard back. Contacted customer support and they were no help. Scheduled a new tech, which is coming out today. Come to find out. The tech left the outside box open with a giant mess of wires. Channels are once again scrambled and now more channels are being scrambled. Phone is still down. When you ask for a credit for this mess that they caused you get the answer of “there was not a widespread outage so they cannot issue a credit”.

In Sept. 2021 I purchased a New Arris Modem on Ebay and returned the Optimum Moden I was renting to their Riverhead, NY store. This month I saw that I was still being charged for renting a modem. When I called I was told by Ray (an Associate) Lianne ( supervisor) and Sandy from Optimum Corperate Office in Jerico NY all said that Any Arris Modem purchased Anywhere, is considered Theirs and therefore subject to a monthly rental fee. I asked if the NEW Modem I purchased was Stolen? they said No, but it's still Ours. I asked if the Modem should say Property of Optimum anywhere on the modem, they said NO, but insisted it was still theirs and subject to rental fee. I saw that even today I could purchase a ARRIS Modem on Ebay, Walmart.com and Amazon. How can Optimum claim to own a moden I purchased.

I notified company on 5/19/23 to have service cancelled due to a move out of state. It was to be effective immediately I received a bill for billing period 5/21/23 -7/17/23 for $101.58. When I called customer service about it i was told I owed it because it was not disconnected during their "billing cycle" and as my account had been terminated they could not issue me a refund. It was on auto payment so they charged my credit card the $101.58. I explained I did not owe the payment as they did not provide me a service, but was still told they could not refund my money.

My wifi network simply disappeared. Upon calling the telephone support line,I was told that I had a faulty "router" and needed to exchange it. I had a ring doorbell installer on site which drove me to the Hauppauge store because my car was in the shop. Upon return, it was advised to "self install". I couldn't because I had no internet. After over 4 hours on the phone, I had to pick up my car. The next day I was told by a supervisor that my ticket would be closed even though the issues were worse and unresolvrd. I spent the good portion of my Sunday discussing and waiting patiently to have the new combo "router/modem" installed which i thought was just a router. So much confusion and 2 additional hors later i now had no land line phone service. Clearly there are no "experts" on the phone handling these issues. I finally called back to disconnect my entire services and to discuss with a supervisor where a technician was scheduled for the now 3rd day in trying to resolve what started as wifi network missing and unavailable. The technician Kevin Drake was superb but your on line customerb"service" is severely lacking. I think Optimum owes me for my over 6 hours on the phone and a trip to the store to exchange equipment that didn't need so causing every wifi device in my house to be unrecognized. My land lineb631-582-0363. Have a CEO phone me so I can detail all the issues that Optimum failed miserably on.

Thank you

Patricia Goodwin

I have been a costumer for over 2 years and its been nothing but issues. I needed a extension on a bill till my next pay check. This is the first time i have ever called and ask for a extension with this company. I spoke to a guy on 7/2/2023 and was informed that my service would not be interrupted before i got a pay check. I had called back on 7/3/2023 to make sure that it would not be interrupted. The supervisor i spoke with informed me that it would be disconnected 7/4/2023 something completely different then what i was told the day before. I also was informed that they could only give me a 5 day extension. I asked when the policy was changed and was told that it is posted on my bill that i get every month. I looked at my bill and all the fine print and not one time is it posted on my bill that they only give a 5 day extension. So im so confused how one person can tell me one thing then the next day its something completely different.

My situation occurred in February of 2021 I moved to a Newtown and optimum was then called sudden link they were the only service provider for my apartment complex when I first initial initiated business with them I chose to opt on a home phone Internet service and also cable I later found in about two months that the cable provided was not adequate enough for the price so I canceled about two months later after that I canceled the phone service because it was an old phone number that I kept getting bad calls from Mind you I am a work from home single parent mother so I had a income that was based solely on reliance for my household when I chose sudden link I was very disappointed with their service because it was blotchy I kept having bad pockets within the service there were days where there was no service and again I was paying top dollar for the top speeds that was a requirement for my job about eight months had gone by with this lapse in service but bill being paid in full and there was nothing that suddenly did about it they would send out the same technician who then moved into my apartment complex and had the same issues himself fast forward to today I have moved away from the property that I was living at and has been gone for about five months I called optimum in March to cancel the service they told me that it was canceled I wouldn't have to worry about it fast forward to May of this year when I received a text message saying that I had a total of over $400 that was due when I looked into it it was for a missing modem for the Internet and for a past due balance for service mind you I discontinued the service back in March today is Thursday June 29th I received a phone call telling me that a technician was on their way to resolve my issue again I'm not sure where the miscommunication came in but I no longer stayed at that property oh not to mention after the eight months of service in October I lost my job because of sudden links lapse in service for about a week I have gone through hell I ended up having to go to court because I did not have funds to pay for my rent due to me losing my job because of optimum now they are still continuing to harass me about a past due balance where it was their company's mistake for services that I no longer should have been receiving I don't know who I need to talk to about this but I'm looking into finding a lawyer! Not only were their bills paid but I lost my job I lost pay I ended up getting kicked out of my home with my daughter all by myself and they continued to harass me about charges that are not my responsibility run far if this is your only service provider! When I spoke to a representative this past Monday he told me that the balance was because of the missing modem I received a confirmation email on Wednesday stating that they received the equipment and that the credit would be back on my account then I got a text message saying that I owed a hundred and fifty nine dollars do you want to know what they told me that balance was from? they told me the past due balance of $19.77 had accrued all these late fees and now I was due a $140 to this company I am beyond irate at this point because I'm being harassed I have every single receipt that I need to prove that they have caused me nothing but trouble I have a book pamphlet from my job of why I got fired because I did not have adequate Internet service which was suddenly links issue now all of a sudden they're optimum. Since they will not conduct business in a proper way I will find someone to sue them because in my eyes I feel like that's what they want from me at this point they caused me so much pain and suffering from losing my job losing wages and having to be put out and taken to court because of not being able to pay my bills on time!

On June 21, my cable box stopped working. I contacted Optimum to attempt to resolve issue and the "technician" asked me for all my information, then asked to me unplug/plug back in box, and then decided that I needed to go exchange my box for a new at any store. I asked if I needed to make an appointment or anything, he said no, just to unplug box and go to the local store to exchange. On Friday morning, I was able to take the day off from work to go to the closest Optimum store. Upon arrival, I was told that they did not have my Altice All in One box to replace mine, and when I asked where I could go to get one, he stated he had no idea. He then proceeded to get me two boxes: one with a cable box, and one with a router. He also provided me with battery packs and cords, remote, batteries, a splitter, a coaxle cable, and a pamphlet. Once he printed the receipt, he told me to go home and "scan the QR code and follow the instructions to install the equipment". I laughed at how I needed to go home and play technician, and still pay for my bill at the end of the month. I walked to my car fuming, and decided to contact customer service to inquire where I could go get an Altice All in One box, seeing as space was limited, and all of this equipment was too much to place int he space at home. I chose not to leave the parking lot in the event I had to go back inside the store to leave this equipment. In speaking with Antoine, he stated that I "should NOT have removed the box; a technician should have come to do that". When I told him the direction I had been give by their technical department, he stated he didn't know why. Then I asked where I could go to locate an All in One box, and he placed me on hold, only to come back to tell me that they are "phasing those boxes out". Upon arriving home to play technician, I scanned the QR code and followed the instructions to the "T", only to have a screen pop up to contact the technical department, which I had the distinct honor of pseaking with "Omar", who was rude, nasty, and refused to help me complete the set up; after an hour, and me begging for him to transfer me to someone who was willing to help me, he hung up on me. I immediately called back, and got "Muhammed" on the line, who after hearing what Omar had done and not done to help me, was patient enough to walk me through having to set up a splitter, connect coaxle cables, and to dsicover that I was in need of yet another coaxle cable to finish the connection. I needed to go to the store to purchase one, and Muhammed agreed to call me back the next day, Saturday morning at 10AM when he shift started to make sure I was complete in my setup. He, in fact, kept his word, called me back, and we were able to connect the cable and ALL WAS FINE until this morning at 6:30AM. I was watching a news channel, and all of a sudden, the screen switched to read "You can be watching this channel in a few minutes if you call this 800 number to upgrade: this was happening on all channels. Now, you may be thinking, "was the bill paid"? Yes, it was all current and paid for. This was clearly a problem from their end. I called again to speak to someone from the technical department, only to speak to four different people, and get hung up on. To end this disgusting, abhorrent, and dismissive behavior from this company, I called back one more time to cancel my service. I also took time to file a complaint with the FCC, and file another complaint here. I was also advised to contact my State Attorney General.

Optimum has an issue with their 1 Gig Fiber Gateway- Optimum Outage number (CTS ID: 2650796) My landline phone cannot keep the time and date current. This issue has been open for a year. Optimum acknowledges it and claims to be working on it. I have tried complaining to them but nothing has been done. A tech came to our house and saw it. They offer a one time $5 credit.

a black male driving a white Optimum vehicle license plate number RTT9985, was making a service call next door to my home in Kings Manor Subdivision, he parked the vehicle partly blocking my driveway, I kindly asked how long he would be, he answered, Why?, and explained that he was blocking my driveway and he responded, " you have plenty of room, I don't have time for this I have work to do and walked off. I attempted several time to contact customer service no one answers. Finally after about 40 mins or so the driver came back out and got the vehicle and left.

Optimum should inform their drivers to not partly block other residence driveway for any amount of time as well as the street too. I live in a cul de sac, no vehicles would have been able to get around him..

I am not sure what work address is used, all I was able to do is get license palte number and name of the company on the side of the vehicle. He was working on the house next to me 27130 Kings March Ct, kingwood tx 77339

I spoke with outside sales agent from optimum on 6/5/2023. Agent too my order and scheduled my appointment for 6/10/2023, stating that is the earliest he can do. Tech came out to install on 6/10/2023, stated there is no light at the main box at the street and someone else will come back to fix it with 24 hours. With numerous amount of calls no one has been able to help and provide SLA as to when I will have the service. 5 days have passed and no one has reached out to me. Please let me know if you cannot install my services and activate it in next 24 hours I'll do else where as there are other options available. I cannot afford to be out of service as I work from home. This is completely unacceptable.

Suddenlink wasn't the greatest, but since the buyout/merger with Optimum they've gone off the deep end. Prices have skyrocketed and service has gone down the toilet. Frontline service personnel are nice but ill-equipped to handle anything...providing you can get to a human after a myriad of computer prompts. And, you talk to 4 different people, you get 4 different resolutions.

And, their ACP program for low income people is a joke. They fain participating, I suspect to keep the Feds off their backs, but they have it gamed to where you only save a little as opposed to what they advertise up front. Net result, you spend an inordinate amount of your precious time to save very little after being led to believe you could save a fair amount. STOP WASTING MY TIME!

Can't wait to dump them forever!

The lady on the phone talked over me wouldn't let me speak. Asked for a supervisor claimed it wasn't possible, but I knew it was finally she did it took her 40 minutes after already being on the phone for over an hour. They sent a new modem we hooked it all up correctly and the guy obviously didn't know what he was doing. Had the box turned on then all lights went off and claimed the modem is damaged when its not. Now we've been without internet that we paid for for almost 2 weeks now. They said there sending some Tuesday. This company isn't worth the headache definitely would not recommend to a single soul.

we are out of internet for 3 days. Optimum customers services are passing the ball from one department to another by just raising tickets and not solving the problem . We as loyal customers who are paying the price due to their mistake. This is affected our work as we work from home . We had no internet issue early but optimum kept on knocking doors at our house to change modem to fiber optic upgrade . Optimum technician came and messed the internet .he said it will take 1 hr but its been 3 days the issue is not resolved. Its like a dark road we don't know who will help us and whose door to knock at optimum who could get us out of this mess they have created.

Please do not let optimum guys touch your internet for fiber optic upgrade, they will disrupt your service.

Date: 6/12/23

To: Optimum Customer Relations/Customer Retention

Fm: Daniel Tobin, 7 Valemont Rd, Montvale, NJ 07645

Subject: Account # [protected]

To whom it may concern,

I am writing this as a courtesy to Optimum before I publish an associated editorial for our local newspaper.

For the past two months I have approached Optimum with the same problem; I have no IO Menu functions that allow to program title searches for subsequent DVD recording scheduling. The error code is SCH101.

1) 2) 3)

photos found in attachment

I have been assigned a couple of Optimum case #’s along the way, DSTX00178387213 and more recently, DSTX00178823511. During May 2023 an Optimum technician visited my home and declared there is nothing wrong with any related Optimum hardware inside my home. Rather, he said he would schedule an additional Optimum technician to inspect and possibly replace the outdoor pole to house connections. None of that happened. To date, Optimum personnel and Company remain perplexed and do not comprehend how to remedy error code SCH101. It appears the only remedy to this situation is to terminate Optimum and initiate a Verizon connection or some other Company that can deliver TV programming and functionality as promised.

Next week I will subscribe an editorial to our local Rockland, NY and Bergen, NJ county newspapers available in print and online to alert other unsuspecting or existing Optimum customers who may suffer from this expensive neglect and disservice.

With sincerest disappointment and regret towards Optimum abilities,

Daniel M. Tobin

[protected]@hotmail.com

[protected]

I have been without service for over a week. Every time I call, I get a different date. The last time I called, the customer service rep was actually laughing like it was a big joke. I work from home and need internet access in order to do my job. I have been a customer for almost 20 years and this is how I get treated? I'm beyond disgusted. If there were literally any other company in my service area I would have switched already.

I have had an Optimum email for 20 years. All of a sudden Thursday I try to log on and get an error message saying I don’t have an account. After hours of being on chat I was told my email was disabled. I have no idea why and no one can enable it. I had folders of personal information that if I had been told I’d never get back into them or my contacts to elk them that email would no longer be good I would have done something. But no one alerted me and now I have lost all that information. I find that to be inexcusable from such a large company

Starting on May 19th, 2023 I called customer service due to internet not working, phone time dealing with customer service from May 19th 2023 to June 6th 2023 and internet is still not working. I as the customer should not have to ask for a technician or tech support, internet has been going in and out for over 3 weeks and no remedy in this matter has been solved. Along with the fact that I did not receive the ACP program credits that I have been approved for August 18th, 2022 and then requailfied on October 13th, 2022, and also in November 7th, 2022 I filed my paperwork with Optimum and never received the credits to my account.

I received a call on Monday, May 22, 2023. Thought it looked like spam but answered it anyway. It was from a nice-sounding woman who spoke to me like she had known me for a while. Told me she wanted me to come back to Optimum. I explained I had no interest in making any changes at this time.

She pursued the matter, offering me this, that and the other. The way it was left was this: I very clearly stated I was not going to make a decision right away, at which time she agreed to call me on Friday, May 26, 2023. I DID NOT agree to any kind of an appointment whatsoever.

I have received several emails regarding the confirmation of an installation date of May 31, 2023. All of my phone calls and chats, which add to a substantial waste of precious time, have yielded yet another email this morning confirming my "Order" which I DID NOT PLACE. Not one of there employees - either in the chat or on the phone, seem to understand what CANCEL means.

Word to the wise - If you think a call is Spam, it probably is.