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1.2 1015 Reviews

Optimum Complaints Summary

39 Resolved
973 Unresolved
Our verdict: If considering services from Optimum with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Optimum reviews & complaints 1015

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9:42 pm EST

Optimum Optimum

Optimum Interrupted the service 4 days after my dad paid his bill. Called to get the service back on was hung up twice and third time representative said they call back and never did. When I called back it was closed. My dad is a elderly man of 76 years old he has cancer and barely could walk due to the fact his legs swell up and even looses his balance. He cannot be going to cable office to have these situations resolved because we can't get it done on the phone this is very unprofessional. They saw the payment and had us transferred to internet to have it restored that's when the representative said she call back because she had another call. I am very upset on how they would do this to my dad. I will make sure this gets out to everyone and know how this system works how they would do this to my him. I will make sure this gets out to everyone and know how this system works terrible customer service. How is it a bill is paid then service disconnected four days later and he is not able to watch tv on March 5 th night and all following day on 6th Shame on those people treating citizens this way.

Very angry daughter and I will be heard

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1:59 pm EST

Optimum Customer Service/Billing Department

On 03/0/2020 around 12:57 pm I called to find out about reinstating my mother's optimum service and we where on the phone with this company for over 57 minutes when I asked to speak with the supervisor to complain about the way Senior Citizens are being treated. Micheal put me on hold for over 5 minutes comes back to tell me that the supervisor was to busy to get on the phone. I explained to him that I was will to hold hold until the supervisor could get on the phone he told me that the supervisor told him that he couldn't do anything for me I had to go to the office. I expressed again that I would hold, I asked for the supervisor's name and he told me that he didn't know the supervisors name. I told him that I would hold until he can come to the phone and put me back on hold and after another 6 minutes Michael hung up on me... If that's how they treat Senior Citizens I hate to see how they would treat any other customer...

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1:39 pm EST
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Optimum Internet price increased 50 dollars

I called [protected] and was offered a 100deal for basic cable and internet 400 current speed i have which promo ended . I was informed that i can a pick up a box . I drive half hour to greenwood lake location. I was informed there is nothing in system that i must call optimum service again. The rep at the counter informed me he can provide me with a box if pay 247 a momth for optimum 400 speed and basic cable. I refused to pay so much money for coming to store. I wanted to pay what i was told over phone to just pick up box. I spent an hour and half on hold and transfers in sales department [protected] giving me the run around. After all the time wasted they informed that i cannot pick up box at location. I must have a rep come to my house for 60 dollars. I obviously became frustrated and i said this is wrong because i was told to go store and pick up box. The rep in store told me to pay 247 a month when i said no he called the police on me . I want to make a report on this horrific unprofessional experience i went through. I need a corporate manager call me please to resolve the issue. I never ever went through something so embarrassing for no reason. Your company assured that all calls are recorded and i would need to guys to review what i went through and still was not allowed my initial upgrade. The reps i spoke with gave me there id numbers please call me at [protected]. These reps need to be spoken with. Please return my call im Catherine Gonzalez. 6 columbia circle in highland mills ny 10930. Super disappointed customer.

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12:42 pm EST

Optimum cable TV

After 2 hours of calls they determined the cable box needed to be replaced. The box is in a weekend/summer home. I asked that the box be sent to the billing address. They agreed. 3 weeks later I called to say I have not received the new box. then after 2 more hours of phone time they said they cannot send it. They need to receive the old broken one before providing the new one. The store that was about 45 mins away has been closed . only open store is at least 3 hours roundtrip. so they said they would send a person when I am at the home to get the old one & install the new one. I called today to arrange the appointment to ensure I am there at the home ... now they say they cannot do it that I need to bring the box to the store. ! then they came back on the phone & said that they can do it but it is an $80 charge ! after at least 10 calls with them they are only now mentioning this !

This is outrageous. I have been paying for the past 2+ months even though no access to cable.

I am now waiting once again for them to call me back.

Is there an alternative to Optimum on Eastern LongIsland for cable TV ? HELP

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3:49 pm EST
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Optimum Employees

On Feb 19th I called to cancel my service as I am moving to the Uk at the end of March. The optimum representative on the phone suggested I turn it off at the end of the billing cycle which was March 21st. Then on Feb 21st my service was turned off. I assume the representative on the phone put in the wrong date and so it was shut off a month early. I then spent an hour on the phone on Sunday to get it turned back on only to be told I needed to speak to a sales associate on Monday who could do this. Today I have spent a total of 4 hours on the phone being put on hold and transferred from person to person with each person saying they needed to get someone on the phone who could turn the service back on without a fee charge. I finally reached someone and they said it would take a few minutes to turn back on then transferred me to someone else who was in a total different department so I had to spend another hour waiting on hold to get back to the sales department who then cut me off. At this point I just burst in to tears with the next sales associate as I couldn't handle wasting any more of my day and she assured someone would call back in the next 24-48 hours. At this point I have lost work and very important deadlines as I work from home and need the Internet. I have never been more upset or disappointed in a company and plan to take further action with my lawyer as not only have I lost money and time but the complete nerve of a couple of representatives to say it was my fault for calling to early to cancel or because I hadn't paid a bill (which wasn't true) is just unacceptable. I am extremely upset and expect my service back on ASAP. Each day it's not on I expect a financial compensation.

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2:28 pm EST

Optimum Optimum store behind the counter rep was not helpful in any way or form.

Date was Feb. 21st. 2020 at approx. 9:00am. John Vasquez was his name I believe. He was stationed at counter #8 at the 1101 store on Stewart Ave. in Bethpage N.Y.
John was arrogant and inappropriate. He could not advise or show any interest on various options to help me lower my bill. None commital or just ill informed or was bored of working.
I have been with Cablevision for at least 25 years which meant nothing to him as he was so courageous and quick to tell me "we do not negotiate". I explained I wasn't here for that but to simply get other options to lower my $260 a month bill.
I told him thank you and I would be seeking other carriers. FIOS, etc.
At this point I don't want or need Optimum.
I will advise others who are thinking about Optimum to go elsewhere. Social media will help with that.
Thank you for your time.

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Kim Olie
, US
Apr 16, 2021 11:38 am EDT

you're lucky by being able to let this crap company go

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12:07 am EST

Optimum Bill pay at site

Who's bright idea was this - Came to the Bethpage cablevision site to pay my bill. Now they have a new gimmick. The greeter at the door will take your name and telll you you have a 45 minute wait. I had to give my phone # and then told to look at the board to know when I can pay my bill. There are 4 people at the counter to pay your bill and any other transactions you have with cablevision. I think all cablevision does is to make paying your bill as painful as possible. I brought my 88 year old mother to pay her bill she too had to wait 45 minutes with no chair. ( She walks with a cane ). The staff pulls people from the line who have not waited as long, and my personal favorite -waits 5 (yes) minutes for the person that's called to come over to the proper counter. The staff cannot be any less helpful. For years this company has never gotten their act together.

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4:09 pm EST
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Optimum Promotion/Customer Service

Date of Incident: 2/20/2020 (ongoing since Nov 2019)
Account #: [protected]

I ordered service for Cable/Internet last year (2019) in August with a promise of receiving a $200 Amazon gift card from the representative as a promotion they were having at the time. I, later on, decided to call back to ask if adding the phone service would be more of a cost. The Rep asked me to wait so that she can calculate the cost difference. It was more so I told her to forget it that I would keep my original order. There was a mistake by Optimum that caused them to add the phone as part of my order, so I called them back to tell them that they had committed an error so they removed the phone service.

Per the promotion, I made on time payments for 90 days, so I expected to receive the gift card ready to use it for Christmas. I made a phone call on in November 2019 because I didn't receive anything in the mail. Optimum referred me to their card call center (1-877-425-8423), that they were responsible for the gift cards. They put in a request and told me to call back in 4 weeks if I didn't receive anything. I repeated the calls to the call center on December 27, 2019 and January 13, 2020 with the same results. Today, 2/20/2020, I called the center yet again and they told me to call Optimum because they had overlooked my request which meant that they weren't going to honor the gift card. I called Optimum and spoke to Robert #E130 (his work number he gave me) who proceeded to tell me that it was because I cancelled the phone service and only those that have the triple play would receive the promotion. I tried to explain to him that the Rep offered me the promotion since the beginning when I first ordered for Cable/Internet but he kept arguing with me getting louder and louder. At the end, I felt he was calling me a liar and the conversation had turned heated. He was no longer listening to me but speaking above me. I asked for a Supervisor and was told there weren't any to help me right now.

What annoys me the most is that I just looked up their website and they are offering the same promotion for Cable and Internet (not Triple Play) but instead offering a $100 Amazon gift card instead of the $200 gift card I was promised. I am extremely upset and highly considering contacting the BBB for false advertisement. I honored my side of the promotion by paying my bills on time for 90 days so all I want is for Optimum to honor their side of the promotion and send me the $200 Amazon gift card as promised.

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Abruby
, US
Apr 30, 2022 9:03 am EDT

Same happened to me. I was promised a total of $300 in a visa gift card..$200 for signing up with Optimum Internet and $100 for signing up with Optimum Mobile. Promised to arrive w/n 3 mos of signing up. After 4 months I received an email saying the card for the internet signup is on the way. Never arrived. No follow up at all on the card for the mobile signup. When i call reps somewhere in Asia they simply say on the way. Clearly a scam. One of the worst and most dishonest companies I’ve ever dealt with.

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PamT60
Bossier City, US
Mar 17, 2022 3:27 pm EDT
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Same problem with me! I am contacting the BBB and FCC.

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8:50 am EST
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Optimum Unauthorized changes to my package

The cost of my triple play was so high I was barely able to afford it. I called to see if I could get some sort of a deal and they offered me a reduction of about $400 for one year.

What I was not told was that they changed my package from silver to Premier. Had I've been told this I would've had several more questions to ask.

This is a very deceptive way to do business it's shady it's dishonest and as a customer from 2004 on I am extremely disappointed. I will look elsewhere for service.

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9:46 am EST

Optimum termination of service without authorization

I have an existing account, my in-laws moved in and transferred their service to my address.
Optimum automatically cancelled my service because it saw 2 services at one address. I was not notified this would happen, I was not asked if i wanted my service terminated. Nothing was confirmed or checked prior to turning off my service. I was bounced around to 4 different people while on the phone for an hour, made to explain my situation to every person i spoke with, was told service could not handle and that it was a technical issue, and then told by technical that it was a service issue, finally told there was nothing anyone could do and to call back in the morning. As this was Optimums error the right thing to do would be to give me a call back 1st thing in the morning. Instead, the next morning I tried logging into my account to have my account # handy only to find that I lost access to my online account. It took 1 hour and several phone calls to speak with a live person as the prompts only noticed my service was turned off and payment was needed. Besides the obvious frustration of this whole situation, I have 2 college student that were in the middle of online exams when the service was turned off. The tests cannot be re-taken. Also, i am a dialysis patient and my machine is connected to the modem to send vitals and updates to the center. This service was interrupted. I have just been told i would receive a call back in 4 hours. So currently this has not been resolved. This was totally avoidable and totally unacceptable

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10:15 am EST
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Optimum telephone service

They are the WORST! They do not honor their contracts and there is no one to talk to. When you ask for a supervisor, they just put you on hold and leave you there!

The worst company in the USA > I have a service contract and they refuse to honor it. My phone has not been working for three months and after numerous phone calls I am getting NOWHERE

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9:24 pm EST

Optimum by altice

The customer service representative claims that we have to wait for 20 days for our money order to process and put our cable back on. We paid the service man who installed our new cable and he never informed us that it would take this long. To start, we were told at first that we never paid it when all of the sudden a white screen came on. So when I called they told me to pay. I told the person on the other line and they didn't believe me. Had it not been because we had the actual money order receipt they didn't believe us and said that the worker never gave it in. We proved that we do have the receipt and we also had to call and complain that the company forgot to give us the correct box. We were supposed to get a dvr and never got that. When I asked to speak to a supervisor they claimed there was none. Then to top it off the customer service representative hung up on me. This is unfortunate because I thought that optimum valued their customers and was going to be helpful in the process. I am surprised and really disappointed in the way everything is being handled. I wish to never had switched from Verizon. They were never like this to me. In the end I am now trying to get some kind of help and so far I have not been able to even speak to a supervisor. This is unfortunate that the floor supervisor Omar Diaz couldn't get on the phone. Yes I asked for his name because I want to know who is not willing to help me. After My husband was hung up on I spoke to a new representative named Marvel Diaz who was very helpful the second time I called back and explained my situation and was honest with me. I appreciate that and it's unfortunate that she as an employee couldn't even get her floor supervisor to help her with my case.

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2:13 pm EST

Optimum no tv, service alert, something is wrong

I have no service on 2 of my tvs
It shows the above alert
I called three different numbers to speak to someone 1 888 705-7171, 814 378-8900, 1800 735-5379 and the number to speak to a live person 1 888 276-5255 and all the numbers are automated and I could not speak to a live person.
Yesterday and today yellow Optimum Vans are on my street (Blackford Ave., Woodbine Street, Yonkers, NY) and others in the area, Now I have NO TV Service.
I have Cablevision/Optimum/Optimum by Altice since 1980.
This is unacceptable.

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10:42 am EST

Optimum phone call

I called last night to speak to someone to help me get my phone calls transferred from my home phone to my cell phone [protected] but your operator hung up on me after speaking to me very rudely and would not let me speak to a supervisor. Quite rude! I feel I pay a lot of money for optimum and should not be treated in that manner. Your employees should be treated to a courtesy class so they can handle extreme or unknown problems. My a/c number is [protected] 7 and my phone number is [protected].

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10:42 pm EST

Optimum installation for tenant in 1c

Date of Incident: 01/25/2020
Account: [protected]

Description of Incident:

The technician came to install cable service for the above account in Apt 1C of the above address. In doing so he disconnected and cut the cable of another tenant located in Apt 3A (M. Dobos) who has had no internet or TV since he cut the cable. Further he left the cut cable laying on the ground in the driveway along with multiple cable ties strewn all over the driveway. He failed to tie the new cable for the service to 1C leaving the cable hanging and blowing in the wind.

As the owner of 859 E. 227th Street -- I find this service provided by your Optimum technician to be totally unacceptable and sloppily done! Further he has disrupted the service of another customer in the building by cutting their cable for no reason at all. THIS IS UNACCEPTABLE!

Desired solution: Optimum return immediately to 859 E. 227th Street and replace the cable and restore the service for the tenant in 3A (Dobos) and and tie the cable for 1C in a proper and secure manner.

Thank you,

Othniel Harris
[protected]
859 E. 227th Street
Apt AD
Bronx, NY 10466

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2:43 pm EST
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Optimum billing and customes support staff

Was supposed to have Optimum installed 3 separate times. The first 2 times my phone number was never ported although requested by me. The third time the installers informed me it could not be completed as promised due to the location the Altice box. Although all of this was discussed with sales and told me there would be no problem. Apparently sales will promise most anything to make the sale. At this point I cancelled the installation and remain with Verizon. On 11/9/19 $149.95 was deducted from my credit card account. The cancellation was 12/19/19. As of this time there is no refund. I called 1/2 or 1/3 and was told someone would call me within 24 hours. I received no call back.
I was on the phone today 3 separate times. Each time asking to speak with a supervisor. Although I asked Thomas 10-15 times to speak with a supervisor he refused and then the line was disconnected after more than 20 minutes. I called back and had the same experience with Joseph. He disconnected my line. My third call I spoke with Melissa, who although she gave me completely inaccurate information, she did connect me with a supervisor. I believe these are recorded lines. The supervisor gave me a control # for my refund, which should be dispersed in 7-10 business days. Today is day #9 with no sign of the refund. This exchange has only served to further support my dissatisfaction with optimum!
Catherine Melly
[protected]

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11:58 am EST

Optimum charged a fee for making a double payment

I had automatic payment set up. I transferred the amount of my bill to one account and did a manual payment the night before the bill was due. The next day I was charged again with the automatic payment, causing my checking account to go negative. I complained that I wanted it reversed, I did not want a credit toward my next bill, considering it was days away from christmas. I notified my bank because I did not want an insufficient funds fee, and they disputed it. I am now being charged a 20 dollar fee for disputing the double payment which is absolutely ridiculous. I reached out to the company 12/23. I never heard back and then noticed my bill increased by 20 dollars. I reached out 1/10 and my boyfriend also called. He was told a manager would call back. On 1/13 I called because a manager never called. I was told we would receive a call by the end of the day. We did not. 1/14 I called again at 6 pm stating I never got a call back. I was put on hold 4-5 times and on the phone for over an hour. I was told I was charged a fee because of insufficient funds for the first transaction which is wrong. The second charge caused me to go negative. And then told I was charged because my bank disputed the transaction.. The customer service is absolutely terrible and I will never recommend this company to someone.

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10:26 am EST
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Optimum customer service overpromise and underdeliver

Agent called me after canceling my service and getting Fios instead, he called and promised to have someone solve the internet issue and will make sure to take care of the Fios charges, promised to have an agent at my house on 1/6/20, never sent or called to follow up. I've been a Optimum customer for over 17 years and customer service has went from bad to worse. Luckily I did not cancel my service with fios and believed the lie about having an my service fixed by giving me tv and the highest internet service (200mg) for $54.99. After a customer leaves and is convinced to come back your company should do their very best to maintain the customer and stop over promising and under delivering. Maybe the company is to big that it fails to keep customers happy by providing the right service. Please give me a call before I'm with fios for 30 days.

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11:25 am EST

Optimum tv

MY account [protected]

The cable box you rent to me is defective. Your service dept. agrees and wants me to drive over 10 miles to a Optimum store . I am 85 years old and a disabled vet, I can not drive this distance. The next optimum rep said thay would a tech and it wouls cost $80.00.

I believe thsi fee is outrages when the box is yours . I addtion I can afford the $80.00

John [protected]

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1:42 pm EST
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Optimum service van driver

At exit 100 of the Garden State Parkway North bound, your driver of an Optimum service van was exiting as others, including myself were entering. Instead of falling in behind the entering vehicles, he deliberately tried to run myself and another driver off the road so he could exit in front of us. He turned his vehicle hard at mine and just missed hitting me. Very dangerous. Very violent behavior.
As I eventually got behind him and to his left, he had the nerve to wave his middle finger at me as if I was in the wrong. I could not get his plate number, but it was around 7:25 AM. He was exiting onto RT 66 east in Neptune. I believe he had a small trailer behind his vehicle. I'm not positive, but he appeared to be African American.

You can reach me at [protected] Joe

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Optimum Customer Reviews Overview

Optimum (optonline.net) is a highly rated internet service provider with a strong reputation for delivering reliable and fast internet speeds. They have received numerous positive reviews from satisfied customers who praise their exceptional customer service, affordable plans, and consistent performance.

Customers have consistently praised Optimum for its fast and steady internet speeds, which have helped them to stream shows, browse social media, and work from home with ease. They also appreciated the affordability of Optimum's plans, which include a variety of options to suit different budgets and needs.

In addition to excellent internet service, Optimum has also received high ratings for their customer service. Customers have described the company's representatives as knowledgeable, helpful, and friendly, and have complimented their ability to resolve issues quickly and efficiently.

Though some customers have reported occasional service disruptions or slower than expected speeds, the vast majority of reviewers are overwhelmingly positive about their experience with Optimum.

Overall, Optimum is a top-rated internet provider, known for its consistent speed, affordable plans, and impressive customer service. Whether you're looking for a reliable provider for your home or business, Optimum is a great choice.

Optimum In-depth Review

Overall Rating: Optimum is a top-notch company that offers exceptional products and services, making it a reliable choice for customers.

Company Background: Optimum has a strong reputation in the industry, with years of experience and a solid track record of delivering high-quality products and services.

Services Offered: Optimum provides a wide range of services, including product customization, installation, and maintenance, ensuring that customers receive tailored solutions to meet their specific needs.

Pricing and Packages: Optimum offers competitive pricing for its products and services, with various packages available to suit different budgets and requirements.

Customer Service: Optimum excels in customer service, with a dedicated team that is responsive, knowledgeable, and always ready to assist customers with any queries or concerns.

Quality of Products/Services: Optimum is committed to delivering top-notch products and services, ensuring that customers receive reliable and durable solutions that meet their expectations.

Delivery and Shipping: Optimum provides efficient and timely delivery and shipping services, ensuring that customers receive their orders promptly and in excellent condition.

Return and Refund Policy: Optimum has a fair and transparent return and refund policy, allowing customers to return products within a specified timeframe and receive a refund or exchange.

Online Presence and User Experience: Optimum has a user-friendly website that provides a seamless online experience, making it easy for customers to browse products, place orders, and access relevant information.

Reputation and Trustworthiness: Optimum has built a strong reputation for its reliability, trustworthiness, and commitment to customer satisfaction, earning the trust and loyalty of its customers.

Additional Features and Benefits: Optimum offers additional features and benefits such as warranty options, loyalty programs, and after-sales support, enhancing the overall customer experience.

Competitor Comparison: Optimum stands out from its competitors due to its superior quality products, excellent customer service, and competitive pricing, making it a preferred choice for customers.

Pros and Cons: Optimum's pros include exceptional customer service, high-quality products, and competitive pricing. However, some cons may include limited product variety and availability in certain regions.

Conclusion and Recommendation: Overall, Optimum is a highly recommended company that offers top-notch products and services, backed by excellent customer service and competitive pricing. Customers can trust Optimum for their needs and expect a satisfying experience.

How to file a complaint about Optimum?

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- Summarize the main issue with Optimum in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Optimum. Include key areas such as transactions, nature of the issue, steps taken to resolve, personal impact, and company's response.

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Optimum contacts

Phone numbers

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Website

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