Optimum
reviews and complaints

I have spoken to Optimum several times regarding my billing. Each time they help temporarily and then my bill goes back up. Frankly I am very frustrated, especially in these trying times of this pandemic. I want to get my services to a manageable amount each month. I find it unfair that new customers are offered lower costs than Optimum's long, loyal customers. Shouldn't the loyal customers receive some reward for being long standing customers? If this is not corrected permanently, I will have no choice but to take my business elsewhere. Please contact me to resolve this issue at your earliest convenience. I can be reached by e-mail @ maria.[protected]@yahoo.com and my direct phone number is [protected].

After paying rental fees for years of a cable modem I decided to return it and buy my own. This was Feb 2020. Well, it is May 2020 and I'm still getting charge the $10 monthly rental fee for the modem that was returned months ago. After placing multiple calls to customer service (who were hard to understand and rude) all they tell me that they made "notes" in my account and assured me that the problem was resolved. Well, it was not and I keep getting charge for equipment that I don't even have. Since the local store is closed, I really can't do anything except keep calling (which does nothing to address the situation). How is this tyranny of single cable provider per town allowed? Why don't the monopoly laws apply here? Without competition to worry about Optimum (or any cable company) has no incentive to improve their service or even their customer satisfaction.

I have been trying for days to get in touch with a customer service person.

I am paying ridiculous prices and my internet is not working correctly or at all.

This is unacceptable.

Please have real person to contact me.

Veronica Garnto [protected].

I am a teacher and need this service to work correctly.

I also would like credit to my account for interrupted service.

I been calling cable customers service about 3 week, I have 4 boxes in my house, fist one box stop working, i did everything the guy told me and still is not working, a week went by with out me watching t.v. in my room. one week past and my other 3 box are not working either. I say let me calling again went i call i ask to speak to a manager and a supervisor the customer service told me there are not there. They excuse is that no technical support can't come because of the situation we are, i say so please let me take the box to your location the customers service say no, i have week without watching t.v. i believe if im pay my bill i deserve better.
Please call me at [protected] or email me at [protected]@yahoo.com
All i what is to watch t.v. and that your service be better. No one deserve to be treading like that in this time of need. Thank you so much. You know i dont what to leave you guy i really like it, is just ur phone customer service that dont know how to tread people. one of the customer service name was Joel.

I have been a long time customer and a disabled veteran. for the past 10 years I have placed my service on vacation hold from jan 2 to april 1. I have always called up the week before I leave to do that. This I had to come back in March for a day. I noticed that my service was never shut off. I immediately call you to notify you of the problem. After waiting on the phone I was told I never put my service on vacation hold. I explained that you can check and see that I have done that foe the past 10 years. I was told they will look into it and call me back. After waiting a week I called back and asked for a supervisor. I was told one will call me back. Again I waited for a week with no call back. I then called again this time I was told that there was no record of me requesting to be put on vacation hold. I told them when I called to see if they had a record of me calling. After checking they said I did make a call when I said I did. But there was no record about
vacation hold. I then asked them to listen to the tape of my call and they will see that I did put it on vacation hold. They said they would check and call me back. Well 2 months later I still have not heard back. I am being penalized for your customer service Rep not doing his job properly. I have made the same call for 10 years putting my service on vacation hold. I would appreciate somebody fixing this problem for me.
Gerald Albers - [protected] - Brooklyn NY

During this Covid-19 crisis, my father died (3/23/2020) in one of the hotspots of the virus. As a responsible adult and citizen, I contacted Optimum to inform them of his passing. I wanted the billing to stop...Well it can't stop until someone becomes the account holder. To do this they need the death certificate and the transfer form filled out and sent to them. As efficient as I was, it took 21 days "cradle to grave" to get titleship to his account, 4/21/2020.
Through this crisis, time is slow, money is scarce, and all Optimum stores are closed in the area. Long and behold, Optimum charges another billing cycle, April 8th-May 7th for $165.00. After two days of appealing their decision, I had no luck. Their policy could not waive the $165, I gave in and paid my fathers two billing cycles just around $300.

You would think Optimum would follow their pact they signed in regards to helping people during Covid 19, " "Keep Americans Connected Pledge" https://www.optimum.com/coronavirus. The money mongrels up at the top don't care about the spirit, just the green paper. Make peace by forgiving a billing cycle while families mourn a death rather than spend hours on the phone hoping that a senseless policy will not cause more hardships.

Cannot reach company to inform them of problem. Called twice and was told they would return call within 45 minutes. No return calls. Went to phone internet tried chat and nothing happened, it got stuck in loop.
This lost internet problem has happened more than 10 times within the last 2 years, where techs have come out and replaced the router numerous times, repaired cables and still it goes down

My cable guide was not working. Tech came and swapped my box. The problem was not resolved. Another Tech came without mask and gloves and insisted he needed to come in the house. But he also said he had never heard of the problem with my guide. He said someone would contact me. Four days went by I didn't hear from anybody. I called again another tech came. He came in my house after standing in the driveway talking with his partner not social distancing. This concerns me. He proceeded to make personal phone calls in my home. He wants to come up to my bedroom to check the box. I asked him if I could bring him the box because I can't disinfect carpeting. He insisted he needed to come in my bedroom. So then he went out to the outside box and disabled my bedroom upstairs box. Then he came in my house and told me that he disable the box because I was killing everyone else's kid reception. So I allowed him in my bedroom. he did not test the box he did not test the wire he simply came in my room wiggled the wire in the wall looked me in the face and said see that wasn't so bad was it?. I am the primary caregiver for 2 91-year-olds. Now your tech supervisor is telling me that I just have to live with it. He told me he was aware that the tech did not test the line because he was annoyed with me for being upset. So he admitted that he came into my bedroom simply to bully me with no intention of fixing the problem. I have already contacted frontier about swapping my service as soon as the pandemic allows

Yesterday 03/30/20 called optimum approx 2pm to find out what internet speed we were on because I couldnt see it anywhere on my account on line. I got a very rude operator called david apparently. Couldnt understand me, didnt seem to want to understand me and certainly was not interested in helping me. After repeating my name about 5 times I tried to explain that our internet was slow and I wanted to would like to know what speed we were on because they had increased in last year may when we had moved to a different company and they won us back with lower price and higher speed internet. His reply was something why are you ringing now nearly a year later?... Hello I just want to know what soeed we are on and if it was actually increased cos we certainly arent experiency any better quality! Eventually told me that was increased to 200 from 20, pretty unbelievable. Asked where I could find this on website and told me to look just look your not looking... Told him I was reading it and I offered to read the whole blummin page to him. I figured out that optimum 200 means were on 200 speed. He was like yes thats it, see your not reading it properly... Why did he not just tell me that in the first place? Obviously cos he didnt know. I asked if he had any customer care training to which the reply was... Not a word. Asked if there was anything else which he had done half way thru the call resulting in me shouting at him not to put the phone down... I asked him his name.. David... And I said "thanks for your help david, stay safe, goodbye"

In the middle of the COVID-9 pandemic Optimum wants to terminate my mother's cable service for unnecessary cable charges. Last month, my mother had a scheduled service appointment with Optimum, she waited for hours. Then she had to leave for her doctor's appointment to get her medication. At approximately 3:00 pm the technician came, and she was charged $84.00 by Optimum for a missed appointment. Yesterday, she noticed a message of the TV screen that if she does not pay her bill, service will be terminated. She just recently paid her cable bill. This entire situation have left my mother stressed that her cable service will be cut off.

For two days I'm been trying to reach Optimum customer service to resolve this issue, and no one have called me back.

Hi,
I've had some problems with my internet. Called tech support, they told me I have regular internet and I should upgrade service 400 Mbps so I did. That was in February, end of March I see no difference in internet. I call, they tell me I need a new modem because the one I have isn't equipped for the 400Mbps. I was told the extra cost of the 400Mbps was $10.00 my bill last month was $210.00 normally the bill is $160.00. You can't call to complain because the folks who answer the phone are outsourced as well and they certainly don't care. Optimum your service is horrible, but even more important there is no one to address this with, so it's ok to bill me every month and not fix YOUR problems. That is wrong and crappy business practice.

I currently work for Mr. Andre Walker I am trying to report his business for human trafficking we barely get paid and he was all the women for sex I have five family members currently working for him and he's refusing to pay for the tickets back home the thousands of miles away from home and we need help He is currently making us leave from California to the jack London to Colorado

I made a appointment to have my cable installed over a month ago the technician showed up on March 15th 2020 around 330 and was rude in a rush and racist and wouldn't wait for the super of the building to come open the communications closet n left before he came I ran outside to tell him that the super was actually here and he said he canceled it and I need to reschedule and pulled off and left I work from home and need my WiFi/ internet for work and school but am now going to be set back over a week do to this I'm very unhappy and need something done about this

On 3/9/2020, Fios service was installed in my home. I then called Optimum to disconnect service with them. I informed the first rep I spoke with that I already had new service with Fios installed. I answered his questions as to why I was dissatisfied with Optimum.
(I did not mix words describing my negative experiences with using Altice One for almost 3 years. I had placed several calls in recent months to get help resolving issues with my main box. Once I was told a supervisor would call me within 48 hours which never happened. On my third call, the support rep actually cared and set up a repair call without threatening my with an $80 charge. the repairman sent to my home was pleasant and did an excellent job, or so I thought, changing the line a the pole that squirrels ate. Unfortunately, the problem resurfaced the following morning.)
The retention department rep continued asking what he could offer to change my mind despite my repeating that I was not interested in continuing Optimum services, new Fios service was installed and I just wanted to terminate my Optimum service. After several frustrating minutes, I was told I needed to speak to a supervisor to continue the termination process. After a few minutes, another rep got on the phone to again ask me if I knew of different options Optimum could offer. This rep pushed too hard to steer the conversation away from disconnecting service. After 30 minutes on the phone, I became stern and stopped asking and demanded my service be disconnected. I was told not to tell him how to do his job and he continued with the quest of how to keep me an Optimum customer. He was told me if I continued talking the process would just take longer. I explained I had to take my elderly mother to the doctors and had no more time to speak with him. I needed my service terminated. He refused to agree and kept pounding away at alternatives. I finally hung up in frustration, vowing to never be an Optimum customer again and to share my experience with anyone who would listen.
On the brighter side, when I walked into the Optimum store to return my equipment and hoping to cancel service there, the woman who waited on my was pleasant, efficient and apologized for the rude behavior of the retention team. I was out of the store in under 5 minutes. Good riddens Optimum! Customer service reps are the face of your company. On at least two occasions, I encountered reps that became fresh and sarcastic when I became frustrated with their lack of understanding or willingness to help. Is this really the "face" you want to represent Optimum/Altice?

Optimum, the expirience I just had with uptimum is horable..!

After Optimum damage my home program while I asked for additional channels spent hours with me on the telephone never resolved the issue, I was informed they would send a techncian the next day it never happened, to technician no call from optimum . After two days I call back i was told they would come to my home that day betwenn 5 and 8 pm nevber come nor called the next day i called again frustraded asking for a supervisor, supervisor was not available I said i would hold supervisor never pick up my call ...! This is a disgrace Optimum should not be in businesss

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

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...