Optimum
reviews and complaints

Where do I start. All I can say is my 12 year old received the disappointment of his life when optimum failed to install what could have been his birthday gift all because of a technician by the name of Angel. On Saturday, my boy was up excited waiting all day to finally get a big part of his gift. My boy was getting ready to go on BBB to report his disappointment. We could of had the service installed but instead of working with me, the technician promised me something that was never going to happen. I called the CEO and left a message on his voice mail asking that someone please get back to us. I could have easily gone with DTV but instead I want to give my business to optimum. My advice to your company is the following: Dispatch has to stop telling customers that even with your evening window, the evening service Is not really promised because you barely have any techs to go out there. Also, dispatch shouldn't schedule evening Windows when that service is not available as promised. You falsely advertised a non existent service and disappointed my kid as he was waiting for the completion of his birthday gift. I really hope that someone gets back to us. Sincerely, angry and irate parent Barbara Florenzan

We lost service on Monday for no apparent reason. So we called to try and resolve our issue and went thru a bunch of steps to try and fix the issue but to no avail...so they said they would have to send a tech and the only day they can send someone out was Thursday...obviously we weren't to happy to have to wait that long but had no choice...my wife just had surgery and has to work from home for the company she works for..so we are actually losing pay because of optimum not sending someone sooner...so today is Thursday and nobody shows up and we again call and find out that the person we spoke to on Monday(Sandy) never made the appointment...so now we have no one coming to our house at all and since optimum is so busy we have to wait another week..it's just not fair that they treat us like this...not one person has called us to apologize or try to resolve our issue..it's ridiculous...plz help with this matter...I'm left to try and get help from a local reporter to try and make this public..again plz help us

We discontinued our service and was told we need to turn in the router they provide. We brought everything in to return it that was all plugged in together. We kept everything plugged together. We had our own router that we were using prior to receiving service from this company. Now we are having to pay for a router that we never received. We were told that the installer wrote on paperwork that a router was installed but we have nothing. Terrible customer service. We should not be paying for something we don't have. they are charging us $79 for this router. We have no idea what happened to the router. All we know is that we never had the router to begin with. Wonder if installer gave it to someone else to use? All we know is that the tech that came out to install everything never installed the router. There was no ethernet cable connected to another router like the company tried to tell us.

Optimum increased the fees for Internet/TV/Phone package and my automatic monthly bank payment was short of the increased fee which I am not aware of and didn't change the autopay in my bank. My service got disconnected and reconnected. The fees for that automatic one second reconnecting is $35, every piece of equipment from Optimum levied a fee - tv box, modem and phone service. I called customer service and explained the situation and I was told there is no refund for the $35.

This is a total ripoff and unethical and unfair billing. Imagine Optimum charged every customer like me a fee of $35 for that month, I bet there are many who didn't know the fee increase. Regulators should look into this and Optimum should take care of its customers rather than ripping them off with high reconnecting fees.

If only there is another service in my area which there isn't. This kind of monopoly is hurting consumers.

I have attempted to speak with customer service managers empowered to address my questions / issues. The automated response systems keep you in "loops" of recorded messages. When I was finally able to speak to a customer service representative, he was not able to address my issue and said a manager was "in a meeting". He agreed to have the manager call me; I never received a call back.

This same scenario occurred 3 times over 2 weeks. I spend more than an hour trying to speak with someone to resolve my issues.

Optimum / altice "process" is to continue adding / accruing fees, even when the error is on their part. They then refuse to reverse / credit the fees. They keep their customers hostage until you pay their excessive and exorbitant fees.

Avoid them at all costs; there are better services available everywhere now.

Optimum has doubled the cost of my modem use. and I have no explanation for this. And received no notification of the doubling of the modem rental. I did an online search and read an online article from 2017 ( this is June 2018) about optimumum charging for a modem service tr those who have had free moden rental service. I've been paying modem rental in 2017 And likely before 2017.

I've gotten nowhere trying to contact Optimum to get an explanation. Online a an automatic chat was not fruitful. Only explanation is that the charge was increased for those who were grandfathered and did not pay for the modem. I called the toll free number, selected billing, onlyto hear an automated message with my bill amount. I dialed again tried to get an operator and stayed on hold too long.
I've been using the same modem for years. Not sure why I should be paying double the monthly fee for an old modem.

I called optimum today to cancel my account because their prices have increased drastically. I switched to Fios because I was told of optimum increasing their fees so often. The representative told me that I have to pay the entire bill for the month of June 8-July 7. Why do I have to pay this bill when I don't want the services effective today?! This makes no sense to me.

Horrible service! We moved into our new home and decided to go with your company as our provider. When the service was first installed no one mentioned we had the old wires (we were still doing some construction work and could have run proper cable wires through the walls). Sure enough, 3 months later our service was interrupted. Two guys were sent to our home to find out the problem. 2 hours later they managed to have one tv to work and said we needed to hire an electrician to run proper cables for the new boxes. They left saying someone ‘passed the buck' when they first installed the service. We hired an electrician to fix the wiring problem ($400). Yesterday (Friday, June 8 2018) we had an ‘emergency appointment from 5-8pm) At 8:30 pm we called Optimum (Cablevision, Altice...) to alert them that we were STILL waiting for the guys to show up. At 8:45 pm we called again ... all the while no one bothered to call us to inform that they were running late, or that they weren't going to make it. After spending the next hour and a half on the phone explaining our situation, a ‘manager' got on the phone and thought it would be appropriate to give us a major attitude bc he could see that we have internet and one of our 3 TVs working (apparently, he thought we were exaggerating our issue, and that it was ok to sit around on a Friday evening waiting for technicians that never bothered to show up or call). Call center couldn't get a hold of the dispatcher so this person could call the technicians to find out if they were going to make the appointment. No courtesy call! How is it ok to install new boxes using old wires that cannot handle the new system? How could the call center not communicate with dispatcher to find out why technicians are not making their appointment? They didn't offer to send technicians to our home THE NEXT DAY, instead we had to make an appointment for Sunday, otherwise they cannot come until Thursday. How is this company providing QUALITY service to its customers? Awful service, to say the least!

On Tuesday, June 5th at 7:30am I requested a temporary email password which did not arrive until 5:15pm. I was able to login to my email on my phone but I was not prompted to change my password. I attempted to login to my email today but was once again prompted for a password. I could not use the temp password from Tuesday and had to request a new temp password. I requested the password around 7:00am but by 7:15 it still had not come in. I contacted your Customer Service Center to request help in resetting my email password and was met with nothing but phone prompt after phone prompt. By the time I got to a live person I was very frustrated and explained to the Rep how annoyed I was not only with the ridiculous time delay at receiving a temp password but how difficult it was getting to a live person. I expressed to Roberto/Alberto (not sure of his name any longer) my frustration with my Optimum experience and asked him for assistance in resetting my email password. He started off extremely rude and insulting (as if I was personally insulting his child or something) very aggressive and off putting. He told me I had to get my husband's permission to reset my OWN EMAIL PASSOWRD! Is your company living in the 1800's? I was not asking for account information or service changes or anything, JUST HELP ME REET MY PERSONAL EMAIL PASSOWRD. He was such a jerk in his words and manner and told me it was not my email but my husbands because he was the account holder. I asked to speak with a manger and he refused to transfer my call stating "no one will help you here" - ARE YOU KIDDING ME! In the end I disconnected the call because I was insulted and verbally abused enough for one day.
1. I want a call back from his manager with an explanation as to why Optimum feels it's ok to speak to customer in that manner. I work customer service and it is NEVER acceptable to speak to anyone the way he spoke to me. I can be reached at [protected].
2. I will NOT go to my husband and ask his permission to reset my email password. Get out of the 18th century and with the program.
3. You can change the account from my husbands' name to my name. Who do you think pays your bill? It's amazing you have never returned a payment because I didn't get my husbands permission to make the payment.

I called optimum to ask upon what services is it that they decided to charge a service call fee. First the automated system after I selected that I had a billing question the automated person proceeded to say their recorded message and then ended the call when that's not what I needed to know. Called again entered the telephone number associated with the account, waited on hold due to high call volume, when I finally got a live person first thing I did was give her my name then I tried asking the question I had about my bill and she did not understand. I asked for a supervisor she asked for my account number gave it to her, if I said it to fast for her she did not ask me to repeat the account number. She proceeded to ask me my name which I had already given her my name, after this the representative hung up and if the case was that the call disconnected she had my contact info and the called could have been returned since I had to wait due their high call volume. But no I called again and wanted to automatically speak to a supervisor, again waited on hold due to high call volume i did explain to the representative that I wanted a supervisor more so not so much for the billing question but due to the prior representative hanging up and not returning the call. This representative did not ask for my account number all she asked was for my name and address that I provided. Not sure why the prior representative asked for the account number that was given to her and ended up hanging up. I explain to her that I wanted a supervisor due to the prior phone call, she did want to help me but I was frustrated due to waiting on hold and having to call 3 times. The supervisor was not available right away so I waited longer on hold, the representative did come back to apologize and let me know she was still trying to find one. When the supervisor was available the person was not trying to directly talk to me kept communicating through the representative as in what did I want him to do file the complaint or if he wanted them to listen to the phone conversation from the prior representative, which I thought was unprofessional if the supervisor was there. I am to the point that I will disconnect my services with them. And if a supervisor doesn't want to deal with customer issues he shouldn't be a supervisor.

Once again I am having connectivity issues with Optimums internet, this has happened several times in the last year, once for 4 months straight. This is unacceptable especially since my husband uses the internet for work. Well I just about had it, today we lost complete internet access and Optimum can't send anybody out until Friday! This is completely and utterly unacceptable. So basically they are not providing me with a service that I am paying for which they state they will compensate me for but if my husband can't connect to the internet he can not do his work and he will not be paid, is Optimum going to compensate his loss...absolutley not. So now I am diligently fighting for a tech to be sent out today! This is extremely poor customer service and I will be looking to cancel my internet with them that I'm not even getting anyway if they can't resolve my issues today.

My children, ages 3 and 6 ordered about 8 cartoons and I didnt notice until my latest bill. When I contacted ELVIS via chat, he tells me that he can verify that the movies were ordered and watched. How can he verify that 2 hyperactive kids with ADHD actually sat there and watched the cartoons. I asked for a 1 time credit since I am on a tight budget and what I get offered is stars for free for 3 months. WHAT IS THIS? Is Optimum really willing to lose a customer over 38 dollars?

MS CATHRYN KAIFA
Account Number: [protected]
I initially called your company to discontinue my services in February, it was not discontinued. At that time I was informed that bill could not be prorated for a discontinuance of service. I would be billed through the cycle ending on the 6th of the month. I was informed that a reduction in service could be prorated. We reduced my service for the remainder of the billing cycle, to internet only; with the order for disconnect at the end of the current billing cycle. I went forward and contracted internet only service with FIOS service to begin March 7th. Optimum billing continued despite my two requests and expressed desire to disconnect / discontinue. Optimum now has my account in collections. Thought I do not owe your company the amount being charged, as a good faith gesture, today I made a $60 payment on the $200 invoice.
I am requesting a review of my account and an adjustment to my final bill.

Are you people that hard up now that you have to put "Info-mercials" on the News 12 Weather channel between 12am-6am. Some folks work midnight, rotating shifts, need the weather forecast before they go to work at 4-5am. This is channel 61 in NJ.
Same channel during the afternoon you also air Long Island High School Lacrosse/Basketball in the evening.
WHO CARES ABOUT THIS, we live in NJ not Long Island? You don't have any local channels that this can be broadcast on?
If this continues, I will be switching to Verizon Fios which is currently being Installed in my building!

I am not paying to watch any more "Info-mercials"!

I wanted to switch back to my old box. The customer representative talked me out of it. I'm very annoyed. If I want the old box back it should be my choice. He was very rude!
Can someone please help me get my old boxes back?
I feel it is my choice as a customer (for many years) to switch back to the old box. I had no problems with it. This new box, I don't like it. I've had too many problems with this one.
As of right now, I'm having an issue with the remote.
I need and want the old box back!
Thank you

A simple request to change my Logon ID for the Optimum Online account requires me to be home. They request all the hardware serial numbers in order to apparently, validate the account? I was already logged in to my account, and submitted an online chat request, and provided details regarding the account already for them to have access into it (validation enough?), then they claimed an inability to assist because I was not home and able to provide the serial numbers off my optimum cable hardware. Something doesn't sound right when all the request was it to change my logon ID. This is not the first time Optimum has made it difficult to make simple changes to the account. Just another example...

On Thursday, May 24th, I had no internet or phone. I called for an appt. and was told that I could only schedule from 10 AM - 8 PM on Friday. All day. If I missed the appointment (had to go to the bathroom?) I would be charged $80. I had to take the day off work to do this.

On Friday morning the phone & internet were working. So, I cancelled the appt. so I didn't have to wait all day (unreasonable on any level). That afternoon, the service was gone again.

I called Saturday & was told no one could come until Monday - again - all day appointment from 10 AM to 8 PM. I gave 2 cell numbers & asked for a courtesy call ahead before coming. It was Memorial Day. I had to spend the entire day waiting for Optimum instead of going to the BBQ. A tech, "Mark" came at 3 pm (no call before), replaced the wire to the pole & the splitter but told me that the problem was the box on the pole & he would report it to his supervisor. He said it was working but when he left, there was no phone & no internet.

I tried calling on Tuesday but could not get through to the company. I left my number 5 times "due to high call volume" for call-backs & no one EVER CALLED BACK. Now, I have no phone, no internet and no TV. NO SERVICES AT ALL.

I finally got through yesterday, Wednesday, May 30th to be told that I had to request for a supervisor to call me back. I was told that was all I could do. Which I did but when I was skeptical - I was promised "within 24 hours guaranteed". No one ever called me. My son had to call on Wednesday night (because no one was helping me). He was told by "Gregory" that no one could come to my house until Friday. At least this time they told him from 8 AM - 11 PM instead of all day. I again need to take time off work.

So, this entire week so far I am without any services, which I have paid for...living as if in a third-world country. And it still isn't fixed. I have been a customer for approximately 20 years. And I am so disappointed to realize that there is no customer service anymore. There is no accountability for anyone at Optimum. You must excuse the use of caps but honestly, there is only so much any human being can take. When I tell people this sad story, they just don't believe any company would behave this way. And neither do I.

I have lost service for the 2nd time in a few months due to downed wires. Optimum was supposed to put the wires at a higher place so it shouldn't be downed by a UPS truck.
I lost service on Sunday, May 27 and I called for service immediately on that day. Optimum scheduled the repair for Tuesday the 29th, at which the tech came and said that he cannot do the job because he needs to come back with a bucket truck. The appointment was rescheduled for the next day, Wednesday the 30th between 2:00 pm to 5:00 pm. At around 7:00 pm 2 technicians showed up and said that they are also unable to do the repair because they need a bucket truck! they said they will be back with a truck soon. I called customer service at 8:20 pm and they said that I will receive a call back from dispatch "within 10 minutes". of course they never called me back.
I called again on Thursday, May 31 and the rep told that my service appointment was cancelled automatically by the system and that the earliest appointment that they have is the next Sunday, June 3.
This is extremely disappointing. Optimum obviously does not care about their customers at all. I will be a phone and internet service for over a week.

Cancelled triple play to just internet and tv app from horrible static to incoming callers. March was billed for triple in end of may. $135. Three months later you are still billing me saying account in arrears.. That is a lie. Had a house fire and started a brand new service, your company is the worst. Now for two months the tv app won't work on my mac computer and they won't refund, you told me you are working on a solution, but no one calls back. I have to pay two months for an app that doesn't work, verizon $79 a month locked in for two years triple play looks better and better, you are thieves. Im not paying my bill> its bad enough you over charged me, for 35 yrs ive been with you that is over 35 thousand dollars and I am treated like [censored], im done

I called for assistance and I get a Maria over the phone. She could not comprehend what I was saying when I was straight to the point. She then proceeded to mention that she will transfer me to customer service, but she gave me sassy attitude that she went ahead and transferred me to billing which she knew was closed already; She was not helpful at all and it seemed like she did not know what she was doing. She did not put any type of effort to try to help me.