Optimum
reviews and complaints

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

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.

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.

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

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

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.

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.

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].

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

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]

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.

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]

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

Account No.: [protected]

On August 16, 2019, I returned a DVD Box and a Modem via FedEx in two different boxes. On August 26, I received a notice that the boxes were delivered and signed by a W. Gallo. The charge for the box was taken off the account. However, the charge for the modem still remains on my bill as of my 11/1/2020 invoice. I have spoken to a representative at least 2 times (maybe 3). I was to told each time that they were still looking for the returned modem, and once it was found the modem charge will be removed and a credit will be given to me for the Oct., Nov. Dec. and now January. I had even provided them with the FedEx package nos. [protected] and [protected]. This has gone on way too long. I want to speak or hear from someone from at Optimum about this situation. And, I don't want to hear they are still looking for the package. I can be reached at [protected].

I was promised a google home system as a gift for increasing my internet speed back in March of last year. I have called several times and thru much back and forth was told the original gift was never requested by your staff...then, they requested it supposedly but at least 3 times when I call to check status most are completely unaware of how to handle or track down this free gift. the last person told me to go see optimum office in person, which I did and was told by THAT person to call customer service again, because not only does he not know...but that he did NOT see that I had a free gift coming. I have paid on time since the higher speed internet was turned on even more so because I was waiting for this gift. The larger issue is that no one seems to be able to handle the situation and it takes very large hold times for them to figure out what's going on ….they then have to email another office or dept and i'm told they've done that and it will be handled. where is my google home device I was promised? By now, it's probably outdated.

Also, in the past I had an issue with adding my name to the account because it was in my deaf son's name and since we have no TTY were having issues with the process. Again, it's that customer service had a hard time helping us. And, as a parent, he had to physically go to the office despite healthy issues after faxing requests to add my name...and them being lost, I guess?

So, I guess my issue is that in this day and age of the extreme modern communication options we have available to have my wifi, cable company unable to create a better means of communicating seems very dated. With so many moving to ROKU, etc...which I"m considering doing because the cable cost is excessive in my opinion, I think you guys need an updated customer service...oh, and there's no option to talk to customer service without choosing prompts that aren't relevant so I pretend to have trouble with a specific service, so I can get to a human, who then has to listen to my huge story about my searching for my google home device.

That's pretty much it. Can you please help me get my google home device OR at least tell me the status of that?

Thank you !

Gina Bryson
44 Byram Bay Road
Hopatcong NJ 07843
[protected]