Optimum
reviews and complaints

I have had an optimum email address for over 20 years. Tomorrow will
Be two weeks since i've been able to get any incoming email except from one contact which is my church. Other than that zero email! I've made seven calls and have been told there's is a work order and it's been escalated and it will be resolved within 5 business days. Well it's now two weeks and still nothing! I've been told they will fix it don't worry! I've been told the supervisor will call you multiple times and not one return call! I told one rep it's not right i'm a paying customer and you're not taking care of me. He reminded me the email service is free. Are you kidding me? I pay almost $300 a month for their triple play and I deserve some answers! I went to pay a credit card bill but I couldn't remember the password so when I went to reset my password they send a link to my email to reset it but guess what I dont get incoming email! So frustrated i'm going to cancel my triple play! I've had to create a gmail account and i'm trying to send all of my contacts my new email address but I don't even know what emails i've been missing for the past two weeks!

I don't believe I have ever had worse customer service than I have had with Cablevision. I was trying to find out about a Cisco tuning adapter and after 2 days and about 3 hours on the phone, I was unable to get an accurate answer. I was sent on a wild goose chase as the person I was talking to told me the Lindenhurst store had them in inventory, but when I got to the store there was none. Great inventory system. Every request to speak with a supervisor went no where. They promised to call me but not one did. It is amazing how poor your customer service is. This company is a mess. Michael Miller

I have never experienced such disgusting, careless and downright embarrassing customer service, until I tried reaching out to Optimum to resolve a 7 month long issue I've had with their internet service. My internet service has been terrible for 7 months now, sometimes it's dependable and I can actually do my job (I work from home) however it is mostly inconsistent and I haven't been getting the download and upload speeds that I pay monthly for. The first few times I have called regarding this issue I was told to ask for a credit for the time period in which my internet is bad, which I have been doing. I called back regarding a credit yesterday afternoon, and was put on hold multiple times and told that I couldn't get the credit because I already had one the month prior. After a back and forth with the agent who was trying to help (really not helping at all, just reading a script and apologizing that there's nothing they can do) I kindly asked to be transferred to a supervisor. This is where things get interesting. After the agent telling me that they have the same answers as a supervisor and they can help instead, and me insisting that's okay and I would still like to speak to a manager, and this happening for about 5-7 minutes, I was transferred to another agent. I asked if I was speaking to a supervisor, and I was told that there aren't any supervisors at the moment to speak to and that they could help instead. I politely asked when I would be able to speak to a supervisor, since the issue I'm having is very extensive, and now I'm being told exact opposite information than I was 72 hours before, and I was told that there's a 30-40 minute wait time, or they could call me back in 2-3 days. I politely declined and asked if there's any other way to speak to a supervisor faster, since I don't have an additional 40 minutes to spend on the phone waiting for a chance to speak to a supervisor since I had already been on the phone for quite some time, simply trying to explain my situation. The man I spoke to started to tell me that I CANNOT speak to a supervisor because there aren't any at all, and that they have all the answers I would need either way, although there wasn't a single solution provided! I tried my luck one last time and explained my situation, and the agent who I was speaking to changed his tone to very condescending almost amused at the fact that I'm asking for a credit for an entire week where my internet was unusable. He told me I wasn't going to get the credit THAT I WAS TOLD BY ANOTHER AGENT 72 HOURS PRIOR THAT I AM ENTITLED TO A CREDIT, because I already had a credit the month before, and there's nothing he can do. It is incredibly frustrating to be told one thing, and then the complete opposite within a matter of a few days, and on top of it I can't even speak to a supervisor! Because apparently there is none. I will be taking my business elsewhere and will be switching to Verizon. I strongly suggest to anyone seeking reliable internet and customer support not to choose optimum as their cable/internet provider.

We lost internet and phone access nearly two hours ago. Called the support # from my cell phone (no phone service at home) and got a message that they are experiencing high call volume, and to visit Optimum's web site, then the call was cut off. How the hell can I visit their web site when I have no internet access? Their support "chat" page doesn't work on a cell phone either. Optimum's support is a total joke. The NYS Public Service Commission needs to yank Optimum's ability to provide internet/phone/cable services in NY.

To whom it may concern:
On July 13th, 2019, I called to disconnect from Optimum cable, I was told it was too late to disconnect from cable at this time. On July 14th, 2019, I spoke to a rude representative about disconnecting my cable, they stated they couldn't help me, call back on Monday July 15th, 2019. I called on July 15th about disconnecting the cable again and was greeted by another rude representative that put me on hold so long that when the next person picked up it was a very nice lady named Ms. Oliver I think, which I told I no longer have a job, so I only want the internet. Once finished I was then transferred to her supervisor for confirmation. The supervisor then proceeded to up sale me. I told him I didn't have a job and I needed a day to make up my mind. I told him again I am not working, and I need a day to think and he continued to up sale. I then gave in by asking is there a contract and can I cancel at any time. He stated there are no contracts and yes, I can cancel at any time. On July 17th I took all the equipment to optimum and a supervisor told me I cannot be charged for two days I have to be charged for the 30 days of use period. I told her to cancel my cable all together since my girlfriend was there, she was just going to put the internet in her name in which I was trying to do in the first place. She stated okay but you are still going to be charged for the whole month. I then stated I know these conversations are recorded so can get the supervisor I was talking to because this should not be happening right now. She stated she can't do that. I asked her so you're going to let me cancel, give me internet and still charge me for the next 30 days, which means you are going to double charge me is that what I am hearing. She said, "Yes, if you are insisting on canceling your cable right now". I told her to give me back the cable boxes and I left.
I was with Verizon for 27 years before I came to Optimum, I left them for3 reasons: price, not getting the speeds I paid for and poor customer service. Now you are following in their footsteps, especially with the poor customer service. I have been testing my speed the last couple of days because my stream keeps telling me it's too slow and it's right it is. The ping averages 63, down loads 76.89mpps and uploads 29.13.
I just received the bill and it looks like all the other bills. Why? I am no longer getting the same services. I don't have phone or cable channels anymore.
Please listen to your recorded phone calls and get back to me ASAP so this issue can be resolved.

P.S. I tried to send this to your complaint department, there isn't one listed on your site. Every time I try to chat online with a representative to get an email address to send this letter the site it is down, or the chat operators advises you to call. The one forum I do see it has too much customers information for everyone to see and it states you only resolved 2 out of 386 complaints plus I could not find the resolved issues.
On 7 22nd 2019 one last effort I called and asked for an email address of the complaint line. I was told there is no email address they can give me. He then stated he is a supervisor and I can complain to him if I like. I told him no thank you, I need my complaint on record because all the other complaints just keep getting swept under the rug, so have a nice day.

# [protected]

Thank you for your prompt attention to this matter,

This is regarding the bad experience i faced with Optimum service.

Some days back, i was not getting internet connection to my home and i complained to Optimum technical team.
They sent a service person to check the issue. He identified some cable disconnected inside the Locked Optimum's Network junction box and fixed the issue.

But the problem is, billing department added around $89 dollars to my bill for that service which is not appropriate. as that issue was not related to me or my home.

That Junction box is common for all the houses in our apartments and that box is Owned, locked and Maintained by Optimum and they only have key to open that box.

It is very obvious that, i am not liable for that extra charge added to my bill and also not responsible for any future penalty on my account because of not paying that extra charge.

Please help in solving this issue.

My name is Svetlana Golub,

135 Ocean Parkway Apt 5R,
Brooklyn NY, 11218
Optimum Account Number # [protected]

To whom it may concern,
I have call on July 13, 2019 and requested to disconnect your service.
On a same day July 13, 2019 the new Verizon triple play Service has been installed at my address. I have record, and you can check it with Verizon.

On July 13, 2019 during my cancellation call, the Optimum representative told me, that request will be recorded as July 15, 2019. I agreed. I returned all equipment, and call to close account .

Today, on July 19, I received bill for next period starting from July 16, 2015. I call to Optimum billing department app at 5:30 ET, to close my account.

Optimum Billing representative told me that I have to pay for one more month from month. I told him that I dont have service, why I have to pay, he told me on a bottom of my bill clearly stated that I have to pay to the end of billing period. But I requested disconnect on July 13, 2019. I asked for supervisor, he put me on hold and when he returned, as per his supervisor Edward Fernandez, he advised me to back to optimum store, take equipment back and enjoy it for one more month.

It was very rude and inappropriate, unprofessional remark! The reason I canceled your service on July 13, is - I did not enjoyed your service for more than a month - the 50% of the channels have been out of service !

Please revisit my request, close my account as have been requested on July 13, 2019, send me conformation on closing of my account and please stop forcing me to pay for NOT PROVIDING ANY SERVICE.

Thank you in advance,

Svetlana Golub

I have Optimum e-mail, topic is "your request for disconnect", e-mail received on July 14, 2019", that confirms that I placed disconnect order before July 15, 2019.

When I was on the phone with the customer service line, I had requested to cancel my Optimum service due to numerous times where the optimum router would continuously blink red and I couldn't connect to the internet. The representative was very aggressive about keeping the Optimum service and continue testing how does it make sense to cancel the service. This whole conversation of him just talking lasted for more than 10 minutes but all I asked was for him to cancel the service I just wanted to cancel it but no he had to drag it on even though I told him I made up my mind.

I called Optimum to cancel some homes services that I have. After speaking with 2 other representatives one in the cancellation and one in the billing, I was transferred to another representative in the Cancellation dept, Steven. After explaining to Steven the info given during my 1st 2 calls I continued to state I wanted to cancel. Steven then tried to insult my intelligence and belittle my cancellation request, by stating "it is pretty commonsense why your bill is the amt it is." I then told him that he should not tell another customer that their request or any part of their conversation is common sense. He then proceeded to say "well it is and you are getting defensive." I told him I fully understood everything he was saying and common sense was not the word to use. I then asked to speak to a manager, and I was told he "was the manager and there was no one else I could speak with." I then asked fro his ID # or another way I could identify him and he said "Steven." This call took place around 10:45am on July 17th, 2019.
There should be a level of respect and sensitivity given to all customers. Steven sounded like a young man around 35 yrs or younger (since he did not want to identify himself, hopefully this helps narrow down the amt of Steven's that may work for optimum). He was not helpful in my initial cancellation request, so as per his advice "just hang up and call back to speak to someone else if you want to." It was very rude, condescending, and unwarranted.

Unable to get through to customer service via current automated phone system. Reported equipment issue (main cable box constantly displaying CS Registration message) Technical troubleshooting with representative was done but had not resolved issue. I was erroneously charged a technician visit a year ago when I upgraded to Altice equipment. It has since been corrected but I have continued to experience intermittent service issues consistantly particularly with internet service. I had resorted to using, and many times, exhausted my CELLULAR DATA PLAN as a result! It has become very frustrating especially since I can never get a reasonable explanation from ANYONE there as to why this is happening. It is EXTREMELY FRUSTRATING AND I'M PAYING FOR THIS! I HAD ENOUGH!

I've been a long time customer, senior citizen, on disability and I'm trying to do everything I can to reduce my bill. I've been asking for quite sometime now how to reduce my bill. I changed my billing cycle to suit my disability payments in the hopes that I can stop being charged $10.00 late payment charges. It just got changed. Let's see if the billing reflects this...

I asked about the $10.00 per month charge for the modem. So you know that I've paid for the modem 20x's over! So, by now I should own it, no? I have a suggestion on this but I'll wait for your reply on this issue.

I'm part of a support housing organization, Concern for Independent Living. I'm also a Safe Link .gov cell phone recipient. Given all these factors, what do you think would be fair

Hope to hear from you soon.
Peter De Pippo
5 PondView Dr. Apt 13
E. Patchogue, New York
[protected]

Back in March I called to terminate my services and requested that the equipment e picked up. The rep on the phone informed me that a tech would be to my home on April 11 to pick up the equipment. No one ever showed. Last week I dropped the equipment to the optimum store since it became obvious that no one was coming to retrieve the equipment which was taking up unnecessary space in my home. I also attempted to remove the autopay feature from the account several times online. The system would not allow me to do this since I was no longer an optimum customer. On Wednesday I noticed I was billed for the equipment $1275! I called and the rep informed me that I would be receiving a credit to my bank account within 2-3 days. I also requested a call from a supervisor since I had multiple insufficient charges to my account for other bills that were due to be paid. The money should have never been taken from my account and the equipment should've be picked up like I was told it would be. I have several unpaid bills as well as insufficient charges to my account because of optimums mistakes. I called to and found out that the refund had never even been submitted. I need the money that was taken from my account and I also need to be compensated for the company's misconduct

I am a new customer applying for cable which i just moved in 3 months ago i gave my social many times and i jave never had cable in my life and i was giving the run around i have kids with no tv for one week now and optimun is still asking for more infornation. I have mail other bills and all available and i am still denied yet all im asking for is Internet service my contact information is [protected]. Some how which is a lie they said my address was marked for fraud...how is that for not paying a bill that is not fraud and i will have legal services submitted for having my address marked as this i feel embarrassed and no one help me not even the superviosors i spoke with. I alsi had a comformation number. It will be appreciated if thisbwas taking off and i was givinig the oppurtunity...I will still push to sue optimum for humiliation and discrimination ill see you guys in court. Ziare Harris

I've been with optimum since 2009 and have always been on time with my payment even while on deployment so it comes as a surprise when my account didn't renew my automatic payment during one of my overseas deployment that I get my services disconnected. Easy fix pay what I owe and turn it back on. However after talking to one representative and them telling me it was an easy fix just pay the 405.55 that you owe to the payment center. I get transferred to a rude impatient and hard hearing representative by the name of Cheryl who tells me I need to pay 800.55 to get it all fix. She was dismissive unapologetic and condescending throughout our 7 mins interaction where most of it I was put on hold. Apparently because my services were disconnected I was no longer a "valued customer" of damn near 10 years. I am a US Marine and honestly that was a blow I've never felt before.

Yesterday, 7/3/2019, one of your techinicians installed optimum at 0-121 Tunbridge Rd. in Fair Lawn N.J. I live across the street and the jerk left wire and a half empty orange juice container in front of my house. You need to trai your people better or not hire such slobs. I'm sure nothing will happen on your end but if it happens again, I will go to my town and file a complaint against you.

We moved from Jackson to Freehold. I called Optimum early June to inform them of the move and to request set up of new equipment for our new address for June 27, 2017. They were supposed to come June 27th, between 8 and 11. I called Optimum that morning around 8 am to confirm the appointment. The Customer Service Rep. informed me that there was no appointment set up for me that day. After some investigation she told me that it was an error on Optimum and apologized to me and told me that she would get someone out that day. A very nice and helpful gentlemen did come out that day and informed that my phone was changed. I told the Customer Service Rep. the first time and the nice Representative that morning that I wanted to keep that phone number. I again called Customer Service and was told that it would take 3 to 5 days to get that number back, that was on June 27th. On July 3rd I called again to see how long it would take to get that number back and she said that there was no record of my call. She told me that she would set it up for that number to be changed on July 11th. Heres the problem. I need that number now. I make phone payments with that number and I have many family, work and friends that call me with that number. It should not take a week to get that number back. I've had that number for 24 years. I need this to be a high importance and get that number back TODAY. What a nightmare it has been with Optimum. I'm not happy and I am very close to calling Fios.
Please take care of this ASAP.
Christina Kirsch

I called into the long island service line of Optimum to cancel my service as I am moving in with my fiance and putting up my house for sale. This is not something that I specifically wanted to say since my house may be empty during the sale process. The service person told me they require my new address. I indicated that they could send it to my current address as the house will be up on the market and I will still be receiving mail.

I would never give a service company that I am cancelling a new address if I will not be using them in the future and I don't understand why they would need it. I told the service representative this and he basically inferred that I was lying and that anyone asking for service under my address would not be given any discounts.

I understand that many people try to do different things to get different deals, but I don't care if I can't get any discounts as what I stated was the truth. At that point when I indicated to the service person that no discounts moving forward was fine, that should have been the end of the conversation, and the cancellation notice should have been sent to my current home address. I have had your service for over 10 years. . . why would I change things now?

He proceeded to tell me he had seen it all and that it was fine if I wasn't moving. This was just demeaning, so I re-indicated, at this point my irritation moving to anger, that I was moving. Still this man does not believe me and I was forced to give some bogus address and told him so. He indicated that whoever received the cancellation notice would have my account information but if my account number is cancelled, what does it matter? It certainly doesn't give my online account information or passwords. This was out and out inappropriate.

There is absolutely no reason why I should be forced to give my moving details in order to cancel service, especially after I specifically said I understood that no deals would be given in the future.

Good Day,
Upon extensive research of complaints on Cablevision, I am aware that this complaint would probably go no where. I had been an Optimum customer for years, tolerating the jacked up prices, policies that make no sense, terrible service and even worse, unknowledgeable, unhelpful customer service. Fed up, I finally cancelled my service after 20+ years and switch to Verizon. We own a building and I convinced 5 other tenants to cancel their service as well. With the reputation and service you have, it wasn't hard. I've been trying to get my bill ever since I cancelled my service to leave my account clear and it's unbelievable how Customer Service Reps advises me I know longer have access to my bills. What ? How am I suppose to pay without reviewing a bill ? That makes no sense to deny access to my own bill and expect me to pay. After numerous chats and phone calls that were very frustrating, I finally got a "supervisor" that agreed to mail me a bill, stating I should received it in 3-7 weeks. It has only been 1 month since I cancelled my service, I'm waiting for my bill to come and I start getting bill collection phone calls. Seriously, now you looking to ruin my credit and do me harm when Optimum is dropping the ball ? Honestly, Verizon isn't much better and I had been thinking of switching back, however after this last insult, attack and lack of honorable business practice, I can honestly say I rather keep looking that go back. Optimum customers are slowly losing their loyalty, but sooner or later the abuse get too much and we run into any other company.
Sincerely,
Josie Ortiz - Unhappy, disappointed, fed-up EX-OPTIMUM CUSTOMER

On 7/2/2019 at about 9:30 AM I called Optimum customer service, in Riverhead NY, to find out the procedure for acquiring DVR service. The rep asked what type of DVR I had and she checked to see what type of box it was. After checking the serial on the box, she offered me $12.99 service for recordings that would stay "with the box" or $17.99 service for "cloud" service. I chose the $12.99 service. I had disconnected the box and was told that they could send a signal and I should reconnect the box and we did. This requires moving furniture and crawling around which is difficult for my 72 yr old husband. The DVR signal failed to work. The rep said she would have a tech call us.
I had disconnected the box because I had was traveling 20 MIn. to Riverhead and planned to exchange the box while I was there running errands.
When I return, At 1:20, we had not received a tech call, so I called Optimum again. I spoke to Valerie, who told me my box would have to be brought in and exchanged for a different box. Having gotten 2 stories, I asked to speak with a supervisor. She refused to do this. Aggravated I decided not to get the service.
At 1:45, Eddie a tech rep. called me and told that the only service available at Optimum, was the $17.99 service. He also told me my bill showed a $12.99 charge for DVR service. I asked to speak with billing and spoke to David.
I asked David for an address where I could send a complaint letter and he was confused and non respondent ( I had to tell him my phone number 5 times and he gave me my address in response to my request). I never got to check about the $12.99 charge. I gave up after several minutes of waiting for a response.
The service reps, with the acceptance of Eddie, were incompetent and the service was unacceptable. After a long time on the phone, I am still without DVR service and frustrated with Optimum.
We have been loyal customers since 1977. What do I want? I want free DVR service for the next 6 months with the box I have.
Margaret Kiepe : Frederick J Kiepe Acct. # [protected]