Optimum
reviews and complaints

TV service was discontined due to "lack of payment." This was Optimum's error. I called customer service, provided the number on the cable box, got a signal from the office and then received the same payment message. I was told that I needed a tech to visit the house to resolve the issue. No appointments were available for six days!

I explained that this situation was caused by Optimum and should be repaired in an emergency situation by the company. Frank, the representative, told me that this was the schedule he had. This is unacceptable service.

Optimum randomly injects advertisements into client website requests without authorization and no way to opt-out. This advertising technique is predatory and violates terms of service that allow for unobstructed access to internet sites. These advertisements have appeared during demonstrations to clients and prospective clients, affecting reputation and relationship with other partners.

The sites depicted in the attached photos are not hosted by Optimum (they are hosted on my own servers) and I have never provided consent for them to inject ads. Furthermore, the telephone number in OptimumB.jpg does not provide the opportunity to opt-out of these ads.

I was interested in switching from Fios to Optimum so I called and inquired about their price for life. I was specifically told 3 boxes with DVR with Premier service would be 176.00. I asked at least 3 times if this number included taxes and fees and the woman said yes and went further to indicate that all prices given by Optimum are the final price including taxes and fees. Well, she lied. I called at least a dozen times and said I purchased the service as a result of fraudulent practices. They have never sought to resolve this matter in any way. I asked repeatedly that they listen to the recorded call all in vain. I'm switching back to FIOS as soon as I get my amazon gift card.
Optimum is a FRAUD!

My dispute is that I moved out of state at the end of July and I called your local number to cancel service as of 7/28. I called on 7/22 and now have received a bill for July and August, I returned the equipment and was told no balance was due. I now was sent to collections for $40.00 as if 7/28 it's 10/2 and I'm sure if I could speak to a human we can get this issue resolved, numbers I tried alot of them go to payment options. I tried to speak to a supervisor but s very rude and disrespectful CSR refused to transfer me over. I can't believe you put a long time customer on collections for $40.00.

My bill has increased 12.00 from the last month -- when we experienced an outage on S eptember 6. We never received the promised adjustment to this bill. I am seriously considering dropping
optimum for Verizon Fios.

Account [protected]

I would like removal of this 12.00 increase in my bill this month and refund for the September 6 outage.

I have had it! I switched from verizon fios to optimum on july 7th 2019. I have had nothing but trouble with the service. My tv along with my I pad just shuts off whenever it feels like. I have had 3 technicians out.in this time I have to take time off of work to be here for them. Each technician tells me a different story. I was in the middle of taking a cec test for my personal training renewal and my I pad shut down. My test was due that day. I had to contact them and ask them to please give me another day because everything I did on my test was erased. The last technician said it looks like it is fixed. The very next day bam the tv and my I pad shut down again. Now this is the last time I am going to have a technician out. They are scheduled for thursday (again, I have to work 1/2 day to be here). When I called this evening to complain and set up an appointment for yet another technician to come, I could not even concentrate on what I was saying to the rep because there was so much commotion going on in the background, people were laughing and talking so loud that I have to ask the rep if he can even concentrate, his answer was I am used to it. I called the (800) 735-5379 number and it was on october 1, 2019 at 8:00pm. Kindly respond to this e mail, as I am furious. Thanking you in advance, debi reines

I called the billing department 10/1/19 to ask for documentation for a balance that was transferred into a new account. The rep was evasive bordering on rude and said they couldn't provide any details about the transferred amount, other than the year 2011, and that I would need to verify it was paid. How I'm supposed to do that for an 8 year old bill and why they can't provide me a copy is beyond me. Expecting me to pay for something without knowing specifically what it is for is ridiculous.
My only recourse is to cancel the account and go with a competitor.

My land line phone service stopped working about a month ago. Nobody from Optimum could help to resolve the issue, but I was billed for it anyway. Made multiple phone calls to customer service with long waitings before you get to talk to an actual human. Very confusing customer service with asian agents who speak english with thick accents and are hard to understand. One of them by name Sammy was rude, unprofessional and REFUSED to discontinue my service and DECLINED my request to transfer my call to her supervisor. She raised her voice and really stressed me out! Spent another hour trying to call Optimum and when after a long waiting on hold got another asian agent, she hung up on me. Optimum is a nightmare company to deal with. None of my issues/requests was addressed. Customer service is unacceptable and no one responsible or accountable for this terrible service to be found. They waste the most precious gift of life - your time and fail their promises to provide you with outstanding service. Nightmare!

No service for over a month 2 techs came out did not fix problem. Charged me for it anyway. Call to service are ignored and agent Darrell # 5060 refused to transfer me to a supervisor even though he could barely speak English. Rep was supposed to call me back last week about the erroneous charge for service which was outside the home. Calls to them result in robot answers and hang ups.

Now optimum changed regulations rergarding email retention.
No longer allow you to download message to personal computer and remove from server.
I get a lot of email and this prevents receiving email regulary.
This is absolutelty the worst customer service.
They just don't care.
Told thats the way it ids
Goodbye Optimum.
Helllo anybody that treats customers with respect

I have called several times regarding service issues with my Altice One mini boxes. I have been promised that the repairs would be done and still nothing but empty promises and customer service refuses to allow me to speak with a supervisor. The issue is with their antiquated equipment at the pole and the subcontract that work out to third parties. They have missed 2 promised repair dates and are now "emailing " them to further escalate the issue. My further requests to have a supervisor have also been ignored.

The sales representation I initially spoke too on 9/16/19 mentioned a free next day installation of services and devices. I took the following day off in order to lock in that offer. The following day the service technician was not able to install the devices and connect due to an outage within Optimum. He then left the cable box and suggested calling Optimum in approximately 2-3 hours and a customer service technician would be able to connect and register my service via telephone. On that same day 9/17/19 I called numerous times for over 9 hours in order to connect to someone, all while I had zero service in my home (cable, phone and internet). At approximately 9:30 PM I was finally able to connect with a service tech over the phone who was able to register my service. The sales rep assured me that my previous phone number would be ported over yet never noted it down on the account, the new phone number I was now given had a bill attached to it that was not mine for $368. The following day all while my service kept going in and out, I tried for hours again to get through with someone via telephone to correct the billing issue, I then contacted a service tech manager Kenny Fuentes who sent 2 different techs to my house to fix the connectivity problem. The billing situation was not able to be rectified. On 9/18/19, I finally spoke to someone who was able to port over my phone number and remove the outstanding amount due that was not mine, I was then told I owed an installation fee, which again I was assured by the sale rep that next day installation would be free. I was then told a manger would contact me within 24 to 48 hours, it has now been a week and I was not contacted by a manager or anyone able to help. Today 9/27/19 I contacted customer service again and after numerous failed attempts I was told the same thing, a manager would contact me within 24-48 hours all while being told my service is suspended because I owe an outstanding amount when I'm a new customer who's first bill is new until October 16th, 2019. Each representative I have spoken too since have all been extremely unprofessional and hangs up on me without resolving my issue, I am very frustrated and fed up with Optimum. Below I have attached my contact info:

Name: David Kaner
Address: 22 Ridge Rd Hopewell Junction NY 12533
Phone Number: [protected]
Mobile (Best Contact): [protected]

I have optimum service and since 2 months I have internet service issue. I have to reboot my Modem almost every day and still internet connection is not stable. Very poor and very bad service. I called many times to customer support and they laying everything. Some time that says your area has maintenance work and some time they says we are having system issues.
I have this Problem everyday and I am tired now getting excuses from optimum.

We transferred service to our new house on July 31st. Since then the service in our house has been awful and I made multiple attempts to call Optimum service but after sitting on hold for over 20 minutes on 3 separate occasions, I gave up. Then when I received my current bill I noticed it was $30 higher than it was during our first month and what the Retention Team told me it would be when I tried to cancel service back in July ahead of our move. I stayed with Optimum because I was promised a minimal increase with my new bill. Never was I told my bill would increase after 30 days, clearly because they wanted to lie to retain my business. This call was made on July 10th at 9:54am and lasted 32 minutes.

After seeing our increased bill, and the ongoing service problems, I called yesterday to cancel my service effective September 25th but was told I had to pay for the entire billing cycle (through October 14th). So I have to pay for 3 weeks of service I do not need. Everyone I spoke with from Optimum was extremely rude and did not care about the situation. They said I should've canceled before the billing period started but how was I supposed to know my bill was increasing until AFTER the cycle started and I received my bill?

I will only pay my final bill through the 25th (which means I need to be credited $101.43 for the unused time). And if I will not receive this credit then I am demanding a copy of my phone call from the date listed above because anyone who listens to that will hear that NO ONE TOLD ME MY BILL WOULD INCREASE AFTER 30 DAYS.

I am not even customer of Optimum yet but already fulled by the associate on the phone. First, he applied some insurance which wasn't even mentioned by him just to increased my monthly payment! So he lied about a real price for monthly payment instead of $34 he applied $44. Second, when I asked about free instilation (your promotion online I learn about) he said it is not possible on Saturdays but can be applied if the person connects me next day Saturday. Third, he was so inattentive sloppy that wrote my number with mistakes so when the person came he could not rich me because of wrong number. And fourth, he was making fun of my accent.
Calling the next day, I figure it out that I was overcharged!
So instead to take pride of serving people and providing good quality service the representative just mocking the customer and imposing deceitful information and of course extra charge. That is how you train your people to serve customers!
Please, I expect a full refund now, free installation as you advertised online! and just appropriate payment for internet I didn't even use.
My cell [protected]
email [protected]@yahoo.com

They railroad you into having to take a triple play promotion and have raised my rates 5 times in one year with what they called cost of living increases. No matter what you do you can't get a concrete price and their charges are arbitrary. They fake their manager referrals and treat their customers abusively. The town has a monopoly agreement so there are no other available alternatives. I have never despised a company more.

I have called in recently about minor issues and was disappointed to find out that your company is outsourcing service calls now. I don't need to go on about how that affects the quality of service. However, two days ago — sept. 17, 2019, I lost my internet service. I called in only to hear a recorded message giving me the option to get a call-back "after 45 minutes". I never got a call back. At this poijnt when I called in I was getting the recorded message that optimum was experiencing high call volume and to go online to check for service updates. I could not get online! I do not have a smartphone — just a desktop computer.
I was running out of time to be able to get down to optimum in norwalk to exchange my router for a new one in case that was the problem. I went to optimum in norwalk and picked up a new router and still no one had called.
I called into optimum to the sales dept. Because that's the only department that would pick up the phone and I believe they found someone to call me back — because she was a local (long island accent). She helped me get the router connected and get online, and I determined that the previous router was not bad after all - it was the cord that had gone bad.
The only thing that has kept me with optimum after the endless annual cost increases is the good service I received. Now that's gone.