Optimum
Reviews and Complaints

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...

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.