Optimum
Reviews and Complaints

I've been struggling with Optimum since the middle end of January regarding inadequate download speeds. Initially, Optimum tried to resolve the problem by having me trade out the router and the modem and increasing my speed from 300 to 400 MB per second. This did not solve the problem. Many more techs came out in Feb. and each informed me that the building would need a "rehab quote, and they pointed to the crazy tangle and drooping of loose cables all over the front of the building, saying that they were likely corroded. Each week and sometimes twice a week from late February through to last week, techs came—and upon learning about the problem would say that it was not their division or responsibility or skill set and they would leave. One team came out about three weeks ago and told me that it was their job to do the rehab But it was too late in the afternoon to get it and they would return the following Tuesday. They never did. As you can see from my account records, I called repeatedly about my concerns, spoke to many supervisors, Requested escalation and file complaints. It was confirm that virtually all Optimumcustomers in this small four-story nine apartment building had significant service and download problems. Week after week I received promises, promises some supervisors who apologized for the inconvenience and promised techs would do the work. In my frustration I asked everyone I talked Add Optimumto where I could file a formal complaint or get a number to the corporate office so that this problem could be truly escalated and was told there was none. Keep in mind that a part from having to pay my bills for three months even though I was not receiving the services I paid for, these repeated field service calls meant I was stuck in my home several days a week and had to inconvenience the building supervisor because the part of the building techs needed to access to "fix " was not accessible to tennants. Also my calls requesting speaking with the supervisor which supposedly were actually in so that I would receive a call in no more than 48 hours almost never happened. I also received agreement from the last supervisors I work with that since the problem was not in my apartment that I no longer needed to be here when they arrived. They were given the telephone number of the supervisor who agreed to make himself available. However while some text did this many did not it as recently as Monday when I was showering apparently a tech called and left because I did not answer my phone. When I called optimum the tech claimed that he rang the doorbell, which is not true for virtually none of the techs ring doorbells And the text had not called the supervisor to let him in the building as directed on the work order. Because of the many many texts I've spoken to on their field service visits I've learned more than I need to about sharing channels, tap boxes, rehab etc. I have also learned that there is no accountability within the system and that supervisors must not trust their line staff because When I ask why text are being sent out that cannot do the job I am told over and over again that a assessment or reassessment is being conducted. I would think over two months plus time that someone would trust the assessment of virtually every TechTeam that's come out that this building needs a rehab. The last tech I spoke to who is actually with one of the other companies you contract with told me once again that he could not do the work and a pond in inspectin when I ask why text are being sent out that cannot do the job I am told over and over again that a assessment or reassessment is being conducted. I would think over two months plus time that someone would trust the assessment of virtually every TechTeam that come out that this building needs a rehab. The last tech I spoke to who is actually with one of the other companies you contract with told me once again that he could not do the work And that in his estimation both construction and engineering needed to come out. In addition, The tap line was coming off of a connector in the next yard that had been just re-done, there was no tap Box over the splitter that carried the lines into this building and there are loose lines up and down the back of the building as well. Just for your information, the apartment 1A which is on the back of the building had their line replaced from the splitter to her apartment and this has not corrected the problem.
Because Optimum refuses to give me a point person that I can speak to about these service failures, over the last almost 3 months I have spents hours and hours of time on the phone to explain the problem to another naïve supervisor and an average of two full days a week waiting for the techs Who are often late . I am disabled and Optimums Service plan of sending out TechTeam after TechTeam who cannot do the job has interfered with my life in every single aspect, including my social life and ability to attend various medical and social Service support appointments It has also caused me a great deal of needless stress and anxiety.
What I would like Is for the problem to be solved and for Optimum to quit sending out techs who cannot do the job. I would like for whoever is in charge of managing rehab, construction or engineering services to call me and have someone assigned to speak with me regularly until the job is done.
And after three months of all this aggravation and Having had Optimum waste days and days of my time and life over the past three months I believe you should provide me with your maximum service package including Altice free for a year.
Robert Blomeley [protected]
[protected]

I started calling Optimum in January 2019 to report problems with internet service. 4 service technicians came out: 1/29, 2/14, 3/16 & 3/20 - finally the 4th technician went to the street and found the problem and fixed it. I paid my bill all along, even though the internet was basically unusable because the signal would randomly but frequently drop. Now Optimum is refusing to credit me for the 3 months of bills I paid in good faith. I have a been a loyal customer for over 20 years, paying my bills on t time and in full. Optimum - shame on you!

optimum is the worst company I ever dealt with. For almost a week I have been talking to at least 50 different representatives. Each of them gives you the run around, thinking they know better. Although I made a payment and they were not able to locate it they disconnected my service 5 times within the week. I sent them different proofs that the payment has been made. They promise you the moon, a call back etc. and nothing happened. I will consider cancelling my services with them. Worst company to deal with!

March 13, 2019

Cablevision/optimum customers: berrios [protected]
Narvaez [protected]
[protected]@optonline.net

To whom it may concern;

I am writing this letter on behalf of my mother, lillian berrios. My mother has been a customer for over 5 years and i've been a customer of cablevision for over 25 years and am appalled at the customer service and quality of service given to my mother and myself.

My mother is wheelchair bound and a senior citizen. On sunday, 3/10/19, she had a problem with her
Cable service and received an error on her box and tv.

She contacted cablevision and spoke to two of your reps, the names given were sims and nooni. She was disconnected from both calls and never received a return call. I live downstairs. At that point, she reached out to me to come help her figure out what was wrong with the tv.

I tried rebooting, but kept getting an error message. On the 3rd call, I contacted a linda. After linda went through the troubleshooting process, to no avail, she told me that I had to get a new box. I indicated that I work, and my mother was disabled and could not get to the store. She told me in order to have the box delivered, she would be charged $80 or pay the monthly service charge of $6.95
I disagreed to both. Currently, my mother pays close to $200 a month and I pay close to $240 a month for your service and refuse to pay $1 more. The pricing is ridiculous.

I requested to speak to a supervisor because I wanted the fees waived. Your rep, ms. Linda left me holding and finally disconnected the call. I called a 4th time and reached alisa - agent id #dzw who I would like to commend on her customer care skills. Linda was able to take care of me, and was able to have the box delivered by mail, which we are waiting for now.

I would hope you understand my frustration and anger. Not only are we being charged astronomical prices, customer service has deteriorated immensely.

We are both very dissatisfied with your service. Thanks to alisa, I didn't cancel both subscriptions on
Sunday. However, after what I had to go through I am looking into other options. More than likely,
I'll be cancelling both our subscriptions very soon.

Your pricing is so ridiculous, that your customer care skills need to improve. Somehow, the customer should at least feel they're getting a service that is worth the money being charged.

Sincerely,

Christine narvaez

I had a problem with the guide on my tv. Called cs. Gave me an appt. I was home all day! The tech did not come here! Now I am billed for $80? Last week of 2/19? Changed my service to verizon. Did not use your service! I called or texted on facebook to disconnect asap=will not do this until 3/31/19! I did come back to your service on 3/19/19. Tech was here. Now today 3-21-19, disconnected my service for my bill, $39? Greedy! I spoke to a cs rep=cannot do anything? Your cs reps really stink! Your service it great but your cs dept stinks! I spoke to 4 different reps, does not speak clearly english! Asked me the same questions over and over! I feel like I am beating my head on a wall! And-no supervisor?! All the time! I am not happy!

I have called in to restore my international phone service which was somehow blocked at the time of me using it as all over sudden it said there is insufficient funding on my account (FYI, I have signed up with phone international package without any limitations). The time was an essence here as I needed to book myself a service which could not wait (I had half an hour before closing time). I specifically asked the customer clerk at Optimum - Mr Cerrenco to be quick with reinstalling whatever supposed to be amended to be told I need to get an authorised account holder to call in first. I have always been authorised by my husband so it was a huge blow to find out I'm apparently not! It was infuriating to further find out I won't be transferred to manager/supervisor as im not authorized! Bearing in mind I have always been talking to this company for the last 10 yrs which meant I was indeed authorized. I have even extended services with new package deal so it felt very discriminating at time of need they decided to pick on authorization process! Terrible! Moreover, there is no email I could use to contact this company. I have literally lost half an hour to find that out! Oh yes there is chat option which you loose another 5 min by filing up your details! Also, when I talked to the second advisor I was told the same and when asked for supervisor I was told (after being put on hold for another 3 minutes while this person was typing) that supervisor will be in touch in the next 1 to 2 days! So I lost my deal thanks to unprofessional, unhelpful, broken services of Optimum! I am already searching for another provider!

I've made a several attempts to get a reimbursement for my early termination fee that my previous provider charged me for breaking my contract, besides the fact I'm told they can't process the claim because they can't prove that the bill I'm submitting that has all my information and the early termination fee is on the bill belongs to me, I call to straighten things out and a manager from the early termination department was very rude and unprofessional. First, she said to me "obviously the way you are submitting the bill isn't working so you need to try something else", in which I explain to her every service center that was close to me closed she then said well the representative you spoke to offered you a partial credit and you expect that for now so why are you complaining?". I've never been talked to in that manner especially when I'm paying for service and it's not cheap.. definitely planning to take my business elsewhere

Had an appointment to upgrade my Optimum service on 3/17/19 and an hour into our time window, Cablevision calls to cancel. They give us another appt. for the following weekend. A few hours later, my husband and I sit down to watch TV but we have no service. We have a message that our service has been suspended. Can't imagine why as our bill payment is on automatic payment on our credit card and it has in fact been paid.

When we reach a service representative, he advised that they cancelled our service because we were supposed to have an upgrade and we didn't (Duh, because they cancelled the appointment). If we wanted to have the tv turned back on immediately, we had to cancel our new appointment for the upgrade. However, then the representative would have to make a new appointment and could not guarantee the same day we set up with the representative who called to cancel our first appointment. Next, we find out, when the TV comes back on, that they wiped clean our DVR and we had no DVR service. The representative is unable to fix this and assures us that he will speak to the right dept. and call us back. So he calls us back and now says that we cannot get the DVR back and he has no appointments until April!
Why requesting an upgrade results in cancellation of our service I cannot fathom. When we made the first appointment for the upgrade our TV was not turned off. Somehow, by their cancellation of the appointment and rescheduling a new one, they thought it wise to turn off our tv, even though we paid for service and without any inkling of notice. Were were reimbursed for any of our wait time, telephone time or inconvenience? Of course not. Were they planning on refunding our prepaid TV services when they shut it off? Of course not. Someone should start a class action! Since my husband and myself are both lawyers, I may just do that!

I had a Optimum install my equipment and the technician damage my wall about $500 in damages been fighting with them for the last couple weeks about paying for it they're ignoring my phone calls and emails now they're screwing me with the bills they keep jacking my price up it was originally supposed to be 120 a-month it's been 250 every month I canceled service with them and they're still hitting me with bills and they still will not pay for the damage in my apartment that they've done. Specifically told the installation guy not to drill through my wall there's holes in it already precu specifically told the installation guy not to drill through my wall there's holes in it already pre drilled all he had to do is snake the wires through the already cut holes. I'm so disgusted with this company I don't even know how they're still in business such bad customer service and service

The phone service sucks. Always a lot of static on the line. For years I never complain.
I was a customer since 1993. Always paid my bill on time. I called to cancel service because I was moving. My billing period ended on the 7th of the month. I cancelled service on the 8th of the month and the charged me for the full following month. Which I don't think it is fair.

3/5 - Called Optimum re. a outage - waited on hold for over 40 minutes and was told an appointment was scheduled for Thursday, 3/7 between 10a-8p
3/7 - No repairman showed. Called Optimum again at 6:30p and Carlos stated no appointment was made and that there is an outage in the area and therefore he could not make an appointment.
3/8 - Went on line and found out there is NO outage in the area. Called to speak to a supervisor to resolve the issue. Have been on hold now for 17 minutes and no supervisor has picked up. Still waiting...

This is unacceptable service for something I am paying over $180 per month along with paying for the service protection plan. PLEASE HELP

These "representatives"...
Take it upon themselves, to make changes in there favor, to my account? Are there incentives? I do not understand. This is illegal.
Changes made, not by me, without my authorization or my knowledge?
This has happened more than once... I had taken the time, to go in person, to pay a bill, that was not yet due, and to get a new router, who the hell made these "changes", to my account?
A disgrace and, illegal.

Elaine choban
415 e penn street
Long beach, ny 11561

Awful awful AWFUL! I called to cancel services and here I am three days later with cable. I can't with their reps. A rep named Jessica placed me in hold because she was "going to transfer" me. I was placed on hold for about 4 minutes she answers the call with her usual thank you for calling optimum spiel, and acts as if I wasn't on hold. Then she thought we should gonna transfer me put me on hold another time, sorry for being on hold a total of almost 8 minutes, she cuts me off mid sentence when I tell her that I've already been on hold for 7 minutes so the rap on the other end should actually be ready for me and I should not continue to be placed on hold. So rude! Then the next rep Natalie, continues to flap her gums when I tell can't tell me a solid $ amount for just internet. Keepa saying "about $100 dollars". Ok? $105, $180, what does that mean ?! Finally ahe tells me $112. I'm not trying thi great anything she has to say any longer. I expressed to her that I don't want to hear it anymore, I don't want speak to her... at one point she tells me "OF YOU DON'T LET ME EXPLAIN TO YOU HOW THINGS WORK I CAN'T TRANSFER. YOU AR GONNA BR SICK WITH ME." She wasn't given me any solution to my problem. Continued to tell me that she's processing everything and basically just wasted my time period I was irate with her, so after 45 minutes of being on the phone with these horrible results, I still have cable when I called to cancel. A request was process for a manager to contact me within 72 hours and still 3 days later no call. This company has really gone down hill, in the bad way. I would not recommend them even to an enemy. EVER, not for ANY service... E-V-E-R.

called phone service about a problem I was having with the phone. After a 45 minute wait I finally talked to a rep. When he started to go thru the routine of what to do to fix the problem which they start to question you wiring in the house I tried to talk to him and tell him that the problem was not my wiring but their service. I tried talking over him but he did not want to hear me. He then accused me of screaming at him, which never happened, and he said he was putting me on hold and he never came back. If this man who was in N.J. cannot deal with customers who are frustrated with their service he should not be in this job. I tried to tell him I was handicapped and could not follow their instructions but needed a rep at the house. I have had this service for about 2 months and this is the second call I've had to make. The first was resolved and the local rep was very nice. it iturned out to be an installation problem. this call was made on 3/1 19 at approx 11am. I hope they can retrain this employee or fined him another job. He should not be representing his company in this capacity

I have been using Optimum for several years. Beginning Feb 2019 my bill went up from $39.99 to $42.49 for service optimization and upgrades. I called Optimum and asked for removing this charges from my bill as I did not agree to them. They transferred me 3 times with no result. I asked to talk to a manager and was transferred to a supervisor Ewin at billing department who could not help me either. I filed 3 complaints for being put on extensive hold without a proper excuse, not letting me to talk to a manager, and for abusing my right as a customer to remove the fee from my account. I was advised by a supervisor that my call will be returned by one of his 3 managers (Clarissa, Guroa and Hose) same day. None of them have returned my call at all. I called back 4 days later, asked to talk to the same supervisor and was put on 2.5 hrs hold without coming back to me. Then my call was picked up by a representative from a tech department who started my account verification process all over again and had no notes in their system about the representative I spoke before. He also could not find my complaints except 1 about the charges. So I filed more complaints that were not put in the system before and again for unreasonable, unprofessional and negligent wait time for 2.5 hrs without returning to me. At the end, new fees could not be taken off my account because everyone is paying them now and managers can't do anything about it. Isn't it a pure abuse of customers rights after all? Looking for a new provider now.

In October I called to downgrade my service because my bill was too high. The rep said I can keep my plan for 99.00. The bill was higher than she said so I called to you guys to figure out what's going on. I was told a supervisor will review the call and call me back within 24 hours. Didn't happen. I called again same promise. Today my service was disconnected and I called about the plan I was promised. I explained the situation to the rep and he said ok your service was disconnected for nonpayment. I said did you listen to what I just said? I said I need a manager or supervisor. He said if you didn't get a call back from a supervisor why would you get a supervisor now? I said these calls are being recorded and I hung up because his attitude was uncalled for. I called back and the last rep tried to help me but we ended up in the same situation. I have to wait for a call back from a supervisor. I am tired of calling about the same situation. I'm sick and tired of false promises and ignorant reps. It's aggravating to keep calling and then get attitude on top of it. There are other companies out there we can go to!

Tried calling c/s several times and I always ask where they are located. They always refuse to tell. I want to talk to some one in the usa, not manila! Every time I ask to talk to someone in the usa they tell me that can't be done. I ask to talk to a supervisior they tell me none is available. Called several times to make appt for a service call and not once has some one shown up. They really suck... Cant wait for verizion to come into area (or anyone else for that matter)... Im dropping optimum like a bad habit.
Advise to anyone thinking of getting optimum... Dont>stay away from them... They suck!

I signed up for Optimum Service. My credit card was charged to signup for service on a Thursday. An appointment was scheduled to install on Sunday. When it came time for my appointment I was told that they needed the code to the gate which was given during the sign up along with two phone numbers to reach. At 1:15pm I receive a call from a rep whom requested the code to the gate. She was very rude just because she had a heavy accent and I could not understand her when she repeated the numbers. She told me that the guy was there and left and that he was gonna come back. By 2:10pm no one showed up at my home. I called the customer service line only to be told that he was not coming and that I would have to reschedule. Now this is a problem if I didn't contact them I would have not known this and would be sitting in my home all day waiting for optimum. There was no explanation given to me except the driver said he was too far away to return. In addition to this inconvenience I am then told that the next available date is Wednesday. So it takes almost a week to get service put into my home. This has caused me to take additional days off from work. Optimum didn't even attempt to satisfy this situation in any way instead I was told to just basically deal with it. by the customer service rep and the supervisor too. I find it amazing that a company as large as them do not have open time slots for poor service judgement calls that occur. I also find it amazing that they would tell a customer with new service that they are too far away to service them despite a scheduled appt. Why would this company treat a new customer in this way is by all means unacceptable and truly poor customer service. I guess they felt they had my money so they didn't care what type of service they provided. Very Bad Customer Service, Poor Driver Decisions, and a Customer Resolution not one that takes the customer's money craps on them and then tells them to deal with it.

The programming on Optimum is outrageous. The same program on the same channel runs continuously all day and often all night. Then you have a program that runs all day and sometimes all night on many different channels. The amount of channels you think you have you don't, because the same programs run throuout the spectrum of available channels. Almost every day I get an Alert on at least 7 or 8 channels which are part of my package stating "this channel is temporarily unavailable". Often times the program goes black while watching with that same Alert on the screen. Horrible television. The "Golden Girls" are on so many hours I'm ready to throw up on the screen. Does any one really want to watch "Alice" twelve times a day? I'm paying and getting nothing.

My name is Elyse McMahon. I reside at 83 STARLIGHT ROAD IN HOWELL, N.J.
My complaint dates back to October 2018 when road work was being done on my street. Our service cable was cut by the road crew and we had no cable, internet or phone service for 2 days. I called cablevision twice on 10/5 and again on 10/6. I was told someone would be out to fix it. After 2 days a temporary line was run above ground across the street from my house at the bottom of my neighbors driveway and remained there until December 30th. During the time span from October 5 thru December 30th I made 12 phone calls to cablevision regarding the above ground cable at the bottom of the driveway, across the street at 82 Starlight Road. The homeowner of 82 Starlight Road also called on December 14th because his daughter tripped and fell on the cable while getting off of the school bus. Still, no one came to remove the cable even though it had ben reported as a safety issue. Throughout this time, three different technicians responded on three different occasions upon arrival and stated " I cant fix that cable, its not my job". I'm not sure why your company kept sending technicians that were not able to perform the work needed. I was specific each time I called as to what the problem was. One of the technicians even put in a referral request for a construction crew to come out and no one ever showed up from construction. After three months and several attempts to have the cable removed I was told that someone from dispatch would call me on December 28 but still no one called. Finally on Dec 29, John from dispatch called and said someone would come. He wound up coming himself and pulled the cable up and he cut my service. I told him that he cut my service and he said that's not possible because the cable was across the street. However- it was possible, I had no service once again. He assured me someone would come that day and no one did. Again- waiting for someone and no one came.
The next morning, Sunday Dec 30 the technicians finally came and restored my service.
I am angry over the incompetence and lack of communication between customer service and the technicians. At no time would a customer service representative allow me to speak with a supervisor. Believe me, I tried. The wrong technicians were sent three times and the problem lasted three months. This is unacceptable and inexcusable. My neighbors daughter tripped over the cable at the bottom of their driveway; the cable and orange construction cones remained there for 3 months and they aren't even Optimum customers. This aggrevation caused a dispute between me and my neighbors, a hurt little girl, and a disruption in cable, tv and internet on several occasions.
The dates and times I called Cablevision for resolution are as follows:
10/5/18-2 times
10/6/18
10/12/18
11/16/18
11/17/18 -2 times
12/5/18
12/6/18 -2 times
12/10/18
12/14/18 my neighbor called
12/27
12/28
I would like to be compensated for my time, agrgevation and loss of service. Please contact me at [protected]