Optimum
Reviews and Complaints

For the past few months, I've been away helping my 90 year old dad. Two times which I returned from being away for a month each time, my internet and phone had been disconnected. I was never given a reason why but had my phone service totally removed and haven't had any more problems.

Last week, I received a call on my cell phone from a man claiming to be working for Optimum and wanted to know why I had my phone disconnected and when I'd be back home so they could send a technician out to investigate. The individual had a very distinct African accent and I feel he was calling from Africa. No doubt that he was behind the problem with my phone service. He knew everything I reported to Optimum in detail.

I once used a cheap cell phone which was good for 1 year. After the service expired, someone immediately took my old number and took money and made purchases as if I was doing it. I feel this was an attempt to do the same thing.

Instead of disconnecting a person's service, you should inform them of what is going on and make suggestions to help them avoid someone hacking into their service by phone or internet.

I have called for 3 days asking them to please remove an abandoned wire hanging low across the road and attached to my house. They said someone would be out yesterday to take care of it. They never did and now a truck passing by has snapped the wire it is laying across my lawn and dangling from my house. Someone is going to hurt themself on this wire. Every time I call I get a different story.

called to have package delivered with no problem employees making mistakes not solving this inquiry need package sent to my address left in mail box or send to security people making problems calling me gay and I'm not I want employees fired and in trouble and for giving false information and trying to make employees upset giving fake info about service and problem like that caudse they don't like new York or new Yorkers my package should have been delivered today already was home to sign package never arrived.

When setting up service at my new address, the phone rep informed me that he had to setup a new Optimum ID. Although I questioned it, I thought maybe it was part of an agreement...since the complex I live in has a discounted rate for its residents. This was in Nov of 2022. I had to call the next day because on the new account I did not notice my email as being available. The rep explained that with new accounts Optimum is no longer providing email setups. ? Said that I could just continue to use my existing email. While an inconvenience that is exactly what I was doing until this past weekend...4/1/23. When I went to access my email I could not get in. I called Optimum, and after some time, they informed me my email had been deactivated...wth! I didn't receive a call, email, notification or ANYTHING stating emails were being deactivated! And even looking on the site for my new ID..it clearly stated that: Optimum is no longer providing NEW email accounts for customers, but if you have an existing email account you can continue to utilize.

Reached out to the service Dept...where I had to provide my old account info. She worked through whatever on the back-end and reactivated my old Optimum ID (the one to which my email was linked). She proceeded to link that Optimum ID to my new account..(why this wasn't done then originally I HAVE NO IDEA)...and said they could now try and restore my email accoiunt under my current service account. I was able to login in and see my new/current info, but was still unable to access my Inbox. Reached out to service again, and they 'escalated' to the "back-office". The next day back office contacts me to tell me they wont restore my email account.

Have YEARS of VERY IMPORTANT emails on that account! Just kept being notified that they no longer support email. Nice to let your customers know after the fact! Asked for them to temporarily restore the account, so I can at least retrieve the critical emails and move to one of my other email accounts. They "can't do that"...How/why would they just delete email accounts without even reaching out to the customer...or, at least, send some type of notification. This is utterly ridiculous!

I have been trying to resolve this matter for over 6 months now, and still no resolution in site. On March3, 2021 i transferred my number over from verizon, at the time optimum gave me a temporary number for the day and said they would cancel the number as soon as 4 hours thats when the transfer should take place. it was to stay on my account temporarily. Needless to say i have been paying them $27.16 for over 24 months. i have been battling optimum to fix this problem and they have not. but they still charging my account. i dont know what to do this is adding up, and they have excuses after excuses.

2/24 - purchased phone and became an optimum moble customer

2/25 - couldnt make or recieve calls, called tech support and was told to turn airplane mode on, then off, seemed to solve problem

2/26 - same problem

2/28 - went back to Optimum store with phone, tech disconnected esim and replaced with physical sim

problems continued

3/17 - went back to Optimum store with phone, was told the phone is defective but they did not have a replacement in stock, tech said he'd call me next day

3/18 - no call

3/19 - I called store and was told by tech that his manager would call me

3/20 - no call

multiple calls to tech support and was told "its past 21 days so nothing we can do"

please help...

I was told at optimum I don't have insurance or warranty for my A03 galaxy employees there unprofessional lieing provoking others to be up set or react violently stayed calm but was frustrated and upset at employees denying services .there's females there but there the guy there who's rude and on purpose like trying to intimidate customers cause there's security he maybe wanting something to pop off so he can call the cops and so security can do there job which is wrong telling me there's nothing that can be done about my phone we can not do anything about that his words and him being disrespectful about it and not wanted to help a loyal customer being that I always pay my bill and like the service at optimum until the fat guy was being rude and inconsiderate giving false information and not wanting me to have a phone. Did not received discount and upset about service from employees

March 2023: Our bill jumped $20, we want a price quote of less MB and our service fails often - sporadically off entirely. The real problem is that all we repeatedly try to communicate but their chat is only virtual, the email to them doesn't go through and none of the phone numbers answer. We need tp speak with a Representative about the issues. Once - I did get a human chat - but he couldn't tell us anything except to quote the phrases they are given.

Been trying for months for a resolution, to no avail
* bill went from 168.00 to 272.00 overnight
* no internet for months - tech twice was a no show, and I was charged 80.00
* some techs can access because I dont know a pin number, another tech said a pin number doesnt xist on this account
* rosie from florida questioned why my bill is so high suggested I call the bbb
I only have basic cable no extras and they want almost.300.00
Stacey cohen
225 east 149th street 26c
Bronx, ny 10451
[protected]

I cancelled service to one of my four tv's recently (don't know the exact date) and returned my black box, # MA1352EKQ271 to Suddenlink in Tyler Texas but my monthly bill has not reduced. I still have Suddenlink cable service to three other tv's in my house and to my internet which I requested to continue at the time I returned the single black box.

My question is "why has my monthly bill increased. It should have decreased.

Please advise,

Michael Brown

4737 S State Hwy. 37

Mineola, TX 75773

[protected]

[protected]@gmail.com

I woke up on wed morning and turn on the TV and no service I call optium she try to reboot tv and it didn't work so she could not give me a appointment for several days so she told me to go the store when I was there waiting on line several min another customer came in way after me and he know one of the workers and was immediately wait on while I was still waiting.then I finally got waited on the resp was so rude and quirk to me .when I told me that this was my 4 box he state it was the wire going into the house I ask him if he can get appointment he said what did the person on the phone said and eas really rude with his answer customer behind me grasp with all his nasty comments I ask to see a supervisor he told me why she not going to help you either.i saw he sitting there she would not come over but ran over to told to the other customer who was her friend .I took the box home again it did work I try to call for help again people on the phone would help and extremely rude and said they were going to hang up with all my resources exhausted and no way to get help I had to cancel the service whypay for a service that no one would help me and they were so rude I brought back my box agia they were so rude then when I ask for help to cancel my account they told me to leave the store and refused to help and again I call for help and said I cancel my sevice and could help me and hung up on me that optium.store on 109 in best babylon was the worst experience in my life I keep asking for help and ask them what to do and they all refused thank god for a custom in the store she helped me I will post this on Facebook and I also wrote a letter to the better business bureau and also pasted this letter in are news letter how optium treated and as a first response I would never treat anybody they optium store treated me

On Feb 24th I contacted Optimum to add Cloud DVR to my service. The phone contact refused to help me because my hubby's name was on the account and he needed to make the call (is this the 1950s?) I would have done the task online, but the site's navigation tools sent me either to a "call this number" or a 404 error page. I used chat. After wrestling with the bot, I confused it enough to send me to a human. She added "my wife" to the account and set me up with DVR service and said my existing hardware would work fine. It did not. I thought perhaps there would be a 24-hr delay, so... On Feb 25th, I called the local service number and the rep had me do a hard reset of the cable box and assured me that this would work, and have a nice day. It did not. In fact, it dumped all the data and I had to reprogram it myself. Called a third time that evening. Oh, says the rep, your box is not compatible. The box that IS compatible, however, is not compatible with your modem - and set up a service visit. We did not want the upheaval of everything on our network, so we said cancel everything that happened beginning with the initial DVR order. Found a streaming service we preferred. On 2/27, I called to have TV removed altogether from our service plan. Rep said sure! It will change your bill to $115/mo for a year and return the cable box within 30 days. It's now Weds, 3/1. I look at my new bill. I was charged for 5 days of DVR service I didn't have, plus advance charged for 1 month of DVR service that I discontinued. Also, TV service was not removed from my plan. Went in person to the store. Rep took back the hardware, refunded the DVR money as a credit to my account, noted that the service call for the new box/modem had not been cancelled either; oh, and plans can't be changed until AFTER the hardware is returned, and she COULD NOT change my service plan! WHAT!? The "store" can't actually make sales!? I had to call the 800 number. I get home and immediately call. This rep tells me the service will be $165/mo -- $50 more than I was quoted two days earlier. Sorry, can't go back to give you that offer. -- But I was given it on Monday, it should be in your system already. -- No. I can't do that. AND you will need a new modem because we no longer offer the internet service you are using. -- What do you mean you don't offer it? I have it! -- It's grandfathered, you're asking for new service. -- No, I'm not. I'm asking for a change of existing service. I want exactly what I already have, just minus the TV. -- Sorry, that's not available. -- And on and on it went. I am paying for TV that I cannot use because I returned the box, which I can't get back because it's "old tech" and to get what I do want I will have to put my whole house in upheaval since all of our WiFi devices would need to be reconnected to a new modem.

In short -- I spoke with 5 people. Got 5 different answers and 5 different assurances. All 5 neglected to include information vital to the decision-making process. I have never -- NEVER -- blown my top at anyone/anything before in my life, but was shouting by the end. At which point your rep hung up on me.

After not showing up to connect last Friday, 2/24/2023, and promising to be here today, Tuesday, 2/28/2023 between 10AM an 8PM, Optimum has failed to provide any level of service. I am without the promised internet connection and since they do not keep appointments, I won't sit around waiting 10 hours for someone to show up.

I don't know how they expect to stay in business. I will be letting all my friends in the neighborhood and on social media about my experience with Optimum.

I updated service at my house from wired cable to fiber optic because of continued outages. The person I spoke with told me I could not have 2 account service at my house to put the new service in my name because the other service was in my husband’s name. I told the person I wanted the same service and the same telephone number. I was told that this would definitely resolve my internet issue. The install had all kinds of issues that a 1-day event took 3 days and my service isn't even stable. I lose service on a daily basis. I called them Saturday February 11, 2023 I had no phone no cable no internet at 9:45am. I was on hold for 2 1/2 hours and no one ever picked up the call. I got through on the chat through my cell phone and was told they had an outage. We never got service back until the next day. As days go by I’m still having issues with my internet and tv I called them and of course I’m on hold for hours at a time and the person I am talking to isn’t even in the united states. The problem can’t fix and she told me I would have to keep calling until I get the united states. I am appalled that I live in the united states and I can’t reach anyone locally after 5 times 3 hours still can’t get a rep in the united states. I continued to call when I had time and still couldn’t get through. Friday feb 24, 2023 I called my husband from my house phone he asked me where was I calling from. I told him our house, he said that’s not our phone number. I had enough I called again after 20 minutes of going through all the prompts. I get someone not from the united states and she could not fix that I had the wrong phone number to my account. I ask her if this was the united states and she told me no and to keep calling I would eventually reach the united states. I finally got someone here in the united states after 2 hours. I spoke with this girl and she was having issues fixing the phone issue as well. She said it was going to escalations and they would get back to me in 24-72 hours. I told her that was not acceptable considering I have 80 hours of phone calls about numerous issues and nothing has been resolved and no one has called me back. I want to speak to a supervisor. She put me on and off hold for over an hour and a half when I finally got an escalation specialist. I told him what’s been going on with my phone and that I want this fixed, he told me the phone number issue is fixed but it can take 6-8 hours to update. I then told him my other complaints and how I wasn’t happy with there service to my shock when I finished ranting there was no one on the line. I was disconnected. Today is February 28,2023 I’m calling my house number and it is still disconnected and I also called the new number that I shouldn’t have and that is disconnected as well. I had a message on my phone yesterday from optimum about my recent call to customer service. If I need to speak with someone to call [protected], shocked! (not really) I had to leave a message and wait for someone to call me back. I called at 11:07am and I called back by chance to see if anyone answered at 11:17am its 1 pm and I haven’t received a call and I probably wont. My biggest complaint here is there is no one that fixes or who can fix the problems here. I am going to get a bill from them and I really don’t think I should pay for anything. I am writing this complaint to the fcc for issues I am unable to get resolved by optimum there is literal no way to get in touch with someone to handle my complaint. They have not provided the service they promised. I will be contacting LFA and anyone who will get me to someone at optimum to resolve my issues and at this point and some compensation. The other issue I have is there is no other cable company I can get service from. This is a monopoly in Brookhaven town that has gone on for over 30 years and is un fair and illegal. We have laws about monopolies and New York has allowed the laws to be broken. I hope someone has more time than me and get a good lawyer. No one should have to go through this and be treated like this. It’s disgusting and very frustrating.

Thank you for your time

Nicole Fortin

Optimum barely supports TiVo users. My cablecard stopped working on 5 HBO channels, which I pay a premium for. They couldn't manage to fix it, so I ignored it for a few months. Then my screen statred pixelating on Showtime.

So I drove to the Optimum store (25 minutes away, 1 hour wasted time) and replaced the card. ALL of HBO would not work on the new card, and on regular channels it kept giving me the prompt screen to call my cable provider. This issue persisted even after I called them and they asked me to restart my box. Still no good. Then they scheduled an onsite service call for 5 days out, so that I would have no TV for the weekend.

So I wasted another hour driving to the Optimum store to get another card. They told me there are NO new cards - they are all refurbished. So I'm just inheriting someone else's problems. Which is what happened with the third card - now NO stations would work: same stupid "Temporarily unavailable" and "Call your cable provider" messages on every screen.

Then someone called for India as some sort of pre-interview for the service call. She took me thru the same basic restart process, then said there was no more she could do, and I would have to wait for the service call, now 4 days away.

It's pretty obvious they just want me to rent one of their crappy cable boxes and ditch my TiVo, which has so many superior features. All I can do is cost them as much money as possible to keep trying to fix my issue.

This is easily the utility that I have hated the most in my entire 60+ year life. This is what happens when you give a virtual monopoly to a public service provider, and why they've got an "F" rating here. I couldn't possibly hate them more. I wish I could give a "zero" rating...

After many long calls to Optimum and explaining to several different people the issue I was experiencing, there were no results. Not one person was able to answer questions and these were all IT representatives. A couple of representatives were accusatory. This was over a two day span. There is still no resolution. The last person I spoke to told me he would return my call and never called back. In fact, everyone I spoke to was not helpful nor informed on how to address the issue. Although I asked for a supervisor, I'm not sure if I spoke to a supervisor. The supervisor knew even less than the representative.

I ordered services in mid-November 2022. In mid-January 2023 after canceling appointments, lies, lack of customer service I canceled my order for services. They have still not refunded the fee paid at time of order. I have no services, never have, and definitely never will. Yet, no refund and they sent me a bill for nothing. Sorriest company ever!

I ordered Optimum and they came out and the installer said someone made a mistake, our product does not come this far down this road. He said I will let them know and they will mail you your refund.
As you can see it has been since August and no refund. I contacted them at least 4 times and each one said it takes time and of course dummy me said ok thank you. I went online to find and email. I did find some bpeoput none of them worked.

In just 6 days I will be 76 and I'm not sure about you but that buys groceries for me. Not a lot anymore, but it sure helps. Please help me. This is now Jan. 28, 2023 and still no refund. $40.00 is not a lot, but how many people have they done that too. Some don't care, I do. At my age, I can use that. Thank you for replying. Grace

For 2 days now we have been trying to pay our bill. The My Mobile continues to buffer for those 2 days. I called this morning and arranged a call back.

Customer Service called back and for 15 minutes I was on hold listening to a recording say a customer service would be right with me. THEN CUSTOMER SERVICE HUNG UP ON ME.

I called back and now it's another 20 minutes waiting on a call back, which I haven't received yet.

We began with Altice when they first started the mobile service. Then Optimum took over and we continued with 4 phones, and we have paid 2 phones off and just added a new one.

It feels like your company does not care about the little people.

The service with Optimum is the worse ever its always not working or extremely slow their customer service is awful they never know how to help with your problem also they tell you about getting a promotion that includes a visa gift card that they never send out according to them because in the fine print it says you must be current for 3 months which they never mention when setting up the account you will be better of with AT&T or any other provider don't set up service with Optimum save yourself the slow service or no service at most times and awful customer service.