Optimum
Reviews and Complaints

I had new service installed in December 2021. I was supposed to receive a $300 gift card for getting the service. I have been calling since March 2022 and I still have not received my gift card. I was told it would be directed to the expediated department and they would call me. I have never received anything nor a phone call to tell me when it would be mailed.

On August 4th 2022 I called optimum customer service number [protected] & upgraded my services from 300 mbps to 1gb. I was told my ACP credit would apply to my upgrade. I received the bill today and was told my ACP credit has been removed from my account that I have to reapply and wait the 3 months all over again. Also that the ACP credit is not available for 1 fb so I must downgrade.

Optimum has consistently OVER BILLED our Veterans Group. in NJ. We have called 18 times...18...The customer service pretends to drop call (we are on a landline !) Or they hang up directly. Be aware the call centers DO block calls at corp. request, If there are over billing errors. BE AWARE DO NOT USE AUTOPAY...They WILL OVER BILL YOU.

Back in jan. they told us they would correct. They did for one moth, Then BACK TO OVERBILLING...They are counting on you not to notice.

I have been lied to by your customer service . I purchased a cell phone and started service less than a year ago. My new Samsung started messing up, I tried calling the local store, which has no number listing anywhere! So I was directed to several agents in Jamaica who just sit there reading a screen and are of no help whatsoever. Finally, on the third call to customer service, she tells me, "my phone is under warranty, and if I take it to the Optimum store, they will exchange it? I have to ride 10 miles just to this store, only to be insulted by poor customer service telling me they are not going to help. Thew wont try to fix it, they wont exchange it, and they wont let Me upgrade to a better one. Both agents in the store are then getting an attitude towards me. So I asked to speak with a supervisor. They tell me then that there is no supervisor at this large Suddenlink/Optimum store? They give me her number and ask me to leave. It felt like I was dealing with a cheap cell phone store that expects complaints. I also have internet and cable, which I will be closing out. This is a very poor way to do business!

I recently moved to an apartment in Clifton, NJ and in the last 4 months I’ve had , by far, THE worst service ever! My Internet goes out every single day so I have to reboot it, my TV goes out at least once a month and I never get reimbursed for the time that I don’t have television or Internet. Now my service is been out for a week and I was told that today They were coming to fix the problem by 8 PM and they called me at 7:40 PM to cancel the appointment and told me the next available appointment would be on a Sunday. Today is Monday so they are expecting me to wait another week to have my service is restored since my area is a monopoly dedicated to my area I am being given no help and there’s no other option for me to be stuck with this service unless I decide to move. This should not be my alternative to getting good Internet and television service.

In August of 2022 I moved into my new apartment. I signed up for Suddenlink/optimum internet. I was promised a gift card of $250 for signing up and would receive the email for confirmation within 48 hours. I have not gotten on email or bill since signing up. I have had nothing. It issues with my services and is constantly not working. I reached out to customer service and they told me I did not qualify for the promotion and would not review it. I responded with that is funny because I did when I signed up. Which was one of my motives to using them. They have come up with every excuse to why I don’t qualify. I highly recommend DO NOT abuse this company. They falsely advertise to get clients then make lame excuses why you don’t qualify. The service itself is awful and not worth $80 a month.

I was without internet for most of the month of May 2022. It took 3-4 weeks to have a temporary line installed. That temporary line has still not been buried and is strung across the street and two sidewalks. I have called multiple times to have a ticket made for the line to be buried. Someone shows up and says they cannot do it and the will create a ticket and it should take 10-14 days for someone to come install and bury the line. Unable to have a supervisor contact me also. This has happened 4-5 times over the past couple months. Jason Roland [protected]

Optimum has posted that effective July 12, 2022 new Internet Customers would receive Upload speed service at rates less than previously provided. It also published that for existing customers - unless they change service plans - they would be "grandfathered" and receive the upload rates previously advertised.

I have a 200 Mbpsdownload service and in the past experience upload rates significantly above the 35 MBS that was the account criteria

During recent usage I realized that my upload speed was seriously reduced. I am experiencing upload of ~ 10 Mbps

I have had 200 Mbps service for some time and I have not changed anything.

I phoned Optimum to inform them that I was approved for the Affordable Connectivity Program. The agent told me that I had to go to the website Optimum.com/acp. and fill out an apllication to apply the approval tomy existing account. I visisted that site and all I saw was an applicaiton to apply for the ACP program or two other choices - one to sign in as a non customer or to sign in wihtout loging in.

I phoned Optimum back and the same agent told me that I was wrong and he would guide me on how to sign in at the site. I opened up the optimum.com/acp.. no place to sign in with my login in ID. He said that I made a mistake and instructed me to go out and open the site again.

Still no place for me to login.

He got very bosterous and rude and made me feel like I was a complete idiot. I was angry and upset by his arrogent and condescending tone.

He said that I wasn't listeneing to him and told me to chill out. He wasn't listening to me telling him that the page I was looking at didnt have a place for a customer to log in. I read him what I was looking at.

He said that he couldnt help me and hung up.

I am now working from home and have to upgrade our internet service. We had an appointment from 2-5pm today 8/18/22. My husband called at 4:45pm to see the status of the technician (after waiting at home for the technician). Dispatch calls back and says the technician is running late and will arrive late 5:30pm-6:45pm, but the technician would let us know and call us with an ETA. Nope. Never got a call, and when we logged into our account, it showed our appt was from 5pm-8pm. I called and talked to three people telling them this was a total integrity issue, and we were told our appt was never from 2-5pm, and when I questioned the integrity of that, I was told "nobody would change that in the system". Nobody would transfer us to dispatch. Nobody could tell us what the heck is going on. The system showed the technician would arrive between 7:11pm-8:11pm and take 2.5 hours. I have two babies and can't wait for this. I'm a nurse and have to leave for work at 5:30am. Nobody on the customer service line can help us. Horrible service. Then the technician Ricardo calls us and tells us he is on the way and sorry for the delay that our appointment was from 2-5pm. Unbelievable customer service and total integrity issue! The minute ATT comes to our neighborhood, there will be a mass exitus of residents switching companies.

I’m a long-time Cablevision/Optimum customer (going back to the 1990’s at least). I have found customer service to be mediocre, at best. One major problem is language barrier with many reps…I speak English.

Today I had an unusually unsatisfactory experience. For YEARS, I’ve tried to use Optimum Wi-Fi- hotspots, to no avail. Today, I thought I would call customer service and get some help. I pay $200+ a month for service, so I want to utilize whatever options I can.

Today I called and got Loren on the phone. Loren seemed to have a stilted use of the English language, I had to strain to understand her, and often asked her to repeat herself. She went through many troubleshooting steps with me, to no avail. At one point, she wanted me to get an app that would assist with W-Fi connection. She started spelling it for me, but I could not understand her at all. She would say a letter and I would repeat what I thought she said, but I was wrong every time. I then started repeating back to her (“F as in Frank” “E as in Edward”) but our communication completely broke down. She put me on hold and cam back, this time able to put a word with the letter ("S as is Sam”) until we spelled Speedify. I downloaded the app but it wanted me to pay an $89 yearly fee. I was not willing to do that.

I asked Loren if she might be able to get someone else to help me, as we had been trying for some 55 minutes. She seemed reluctant to pass me along to a more experienced rep - perhaps reps are dissuaded from escalating a case or contacting a supervisor? Finally, I begged her to please get me someone else, as we were getting nowhere.

She finally escalated me to Bernice. Bernice also could not solve the problem. She offered to take my number and get back to me with someone who could help. By the time I hung up I had been on the phone with customer service for over 65 minutes and gotten nowhere.

Would you appreciate this kind of service? Again, over $200/month for Optimum services. I also have to reset my modem/router about once every 10 days which is extremely inconvenient. I have had this Optimum equipment for over 11 years - perhaps it needs to be modernized with new items?

WE moved our business and scheduled a cable line installation for August 15 between 8am-11am. An independent contractor showed up who said he couldn't install a cable line and we needed to call Optimum Service. The original work order stated up to a 500 meter cable line needed to run from one side of the building to our suite. The contractor was very nasty, rude and said he wasn't get paid to do that. He walked out and never rescheduled our appt. I called and spoke with 3 different people who said they would escalate to a supervisor. a new appt was scheduled for 8/15 bet 8a-11. Another independent contractor showed up and told us the same thing. He could not install the line and an optimum field services tech should be responding to the installation service call. Called customer service again and never heard back from them. Every time I call i get different information from different representatives. I have now wasted 900.00 for our IT tech to stand around to help with setting up all of our equipment. I have 12 people not able to work foer the past two business days. We still have no service and no phone service. This delay has cost us thousands of dollars!

Really is the worst most unprofessional customer service I have ever had experience with. The company promised me a 300$ gift card after I signed up. Never received it. Figured like any other company, I just let them know and they will send out another. Told them and they basically replied to me that I’m out of luck I’m so many words. In all my years this is a first and after the rude calls I’ve experienced and lack of care on their end I can easily say I will not recommend them to anyone.

I ordered internet service... Only... From optimum on 6/12. My credit card was charge $150.00 plus a home entertainment fee of $10.00 was added and a phone for $15.00 the total is $244.00 for one month of service of internet I was offered an internet service for $35.00 per month. No installation fee and a router included for a contract service of one year. This is what the sales lady sold me. The saleswoman insisted on getting a credit card or she would not put the installation order. She also told me that the charges will not be more than a month pre-payment of $35.00.

Two hours later when optimum send me an e mail with the order description,

I saw the $150.00 charge that I never authorized.

I immediately called. I took me two hrs. to get through. I was

promised a call back which never happened. I sent an e mail on 6/13. Complaint about the charges I never authorized.

I called many times. I received this month a bill for $244.00 for a month of internet service. After waiting, and getting disconnected a wait of 1.5 hrs.

to speak to a supervisor Mike supervisor of your retention department

who only gave me an id # 845745. On 8/2/22.

Mike went over the bill and told me that if the sales agent decided to charge me an installation fee of $150.00 and add to my bill things I never order is fine. Because I received a copy of the bill is nothing I can do. I requested to speak to someone else in authority and Mike told me he was the only person I can talk to and maximum decision maker. He informed me that the installation fee is usually $60.00 but if your agents decide to charge more is ok.

I have all three services with Optimum... TV, phone and internet.

As a three service customer, I was entitled to a free iPhone 13. I called during the right time period for 3 days and several hours a day. The operators either told me they could not find me in the system or kept sending me to another operator and dropping the call. I went to my local store and they told me that they did not have the i-phone 13. The time passed and nothing happened, even though I was assured I would get it for free when it came in. I ended up paying for it at Optimum and they charged me more than the prices shown. I was entitled at the time to a free year's service. You keep charging me for the service. I want to call the Better Business Bureau.

After 3 appointments to have altice mini installed at my home, we finally had a tech show up. I was told after the 2nd appointment when a tech did not show that I would not be charged for an install. I was. The tech showed and said he could not install altice mini at my home as it does not work in my area, so I returned to him 2 cable boxes and he provided me with a 1 smaller box as I decided not to keep a 2nd box since it was not what I wanted. I am not being charged for the install and for 3 boxes on my bill. I have made multiple attempts to call, I get people answer with laughing in the background and no answer to have to call again and wait on hold for 30+ minutes for another person to answer. I was told I needed to talk to tech and then sales, was passed to tech support and then disconnected. I will likely just be cancelling optimum service.

Your system was incapacitated approximately 11:30 am today 7/28/22.

I was notified 2 hours later the service is up and if one is unable to access their mail must follow some steps on their router. I am about an hour away from that router and was unable to do so.

I called and was unable to have any access without a pin number or rebooth the router because I was not on the premise where I would be able to access anything.

I waited on the telephone for 1 hour assistance and now waiting another four hours and no call at this moment. I cannot get into my email and have to answer a lot of my business mail.

I am definitely looking for another service. However, in the meantime I need my service NOW.

Please give me a call ASAP [protected]. MRS. THORA HENRY

I have had 5 techs to my house - they changed the coaxial cable - still no internet service. They tightened all the wires and cables everywhere - still intermittent service. One actually climbed the pole and tightened all the wires outside and inside the house - still intermittent service. My internet keeps going in and out of service. I was told it's my modem so three modems later, still intermittent service. The modem was put in another room - same problem. It's the main wire that needs to be replaced and I was told it can't be done. My internet service goes in and out when most people are on line. I am disgusted because I still have to pay my full bill every month. This has been going on for months!

I placed a service call because both cable boxes stopped working. I called yesterday, July 22nd and was given an appointment for today July 23rd between 10am and 8pm. Checking their webpage, it said I would be their next stop around 8pm. After no one showed up, I called and was told they would need to reschedule and gave me an appointment for WEDNESDAY! My family waited ALL DAY for this for nothing! When I called the rep said there was nothing he could do. There wasn't even a supervisor to talk to. This is completely unacceptable! I'll be posting this to social media and complaining to the State Utilities about this!

Below is a picture of the error I get on both Samsung boxes. This happened Friday morning when it told me to turn on both cable boxes. There was no power outage overnight to cause this. My ideas is that YOU tried to push an update to both boxes and it messed up everything

After the original remote-control unit used with Optimum cable TV service broke, Optimum provided a new remote-control device that does not comply with the needs of its customers with vision problems and thus fails to comply with the requirements of the Americans with Disabilities Act. My wife's vision is impaired, and the replacement remote-control unit provided by Optimum is designed with tiny markings that are extremely difficult to see, even for a person with satisfactory vision. Furthermore, attempts to obtain from Optimum an older unit having more readily discernible markings have been unsuccessful; the only response from Optimum customer service is "we don't make that unit any longer". In the absence of a satisfactory resolution of this failure, it appears that the only option will be to file a complaint with the Centers for Disease Control and Prevention or the U.S. Department of Health & Human Services. While the latter course of action is extreme, Optimum has failed to consider the needs of its consumers and has to now failed to reasonably cure its failure.