Optimum Reviews

I’ve been a customer for close to 20 years except for when we moved here. They took over the internet company that we were using and the price went up from $35 a month to $50. With autopay from our checking account. 2 years ago it went to $75 without even notifying me. They still take $10 off for autopay and my last bill was not taken out, so I got a bill for $140! Meanwhile they have a promo for $25 for 36 months or $50 for 5 years. They said that they couldn’t do anything to lower our payment. Nice way to treat loyal customers. :(

Just switched over to Optimum for their great promotion only to find out I'm permanently locked out of my router. No access to port forwarding, dhcp, etc. When will this stop? What am I paying for?

This is the WORST company ever! They take money out of your account without permission, causing me to not have enough for my rent. This isn't the first time they say there is nothing they can do and tells me I have to dispute it with my bank. If I do, I have to pay $35 stop payment fee. I'm sooooo fed up; I'm going to look into the Better Business Bureau. It is illegal to withdraw money from someone's account. They apologize a lot and say they can UNDERSTAND how you feel, but they refuse to help you with a mistake they made. I STRONGLY suggest to run away from this company, and that is not an exaggeration!! They do not deserve even one star!

Do not get Optimum if you can help it. Not only is their “fastest service” completely unreliable. They will not be easily met with complaints or other issues. I have had almost nothing but problems with Optimum and I can’t recommend it less.

SCAMMERS! SCAMMERS! SCAMMERS! If you want to have a good introduction then rate hikes 3xs a year then this is your company! Customer service sucks too! Worst experience with an internet company ever!

**A deliberately obstructive cancellation process — 40 minutes wasted just trying to leave.** I rarely write negative reviews, but my experience trying to cancel Optimum yesterday was so appalling that I feel compelled to document it. I had already switched internet providers. I did not want a better deal, a discount, a new package, or to be persuaded to stay. I simply wanted to cancel my service.

I have never been more frustrated with a service provider than with Optimum. I could write paragraphs but will just say that it's taken me over 6 hours over multiple days to cancel my land line that I no longer use. In the middle of this process my credit card was charged the fee that I have been trying to get rid of and they have been unable to refund it. I have never had an experience with such incompetent people who have kept me on hold, transferred me to numerous people and refused to let me out of my phone line. I think their MO is to wear you down so much that you lose patience and agree to keep the line. Stay clear away from this company. They are truly THE WORST!

On September 23, 2026, I called in the morning to Optimum phone (973-230-6048) in order to close my account because I moved out of the area. In my new area Comcast is the provider. The person on the phone started asking questions that were irrelevant because Comcast offers the same service. The whole interaction became an endless Merry Go Round like offering services that Comcast included in my account. After we finished, The person said that the call would go to another person to make it official.

The customer service is incredibly bad. They don't even try to be helpful. They only try to upsell you and give you vague general chatbot apology responses to every single problem.

Service is not good. It is down way more often than it works. Very frustrating. I have to use my mobile hot spot just to watch TV 80% of the time. Yet to say I pay $165 a month for the service. I am changing to AT&T!!!

If I could give the minus stars I would. I’ve been with these people for over 40 years, at 1st they were a wonderful service. Today the only reason that I am with them is because they the only game in town, eventually Verizon be available, but honestly they’re not much better.

What an absolute disgrace, no wifi for three days last month. No wifi for three straight days so far this month, no courtesy call. No credit. No nothing, first time in my life I have left a review, horrible, this company needs to be investigated.

This is one of the worse companies to enter into a service with. They will hold you agree to changing billing say they are wrong and still make you pay what they deem. I don't even have the equipment. It has been returned and they are still charging the same rate. Every time they come out to install they don't have a street permit and leave. Been going on almost 2 years of the same nonsense.

When service ACTUALLY works, it is fast. It goes out up to 10 times a day, and we've been on the phone on hold for hours at a time to resolve the issue, just going in circles... still not resolved. This time they just hung up on us. VERY poor customer service!!!

This company has lied since day one. Every month the bill is different and there's some fee and any time I call they claim I am behind. I am on a fixed once a month income and I pay all the bills when that comes in - I am, in fact, a month ahead on their bill. The service is terrible, constant outages and basically turned off at 10 pm until 6 am every night as if no one will notice. I changed to a different company. Could not find any way to cancel service online or in the app.

The customer service is the absolute worst and the service itself is mediocre at very best and that's generous.. Trying to speak to a clear english speaking person is a crap shoot and even then all they do is switch you to one person to another and absolutely waste a couple of hours of my valuable time.

I have been a customer with optimum for 20+ years. I recently tried to reduce my bill by decreasing from 1gig to 500 mb internet service. My bill went from $85 to $65 for one month then the bill went up to $90. I called and was told i lost a promotion causing the increase. I asked if they have any new promotions that would reduce my bill. They offer me $45 per month for 3 years for 500 mb. $48.50 with taxes) This process took over 2 hours on the Phone (reps name was Sergio). A couple of flags i should have realized, he said he had to run a credit check, I responded by informing him i was a customer for over 20 years never missed a bill. He said he had to do it for me to get promotion. Towards the end of the call he said i will be getting an addition mobile phone number. I replied i don't want to change my phone service. He said just port your existing number over. I thought that was manageable.

I have been an Optimum customer for 12 years because there were no other reliable options for my area until now. I called them to disconnect my service and it took 38 minutes and two different representatives trying to sell me sh*t and keep me as a customer for them to put in the order to end my service. The last guy I talked to tried to trick me into staying. They do not reward people who stay with them. They will soak you for all that they can over time. I received 3 phone calls from them today trying to keep me as a customer. No means no. They need to learn about consent. I feel like I am leaving an abusive relationship.

DO NOT SIGN UP WITH OPTIMUM!!! After more than 20 years as a loyal customer, I am disgusted by the way Optimum has handled my account. I have been repeatedly misled about pricing, overcharged, and given promises that were simply not honored. Representatives have quoted specific prices, discounts, and corrections, only for the next bill to contradict what I was told. I have documented the dates, representatives, promises, and billing issues and can substantiate what I am reporting. Even worse, I have been promised a supervisor callback on THREE separate occasions. Not once has a supervisor actually called. EVER. A company who cannot stand behind what its own representatives tell customers (and cannot even return promised calls) has completely lost my trust. Twenty plus years of loyalty apparently means nothing to Optimum. My advice: Take your business elsewhere.

This feedback is for Optimum. I was a customer for 23 years. After they continually raised my monthly bill without any upgrades to services, I decided to cancel. I canceled on August 10. I spoke to four or five people on and a couple of days after I canceled, and not one person told me I would be charged for an entire month if I canceled on the 10th. I returned all of my equipment the same day, the 10th. Then, at the store, I spoke with a fifth or sixth person who did not tell me upon returning equipment, that I would be charged until the end of the month. So my naïve self assumes I'm only being charged for the actual ten days of service in August. Fast forward to August 27, and I get charged for a full month.

The Optimum representatives lied to me about their cell service and when I went to switch back to my previous provider, after 2 weeks with optimum, the agent refused to provide me the transfer pin. I will now cancel my home internet, with optimum, entirely out of spite. The representatives are rude, they lie, interrupt and are only driven to keep you as a customer and could not care what issues you are having.

OPTIMUM is without a doubt the worst service you can find. Their Cloud DVR is essentially USELESS as more than half the time you get a message part way through a recording "there is an issue with this request. Please try again later." Their rates are RIDICULOUS. I pay for 300 MBS but it only get close if you use their speed tests, others are way lower, less than 100. And the customer service is non existent. Look elsewhere.

I was an Optimum customer for 5 years. It was a constant battle over price increases usually requiring me to threaten discontinuing service. I called one day to ask a simple question, and it took 15 minutes to get an answer because the rep was busy trying to upsell me on phones which I repeatedly told him I just wanted an answer to my question. On another occasion I was told that my router problems were due to me not rebooting the system often enough. I was told at least once a week. Once I was finally given a new router this problem went away, go figure. Most recently my price was increased another $40 per month. I called to terminate service and was on the phone for 49 minutes with multiple reps trying to keep my business.

Horrific Internet service. It will be out every couple of months and then you will wait days to a week to have someone hopefully try to fix it. Forget being overpriced which it is. This company is a monopolized nightmare. They should just give up and close down. It is horrific.

Two appointments with two techs. No one at Optimum bothered to run the Fiber to my residence. This company is bad news! Stay Away!!!

I would give 0 star. This Optimun store on 237th and Broadway is the worst. They have given me the wrong model phone twice and refused to take it back. I spend a total of 159.00 and the issue has not been resolved. Spend 4 hours waiting. Do not use optimun. lt is the worst

Optimum has been, without question, one of the worst companies I have ever dealt with. The level of customer service is absolutely unacceptable. From the day of installation, the service has never worked properly. The DVR, On Demand, and other basic services have repeatedly failed. I have spent countless hours on the phone with technical support, only to go through the same frustrating process over and over again.

I had to move my service to a new address. I gave the technician my old equipment and 3 months later I was charged with a unreturned equipment fee. I called customer service, let them know I do not have the equipment, only the equipment the tech set up. This was back in June. Every time I call to get this issue resolved they try to get me to buy mobile service instead of fixing this issue on my bill, was told I will get a credit to my account for next month, never happened and got a email I will receive a gift card, never happened.

Optimum internet customer service is horrible. I did not use their service but bought a house in Huntsville for my kids to go to school there. I just paid for the service. My kids graduated so I sold the house. It took me exactly 1 hour on the phone with customer service just to cancel my service! Why would it take an hour to cancel service with anyone? I told them based on my experience with customer service I would not use their service if they offered it for free! Stay away from this company. I can't believe they are still in business unless that is how they stay in business by not letting people cancel. Just crazy!

Their offshore cancellation people make you wish you'd never done business with this company. After awful internet service for years, losing service several times intermittently every day, technician visits that change nothing, I was finally able to find another service and cancel Optimum. But that process was so incredibly maddening. They make you stay on the phone for 35 minutes while more than one offshore person keeps pounding on you with offers to stay. They don't care how many times you just say cancel. They will not process it until you are flaming angry. Makes you feel like you're dealing with scam artists.

Connected Optimum Internet in the summer of 2024, with the alleged promotion of price lock guaranteed. Turns out, that was a lie. As of summer of 2026, they were going to raise my bill by $25 a month. Called Optimum customer service on 8/19/26 to see if they had any other promotions or any retention promos and lady sounded like she had absolutely zero interest in helping their own customers. Only thing she advised that you can switch to their cell phone plan as well to get a discount. I advised her that I would most likely switch to Verizon (same exact Internet speed for $20 a month compared to optimum’s $75) and her response was okay just call us when you want to close the account.

Customer is disgusting. Optimum is not helping at all. I transferred 5 LINES from T-mobile to optimum in August and I asked them beforehand if I will have any issues and the customer service said it will be smooth transition and the moment I transferred all August had issues with connection. My number even is blocked, now and optimum is still charging me even though there is no connection. I had to buy from Tmobile new line to be able to have connection. Suggestion, before moving clients to Optimum train your customer service so they understand what to do and what is going on and not wasting customer's time whole day. The whole day I was on the phone and no one could help me. So unprofessional, regret transferring to Optimum. DISGUSTING.

Very Monopolized business practices. When shutting off your service I called to shut it off on Aug 15th. My billing period was from Aug 11th to Sept 10th. They refused to credit me from Aug 16th to Sept 10th. Any honest company would follow through with billing practices to be fair. Therefore I had to pay the full bill of $100.00.

The dingbat that called me that represented your company made me decide not to get your service at all. She talked way too fast so all that I heard was blah, blah, blah. I could not understand a word that she was saying!!!! Is that what you really have representing your company?

Poor poor poor unreliable WiFi connection. Internet connection unacceptable. I had box changes modem changing cable boxes change over and over for years. Now this streaming service is beyond the worst and charging $14.99 a box. No senior citizens discount, nothing. The technician are uneducated and they don't know what they doing. You call to complain to BBB and Optimum calls back pretending to be BBB and still no results. I call 311 and within 14 days they find your complaints no founded.

The assisted living facility that my mom moved to last year used Optimum for their phone and cable service. Unfortunately, when my mom died this week and I cancelled the account with a credit balance, I was told they will not send a payment back. It “zeros” out when you cancel the account. I have never dealt with a company that did not return a person's credit balance. DO NOT USE THEM.

Customer Service at Optimum has been by far the WORST and most unfair experience I have ever dealt with, with any company. Please just go to your store in your location. I have had wrong information from three people. I had to move out of my in-laws home that my fiancé and I installed Optimum Wi-Fi on. We will be staying at a friend's temporarily for a month and a half until we move into our apartment.

Can’t understand most reps. Always mixes up billing. To start new service in a 2nd home; first want a fee of $100 then changed to $40 & $25. When I paid at 2 different calls both were put on hold because said in email I’d not paid. Finally got rep that rescheduled AGAIN because she could see I’d already paid $80. Go figure. They don’t know what they’re doing.

You guys cancelled my service for no reason. Didn't even speak to me. I was a customer for years and never missed a payment. Great job trying to get rid of your customers.

We had Optimum in Flagstaff, AZ for 4 years. No real issues. Occasional outage, but that's to be expected. Then they started raising their rates. Then, when we decided to move, it was time to disconnect. This is when the hell began. It is nearly impossible to disconnect with these people. I spent over a half-hour on the phone trying to tell them to remove me. Finally, after jumping through a bunch of verbal hoops I got them to say they would disconnect and would send me an email of that fact. Well, of course no email showed up and then they sent a text message asking me to call them. When I did it started all over again! They do not want to disconnect you. It remains to be seen if they actually disconnect me or what.