Optimum Reviews

Over three hours on a Friday evening! And still my cable is not working! They gave me a new box two Weeks ago which is defective, they sent me a new one and it is over three hours and this issue is still not resolved! And yet they charge a fortune for this ridiculous company! And nobody's accountable there it's disgusting and disgraceful

On April 11, 2022, I returned a qty of 5pcs to the Optimum Store located in Elizabeth, NJ. I started receiving calls from a collection agency approximately a week later, which prompted my call to customer service on April 23, 2022. During the automated call, the automated system stated that I owed $228.19. After providing the necessary info to verify my account, I explained what the automated system said and asked if I had a balance on my account. The rep (I think his name was Justin) informed me that I didn’t have any other charges on my account and it is due to the merchandise that has not been updated on the account.

For months now I get notices on the TV that a channel is not available. It is the Network stations. CBS, NBC, ABC. I have reached out numerous times. I am told to reboot. I do... Then they come to the house. Find nothing wrong. They cannot figure it out. Every time I call they make me go thru the same process that never fixes it. When I ask for a discount I get a couple of dollars off 1 bill but have a reoccurring issue. If you call you are on hold forever,..if you try to message.. they are confused. I want to switch services but have no other option. I pay in excess of 200.00 month for the worst TV experience. I just get someone overseas who I cannot understand and does nothing to help. If you have another option for service...TAKE IT.

It has been a nightmare having Optimum service. Technicians have been to my home a dozen times, they say the issue is fixed and it never, EVER is. I have to call again, wait in the 3 hour window and the same problem keeps happening with confident assurances from Optimum that it's fixed. The problem is they have a monopoly; I have no other choice for Internet service so why should I get good service? If you have any other choice, take it! I would drop Optimum in a second if I could.

Optimum had a promotion of a $200 gift card for switching- but I never got it. When I called in to ask - they tell me I paid first month’s bill late and that disqualified me for the promotion - they couldn’t tell me when or how the bill was sent. Let’s say they did send the bill properly and I missed it - you would expect some penalty and/or interest - not use that excuse to keep the $200/-. Clearly shows where their priorities lie - use whatever crooked methods you can to cheat customers - suggest being careful with them.

Updated on 06/27/2022: Update to my last review. Signed up in December. Was told I would receive a 300 gift card after 3 months. Never received the card. All I got is a bunch of people wasting my time telling me they are going to look into it. We are almost in July and still I’m getting the runaround. Terrible customer service. And the best part is after this review there will be a message under it form their resolution department to make it look like they are trying to resolve the issue.

This is the worst customer service I’ve ever seen. I was on hold for 40 min to talk with someone only to be put on hold for another 40 minutes. I’ve been a customer for over 10 years and my bill has gone up to almost 300 per month and I’m calling for technical support because my internet drops every day. If someone doesn’t call me back soon I’m going to repost this on every internet site I can. I wish Verizon was an option out here.

From beginning to end Optimum it's been a nightmare. If you have the chance choose any other service provider please do so. As their lack of interest for customer and poor quality internet is a real problem and they don't care until you escalate matters into the Better Business Bureau.

They charged for thing in the most confusing way possible and don't offer any recourse when there is an issue. I was charged for a service tech to come out to fix a box of theirs that wasn't working. Before this, I tried to fix it over the phone and the service rep assured me I wouldn't be charged to the tech since it was their equipment and their problem. Then I was charge $80 with no recourse. I do not recommend, go with anyone else.

I called 6 times today alone and got nothing resolved. Instead I was greeted, "Oh yes we can help", which lead me to become frustrated and angry, that caused an anxiety flare. I switched carriers, oh big, big mistake. They never ported my number from another and canceled the port giving me a new number. Nope that's not what was promised. The phone choice was limited. I chose a 13a ok well it won't make and receive calls. No service at all. It's T mobile. The worst in the country for coverage. They advertise best coverage, but do not believe it. The Customer service agent wanted me to buy additional lines to port my old number again. Excuse me I can't get service now why spend more, "Well you can get a refund". What I say? "I'm done talking. Get me a supervisor," oh no that was unheard of. I have wasted 8:30 am to 11:30 so far and not one thing accomplished.

Was a paying customer for 10+ years and can reliably say the customer service experience has been consistently inconsistent over the years. By this I mean, I'd call one operator about a billing or service issue, get disconnected or experience inaction, and then call again only to reach a different operator who contradicts what the previous operator says.

Optimum used to be the best. I paid a premium for this service. For months my internet and phone would disconnect, sometimes for days. 6 different techs came to my home giving me different excuses as to why they couldn't fix my problem. I spent countless hours on the phone with customer service and support. I asked for a refund for the months of interrupted service, they said I had to send an envelope with a request for a refund. Imagine an ISP requiring you to do this. Well I'm done with Optimum and have found another service provider that may not be as fast but actually stays on 24/7. They even cut off my email, good thing I already transferred my emails. Sad ending to a once solid ISP. They seem to not really care and hope you just deal with the poor service. Good luck to those that stick with them.

This by far is the worst mobile company I have dealt with. Customer Service is horrible and no one really helps. I have been calling for two weeks now and have not had anyone help me to get my internet working. I regret doing the switch.

Optimum has THE WORST, I repeat THE WORST customer service and are in the business of ripping their customers off. They have been charging my mother, a senior on a fixed income for an extra cable box for 13 MONTHS even after I called to fix it back in February of 2021 as soon as I saw the error. Despite providing the return label, they couldn't see they received the box and accused us of not returning it. I had to provide them with proof of return MULTIPLE TIMES. They allegedly Escalated the matter and yet I received no calls back from a manager.

The company credited my account. Balance is now zero.

The worst company ever, customer service, if you can call it that, just hangs up on you. The only reason I'm forced to continue with them is because they have a complete monopoly in my area. For the second time in less than two years, their terrible rigid outdated systems randomly decides that I'm moving and disconnects my service. It takes days to get it back, days of utter frustration and stress. Unbelievable that we as consumers seems completely defenseless against their mistreatment.

If you are able to choose another service provider - choose practically anyone BESIDES Optimum. There are more hidden fees that you care to admit. In addition, the internet service is terrible and the customer service even worse. Communications are sent "from" Optimum with incorrect information and they have no record of the communications or no explanation for them. Try calling -- you will get transferred through a multitude of departments since no one knows how to help or has the capacity to do so. Only call them if you want to make your life less happy than it is.

The service they offer is horrible -the customer service is extremely horrible & hard to speak with & terrible language barrier. Hardly anyone speaks English. Their billing practice is extremely fraudulent. When you disconnect they tell you it’s disconnected then you return the equipment..THEN they send you a message telling by the way you still need to pay for the rest of the month or next billing cycle even though you don’t have the service or equipment.

I signed up for a 1 Gig Internet at $69.99/month with no long term contract. However, when I cancelled their service, they send me a bill for $226.71. When I called them as to why I was being billed this much, they just said that’s the amount I have to pay. This is ridiculous and their billing practice should be looked into by the authorities because it’s simply wrong. If you are thinking to sign up with Optimum, I strongly suggest that you think again because this company simply does not care about their customers. All they care about is making money no matter what it takes.

Got promised a free year of unlimited data, got home and had 1GB. When upgrading to what I was promised got charged $70, with an overdraft fee that customer service said they won’t cover. And won’t get the $70 back till the 6th (27th when I talked to them).

I returned the cable equipment, asked about any over/under amount at the return counter and told nothing was over/under. Imagine my surprise when instead of a refund check I received a debit card. Now I'm stuck fussing through some no-name website asking to cash out the debit card.

I am currently using Optimum Internet service. I wanted to switch to a different internet provider last month due to the constantly increasing bills and called Optimum customer service to disconnect the internet service on 2/28/2022. During the conversation, I was offered a better promotional price, approximately $40 monthly balance for the same internet speed with additional $5 discount if I sign up for auto-payment. Since the offer was similar to the new provider, I decided to stay with Optimum, set up the auto-payment over the phone, and was informed that new balance will be applied to March bill. However, I noticed that there was no adjustment on my bill.

I recently moved in NC to an address that does not offer Optimum. I cancelled my Optimum service online (as suggested in Optimum website). I returned the modem, etc. as directed to them on Feb 25, 2022. I just received a huge bill stating account still active. Was told although I cancelled in February I had to pay through the end of that cycle, March 16. They claim to have received the returned modem after March 16, so I am subject to paying for the next cycle through April 16. (They had the returned box well over a month!) And, they said you CANNOT disconnect the service online... The website says you CAN! What a mess!. I'm out of pocket over $200. I have Spectrum now. If I ever move to an area where I must have Optimum, I'll go to some other service. Hate this company... Find another way to get service. Do yourself a favor!!!

To be honest one star is too much. Had internet/cable with Optimum for a few months. We had to end service with this company because the internet service was so bad. Everyday it was a hit or miss with connecting to the internet. When you call them their solution is to offer you more stuff disguised as upgrades. But the internet service was still crap.

GET ANY PROMISE BY SALES REP IN WRITING!!! I volunteer for a non-profit business in Sylva, NC. We had service with Frontier for phone and internet, and were unhappy with speed and service. The Optimum sales rep Gary offered a good deal, but we were unsure if worth the Frontier early cancellation fee. Gary promised Optimum would cover it. So we went forward with the swap. Afterwards, Gary didn't respond to any communications. When we contacted Optimum, we were told Gary had been fired and they would look into it. They later said the Frontier bill didn't list final amount as early cancellation and so wouldn't pay. They pulled this predatory practice against a non-profit!! Now we are stuck with new provider who gives better speeds but possibly even worse service.

Horrible. They charge more than any other company for internet service. In addition they force you to take a home phone service or pay more for the already overpriced internet. This is a manipulation of the market.

We lived in NJ for several years and continuously had problems with Optimum TV, Internet and Phone service. Their customer service was terrible! Terrible to get on the phone, terrible to speak to or get anything resolved and terrible all the way around. We finally made the switch to FIOS which we were very happy about. When I made the switch, I was already into the second week after I paid Optimum for the whole month. I didn't care that I was giving them two weeks of payment, I switched anyway. NOW, over two years later, we are receiving creditor requests for the last months' payment. First of all, you pay a month in advance, that makes over a month of service we already paid for. FIOS agreed and even told Optimum we switched 6 weeks prior. DO NOT USE OPTIMUM!!! They don't care about their customers. They just want the money and there is NO ONE there who will listen! I reported this to the Credit Bureaus and it is not news to them either!

All I can say is that Optimum online has the worse customer service. From yesterday I talk to at least 20 different representatives and none solve the issue and in the end all I was asking was to add basic tv channels to my internet which I sign on online. They keep turning me to next representative and the next and then next one of them was talking to my husband, man I got you, I got you, stay with me, I got you, in the end he hang on one of them told us he can't help us. He need to couch sales unbelievable what I experience. Then I told them, "Can you cancel and then I will do it online all over again." then they told me sorry that's the issue. They can cancel it's still pending the service once again. I said, "Ok can at least you try to add cable?" Nope. Then he ask do I need they have good deal on cell service. Again he wanted to make sale. I said no help me with this issue. All I can say to optimum is that they have to change custumer service

At first, I thought that I had chosen the right company for my Home Phone Services and Internet, but little by little they started planning this game, by stating that I had to change for Paperless billing, but I didn't have fax services and I called Optimum for another line for my fax services, and I did cancel it at the same moment I mean after 10 minutes because I wasn't pleased with the price, today I was checking my online account because someone from Optimum called me as a Preferred customer by offering me faster internet services then I realized that they have been charging me $40.00 each month for the fax line that I had canceled, they told me that I lied about it, that I never called to cancel it since they have access to my credit they keep on charging me for a line that I had never used.

Hard to give enough emphasis to what terrible customer service Optimum has. The timeframes of their technician appointments are meaningless to them. We have had 3 scheduled technician appointments over the last ten days that were simply blown off, rescheduled without notice, and in some instances they outright lied that the tech came to the home and no one answered (my home security camera show that they never came). Their phone reps don’t do anything other than apologize pretentiously for their poor service and offer to set you up with a new appointment that they won’t honor. They know that customers have limited (if any) choices for internet service, and they bundle other unwanted services so as to take advantage.

HORRIBLE SERVICES. NETWORK ALWAYS DISCONNECTS. COMPLETELY unreliable!! Every time I'm in a meeting disconnects, disconnects, disconnects, disconnect. Horrible experience!! I can't wait to quit. Done.

I’m a new customer who signed up for fiber internet. Optimum no showed for 4 out of 5 appointments over six weeks, and ultimately gave me cable internet. I haven’t received any of the $80 no-show fees as credits that they charge customers who aren’t home at the time of their appointment, and I’ve lost countless hours on the phone. We’ve been locked in an unvirtuous circle where the customer schedules an appt, the company fails to show, the employees of the company have no answers nor accountability, managers are nonresponsive, and the issue continues unresolved. This month’s excuse is that the fiber in the street is damaged, which is an odd claim since they haven’t been here since December. At least they are consistent in also no showing for street repairs.

I have made numerous calls, had service techs out and been told the problem is with their outside line. No attempt to repair and I have been paying for a service I am not receiving in over 3 months. They will not do anything about it.

Tech Support told me that my Router and Modem needed to be checked to find out why I had Cable service and no Internet or phone service. After spending 30 minutes with Tech Support, disconnecting and connecting the devices nothing changed. I was told a service call was necessary. Tonight, 4 hours later, WITHOUT CHANGING ANYTHING - the internet and phone was back in service. Optimum, train your employees better so that customers won't be wasting time working on a problem that doesn't exist. I am tired of "tech support" following a script instead of looking for the real problem. If Optimum cared they would do a better job.

Updated on 02/03/2022: One Wednesday afternoon, we were without cable tv, Wi-Fi and phone. We were told the next available appointment was the following Wednesday. I asked to speak to a supervisor, her name was Thalia who spewed policies and procedures and there was nothing she could do to help me and proceeded to HANG UP ON ME. Yup, she’s the supervisor. Fast forward to the problem being fixed by a very pleasant tech, he said it was Optimum's fault, the previous techs (who were there to fix the buzzing in the phone lol) hadn’t wrapped the wires properly. We will be leaving for Verizon who has great packages. My dream is to get an apology from optimum, specifically Thalia. Shame on you.

Optimum customer service is HORRIBLE. They tell you one thing, and do another.... I contacted customer service via chat on January 11th to confirm a cancelation that I had set up for January 16. I was told by a SUPERVISOR, that since my billing cycle runs 1/1 to 1/31 and my billing date is 1/15, that the bill would be paid on the 15th and then the retention department will prorate a credit for the 16th-31st, since the billing cycle wasn't completed.

I moved to an apartment in 2019 and I decided to have Optimum as cable TV because I was sure they were honest, fair and professional, to find out that they are not at all!!! When I first started, I called the customer service and the lady on the phone told me a price to find out a month later that I had to pay over 100 USD more for the first month, something that she deliberately avoided to tell me. After one year paying 134, they raised my monthly payment to 177 without even to inform me. I had to find out while checking my account.

Please look at the bill. It is certainly not what their advertisement tells us. To get the 300 Mbps internet I was forced to buy the Broadcast Basic, which has only a dozen news channels and I almost never watched. The internet speed is not 300 Mbps as well. Most of the time it is around 80 mbps. $141 per month for just internet? They are too greedy. I finally have some other high speed internet carriers in my area. Switched without any hesitation.

I've been repeatedly/inaccurately charged for the last 9 months. BLATANTLY LIED TO by no less than a dozen employees, that matter will be corrected...month in & month out! NOT, CORRECTED! Incompetent!

I have been with Optimum over 10 years. Relocated to Florida canceled my service and Company refuses to prorate my monthly payment. They are charging me the full month of $160 without using the service. Dealing with customers this way causes companies To lose their integrity. My suggestion to new customers is don't use Optimum. Stay away.

I ordered Internet service in January 2021. I moved in February 2021 and called them to cancel the service. In September of 2021, I noticed that a charge for $49.39 from Optimum. I went back to statements since February and found out that I was being billed every month. I called them and after 4 hours on the phone with 4 different people, this lady told me that she was sorry for the inconvenience, and that she was going to refund me the money within two weeks. I was waiting for the refund but it never came. I called again after two months and I was told that no money was going to refund because they have no record that I called to cancel the account in February. They are horrible at customer service and the company is not to be trusted. I would think twice before signing-up with them.

I had an issue and spend hours talking to them more unprofessional incompetent representatives who just got me upset and didn't even sold my issue. I wish I knew they were that horrible I would never have signed up and I will never use this company or anything related to them again!

Really the worst cable company. Don’t even bother calling them over the phone they’ll give you the runaround and transfer you to the wrong department and tell you the wrong info. Nobody knows anything. They’ll charge you for equipments that’s been returned and when you call for your refund… Good luck even getting your hardworking money back.

First off the lack of internet is awful. It constantly stops working and I never once got the speeds I paid for. I paid for a gig and never saw speeds over 200 the entire time. Secondly they really don’t care about their customers. I canceled the service and apparently I owed the last month's bill which is ok. I don’t mind paying. I didn’t know I owed it until I got a call from a Collection company. No calls from Optimum whatsoever. Just send me to collections while I’m in the middle of buying a house. How little do you care for people when you send a young couple into collections while they’re trying to buy a first house after not even telling them they owe money? The only reason to choose them is if you have no other choice in your area. I will never be using them again.

Horrible customer service. Only 1 person to help around 300+ people to return or pick up or buy. This company should be shut down. It’s a disgrace that they operate. You have to drive to the facility and then wait more than 1 hour to just be seen. Someone should regulate how they do business!

One of the worst experiences. I signed Up for internet access in mid Nov 2021 and have experienced at least 10-15 drops in service per day. Multiple techs have visited my apt to say that my in home setup is working but that there is an issue with the external wiring outside of my apartment building. They were supposed to schedule a visit from an external tech to look at the external wiring but that has not happened. I called support and now have another tech coming to visit my apt to check my internal setup and then will need to schedule an external tech. This is completely ridiculous and I would completely stay away from Altice. They literally give you the run around. I plan to leave the service and go to another provider asap. All who are having issues should do the same because they are just going to continue to bill you monthly and not resolve any issues.

The ONLY reason I use them is because of their monopoly in my area. They hit me with 3 rate increases in one year at one point. I average 20 spam emails a day which is very annoying, especially when you PAY for the service. I pay almost $100 per month for 100mb internet only where others are paying $30 p/mo for much faster speeds. I have been using them for 23 years and look forward to the day where I can tell them to "pack sand"!

They kept charging me after they cancelled my account. When I called them, they put me on long holds. Their agents always have stupid reasons. But once you talk to them, eventually it comes to a point that they have no choice but accepting that they have over charged you. But then they say I cannot do anything about it. Worst big company that I have ever dealt with. No exaggerations. Regarding their service: it had ups and downs. Sometimes faster, sometimes slow.

They used to be comparable or at least cheaper than Verizon. What a waste. I had to go to the premium select package because my son wanted DisneyXD. They upgraded me but was unable to provide the channels. Every feature in my cable box didn't work besides changing my channel. Terrible customer service. I don't think I have ever been this frustrated. They cut my verizon fios wire so now I have to pay for someone to fix it. They can't schedule a technician during the hours that I am available. Whatever you do stick with Verizon Fios.

I just moved into my apartment and called Optimum to have my Basic cable turned on and they were here a week and a half ago and never hooked up the cable for tv. He only hooked up the internet. I spent 8 hours with many Customer Service people and they finally figured out the guy didn’t know what I had requested. Next guy comes and has the wrong work order and didn’t have any cable box in the truck. So today the third guy came hooked up everything and said it would be activated in an hour and he left. I knew something was wrong and started calling and 4 hours later they told me the guy never activated the system!

It is difficult for me to comprehend the level of incompetency I encountered with Optimum while simply trying to have my 12 year old cable boxes and router updated with the new Altice products. In Mid November, I contacted Optimum and scheduled an appointment for new cable boxes and router for November 24th between 8:00 am- 11:00am. The morning of the 24th I confirmed that I was on the schedule via my online account. At 10:40 a.m. that day, my cable was shut off, which was not a major concern because I assumed the technician was on his way. Between 11:00 am and 8 pm that day I called at least 5 times and each time was assured the tech would be there. I also had to call to have my cable service restored.

Internet continuously has to be rebutted. Cable channels are constantly not working. Customer service only answer is, "I understand. Let me troubleshoot." Works for a few times. Call back same mess. Many times can't communicate or understand the representative.

DO NOT CONSIDER SERVICES FROM THIS COMPANY UNLESS YOU WANT CONTINUED FRUSTRATION AND LIKE TO DEAL WITH ON-GOING INCOMPETENCE. Never have I ever had such a miserable experience with a cable/phone/internet provider (and that's saying a lot). It took 3 home service calls for them to even get the order straight. When I requested the problem be escalated to a manager, they say the manager will call back. I have tried this a minimum of 5 times and have NEVER received a returned call. They will not supply the name of a manager or supervisor to speak with. It has been 10 days since services were supposed to be installed/connected and they have yet to get it right. They are unresponsive and the support/phone staff is unbelievably incompetent, repeatedly giving incorrect information and outright lying about what they are doing.

Have the unlimited service offered as a promo. Cell coverage is gradually increasing but still misses large chunks of the Belt Parkway and LI Expressway. Also, for a long time customer service was text only and they now have phone support. Recently had an issue dialing Europe. Was taught a geography lesson where I learned that the service allows call to the UK but not England. :( You can't make this stuff up.

They are impossible to contact. I was cut off from a chat. Finally started another after resubmitting the same information 3 times. No help. Phone call after much holding. Make you unplug and plug even though you did it already. Still no help. Said they would send a technician. Then I got a call telling me to unplug and plug again. Then I got a call saying they think it's fixed and will charge me for the technician (I will not pay) of course it was a recorded call not a human. The technician did come and checked all the connections. Nothing's wrong. Tv still doesn't work. He said the problem is from outside. But Optimum told me there is no problem. In the meantime the problem is getting worse and worse. As soon as I have time to deal with this I'll switch to Verizon and hope they're not as horrible.

Over this past summer (2021) I signed on for Optimum internet service in New Jersey. I was promised a $200 Visa gift card as a new customer. I never received the card after several months of service. They claim that it was mailed out to me on a certain date, yet it was never received. They referred me to an 800 number which only allows you to leave a message. I left 5 messages over a week's time and never received a callback. I complained to Optimum and they said they could not do any more for me than to refer me to that same 800 number that doesn't call you back. How awful to not stand by their incentive offer. They couldn't care less. I honestly feel like canceling the service this has left such a bad taste in my mouth.

Absolutely the worse service provider. Unreliable, dishonest, and difficult to work with. For years I've been having issues with the WIFI. They send numerous technicians and never resolved the issue. At one point they even suggested to get a third party router instead of theirs. I did and it still didn't resolve the problem. Once the technician didn't even show up. They never called to let me know he cancelled. I will not use them even if they pay me. Stay away!!!

Order internet service for my new constructed house way before the scheduled installation. On the scheduled date, no one showed up and was informed that it was delayed due to some technical issue (had to call to find out this new information). It was rescheduled after a week and the technician told us he cannot provide service because they do not have equipment installed on their box located outside of our building. Made several calls to resolve this issue but no one in their sales department handle my case and told someone else will call back but no one called me back. Worst C/S and lack of professionalism. Very disappointed.

Trust me go with FIOS!! or another company!. I recently moved to a new constructed building and I ordered to get internet installed, they sent me a technician but he couldn’t find a connection. He said he was going to report it and that it was going to be in the system. This way it will get reviewed and send the right person for the job. Then I contacted them again for they can send another technician. He came and still couldn’t find the problem. He said he also couldn’t find a connection and that this is going to get elevated to bring on a special tech which are for special situations.

I am incredibly unhappy with this service but do not have other options in my area. My TV gets interrupted with a blue Altice screen in the middle of movies, my internet is constantly dropping connectivity, and my phone is the only thing that works and I need it the least. This company is so badly ran and sells products they cannot deliver.

Terrible customer service, she put me on hold for over 20 minutes, then she transferred me to a automated system, I just wanted to PAY... they have the most ridiculously ignorant customer service out there. BE PREPARED TO GET DISRESPECTED LIKE THIS OR USE A BETTER INTERNET PROVIDER.

I called to suspend my account seasonally. The representative I spoke with was rude when I asked questions and was very short tempered as if I was wasting his time. I told him that I no longer wanted to speak with him and requested to speak with his manager. I received a call a short while later from a "manager" who stated that I cannot speak to his workers like that and would report my "abuse". When I asked what specifically I said would be considered abuse he started saying, "I cannot hear you". I asked for his name and identification number and he kept saying, "I cannot hear you". Never have I experienced anything like that from a big company. Laughable - probably had one of his friends call me back, if not that's frightening that Customer Service management speaks to their customers like that.

Please read reviews and be warned! I believe this company is selling your data! Started application with Optimum about a month ago, the information they require is very concerning. However I still provided everything they asked as I wanted the funds and the rate they offered. After going back and forth with emails approx 50-60 and provided confidential information they now declined the mortgage even though only require 10% LTV.

I wouldn’t think this is a company operating in 2021 with their lack of any awareness of any of their equipment. They were supposed to cancel my wifi on Tuesday so I can have Fios, they did it Friday night? And now it’s taking what two days to resolve their error?? Can't have my sister visit from college because we have no wifi for her to complete any assignments!! And well it’s 2 days later now and we still have no wifi and we were told it would take 2-3 hours. Please don’t ever switch from Fios to Pptimum. You'll kick yourself in the teeth and go back to Fios anyway! Those that have no choice due to Optimum's stupid monopoly that is the only reason they exist. Then no internet is honestly better than their garbage service team. Please just stop operating. Terrible terrible company!!!

I have internet at home and phones at work and we are switching as soon as possible. They don't send bills then charge late fees. The internet and phones go out all the time and customer service can't help at all except saying log in and try to fix it yourself or they know the problem is affecting the area just wait for them to fix it. Do yourself a favor and don't waste your time and money.

Moved to Hopatcong, NJ and the only isp available for high speed is Optimum, I've had Verizon fios for 8 years while living in Bayonne, NJ. Was figuring it would be essentially the same but that was very far from what happened. The optimum techs called and notified me they were on their way yet I had to pay or reschedule and cash was the option cause if I had paid over the phone they might have to reschedule my appt (shady) me being dumb and having just finished moving my family in the night before just went ahead. These guys came. Within 10 mins were done cause it's only just giving me the router and extender and whatever outside wire they replaced. Had internet for 10 mins after they left then gone.

Terrible service. Worst customer service experience. They charge extra for no reasons and keep on adding additional payments to your account. Technical staff has no experience and makes you go around in circles. I didn’t have internet for 4 days and charged me additional fee and also took away the gift card which they offered as part of the promotion. Terrible.

Not only is the internet extremely slow, not only does it drop out constantly, but when I canceled my service, I was continually charged for months on end because I had set up automatic withdrawals. If you can avoid using Optimum - do it at ALL COSTS!

We had no service for few days due to Optimum's issue with outside cable coming into our home. As a result of no service we were promised service disruption credit. Optimum refused to provide service credit and on top of it we were charged for technician time. I was told that technician came and we were not home. While on the day of technician's appointment I was told that technician could not come because he was delayed at the previous appointment. I am outraged at this behavior of Optimum.

Worst company ever, horrible service, worst customer service. Pure thieves. My account was 0 when closed it. Now they want $10 late fees and another $10 for the first $10 dollars late. Wow an amazing service.

Lie about speed. Throttle connections. Service schedules could take weeks or months to fix their issues externally. Overall unreliable and outsourced customer service that doesn't understand English well.

Not a reliable company, doesn't live up to their agreements. Charged me for one service, received lesser. Never received credit card. There aren't too many good, reliable companies

ATROCIOUS. I have had Optimum for less than 4 months. Every single month I have had an Internet or Cable issue where it has just gone out on me and takes days to come back up. The customer service at Optimum is BY FAR THE WORST customer service I have ever received anywhere in my entire existence. I have spent more time arguing with them over THEIR MISTAKES than I have using the service itself. They make you hold for hours. They will show up at your house for "tech visits" hours outside of what they tell you. Then guess what... YOU GET CHARGED.

I switched to Optimum Mobile from Sprint and paid half of what I was paying for sprint. Purchased their activation kit for 24.99. Installed sim card, my phone never recognized their sim card, could not find optimum in my network settings. Called multiple times, no resolution, went 2 days with no phone service, was told to wait for email. Being I use my phone for work, I could not wait an unlimited amount of time for service resolution. Optimum never resolved my issue with my phone, never received my money back. Just got runaround, transfer here, then there then online chat all in a big circle. Transferred my phone to a different carrier after 2 days of no service or resolution.

I often find myself having to reset my modem and router way too often. They charge $10 a month for a modem that is now around $100 to outright purchase. You cannot downgrade or cancel service on their website. I have Optimum 200 because they said, "Hey, it’s free" then in fine print as most of their marketing model (for a limited time) then you have to pay more.

Optimum is the worst company to call if you have a problem. The recording leads you in circles. The techs are unknowledgeable. Be prepared to call 3 or 4 times and wait months before problem is solved. Complaints are ignored and you are left frustrated without service. Communication is awful and they are very rude. Very frustrating company. They clearly don’t care.

After reading some of the reviews on this site and countless others, I realized I am not alone. Optimum clearly makes it a habit of lying to their customers in order to scam them out of more money. I recently called to disconnect my service because I was moving and it has been a nightmare ever since. I made sure to disconnect by the end of my billing cycle in which I was already paid up. The next day I returned my equipment and was informed that I needed to call because the service was not disconnected and I was going to be charged another month of service. I cannot even add up the amount of calls I have made to Optimum since, and the amount of hours in total it takes to speak to someone. They all tell you a different story.

Honestly, the reason I use Optimum for internet is because I had to switch my TV from Frontier, because Frontier doesn't have SNY, which is what you need to watch the New York Mets and also the UConn Huskies. And I want to get both services from the same company. Optimum internet is slightly more reliable than frontier, but not perfect. Their service is okay but not great. I preferred Frontier for that.

Outages, Price hikes, useless customer service, they have it all. Was Optimum customer for 7yrs, sleepily paying my monthly bill. Little did I know that it crept up from ~$85 to $250. Customer service no help at all. I changed to Verizon Fios and cannot believe how good it is, same internet speed but it is awesome! No outages so far either. Bottom line is I wish I knew all these years ago. Optimum is total waste of $$$.

Paying over $300 a month which is way too expensive. To make matters worst the internet connection in my home is horrible and I've already paid extra for better speed. I wouldn't be so dissatisfied if I could have better wifi.

Could be a little bit more faster for the price. I think it is worth less the price for the service. I would like to know why it's so high for the price for the service. I want to change the price but unfortunately it is not up to me.

I switched from AT&T a couple of months ago to Optimum when it became available locally, because it promised a much higher internet speed (200 MBPS). The day it was installed the speed test said about 190, but since then, on a good day, it is only 100 and only near the router. Elsewhere it is around 20 MBPS (not as goods as before the change). Since starting this service we experience frequent (i.e., more than once a day) interruptions in internet connection on computer, iPad and ROKU. The router shows no problem but we did not have this trouble until we switched to Optimum. I have not found their tech service to be particularly helpful. Their sole response is to "send a signal" to the router, which does nothing.

Hi there I am a very long time customer of Optimum, since they were known as Cablevision. I used to be able to visit their office in Cresskill, NJ. I pay A LOT of money to get my phone, TV and internet services. Ever since Altice purchased Optimum the internet and service went to crap. It is sad but true. The price used to be relatively the same as other providers but now it is very high. I don't mind the high price but the service should correspond with the price -- no? I cannot wait to switch providers and move out of New Jersey. Think twice and research their services before purchasing. Also they keep trying to upsell you more and more equipment to make their internet faster! Ridiculous! I just want them to fix the service I am paying for!!!

This company sucks. I don’t need the cable my parent does. They don’t have any nearby locations in Wp. They give you an imaginary one that is Pace University. When you get there you are told many people come but that’s the wrong address. It’s even posted online. When you call the number it’s to a call center to people who knows nothing about the sites and the correct location and this is all because the cable box will just stop working for no reason at all. It’s crap. The company is crap. Once I can get rid of them I will.

On July 19th, 2020 I spoke with a Supervisor from the Loyalty/Retention Department and she assured me that she was lowering my bill for 2 years. That assurance turned out to be false, because July 2021 my bill came in at the full amount after only 1 year. The supervisor lied to me that the promotion was for 2 years. Optimum customer service representatives are rude and usually lie about when a promotion would end. This deceit happened again as on July 27th, 2021, I spoke to another representative and she promised me a 3 month Loyalty Credit which was applied July 28th, 2021. I had 2 remaining months on on that 3 month Loyalty Credit, but my bill came in its full amount this month. Once again Optimum customer service representative lied that the Loyalty Credit would be for 3 months and it was only for 1 month.

What a garbage policy. The cost cutting we see from big corporations never ceases to amaze me. 90 days of inactivity gets your email deleted. Insanely greedy. How about at least a year? From an engineering standpoint, when you have a very serious change in service like this, it's best to be overly cautious about the impact rather than underestimate it. Why would you risk freezing out customers instead of just making the inactivity period padded to cover yourselves? You would still get the truly inactive accounts. It just blows my mind considering how much this company is worth.

Optimum failed to provide internet and phone service over a period of 3 months (August through October 2020) despite several calls to customer service and even numerous service visits. I could not have a conversation over the phone or sustain internet connection. They promised to credit me for missed service but never did. They sent 'repair techs' who came but didn't fix the problem, or never showed (we stood by the window because we wanted to be sure we would ask all our questions) and had the audacity to send an invoice for a time he never showed up.

Optimum is a terrible company - below are a few reasons why. First of all I had a tiny, one bedroom apartment that was an open floor plan in Brooklyn, NY. I had the best internet service Optimum offered, plus their own equipment and new cables. The internet was very spotty and required a restart several times a week for my wife and I while working at home. When I moved out of the apartment, I canceled my service and I downloaded their standard return label to return the equipment. I shipped it back, then 2 months later got auto-billed for $100. After asking their 3rd party customer service (clearly outsourced) several times WHY I was being billed, they finally told me it was because of an "unpaid balance." Then after another 20 minutes of asking what I was being billed for, they eventually said it is for "unreturned equipment"...

It has been a month since I paid for service installation. I have spent hours on the phone and no one can help. They can’t even transfer you to a manager, not allowed! Please use another provider if possible.

You are deceived by Customer Service. You will see on your bills. Hidden fees, taxes, at least $50 or more monthly if you do NOT get specifics regarding so called "promotions" when they began, end. They do NOT tell you "When you signed up, you were on a promotion. Read your fine print. We can take you off it at any time, even though we NEVER told you when you first got service, you were on one." Total liars, the worst corporation to do business with. They monopolize the area so you can't get a better provider. Totally crazy.

I scheduled an appointment to add a new box, I stayed at home all day long, no one came or called. I contacted Optimum and they said appointment was cancelled, and they can scheduled another appointment but I will be charged $59.99, or if I want to have the box delivered a week after and do it myself. I still don't believe the kind of service they are offering. The worst service in all areas. They cancel appointments themselves so customers call back and pay for everything, they charge for checking the router, they charge for changing their old equipment, they charge to fix the bad service they are giving. Burglars. Terrible service, no more Optimum.

I would rate this a 0 if that was available. Optimum has the worst service and worst technicians but unfortunately, no other internet provider is available in my area so we don't have any choices. It took 8 attempts from all levels of technicians to finally get internet service at my mother's apartment. After repeated attempts by contractors that Optimum uses to start new service, a senior level technician was finally able to get internet installed. My mother went into a nursing home and I returned her equipment on July 29th.

I'm very disappointed the way Optimum treats their customers, they keep sending me from department to department, instead of solving the issue each one throws it to the other department. Also they don't follow up with their email commitment.

Optimum continues to raise rates for the same service. Then when asked to keep or lower a rate, they reduce the service and reduce the TV stations available. I've disconnected their service, but they keep billing me. I now have a collection agency harassing me.

After connecting services, everything was great. I am a Special Education teacher who had to teach remotely during the Covid-19 lockdown. Almost everyday in 2020 I began losing wifi in the mornings during online zoom teaching. Some of my students depended on me to connect them with the lesson using my phone at the time (no wifi connection at their homes). I reached out to Optimum to resolve this issue to no avail. Eventually the matter was reported to 311. Following that service was great, then in a short time the interruptions continued. A colleague referred me to Verizon, and I applied for that service. Since it was during the lockdown Verizon representative told me that I would have to wait to be connected in November, for the technician had to come to the building. I continue to endure and would alert and prepare my students for these interruptions.

The company has no number to call about your ultra inflated bill. The bill starts low and increases over time approximately 2 years. They keep adding additional fees without telling the consumer. In addition when there’s a commercial they blast the TV.

For over three years now Optimum has been charging me for phone service though I have no phone. One year ago, after multiple requests, they finally agreed it was their error and committed to remove the phone service and refund the charges. A year later, there has been no refund, and I am still being charged. Not only that, but the cost of my phone service - which I never needed - has gone up from 19.95 to 34.95. Everything I have been told by every representative I spoke to over the past year - and there have been many - has been a lie; that the phone service would be canceled, that the charges would be refunded, that - as a concession for all the trouble I was put through - my internet service would be upgraded from 200 to 300 at no extra charge. None of this happened.

I've been a customer for over 20 years. They keep raising the price (this time $30/month). If you want to decrease price by lowering services, the price goes up. Nasty, incompetent customer service reps who make it clear they don't care about your business. Tech support is a joke. And if you choose to drop TV & just want Internet, the price is through the roof.

Avoid this company if you want to keep your sanity. As I write this review I have been "On hold for 37 minutes not counting 3 other calls today and being cut off spending an additional 43 mins on the phone today. On 7/9 I called to upgrade service. Quoted a price. Waited at home 13 hrs for repairperson /never showed up/3 days later came/made upgrade/disconnected my phone/4 days later still no phone service. Also overcharging my quoted price $30 month/over 25 calls so far. Many lost hours still trying to resolve. Horrible ongoing "Never ending" experience!!!!

I've had Optimum by default for a year now. No other real providers in the area. Started off with 1-3 disconnections a week. Now it's daily and no amount of contacting customer support has fixed it. All they do is ask me to reset the modem/router and then when we get to the point of a technician coming out it's magically fixed by then for about a week. Then it goes back to the way it was, totally nonfunctional. Can't wait to move and never use them again.

Was given an all day window 10 am to 8 pm on a Saturday for a technician to come... Stayed home all day... Called at 7 pm, they said I was the next stop and he would be here momentarily... They NEVER showed up and NEVER called me!!!

Trying to get internet services at my home and three time the installation process were scheduled but no one shown up and on top of that they had mentioned that no one were at home. What a big fat liar people. My wife and son wasted their time staying at home for these people but I don't think they value anyone time.

All other techs, customer service etc would not or could not answer my questions after many calls for 2 days to Optimum being on hold for an hour and or then being disconnected! I then asked the Retention Department this morning to transfer me to Advanced Tech Support which they did with no hold time. Tech Support Agent named Sanpreet in India assisted me today for a lengthy time. He answered all my questions and I am now satisfied and understand many things since my ISP service upgrade 2 days ago. The Field Tech Sho was here was a nightmare on Saturday to say the least and he also removed his mask even when I initially insisted it was a must for my health. However I am here specifically to give a 10 star review to Sanpreet and also to The entire Retention Department staff who ALWAYS takes the best care of me in all circumstances. Thank you ever so much! B.

At least a few times a month, you will lose your internet mid-day when it is most important. It will take 10-45 minutes for it to get back up. If you are in New York, use any other internet provider possible instead of them. Your phone's hotspot is better than this internet provider.

I have been using this internet services for long time. The guy promised give 5 $ more discount but he never gave on top of auto pay. Then I cancel the service because pathetic services from them restart every 2 hour like they are paying us to do restart. Every restart takes 5-10 minutes away from you, another thing, after that returning is challenge. Long line like DMV slow moving and only one person is there to attend. Decide FedEx return. Fedex should not have even partners with them in any way. never mind, I called them 2nd day and they said, "Your account is deactivated."

I’ve been experiencing cable haunting since 2016. I’ve made numerous complaints to Optimum, and the problem continues. They recently visited and changed some wires that “didn’t need repairs” and the problem continued, yet optimum wants to charge me for cables that initially didn’t have an issue.

Appointment was set. No technician showed up. I called Optimum and they said I did not have an appointment although I had 3 confirmation e-mails from them confirming the appointment. I called to see what happened. I was first told they were on the way. 3 hours later I called to be transferred 4 times to a new rep who asked the same questions, put me on hold and then a new rep. They have no problem charging the money for service they do not provide.

Company needs to be better at solving customer's problem. I recently bought a new house and want to install a new internet and keep my old internet till end of July. The company made sure my old internet will be stopped at end of July, but they cut my internet right after they installed the new one. It took two days to solve this problem and I have to pay extra money for something company did wrong.

Optimum has promotions, so they offer lower prices first, and then continue to raise prices. My internet went from 74-94-114 in 3 years, for the same service. The model is to charge existing customers more, and offer promotions to new customers. So people have to spend time switching providers. The worst part is you have to wait on hold for a hour to get to someone who will finally cancel you. If this business model maximizes their profitability, I'd encourage individuals to check promotions every two years and switch providers. Until we get a new provider who actually better balances squeezing profitability and making service "not painful."

If I had an option to give reviews in minus I would do that. I contacted them for new services. I was discussing about plan and pricing. Customer service rep talked to me. I told her I will get back to her by tomorrow or next day. She already booked appointment without even confirming. According to her activation was free. Next day when I try to see offer it says you have a pending order. You can see any other order. When I try to reach them after 6-7 tries I were able to get someone on the phone as they have ** automated phone which never lets you talk to the human being. It's just machine makes you round and round.

Worst company I have ever dealt with. Not just internet provider - worst of any service. 4 appointments and still have not done the work. All they have to do is leave all equipment in place and turn on phone, internet and cable. They cannot do it. They have no showed-called to arrive in 30 and not shown up and called saying they have the wrong equipment... Still no phone or internet or cable despite two entire days at home waiting and multiple long service calls. A complete joke and everyone knows because even their contract techs laugh and say they are terrible.

Please use another internet and cable provider and NOT optimum. Customer service is awful (you will spend an average of 45’ of wait time). Their billing cycles are confusing and hidden fees are enormous. I called to cancel service prior to the next billing cycle when I moved in 2020. They claimed they didn’t receive the request and never sent me any bills but sent me to a credit agency....since I was no longer a customer, I could not access the website and see what bill was due. Verizon is so much better!!

I am paying for the "best" internet. Wrong. I was told if I paid for this I'd get no issues, but they lied to me. My internet is the slowest thing on Earth. I am never going back with Optimum. Huge scam.

I had the best experience talking on the phone with employee Wesley-DUK (customer service). My mother-in-law is in her 80's and paying a fortune for the internet and 1 phone line service. Wesley was super helpful in reducing her bill from $180 to less than $100 using customer retention tactics and senior citizen discount. It's people like Wesley who really make a difference and make customers happy to use this service and continue to renew with Optimum. Greatest thanks to Wesley-DUK and the whole Optimum support staff!

I have never experienced worst customer service in my entire life. Agents are rude, keep giving fake promises with very poor product knowledge or business ethics. I terminated my contract, paid everything in full and still being harassed with bills. Called them several times and they reassured that there is an error on their side, something with a billing cycle problem on their end. They kept saying that I should ignore these bills which I did. Next thing I know is that I am dealing with the collection office. Very unprofessional and a complete waste of time. I am not a customer anymore and Still being bothered by them. Called them again to complain, got bunch of apologies and fake promises of resolutions and still no results! Avoid Optimum by all means, switch to Verizon. You won’t regret it.

I have about 10 business accounts and I just added my personal home, ever since I joined for my home, I have nothing but headache, the internet keeps disconnecting and every time that I had called for support it would take 2 hours to get through to a very rude customer service person, they have sent their techs more than 6 times and all their techs told me that they have been having issues with their modems/routers. They cannot handle devices, I have two kids in college and they would have their Zoom classes drop in the middle of the class or test, That affected their performance badly.

I have had a bill in dispute from Hurricane Dorian in 2019. Customer service kept telling me that they were adjusting the bill in phases due to the numbers of people affected. They said it would take a few months to get sorted. I have called every 3 month to try to pay the adjusted amount. They tell me to wait. Today I was turned over to collections and customer service says they cannot help because it is over 60 days. They are the worst. Avoid these scammers at all cost.

I am complaining since May 22, 2021 that my landline is not working, I can't get any incoming calls. Technical support unit opened 7 or 8 tickets but with escalation but as to day June 7 this problem is still not fixed. Every time I call they say that someone will call me back to update me on the status of my issue but the only call I received is from the department that can't help with my problem.

I closed my account with Optimum on 3/8/21 when I dropped off my cable boxes on my way to move out of the state. Then I was billed for $182.89 a week later. I called Optimum and they said I needed to pay that bill and then I would be refunded the money that remained in my account after that, which did not happen. I was just sent another invoice which showed that I now had an overpayment of $140.22. I called Optimum three times over the past two months and the first two times they said that the money would be refunded into my bank account within 10 working days. Both times that did not happen.

Do no use Optimum. They lie and try to steal money from you. I have phone record proof I called to cancel my service but according to them I did not cancel my service in time to not be charge a full month when not living in the house anymore. They are the worst company I have ever dealt with

I went to the store on Saturday. Marlin was very helpful when I got to her. I stepped into the store. There were three people on the floor. I was told to go and stand on the dot. I stood there for 15 minutes. There were five people at desks behind the window. Only one was serving a customer. Eventually, one of the floor team came and told me to stand on another dot. To be clear, there were only three customers in the store.

Quite frankly the worst company to deal with from a customer service perspective. It will take you minimum an hour and half to reach someone. and when you do it's clear they have no intention or ability to help you. They will load your bill with additional costs, and then there is no way to refute or challenge it to get a refund. You will spend months trying to get credited, and in the end you will likely give up. They are terrible. Stay away.

This is absolutely the worst internet provider I have EVER come across. Ever since our internet got installed we have not been able to browse the internet. Customer service representatives are of NO help. They sent technicians out on two different occasions and none of them were able to resolve the problem because they are simply LAZY. If you know what’s best for you, STAY AWAY from Optimum and get VERIZON (Verizon is more expensive but VERY reliable).

Presenting problem: I made a request for a second remote control; Optimum Customer Service agreed to send me the remote within 5 consecutive business days; I asked the Cust Serv for an email confirmation to track the shipment progress, she told me within one hour I will receive the e-mail confirmation; she didn't; 8 days later, I called about the remote, another Customer Service claims that she has to resubmit the order because the remote they are trying to send me won't function with my box; she hung up before I could ask her about the shipment confirmation; after waiting for a few days, I called, again this time the Customer Service told me Optimum could only send me a remote only if I lost the first one. Thus I decided to forgo their TV service because the office' staff ethical index is low.

I have to say I have dealt with thousands of companies in my lifetime working as a vendor master at the company I work however I have never dealt with such POOR disorganized rude customer service which was provided at Optimum. I sent them a defective cable box, It took them 3 weeks to send me a new one. When I finally received it, I called them to activate it and they kept me on hold for 4 hours and 45 min (during which time they hung up on me twice saying call dropped out sorry), then when they finally thought they could resolve the issue, they said, "Sir we need to transfer you to technical support for further assistance and you need to wait further."

I would give no stars if I could. Overall since the start of the first tech who came with the wrong equipment, to the 7 other tech who did nothing but fix one cable box and then another one would be out. The customer service is HORRIBLE. Since March 21st I have had issue with my internet and all my boxes provided by Optimum. Actually one of the techs told me the boxes optimum uses for my area of northern NJ are garbage, he used a different word that starts with a S. However, I will not type that.

Please look into other services. Optimum will rob you blind. You might as well bend over and let them kick you up the ashcan! Customer service reps are very condescending, Ava is who I spoke to. Please be forewarned, this company is no good. As a nurse working with the utmost care and compassion, during this pandemic, I didn't want to return my equipment, since my husband and I had been sick, and I had been caring for covid patients. Thank God only allergies, but equipment returned 2 days (including Sunday) after end of billing cycle. We are now being charged a whole month of services we will not be getting, since all equipment has been returned. This is unjust and pure robbery. Stay away from Optimum!

On 05/15/21 a technician came. The 2nd phone line did not work as promised by 05/14/21. Remote support was unable to provision the 2nd line. The service technician used his iPad but also failed to activate the 2nd line. He replaced the modem with a new one, provisioned and all service worked again. On 05/29/21 I called technical support to register the previous modem and to avoid the monthly charges of $10 for the Optimum Modem. It turns out that the old modem was not the problem and all service work and all the problems I have had were contained on Optimum Services. Note: I was told by the agent, that often problems with Voice over IP Telephony on modems can be fixed by swapping phone lines (transferring #1 to port #2 and vice versa).

While you can certainly sign up for their services, good luck ever trying to reach support. Their automated attendant will have you running in circles until you just give up. If you call does not fit in the buckets defined in their automated attendant, you will never reach someone live to talk to. Even if it does fit in a defined category, heaven forbid you don't have your 4 digit access code as without that you are stuck in neverland. They tell you to reset it on the web portal but it's not there (which is why you called in the first place), and around you go. When you finally do get to a live person, you are told it will be escalated and that just means it is tossed in the circular file and you will never hear from anyone again.

Optimum gives worst customer service. I had an issue with my billing and I tried to call them 3 times but they could not help. I asked if I can talk to supervisor but apparently they can not transfer and I will receive a call back from them, which I never received. Optimum overcharges you and after that they don't help you to change your service. You are bound with one service. I tried to request lower my speed to reduce my monthly bill to see if it can lowers my bill. They said it is going to increase your bill more than what currently I am getting. So, Please don't go with Optimum ever!

Optimum's internet stopped working for 35 days. I called to cancel the service. The billing dept (lady was cordial) transferred me to the 'retention dept' so I can cancel the service. The guy I spoke to was the rudest person with zero listening skills. He told me I must get the internet fixed before I disconnect it if I hoped to get a refund (opposite of what the lady told me) - which makes no sense. After 20 mins of aggravation, I hung up to plan a time for the service. Once I knew it, I called back and got connect to a different person in Retention. He was WORSE than the first one, RUDEST person I have ever talked to in my life, and started giving me yet another direction. I was trying to explain what the first two people told me - he WOULD NOT LISTEN, started YELLING at me. I kept asking if he could first listen to me, and when I interrupted his yelling, he asked me to SHUT UP and HUNG up on me.

Unethical company. Increasing the rate for internet connection during a horrible pandemic. At the time when children must have internet connection to get educated, our elderlies need internet to get vaccine appointment. At this time, when humanity is in crises, this disgusting company raise it prices. Shame on you.

I had switched to another internet provider, but Optimum still charging me. I had made many calls to explain that I should not pay for the service I didn't use at all. Most of their customer service was very rude and no intention to help me at all. One lady even yelled at me and talked in a way as if I was stupid didn't know their rules. It was a very frustrating experience to deal with Optimum. I will never choose them again. Don't get fooled by their sales for cheaper price. Once you need to contact with customer service, you will be mad and helpless.

Let me first say this I have a school age child at home and myself and husband have been out of work since this pandemic has hit. Like others we are struggling. Optimum has shut us off going on now 7 times for not paying. Mind you all we have is internet with them so our bill is really not that high. We bring up every time we call the executive orders that our governor has put into place and yet they still don't give a crap. Let alone trying to get a manager is absolutely useless because when we have they say "sure we will make sure you don't get shut off" six days later again shut off. If I could give them no stars I would. They don't follow anything, trying to get a hold of someone is horrendous and aggravating to say the least. Now my child is yet again out of school because of this company and she is all virtual. Optimum really needs to follow what the governor has put into action!

Ever since Covid started I have been working remotely from home. My internet has become so unstable that my connection to my job kept getting disconnected through VPM. My it dept had to set up access directly through the internet. Now we were informed that we will be working remotely indefinitely. I am now trying to set up a full workstation at my home. I received a phone and extra terminal however, I could not set up the extra terminal because in order for me to move docs from one my laptop to my terminal I would need VPM setup which requires a stable internet signal. I tried to no success to resolve this issue with customer service with no luck. I was once told they would schedule an appointment with a tech that never showed up. After months of trying to resolve issues per suggestions from my it dept I will be switching to FiOS.

I was charged a full month of services. They refused to credit me after I cancelled services. Spoke to representatives and still did not get credit for my Altice mobile account. Do Not get service from this company.

From March 2020 to March 2021, my Optimum internet bill went up - no joke - 48%. During a pandemic. My bill increased by $492 per year. After canceling these vultures and refuting their ridiculous "please take us back!" offers for 30 minutes, from 3 different agents (and a call from yet another agent the next day offering me his firstborn if only I'd keep Optimum) I think I'm finally done. A full month after canceling my service, here comes another bill for $120 dollars for internet I no longer even have. 20 more minutes trying to speak to a human who hangs up on me once he gets tired. 20 more minutes trying to speak to another human. They promised me a refund, but I'm pretty sure I'm gonna get billed next month, too. The best part of all this? Their internet was GARRRRBAGE. Pulling-up-my-Instagram-would-freeze-my-Netflix kind of garbage. Shame on you, pandemic gougers.

Like all bad scams. Do not do auto pay. They will charge you future bills after you cancel. Example, I canceled on March 26 and was charged on March 30th a new charge. So I am paying for service I don't have after I canceled on the 26 but still paying on the 30th. Called the nightmare customer service to no avail. System they have will screw you. I fighting to get the money I paid for the future. Go Fios.

Over the past year, I have had to deal with Optimum customer service three times for three different issues. It is very difficult and time-consuming to reach a person at Optimum customer service. It could take up to an hour on hold, and 2 to three calls to reach a live person. Optimum's phone system is difficult to navigate and hangs up on its customers. I believe the person who designed their phone system either has a low IQ, or management made a directive to make it difficult to reach a live representative. On two of my issues this past year I was only able to resolve my issue after making a complaint to the FCC. Some of the customer service representatives are not properly trained to handle customer issues. Of all of the companies that I deal with Optimum is the worst when it comes to customer service.

The customer service training industry could use Optimum as a case study of what not do. I ordered service at a new location I would be moving to, and arranged to terminate at a later date at my current location. They didn't tell me that I would lose service at my current location before the termination date, leaving me with no service. I was told to pick up the cable boxes and a special piece of equipment I would need for my order called an extender at the Optimum store.

My internet has been working intermittently since I moved in 4 months ago. It is so bad that I must find other places to work during the day. Customer service is terrible, they have been blaming my equipment and charging me for technician visits. All of my equipment has been replaced and is connected directly to the tap that Optimum installed. The technicians don't help, they say the problem is 'not my equipment, it's your problem' or 'the problem is in the outside line' but they can not fix it nor can they direct me to a someone who can. The troubleshooting procedures have been painful and time consuming. I wanted to show them the modem error logs but they said that it doesn't mean anything to them. The logs show huge amounts of errors because of noise in the line.

All my life I dealt with Optimum and very rare would I encounter any problems. But lately Optimum customer services has been the worse service I have ever encounter. They charge your account random pricing. They are always having technical difficulties when you try to reach out for answer. They promise you one service and fee and each month they want to overcharge you for no reason. We just downgraded our service for have internet and cable to just internet. They want to charge a cancelation fee 6 month after we been with the service all this time. Honestly Optimum would be losing a lot of their old customer at this rate.

Here are the facts about Optimum based on my experience of 15 years with this provider for internet, cable and phone services:

If you have an opportunity to use any cable, internet provider I strongly urge you to avoid Optimum. They are absolutely the worst. They perform maintenance which interrupts service with no notice to users, and when their Altice Router goes bad you have to wait for a service tech to replace it. My router died last night. Today is Thursday. First available appointment---MONDAY, That's right. So no TV Phone or Internet till Monday between 10am and 8pm.

Spent HOURS on the phone over multiple WEEKS to get a phone number transferred to another provider. Endless loop in the automated system to try and get someone on the line, countless representatives providing conflicting information and then HANGING UP MID CALL (happened MULTIPLE TIMES), supervisors unavailable and would need to call back 1 - 2 DAYS LATER, and still having trouble closing the account down. Wish a negative rating was possible - DO NOT RECOMMEND!

I have had intermittent connection with my internet since Wednesday 3/3/21. However, to be clear is technically been since October 2020 the connection has been intermittent. Each time I have lost connection I have utilized their recommended option to contact customer service which is via chat. Last week each time I have lost connection, I have gone on the chat. Each time I did and tried to get a live agent the virtual bot would not recognize my number and gave no option to connect me to a live agent. Yesterday on 3/6/21 at 8pm, the internet and phone went completely out. After attempting to troubleshoot on my own and no success, I attempted the chat and still no live agent. I call in which is a nightmare getting through the automated service. I called 4 times trying to bypass the automated service to get a live person.

This company lacks customer service and satisfaction. I have been lied to, scammed and disrespected by representatives over the phone. Optimum needs to be investigated scamming people for their money.

We moved from location we had their services. We returned the equipment in a timely fashion and told them we moved. They continued to Bill us even with proof of payment. Hours on the phone with no satisfaction. They then placed our account on collection. We gave up and paid the bill because it was such a theft of our time. They are THE WORST.

I have been an Optimum customer for years. Since they were Cablevision. Mostly for lack of better options in my immediate area. I have 3 cable boxes in my home. One of them was routinely having problems. At least once a week, the box would say "Err" (error) and not even re-setting it would always work. Some days, I wouldn't have working cable at all on that television. Once the problem became more frequent, I contacted customer service. They ran through their scripted troubleshooting - the types of questions that are almost insulting (like.. is the box plugged in? Yes.. I'm pretty sure I know that it needs to be plugged in...) and ultimately said they think I need a new box. So, I went right to the local Optimum store and exchanged the box for a brand new one. Came home, plugged it in... Error. Again.

Currently 4 and 0 for installation. First appointment could not complete work as the house was not connected to the street, so the technician noted that a bucket truck would be needed, sufficed to say the subsequent appointments no bucket truck, no service and a whole history of communication detailing this without any hope or end in sight. If they did not have a monopoly they would have no business. All the technicians have been very friendly, I am currently attempting to go for a new record of how many people come to my house and say the same thing. By the time they come, I wonder if internet will even still be a thing...