Optimum Reviews

I moved from New Jersey to Wisconsin during the midst of the pandemic in May 2020. I didn't want to take the time to return the Optimum equipment in person, so I requested a return label and returned the equipment via FedEx as Optimum instructed. The tracking number shows that the equipment was received a week later. In August, Optimum deducted $180 from my bank account for the equipment. I called Customer Service and was told they would send a request for a refund to the powers that be. Eight weeks later, I called Customer Service (the only number they provide) to check on the status of my request. The rep can only tell me that they are "still working on it" and suggest that I pay a visit to my nearest Optimum store which is a 24-hour drive away. There is no one else I can speak to about this matter. I hope the reader will learn from my sad story and FIND ANOTHER INTERNET PROVIDER!

You need to buy one or two tiers above the speed you want in order to get the speed you need. The field technicians are part of the scheme. They somehow lower the speed intentionally and will try to sell you other stuff.

We did not have internet from Optimum in a few rooms so I asked if they came to look at it would I be charged? They said no, the serviceman said no fee when he came and he couldn't fix it, so I cancelled my service, paid the last bill, returned all the equipment and they said I was good to go. Two months later I'm billed $80 for the service visit, then they reported me to a debt collector/creditor when I didn't pay within two weeks after the due date of the bill (because I was calling and calling to try and get it waived). At one point I was told to wait for the next month's bill to see a zero balance, and that was when the creditor mailed me a bill.

Clearly we can see here Optimum has a problem. How are they allowed to be the only service provider in my area and they do business THIS poorly. Look at all these reviews. They’re all the same. Poor service connection with WiFi, poor customer service reps, can’t get a supervisor on the phone. It’s the same thing. How is this legal????

There is no customer service and in a time of pandemic they are stealing the reconnection charge of $45 because they can't resolve anything!!! Most of them you can't understand!!!! Heartless people!!!!

Company is the worst. Been through 4 routers and a modem. Problem with WiFi dropping still exists. Customer service told us to buy our own router for it to work. Why should we provide equipment they are supposed to provide for their service. People should riot the company to make them do their job.

This Company has failed in all areas: 1. Nearly impossible to reach. 40 Minute waits are standard. 2. The agents are courteous but never have an answer. Always put you on hold and often lose the connection. 3. I have lost my landline service for over two weeks and they cannot figure out why. 4. Field tech came to house and said the problem was at the home office. 5. Home office says, "We will solve your problem in 24-48 hours." Two weeks ago. 6. I asked to Port a phone line from another company and they have no idea how to get it done. If I had another provider I would never use these people again.

I sign up for Optimum WiFi and cable. Things are great. All of the sudden I look at my account on my card. I was double charge. I call customer service asking why I was double charge. They keep giving me run around and the customer service person was so rude keeping arguing with me not explaining why I was charge double on my account. It’s not a good business and training for customers service at all. They don’t know how to talk and they also don’t know how to explained when someone sign up to optimum. Need better people to work for optimum service.

It’s unbelievable. After 10 phone calls troubleshooting, I still don’t have cable service. I had cable in August then I downgraded to a seasonal service that they offer for when you are not using your vacation property that much. 20 local channels nothing special. They shut my service off completely. And now every time I call to turn it back on they put me on hold for 20 minutes and nothing gets resolved. Worst Trouble Shooting Phone a service ever.

I started a new deli business and needed and phone and internet company for the deli. I call Optimum sales and the salesperson clearly told me they have a promotion for new customers for free install. I accepted the terms and proceed to schedule a install date. No email was sent to my account to notify me of my new account charges and breakdown. After the install was done I received a work order email that stated that they were charging me $179 for install fee. Right away I called customer service. They told me I have to wait for the actual bill to come in and they will waive the install fee. The bill came in. I called billing and they transferred me to a supervisor. He told me he had to look into the matter and most likely will refund me the install fee.

So this is the 3rd time in the last month I had an appointment with Optimum. Half our channels don’t come in. We have had 3 appointments. All of those appointments the technicians no showed, no call. Unacceptable! They keep giving us new appointments and the same thing happens. They need to hire new independent contractors cause the ones they have no are not worth the money they are being paid and neither is my service. It’s not worth what I pay.

I moved to Ulster County and requested Optimum/Altice to be my provider. The experience has been more than horrendous. Wifi service in the area is terrible. I've been charged in excess of 100$ to have someone troubleshoot and rectify phone issue with no satisfactory result. My grandson is on remote learning because of covid and he can hardly stay on because the wifi kicks him off constantly. They have come to the house to try and fix telephone service which is very much needed because of elderly parents and they still cant fix whatever problem they think it is. Bottom line They continue to promise in fixing this issue with phone for last three weeks with so called troubleshooting (fancy way of telling you they cant fix the problem) and still no results. Utterly frustrated with this company. Unfortunately there is no other service available in my area.

I've read other reviews and that was my experience too. I don't know how they are able to continue without being looked into. Something is very wrong with this company from customer service down to equipment that doesn't work. It feels like they are customers' money with no repercussions. I would highly recommend you not use them. I don't know what has happened to them from the past. A couple years ago they seemed okay.

I was without TV for 10 days because that is how long it took Optimum to send out a technician. The problem was outside the house and due to poor workmanship during installation. Optimum is obviously not in the customer service business.

Internet constantly drops, equipment was replaced with no improvement. I pay $97 a month for internet only. Offered $74.99 a month to add cable (supposedly a deal for existing customers), but was quoted $129 when I called. Clearly a bait-and-switch. There is no other internet or cable available in our area so I have no options.

I was taking care of my mothers account at her home on Long Island after she passed away in May 2020 and got the billing in my name. I called sometime in August to disconnect the service and the customer service agent was terribly rude and wouldnt help me because I didnt have the serial # of the equipment as I live in MA which is 4 hours away. The equipment has been disconnected for months as the house is vacant and being prepared for sale. I myself had/have health issues that prevented me from getting to the house so I could get the serial # and return the equipment. I'm a fair guy and want to have the bill reduced to 1 month service from the $483.00 and even that is too much for what you get. Seems this company is way too big and feels they dont have to help their customers.

Constant drops in internet services, which is and has been happening for 2 decades of dealing with this same company and I have lived in several locations with different, neighboring zip codes. Biggest problem is, they have monopolized almost the entire Borough of Brooklyn, NY and are literally NOT allowing other companies to move in. Charging a fortune again because they have no competition in the same area for over 20+ years and provide a terrible service in every aspect. The sooner there will be competition the better. Will leave Optimum 1st chance I have and never look back. Overpriced and terrible, terrible service!!!!

Horrible experience. Wifi was always dropping, not good since I am working from home. My tv box would always shut off and have to reboot. Called Optimum multiple times, but they always wanted to do a reset from their location. Every morning I wake up instead of my box showing the time it would always reconnecting. When signing up for Optimum, you are informed about a $100 Amazon gift card but not told you must be with for 3 months first. Just overall not informative and helpful. I have signed up with Verizon and they have been great! Fast internet and strong. Would not recommend Optimum to anyone, especially if you are working from home and need efficient internet service.

I called Optimum for the service as I was not getting a Wi-Fi to my apt. As a called the optimum to make a appointment and ask the representative that, "Am I getting charged for these services," and the representative told me, "No you will not get charged." As on September 16, the technician came in and told me that, "Your router is locked and that the reason you are not getting the Wi-Fi and you are getting to much signal in your apt," so, he installed the patch outside the building and installed the new router. Additionally, when the end of the month I got the bill from the optimum which showed $80 charged in the bill for the service.

I’ve had Optimum for a while the service was good for customer service. Since April they are a mess. I call every week, I get a person that doesn’t know what they are doing on the phone. I had 4 techs come to my house. They rush out, they don’t fix the problem. They said they will be back and don’t. They claim that it’s a programming issue. Can’t get a hold of a supervisor. Can’t get a hold of anyone that knows what they’re doing there. It’s ridiculous, it’s frustrating, it’s a crime what they’re doing. I had no on demand, no DVR Service, no cable, can’t get the Internet to work in my sons and daughters room. They have school, it’s frustrating. Don’t know what else to do or who to call to get the specs. Will be changing to a different company. They have a whole bunch of idiots answering the phones that don’t know what you’re doing, you’re going to lose all their clientele. I don’t know what happened to them. It’s ridiculous. It’s a sin. It’s no way to run a business.

My apartment needs wifi extenders to have internet in the whole apartment. During the pandemic, I have worked remotely. My telemedicine appointments are continually dropped because of poor wifi. Starting 9/13 the technician who came did not bring requested extenders. Next appointment, the technician said he had never heard of a wifi extender. 9/16 confirmed appointment to bring extenders, technician did not come and said he knocked on the door. Impossible since he needed to go through the doorman and did not do so. 9/21 technician did not come and said he did. Same story as last appointment. 9/22 Complained and waited to receive a call back. Never received one. 9/24 Technician came but did not bring extender. Said he would be back the next day. He did not come.

In short, none of the Optimum customer service reps seem to know what they are doing, they'll pass you from department to department (on average, they'll transfer you 4 or 5 times in one call) and they'll then terminate the call with no explanation or resolution.

I disconnected my service with Optimum, because my bill went up by a substantial amount. I called customer service concerning the disconnection, and where to drop off the equipment. The woman I spoke with was very rude and didn't know where to tell me to drop off the equipment, I was put on hold for a very long time; and then a man came on the line, who was extremely obnoxious with loud noise in the background. He was asking for more information, which they already have on file. The worst customer service ever, I think it is non existent. Stay away from this company, they are fraud.

Absolute worst company in the country. Customer service is a disaster. I will keep it as short as possible. Started from installation. Installer acted like he was doing me a favor. He was rude and unprofessional. Boxes never work properly and have to be rebooted on a daily basis. I called. Was told they would send a tech. Set appointment. Tech never shows. I give up and figure I will live with it. Not worth the hassle of dealing with them. My one year promotion ends and I receive a bill that is almost double. I attempt to call to lower package and it takes me a week to get through. Finally get someone who proceeds to flat out lie to me on new cost and what channels I will have.

Service at Cablevision was impossible the last two months. Closed my account, went to turn in equipment and office people were nasty nasty nasty yelling at each other, customers, anybody else who walked in the door. Can’t imagine what warranted this. The behavior was unacceptable. Does it cost them their salary if they are nice, civilized? Sure seems like it!

I had a very difficult time dealing with several people at Optimum in the Tech department. I first want to say reaching Optimum by phone is very difficult. Waiting time is so bad they call you back in more than 45 minutes. Only half the time they actually call back, the customer must keep calling. I dealt with 3 tech people on the phone and 2 over online help for about 3 weeks. A tech person was scheduled to come out and did not show up. I waited 8 hours. I did not receive a call to cancel. From September 3rd I had no Home phone service until today September 23rd. Finally I got someone on the phone through the billing department that also knew how to fix tech issues. Jameel was able to help me solve the problem completely and phone service was restored. He did in minutes what 5 other people could not solve in weeks. This is my first time writing a review but I felt compelled to do so. Thank you Jameel.

Whoever the technician was who install a cable in my building left a mess of wires hanging from the ceiling in the hallway of the building. It is the sloppiest job I've ever seen. The wall was freshly painted and he left the dirty fingerprints all over the wall but that can be painted however he left all the wires hanging out of the sleeve that the wires go into in a very sloppy manner. I was going to get cable but after seeing that I changed my mind.

Optimum is terrible. They are falsifying claims and and trying to get away with. They claiming that a service agent came to my home, when they are not and are playing hardball cause they have building monopolized. Now my internet is super slow and never had this problem before. Gonna push board to change that for next contract. Terrible!!!! They are trying to rip people off in the middle of pandemic, when trying to keep up with bills.

Worst company I have ever worked with. Would join ANY OTHER internet vendor who comes to Jackson New Jersey! Tried to change services this week and called in 5 times to the 'retention department'. Put on hold for 2 hours on each call, and ultimately the call disconnects at 2 hours. Finally got thru to change services today and they had the gall to try and upsell me before making the changes I asked for. I asked to speak to a manager, she joined on a clear line, suddenly there was static on the line, out of the blue, she yelled 'hello' 'hello' and also hung up on me. This is not an unusual interaction with this company. This has happened continually in our 20 years of being a 'valued customer' here.

Being a long time internet user/ cable/satellite subscriber I've witnessed the decline of customer service by companies that should be striving for good service/more customers. Instead, the business model is raise prices and provide service in all areas that is so bad the intention is seemingly to drive away its customer base.

The call is routed to Timbuktu. Background noise of everyone talking make it impossible to hear the rep much less understand her. I called because TV reception was not good. After an HOUR on the phone, I had no TV at all. Despite the fact I was on the phone at 1:30 PM could not get a technician to my house for another two days. We pay a lot of money for TV these days, and now they're going to expect me to pay to fix the problem they created. Cablevision come back! All is forgiven.

For the past 4 months I have been calling them about the interrupted service and incorrect billing items with no resolution. You have to wait hours upon hours to get to the right department before you can even be in a queue for a callback for your issue. After that you may or may not get a callback. And then you can start the entire procedure all over again the next day. Eventually once you get to the customer service rep. they say, our manager will call you back in a week or two. Are you serious! No resolution. I'm sick of this! I don't believe this company actually exists.

Optimum is a complete scam company. Our Internet has been down for 2 months now, company could care less about fixing it WHILE CHARGING US FULL PRICE. Have called numerous times, and not once have they bothered to come out. They claim there's an outage. Have visited the physical store, they tell us to call. We call, they don't care. Well if you don't care about your customer we will be taking our business elsewhere.

Optimum received the rental modem Ubee on June 23 and still charged me for $10+tax each month claiming that my privately purchased modem Arris TM1602 belongs to them. I called customer service today at 11:11am and Optimum called me at 12:36pm and got disconnected then call me again at 12:51pm. During 40 minutes communicating with the representative Nicole and was being put on hold for 30 minutes, at the end, she told me that her supervisor told her that my modem belongs to Optimum and she couldn't do anything. I told her again and again that I purchased the modem on my own and requested to speak to the supervisor. She said that the supervisor couldn't speak to me. I then asked for the supervisor's name who told her the wrong information. She said that she couldn't give out the supervisor's name.

They mistaked my address for someone else and canceled my service. I never called to cancel my service. Their mistake. I call and no one knows what they're doing. I had to go to the actual office and still don’t have my service back. This is absolutely ridiculous.

Optimum sells a router that does not work wirelessly and yet I am paying Optimum for wireless internet. It does not work w/ my time capsule to back up my computer periodically, automatically. I have placed 7 calls to Optimum 'service representatives'. Of those 7, I could only understand 2. Only those two helped by recording my case and telling me I would hear back in 48 hours. Needless to say, no one returned my call. My problem was never corrected and never properly addressed. The last (7th) 'serviceperson' said they could do nothing.

I schedule appointment 5 months ago.. After 8 no shows and reschedules which I had to call to reschedule. Today I was on hold with their text message service for 3 hours, at end they told me they cannot help me, to try calling!!!! They have a monopoly in the area and don't care about their customers.. Few months back I asked for manager and was told, someone would call back. Never did. Company has the worst customer service I ever seen. I pay $200 a month for their service.

Terrible service. My internet has not been working. I am paying $276/month and no WIFI service. Drops all day long. I call and get stuck on lines for hours. When someone finally gets on a phone, they are no help and service is not fixed. What a waste of my time and money that I don't have a single mom. My kids are unable to do remote learning from home because the service keeps falling off. Can't get a service tech out to house. They refuse to book one for me.

I would also give less stars if I could. 1st, they sent my SIM cards to a different building. 2nd I only received 3 instead of 4 of them. 3rd, the SIM cards had different phone #s and I almost ended up losing my original phone #. I also tried to cancel and suspend the SIM cards and none of the employers send the petition to cancel the account. Overall, this is a rip off... Horrible customer service and very unprofessional.

If I could give this worthless company no stars, I would. This company is an utter joke and a complete disgrace. It is even disgraceful that the residents of Brookhaven (Crookhaven) are pretty much stuck with them as an only viable option because we cannot get FIOS for whatever shady reason. For a company who claims they are "here to help keep you connected during the coronavirus pandemic", they do not even attempt to live up to that. I was out of work for a few days due to a potential covid case (my test came back negative). So naturally, I'm a little behind on everything. It didn't help that when I did try to pay when I had the resoures to, their service was down both over the phone and internet due to the hurricane; which is another issue in of itself.

Optimum charged me two months in advance. I was in process of moving and apparently, the new tenant called, canceled my account effective October, and opened a new account for him. How is it possible that Optimum allows anyone to cancel someone else's account? This illegal cancellation generated a new bill (2-month bill) which was paid. When I called to cancel the account they said that the account was canceled already. They canceled the account on August 26th but didn’t refund me for the second month (Sep 7th to October 2nd).

Prior to the Altice takeover of Optimum, Service was acceptable. Now, it is impossible to get a human on the phone unless you specifically call to cancel your service. That puts you on a 45 minute hold for someone in customer retention. Typically, that resource is practically useless, though they do set up technician visits two to three weeks later. Don't take the call-back option as that call back can take up to two days and if you are not sitting next to your phone waiting, you need to start over.

I switched from Verizon to Optimum because of pricing and Customer Service, and Optimum offers to buy out your contract. Well, after months and months of submitting my final bill and speaking to them on the phone 4 times (each time my issue was "escalated"), I never got my Early Termination Fee credit. They stated that the bill I sent did not have my name or address on it, so I looked at the attachment I sent and my name and address were on THE FIRST PAGE! I sent it back to them 3 additional times and directed them to the information. Nothing.

We were having a problem with our internet service for a few months. It was constantly disconnecting and reconnecting numerous times a day. After the fourth and final service call (had 2 prior service calls which did not resolve the problem and a missed service call where the technician never showed) the technician finally fixed the problem which turned out to be a faulty amplifier in the house (he replaced the amplifier with a splitter). This was in the basement and initially installed by the cable company which I would consider their equipment and not mine. Needless to say we were charged an $80 service fee which was mislabeled in the bill as a missed service call.

We signed up for a new Altice plan in March. At that time we were promised a 100.00 Amazon gift card, which we never received. Back in June, we spoke to the customer service department and they assured us it would be arriving shortly. Well, now it’s late August and no card. Over the last few days, we have spent about six hours on the phone. Their customer service is dismal at best. They lie constantly. The supervisor was supposed to call us back and never did. We are now looking at what Verizon has to offer.

I have been without internet multiple times. First time they gave me a bad modem that died within 3 days of starting with Optimum. Second time, someone canceled my service and was having it moved??? Took them almost 2 days to restore service and even then they had to completely remake my account. Now after isaias I finally got power after 5 days and it was working. Stopped work 3 days AFTER I got my power back which was a week AFTER THE STORM. Why?? Still don’t have internet service after 2 weeks. Went out on August 11th with no end in sight. Unbelievable since I am working from home and my sibling is going to school from home. Internet during this time is CRUCIAL.

When there is a storm, not only do you lose power, but Optimum always loses connection and can't provide service in the wake of it. It has been more than 3 weeks and I still don't have telephone service and only limited cable service. I cannot reach a person and the automated bot is just that, automated and nonresponsive. I have had several text messaging exchanges lasting over 2 hours and a visit by a technician who says he "can't repair" the problem. He claims to have escalated the issue and yet, I have gone back to square one and have waited another week for another technician to come and do nothing. Optimum is awful. Apparently, there are NO competent technicians or service managers that work at Cablevision, they just operate a call center where the operators don't speak good English and they only know to go thru a "rule book" of sorts with no understanding with what they are dealing with.

After 9 hours online with Optimum customer service... they did none of the things they promised to do to correct service issues extending over 6 months. They messed up every attempt to correct the situation ... adding fees to my account each time they tried to adjust the account. Even charging me $80 for a service call that was a NO show on their part. In my opinion and not challenged by their rep... Optimum is using abusive, telemarketing, sweatshop, tactics that pressure reps by performance quotas not to solve any issues that would cost the company even if that action is abusive to their customers.

New Construction internet. Called Optimum July 20th to install internet, Incorrect Optimum technician arrived. My builder informed Optimum in July that internet cable needs to be threaded and splice box placed for 4 homes in the residential home development. 2nd appointment failed on August 14th due to incorrect technician. 3rd appointment failed on August 24th due to not preparing properly to thread cable and install a splice box. 4th appointment set for August 30th. To be continued...

I just had my 5th appt to set up cable. The last 3 were no shows and the first appt the tech never called in serial numbers so the backend shows I don't even have a box. Just made 6th appt and will be 2 weeks from initial setup. Who can take off work 6 days??? Running back to Fios after I get 2 weeks of cable. My god what terrible service.

I am extremely frustrated and disappointed in Optimum. We lost service 15 days ago due to Hurricane Isaias. Electricity has been restored but Cable/wifi/phone has not. I have spoken to at least 10 different people at Optimum. They have sent 1 technician at 2 different times that were not equipped. We specifically said cable was snapped from a down pole. They sent 1st technician in a mini van who could not do the work. the 2nd technician was sent in a truck even though we specified needed a bucket truck which he did come in. He also came with no wire at all. Spoke again today and they are giving me a window 2 days from now which will be 17 days from when we lost service.

My bill went up by a substantial amount, for the last 4 days I am trying to reach customer service, I tried to wait in line for over an hour. No one took my call, then I selected a different option for them to call me, no one called again. The same scenario for the last 4 days, nothing resolved. I am a loyal customer for over 40 years. Extremely disappointed.

It took me less time to get divorced than it did to cancel the home phone and cable. Over the years I call and try to get the service changed, alway an up-sale, always "Can get you better deal". Today I waited for 65 minutes for someone to even answer.. and went on with the same, "Keep the phone so you can get discounts." No, I just want the internet. Why can’t I just have that, why does it come in a package. And why does it cost $122 per month for 500 mbps if it’s not in a package. What a shame that there is no choice in my area.

I have been without service for 2 weeks since tropical storm Isaias. I work from home and rely on the internet. I have called almost daily to no avail. Even after staying on hold for 2 hours each time, and being promised a return phone call, still nothing! Your wires have been down in my yard and the street for 2 weeks! You charge outrageous, unpredictable rates, 1 month in advance to boot! Poorly run, greedy companies don’t last!

Some other customer called in and cancelled my services by accidentally, Optimum did not even confirm the account information. Called the customer department and spent about 4 hours to re-active my account. I was kicked from Customer Services to Billing, then to Sales Department, the problem still not been solved. Lowest working efficiency, worst customer services ever seen in my life.

Optimum is a rip-off company that uses every and any tactic to raise your bill, and charge obscene prices for ridiculously poor service. They deliberately make their service fees difficult to comprehend and adjust, and out and out entrap their customers into high payments for low quality service. Stay away from them if possible, they have a monopoly on many areas in New York, but do whatever you can to report their practices or switch.

Instead of writing a lengthy review and taking my word for it, click on the link of the call I recorded with a supervisor at customer service after 2 weeks with no end in sight without cable, phone or internet. Absolutely the worst company you can deal with. Run from them. **

Over the last few months internet connection was terrible. Interruptions last from a few minutes to several days; each time I had wait for hours on hold. Covid may be a factor; one may think that over time they should have figured out how to do business in a new reality, but apparently not. Things are getting progressively worse. This is a serious nuisance since I'm working remotely, like many people these days. If you have an alternative option for internet provider, stay away from this one.

I have had nothing but issues with this company. They disconnected my internet by accident then couldn’t figure out how register my modem on their end. I was without internet for 9 days. I work from home so I didn’t get paid for 9 days. Now there was absolutely nothing wrong with my modem, it was that they were not registering it on their end correctly. It took three Optimum techs to come before they finally set it up correctly. That was last month. Now the bill came for this month and it’s more then double what I normally pay.

I had schedule a tech appointment because my modem kept rebooting itself for a whole year. My first tech didn't even show. No call no ringing the bell and we were home anxiously awaiting for his arrival. I had to reschedule another appointment. Second tech actually reached out on my cell on file. He found that our connection was being shared, due to last tech using a splitter for other apartments. I just got off the phone and I'm on the waiting list. First tech put in notes that he was here and no one was home. He straight up lied and I'm being charged for him not showing up, oh hell no!!!! This isn't right and someone needs to be held accountable.

An Optimum customer for 15 or so... only because there’s been no alternative in my area. Their customer service is horrible! Nobody picks up. On hold for hours. Rude and uninformed when connected. BAD!

Optimum discontinued my service, they couldn’t tell me how, why or who did it. I called their Customer Service Dept. and was hung up on a total of 23 times while being in hold in total of 9 hours. When I finally received help, they apologized for their mistake and promised me a Technician would come to my home today between 2-5pm. It is now 7pm and nothing. I’ve now been on hold again for over an hour and on their website it says there are no appointments for my account (but yet I have an email from them as confirmation). I am now in jeopardy of losing my job because I can’t work and Optimum is doing nothing to resolve my situation. If I do end up losing my job, I will be suing.

I've always had Optimum and have always had a problem with their customer service but, for the last three months, it's gotten ridiculous. They keep sending us cable boxes and charging us for them! I have 2 boxes yet last month I was forced to pay for 5. I was told I'd they don't 'do' refunds but they will apply the mount to my next month bill (this month). Then I got shipped ANOTHER cable box. And not only are they charging me for that new cable box - which I returned within a few days, but my bill is HIGHER than last month. There's no explanation for it and the money wasn't applied to my account.

Worst company, worst experience. Due to what was either a partial outage or Covid 19. I was on the phone 7 days attempting to obtain help to add 5 cable boxes. During this time I was lied to, hanged the phone on me and not called back, I'm currently waiting on hold to speak to a supervisor for 3 hours. 3 appointments have been scheduled to come home to change the boxes and the technician never showed up nor a call was made to me. My TV service was disconnected for lack of payment, when in reality the payment was made 2 weeks earlier than the due date. THE WORST COMPANY EVER.

i have been trying to port my landline number from Verizon to Optimum for weeks!!!! Hours on the phone with optimum customer service, and hours on hold!!! Nothing happens! Nothing! This is crazy! How are they still in business?

Over months the bill went from $150 to $183. This was in between the annual promotional period. The added fraudulent charge of $3.50 for Network enhancement fee without permission which is illegal and all the companies are have class actions suits for doing this same thing, AT and T are going sued for millions doing charges like this especially to the elderly. I spent hours on the phone and internet attempting to have this charge removed and they refused. They were charging more on this bill for my 91 year old mother with 1 tv than my house 10 minutes away with 2 TVs and many more channels. I warned them I would not let it go. I wrote the General Counsel VP of Optimum, I wrote Consumer Affairs and I informed them that this could be consider financial elderly abuse. They thought reading me a list of policies that did not even make sense I was going away, I made a living writing letters.

My WiFi service works when it wants to. They sent 3 techs and none of them can fix the problem. They all give you the same answer. Don’t ever use them for WiFi. On top of them not being able to fix the problem they showed up 2 hours early for a repair and of course I wasn’t home so now they want to charge me 80 dollars for them showing up earlier than they were supposed to. I’m definitely canceling my service.

Once you get an agent, the call will never be shorter than an hour for the simplest request. Often agent is not knowledgeable. Numerous attempts must be made to complete a task. A simple question takes at minimum an hour and often numerous call backs to get answered. On billing, Optimum makes an error. Doesn’t issue credit then issues late fees. The worst customer, tech & billing in all business.

This was unfortunately a typical experience. Due to what was either a partial outage or faulty cable box I spent more than 5 full days attempting to obtain help. During this time I was lied to, disconnected and not called back (in spite of a promise to do so), spent more than several hours on hold and much more than 48 hours awaiting a scheduled call-back. In an attempt to resolve the issue on my own I drove to a local opt online "store" and was given a new box that no one could at tech support could e to work, and drove back & switched that one for another for which I wasn't given a cable needed to allow the DVR service to work.

I spent an hour on the phone just trying to schedule a date to cancel my service (I was switching providers because the bill kept increasing and their service was unreliable). When I finally got somewhere, they said that I would have to cancel today because it was the end of my billing cycle - otherwise, I'd be charged for another month and not be prorated. I was told that my services would be disconnected later at midnight. Well, my cable was disconnected immediately and not at midnight. Their service is unreliable and they cheat their customers. You won't believe how they treat customers like my parents who are forced to use them because there is no other internet provider in their area.

I wanted to cancel service as of the end of the month (July 29) because I am moving out of state. I was told that the service will be cancelled in the middle of the next month (August 16). I was told that they do not prorate the account. I find that to be absurd. I will be paying for half a month for a service I will no longer be using. Good thing I’m moving out of state and I don’t have to deal with their expensive, slow service any longer.

Have been a customer for more than 10 years. Horrible customer support. Moving service from old home to new home they got request backwards (They were shutting off service to current house before I moved out. I caught it a day after I made the request as they sent me an email saying what they would do.). So I find out that customer Service set up a dummy account to cover their mistake and provide the service for the 5 days as originally requested. Advised me that "I would never see it nor get a bill". I then get a call from Optimum asking if I was moving out as someone wants to set up service at my address on May 22nd. (I know, you can't make this stuff up.) Told them yes, and there should be clear documentation of the move of my service.

I've been having problems with my Optimum TV service since June 8, 2020. It first started with disfigured pictures, colors, lines and blocks on the Lifetime channel. Then recently through most of the channels. This went on for over a month. Still going on. I have 4 cable boxes. My daughter don't show certain channels like 45 & 46. The other 3 is just disfigured. About a week about I contacted optimum complaining. After being hung up on several times. Hold on for about a hour and a half going through different representatives. My cable wouldn't come on at all for about a week. It stayed at 2 percent for almost a week.

We have had the worst experience dealing with a service provider in our life. We initially ordered service early April 2020. It took several visits, no show appointments, lied to and the installers looking to place our TV where they felt it was easier. We were even asked to install some of the equipment ourselves because the technician was too lazy to go up and down our stairs. Even after all that, the service was never hooked up completely. In frustration, we were forced to change service provider and cancel the Optimum service. This was done on 05/21/2020, just six days after the beginning of our second month with Optimum, with the understanding that our bill would be prorated for those six days.

Please be aware of Optimum Online phone service for business. We just saw a $2,000 bill for robo calls to our 24/7 after hours emergency number. Many fake calls ranging from 30 minutes to 1 hour. When we tried to cancel the 800 service, we waited on hold for over 4 hours, we were passed around many departments, and the last person, after a very long hold, hanged up on us. Please be aware, their customer service is non existent.

Had Optimum online and TV services since 1999 in Edison, NJ. Bought a home in Monroe, NJ in July 2020, where they do not offer Optimum but Xfinity service. I called to inform them I was moving. Customer Service told me that I already paid for their services for the month and since they do not pro-rate, they will not give me any money back even though I had only used one week of the current month. I never asked for money back but the fact that they do not care about their customers is sickening.

I canceled my Optimum service about two weeks ago. I no longer had access to my login online. I called wait time was 45 minutes long. Yes call me back when I’m next in line! Waited... 2 hours later, same thing! Waited... 2 hours later same thing!! NEVER RECEIVED A CALL BACK. Fast forward to today. I was on hold to speak to a representative for ONE HOUR AND 30 MINUTES!!! When asked if I could receive a discount on my final bill due to them unconvincing me???? They’re very strict on their rules and regulations. DO NOT. I REPEAT DO NOT USE OPTIMUM! Awful, Awful, Awful. Not to mention the Internet service itself sucks! Couldn’t go more than 20 feet from the router without losing connection!! JUST AWFUL.

I was on a chat for nearly two hours without resolving the issue. I signed up for the automatic billing for a $5.00 discount on my bill. Five dollars, you'd think it was five million the way customer service rep stalled looking for a solution. I went as far as copying and pasting the statement of my bill that agreed to the "discount" and still Optimum couldn't find the solution. They said they were having "Latency" issues. This from a company that wants you to sign up for more and more services. Latency issues with Opt 200 one level above Core!

I had bad internet service for over six months, where many times a day service would cut out for 5-10 minutes at a time, and even at the best times the Mbps were much lower than I was paying for. Optimum just kept sending techs who didn't do anything. No one seemed to understand that there was an intermittent problem and that just because it was working when the tech left didn't mean it would be working ten minutes later. They charged me $80 for a tech who put in a splitter that didn't make any difference. Then a representative said he reversed that charge, but it was still there. Twice techs did not show up on the appointment day, and Optimum would not give me a credit. Finally a tech said the problem was outside and it needed an engineer, but they never sent an engineer. Then Optimum wanted me to start the process all over again, to just keep calling and having techs come in and out who are incompetent.

I contacted Optimum to have short-term internet installed in my summer cottage. Things seemed to go well. They agreed that they’d install it on July 1st. And they did. And I enjoyed 7 lovely days of WiFi service. And then it was disconnected. I spent hours, literally hours trying to contact Optimum to ask why. Their customer service automated lines must be the very worst in the world. Their operators once reached cannot give you answers. Not one answer in one hour on the line with them. But what I was told is the technician must come out again and re-install the internet. Nobody could explain why. But that he would come between 11am and 2pm on July 11. That was the soonest he could come. They even confirmed by text the night before that he was coming. He didn’t show. No explanation. No contact.

I wouldn’t even give this company one star. This is the biggest scam going. I signed up with Optimum Altice. They say they a package for seniors 164.35 a month for life, never changes. So I signed up. My first payment that I paid was the 164, the next month they sent a bill for over 200 dollars. Called and complained. They lowered the bill to 86 dollars.

To whom it may concern, My name is Noel. I live in New Jersey and had been an Optimum customer for 34 years. On June 1, 2020, I decided to disconnect my service with Optimum. I called up 1-800-333-4857 and spoke to an Optimum customer representative. When I told this person I was disconnecting our service, he shifted me to a retention representative. I also told him I was disconnecting my service. Here was my first lie. He said that there wouldn't be any prorating of my 6/1-6/30/20 Optimum bill and that this would be my last bill which I wouldn't have to pay. I also told him that I was taking all the Optimum equipment I had and was sending it back to them through Fed Ex.

I cancelled a mobile phone line with Altice Mobile on the 23rd of July, and I've been charged the whole following month (August) because the billing was already created on July 22nd!!! An incredible justification to charge you an additional month! I tried to get a refund, but was denied!!!

As part of their terms and conditions, to not be charged for the following month, you should cancel at least a day before the billing period ends (as of June 2020). When I called to do that days before (I would've done weeks, if not months, but I had a roommate that needed internet during the quarantine and I didn't want to cancel and have him lose service randomly, in case Optimum pulled something on us), I got the expected script-read from the woman that answered. After confirming I will cancel, she makes up this lie that "the system" can only disconnect me on July 6th. I repeated the terms and conditions to her, and that her information wasn't said anywhere online and that I should be disconnected now, if not before the current billing period ends.

Their included router/modem reboots itself multiple times a day. Their router uses a web based system that feeds the info to Optimum's website. It is ungodly slow and doesn't work many times. Port forwarding is terrible because you can't reliably get into the settings and it says multiple ports are invalid (valid port numbers). Depending on your plan it wont let you forward certain ports. Their phone support hold time is always 1-4 hours. It always says it is longer than average and they give you some BS excuse. Their phone call back option never called me back. Their website is broken and online chat never loaded into a representative. After I signed up for optimum email their website sent in into an infinite redirect loop until they finally made the email later that day. All in all their modems and website is a complete disaster.

Optimum/Cablevision is the WORST COMPANY to deal with. I have been on hold for over 2 hours trying to figure out why they shut down my email account. I have never paid my bill late, I've been a customer of theirs for over 10 years! No one can tell me why this happened and I keep getting transferred around to all departments further wasting my day trying to get this issue resolved. AVOID THIS COMPANY!!!

I've always wondered how Optimum continues with the worst customer service ever. The answer I presume is that Fios isn't much better - sadly we have few alternatives. Most recently, in the ongoing saga of dealing with Optimum, we lost TV service. A phone number came up on the screen for people in need of customer service. As you wait on hold they have the audacity to advertise more services you can add and pay for. Sure, I want to buy something new from a company that's not providing the service I'm already paying for. Do they even see the irony in such stupidity?

I reached out Optimum customer sales team to add TV service to my internet account and I was told that I will be getting everything including Showtime and HBO at 138$ including service taxes and fees. I was not even asking for showtime but the sales guy himself placed mentioned that he is able to provide as an offer. After installation I didn't find this additional channels and on calling customer care I was told that bill comes out to 143$ excluding service tax and fees and that doesn't includes HBO. Also they are saying that an email was send to my id which I don't see at all. There is a clearly a gap in the order placed by sales team and service procurement team and I would not recommend optimum tv or any of its service unless you are ready and have capacity to spend more than they deserve.

20 year (once loyal) customer/fanboy. They used to have excellent CS. Now they are as bad as every other cableTV/ISP. Hidden fees, equipment rental fee, in home service fees. Their expert Tech Support seems to know nothing of the tech, and only follow process. They can't explain anything. I have spent 3 months trying to figure out why my internet connection is spotty. Diagnostics are excellent. Bought new router, and new modem. The automated online process does not work, and after waiting over an hour, the TS rep could not get the modem to register and could not explain why or forward me to someone who could help, even though the model I had was confirmed to work with OOL. She only offered to send someone, while warning I could get hit with an $80 service charge....

Stay away from any Optimum services like the plague. They have the audacity to charge you a monthly payment for their really really awful modem. If you decide to buy your own modem, "conveniently" their system is not compatible with your modem so you are stuck with their bad modem and pay them a monthly charge. I was on-hold with them for 4 hours and I can even give you a screenshot. There is not a day in the world you can "try" to reach them without being on-hold. They can't even do chat messaging right....I was on hold for chat messaging! Find any other means than giving this really mismanaged and awful sub-"optimum" your business. I'm sure they are collecting their fees, paying out their management team top dollar without investing a single dollar on improving their infrastructure.

Bad service, the representatives are not trained to serve the clients, they say anything to get rid of the client, the inspectors are not professionals, they say that they are going to call to solve the problem and they never do it. I called for a simple problem on the internet, the representative could not fix it from the office and told me that a technician should come, I asked twice if there would be any cost and the representative told me NO, so accept that reason, when the technician to my house I just disconnected and reconnected and everything was fine, the next day I see a charge of $86.00 dollars for that service that they told me they would not charge, I immediately called them asking for the recordings of everything that was talked to the representative to be uploaded, that there would be no charge and that I could not solve something so simple from the office, and they told me that this could only be solved by an inspector.

I am Optimum customer for many years. I paid for service $133 per month for tipple service. Four month ago I bought and installed personal modem to decrease my payment to $121 per month. This is legal. Optimum allowed to do this. I had this premium amount only 2 month. After that Optimum increase my payment to $135 per month (remove one discount) and after one month more to $161 per month (remove another discount).They removed discounts that I had before. At this time unable to get in touch with representative for discussion. If you are lucky you can leave phone number and somebody MAYBE will call back in uncertain time.

Unbelievably bad customer service. They were dishonest and cheated me out of 99 dollars even though I cut off my service with them. This is the worst cable company I have ever worked with. I promised them I would trash their company to every review site in retaliation. Honestly, go with the bigger company if you are questioning whether it is worth it. Quality is more important than supposedly saving money with this garbage where in the end they will cheat you anyways. My advice to you is to never ever ever give this company business.

Look out when you have a technician come out to fix your modem issue. They’ll FIX and CHARGE whenever they feel “necessary” because they’re so called “professional” and your thoughts, your concerns don’t matter to them. The technician would tell you everything was working fine, then turned around replacing your wiring even without asking/informing you, then charged you $59.95 for the service! Yes right even though it’s not your fault they will make it like it’s your fault so they can take money from you!! Don’t even bother to ask for a supervisor, they won’t allow you!!

I have been trying to upgrade a cable box for over 2 months. Call center reps lie to get you off phone. I am currently on hold for 3 hours and 20 minutes. I have called repeatedly- only to be told it’s being delivered or technician is coming but it’s not true or properly documented in their system. I have recorded the phone calls... It’s been 2 months of paying for hardware that does not work properly. It’s my mothers equipment. She is Elderly, home bound and disabled. Totally frustrating. Terrible service.

I used to have Optimum standard boxes with separate modem and router but I decided to switch to Altice One to help others to understand the product. The guide is simplified and with an easy to access remote that lights up in the dark. It has a voice command to use if you were cooking in the kitchen but wanted to hear your favorite songs or shows. It also includes streaming services such as Netflix, for those who wants a break from commercials. Let's just say, cable is not dead!

In my decades of experience with large companies, I've never had such a rotten experience. This is by far the absolute worst. If you don't get everything right the first, you'll NEVER straighten anything out with them. I requested that my old phone number (which I had with Verizon) be moved with my new installation at my new address. It wasn't done, although they assured me it will be done. I've been in contact with them about a half dozen times to correct this. In every contact they assured me it would be done. It was never done. I spent an enormous amount of time on the phone and interactively, but at this writing I accomplished nothing!

I’ve been with Optimum for over 10 yrs & all I’ve got from them is an increase in the bill! Me = 200mgbs for $150 vs $75 400 for new clients FOR LIFE! How is this fair? When reaching out to CS they cut call.

Optimum give you one price then they overcharge you with a price more than the first price given, also they charge you on the spot when in fact it supposed to be sent through your billing statement. I had the service for one day and cancelled it. Now they want to bill me when I already paid them upfront and giving me a hard time to get my money back.

OPTIMUM'S customer service is non-existent! ALTICE, too for that matter being that they are the same company. I wish in my area there were other choices. Someone needs to completely rework the system. If you have other choices, I suggest trying those first. They are double billing my account. You would think this is an easy fix; believe me, it is not.

"OPTIMUM INTERNET" SERVICE IS NOT SUITABLE TO GET A SINGLE START. I ordered internet service with 300Mbps with $34.99/month and this advertisement was included installation except for loan modem and router. OPTIMUM never delivered 300Mbps and it was below 100Mbps. Then I called several times to solve this issue and they never solved it.

My experience with Optimum was and still is terrible. In order to get through to a human, you have to go through a maze of computer robots directing you to another robot. If you're lucky, after a week of calling and holding on the phone for hours and hours, you may get through to a human who is rude and unhelpful and just trying to sell you something. They should be closed down by the FTC. They try to sell you services without stating the price. Almost every week, my bill gets higher and higher for no reason.

I knew I had to avoid Optimum but unfortunately they are the only ones in my area. My only comfort is knowing that when 5G gets rolled out and coverage areas become obsolete, this company is going to die and I hope it dies a painful death. I signed up for their internet and wanted cable too as I'd bought a house and wanted to try it, I've never had it before. Their cable never worked, the box they gave had issues and the channels I went to kept telling me I needed to upgrade service even though I had the premium service, channels like HGTV etc. Their customer support team could not solve it and told me nobody was allowed to come round to fix it due to Covid-19, so I cancelled it, or at least tried to.

Where to start? In December, I requested to go to the reduced seasonal plan because I was leaving the area for 4 to 6 months. I was told that they would reduce my rate from $300/month to $30/month by moving to a basic plan. In February and March, I received bills for approximately $30, and paid them both. In April, I received a $350 bill. I paid it without thinking, but when I received another bill for $350 in May, I called, sat on hold for 45 minutes before getting a person.

We’ve been experiencing issues with our cable box (Altice). The first time I tried to reach Optimum on the phone, they had a recording saying that there would be a 40 min wait. I hung up. A few days later, I received the same recording. I realized it was the “standard” recording. I chose the “call back” option. Eight hours later, I received a call back from out of the USA (what a surprise). It took me a very long time to communicate with him. He didn’t understand. Finally he did. He put me on hold and then he disconnected me. I tried to call back the next day with the same results. I hope Verizon comes here sooner than later. Our government needs to get after this company. Good luck new customers.

I recently moved to an area where I can only receive internet from Optimum. It felt like a trap. I have internet and I'm paying from 100-200 bucks a month and I can't change to another provider. There's always outages and when you call to get reimbursed they give you nothing. Worst service providers ever! Shut them down.

My experience with Optimum was very short and very unpleasant. Even after canceling the service, the charges kept on coming. They refuse to listen to you and continue doing what they do best... scamming you out of your money. Costumer service is very bad and also the actual internet service they provide is very bad as well. Please save your money and save yourself the headache and find a different provider. They have sent me to collection agency for a very small amount that they claim I owe, and as a result ruined my whole credit history. The amount was paid in full by the way.

I ordered a new cell phone and service from Altice/Optimum Mobile. The phone I received was defective. Fine, I've gotten defective products before. It happens. There is usually some mechanisms to help resolve an issue like this. NOPE not with Altice. The only customer service is via text. I informed them of the problem and they pushed me off to Samsung. There was no offer to get me a new product or get me up and running. So I did what any rational customer would do. I cancelled the service.

I have the Altice service and while the features sound appealing it is unreliable as the internet goes down regularly and takes about 20 minutes to return or requires a reboot. The mini boxes were advertised as repeaters but now they say they can’t offer that any more. After having one mini box replaced recently a second one failed. After waiting 20 minutes on hold, customer service took me thru a series of steps in a useless attempt to fix it remotely. All in after one hour wasted I was told I need to go to the store to get a replacement and I would get a label there to mail the defective mini box back. I asked if they could ship me a replacement box and they said no. I asked if I could drop off the defective box at the store they said no. Bottom line the equipment seems to break down often and the company makes you waste a lot of time to fix it. Not very customer focused. I will start to look at alternatives once the pandemic restrictions ease up.

My experience has just been poor for years now. I keep paying more and more and keep upgrading often to make sure I have good and reliable internet service but I literally have not succeeded yet after years of being with Optimum. I have literally never consistently had good and reliable internet service. It's only become so much worse now due to COVID-19 in the last couple of months. It's very difficult to find someone to speak with in technical support and it's very frustrating. Of course, I have to wait on hold for a VERY long time (45 mins or 60 mins) and if I manage to find someone to support me, they can't really do much generally. It's been consistently a very poor experience for us. I pay as much as I can and yet, I lose internet 2-3 times a day.. I have to reset the modem often.. It's just extremely frustrating. There seems to be outages often recently as well on top of it. Very poor experience here..

Guys please check your bills. They were charging me double for more then 2 years. When I check the current price it was 50% less. They did fraud with me. This company has to shutdown. They are giving new customers 50% price for lifetime and old customer has to pay double for ever. What a fraud.

Optimum has THE worst customer service of any company I have encountered. The staff is nice IF you can reach someone. I just spent 1 hour and 45 minutes waiting to be helped using Chat. I am still on hold trying to get someone by phone... it has been 1 hour and 15 minutes.... and counting. First, you have to go through the automated help, which doesn't understand what you want. If you say Tech Help, they reboot your TV whether you need it or not. Then, you have the chance to say that it didn't work and need help. So, they transfer you.... and no one ever picks up. You are just on hold forever.

Internet has been sporadic for months. As of 5pm yesterday it's been completely down - was on hold for 2 hours last night - never got a person on the phone. As of 6am this morning, TV is out. I called and finally got a person. I will miss at least my pay today as I am unable to work from home during a pandemic. Their customer service is terrible to say the least. For what we pay for this service it's disgusting. They are sending a tech on Saturday, if they find it's not their fault I pay $80 - 4 other apartments in my building are having the same exact issue. STAY AWAY - get Fios or Spectrum.

Here we go with another bloodsucking company. I asked my cable company if they have any programs or any relief for Frontline workers. They said no. America please remember this. So many companies have given relief to Frontline workers and unemployed people and me as a disabled person but this company I only have one word for them: get your knee off my neck!!!

I have struggled with loss of internet and TV now for several months. I have called repeatedly for technical support with long waiting times (up to 2 1/2-3 hrs) and, when finally speaking with a technical "expert", given incorrect advice like "you need a new router, you need a new modem, and you need a new TV cable box." Finally, I placed my 4th call early one morning and got professional advice and a technician was dispatched who untangled the wired from trees. Technical support and prompt action to address outage does not exist. I will be first in line when another internet provider is available in my area.

I called Optimum when my cable box died yesterday. They answered (after 40 minutes) and promised a technician would come this afternoon. They said I'd get a call confirming the appointment this morning. No call, and no show. I tried to reach them but was put on hold forever. I finally called Sales (unsurprisingly, they answered right away). They checked and told me that no appt was scheduled for me. They transferred me to tech support, where I was again put on hold forever. When they finally answered they said no one was available for 3 days and made a new appointment for me. Maybe they'll show up, maybe not. I had the exact same experience when my internet went out 6 months ago. Optimum makes promises they don't keep and thinks nothing of wasting their customers' time. I have never encountered customer service this bad anywhere, ever. They're a disgrace.

Horrendously unreliable wifi and TV connection. Service always goes out and takes days to restore. Can't watch services like Netflix either as a result. Takes hours of holding to speak to anyone and they're clearly answering the phone from somewhere outside of the U.S. They can barely speak or understand English and talk in scripted statements. They do nothing to resolve the issues. I asked 12x to talk to a supervisor and was told none was available for 24/48hrs. When I finally did speak to one, he also didn't resolve anything but his information contradicted everything the previous representative told me. Triple play Robbery.

I called, multiple times and got different information and transferred to many other departments. I called to order Apple TV. They said I should receive it in 3-5 days. 10 days later no Apple TV. Called back. Got hung up on twice. When finally got through 5 hours latter they say you have to go to the store. So now I have to go to Brooklyn if I want Apple TV. Why was I not told this from the beginning. Oh yah, they are incompetent idiots!!! And Verizon the only other choice is just as bad.

Repeated customer service issues over 20 years. This company dominates the market and cuts all costs at the expense of the consumer. I can never reach a live customer service person with always the same recording for years, 'due to unusually high call volume', one can be placed on hold for over an hour and sometimes multiple hours.

I cannot believe that this company charges me more than $311/mo for their product and they provide NO service. It is an embarrassment. Whomever is running this company should be thrown out. They do not answer the phone promptly. They do not take care of the problem in a timely manner. They are not empathetic to the problems. They do not care. Period.

After 6 mos' efforts for disputing a speed issue related account balance through FCC, recently I received a full reversal of my past due account balance (zero) from the company.

Customer support, especially following the death of a relative, is non-existent. I spent 3 hours on the phone trying to properly terminate my sisters account. She passed away on 4/6/20 and is being charged for two months service after she passed away. The equipment has been returned and the service disconnected and yet, Optimum insists that she pay her April and May "past due" bills.

They just shut my cable off during a pandemic due to late payment. Every other company has been very understanding and promising to keep service active during this crisis. Optimum wants everyone to know “we are not in this together!”

Optimum is the worst service to have, nobody understands English nor do they comprehend basic instructions. My entire account was messed up based on incompetence and mishandling. My building only allows this service, but I’d rather watch tv on my phone!

For the past several months, since everyone is now working from home, I have had NUMEROUS problems with my internet service. It would up and down all day, everyday, but the last two weeks it was practically non-existent. Approximately three weeks ago I called the company to tell them that I was having issues, and they had to send a service rep out to my apartment to look at it. The service rep told me that one of the connections in the box outside was corroded and he had to clean fix it. He also explained to me that because many people were now working from home, my service was no doubt being throttled. He admitted to me that I would be better off trying to upgrade to a faster service. I lost my job because of Covid-19 so upgrading at this time is not even possible. After he left, the problem with my service was even worse.

I've been an Optimum customer for more than 10 years and this is the worst they've ever been. I can somewhat understand the increasing prices, but the bad customer service is just unbearable. whether you're trying to chat, or call you will wait and wait until they simply disconnect you. Each time you call back you go further and further on the waiting. If you're fortunate enough, to get someone once you ask a question they not ready to answer or address you mysteriously get disconnected. They also cancel your appointments without any notice. It's really sad that a company that was so good has declined that bad. Definitely considering dropping cable altogether.

Internet service not reliable, even before COVID-19. Customer service horrible. Can't get through via phone or chat. Extended waiting time. Even when escalating via Better Business Bureau or Consumer Protection Agency, Optimum does not resolve issues and only defend themselves and insist speaking on the phone instead of responding via email. Seems they are not comfortable about putting anything in writing. If you have a choice, do not use Optimum. This is the worst service provider I ever had. I read recent poor reviews here and can attest those bad reviews are consistent with my own experience.

I pay $113/month for Optimum Internet. It never works. I cannot contact customer service to discuss the issue because their voicemail lasts 10 minutes before being placed on eternal hold. Staying on hold for 35 minutes is completely unacceptable -- even with COVID-19. Shame on you for ignoring your customers who pay you great money. If I treated my customers this way, I would be out of business.

Several phone calls about a charge on our bill. Left message each time. Never got a return phone call. This is unacceptable service. It is no service at all. I also tried leaving a message online. No response there either. The phone message was I’d get a call back in “more than 45 minutes.” That was about 8 hours ago.

All other negative reviews - same here plus more. These reps are trained to be belligerent, intimidating and not helpful. Anyone using this service is held hostage as there are no other internet providers available in our area. I have a business account for internet only, paying $120 for 200 mbps... That speed is not even offered to residential customers! There are published rates for less. The speed test runs at 105mbps.

I moved to Nassau County in mid 2018 and had to give up DirecTV because the Village of Floral Park has rules up the kazoo, and satellite dishes are forbidden, as is overnight parking in front of your house. Totally absurd!!! Anyway, I signed up with Optimum and they installed their Altice 1 system on my 3 Smart TVs. Within the first week I had to get a technician come to the house. That was the first of dozens of tech problems and several more service calls to the house. Altice 1 is garbage, totally unreliable.

I have had the misfortune of having to purchase my t.v., internet and phone service from Optimum for 2 years due to the lack of competition in my community. I have found them to be deceitful, greedy and customer service challenged. They seem to have perfected the art of "Bait and Switch". I am currently investigating various streaming providers so I can replace Optimum, hopefully 5G will be available in the foreseeable future.

In order to get customer service, you need to wait on hold on the phone. The last three times I needed to reach them, I have had to wait 45+ minutes to get in contact with someone.

How is it we are all having internet issues now and they say that they must come to you for a service call in your home or charge you to upgrade equipment? Selfish greedy company in this pandemic!!! Charges a service sport charge for non sport customers!!!! Be it internet or cable they gouge you. Let the Dept of Cable know! I have been a customer for so many years. I can't remember how long UA Columbia, I think from the seventies. Numerous name changes as Customer Service changes have I seen and experienced with this family company, now sold & owned overseas Especially since sold by the family who also took them to court in violation of terms set in the sale of this business i.e not to fire people who were to have jobs after the sale.

I was having problems with my Internet service so I decided to call Optimum’s customer service line. I immediately got on the phone with an automated speaker to follow directions as I needed help Specifically with Wi-Fi services. When I got to the point where I had to wait for a representative, I was told that I was to get called back, more than 45 minutes later. Then I didn’t know that it would be four hours later that I would be able to speak to a representative. Once I finally got that call back four hours later, I hurt so much background noise and talking that I couldn’t hear the actual representative likewise the representative couldn’t hear me. Then all of a sudden the phone clicked and ended our phone call without me even getting to explain my problem to them. So I recalled and waited an additional 4 hours for the next call back from a representative.

Let me start by saying I've used a competitor ISP and throughout the years, I never had major problems. However, since moving to the center of Brooklyn along the Midwood area, I opted for Optimum just by choice (since I never used them). My Optimum service has disconnected more times in two weeks than my competitor ISP disconnected in 10 years. I've had issues with Optimum pre-COVID-19 quarantine and during (right now).

Been an Optimum now Altice customer over a decade and this service is the worst I've ever seen in my life. Was bad during hurricane Sandy but now it's impossible and it's fake as they have high demand from people being home more but like a good business who would increase the amount of people working they don't. They hide in their looping phone system that either tells you how busy they are ALL the time and hangs up or puts you into menus you can't get live help on. THEIR GOAL IS TO BE CHEAP AND HAVE NO LIVE HELP or poor help who have no idea what they are doing. The goal is to have you hang up. They never ask for feedback on how they are doing. I wonder why?

How Optimum punishes society in the Covid pandemic time. I pay only for Internet access, no phones, no TV. Raising monthly price without reason shows what kind of evil company you are dealing with. Instead to increase Internet speed for same money they increased monthly fee for same service. In the time of Covid pandemic when people have less incomes this is bad, bad, bad....

For days we have been losing the internet 3-4 times a day! The landline has been dead for a day and a half, and I expect much longer. The automated system is infuriating. You are lucky to get anyone on the phone after a recorded message says the wait will be at least 45 min! I purposely called the sales dept out of desperation and because they answer fast, they want to make money, and he tried to sell me 2 two products, one of which was for tech support!!! I gave up and tried the chat feature on the website.

This is the worst service I have ever come across, and I actually work in the ratings & reviews industry. I would never recommend this company to my worst enemy. They make it impossible to cancel, and will not allow me to get in touch with an actual person. AND the automated system is absolutely terrible, it only has a few options and none of them address faulty service or canceling the service. I am incredibly dissatisfied and wish I could get people fired here for their terrible service.

When my internet recent went down for no reason, I could not get a live person on the phone. I waited 2-3 hours for someone to call me back and then that person did not seem to know what was going on and said there was an outage and the engineers were working on it. Two days later with my internet still not working, I finally got someone on Optimum chat who said it could be a router problem, but since it was my router that I paid for, if Optimum came and discovered it was my router issue they would charge me $80 to "fix" it. It was at that point in the chat that my temporary connection with the internet through which I was chatting with the Optimum person went out also.

We had the service for three years and are currently disconnecting it. The prices kept going up while the service options kept going down. We have had poor Internet service and interrupted TV service. Almost impossible to get to speak to a human being who actually cares. Worst service ever for Triple Play!

We have been customers of Optimum for over twenty years and never have had problems as such of recent. My husband contacted them because my internet/cable bill keeps increasing without additional services provided. He agreed to discontinue our TV service without my permission so I called back to speak with customer service to see if we could resume our TV service at the previous price that we were quoted. The customer service representative was so rude that I asked him to get his superior to speak with me. He said that I could not, as it is their policy not to allow for that. I asked for his employee number so I could call back to report him, but he refused. He only told me that his name was Steven M. (I questioned if that was even the truth).

This company is the absolute worst internet company second only to Sprint. I have absolutely no idea what I'm paying for. Kicked off constantly, internet constantly shuts off, They are the absolute worst. If you have ANY OTHER OPTIONS, take it!!!! An absolute ripoff!!!

DO NOT. Even, if like me, you only have 1 other option. Even if that option is Verizon with no FIOS, even if the service is a 10th of the internet strength, stay away from Optimum!! They will say anything to get you in the door and, as others said, get you paying for things you don't need. You get a great price for a year & then your bill doubles. When you call they give you story after story. They give you made up names & made up ID#s. One call contradicts the next. You're disconnected for no reason.

I had sudden monthly bill increase - had to wait for more than 2 hours to somebody answer, connection quality was very bad; support rep read the script (apparently promotion has ended) and finally abruptly disconnected. Researching if possible to switch provider - not easy as well especially if your residence is condominium.

Everything about Optimum is set up intentionally to make you pay for things you do not need. Do not believe a single thing they tell you in their sales pitch. The internet service is not that good either but the way their policies are set up is to make you pay for things you have not used. Try disconnecting a day after your billing cycle starts to pay for the whole cycle. Talk to customer service people who seem to have been trained to say whatever it takes to give you the impression that you are going to be charged less or get a better services. Lies, lies, lies, that is all you get out of this company. If it were possible to give them a negative number of stars I would have given them that.

They interrupted my services for everyone in my house where I live, to do updates... Without advising anyone and they do not answer their phone..This is a critical time for America, we all need to stay informed.

Optimum should change their Customer Service Dept name to "WE HAVE NO CUSTOMER SERVICE". This is the worst customer no service department I have ever tried to deal with. I say try because you can never get through to them. Every time I call, I get the same answering machine, it asks the same questions and you get the same results, you wait for hours and then hang up. Even the chat doesn't work right. You go around and around and you get nowhere. The bottom line is if there was another options for WIFI I would drop them in an instant. If you have any other choice in your area, take it. Optimum is the worst and they are very expensive. I get to pay almost $300 a month for this lack of customer service.

Please if you have another option of internet use it. This has the worst customer service, I am on hold every time for a minimum of 2 hours. The longest I was on hold was for 5 hours. After being on hold for this long they never complete what actions of what is requested. My internet was out over 10 times in 2 months. There are constant outages and it's more expensive than Verizon. Customer service refuses to send an email with a confirmation number. I have had 2 representatives that have flat out yelled at me when I voiced these concerns and they do not have any supervisors you can speak to EVER. THE WORST INTERNET SERVICE.