Optimum Online
Is This Your Business?1.6
3.7
Overall Score
This company may not service all states.
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LAST UPDATED: May 24th, 2023
Optimum Online offers download speeds up to 300 Mbps and no data caps. Optimum Online also does not require contracts.
Along with the variety of services, Optimum Online promises their customers a high level of customer service with any need they might have. With no contract necessary and a money-back guarantee, there is no risk for customers to try Optimum Online.
Optimum Online is a part of the Cablevision family, which was founded in 1973 as a provider for cable TV. These many years of experience have helped them to create a service base that covers most of their customers' needs including TV, phone, and internet. Optimum Online's customers include over a million people within the metropolitan New York area and regions of New Jersey and Connecticut.
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The Good
- Quick Upload Speeds
- Competitive Pricing
- The "Smart Router"
Quick Upload Speeds
Optimum Online offers incredibly quick upload speeds; its top package provides an upload speed of 35 Mbps, which is one of the fastest upload speeds in the industry. This is a nice feature for customers who upload significant amounts of content to the internet.
Competitive Pricing
Optimum Online's internet plans are competitively priced compared to top service providers in the industry. They also offer bundling deals for customers who want to bundle their internet plan with their cable TV or phone plans. Here's a breakdown of what they have to offer for internet:
- Altice Advantage Internet — $14.99 per month, 30 Mbps (eligibility requirements)
- Optimum 10 — $24.95 per month, 10 Mbps
- Optimum 20 — $29.99 per month, 20 Mbps
- Optimum Online — $64.95 per month, 100 Mbps
- Optimum 200 — +$20 per month, 200 Mbps
- Optimum 300 — +$55 per month, 300 Mbps
- Optimum 400 — +$55 per month, 400 Mbps
Customers can also rent a modem for $10 per month. If you lease a modem on an Optimum Online plan, you can get the Smart Router for free.
The "Smart Router"
Instead of a regular old run-of-the-mill router, Optimum Online offers its customers a "Smart Router." The Smart Router is quick and easy to set up and offers top-of-the-line security. Additionally, the Smart Router will automatically update itself to ensure that it is always running the latest technology. If customers run into any issues with their Smart Router, they can call Optimum Online's 24/7 helpline and speak to a trained technician.
The Bad
- No Plan Smaller than 200 Mbps
- Additional Fees
- Lack of Transparency
No Plan Smaller than 200 Mbps
While this may be a benefit to avid internet users, Optimum Online offers a 200 mbps download speed as its lowest plan. For customers who don't use several devices at once, Optimum doesn't offer afforable options with lower upload and download speeds. Optimum Online could improve by expanding their plan options.
Additional Fees
Optimum Online charges installation and early termination fees, which are not uncommon for internet service providers. However, this means the base monthly price isn't an accurate representation of the total cost to the consumer. Here are a breakdown of the fees:
- Standard installation fee — $99
- Premium installation fee — $149.99
- Restore service fee — $10 for 2 or less products, $15 for 3
- Modem rental fee — $10 per month
- Network enhance fee — $3.50
Lack of Transparency
It is unclear which states are currently serviced by Optimum Online. Without this information it is difficult for customers who are seeking an internet provider. They may decide that Optimum would be a great service provider but find out at the last moment that their area is not within Optimum's service range.
The Bottom Line
When it comes down to it, Optimum Online offers quick upload speeds and a helpful Smart Router. However, the company is not transparent and its packages are relatively expensive. Customers who live in the company's service area and are interested in fast speeds may be interested in Optimum Online, while price-conscious customers may have better luck with another provider.
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CLAIRE KAZLMAN Princeton, WV
I had switched my cable, internet, and mobile provider to Optimum about nine months ago. They are a great value for a great price. I'm paying half of what I paid with my previous provider/carrier and for the same service. I use their high-speed internet and I have no complaints. It is definitely high speed and makes my job easy. I will not be switching my provider/carrier because the service is perfect for doing my job which is very important. They have great customer service too. They answer the phone and make sure to solve your problem before they hang up.
2 months ago
Ben Houston, TX
Wish i could give this zero stars nothing but a terrible experience please stay away have probably been on the phone for a total of 15 hours in the last two weeks had one technician come out and another was supposed to come but never came wasting about twenty hours in total of my time with no internet to show for it. Its cheap for a reason
1 week ago
Teri Paulino Pittsburgh, PA
If I could I would give it No stars. Our cable or internet goes out with every storm and also Every Sunday, for the last month atleast. You have to reboot the modem at least once a week. It is still Suddenlink folks! The only thing that changed was the name. Pay more for LESS company!
1 week ago
XShadow Elizabeth, NJ
If i could give a negative star number i would. We were paying 120 dolars for a deal that they offered but wich they did not even gave to us, they offered Netflix included yet we had to pay it because optimum was not going to provide it, after some time we wanted to cancel and they offered to leave the service at 75 for only for a basic tv service that we were not using only because they were saying that we cannot cancel that one without canceling the 300 mb internet from wich we maybe got 100mb really slow. Time after from the 75 it rised to 115 and we complained and they lowered again to put it up in no time. They trick you into thinking that they are ofering you the best price and when we wanted to cancel it they offered me 300 mb internet only for 30 dolars i imagine to in less than 1 month they rised up to 125 dolars again. If you call 1 day after the date for your payment cicle they make you pay 1 full month to be able to cancel. If you want a good service look somewhere else.
1 month ago
Growing Seed Tyler, TX
I placed a cancellation for our business service for 4-27, Optimum canceled the service on 4-21. We have been without stable internet for 4 weeks. They have sent 3 techs. The last tech left saying the system was up and stable. The cause was a loose connection on the roof. However, 2 minutes later the system is down. Optimum customer service said that our modem was out dated. We called the tech back who confirmed, "Yeah, I sort of figured it was the modem." Now, we have internet with another provider (ATT), but are unable to port our business number over because Optimum is refusing to activate the line even though they have been telling me since Monday that they placed the order for our line to be reactivated. A loss of another 3 days along with the losses associated with their failed internet service.
1 month ago
MARIANO ALBARRACIN Basking Ridge, NJ
In my opinion, the Optimum internet service is extremely unreliable and constantly experiences outages. Every time there is a storm, the internet goes out and takes days to come back online. The speed is also consistently slow and inconsistent, making it impossible to stream movies or work from home efficiently.
The customer service experience is also disappointing. Whenever I try to contact customer service for help, I'm put on hold for long periods of time and have to go through several automated menus before being connected to an actual representative. And even then, they don't seem to be very knowledgeable about how to fix the problems I'm having.
Overall, I would not recommend Optimum home internet service to anyone. It's simply not worth the hassle and frustration of dealing with constant outages, slow speeds, and unhelpful customer service. I'm currently looking into alternative internet service providers and would encourage others to do the same.
1 month ago Edited May 1, 2023
Loredana Speranza Lodi, NJ
Last month I found out that my cost went up, I called Optimum and the representative Marwan was very nice, professional and fast to re-establish my former plan and rate.
It was a really good experience and I am very happy with this cable tv and internet.
3 months ago
mike Leon
I had to cancel my internet and TV subscription two days into the billing cycle, and I was charged for the whole month, $210. I was not informed of such a policy when I turned in the equipment.
It's just another form of a greedy corporate ripoff instead of customer service.
People beware!
3 weeks ago
Holly Kansas City, MO
I called to cancel my service with Optimum because we are moving out of the area. I spoke with 6 different representative; Chris, Annie, Minda, Carlos, Michael, Daniel, & Marlin. Nobody could seem to help me get my service stopped. I spend 1 1/2 hours on the phone to finally talk to a manager - Marlin - to move forward with stopping this service. Prior to speaking with Marlin, I had to ask many times to talk to a manager before I was transferred. Poor Poor Poor customer service. Because of this experience I never want to use Optimum again.
1 month ago
Roni Pandi Buford, GA
"OPTIMUM INTERNET COMPANY" I have been a customer since 2014. I called the in beginning of January 2023 to ask cancel my TV services to lower the bill. The agent offered me a promotion to keep a same package (internet and TV) with faster internet 300mbps (before 100mbps). He insisted me to take this deal because a better price and service for 1 year. I believed him, and took the deal. I have been telling him that I don't need TV(Cable Boxes) because I have online Streaming. But again, he insisted me to be qualify for the promotion and lower bill. Finally, I believe him, and take the deal a new promotion.
3 months just passed by. I never check the bill because automatic payment. Until recently, I check my email, and I was shock. "I PAID DOUBLE" from the previous bill.
I called the billing department, and asked the bill. They told me, there wasn't promotion on January. They accused me because I choose 300 mbps will be more expensive than 100 mbps. They told me, there not on their note about promotion and concerning about taking out of TV service to lower the bill. "THEY JUST LIED" The put me on the phone for 1 hour 40 minutes to solve my concern. I asked them to credit back my over extra charge that I didn't agreed with the price. They can't fix it because it was not in their note. I asked them to find how the person on the phone that offer me a deal, they couldn't find it.
Please, think twice if you want to have they service as the internet provider. They customer service terrible, the sales person a lier. It is a hard lesson for me.
2 months ago
Elliot R. Ortiz Monroe, NY
Please beware of Optimum, (parent company Altice USA) and their false and misleading information through all their channels. I subscribed to their Internet/Cable services on February 2020 and for the better part of three years had no problems. On December 2022, I called to upgrade my internet speed to 1GB and expressed that I wanted my premium cable services to remain the same. In three days a Technician was sent to my home with what I understood was an upgraded router and performed the installation. Once everything was installed I realized that my cable services were not working, more than half my channels were not available. For more than a month leading into January, numerous phone calls to customer services and their Tech department, caught on back and fort between both departments pointing fingers at each other with no resolution. Frustrated, I decided to cancel the cable services and as a necessity kept the internet service in the meantime, until I could find a new provider. During this cancelation I was offered a $400 credit, which I thought was fair, why should I have to pay for services Optimum did not provide for more than a month. Fast forward to March 2023, they never applied the credit to my account and when I reached their customer service department several days ago, no one knows what happened to my credit, even though calls are monitor and recorded, all they can offer was an apology. I later came to find out that no other provider can give me services in my area (Monroe, NY/Orange County), so I am at the mercy of this company, but you don't have to be. Avoid this company and their poor customer service, even if you have to pay a few more dollars to a different provider is not worth. I filed a complaint against Altice One with the Better Business Bureau a week ago and Altice has not responded, in fact, I received a Fed-Ex email with a return label for their router instead. (almost in mocking fashion) I did not request a return label nor did I have any communication indicating any returns, but quite frankly I am not surprised after being familiar with the way this company and their personnel handles their customers. I have collected 468 signatures to take to the town of Monroe to begin the process of allowing other providers to offer services in my area. STAY AWAY!
2 months ago
Sean Beck Roanoke, TX
If I could give zero stars, I would…. I signed up for optimum thinking it would be a better alternative to brightlink and it was far from that. Internet outages for multiple days multiple times per month with a customer service line that has not interest in helping resolve the issue. Optimum finally offered to send a technician out to resolve the issue for what they said would be free of charge only to find out that I had been billed an additional $60 for them fixing a service I was already paying for and they were consistently failing to provide. Cherry on top was the $200 promotional gift card they offered that was never actually or factually received. Do yourself a favor and avoid this terrible internet option at all costs. No professional etiquette or business acumen whatsoever.
2 months ago
P Lawrence Chino, CA
I drove 4 hours to my vacation home to meet their technician....... the technician never bothered to show up, no call, no updates - NOTHING, so you can imagine how LIVID i am at this point! Absolute most disappointing, unprofessional, and absurd telecommunications company i have EVER encountered! From the ridiculous tech support line that forces you to sit through 15 minutes of "how to restart your router" before you can speak to a support person, to the apathetic persons working in their stores, to the field service technicians who do not bother to show up to their scheduled appointments - i cannot believe that this company has ANY customers! The only way to actually talk to a live person is to use the "Cancel Service" option on their phone system . Of course, this person will tell you all kinds of platitudes and make commitments they have no intention of fulfilling - how pathetic! After dealing with their crap for a month, i cancelled their service yesterday along with at least 4 other persons ahead of me in line at their store - and first thing this a.m. they are calling! For what? !? Do they think i'll change my mind??? Good riddance!
2 months ago
Mean Gene Bloomfield, NJ
I had canceled my optimum last year after 20+ years because they could not fix my internet after a long drawn out period of time. They didnt seem to even care when i finally called to cancel. I went with Tmobile 5g home internet and it was working great. I got a call from optimum about a month ago because they now had fiber internet and they offered a good deal. Made an appointment with them a week in advance and took a day off of work to be there between 11am and 2pm. I received a call from optimum around 12ish saying that the tech was outside my home and that i wasnt there. I looked out my office window in my home and told the person that there was no one there, she said she would call the tech. Another hour goes by I call optimum she says oh im the next in queue. Another hour goes by I call optimum again he says oh theres a note from the tech saying you werent home. Several calls later getting the run around between sales and customer service through to the next day they call back and say we have to reschedule because there was a problem porting my old home phone number. Imagine how I felt knowing that these idiots lied to me saying the tech was there when he clearly wasnt instead of just saying there was a problem. I rescheduled and talked with my wife, we decided to cancel and stick with tmobile and save over $140 and the headaches of dealing with this horrible company.
2 months ago
Bryan Miles Little Elm, TX
Promising a gift card that never came!! I called 6 times over 5 months! All ways empty promises!! Customer service is HORRIBLE!!!!!! Wasted hours on the phone being transferred!!!!!! Could not get a supervisor!!! Horrible company! Had similar problems when they were spectrum, same old crap just a different name!
1 month ago
Timothy Kachur Sparta, NJ
Their cable was sagging 5 feet off the ground leading to my house and they would not fix it. Service department can only be contacted thru online chat. They are the only service in my area without switching to a phone line plan.
2 months ago
DJL Norwood, NJ
STAY AWAY from Optimum! Optimum is scamming members of ACP (Affordable Connectivity Program) and the plan itself. Have been ACP approved since November 2022 and Optimum refuses to send payment -- then charges Late Payment fee. Meanwhile my phone plan, with another provider, was approved at same time in November and has been paying since.
2 months ago
Review Source
Molly Fowler Chalmette, LA
Meh. The choices are limited. The quality is fine. I’ve experienced worse so I won’t go hard on them. But I found getting service to be a bit of a conundrum.
1 month ago
L H Houston, TX
Very disappointed. Optimum used to be "okay" but they've gone down hill!
My husband set up for our services to be transferred to our new house. He was told but the customer service representative that our activation at our new house would be 2/4 and our cut off at our current house would be 2/8. Well last night suddenly we have zero service. We both had hell trying to get logged in as our information kept being kicked back (but was correct) then he requested to speak to someone via chat 10 minutes before I did, but I got someone before he did. That person "Billie" informed me that our account was disconnected and they couldn't reconnect it or see any details as to why. They gave me a phone number to call to gave it reconnected. I called, FINALLY got a human "Mohammed" and explained the situation, to be told it wasn't his department and he would transfer me to the right one. He did and they were closed. The automated phone system didn't even give the option to speak with the previous person/department. They just hang up on you.
A good 20 minutes goes by and my husband is now connected to someone via the chat he's been waiting on and is told they disconnected us because it was the end of our billing cycle... When he asked why because no other service had done this, nor were we informed this would happen with the rep said it wouldn't be disconnected until 2/8. He was told that's just how they do it and they can't/won't reconnect it and oh, now they aren't connecting it at the new home until 2/6.
Zero apologies, zero care that they've not only inconvenienced us with whole thing but have also caused us to have to use our data on our phone plans, especially to help entertain our small child while trying to pack and move her toys.
I'm looking into other services that actually stick to their word.
4 months ago
Martin G. New York, NY
In my own home I’ve been with them for 11 years, 25 if you count when I set up an account for my parents when I live at home. Every time I lose quality of service whether it be tv or internet all they ever do is tell you to reboot the equipment, hey genius I do that every single time before reaching out to you. Then they say I have to make an appointment with a tech, but will charge you $80 if it’s a problem in the home or with the equipment that they are charging you for already monthly. Well now my service has been down for 3 1/2 days and here I am in this cycle with there lousy customer service and I’m refusing, the problem is external and they want to go through the same stupid process every time. Screw you, your jacked up prices, and your lack of customer service. I ordered Verizon, they are coming in 11 days, and you can take all your equipment and $300 bills and shove it.
5 months ago
Ryan Till Houston, TX
Dis-Service Provider - I would say that Optimum is the worst subscription/service I have ever experienced but that would be unfair to the other products/companies I have been a customer of. It is unreasonable in mind to compare those companies to Optimum which belongs in category all of its own, a category that consists of a nightmare of an experience that is less of a service or subscription and could be more equated to false advertisement or fraud. The amount of time I have wasted on this company feels like I have been tricked, scammed and I am fool. Optimum is purely and solely a poor experience in every aspect.
I will speak to my experience with 1 GIG Internet Plan via coaxial DOCSIS 3.1 modem. I have built hundreds of custom PCs, I am familiar with networking and the according devices. The equipment they provided never reached 1/3 of that advertised 1 GB speed which is basically a speed they and the customer agree to by purchasing that plan. Therefore, I purchased a new modem, new router, and new ethernet cables (approx. $500). After my upgrades I did reach 800-900 megabytes per second which is honestly ideal for that plan and set up; however, it only lasted 12 hours, all 3 occasions.
Paying for internet from Optimum means that you have slow speeds, intermittent connections and no connection at all 90% of the billing period. It means you call support, they will answer, they will have very little knowledge of TCP/IP, networking devices and networking in general, and the employees will offer you different excuses/explanations every time with conflicting information to the last employee you spoke with. It is as if they are trained with only a script or guideline as to how to pander to their unsatisfied and poorly provided for customers.
I have used my cell phone data/hot spot more inside of my home than anywhere else since using Optimum, as I currently am right now in order to write this review.
Getting an installation, calling support, and dealing with Optimum at all is an utter waste of time.
Optimum fails at being an ISP and the best service it could provide would be to leave and remove themselves from the areas in which they know they cannot provide even an adequate, decent, or average internet connection, so that a better company can come in and provide proper service.
We that live in this residence often work from our computers at home and so aside from being an inconvenience to media consumption and enjoying internet, Optimum has been a massive disturbance to our jobs. Fortunately as of the past couple months a competitor has become available for internet service in our area and I have already scheduled an installation. I would advise anyone else using Optimum to do the same. For anyone considering Optimum for an Internet Service Provider, I highly advise seeking out alternative, even if your considering Optimum due to a lower price offered by Optimum, it will not be worth it as you will just be paying for almost no service at all.
I would give negative stars if it were possible.
Service Plan - 1 GB (never)
Speed Peak - 900 mb/s (rare)
Speed Average -170 mb/s (mostly)
Speed low - Sub 20 mb/s (way too often)
5 months ago
Agnes Sullivan Georgetown, TX
Worst internet service available, the customer service or whatever you want to call it lol is absolutely horrid. I spent over an hour on the phone today to cancel my service. They stole over $75 from me since June 2022. I called before June and told them I didn't want to continue my HBO after my free add on was ending. The rep told me he did it but he most certainly did NOT. They won't send you any kind of confirmation that this was done either I have asked. Just suppose to trust them and take their word for it. Then I notice in November that they are still charging me for the HBO so $14.99 extra month since June 2022. I called in November and told them this and the man was rude and told me he had NO NOTES THAT I CANCELED THIS. If your company sent some sort of confirmation that would help along with your recorded calls you say you do but you can't go back and see that I was told HBO was taken off after my free trial? Yeah right.... Then today I had to explain myself to 3 different ppl why I wanted to cancel and then have them pitch deals to get me to stay. When I called in Nov and pointed out that HBO was never taken off, the rude rep at that time told me he'd apply a $15 credit to my month of Dec. I'm sure you know where this is going.... it was never applied. He also said he'd submit a ticket to ask about crediting my account for the June-Nov $14.99 they were wrongfully charging me too. Well the Rep a couple weeks ago told me there was not ticket submitted and no notes of my call to them at all.... I'm sure there isn't cause this company is clearly fraudulent. I cancelled my service today fingers crossed that they actually did that. Stay away from these people!
5 months ago
Jennifer Minneapolis, MN
I've been without internet since last Thursday. My internet would drop up to 6x a day. They installed a new modem an then it didn't work so they installed another which also didn't work but left saying it would take a couple hours to reset an to call if it didn't. Waited 5 hours called back cause it still wasn't working, was told they would be out to fix Friday. Friday I called at 3:30 to find out NOPE I would be without internet til Monday. I waited Come Monday I called at 3 to be told they came by an called but left, which was a lie, my son was home all day an I never received a phone call, which I asked the customer service lady if they would of left a message an she ensured me they should of. They are suppose to come today between 9-5 an when I called to confirm I was told anywhere between 10 to 8 p.m. I will say the ppl have been trying to help but all in all the service has been horrible...
5 months ago
LC New York, NY
Truly the worst internet service available. I have been a customer of Verizon Fios in the past with 100 upload speed, never had a problem with 2 streaming tv's, two ipads, two phones, and a computer all using. I moved to a town where only Optimum was available... creating a monopoly for themselves. I had no choice but to use it - got a package for 300 speed. This was truly the worst internet Ive signed up for. The disruptions and constant losing of internet made it almost unusable. Every 10 minutes there would be a pause, or complete loss of connection. Sometimes I could make it an hour without a disruption. When it was lost, it would range from 30 seconds to a few minutes. It makes it tough to work from home too which I do some days of the week.
I've called and the first complaint they sent a tech out. He came and said everything is perfect, and nothing is wrong... then left without doing anything. The second time, they said they would send someone, then the day they were going to come, I got an email saying they are cancelling the tech. Ok.... interesting... I called again and was told they would monitor the speed on their end... so pretty much it was someone passing the buck to get off the phone. The next time I called - they said it must be the router and I can go to their store to replace it. I called again and they said they'll send another tech out. So if you are reading this, you'll notice a pattern, it's the apology tour, make an excuse to get off the phone, and hope someone else gets the next call.
No intention of doing anything, round and round you go with the phone carousel.
I called Verizon to beg them to come to my neighborhood, they said they have trucks out and are working on it in my area, but it could take months... I called a few other providers too, but they arent available here so until then I'm stuck with horrible internet where they will continue to bill you, not help you, and more importantly - not provide adequate service . I am happy to pay more to a provider that I don't have to spend time dealing with them pretending to try to fix it...
5 months ago
Premdas Mozumder New York, NY
The worst of all. Bill goes up without any notice. I got the service because of a promotion but then ended the promotion without letting me know and hiked the bill.
1 month ago
Lynn Denver, CO
The worst internet out there. We have lost our service 3 days in a row. We called customer service and they didn’t seem to concerned one way or the other. Perhaps we should all get together and file a class action lawsuit and see if we can get some results then.
3 months ago
John Page Truckee, CA
Would have to improve just to suck . Been a customer before they were even suddenlink. Now its optimum and they are advertising service for HALF of what a 15 year customer pays and they say its only for new customers?? One of these days there will be a viable alternative in Truckee CA and with the way they treat existing customers, I doubt they will have any left. I pay for 100 Mbps and get 40 on a good day. it will be one of the happiest days of my life when I can rid myself of this horrible company.
4 months ago
Bruce Lemken Park Ridge, NJ
your service is horrible. My speed goes to next to nothing the same exact time each evening. Service people tell me it is my router. Streaming services are nearly unwatchable during the same timeframe and my TV is connected directly to the modem. Nothing but lies to cover up their lack of bandwidth. Everyone should switch to Fios. All that increases is my bill. I deserve a refund for service either poorly or not provided.,
4 months ago
Holly Houston, TX
Buyer’s beware. Absolutely the worst internet company I have ever done business with. My internet connection doesn’t work much of the time. I wish I had done my homework on this company before I signed a 2 year contract. The issues I am experiencing with their lack of reliable internet connection are affecting my business and and as a result my livelihood. Also their customer support people are worthless. I had to speak with 7 different people and finally gave up with an 8th person since I was so frustrated. If I could rate this company with a negative number I would have.
5 months ago
Alex Carmel, IN
Overall had a terrible experience with Optimum. They are not transparent about charges, the connection goes out regularly-even with more expensive plans, and they do not work to resolve charges you shouldn’t have gotten. They also promised a $100 visa gift card when I set up services and it took 8 months and following up over 6 times to receive the gift card
5 months ago
Cabo Jim La Paz, BCS
Worse company I have ever dealt with. Customer service rep called me a liar…
I had to have my bank stop auto pay and then file a fraud claim to get my money back.
Do NOT use this company they WILL steal from you, you WILL spend hours on the phone with your credit card company filing fraud claims, you WILL win because they can not defend their position, but it will take hours of your time. They believe the average client will just give up!
SPREAD THE WORD, this company should be force out of business they are DISHONEST!!
5 months ago
ZeroZivan Kingwood, TX
Customer service is abysmal. Outages occur without any notice and when they do, they somehow expect the customer to contact THEM to resolve this (I asked a representative on their website about this and that was their response).
They almost never understand what I'm contacting them about, such as when I called to discuss the service I was given by a technician and their response was "Ok, I'll check to see when the appointment you have is scheduled." or when I called to ask about a bill that was supposed to be refunded, and they first said "I understand you're calling about a Technician Appointment", then when I clarified again, "You will need to contact a separate phone number for that"; I pointed out that I spoke to someone last week and they said they would process a refund for it then and there, and the new representative only said "I cannot do that right now."
They will also lie about what they are doing/able to do; I was promised that I had a technician appointment confirmed a few weeks ago and took the day off, and when the time came and went with no technician arriving, I called the company and was told that I had no appointment. As previously stated, I was promised a refund for the technician discovering that another service worker had tampered with my wiring, and was told this morning after receiving my bill that there was no refund option and I would have to contact someone else.
They always use the same copy-and-paste responses - "Customer satisfaction is my number one goal. You may receive an email about my service today...", which tells me they are reading from a company-provided script. Customer service workers cannot help their customers, in which case they should not have been hired at all.
6 months ago
Laura Nichols
I did the online messaging. Worst experience of my life. I was clear, I wanted to know why my bill was $123 and my neighbors was $76 and another neighbor was $114. Her response was ok. If your neighbor has a problem with their bill they need to contact us. I repeated again. My issue was... My bill is large for only having internet. She again said ok. The entire conversation was ok, and have your neighbor call us, no explaination, no wanting to help. To add insult to injury our internet bas been out more then its worked in the last 3 to 4 months sense they took over for suddenlink. I thought it couldnt get any worse then suddenlink, but I was wrong. This has to be the worst company I have ever dealt with!!!!! I will be sure to contact the Utilities Commision while I am at it. I kept proof of the entore conversation .
6 months ago
Tim Brown Carrollton, TX
I have had zero coverage for over 2 weeks. No cable, internet or home phone. I have contacted them approximately 6 times and can get no one to come fix the problem. I'm fulfilling my part of the agreement by paying my bills. They are not fulfilling their part of the agreement by providing a service. I was told that aservice truck would come yesterday afternoon and that i had to be home for them to complete their repairs. I took off work to be home and called to verify that they were coming. No one showed or called. I have been a suddenlink/optimum customer for over 20 years and am disgusted with how i have been treated.
7 months ago
Nargiz M New York, NY
Optimum is the worst service! For some reasons my internet was disconnected so I made payment immediately including $4.99 reconnection fee they promise automatically reconnecting but it’s the 4th day after payment was done and still no Internet!
Customer service is horrible! They just transfer you from one department to another and no one can help you! I spent on the phone more than 3 hours, called them 5 times, still nothing!!!
And they took extra month payment without my permission! It’s ridiculous!
There’s no option in my area except Optimum, so I’ve been using their service for years and their wi-fi service is too weak and has bad connection! For YEARS!
7 months ago Edited October 20, 2022
Debbie Pomerantz Truckee, CA
Suddenlink was replaced by Optimum and thy said they have to install the TIVO and said needed the Altice app replacement called Optimum TV. Took over 15 days to come out to replace the TiVo as the altice app wasn’t working. Tech guy came out and replaced the box, not with a TiVo box but with a cable box which I didn’t order, no TiVo box??? Tech service now says my brand new Samsung tv is at fault for not being able to download the Optimum tv app. Which btw is in beta and doesn’t even work yet, they could have at least told me it was in Beta and hasn’t been rolled out yet, and not working or told me the truth, or just inform their staff what’s going on. But they had to give me the big runaround, hours on the phone, hours waiting for the cable guy to show up, hours with Samsung TV to figure out if that was their problem, basically, it came down to not having the app finished.
Called Samsung and they said it’s the cable companies fault. They rolled out the new cable service called Optimum without updating the Altice app.
I’m sooooo extremely disappointed with this company, if this wasn’t my only option in my area I would definitely not go with Optimum period. And they want to continue billing me for the full service, which is highway robbery.
Run don’t walk… away. I suggest picking another TV cable service. I am so disappointed. I spent hours and days trying to get this figured out. And then realizing it’s Optimum faults.
PS my neighbor asked me to set up her Optimum tv service with a online deal, with a decent monthly service charge, they didn’t even give her the free installation or online monthly service charge, after asking for the new costumer rate, they ignored my request. $60 so now she pays $200 for what??? Seriously!!!
7 months ago
Emily Teeples Idaho Falls, ID
I would give 0 stars if that was an option!
I canceled my service and turned in my equipment on Oct 4th when I moved out of state. I have the receipt showing $0 balance due. They are now tryin to charge me $89.99 for the entire month of October when I used the internet for 4 days. When I called to rectify the situation, they told me they only bill monthly and that I have to pay that ridiculous amount After askin to speak to a manager several time and bein placed on hold several times they told me one would have to call me back. When the "manager" finally called me back, he would not tell me his name and he told me that I "had no choice" and I "had to pay this amount" That if I didnt want to pay $89.99 for October, I should have cancelled on Sept 30th. I would from home, cancelling early was not an option and they will not work with you and demand outrageous amounts - Will NEVER do business with such a shady, crooked company again that charges you bogus and fraudulent charges
7 months ago
Tanya Galloway Garner, NC
TERRIBLE CUSTOMER SERVICE. We are selling my deceased parents home that had Suddenlink (which merged with Optimum). I didn't think any company could be worse than SL but Optimum has them beat. Called to cancel service as of closing date on home. I was told that I missed the bill cycle cutoff date by 1 day so I now have to pay for an entire month that no one is using service b/c they "don't prorate". They won't cancel service until the end of the billing cycle (29 more days). I called several weeks ago to ask how to cancel service so that when I was ready, I would know what to do. They never mentioned to make sure I called by a certain date or I would be charged for an entire month. Service rep xferred me to billing to discuss further. Billing told me same thing. When I asked to speak to someone who I could discuss this further with, she put me on hold to "work on it" and never came back to the phone. This is not a "Karen" situation. This is just wrong to charge a customer for an entire month of service they are not using.
8 months ago
Tessa Layne Eastman
I was having problems with my TV, it keep shutdown all the time. Mr. M took my call and assured me that everything will be okay, he’s friendly, knowledgeable and competent , my tv is working good now. Thank you Mr. M. Mrs.C. fron Brooklyn.
1 year ago
Alan Saddle Brook, NJ
I am still wondering why there is no zero star option because their customer services deserve no stars. I called for a technician because my wifi stopped working. They charged an $80 fee, which is more than my monthly wifi bill, for fixing an outside line problem. I called customer service and complained. They say that the problem came from the house, which is laughable because the technician was outside the house the whole time. I would understand the charges if I was responsible for the damages but no devices were broken. I asked to speak to their manager but they put me on hold for over half an hour. I don't recommend Optimum to anyone.
Edit: I called Optimum customer service again. Following an hour of speaking with the representative, I finally talked to the manager. After another long talk, the manager promised to deduct the $80 fee from my next monthly wifi bill. He also reminded me that if a technician were to be called again for service, I need to communicate with the technician on what he had fixed, so there would be no misunderstanding.
3 years ago
Rolando Marte The Bronx, NY
customer support very satisfied they sound that they want to help you ,and they do. When they say that are busy. You can hang up the phone promising that they are going to call you. Right now I like them very much.excellent customer service
5 years ago
Autumn Hughes Chicago, IL
Internet fails on every device in the home every 20 minutes. We constantly have to reconnect, and I mean CONSTANTLY. It is definitely the internet, as we previously had a different company and were rarely disconnected.. Maybe once every month at the most. Optimum internet disconnects on the phone, computer, and even the Xbox which is hard wired to the internet- EVERY 20 MINUTES! Very very poor service. Don't think that you can play a game like Fortnite and win, because you'll be number 2 and will suddenly disconnect whether the connection is wired or wireless. Dissatisfied with the service.
5 months ago
MATD
Run don't walk in another direction if you have a choice! This company has the worst service and their Customer Service is RIDICULOUS! I spent hours listening to these people telling me how they are going to fix my problem, on the phone and in person. Their own Tech Dept told me after trying everything that I was wasting my time because the area I live in, was based off of fiber optic ~ boy don't I wish they told me that years ago instead of them promising me that this latest fix will be the miracle.
What a horrible experience!!!!
6 months ago
David Quaid Union City, NJ
Optimum / Altice are an outdated ISP from the past century who cannot provide a decent cable or internet service. As an example, despite paying $177 a month for their news channel service and intetner, sometimes I only get 1MB down / 0.0MB up. Today they told me they only provide download services. When I first moved to this building (in NJ' gold coast beside Manhattan, NJ's most dense residential area and best served by companies like FIOS etc) we had 750 MB up. They are just a complete and utter joke.
7 months ago
Marthe Abraham South Amboy, NJ
Optimum is really Ub Optimum when it comes to customers care. A BIG FAT ZERO. I switched 2 weeks ago all major issues are unsolved. The only plus is that the computer /internet service has been great till now. Am totally disappointed with their customers services. Thumbs up for Verizon service.
8 months ago
G Houston, TX
SUB-OPTIMUM. Absolutely the worst internet service I’ve ever experienced. We used to have Suddenlink, but Optimum bought them out. Suddenlink was nowhere near the best, but outages never lasted more than a day. With subOptimum, we are in the midst of an outage that has lasted for over a WEEK with ZERO explanation why, nor an ETA when it will be fixed. We’ve already called another ISP to switch. NEVER, *EVER* use Optimum unless you have no other choice. And in that case, I’m sorry.
8 months ago
Review Source
Tina Peters Sweetwater, TX
the lack of service and professionalism with this company is absolutely ridiculous. they took the funds from my account for the installation and I booked time off of work to make sure I was there for the appointment. they cancelled the installation without notifying me. saying the weather was to hazardous for an install it was a clear and beautiful day the best weather we’ve had in a while. they didn’t communicate the cancellation to me and gave me a hard time when I requested a refund and pleaded that I leave a good review.
8 months ago
MY Woodmere, NY
My parents were users since the early 2000 until i got involved yesterday and learned that they were paying almost 4x what they should have been paying for years for services they don't have. I spent almost half a day trying to get them back paid and they kept passing us from one rep to the the other, and then finally a "manager". Still weren't able to figure out how these chargers increased and the best they offered was to drop my parents future bills to 19$ a month. my parents don't watch TV and somehow they were paying for cable even though there's no record of them signing up for it. I was so upset these are the kinds of stories you hear about seniors being taken advantage of and wonder how its ok and there's no one to hold responsible.
I had them switch to verizon fios at half the price.
10 months ago
Sonia McNeil New York, NY
I have been an optimum customer for years and I am disappointed with the people they send to my home. These men are untidily dressed, and don’t know what they’re doing. I had an issue with my cable box, and I called customer service, which by the way is the worst in the country. So I called and I spoke to an agent and told him what my issues were. He promised that they would send someone to fix my problem. I was home from 11am-8pm which was the window wait. I was afraid to even go to the corner store because I didn’t want to miss them. No body showed up, no body called. I call optimum again they gave me another appointment, I waited again, the young man came and told me that the problem was the box. He promised to get a new one, when he came back, he had a old refurbished box which when he hooked it up, it wouldn’t work. He told me he would be back the following day to change it, since he didn’t have a replacement in truck, he never called, he never showed up. I made another appointment. Technician came, told me I wasn’t connected to the internet. He have the adocity to tell me to call optimum, and explained what was going on because it’s difficult for him to get through. I called, optimum, gave me another appointment….meanwhile my work is due to be submitted to my boss ( I need the internet to work from home) and all I am getting each time is how sorry they are for the inconvenience . I will be thinking of suing for pain and suffering. I wish I could give them zero star because that’s what they’re worth
10 months ago
Ben L Brooklyn, NY
I have been a Optimum customer for 5+ years. Service is very disappointing. I was not able to change to another provider because my building only had Optimum.
The major red flag I have with this provider is that the internet is extremely unstable. Connection and speed always fluctuate, the longest period of consistency I had was 4 months.
To add fuel to the fire, every time I have contact Optimum support they reported no issue is found. I have followed their instructions on rebooting the modem, rebooting the router, even went as far as renting their modem instead of purchasing one myself. To this day, with Optimum's OWN modem, they still blame it on customer's hardware. But it is not hardware issue on myside, I let the situation play out for a day or two, then the service magically goes back to normal. This led me to believe it is not my hardware problem, but Optimum's problem. I have changed absolutely nothing, yet the service just resumed to normal...? After support have told me, "Connection looks good on our side, seems like a router/modem issue"? I have my own router, but it is running default settings since it was installed. Optimum kept pushing and pushing me to use their equipment, which have to be rented monthly, not free.
ON TOP OF THOSE, I have been with Optimum for 5+ years. ZERO honor for loyal customers, prices go up year after year. A new customer today will pay less than what I am paying for the same speed.
They quoted me $80 to have a technician sent out. If the problem is found to be my, I will have to pay up for it. At this point, I mind as well use the $80 to pay for setup fee of another provider. I am moving out soon, and the new place have plenty of providers to choose from. I have to say, Optimum provided the worst internet service experience I have ever had.
11 months ago
