Optimum Online Logo
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3.7

Overall Score

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LAST UPDATED: May 4th, 2024

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.

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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.

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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.

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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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1.2

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190 Reviews

Review Breakdown

5 grade

6%

4 grade

5%

3 grade

4%

2 grade

4%

1 grade

82%

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Brian True

Once again, your company has failed me. 2 yrs ago I had asked for two simple things, have my wife removed as primary and me put in place and have her business email removed. NEVER HAPPENED. No big surprise there. I called today to inform your company Optimum / Suddenlink, which I now kindly refer to them as Optimum-less and Sudden-crap, that my ex-wife’s email was comprised and that here clients were receiving phasing emails (I hope you know what that means). Since I was supposedly placed as the primary holder of the account 2 yrs. ago, I was happy to look into it. After contacting your company, I was informed that this did not occur and that she was still showing as primary. Another big surprise! The person was happy to help and in doing so, I now have two email accounts but not able to access my emails as I am stuck in the screwed-up mess created by your company. 3 hrs. on the phone later, still no change. Yesterday, all was good, today after contacting your company, all is gone to the crapper. I don't call your company as every time I do, you all seem to screw things up worse. Called in to have my DVR replaced, your tech installs a non-DVR box, had to call back to have that corrected. Called in for similar poor service on my video and wouldn't you know it, the tech was provided a standard DVR. This was after two calls to have my appointment cancelled! So, your company really has no clue on what they are doing which means that the leadership, all the way up to you, is the same. You need to get OUT of this industry as it is very clear you have no clue on how to run a business, other than into the ground! There is more to this but I won’t waste my time as I have already spent more 3 HOURS just trying to fix something that wasn't done 2 yrs. ago and a 9th grader could probably have done.

2 weeks ago

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Heather Arlett

I have been living a NIGHTMARE ever since Kathleen came to my house to try and sell me Optimum. It was CLEARLY stated at the BEGINNING of the conversation that I was ONLY interested in getting information because my husband wasn't home and I needed to discuss with him what we should do. Kathleen is very personable and sweet and she uses that to her advantage to SCAM people into getting service they didn't ask for. She told me that I needed to sign her tablet in order for her to send me information on optimum, what she MEANT to say is sign my tablet so I can sign you up for optimum. So imagine my surprise when I check my email 5 minutes later and see that I have been signed up for Optimum WITHOUT my authorization. I IMMEDIATELY texted Kathleen back to ask why the hell she would do that and she alleges that she misunderstood and emailed you to say I was having second thoughts, when it should have said I scammed this lady and she figured it out. Since this day I have called optimum every other day to discount this service. I was sent a modem that I had to go out of my way to bring back to the store and have had to call up numerous times to disconnect a service I DIDN'T WANT or ASK FOR! There is clearly NO workers at Optimum that have a brain, no one knows what the others are doing even though they claim they are taking notes. I have been getting the run around for almost 2 weeks now! I have a stress related heart condition and this is adding unnecessary stress to my heart. If I do not get my unwanted services disconnected and I am charged as much as 1 penny, I will be contacting a lawyer because this absolutely ridiculous.

1 month ago

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Carl Hicks Ozark, MO

I've had Optimum for many years now. The internet has always been good, but their prices spiked quickly. Was finally able to get a lifetime rate for 1 GB internet and it is quite simply the best. Optimum ran fiber optic cable to our housing addition to speed up our internet, we still have copper wires to the house but the speed is great. This from a few seconds ago: PING 15 ms JITTER 1 ms DOWNLOAD 833.5 Mbps UPLOAD 54.

5 months ago Edited December 11, 2023

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Doreen Smith

They refused to turn off the service because I got with AT&T which has better customer service and pricing. They are billing me for service that I have NOT used. They did get their modem sent back the very day I ended service. I had Suddenlink which was recently bought out by OPTIMUM. If you can get AT&T, you are messing up if you get OPTIMUM, the worst internet provider ever. They, OPTIMUM doesn't deserve the 1 star. I canceled my service when optimum took over. They are billing me for service I never used after the swap. I will not recommend them to anyone.

1 month ago

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Jim Foley New City, NY

All my prior reviews about Optimum were tragic. I berated the company because they deserved the poor reviews. Today that all changed. After fighting with the Corporate Customer Service team, they finally decided to resolve my problem. At the scheduling spearheaded by Supervisor Christian, a technician named Rudy came to our home today and made the necessary repairs. His work product was impeccable and he exceeded my expectations in going about his job. Now, if only Optimum will fortify their outside plant equipment and lines and reduce their prices, the world would be a better place. A 4 Star review and many thanks to Rudy. Jim Foley Airmont, NY

9 months ago

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Mike White Nampa, ID

Took me over a month to get optimum to stop internet after moving to another state. The non English reps are beyond horrible. Plus we had there phone service which turned out to be bad in our new area. Spent another month and many phone calls to inept reps non English speakers to finally get the phones disconnected. Just tried again today they say it is disconnected “we will see.”

2 months ago

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y h

My internet was disconnected without my permission, and no one from Optimum notified or followed up with me afterward. On 2/5/24, Nick from the online Sales department called me initially, inquiring if someone had moved into my apartment. I informed him that it was not the case, as my neighbor upstairs who wants to set up new Internet service occupies a different unit, and we handle separate bills. The following day, another individual contacted me about the same issue. Once again, I clarified that a different unit setting up new service was unrelated to me, as we reside in separate apartments. I explicitly instructed him not to disconnect my service, emphasizing that it made no sense to disrupt my connection just because another unit was setting up new service. I also stressed the importance of maintaining my internet connection as I work from home. He assured me he would double-check and call me back within 30 minutes. Unfortunately, no one followed up with a call. Despite my request, they disregarded my instructions and disconnected my service without my consent. Nobody called or emailed me after the disconnection. To make matters worse, no one assisted me in reinstating my service after the disconnection. I felt completely in the dark. When I attempted to contact Optimum, I was transferred to different departments numerous times, and some representatives seemed reluctant to help, even hanging up on me. I felt as though my rights were not being respected. Ultimately, I had to go through the entire process of restarting my service as a new customer. This involved creating a new optimum.net account with a new account number, setting up a payment method, and other necessary steps, as the old one was no longer active.

3 months ago

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Extra Buzz Dedham, MA

The worst of this internet company is : 1. Gave me the payment confirmation #, then told me the payment never went through. 2. Representatives never turn off my service after 2 months even I called them about my move . 3. They have been hacked and please don’t make the payment by the phone. .

2 months ago

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Emma Busse Somerset, NJ

Would give ZERO stars if possible. This company is disgusting and operated by greedy pigs. I turned in my equipment in early July to a local store. The guy told me service was cancelled when equipment was returned. Because obviously you can’t utilize a service that you don’t have equipment for. These animals have been harassing me for months for payment for 2 months of service that i DIDNT USE. they told me i didn’t call in to cancel the service so im responsible for the 2 months of internet that they can see i never used. They have sent me to a collections agency despite multiple calls to customer service. Absolutely disgusting company run by greedy thieves. I will encourage any loved ones to never use this service. Shameful

4 months ago

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Sorin New York, NY

The internet itself is fine. Now that I am moving, I can't stop the services online. Neither can the Chat option on their website help with that. I need to call a number and wait 20 min; then we play 20 questions to confirm my identity, even though I am calling from the authorized number. This, for an internet company, is shameful as it only makes it hard on purpose- it wastes my time just so they get a chance to try to upsell me some other products like: maybe I just want to pause the services or have them set up at a new location. Then, to sum it up, I don't even get a confirmation email that "Services will be stopped as of XX date" but I am assured verbally that after that date has passed I will get a notification. Riight. Who does that?! So-so-so sad considering this is a company that provides internet services. Reminds me of trying to cancel my gym membership.

7 months ago

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natalie moore Dallas, TX

Don’t go with this company unfortunately I had not choice in our area never worked good out all the time never good. And when you leave they put it on your credit they punish you for terrible service and I was paying $120 a month for TERRIBLE SERVICE and would not lower my bill. Terrible customer service and when they would come out and do service no one knew what they were doing. Rigged up something in the attic and would have to call someone else that had no idea what they were doing don’t go with this company.

4 months ago

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Bill Jacobs Edison, NJ

Optimum Online (Optimum.net) sucks. My email box hasn't worked for months, and I go around and around with service personnel that can't fix it. The email page freezes up. Also, they keep charging us for cable tv boxes that we turned in years ago, and refuse to stop. They debate you endlessly if you want to reduce any coverage, like cable tv. Awful. Unfortunately, where I live I have no choice.

4 months ago

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mehmut rahman LA

Worst of the worst . I pay 70 dollars a month for 1 gig . The speed is always 300mbps and when the weather is bad , which in my area weather is always bad it just disconnects for no reason . Basically I am paying a lot for the worst internet . I wish I have better opinion but there is no other better options. We Americans pay the most for Internet but don't get the respective service .

5 months ago

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B Chandler Dallas, TX

They take policing into their own hands. Ther suspend your service for a copyright violation, which any number of things could do when you're online. I called to cancel my service after the 4th time they did this to me, and they gave me a half price discount and 3 months free. I'll just cancel after the 3 months free. I already got another service installed, but Optimum, when working, is faster. So I'll just keep both until the free service runs out. Unless someone in my house clicks on something naughty and it gets cut off again. Ridiculous- then they tried to tell me "all providers do this." No. They don't. I've had them all. They don't do that. And I got the discount after being routed to 5 different people who all told me my service was not suspended. Only when I said, "Send me to cancellations," did they finally admit they cut me off again. Horrible customer service.

6 months ago

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tiggers27 Dallas, TX

I was tired of using the other internet provider in our area so I thought I would try out Optimum. It was simple to sign up online and get an appointment for my equipment to be installed. Appointment day came and he said our house wasn't wired for Optimum so he would have to put in a service request for another tech to come out. 2 weeks later I called and asked them to just cancel the whole thing since evidently they had forgotten about installing it at my house. I was talked into keeping them, just let them come out at the end of the week to install it and I would be happier than ever. The tech came out to install it at the end of the day (after 5 pm). He was grumpy, he let the wires all over my attic and didn't install all of the equipment I had ordered. He left saying it would be easy for me to do it myself. He said they would come by later that week to bury the cabling outside. This was early July at this point. August comes around and no one had come by so I call and tell them I'm really done, I don't understand why it is taking so long to get this handled. They promised someone would be out in the next month to get it buried. Now we are in October on a Sunday night and my internet goes down. I call and they said there was an outage in my area, the next morning I called and asked and they said they had no record of an outage in my area and a tech would need to come by to fix it but they couldn't come out until Thursday. I said no that won't work, I want to talk to someone about cancelling this again. I get transferred to a manager of some sort and he said no he won't let me cancel my internet because they have the best internet and customer service around. I said no, I am utterly exhausted of dealing with this and my cable outside is still NOT buried, it has been 4 months and I have had nothing but issues. I end up hanging up on him because he wouldn't allow me to cancel a service I am paying for. My husband ended up taking everything out of the attic because it was a tripping hazard and disconnected the router. I just got the nerve to call back today, November 14th, and the nicest woman answered and she said that their computer system is down and it won't let her login to cancel my internet so now I have to call back tomorrow to cancel. She assured me she wasn't trying to not let me cancel the services - but it seems too strange to me that I have been told no I cannot cancel yet again.

6 months ago

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Kathy Hines (MissTique) North Bergen, NJ

I would have gave zero stars if I had that option! I regret little else as much as I regret answering the door when Cynthia from OPTIMUM came knocking! But she did her job well and convinced me I could get the service completely for free thru the ACP program. I explained I was unemployed, and if it was going to cost me A DOLLAR, I would not do it, because I didn't want that hanging on me! But she convinced me it would be $0, so I scheduled the installation appointment. About 1/2 hour later, I get a bill for $56! I IMMEDIATELY called to cancel my installation appointment! I AGAIN called the next morning to make sure the appointment was cancelled. At 10:30ish, the technician calls and says he's here for the installation! I apologized for him wasting the trip, but that I'd cancelled this appointment. As far as I knew, he left, and it was a done deal. Then I start getting bills! Ok called only to find out this technical did something slimy, because he apparently signed my "signature" (which, because they mailed me a copy of the form, looks NOTHING like my signature, nevermind not enen resembling A NAME, PERIOD!) saying he had indeed installed the necessary equipment! I have been arguing back and forth over this for MONTHS now, AND I'M STILL GETTING BILLS! This is beyond unbelievable! I get NO WHERE when I call... and I'm SEVERELY limited to how I can discuss this with them, because they keep telling me to log in to my account and do this or that.. BUT I DO NOT HAVE AN ACCOUNT TO LOG IN TO, Even if I WANTED to! I realize this may be out of the norm, but it's really the appalling way I've been TREATED throughout this STILL ONGOING situation! ) I would STEER CLEAR of this company. And please pray these people get it together and clear this thing up!

6 months ago

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Danuta K Miami, FL

Hello. On Thursday October 19th, 2023 in the early morning I woke up to not having internet, tv and my optimum.net email account was gone. I waited for 8 am and called optimum and after staying with them on the phone for over 30 min i learned that someone disconnected my account because they established their own account under my home address. Later the same day I made another call and stayed with them on the phone got over an hour, nothing was fixed. Today, Saturday October 21st a technician ( Alex , nice guy) came in and spent here over two hours snd was not able to fix the issue. Third day without internet, tv and closed main email account. How ridiculous this situation is!!!! Be careful, if you have Optimum as your service provider and if your neighbor doesn’t like you ( or someone else for that matter ), they can just call Optimum and disconnect your services just like that. I’ve been a client of Optimum for over 10 years and always paid on time! How wrong this is!!!

6 months ago

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RMS Houston, TX

I have had cable internet. I have had satellite, and cell. This internet, while boasting to be fiber, is the WORST I've ever had. Started with them when they were Suddenlink (nicknamed by many who had to use them as Suckylink), they changed their name to Optimum. The internet has NOT improved. Multiple times in a day, my internet will drop. And, here recently, I have had multi-hour downages. I have asked to be notified of outages via text - of course this doesn't happen. I happen to try to run a smart home, but it is hard when you have such a poor internet provider. BTW, this message is being sent on my Verizon hotspot from my phone - that service almost NEVER goes down!

7 months ago

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Jay N Elizabeth, NJ

If i could pick no stars i would. This company who advertises themselves as a business orientated company is not even close. I have phones, credit card processing and customer check in requiring internet. Had a problem on sunday with the modem apparently malfunctioning so they arrive at 3pm on Monday and installed a new modem incapable of handling what we were running up until sunday (static ip x4 and upgraded speed service). We are (have been for 12 years) a business using a static IP with optimum to power all of the above items. Without internet we are unable to do business. 5hours of an outsourced IT company trying to get the homeowner grade service to work and we were still unable to get internet despite the Optimum phone handlers telling us everything was all set. Finally on Wednesday (3days after our first outage) a follow up visit is made and that installer reveals the issue and tries to fix it. As of today, thursday, we are still not up and running but our IT guy will be here to hold the optimum intallers hand and hopefully get this done. BUSINESS friendly is not something optimum should promote themselves as. 4 days of not being able to service customers, thousands of dollars lost in business and 3 days of paying an IT service that should of been a phone call into our reset system.

8 months ago

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Tom Barker Phoenix, AZ

My issue is with Optimum wich is owned by altice. Optimum bought suddenlink my local internet provider. And after this I notice my bill was raised to 89 dollars from 65 dollars. I than noticed they were advertising as low as 40 a month on their web site. So I called and negotiated to have my plan dropped to the advertised 40 a month plan after several hours on the phone. I was assured my next bill was going to be 40 dollars. 2 months later I noticed that my bill did not go down to promised amount and I had been charge the last two months 89 dollars yet again and was scheduled for another auto payment of 89 dollars. I called them back and after several calls and several different agents, one even a manager, I was told that I would not be getting any reimbursement for them overcharging my account. They even implied it was my fault several times that they overcharged me even after I had received conformation that my request for 40 dollar plan was accepted. Yet on their end they canceled it. I had asked them several times for reimbursement and they refused. So I advised them I would contact my bank and have them do a charge back for the amount overcharged. I did just that and received the amount owed. Optimum then reached out to try and fix the issue only to yet again promise to have me on a 40 dollar a month plan and they set up a date for new equipment to be installed. I then took off of work and waited and no one showed up. I then called them and they advised me they shut my account down and told me I owed them over 200 dollars. My account at this point was on auto pay and the charge back amount was less than this but they were upset I went to my bank and had them do a charge back even when they knew they charged more then promised and were unwilling to reimburse me themselves and i advised them i would be calling my bank. And now wasted a whole day of work for me for canceling an appointment without advising me. All around bad business. I will be fighting any bad credit report from them as well.

8 months ago

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Sherry Betts

I have been forced to have Optimum as the internet service provider because there is no other option for the area. If there were any other option I would choose it in a heartbeat. The first issue was when the prior service provider merged with Optimum. The merger created more problems and issues than I can even list here. The next problem was that even though I am the primary account holder my son's roommate was somehow able to transfer the service to another address without my consent. It took at least 7 phone calls, over 8 hours of my time, online chats, and customer service chats. The only way there was finally any resolution on this problem was after I made posts on social media- Facebook, and Twitter that I was able to receive any help from the parent company in New York (I live in Texas). I have also had so many problems with billing. The problems range for not being able to pay on the account because the online system states that I am not the primary account holder even though I am to the automatic payment not being fully deducted for unexplained reasons. Even though I had automatic payments set up the full amount was not deducted so a late fee was assessed. Every time I try the online chat system I have to ask the same exact question at least 3-5 times to get any kind of answer. Every time there is an issue nothing is resolved in less than 1-2 hours of my time. The only issue that has ever gone right is the technician visits to install the system. Again, If there were any other provider available in my service area I would select it. If you have another choice that Optimum choose it.

8 months ago

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D Hewitt Wyckoff, NJ

Shop around. Billing practices and retention ploys are sketchy. Check your bill MONTHLY - even if you do autopay as amounts can change without notice and without any changes to service. If you don't pay the exact new amount (because you're on autopay through the bank and think everything is going just swell) they will quickly tack on a $5 late fee monthly, which adds up. Their "enhancement fees" also go up without notice. I never got notice of any late balance, was paying the bill on time monthly for ONE YEAR and found out there was a problem only after they disconnected my service without notice. When I got fairly angry about it, the "retention dept" promised me a promotion that was not reflected on my account. When I spoke to the billing person, she wanted to know "who gave me that amount." She also said that "retention" can do things that other people in the company can't but she could not change my bill to reflect the amount promised. Huh?! They count on the consumer not paying attention to their bill every month and have cryptic billing lines and credits that make no sense. In short, the way this company does business is unethical at best, fraudulent at worst. If you go with them, get paper billing statements. Pay on their website to avoid any claims of late payment. I would go elsewhere, but based on reviews, all ISPs are horrible in my area. I will keep looking though, and will change in a heartbeat once something better comes along.

8 months ago

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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.

1 year ago

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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.

2 years ago

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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.

4 years ago

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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

6 years ago

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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.

1 year ago

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Catherine Slapper Bullhead City, AZ

Inconsistent internet service, we had repeated service calls & the service was still bad.. several technicians came to our home, replaced modem, checked the lines, put almost 9 ft of wire in the home, and they're still was inconsistent and unreliable service. When you call customer service all they do is apologize but very little else however they still expect to be paid for service even when there was little to no service at all. I would not recommend them to my worst enemy

8 months ago

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Mike S Coram, NY

It has been years since my family and I have been subscribers to Optimum's services and the only reason that we are still with the company is because Fios along with many others are not in our area. Believe me, I have searched. We have been plagued with an ongoing issue for many years of internet working for an hour at most, only to cut out for an unpredictable amount of time. This can range from minutes to hours with out internet. It is absolutely unreliable. Once a year we have a technician come out to our home around some arbitrary, obscure very inconvenient time slot that Optimum provides us with. Do then replace the router or modem... then the service will function properly for about a month to only come crashing down with a halt of problems. The on phone representatives (if you are so lucky to be granted access to one after dealing with a very deliberately made unintuitive robotic voice operated automated system for god knows how long) will always try to upsell you on things that you do not need, nor fix the problems. Even when going down to the actual offices that resemble the vibes of a DMV to just be treated by some of the worst costumer support representatives ever. Everyone at Optimum treats their costumers poorly, and even when they seem like they are being 'helpful' they are only doing it to just get you out to get to the next complaint. No one likes this company who is stuck with it. It's only a matter of time before a lawyer can figure out how to sue them for their faulty pathetic services. If I had Verizon Fios in my location I would certainly change providers. They are so bad, that while looking for a business office we are making sure that optimum is not the only provider. We are literally going to build an office based around how poorly this company is. Avoid at all cost if possible. It's better to spend a little more money then to deal with people who treat you so poorly, think so little of their costumers and can not provide a dependable service. They are a completely incompetent incapable company. No matter how much we do trouble shooting with the on the phone represenatives nothing works, no matter how much you unplug and plug the modem/router... no matter how much you check the cables... It will always fail and be unreliable. Got to pay your bills online? It's on Optimums time. Got to watch a movie and relax after work? It's on Optimums time. Going to write a review online? It's on optimums time. As I am even writing this review my internet went out... AGAIN... and I am now patiently waiting for it to return so I can click the submit button. It's 1:23PM... let's see when it comes back this time.....waiting.... waiting.... waiting.... 1:30PM received a call from optimum just now and they tried to weasel out of a home visit... still no internet to send this... 1:34 internet is back! Going to send... copying and pasting just in case it fails.

8 months ago

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B Greenville, NC

Terrible customer satisfaction. I've been a customer for years and years and they can't explain why my bill keeps going up, they're long-time customers don't get any breaks . Recently they called me trying to sell me a cell phone plan the girl on the phone actually said I think it's a good idea if you get our cell phone plan . I know she's probably 18 and is just reading from a script but I said to her you don't tell me what plan to buy . So guess what my Optimum bill went up $6, they are not very good at customers satisfaction they just want money. Disregard the word amazing and the green box I did not write that.

9 months ago

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Sandra Mood Dayton, NV

If I could leave zero stars I would. This company is garbage from service all the way to customer service. Optimum bought our local internet company, When they bought them out they sent a letter stating we would get the same great service. We have a large household and during Covid we paid for the maximum plan which was 1GB. Once optimum took over we were constantly lagging, getting booted offline. Every time I would call they would tell me everything was fine. I would argue it wasn't and they would send a tech out, and every time there was something wrong with it. The first tech was extremely rude and condescending. Every time he would ask a question and I gave an answer she would either scoff or roll his eyes clearly indicating I was wasting his time. He tried to blame my wifi router and explained I would not be getting 1MB through wifi. I explained I knew that and was irritated that I was getting 75 mbps download and 8 mbps upload speeds while hardwired to the modem and not through wifi. I explained I was continually getting kicked off my game console and then he said you'll never get those speeds on a console. I told home that was not true and I was not an idiot and then he corrected himself and said well unless you have a PS5 to which I responded I had a PS5. Then he corrected himself and said you should not have any issues. He then corrected himself and said yeah you should not be having any problems. He ended up having to switch out the cable on the outside of the house and install a new access point in the house. My service was great for about a month and then at 9:30 pm on the dot every single night I kept lagging and getting kicked offline. This wasn't even peak hours so it was clear they were throttling my service. Every time I would call and complain about it, my service would run perfectly for the rest of the month and then the same thing would happen again. After my fifth call, they sent another tech and they ended up replacing the modem. Nothing changed and it's clear they replaced it trying to cover up that they were purposely throttling the internet because the issue continued. Fast forward to me disconnecting the service. I called to have the service disconnected on June 8th and when I called the representative explained that I would be receiving a prorated refund for the service I did not use since it was 3 days into a new billing cycle. I reiterated that question 3 times to ensure that I had not misunderstood him. The following month they auto-drafted my account so I called to ask why and they said that was their policy. The woman was extremely rude and dismissive and completely gaslight me and told me that none of their representatives would have told me that because they have a script to read. This really upset me because she inferred that I was lying. I asked to speak to a supervisor because I did not appreciate how I was being treated since I have literally given this company thousands of dollars over a 4 year period. She then told me that I had "no right to speak to a supervisor and that she was the only person I would be allowed to talk to." she repeated this to me twice and my husband hear the whole conversation because it was on the car's Bluetooth. I told her that I was not going to continue to be accused of lying by her and I would like to speak to somebody that could offer an explanation as to why I was misinformed and correct the misunderstanding. She kept interrupting me and I eventually hung up. I called back and ended up with a new representative that was empathetic and able to explain the policy and would have a supervisor contact me regarding the other representative's behavior. While I was on the phone with him the prior representative called back and left a message saying I am sorry you were disconnected during the process of transferring me to a supervisor. Once I got off the phone with the man the woman called me back again to try and say the same thing to which I replied that I didn't appreciate her lying to cover her bum because at no point did she try to transfer me to a supervisor and we were not disconnected during a transfer because I hung up on her because I was not going to tolerate her behavior. The next day I received a call from the supervisor and I explained the situation and she said she will review the recording and get back to me. She called the next day and literally left a message that said that I misunderstood the first representative. She tried to say that the representative was telling me I had a right to speak to a supervisor which simply was not true. The correct response should have been her saying the employee was inappropriate and would be reprimanded and corrected on how to appropriately deal with people like people. I called back to talk to the supervisor and explain that I do not appreciate being gaslighted and inferring this was all in my head. The reality is that if the initial representative was empathetic and not dismissive and explained the situation and passed on that when people are disconnecting the service they are clear to the customers about the policy, this would have never even escalated. This clearly is a company that does not recognize people and all they care about is dollars and steal from their customers by refusing to provide the service they paid for,

10 months ago

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Renee Stanley Purcell, OK

I soo wish I could give a negative star!! I had enough problems with the service when it was Suddenlink. But, as soon as it became optimum, it started getting steadily worse every day. I've tried to get help from customer service (I don't think they know what that means) for over a year and not only are they trying to help, the service just keeps getting worse. And the price? I swear they take advantage of those of us that don't have any other options for internet. I've been approved for the ACP since September 2021. Trying to get them to actually put you on that program is harder and less likely to happen than winning the Powerball. First time, they never even put in the system that I qualify. Second time, optimum said I didn't qualify, even though ACP says I do. Nothing done. Again. Third time, I'm told I can't have a lifeline phone in addition to the ACP. Wrong (since they're 2 different programs, yes, you CAN have both). They (optimum) also said even if I did qualify for the ACP, I'm not on tribal lands (which brings the price much lower) so my bill would only be like 20 bucks cheaper than it is now. If you look at the map (of where the tribal lands are) on the ACP site, Oklahoma is almost completely tribal lands. Their remedy to lower the price? Decrease my internet speed to the lowest Mbps. The result? Almost like not having any internet. I keep having to reset the box, having to reconnect everything back to the internet several times a day. As soon as I get moved (still in Oklahoma), I'm most definitely changing my internet service to a much better provider. One that is actually as concerned about their customers as they are about making money. Which would be just about all providers minus optimum. I'm done with being treated like crap by a company that is more about huge profits than about the people needing service!! My opinion is that unless you have a money tree and can afford exorbitant prices for something that you basically can't really use, DON'T GO WITH OPTIMUM!!! USE SOMEONE BETTER!!

11 months ago

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Bryan Welch Johnston, RI

Absolutely awful company. Hardware goes down all the time and the customer has to drive to locations or wait days to get it replaced. They don’t have phone numbers for individual stores so you don’t know if they will even have replacement hardware when you get there.

6 months ago

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Ellen Wiley

I've been trying to cancel my internet service for months, I've been paying for WiFi on an apartment I haven't lived in for six months and they refuse to cancel my internet. Unless you wanna be screwed out of hundreds if not thousands of dollars don't sign up

6 months ago

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Olga Siarheyeva

Been with the complaint for 17 years. The internet stopped working, was calling technician for one week, nobody could figure out the problem. I cancelled it. They kept bombarding me with random bills. Completely unethical management. I hope they will go out of business soon.

8 months ago

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Nick N Denville, NJ

I've owned my own modem to receive internet and voice service for years and a few months age my phone service suddenly stopped working. After calling customer service numerous times to fix it, I finally spoke to a tech who let me know that Optimum "will allow you to own your own modem for the internet, but you have to lease their modem for voice service." HAHAHAHA what a joke, They are always making sure they get into your pocket. The lack of transparency is ridiculous!!!

8 months ago

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Thom Bullhead City, AZ

The most loyal customers (5 years +) get screwed with ever rising costs, and terrible customer service. Significant outages and very little credit for outages. Forget about trying to cancel. If you cancel even 1 min after your billing cycle starts, they bill you for the entire period, and once you announce you want to cancel, they "can't" undo it. Yes, their introductory offers are good, but once they get you roped in and your promotion period is over, good luck trying to talk to them about lowering your bill.

9 months ago

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Paula Rodriguez

My mother has dementia, and at some point Optimum started charging her over $200 a month. They are very difficult to work with as well. In order to register my Power of Attorney with them, I have to send a FAX (who has a FAX anymore?) with the POA and 6 items of my personal information. Then it will take a week to be "approved." I have never dealt with such a sneaky and difficult company. As soon as I can, I will cancel her service and go with ANYONE else.

10 months ago

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Denise “Denise” Jersey City, NJ

Lousy customer service. Prices are not low but very high. Install when they push you to fiber optics is incomplete n techs have no customer relatonship skills. New boxes n serve was never complered when we agreed to switch to fiber whic I dont need. Now I have no tv no internet no phones. Plus I loose 1-2 days work monimum n I play tech on phone with them for over an hour. Btw, my bill rate is higher than theirs. Hey Optimum you owe me.

10 months ago

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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 year ago

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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 year ago

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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 year ago Edited May 1, 2023

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Javier Guerrero New York, NY

Can’t complain about the wifi service, however the cuatomer service people are the worst. I called 4 months ago to cancel my wifi service since I was going to be out of the country, 2 diferents agents recommended to put on seasonal, they assured that it was going so easy and smooth to reconnect and the most important “ I wasn’t going to be charged at all”. I called yesterday to reconnect the service but they told me that I have to paid $200+ for the 4 months i was gone. I tried to explain what the other agents told me but another one called me a lyer and the supervisor admited the miskate from the other guys but she wasn’t goint to do a nothing about it and that i have to pay. I feel that they lied and scammed me since the first, that is just not right. This company should train the employees because the treats the customers poorly.

1 year ago

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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.

1 year ago

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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!

1 year ago

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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.

1 year ago

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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!

1 year ago

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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.

1 year ago

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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.

1 year ago

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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.

1 year ago