Optimum Online
Is This Your Business?1.2
3.6
Overall Score
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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
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
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)
1 year 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!
1 year 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...
1 year 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...
1 year 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.
1 year 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 .
2 years 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.
2 years 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!
2 years 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!!!
2 years 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 $89.99 for October, I should have cancelled on Sept 30th. I would from home, cancelling early was not an option and they will not work with you and demand outrageous amounts - Will NEVER do business with such a shady, crooked company again that charges you bogus and fraudulent charges
2 years ago
Tanya Galloway Garner, NC
TERRIBLE CUSTOMER SERVICE. We are selling my deceased parents home that had Suddenlink (which merged with Optimum). I didn't think any company could be worse than SL but Optimum has them beat. Called to cancel service as of closing date on home. I was told that I missed the bill cycle cutoff date by 1 day so I now have to pay for an entire month that no one is using service b/c they "don't prorate". They won't cancel service until the end of the billing cycle (29 more days). I called several weeks ago to ask how to cancel service so that when I was ready, I would know what to do. They never mentioned to make sure I called by a certain date or I would be charged for an entire month. Service rep xferred me to billing to discuss further. Billing told me same thing. When I asked to speak to someone who I could discuss this further with, she put me on hold to "work on it" and never came back to the phone. This is not a "Karen" situation. This is just wrong to charge a customer for an entire month of service they are not using.
2 years ago
MY Woodmere, NY
My parents were users since the early 2000 until i got involved yesterday and learned that they were paying almost 4x what they should have been paying for years for services they don't have. I spent almost half a day trying to get them back paid and they kept passing us from one rep to the the other, and then finally a "manager". Still weren't able to figure out how these chargers increased and the best they offered was to drop my parents future bills to 19$ 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.
2 years 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
2 years 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.
2 years ago
Mike Walsh Franklin, NC
Ever since Optimum bought out our ISP the service has declined. I am not getting the speed that I am paying for. They have admitted that there is an issue locally that the cannot figure out what is going on . They cancelled my appointment without calling and I sat and waiting for my service call. When I called to find out why they didn't show up I was advised it was because there was and issue on the line and they did not need to come to the house. They will not issue a credit unless I have no connection to them. The representatives are just awful reading scripts and doing everything they can to make you give up with them.
VERY poor customer service!
2 years ago
Julia Mikhelzon Brooklyn, NY
I would give them no star if possible. I had an installation appointment made and the confirmation email said to pay $29.99 fee before installation takes place. I've paid the fee at 9 am on the day of installation whereas my installation was scheduled from 2 to 5 pm EST. I have waited for 4 hours and no technician came. No communication whatsoever from the company. After 4 hours of waiting, I have called Optimum and spoke to 3 different representatives the last one being their supervisor and no one knows why their technician did not show up. One lame excuse i was given that their system was not updated to reflect the payment made. I've tried to escalate this issue to a higher supervisor and was told they don't call back their customers. This is a non-existent customer service of Optimum Online.
2 years ago
Tres Leches Brooklyn, NY
Optimum (a.k.a. Cablevision/Altice) is a criminal organization whose only purpose is to scam and aggravate customers with throttled speeds, daily outages and nonexistent customer service. Their prices go up while your connection speeds will go down (many times to zero). As working remotely became the norm for many of us, these scammers are constantly jeopardizing our livelihoods with their crippled, subpar service. Their socalled customer service is almost nonexistent. If you call them, you will either be left on hold for hours, or connected to a rude, non knowledgable CS agent who, in the end, will not help you solve your problem. They will insist on scheduling an unnecessary visit, and the technician will not arrive at the stipulated date and time. If you are lucky and they decide to show up, you will still be left with your issue unresolved. I have the misfortune of not having other options available in my area, otherwise I'd have dropped Optimum several years ago. I wouldn't recommend them to anyone. Zero consideration for their paying customers.
2 years ago
ray rodriguez Yonkers, NY
One of the worst experiences. I signed Up for internet access in mid Nov 2021 and have experienced at least 10-15 drops in service per day. Multiple techs have visited my apt to say that my in home setup is working but that there is an issue with the external wiring outside of my apartment building. They were supposed to schedule a visit from an external tech to look at the external wiring but that has nit happened. I called support and now have another tech coming to visit my apt to check my internal setup and then will need to schedule an external tech. This is completely ridiculous and I would completely stay away from Altice. They literally give you the run around. I plan to leave the service and go to another provider asap. All who are having issues should do the same because they are just going to continue to bill you monthly and not resolve any issues
2 years ago
Victor Olaore Omoshehin Brooklyn, NY
Terrific experience! 3weeks my box isn't working, they promised they will come change the box, yet I couldn't get to see any technician. Was given an appointment between 10am -8pm, I called out from my two jobs just to wait for the technician that never showed up with no calls, no excuses.
Each time I tried calling the self service, it's similar stress and same stories.. Optimum specially make their customers seevice calling line process to be technical and not customer friendly to discourage you from calling the customer service.
This network has the worst customer service and the most terrific customer relations I have ever witnessed in United States.
I will recommend to the company to hire more customer service to deal with the customer service issues and get enough technicians to deal with the problems across your network. I am sick and feel terrible.
2 years ago Edited December 3, 2021
Andres Lopez Elizabeth, NJ
0 Stars. I scheduled an appointment to add a new box, I stayed at home all day long, no one came or called. I contacted Optimum and they said appointment was cancelled, and they can scheduled another appointment but I will be charged $59.99, or if I want to have the box delivered a week after and do it myself. I still don't believe the kind of service they are offering. The worst service in all areas. They cancel appointments themselves so customers call back and pay for everything, they charge for checking the router, they charge for changing their old equipment, they charge to fix the bad service they are giving. Burglars. Terrible service, no more Optimum.
3 years ago
Alejandro J Sola Stony Brook, NY
Unfortunately, Optimum has a monopoly on several parts of Long Island. That is why it gets away with putrid, overpriced services. Some examples:
1. The connection speed slows down to a trickle every evening.
2. Optimum charges much more than its competitors (where it competes), for worse service.
3. Optimum unilaterally changed my fixed phone number. They did not ask for mi permission to do so. They never even informed me.
4. Optimum will swamp your Inbox with ads for more expensive services. However, it will neglect to send a single email to remind you if your account is past due, so it can hit you with a cool $15 reconnection fee. Isn't it charming?
5. Optimum's "customer service" reps are really rude. They won't even offer the fake "I am sorry you feel screwed" apologies other crappy companies do.
If Optimum is not the only ISP in your area, switch. If it is, consider moving.
3 years ago
Amulya Kothapalli Rego Park, NY
I unfortunately had this Internet service. Such terrible customer service. When i moved, I called multiple times to cancel the internet service and they said they have my account set up for cancellation. And i even confirmed if it was cancelled and the customer service said yes. A month later i get a bill from them and when i call in - everyone says different things. And when i asked them to check the records that i put in a request to get my account cancelled - he says i dont see any. They are lousy people who cant even get their job right and just waste your money. And they will transfer your call 4-5 times and end up disconnecting the call. Their internet service is very slow as well and they increase rates every once in a while without a notice. 77$ for basic internet. Really ? Please get some other service because Optimum service is not at all worth it.
4 years ago
Alex Taylor Plainview, NY
THE WORST CUSTOMER SERVICE! This company should be sued for how the handle customer service and the fees they charge. My wifi hasn't been working for over a month and they have sent technicians to my home numerous times each week to try and fix it. Turns out its their cheap equipment that doesn't work - I finally went and bought my own router at Best Buy and now my service works. When I talked to optimum and ask them to refund me for the lack of service and countless technician appointments they say they cannot refund/comp this as it was "my equipment issue and not theres..." so when I state that it was an OPTIMUM ROUTER that was brought to my home by an OPTIMUM TECHNICIAN from the OPTIMUM COMPANY they say that it technically is not theirs once it is installed into your home regardless of them being the ones to give it to you and install it in your home.
Waiting for the day another service provider enters my neighborhood - as Im sure many others included will be jumping ship from Optimum and avoiding it like the plague.
4 years ago
I B Hyannis, MA
This company sucks! So I call in on the 2nd to get internet service and I get that set. I am to start annoyed they require first month’s payment plus installation. I am not getting service till the 15th and have to pay for a full month of service before it’s installed. Then I keep looking at emails and see “free installation “ so I click on the link and it says my location qualifies. So I call and try and cancel my service that I had over the phone because I want this free installation. I order the online free installation today and call in and hear that it’s not free! It’s all a scam! Here is the real secret to the company. It costs $120 to put in new service for like a new home. So they say “ free installation” because the location has had optimum in it before. But when u sign up online you have to call I. To confirm your appointment. Then they charge the $59 installation anyways! Over the phone or online you will pay $59 for installation! Nothing is free! This “ free installation” is a complete scam! Now I am waiting for a call back to reschedule my installation date that I canceled! They could of told me on the phone instead of me going through all this crap! This company sucks! I am very unhappy with them!
4 years ago
Erotomane Roseau Waterbury, CT
It hurts me to hear those people talking about how they are keeping people connected during the pandemic. I always pay my bill on time but the 2nd month after the CoViD19 starts hurting the country, I logged into to pay my monthly payment, a little late duh since I've been out of work for more than a month, but realized that they have added a $10 late fee on my bill, when I call customer service and ask if they can remove that $10, the lady told me, if I can't pay my internet, I should let her know right away and she will be happy to cancel my service. I normally don't right silly reviews knowing how much that can hurt a company but I was outraged by the answer that I have received just because I asked for the late fee to be removed. theses people are sick in the head
4 years ago
Caroline Braintree, MA
If I could rate them zero stars I would. Optimum has been consistently disappointing. A few weeks ago a storm cause the electric to go out, which caused our Wifi to go out with it. Firstly, we are in a pandemic and everything is online. We need our wifi. Both my sons have online classes, and my husband and I both work from home. All of this is done online. The first issue we ran into was when we made an appointment for it to be fixed and no one showed up that day. When we waited on the phone for several hours waiting to get into contact with someone, they had the wrong date. Second appointment, no one showed up again. According to Optimum, they came to our house, called our landline (which doesn't work because WE DON'T HAVE WIFI) and then when no one answered the phone, they left. Keep in mind no one in my family saw them outside of our house, so I believe this is likely a lie. Even if it isn't a lie, you would think they would have at least knocked on our front door before leaving, or would have known not to call the landline because again, WE DON'T HAVE WIFI. Third problem we ran into was that we scheduled a third appointment and they again did not show up. If we don't work, we don't get paid, and unfortunately we cannot work without WIFI. Terrible terrible service. Causing us a lot of stress and loss of money.
4 years ago
Jose Cruz
I'm happy with my service, pricing and reliability. Whenever I've had the need to contact customer service they have been available quickly and proved to be helpful.
4 years ago
Lisa Campbell Piscataway, NJ
I absolutely hate this company. They have the WORST customer service and terrible internet service. It's unfortunately the only provider in my area or I would switch in a heartbeat. I will definitely be moving into another area in the future that I have an option for any other provider besides optimum - this is how much I despise them .. service provider will have a huge impact on where I move to next!
The internet service has always sucked and still does. I upgraded from 200mbps to 300mbps thinking that would help solve the issue. Well, it did not and I have proof of speed tests to show I wasn't even receiving over 100mbps when I was paying for 300mbps!! This happened in August-October 2019 and I have called Optimum 5-10 times since then to be credited on my account. Each time I call, I am told that the customer service rep cannot credit my account and I'll have to receive a call back from a "supervisor." I have NEVER received a call from a "supervisor" even though I have called numerous times to speak to one. Pretty sure they do not have any supervisors and if they do, they should be ashamed of themselves for this terrible customer service.
I tried online chat and the rep immediately ended our conversation after my complaint. I also tried to submit credit through online service and it was immediately denied. I am going to go through my credit card next and dispute the charge for a partial credit that I DESERVE since I was paying for a service I was not receiving.
If you have the option to have ANY OTHER service provider for phone, internet or cable, DO YOURSELF A FAVOR and choose literally ANY other company. I hope this company goes out of business SOON. The reviews speak for themselves and this awful company should be ashamed of themselves for the fact that they have a terrible rating.
4 years ago
Mirna JC The Bronx, NY
Avoid this company like the plague! Probably the worst and most dysfunctional customer service I've ever encountered in my life.
We went to return the equipment last month after we disconnected our service. The line was so long, it started about 10 yards on the sidewalk outside the store. We stood in the cold for one and a half hours, just to return the equipment! They promised to refund us within 10 days for the returned equipment. It's been a month now, and no refund yet! And don't even bother calling customer service. We called them 3 times already, and all they do is tell you more lies and give you more empty promises.
We're considering filing a formal complaint with the Better Business Bureau and State Consumer Protection Agency to expose the scam and rip-off this company is engaging in.
DON'T BUY OPTIMUM!!!
4 years ago
Ndeye Aissatou Ndiaye Brooklyn, NY
I had Spectrum before , used my own modem and router for just internet service and I never had an issue. I moved to Brooklyn , NY into a building where Optimum is the only internet provider, well I did not have any other choices than going with them for internet service for the same amount of money and speed I had with Spectrum.
Let me tell you guys:
- They want their customers to exclusively use their equipment ( rent their modem...), thus they will sabotage your internet service every now and then and blame your own equipment for their failure.
- Every time I call their customer service, they will tell me that they cannot troubleshoot an equipment that is not there, I have to rent the optimun modem and if I insist that my modem does not have a problem, they will try to convince me to have a technician come to my place to check the issue but it will be at my own pocket $200.00 for the visit.
I directly connected my laptop to my modem using the Ethernet and still not internet. I told their rep that I never had these types of issues when I was with Spectrum , it is only with them every now and them, after I say that, the rep will do something on their end and my internet will magically start to work again.
My boyfriend switched his internet from Verizon Fios to Optimum just to get the Amazon gift card, now he regrets it as his internet is slow and very spotty for streaming. I wish I have the choice to switch to Spectrum or Verizon because OPTIMUM is not good at all.
4 years ago
Jen Long Beach, NY
So apparently not being able to send emails and having an upload speed of 0 is acceptable? I have been having problems with my internet service for over a month and all they did was credit my account $8. I had a total of 6 technician appointments. 2 of those were total no shows, no call, nothing. 4 of those were technicians who couldn't solve the problem. I work from home so not having the ability to send emails is completely unacceptable. The amount of disrespect that I've received from them is ridiculous. When I went to cancel my services, the woman said I can offer you a $100 credit- $50 on your bill this month and $50 on your bill next month. She said that an $8 credit was insulting. Funny how when you go to cancel your services they then want to make it right. Ended up denying the credit because the last thing I want to do is be an optimum customer.
4 years ago
Tuan Huynh The Bronx, NY
The only reason I am with them is because they are the sole provider in my area. Sales rep and technician gave contradicting information & forced me to pay more due to technicalities. Technician says my personal modem was not compatible, ended up being a lie and I had to pay for installation fee anyways, even though I had to set up my own modem afterwards. Then I was forced to spend an entire Saturday waiting in line to return their modem in store. Everyone in the store was upset at their service like I was. Reps were sitting behind bullet proof glass as if customers were prisoners trying to revolt. Called customer service to report and have been given the run around for 2 weeks now. Customer service did not want to deal with this issue of me being lied to and charged for something I did not need. I have been constantly told that their "supervisor will you give a call back"
5 years ago
Niko Rivera Elizabeth, NJ
OPTIMUM IS A SCAM! All they ever do is play with your service even if your connection strength is strong and usage is minimal! I cut my service off for this reason and they ended up calling me back after about 2 or 3 weeks offering me a deal that is NOT offered to the public. As i was fed up with them but this was a very strong attempt of customer service i accepted their offer which was 200mbps for $40 a month, including the $10 discount for having my own modem. Guess what when the technician came to set it up he told me with the new higher speed my modem wasn't good enough so i had to buy another one from optimum's arris website! I went ahead and did that. For months on end i had no issues whatsoever, 200mbps for just me, one person alone. All of a sudden the internet connection gets faulty after months of no problem! I called them and told them i'm done playing games either they will stop messing around with my connection or i will cancel and they decided to try giving me the run-arounds of "trouble-shooting" anyway and even had the audacity to attempt to set up a service call for $80 which would only be waived if the their technician came and decided the problem came from their end. I don't know WHO they thought they were fooling with that one. I'm sure other people have gotten those under the table deals that aren't offered to the public and if not, feel free to try it. Cut off your service and make it clear that 1] your fed up with their games and 2] you are dead serious you want nothing to do with them and will be boycotting them and letting other people know about the games they play with your money/service.
6 years ago
Review Source
Mallory
Optimum Online is an honest and trustworthy service provider to have. The have wonderful customer service and exceptional communication. We highly recommend to anyone shopping around.
2 years ago
Review Source
Stephen Thompson Tyler, TX
Suddenlink appears to now be re-branding as optimum in our area. Suddenlink’s customer service has been horrendous. Only time will tell if this will improve with the “re-branding “. Technicians that come to the house have been very helpful, but in person customer service at the office has been terrible, live chat and telephone customer service has varied from very poor to very excellent – totally dependent upon the representative that answers the chat or call.
2 years ago
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
1 year ago
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!!!
1 year ago
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.
1 year ago
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.
1 year ago
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.
1 year 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 year 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.
1 year 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.,
1 year 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.
1 year 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
1 year 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!!
1 year 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.
1 year 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!!!!
2 years ago
