Optimum Customer Service Issues

Account Number: 07[redacted]16-04-6 I am currently trying to get credit for my early termination fee from VIASTAT Inc., as previously agreed upon. In mid-[redacted], Optimum offered a contract that suited my needs, along with a $[redacted] credit for early termination. I accepted the $[redacted] buyout from AT&T for TV services, and my Optimum account was credited accordingly. However, after sending three faxes, the final statement from Optimum was that VIASTAT was not considered a competitor. This seemed questionable to me as, following the ever-increasing costs, I explored other internet service providers in my area and found VIASTAT to be a more cost-effective option. It's confusing to me how VIASTAT is not seen as a competitor to Optimum. It feels like a bait-and-switch situation. I trust that a reputable company like Optimum would not engage in such practices. Whenever I call, I encounter representatives who do not seem to understand my concerns. After contacting Retention & Promotions, I was advised to resubmit the Viastat bill and request a phone call response from Optimum. Upon doing so, I was informed that Viastat was not deemed a competitor, thus disqualifying me from the $[redacted].52 credit. This has left me puzzled. Could you please investigate Viastat's status as a competitor and provide an explanation if they are not considered one? Thank you for your assistance. - Marty

I contacted PC customer service on Feb. 6th, 20, regarding my issue with accessing the PC screen to download offers. The horizontal striped-bar keeps moving left to right as if it's loading the weekly offers, but this time, it gets stuck on this animation. I am using an Apple Computer with "Safari Version 10.1.1 ([redacted].2.4)." The Customer Service representative activated this week's offers over the phone for Feb. 6th/20 and assisted me in knowing what the offers are. I would appreciate an email once the issue is fixed on your end and hope for a quick resolution. Besides the problem on PC Optimum site, my computer is functioning normally. Thank you, M.

Last year, I agreed to use my credit card for processing my Optimum monthly bill payment in exchange for keeping the same rate for two years. However, my recent bill shows an increase of approximately $16.00 after only one year instead of the promised two years. I would like to return to the agreed rate of $[redacted].60 including all services, taxes, and fees, for my home with Cable TV, landline phone, and WiFi. My account number ends in 64-05. Thank you! - Ken G.

A technician visited my home and falsely claimed he couldn't install my service due to dog waste on the floor and my two small dogs. However, I have only two well-groomed 10-pound dogs (a poodle and a teddy bear) and my apartment is clean. My mother was present and can confirm this. The technician's number is [redacted], and he visited on 2/14/[redacted] around 4:50 pm. I expect an apology and accountability for his unfounded statement that delayed my service switch from fios to optimum. As my fios contract ends tomorrow, this situation is causing me stress. I plan to file an official complaint with optimum once I have the correct contact information.

I have been a customer for over 40 years. I recently encountered several issues with Optimum that I believe were handled poorly. Firstly, without any notice, my Music Choice was canceled and replaced with another item. Secondly, prices were raised without informing me. Additionally, I had problems with recorded programs in May and August [redacted], which your tech support was unable to fix. After a technician visited my home, it was determined that the issue was on Optimum's end. I then contacted the main office in Nassau County, who promised to follow up in 2 days. Subsequently, I received a bill for $80. Feeling frustrated after 40 years of being a loyal customer, I returned the equipment on February 17, [redacted]. I kindly request that my last bill be adjusted and the $80 charge be waived. Thank you.

I have been trying to resolve an issue with my father's phone and internet service for a year now. A technician visited in Oct or Nov [redacted], mentioning the need for external wiring repairs and a new box, but they never returned. Today, when I called to request a credit for the services not provided, I was informed it could only be done for the last 30 days after paying the bill. During my call, I faced multiple disconnections and spent two frustrating hours on the phone without a resolution. I have already reached out via email for assistance. It is critical to have the service working as my elderly father relies on it. I am eager to have this matter resolved promptly. You can contact me at [redacted]. Thank you.

Name: Frank Romano Address: [redacted] Saddle River Rd, U Saddle Rvr, NJ 07[redacted] Account Number: 07[redacted]63-02 Back in January, when I called to switch my phone service from Verizon to Canlevision, the representative didn't mention the $79 installation fee. Despite addressing this in a subsequent call, the charge appeared on my recent bill. After speaking to a rep named Daron, he removed the unauthorized $11.95 monthly "Cinemax" fee that was added without my consent. Daron was unable to honor the assurance made by a previous representative regarding the $79 charge and promised his supervisor, Kevin, would call within 25 minutes. Unfortunately, Kevin never followed up as promised.

Name: Frank Romano Address: [redacted] Saddle River Rd, U Saddle Rvr, NJ 07[redacted] Account Number: [redacted] I contacted customer service in January to switch my phone service from Verizon to Canlevision. The representative I spoke with seemed to be following a script and did not disclose a $79 installation fee. A follow-up call seemed to suggest this was a common issue, and I was ensured the charge would not appear on my bill. However, upon receiving my bill, the charge was included. In another call with a representative named "Daron" last night, he kindly removed the $11.95 monthly charge for "Cinemax," a service I never requested in my 28 years with Cablevision/Optimum. Despite his effort, he couldn't confirm the removal of the $79 installation fee as promised by the previous representative. I requested to speak with his supervisor, "Kevin," but, despite assurances of a callback within 25 minutes, Kevin did not reach out. I am eager to have the $79 installation charge removed promptly.

Subject: Billing Discrepancies with Optimum I am writing to address recent issues with my billing after switching my phone service from Verizon to Canlevision. I was not informed about a $79 installation charge during my initial call in January. Despite reassurances from a representative during a follow-up call, the charge appeared on my latest bill. Furthermore, a monthly charge for "Cinemax" was added without my consent, something I have never ordered in my 28 years with Cablevision/Optimum. I spoke to a representative named Daron who removed the Cinemax charge but did not honor the promise to waive the $79 installation fee. Despite assurances of contacting his supervisor, I never received a call from "Kevin" as promised. I am requesting Optimum to remove the erroneous $79 installation charge as it was not disclosed beforehand. Your prompt attention to this matter is greatly appreciated. Frank Romano [redacted] Saddle River Rd U Saddle Rvr, NJ 07[redacted] [redacted]

Hello, I noticed that my bill from Optima was unusually high, so I contacted their customer service and spoke to Louisa. I explained that I was charged an $80 service fee, but I never agreed to it when the technician visited. Louisa mentioned they would review the situation and have somebody contact me, but it has been 10 days, and I haven't heard from anyone. When I visited the Optimum store in Piscataway, the reps there, Teakeia and Apurva, were incredibly rude to me, which was quite upsetting. I informed Louisa that my wife and I have been loyal Optimum customers for approximately 25 years, and we are retired, relying on the promotional offers for affordability. After discussing this, she mentioned a new promotion that would lower my bill to $[redacted].97, but I never received the promised email. I'm seeking assistance in resolving this billing issue promptly. Thank you, Syed Lari

I ordered Atice from Optimum in October [redacted]. Initially, I visited the website, but my concerns were not addressed online, so I called and spoke with an agent. All my questions were answered, and I arranged for installation on two TVs with additional channels. Because I was told to pay upfront and had to wait until the end of the month, I rescheduled my appointment. Unfortunately, the technician left before I could meet them for the first appointment. Despite being reassured during the second appointment that they were running late, they never showed up. During the third appointment, the technician only had equipment for one TV instead of two. Despite multiple calls seeking clarification on the extra $40 charge and how to be refunded for the incomplete service, I received conflicting responses. After numerous attempts to speak with a supervisor, I was eventually contacted during my hospitalization but faced difficulties reconnecting with them later. Instead of a resolution, I received a call from a collection agency. Due to my health, I opted to focus on my recovery and deferred resolving the issue with Optimum until I was well again. The cable was disconnected when I began questioning the additional charges and incomplete installation.

I recently received a bill that covers the period of 3/8-4/7/[redacted]. However, I noticed that pages 1-2 belong to us, while the rest belongs to our neighbor, Mr. L. Notarcola, who lives at 31 Skyline Dr, Lakewood, NJ. It seems pages 3, 4, 5, and 6 of our bill are missing, and I'm wondering who received them. I also noticed that Mr. Notarcola pays $50 for services that we are being charged $94.99 for. Additionally, there seems to be discrepancies in the charges for OptimumOnline and Optimum [redacted] compared to what Mr. Notarcola pays. This sudden increase in charges is concerning, especially as senior citizens. We have tried calling customer service multiple times, but have not received any assistance. This bill is confusing, with missing pages and inconsistent explanations for the charges. We would appreciate receiving a complete, new bill for the specified period and hope for a clear and accurate statement next month with all senior citizen promotions applied.

After experiencing a week and a half without phone and wifi, a technician came to my home on February 18 and resolved the issue with the outside wires. I believe I am entitled to a credit for the service outage. Following a negative survey, I was contacted by the "Loyalty" Department on March 9. As a customer since [redacted], the representative offered to lower my bill to $[redacted].96. Despite being assured of an email confirmation, I have not received it yet. The representative provided a contact number, [redacted], in case of any issues, but I am hesitant to call as it could be a potential scam. I have tried reaching out but am now directed to online support. I wish to settle my current bill, but I have not seen any credit applied for the service disruption, and I am unsure of the amount due on my next bill.

I am extremely upset with your organization. In November of last year, I informed your company that I wanted to suspend the service in my house due to illness. Despite this request, I received a new bill every month. Unfortunately, my wife mistakenly paid the bill for a few months. I called repeatedly and spoke with your agents multiple times, requesting not to send any bills and to refund the payments. I had asked to suspend the service until I am able to go to Long Island ([redacted] Demarest Road, account number 07[redacted]82-02-2). Recently, I received another bill for $[redacted].59! It appears that your agents are not accurately recording my requests. In our last conversation, around February, I reiterated this issue several times and emphasized that my request should be connected to billing and other administrative matters. However, it seems my requests have not been processed. Please suspend the telephone, TV, and WiFi services until further notice as we have not used them since July [redacted]. Kindly refund the mistakenly made payments. Despite repeated calls and long waits on hold, I have been unable to get in touch.

I am experiencing technical difficulties with my mini box in the bedroom for the second time in a week and a half. Last time, it was resolved after three days, but this time it stopped working on Thursday night. I called on Friday, but after being disconnected while getting transferred, I haven't been able to reach anyone despite several attempts. I was informed via recording that I would receive a call back after waiting for over two hours, but I haven't heard back yet. I tried using live chat online but was directed here. I really need this issue fixed today as my roommate relies on the DVR to fall asleep. Due to my asthma, it's unsafe for me to go out and replace the box myself. Please send a replacement if this cannot be resolved promptly. Thank you.

I have been attempting to contact customer service since 3/30/20 to cancel my services. Despite being promised a callback within 2 hours, I waited over 6 hours only to be told the department handling cancellations was closed. After calling again at 9 am, I was informed I would receive a callback within 29 to 47 minutes. However, I was later told that the service would be shut down for maintenance. My billing cycle starts on 4/1/20, and if this is an attempt to charge me more, I will not pay for services beyond 3/31/20. If the issue is not resolved, I will escalate this matter to the Board of Public Utilities.

I have contacted multiple times and have reached my limit of frustration. On two occasions, I was promised a callback from a manager that never happened. Ignoring my inquiries will not make me give up. I received an $80 charge for missing an appointment even though the technician arrived at my home. Initially, I scheduled the service for after 3 p.m. due to work, and the customer service representative assured me of a call prior to their arrival. I need clarification on where in my contract it states I would be charged for a no-show. I adamantly refuse to pay for a missed appointment where the technician entered my house. I require a written explanation and evidence of this late fee charge rather than a no-show fee.

Dear Optimum Customer Service, I wanted to share my recent experience trying to cancel my subscription. On March 31, [redacted], I encountered several hurdles. When attempting to reach a representative by phone at [redacted], [redacted], and [redacted], I was directed to your online service without the option to speak with a person. Finally, after using the chat option, I was told to call [redacted]. Due to high call volumes, I was informed of a potential two-hour wait and scheduled a callback for 5 pm EST. Unfortunately, I did not receive the callback as of 6:10 pm. To document this process, I recorded my interactions for verification. I am hereby canceling my cable account, expecting my final bill to reflect this change. Please reach out if you require the recorded footage. Thank you, Michael Chad H. [redacted] MacDonough Street Brooklyn, NY [redacted] Cell: [redacted] Email: [redacted] Account Phone: [redacted]

I placed a request to place my three services at 88 Arrowhead Trail, New Canaan, CT, on Vacation Mode since November 16th, with a rate of $30.05 per month. Despite this, I have been receiving notices of higher balances, which I brought to Optimum's attention without resolution. To keep my account active, I made a payment of $30.05 over the phone today. Unfortunately, due to the pandemic, I am unable to return from Florida to Connecticut as planned because flights have been canceled. I am requesting that my services remain on Vacation Mode as I cannot afford to pay over $[redacted].00 a month for unused services while I am away. I urge Optimum to maintain my account on Vacation Mode at the agreed rate of $30.05 per month until I am able to return to Connecticut, a date that remains uncertain. Sincerely, Marlene G. Account No. 07[redacted]09-03-8

I am looking to speak with the Retention Department. The current promotions I have been receiving for the past year are ending soon, and due to my current circumstances, I cannot afford a significant increase in my bill. I have been attempting to contact the department for a week without success. Customer service representatives keep directing me to the Retention Department, but the long wait times make it challenging to get through. I urgently need to resolve this before my bill increases, as I cannot handle the higher cost at this time. Please reach out to me as soon as possible.