Optimum Customer Service Issues

Due to the COVID-19 pandemic, I unfortunately lost my job and could no longer afford my cable service. I reached out to Optimum in late March to cancel. Despite this, I was surprised to receive a $26.00 bill for "temporary service" this month. When I called to inquire, the representative, Beatriz, was unkind and insisted the bill was my responsibility. Despite explaining my situation, she declined to escalate the matter to a supervisor and insisted I find a way to pay. This lack of empathy and support during such a challenging time is disappointing. Dealing with Optimum's uncompassionate behavior has left me extremely frustrated. I will not be engaging with their services again and caution others considering Optimum/Altice to be wary of their poor customer service.

I traveled abroad from the U.S. on December 24 and switched my service to the seasonal rate. My plan was Triple Play. On February 12, I noticed a $[redacted] equipment charge on my bill. After speaking with Wilson from the Minneapolis office, he informed me it was a mistake as we were still using the two cable boxes. Our TV service was not canceled. However, upon returning on April 2, I realized we were not back on the Triple Play plan. I have been contacting Optimum daily since returning but only managed to speak with representatives twice, and my bill remains incorrect. Automated callbacks have only occurred twice. I pay my bill automatically and request a refund for the equipment charge error and the proper billing adjustment since April 2 to Triple Play. I can be reached at [redacted] or [redacted] for resolution. Thank you. - Girard or Karin McKenna - Acct 07[redacted]96-01-7 - [redacted] Newtown Road, Hampton Bays, NY [redacted]

I requested to transfer my billing statement to my brother, Juan Q., from mine, David Q., while keeping the mailing address the same. We were given confirmation number #[redacted] and informed to expect a reply within ten days by mail with the form enclosed for the change. Unfortunately, I have not received it. When I attempted to call about this issue, I was placed on a callback list but never received a response.

Unfortunately, one of my cable boxes went blank due to a power outage. Despite trying various troubleshooting steps like rebooting and following instructions from the website to press the volume buttons simultaneously, nothing has resolved the issue. When attempting to turn on the TV, a "no signal" message appears. I am now considering if I need a new box. As the Wappingers Falls store is closed, I am unsure of where to obtain a replacement.

My internet service keeps disconnecting frequently. I've contacted customer support multiple times, each call lasting over an hour, but no resolutions in two weeks. A technician came on April 12 and said the issue was from the pole into my house, unable to fix it. A truck was supposed to come on April 16 but was canceled, now rescheduled for April 24, leaving me without service for four weeks. This ongoing problem with my internet for the past year has escalated due to working from home.

Under the "Other Services" section, I noticed that the special discount for extra credit has been reduced by $20. I see that an effective date has been set for this change. As a loyal customer, I am disappointed with this additional charge. I have received many promotions offering significant rate discounts to new customers. Do I need to cancel my service and sign up again to take advantage of these offers? I tried calling customer service but I cannot wait for hours to speak to a representative. I would appreciate it if you could address my concerns. Thank you, Helen Bozeat.

My monthly bill saw an unexpected increase of about fourteen dollars since March without any prior notification. In January, my services were disrupted thrice for an hour each time. February was worse with system outages lasting three to four hours, happening at least four times. Frustrated by the rising bill and poor service, I wrote a letter on March 7th to Altice USA in Jericho, NY as per the bill's instructions. Two weeks later, I was promised a bill reduction and reimbursement in appreciation of my loyalty as a customer. However, on the evening of 4/22/20, I faced service interruption. Today, I received the new bill dated 4/24/20, only to find no adjustments or refunds made. Everything remains unresolved. If this issue persists, I may need to switch to a different service provider. - Christine P. [redacted]

I recently opened a new account scheduled to start on May 1st. I confirmed my service appointment with an agent who advised me to pay in advance. I planned to use my own modem from a previous Optimum account at the same address, as my roommate had the modem. The technician arrived and mentioned everything was already set up; I just needed to activate the modem over the phone. Despite this, the agent later informed me to contact customer service for activation. I faced long wait times and was unable to reach a live person. However, while trying to follow the automated voice instructions, I encountered issues logging in without a password. After various unsuccessful attempts to reset the password and engage in a chat conversation, I found Optimum's support lacking. I am considering disputing the initial charge with my bank as I require a refund and wish to cancel my account due to the challenges I faced with their customer service.

I had an account with Suddenlink at 20 Chino Trail Sedona, AZ [redacted] for nearly 6 years, which included internet and phone services. I contacted Suddenlink to cancel my services as I was moving, requesting the disconnection to be effective by the end of February. Despite my service being cut off on Feb. 1st, I faced delays in having them reinstated. I am a Senior Systems Engineer for the Boeing Space Program and rely on these services for my work. I paid my bills through ezpay and settled my February bill in January. Unfortunately, Suddenlink created a second account without my consent, resulting in double billing and a total of 30 calls to resolve the issue. Despite numerous attempts, the matter remains unresolved, and my account has been handed over to Credit Control. I returned my phone modem to their office on Feb. 28th, settling any outstanding balance. The inefficiency I have experienced is frustrating, and I seek assistance in finding a resolution.

I've experienced a service interruption where channels stop working for about a minute, then the screen goes blank with an alert saying the channel is unavailable. After contacting customer service twice and having my box rebooted, a live tech informed me of a cable outage in my area that has been ongoing for nearly two hours. I am surprised because in the past, we would receive notifications of outages. Can anyone confirm the accuracy of the tech's information and provide an estimated time for the service to resume? This recent customer service experience is disappointing.

I have a record of my payments from October to March 30. In the latest bill, there is a discrepancy as it should show around $[redacted] due to a Covid-related credit until May that I was informed about. However, the bill reflects $[redacted] instead, which is confusing and excessive. As a person on disability and with my husband's work impacted by Covid, this large amount is unmanageable, especially since I had confirmed the expected bill amount by phone previously. The sudden increase is unjustified, and I would appreciate a review of my documented payments to address this issue promptly. I hope to resolve this before my financial situation worsens. Your assistance in clarifying this matter is urgently needed, as I am currently unable to afford such a significant increase in my bill.

Subject: Credit Due for Account # [redacted]80-01-4 Dear Sir/Madam, I am writing to address the $8.60 credit that was promised to me for the TV service disruption experienced from December 13 to December 27, [redacted]. Despite multiple assurances from Optimum representatives, including Jose and Sarah, the credit has not been applied to my account as promised. I have made several inquiries and efforts to resolve this issue, but the credit has not appeared on my bill for February, March, or April as indicated. To ensure the credit was accounted for, I submitted my April payment of $[redacted].69, including the $8.60 credit, and sent a detailed letter outlining my interactions with your staff regarding this matter. I am disappointed to find that the May bill now reflects that the $8.60 credit is still outstanding. I urge you to review the history of our calls regarding the service disruption and promptly apply the credit as promised. Thank you for your attention to this unresolved issue. Sincerely, C.C. 38 Dorethy Road Redding, CT [redacted]

I received an unsolicited cable modem after upgrading my home internet plan. I already own a modem that I prefer to use. Despite attempting to use my personal modem, I am not receiving internet connectivity. Should I provide the MAC address of my preferred modem for assistance?

I am extremely dissatisfied with the service I have received in the past two days. I phoned to set up new services but am unhappy with the plan they enrolled me in. When I tried to call back later to change the plan, I was on hold for over an hour. The representative, Chris, was unhelpful and when I asked for a manager or supervisor, Chris stated that one would call me back within 24 hours. I never received a call back. Today, I called again and waited hours for a call back from the automated center. Finally, when I did get a call back, I was transferred to sales, which was closed, resulting in the automated system hanging up on me. I am incredibly frustrated and just want to speak to someone who can assist me in setting up the services correctly before my appointment on Monday.

We just purchased a row house in Brooklyn and need cable installation. A technician assessed that a cable line needs to be laid from the nearest pole to our building. Unfortunately, our neighbor's permission is pending due to the pandemic, so we are exploring an M-1 cable box installation. Optimum confirmed the order pending management approval. They are expected to reach out within 24 hours, but it has now been 4 days without an update. Reliable internet is crucial for my work-from-home situation, so we are anxious for a clear timeline on when we can expect the service to be set up.

As an essential worker, a psychologist relying on internet sessions with patients, it's essential for me to maintain a stable internet connection. Since January, I've experienced connectivity issues due to recent construction work and returning from a winter break. This inconsistency is concerning especially when dealing with critical cases like suicidal patients. I've faced disconnections during sessions, prompting urgency in resolving these internet disruptions. Seeking assistance, I attempted reaching out for support, enduring long wait times on the phone with no luck. I am in dire need of reliable connectivity to continue providing crucial services. Please advise on how to escalate this matter to a supervisor promptly. Thank you.

On March 14, [redacted], a service technician visited our home to repair the DVR in our basement. Although he fixed the issue inside, he mentioned that someone needed to come to fix or replace the box on the pole in our backyard. Unfortunately, no one came, so we had to call again. Recently, on April 15th, another service person came and resolved the DVR problem, mentioning that he would place an order to replace the box on the pole. Surprisingly, we were charged for the initial visit on 3/14 despite being informed there would be no charge as the issue was Optimum's fault. Our bill for May 30th still shows a charge of $89.22, which we are disputing. We plan to pay $[redacted].15 for 5/30/20 and expect this issue to be resolved promptly. We prefer consistent billing amounts each month and hope to avoid surprises on our bill. Thank you.

There was an outage in Morganville, New Jersey that impacted Optimum, Verizon, and JCP&L. I contacted customer service three times for assistance, but the issue could not be resolved remotely. They scheduled a technician to visit my home, assuring me there would be no charge. However, I noticed an $80.00 service call fee on my recent bill. The technician adjusted the picture but confirmed there should be no charge. Therefore, I am formally requesting the removal of this charge from my account. The account number is 07[redacted]40-06-2. Thank you for your prompt attention to this matter.

I spoke to your agent on 3/26/[redacted] informing her that as a senior over 75 years old with a second home in FL, I needed to stay in FL due to the Covid-19 situation in NY. She agreed to extend my season rate of $24.50 for an additional 6 months. However, I received a bill yesterday for $74.78, which is incorrect. I request my bill to be credited and adjusted to the agreed rate of $24.50 for the next 6 months. My account number is 07[redacted]83-01-7. Despite calling your office multiple times, I keep getting put on hold and disconnected by the agents. Please resolve this issue promptly and confirm once it's corrected. Thank you. - D.N.

I've been struggling to log into my account for weeks, unable to change my password. Each time I try, I get hit with an "internal service error" notification, and then I'm told the new password and confirmation password don't match, no matter what I do. I've attempted this numerous times, spending long periods on the phone with customer support only to be told there's nothing they can do or that I must be making a mistake. I have evidence in the form of screenshots and video recordings to prove otherwise. I also tried using live chat, but have been waiting over 15 minutes for a response from the agent. I seek a resolution to this issue and am willing to provide receipts if needed.