Optimum Customer Service Issues

I am reaching out about Altice Mobile service. As an Altice Mobile customer, I have been attempting to acquire a phone for a SIM card with Altice Mobile for the past two days. Unfortunately, I have not received assistance from anyone at Altice. I am on the verge of contacting the Better Business Bureau and others if I do not connect with someone who can assist me. Being a disabled veteran, I walked three miles under the sun to a store I was directed to by Altice, only to be informed they do not provide the service I require. I am in urgent need of speaking to a representative who can address my concerns.

My cable boxes keep freezing and I need to unplug them to reboot, which takes about 5-6 minutes each time. Optimum aired a Peekskill town hall meeting instead of my channels on June 29th, freezing my screens for about 2 hours. I tried calling customer service but was hung up on three times after being on hold for over 2 hours. It was frustrating because they couldn't resolve the issue they caused.

I experienced inconsistent service at my home from Sunday, June 28 through yesterday, July 8 when my cable was finally fixed. During this time, I had to cancel and reschedule appointments due to the service going on and off. Despite efforts like power cycling, Optimum's remote corrections, and a technician visit on July 1, the issue persisted until a new cable representative found and replaced an old external splitter yesterday. Although the problem is resolved now, I am seeking a refund for the TV service downtime between June 28 and July 8. I believe it's unfair to pay for a service that was not consistently available during that time. My account number is [redacted]. The account is under the names Lori Escallier and Kenneth Budd. Thank you for your attention to this matter. Sincerely, Ken Budd/Lori Escallier

On May 26, [redacted], I received a call from Optimum offering an upgrade to 1000mbps internet speed for $79.99 per month. I agreed, and the service was supposed to begin on 6/1/20 with a technician scheduled for 6/2/[redacted]. However, the technician did not show up. After calling customer service and speaking to a representative, who was unable to assist, I requested a supervisor but never received a callback. Optimum claims to have no record of the sales call, which is worrying as the caller knew my address and account details. I would like to receive the package as offered during the call at the agreed price. If Optimum cannot verify the call, I am concerned about a potential data breach. I await your prompt response, or else I will consider escalating this issue on social media. Thank you.

In April, a technician visited my house to address our service issue. Despite his brief and unpleasant visit, he suggested a new router cable, which did not resolve the problem. Subsequent appointments and an explanation about service priorities at the end of the block left me dissatisfied, especially considering the high prices. Finally, on the third attempt, a different technician fixed the issue by changing the fittings, revealing water leakage. Yet, I was still charged $80 for a service not properly completed by the initial technician. Numerous calls with promises of a review left me frustrated, with the charge still on my bill along with a $10 late fee. Even after being abruptly told it was too late to dispute the charge, I remain unsettled. The inconvenience was significant, especially during my college-age kids' finals amid the pandemic when they had to go elsewhere for internet access. I value your assistance in resolving this matter. Thank you. - K. Metz

On June 19th, we had a service technician come to install a new cable line for our relocated TV. The installer did a great job with the TV setup. However, the following day, we realized our phone number, [redacted], could make outgoing calls but not receive any. After several unsuccessful attempts to contact customer service, our daughter eventually helped us schedule a technician visit a week ago. The technician, named Christian, efficiently replaced the new modem installed previously and confirmed the issue was at the main terminal. He assured us that Optimum would call within an hour to confirm the problem was fixed, but we never received that call. Regrettably, we are still unable to receive incoming calls. We kindly request a swift resolution to this matter. Thank you. - Mary P.

To Whom It May Concern, We had Optimum installed on February 25, [redacted], with a promotion offering a discount on disconnecting from our previous provider. We were expecting a $65 charge credit, as well as a $[redacted] Amazon gift card, neither of which we have received to date. Despite numerous calls to customer service, spending almost an hour each time, the issue has not been resolved. Most recently, I was advised to contact Amazon directly, only to find out they have no record of the gift card. We were also requested to provide copies of our last 3 bills from the previous provider to prove the termination fee, but this information was already sent back in February. This level of service is unacceptable, and we are still waiting for a clear explanation as to why our installation promotion is not being honored. There have been incorrect claims of our bill being delinquent, which was a result of data entry errors on your end. We have always maintained automatic payment withdrawal, and after addressing the issue with the bank, all payments are up to date. Please rectify the situation by crediting our account $65 and contacting Amazon to ensure we receive our $[redacted] gift card as promised. Thank you. Best regards, Charles and Ann Marsh

I contacted Optimum on 6/23/20 regarding a phone problem fluctuating. Initially, I suspected an issue with the modem, so I relocated the cable boxes which subsequently malfunctioned. The representative mentioned the inability to reset the old boxes and arranged for new ones to be sent via mail. An email notification confirmed the shipment of the boxes, but they were mistakenly sent to an outdated address, with charges incurred. Upon addressing this on 6/27/20, I highlighted the loss of TV service on two boxes. A technician visit was scheduled for 6/30/20 without mention of any costs. Despite enrolling in a protection plan since [redacted], I discovered on my bill for the period 7/8/-8/7/20 an excess charge of $80. Mr. Kaled assisted on 7/10/20, initiating a dispute for the overcharge totaling $[redacted].86 comprising $55.00 and $5.86. Subsequently, I was informed that all of these amounts must be settled, emphasizing unnecessary fees for unreceived boxes and technician visits despite prior subscription payments. As a senior on fixed income, this situation is a financial strain.

I received an erroneous bill for a missed service call that I did not miss. I waited from 11-2 on July 5 for the service person who never arrived. When I called Optimum to inquire about the service person's whereabouts, I was provided with a phone number associated with my account that was completely incorrect. This phone number is unfamiliar to me and not one I would have provided while waiting at home. It seems the service person contacted the wrong number and went to the wrong location. I believe it is unfair to charge me for this mistake especially when my correct phone number is on file. If you were to ask the service person for a photo of the home they visited, it would not match mine. I request that this incorrect charge be removed from my current bill as it is unjust and not my responsibility.

We experienced issues with our TV service starting in early June. Despite multiple technician visits and a trip to an Optimum store for the correct TV card, our problems were mostly resolved, but our service costs kept changing. We received various emails in June with different prices, causing confusion. After contacting billing and retention, we were told conflicting amounts. Despite paying what we were advised, our bill remains in error, with a balance of over $76. When reaching out to billing for assistance, we have faced difficulties in getting a resolution or speaking to a supervisor. The lack of communication and follow-up from the company is frustrating, and we are seeking a human touch to help resolve the billing discrepancies promptly.

I had a service appointment scheduled yesterday from 2-5 pm, but no technician showed up. Optimum rescheduled for 5-8 pm, but again, no one arrived. They promised a new appointment for today between 8-11 am, but it doesn't look like it was ever scheduled. After calling Optimum, they informed me the earliest availability is on Monday. I agreed, and the service representative supposed to schedule it asked me to wait. After waiting for 30 minutes on hold, he never returned. I eventually had to hang up. Additionally, I requested the cancellation of my DVR Plus subscription, but the call was disconnected before the agent confirmed.

I am LaKeya Smith and I want to address a service charge issue. Despite cancelling a service, I was billed $80. Optimum's records claim I cancelled at the door which I dispute. I cancelled over the phone, not at my door. I find it illogical to wait until the technician arrives to cancel. How can I ensure the technician accurately recorded the cancellation? I've been with Optimum for 20 years without billing issues. I'm dissatisfied with the lack of support from Gabrielle, who insisted the charge stands. I've rarely needed technicians in recent years. Considering my long loyalty, I expect fair treatment regarding this charge error. I hope for your assistance in resolving this matter promptly. Thank you for your attention. Thanks, LaKeya Smith

I had scheduled a service call today for my Line 2, which was not working ([redacted]). The technician, Howard AKEEM ([redacted]), was very courteous, but unfortunately, the issue with my phone was not resolved. After he left, I noticed the problem persisted. When I tried to reach him, he had already left. My Line 2 is still not operational, and now Line 1 ([redacted]) is giving a fax signal when answered. This is distressing as my husband is in rehab on a ventilator, and I had to miss seeing him today due to the repair appointment. I urgently need a functional phone to receive updates about his condition. I am available at home tomorrow from 9 AM to 11:30 AM and requesting a prompt appointment for repair during that time.

I am experiencing a billing issue with my account # 07[redacted]54-14-4. My dispute was escalated to a manager yesterday with the promise of a call back within 24 hours, however, I have not received one. Trying to follow up, I called three times this morning only to be either disconnected or informed that due to high call volume, my call could not be taken. Currently, I have been on hold for over 40 minutes. I request a callback at the number provided: [redacted]. I was supposed to receive special pricing that I could not access online due to technical issues with your site. Despite assurances from customer service, my bill includes charges for Optimum [redacted] (which I should have received at internet pricing), a service protection plan, and a regional sports package that I did not request. The $32.12 prior balance on the account is linked to this error. I am extremely dissatisfied with the customer service and may consider canceling if this matter is not resolved promptly. The prolonged hold time of 40 minutes is unacceptable. Thank you. - Phil M.

I called initially at 8:52, but the office would not open until 9am. When I called back at 9:04, I had to leave my number and I am still waiting for a callback at 10:12. Communicating with a live person has been extremely difficult, annoying, and time-consuming. Spending my day off waiting to speak with someone is truly frustrating. I am calling about my recent bill of $[redacted].96, which has increased without my prior knowledge. I am considering discontinuing my service with Optimum due to these sudden price hikes. Despite having only 1 box, no DVR, a Basic plan, and the Hallmark channel, the costs have become unmanageable. After being a long-time customer, I am disappointed by the steep increases and the poor customer service experience. I have found a more affordable option with another provider and am considering switching, but I wanted to discuss this matter with someone at Optimum first.

I have been trying to contact customer service since Monday. My service was disconnected due to a failed payment. To reconnect, I paid $[redacted] for a $70 monthly WiFi service, but it hasn't been restored despite assurances. Today, after six calls with long waits and inconsistent information, I was told I needed to pay an extra $86 to reconnect - $27, a $59 fee, and an advance month's payment. The representative was unhelpful and mentioned a new higher rate of $[redacted]/month for 200mbps only. When I asked for a supervisor, I was told he was the supervisor. It's frustrating that after paying the outstanding amount, they are still charging me more and offering unrelated services. The lack of consideration during these difficult times is disappointing. My family, including three kids, has been without internet for over a week despite paying what was owed.

I am inquiring about my cable TV service at my home. My telephone number for that account is [redacted]. I returned a cable box to Optimum at a Bronx location near Soundview Ave and E. Tremont Ave on Friday, July 24th. I spoke to Crystal about adding Hallmark channels [redacted] and [redacted] to my Economy package and was told it would incur an additional $35. Crystal suggested I switch to the Basic package and upgrade to Select online. However, due to busy phone lines, I can't reach Optimum. Please return my TV, internet, and cable service to the Economy package so I can enjoy channels 41, 42, [redacted], and [redacted] promptly. I have no movie channels and want Ch 41 back as soon as possible. Please restore my Cable triple play package to the Economy package where I get channels 41, 42, [redacted], and [redacted]. Thank you. I can only be reached via my home telephone number [redacted]. If I am unavailable, please leave a message regarding the restoration of my Economy package. Thank you for your attention and cooperation. Please also provide information about ALTICE mobile phone service as I need a new cellphone. Thank you. Take care and stay well. Peace. Regards, Charlotte F.

I was unexpectedly billed $80 for a service I was told would be free by the service technician. Despite canceling my appointment an hour in advance, he arrived and insisted on checking our fix. Both I and my daughter informed him it was resolved, and he assured us there would be no charge. However, upon leaving, I noticed he made adjustments outside. Despite my objection to any additional fees, I am now facing interest charges on the $80. I've contacted customer support multiple times but have been unable to speak with a supervisor or anyone in the USA. After spending 1.25 hours on the phone today with four different representatives, I was still not connected to a supervisor and had to disconnect the call myself. This level of service is extremely frustrating. Please address this matter promptly. Sincerely, Fred & Shelley Rosenfeld

I am Tobi S. My mother, Flora S., pays for both our Optimum accounts. Despite having a credit balance, a charge of $[redacted].58 appeared on my mother's bill this month. Unfortunately, my phone and my mother's are suspended, so please contact her at [redacted] or [redacted]. It seems this charge was wrongly added. We have struggled to resolve this issue with your company, dedicating countless hours without a resolution. Any assistance in rectifying this error for my mother would be greatly appreciated. Disappointingly, promises made last month regarding a $[redacted].90 credit were unfulfilled, and we are still awaiting the resolution of the $[redacted].58 charge. We urge you to assist us in resolving these matters. Your poor treatment of clients has made this process even more challenging. We are eager to discuss this further with you. Thank you.

I have 4 cable boxes, one of which was defective. I brought it to Nyack, NY and was informed a new box would be shipped to me. Upon receiving it, I sent back the defective box as instructed, with the assurance that I would not be charged for a replacement. However, I noticed on my recent bill that I am being charged for a 5th box. I seek an adjustment for the extra $11 plus tax. Additionally, I would like guidance on canceling my TV service and knowing the new cost for internet and phone only. I am considering switching to streaming due to the high cost of your services. Thank you. - Martha S.