Optimum Customer Service Issues

August 1, [redacted] Mr. Hakim Boubazine Co-President/COO Altice USA [redacted] S. Val Vista Dr. Suite [redacted] Mesa, Arizona, [redacted] Dear Sir, I have spoken with at least 16 service personnel who seem incompetent and lack knowledge about how to assist. Approximately 40% of our calls have been abruptly ended by your representatives. I have encountered difficulties understanding the majority of the 16 individuals since English is not their first language. On several occasions, we have had to endure hold times of up to one hour just to speak with someone. Despite being assured on 12 separate occasions that our issue would be escalated and we would receive a callback within 24-48 hours, this has never occurred. It is evident we are highly dissatisfied, as even as of noon on Saturday, August 1, we are still unable to send or receive emails. The error message received is "Windows Live Mail error 0x800c013e - a server error." After spending close to 36 hours seeking assistance from Optimum since July 20th, we feel compelled to seek legal counsel to request compensation for the time lost and business disruption caused by the email access issue. Sincerely, Mike & Anne N. 48 Glen Ridge Road Wilton, CT [redacted]

I cancelled my plan back in June and returned the equipment by mail. After receiving and paying a credit bill for June, I was surprised to see a bill for $23 in July, which I also paid. However, now I have received another bill for August. Each time I call, I wait 40-60 minutes only to be told they can't access the bill screen to help me. Dealing with such incompetence is frustrating. While in Florida for the past few months, I planned to renew my cable with Optimum when I returned to NY, but after this experience, I will not. I intend to share my negative experience with my friends to caution them against using this cable company. I am currently on hold via cell phone for 20 minutes, waiting to speak with a customer service representative.

On 5/27/[redacted], I was charged for a Service Appointment that my daughter cancelled shortly after the service was reconnected. Despite being a loyal customer for nearly four decades, we were not informed about a possible charge for missing the appointment, which we find misleading. I wish to have the $80.00 charge removed promptly. Moreover, we were billed on 5/06/20 for the movie "The Joker," which no one in our household watched or ordered. I raised this concern with a representative named Shea or Shee Shevezz, although the call quality was poor. She assured me it would be resolved, but the $80.00 and $5.99 charges remain on my account. I have been trying to reach out several times, facing long wait times of 45 minutes. Despite requesting a call back at 11:45am, I waited until after 1pm without receiving any response. I would appreciate a prompt resolution to these billing issues.

I've been with Optimum for a long time. When I asked about upgrading to Altice, they quoted me $5 per month per box. However, my recent bill is now $[redacted] a month, much more than the $[redacted] I was paying. I have internet, home phone, cable, and Altice Mobile. I'm feeling frustrated and confused about this sudden increase. I've always been a loyal and prompt paying customer. I'm considering going back to Optimum if this issue isn't resolved.

I need to cancel services for my stepfather, Henri A., who passed away on April 11 due to COVID-19. He resided at [redacted] Harvest Commons in Westport, CT [redacted]. The Optimum account was initially under the name of Sandra B. K., my late mother who passed in [redacted]. The Optimum account number is 07[redacted]01-03-9. Mr. A.'s email was [redacted] The services to be canceled are Optimum Value (TV), Optimum [redacted] (Internet), and Optimum Voice (Phone). I currently own the condominium in Westport and it is set to be sold on August 10. I reside in MA. Kindly contact me to complete the cancellation process for the services and the account. Thank you.

Yesterday, I contacted Tech Support to fix my telephone service. The representative explained that I needed a service call for $80.00. She suggested a "protection plan" for $7.99 per month to avoid the charge, cancelable after 6 months with a $25.00 fee before the period ends. Today, I called again, and my phone was fixed in under 10 minutes. I want to cancel the "protection plan" agreed upon less than 24 hours ago. Kindly reach me at [redacted]. Thank you.

I reside in Valley Stream, Long Island and have been without TV, Internet, or phone service since Friday night. Attempted to contact Optimum several times on Saturday without success. I engaged in a direct message with an automated system that directed me to a representative who never connected. Optimum appears quick to collect payments but is unresponsive when issues arise. Adding to the frustration, my bill increased by $20 per month without prior notice. I plan to terminate my Optimum services promptly. Despite being a long-time customer, I find their pricing and customer service to be extremely poor. There should be significant consequences for this company and its leadership.

I haven't had service since Friday evening due to the storm. There are no updates about when it will be restored, and customer service just tells me to be patient and then hangs up. It would really help if they could provide occasional updates, even if it's bad news. This way, customers would at least know what to expect rather than just feeling frustrated and waiting indefinitely.

Subject: Inquiry Regarding Optimum Service Outage To the Concerned Party, I am writing to address the service disruption I experienced due to last week's Hurricane, impacting my Optimum TV, telephone, and internet services for four days. Despite my attempts to contact customer service on August 6, [redacted], and subsequent follow-up by Martha from your company on August 7th, the resolution process took longer than expected. The technician finally arrived at my home on August 10th to repair the drooping wire causing the service outage. In light of the prolonged service disruption, Martha assured me of a credit on my bill. She provided a Ticket Number: DSTX-[redacted]8, and instructed me to contact Customer Service post-repair to claim the credit. Regrettably, my attempts to reach Customer Service by phone were unsuccessful, leading me to resort to this written communication. I am hopeful for a prompt and satisfactory resolution to this matter. Thank you for your attention. Best regards, Jean R. L. 27 Westminster Lane West Islip, NY [redacted]

I find the 69-minute wait time completely unacceptable. Every time I attempt to speak with a representative, the system guides me through troubleshooting steps like rebooting, wasting time unnecessarily. I just want to ask a couple of questions. If I eliminate my cable box and directly connect the cable to the TV, what channels will I lose? Is there a channel lineup available that I can view or print without needing a microscope? The current one I printed has text that is too small, even with 1.5x readers. These are simple queries, yet I have already spent 20 minutes trying to get answers. Your system insists on troubleshooting all my boxes before allowing me to hold for over an hour to speak with someone. My cable bill is exorbitant for a household of two where we only watch TV a few hours daily. I may need to explore other options as the Altice company's apparent greed is driving me away from the cable TV market.

I turned on the TV and cable box, but the screen displayed "no signal." The cable box was set to channel 12, and attempts to change the channel or turn it off were unsuccessful. After unplugging and plugging it back in, the cable box remains unresponsive, with no lights on, and does not work with the remote. I've tried contacting Cable Vision, but couldn't reach a live person, and their remote assistance was unsuccessful. A service call is needed urgently to address this issue.

I have had ongoing issues with my internet and phone service, despite multiple visits from technicians. Initially, the problem was incorrectly identified as a modem issue, which led to unnecessary costs on my end for a program. Subsequent troubleshooting attempts were ineffective, and although a splitter was eventually installed, the promised rewiring was not done as scheduled. After a missed appointment due to a hot spot designation, my bill has increased, and attempts to address this resulted in being hung up on and directed to a non-responsive department. This experience is disappointing, especially considering my long-standing loyalty. Furthermore, I am having difficulty with blocked numbers and email communication, exacerbating the frustration caused by frequent internet and phone outages. I am eagerly awaiting a resolution or will have to consider switching to Verizon.

My landline keeps cutting out during calls, both incoming and outgoing. A technician visited on August 13th and tested the line outside, which seemed fine. After contacting support on the 17th to check the modem, the issue persists. Today, on the 18th, a representative experienced the problem during our call, acknowledging the issue. Unfortunately, the earliest service appointment available is on Sunday, which is not satisfactory. I'm considering switching back to Verizon due to this service delay. Is it possible to have someone come before Sunday? I work part-time for a travel agency, and these interruptions are causing significant difficulties when speaking with clients or tour operators. Please check if earlier service is possible. It's been challenging dealing with this outage for 6 days now. Thank you. - M.D.

I am reaching out regarding an issue with my Optimum bill. Last month, I noticed a significant increase in my bill where Optimum charged me $[redacted] instead of the usual $69 for my [redacted] mbps service. The higher charge was due to a visit from a technician who had to resolve equipment problems. I explained the situation to the billing department, and they assured me that a manager would contact me promptly. However, it has been two weeks, and I am yet to receive any response. Unfortunately, the long waiting times when calling customer service have made it challenging for me to follow up on this matter. I kindly request a refund for the excess amount that was charged or to speak directly with the manager in charge to address this issue promptly. Your assistance in resolving this matter swiftly would be greatly appreciated. Thank you.

I have been a Cablevision-Optimum customer for over 20 years. Today, I experienced frustrating issues with my service. Despite contacting customer support multiple times on 8/20/20, I have been disconnected 3 or 4 times. The associates I spoke to had heavy accents making it challenging to understand them. I am currently being billed for cable boxes that I have not even hooked up since I am unable to do so myself due to being 77 years old and in quarantine. I tried to explain this situation to them with no success. Feeling helpless after repeated disconnections, I am reaching out here for assistance. Thank you for your help.

I have a cable wire in my yard from a neighbor's tree that caused a power outage. Optimum, Verizon, and PSEG have all been involved, but no one has taken responsibility for the communication bundle wires. I need someone to address this issue quickly. I have contacted local authorities and have legal representation. I expect a response and resolution since we rely on your services.

For the past week, I've been attempting to settle my bill and have a $10 late fee waived. Despite calling five times, I was kept on hold for extended periods waiting for assistance. I scheduled calls three times, but unfortunately missed them. The customer service experience has been incredibly frustrating and disappointing! I've always paid on time, yet was hit with a $10 late fee. I aim to pay the $[redacted].56 bill due on the 29th. I did have a discussion with a representative, however, we were unable to process the payment or address the fee. Regrettably, we got disconnected. Spending three hours just to pay a bill is unreasonable. I'm at a loss for what else to do!

I am experiencing intermittent pixelation issues on my TV, making it difficult to watch. The problem occurs sporadically throughout the day, especially in the evening, but can happen at any time. The picture and sound frequently break up for a few seconds or become unwatchable for extended periods. Despite contacting Optimum multiple times, the remote reboots have not fixed the problem. I had to cancel a technician visit last week due to a conflicting appointment. I end up switching to streaming services to avoid interruptions, but since I pay for cable, I expect a reliable service. I am requesting a service appointment to address this issue. -Francis C.

I previously had Optimum but had to cancel due to a flood in my house. Upon re-signing for the service, I was quoted a fixed rate for $[redacted] for 2 boxes, DVR, and second-level channels. However, my bill exceeded $[redacted], and one box was incorrectly placed. Despite contacting a supervisor named Malcolm from NJ for assistance, he has not responded since instructing me to wait for a storm to pass. The unresolved billing issue and setup problem are pushing me to consider canceling the service again. I am looking to connect with a more experienced representative to address these issues promptly.

I recently had to cancel and then reactivate my account with Optimum due to a flooding incident. I signed up for the "price for life" deal ($[redacted]) for two boxes, DVR, extended channels, Showtime, Encore, etc., but I am facing issues with the setup. Despite promises from a supervisor named Malcolm, the second box remains uninstalled for over a month. Additionally, I am receiving bills exceeding our agreed amount, possibly due to confusion with my old account. I am seeking assistance from a long-term supervisor who can remedy these problems as I have experienced difficulties communicating with customer service. If these issues persist, I may consider canceling my service with Optimum.