Optimum Customer Service Issues

Several months ago, I upgraded to a 1 gig internet plan with a new modem, the Ebee [redacted], which also functions as a router. Despite already owning a high-end router, the Netgear RAX [redacted], I discovered that it is possible to use my own router if Optimum configures it accordingly. I am requesting that Optimum places the Ebee [redacted] in bridge mode to disable its WiFi function so I can connect my RAX [redacted] router. Usually, Optimum requires a technician visit for such requests, but I believe it can be done without one. This request may need to be handled by a level 2 technician, as not all of them may be familiar with this process. I would appreciate it if you could assist me with this.

I am looking for assistance in disputing a bill that includes a $90 charge for an additional service call. Due to the poor service experienced, we had to have a technician visit twice. The first technician replaced the modem, and the second one replaced the router which we are leasing from the company. The scheduling process was inconvenient, with a wide timeframe given for the second appointment. I am requesting the removal of the $90 charge, a refund for the time the service was down, and to be taken off auto-pay. I have already made arrangements to switch providers after a long tenure with the current one. The alternative provider offers better pricing and additional perks. I have also initiated a dispute with my credit card company. Your customer service representatives seem restricted in their ability to address concerns effectively. Sincerely, S.A. Martin 3 Lee Street Huntington, NY [redacted]

I am experiencing billing issues. I was charged $80 for a Missed Service Charge despite not receiving a call from the Technician on August 19th as promised by Customer Service. My TV service problems began on July 20th and required multiple visits from Technicians. The $2.99 charge for a WiFi extender was not supposed to be on my bill. I requested adjustments from July 20th to August 27th due to limited channel access and asked for the removal of the $2.99 charge and the $80 fee for the missed appointment. I have faced several issues since switching to Optimum Altice, causing inconvenience. If these concerns are not addressed, I will proceed to file a complaint with the NY Public Service Commission. I am eagerly awaiting your response.

I am disappointed with Optimum for persuading me to sign up for their services with the promise of an Amazon gift card back in February, which I never received. It seems like a sales tactic to lure in customers with gifts they never intend to provide. This lack of follow-through is unprofessional and has left me feeling frustrated. Optimum should have honored their commitment regardless of my bill payment timeline. As a returning customer, I expected better treatment. My experience with Optimum has been quite upsetting.

Hello, Please forward this email to the appropriate person who can address my issue. Thank you. I recently contacted customer service and spoke with a representative named Abagail, who was unable to resolve my problem. She assured me that a supervisor would contact me, but to date, I have not received any follow-up communication. It has been a week since our conversation. I shipped back all the equipment via FedEx, dropped it off at Walgreens, and the items were received at your Edison office on 7/6. To my surprise, I received a collection letter from an agency claiming that I failed to return the equipment. As a loyal customer with a spotless payment history, I feel disrespected that my name was sent to collections without any prior notification from your company. I have terminated my service, settled my account entirely, and returned all equipment due to the lack of coverage at my new address. I respectfully request that my records be cleared, ensuring no negative remarks are on file. My relationship with your company should reflect an outstanding status. Additionally, I require confirmation, either by phone call or email, that all equipment has been returned and acknowledged. Regards, Tim M. [redacted]

I have been waiting for almost a month to port my old number to my new line. I have called in about 10 times and each time I speak to someone, my issue never gets resolved. Although it seemed like it was going to be fixed, it never is. One agent even claimed it was solved when it wasn't. I want to know if this level of service is standard for all customers. Throughout this time, I am still paying for my old line despite not being able to use the number. This situation is not acceptable. Please ensure my problem is solved; otherwise, I will have to close my account and switch to a competitor.

I am distraught over the treatment my elderly mother has received from your company. Despite being a faithful customer since [redacted], she is being charged more than double my husband and me for the same service. We have noticed she has fewer boxes than us, yet her bills are significantly higher. The lack of response from supervisors and the disparity in pricing is appalling. My mother, who works tirelessly for little pay, does not deserve to be exploited in this manner. We are considering switching to Verizon due to their more affordable options. As loyal customers, we request the respect and attention we deserve. It is disheartening to see her being taken advantage of after decades of loyalty. Please address this issue promptly.

I am reaching out on behalf of an existing Optimum customer who is experiencing issues with their cable service in Oakland, NJ. The customer's cable wire was accidentally cut during renovations at their residence, and despite multiple calls to Optimum over the past two weeks requesting repairs, the issue remains unresolved. The situation is particularly challenging as one of the household members is a college student reliant on WiFi for their schoolwork. The family has had to incur extra expenses by staying in a hotel to access the internet. This prolonged lack of service reflects poorly on Optimum's professionalism, especially considering the numerous negative reviews the Oakland center has received. Regrettably, I am unable to directly contact Optimum as I am not a customer. Therefore, I am sharing a link to the affected tenant's TikTok video detailing the situation in hopes that someone from Optimum may assist them. Thank you.

My name is Nicholas Economopoulos. My account number is 07[redacted]14-11-4. I was expecting a repair service for my cable box. Initially scheduled for Saturday the 26th from 5 pm to 8 pm, I received a call at 7:30 pm informing me of a delay to the next day, Sunday the 27th from 10 am to 8 pm. The technician arrived at 1 pm on Sunday and mentioned the box required a new cable, yet my issue persisted. I purchased a new cable myself the following day to resolve the problem. The service experience was unsatisfactory. I am hesitant to pay for a service that did not fix my problem. Should charges apply, I will express my dissatisfaction with your company online. Thank you for understanding.

I attempted to make a payment over the phone today, but was informed that due to losing my access code, I would incur a $10.00 'convenience fee'. The customer service representative could not provide me with the access code. Additionally, a Live Text Chat with a RoBo-Rep proved unhelpful, as I needed two 12-digit codes from my Modem to access my account information, including the access code. Optimum's telephone customer service is not user-friendly and lacks support for various queries. Other service providers like Sprint, UI, The Hartford, and Amazon offer more accessible customer service, which is crucial during the current economic challenges due to Covid-19. I am reaching out to the FCC and my State Attorney General’s office to file a complaint on behalf of dissatisfied Optimum customers in the Tri-State area, especially regarding customer service. If anyone can assist in connecting me with Optimum's executive office, I would greatly appreciate it. Dissatisfied in Bridgeport, JS.

Today is October 1st. I have been on the phone since 8 o’clock in the morning. I have been transferred 5 times already. The last call got disconnected at 11:30 AM. I called back and was told there would be a 45-minute wait. My services were disconnected last night mistakenly. When I moved to a new apartment within the same building on September 20, I was supposed to get a technician visit on September 29, but on September 30, my service was disconnected, thinking I was still in the old room. The superintendent connected me, but then Cable disconnected me again. I have been trying to get this fixed for over 4 hours. Please reconnect my service. My name is James B., my number is [redacted], and my address is [redacted] Deer Park Ave. Dix Hills, NY [redacted]. I am requesting your assistance promptly as I have a doctor's appointment that I now have to rush to. Thank you for your help.

I encountered issues with ON DEMAND charges on my account. I reported the problem, and previous charges were refunded. Despite requesting the service be removed years ago, I've noticed recent unauthorized movie charges on my bill. I've used this service for over three years and am concerned about how long this has been happening. I request a thorough review of my billing history to refund all incorrectly charged ON DEMAND fees and permanently block this service from my account. My account number is 07[redacted]44-02-7.

I have been a customer of Optimum for around 30 years. Recently, my daughter started paying for her own separate services like phone, internet, and TV. I decided to look for a less expensive package for myself and opted for the basic package. When I realized I didn't like it and wanted to switch back to my previous premium package, I was informed that I would have to pay a higher rate. This was not communicated to me beforehand, and I feel it's unfair given my long-standing loyalty and current circumstances. I have reached out to a manager to discuss this matter further.

I moved at the end of June and contacted Optimum to cancel my internet plan. My brother-in-law returned the equipment without the account number. Despite assurances that this was sufficient, I received a bill for $[redacted] in September. After contacting Optimum and being promised the amount would be waived, I was surprised to receive a letter from a collection agency for the same amount due to outstanding equipment. I am currently in Washington State and unable to return the equipment again. The collection agency said they would handle it, but I need to clear it with Optimum. Unfortunately, I could not reach anyone as the automated system directed me to pay the bill. I hope to resolve this issue and stop receiving unwarranted charges. Best, Jeanne B.

I have been experiencing distortion and lines on my screen. A technician came on Tuesday and rewired my room, causing damage to the paint around my doors. He claimed it was due to bad wiring, but the issue persists. He mentioned my main box in the living room could be the problem and assured me another technician would come to replace it, but I have not received any updates or visit yet. I am quite frustrated and would like this problem resolved promptly. Additionally, I believe there should be a deduction from my bill to account for the inconvenience.

On October 12, [redacted] at 1:45 pm, 1. Last night after your nightly update, my TV audio disappeared. I am unable to reach Optimum on the phone for assistance. I request a daily credit for the audio issue and ask for a callback from a live Optimum tech agent at my number, [redacted], for clear instructions to restore my audio. 2. After resolving the audio problem, please have a live billing agent contact me. I have encountered difficulty reaching tech support as your numbers direct me to billing. I have disputed the initial installation bill since May 27, [redacted], due to service problems from day one. I insist on not paying any late fees or charges related to the installation issues and request a full credit. Additionally, I have not been credited for the times my service was interrupted.

My cable box malfunctioned, so I visited the Optimum store in Yonkers. The salesperson installed a new box but mistakenly placed the buffer in the wrong port. When I got home, the Rewind and DVR features didn't work. After two frustrating phone calls totaling over two hours with Optimum's customer service, the issue remained unresolved. Following two more calls and another two hours on the phone, I was informed the buffer was faulty. I went back to the store in Yonkers and had a new buffer installed, but the problem persisted. Subsequent contact with Optimum and another hour on the phone failed to resolve the issue. Now, four days later, the system is still malfunctioning. Optimum suggested upgrading to their MULTI-DVR ROOM PLUS service, which I declined as unnecessary. They proposed an $80 fee for a technician to visit, but I refuse to pay for a service call after all the time I've already spent trying to fix this from home.

I am currently facing financial difficulties and had trouble paying for my subscription due to an automatic bank withdrawal when there were insufficient funds in my account. This has resulted in negative balances with my bank and a significant negative impact on my credit score. Despite understanding it is not all the company's fault, I feel taken advantage of. I am a single mother of two children, striving to provide for them on a reduced income since the onset of Covid-19. I intended to seek a loan to support us without seeking charity. Now, I kindly request the immediate cancellation of my subscription. I appreciate the services provided and would continue if my circumstances allowed. Thank you for your attention. -Ginger

Altice has provided a very frustrating experience for me. I added my two sons to my account in May [redacted]. Initially, I purchased an iPhone 11 for one of my sons, but it turned out he wanted the iPhone 11 Pro. After exchanging the phones and paying fees, I started receiving incorrect bills totaling $[redacted].72. Despite visiting the Optimum store multiple times and struggling to get assistance via online chat, it took months for them to refund $[redacted].54 for their error. Following further billing issues and a claim of a bad payment history, I encountered difficulties with service and excessive charges amounting to $[redacted].35. This led to one son leaving Altice to avoid job repercussions. I feel trapped and demand either a return to regular monthly payments or the ability to switch carriers without penalty. It's frustrating to be penalized for Altice's mistakes, especially when my son's long-held phone number is at stake.

On August 1st, I encountered issues with my Optimum email—unable to send or receive messages. After contacting Optimum support and spending hours on the phone, my problem was not resolved. Promised a call back from a specialized team within 24 hours, which never came. Despite multiple follow-up calls and assurances of escalation, no solutions were provided. Resorting to self-research, I managed to temporarily access emails through the Optimum website but faced issues with my contact list and folders remaining on the original (Windows) email platform. Despite further promises of a call back, I never received one. Subsequent attempts to fix the email problem led to long phone calls, unmet promises of specialist callbacks, and frustrating experiences with Optimum's customer service. Additionally, an unexpected fee for HBO service changes added to my dissatisfaction. Despite promises of discounts and callbacks, none materialized. Disappointed with the lack of resolution and compensation, I express my frustration and seek resolution from Optimum.