Optimum Customer Service Issues

On October 9, a truck damaged my cable line. I contacted the provider, and it was repaired the following day. To prevent future incidents, a technician advised scheduling a bucket truck to elevate the line. An appointment was set for October 16, but due to rain, there was a no-show without notification. Despite multiple follow-ups on October 19, 26, and November 3, no action was taken until a truck disturbed the cable line again on November 3. A bucket truck was scheduled for November 5, but despite assurances of arrival by 8:00 PM, no one showed up after multiple calls throughout the day.

This is my fourth attempt to contact you. I have not received any promised call backs from a supervisor within 24 hours as twice indicated. I visited the store in Huntington, NY, and was discouraged by the long 2-hour line with poor social distancing and many people not wearing masks. Due to the unsafe conditions related to Covid, I canceled my account on September 2nd. I refuse to pay the bill for the month of September as I feel it is unfair to expect payment under these circumstances. Your staff did not enforce mask-wearing or social distancing, which is concerning, especially for a 76-year-old like me. I hope this issue can be resolved promptly. Cancelled on Sep 2nd. P. H. [redacted]-01-1

On Sunday, November 1st, I had a technician appointment scheduled, but he never arrived. I called Optimum the next day to report the no-show. They apologized, and on November 4th, I received a new modem and installed it myself. However, my bill on November 14th included an $80 ''missed service appointment'' fee. Since then, I have been calling every other day, and each time I was told that my complaint would be escalated. I'm still waiting for a resolution after a week with no contact from Optimum. I am adamant about not paying this fee, as it feels like theft to me. I'm unsure how to proceed to ensure that my concerns are addressed and my dispute properly investigated.

Subject: Dispute with Optimum Services - Account # [redacted] Dear Altice, I am writing to address the ongoing issues I have experienced with Optimum services recently. On September 9, [redacted], I reported pixelation on multiple TV channels and a technician visited on September 13, identifying major error codes and water in the drop line. Despite promises for a replacement outside line within 48 hours, no one followed up. After multiple calls and unfulfilled promises, a technician finally replaced the line on October 1, though pixelation persisted. I was subsequently charged $80 for the visit, claiming it was a missed service call. I dispute this charge as I was not informed in advance, and there was no missed appointment as we were always home. I also visited the Randolph, NJ office seeking resolution, to no avail. As a loyal customer of 33 years, I request the $80 fee be removed or credited back. Please address this matter promptly. Sincerely, W.W. 74 Longwood Lake Rd. Oak Ridge, NJ [redacted] Account # [redacted] Phone: [redacted] Email: Billwanko@ gmail.com

I chose to cancel Optimum due to their services and refusal to renew my contract. After returning their equipment one day into the billing cycle, they insisted on charging me for the whole month without any proration. On top of that, I paid for home telephone service that never functioned properly, as they blamed my home wiring for the issue. Switching to Verizon has been a better experience for me, even though it costs more than Optimum. Attempting to resolve this with Optimum's customer service has been futile, as they only offer automated options. Now, I am hounded daily by calls from Sunrise Credit Services on behalf of Optimum.

I lost internet and TV service on Tuesday, December 1st. I'm unable to get a senior technician to come and fix the problem, which is located outside our house. A service technician visited on Thursday and confirmed the issue is not inside the house but somewhere on the street. Despite being promised a call back from a supervisor, it never happens. I am frustrated because each time I call, I feel like I am being misled. How can I escalate this to ensure the right person resolves the issue? The customer service representatives I have spoken with seem to only follow a script and are not providing the assistance I need.

I am an Optimum Fiber Cable customer. Currently, I have one modem and one router connected directly to the cable box. I am interested in purchasing a gateway for upstairs. I have a few questions: (1) Can I buy the gateway box from the Optimum office? (2) Do I need to pay a monthly fee for the box even if I own it? Finally, (3) am I considered an Xfinity customer or a regular customer? My address is 79 Harbor Dr., Unit [redacted], Stamford, [redacted], and you can reach me at [redacted] [redacted]. - Ken L.

I'm really disappointed with the installer who never turned up for the scheduled window of 2-5 pm. Alex called me at 10 am, asking to come by 11 am, but we couldn't as we were busy loading the UHAUL. We agreed to meet at 4 pm, but he never responded to my calls or texts until 8 pm, saying a new tech was assigned. He falsely claimed he tried to contact us. We were home by 1 pm, ready for him. I urgently need the installation today, Saturday, due to my college students having finals and my business. I also request to speak with a supervisor regarding this unprofessional conduct by Alex, as I feel he had no intention of showing up. - J. Cosgrove

Hello, I'm Martin Lang. I recently had an issue when my TV wouldn't turn on, and I was overcharged $80 by the service company. The technician only spent two minutes trying the remote, which didn't work. He then brought another remote from his truck and assured me there would be no charge. However, when I received the bill, it included the $80 charge. Since I've been a loyal customer and have paid a lot for renting the equipment over the years, I decided not to pay the extra $80. I deducted that amount from the total bill and paid the rest.

I have been a customer of Optimum internet for 7 years with autopay enabled. However, I noticed a sudden $20 increase in my monthly bill without changing my plan. After reaching out to them, they promised to revert me to the lower plan and refund 6 months of overcharges, which they failed to do. To add insult to injury, my bill has now gone up by another $5 per month. I've been attempting to cancel my service, but their automated system makes it impossible to speak to a representative, forcing customers to cancel by phone with unhelpful numbers provided. I am disappointed by their billing practices and believe others should be aware of these issues. Most importantly, I simply want to cancel my account with them.

I am concerned because it seems like my Optimum email account may have been compromised or I am having issues logging in with my password. When I try to reset it, I'm prompted that my information is not up to date on my mobile device. I remember setting it up when I last changed my password. I have not accessed my email for months as I receive them on my mobile. How can I go about resetting my password? Up until Thursday, I was receiving emails, but haven't gotten any in the last few days. A friend mentioned sending me an email, but it bounced back as undeliverable.

Hello, I am Keith H. and I have been an Optimum customer since [redacted]. I have noticed a decline in service quality over the past three years. There have been installation issues and service malfunctions at my current rental home. Despite this, my wife and I have decided to keep Optimum for internet only. We have encountered discrepancies in pricing information from different customer service representatives. I was quoted $75.00 for internet, then $[redacted].00 due to my long-time account status. Now, I see new customers offered the $75.00 deal, which doesn't seem fair. I am requesting that my internet plan be adjusted to the $75.00 rate for the next two years. I am open to discussing this matter further for a resolution.

I have a box of Optimum equipment that was left in my garage by a previous neighbor who has since moved out. It has been 2 years, and the equipment, including a Samsung box, an Arris box, and an Optimum tower-like product, is still in good condition. Due to transportation constraints, I am unable to drop off the items at the Optimum location in Riverhead or mail them. I am looking to arrange for Optimum to pick up the equipment when they are in my area. If I don't hear back soon, I will have to recycle these items through the Town of Southampton Electronics Recycling Program. Thank you for your prompt attention to this matter. Best, L.B. Long-time Optimum TV Customer

On October 5th, [redacted], I contacted Optimum regarding my account 07[redacted]80.03-5 to request the seasonal rate of $15. Even after paying my full monthly bill for October, my bill for the period 11/8-12/7 was $86.19 instead of $15. Despite contacting them on multiple occasions, including speaking with Jim on 11/18, who mentioned I would see a credit within 48 hours, the issue persists. Despite assurances from Rep. Sommer on 12/14/20 that she put me on the seasonal rate, the bill for December remains at $86.19 with an unpaid balance. I have faced challenges reaching a resolution, spending time on calls and encountering difficulties with understanding representatives. Seeking assistance to rectify this longstanding issue, I remain hopeful for a prompt response. Thank you, Ted Pryll.

Hi, I am contacting in relation to the account #[redacted]01 registered under the name of my roommate, Kathleen F., with the phone number [redacted]. On December 1, we moved into our new apartment at [redacted] Hancock St, Unit 7, Brooklyn NY [redacted]. We brought our Optimum router and wifi accessories with us and had a technician scheduled for internet installation. Unfortunately, there have been ongoing issues. Multiple technicians have visited, including the latest one, technician #[redacted], who mentioned the necessity of an engineer to reconfigure the wiring for internet to be installed. The ordeal has been frustrating, with conflicting information from various technicians leaving us without internet for over two weeks. We are considering switching providers due to this prolonged incompetence and request urgent attention to this matter. I can be contacted for further assistance. I have also forwarded this message to a representative from our building’s management company. Thank you, Ruby B.

I'm having trouble with my cable box. It shows the word "BOOT" followed by the number "[redacted]" in a repeating cycle. I tried rebooting as advised but it didn't solve the issue. I also used the online system without success. I would appreciate speaking with a customer service representative. I rely on my landline as I don't have a cell phone due to poor reception in my area. You can reach me at [redacted].

I have some inquiries regarding my Optimum bill. The cost of my Optimum internet has increased, yet the service seems to have deteriorated. We are charged separately for Optimum online and an additional $30 monthly for Optimum [redacted]. Aren't these the same service? Along with this, there is a network fee of $3.50 per month, but the purpose of this charge is unclear to me. The internet connection in our home appears to have weakened as well - it does not reach the bedrooms down the hallway, making it necessary for us to work near the router. I would appreciate the opportunity to discuss my bill and the service quality with a representative soon.

I am disappointed in Optimum. The software they use to handle problems is outdated and of low quality. Despite my complaint about not receiving any notification regarding the installation upgrade, my service was suspended without warning. It seems that proper planning and good customer service are not priorities for them. I understand why all my neighbors have switched to Verizon, as it is more affordable and dependable. I will give Optimum one more opportunity, but my confidence is wavering. I intend to document and share all interactions moving forward across my public platforms.

Subject: Account Cancellation and Service Issues I am requesting the cancellation of account 07[redacted]69-01-1 effective today, January 4, [redacted]. We have returned all Optimum equipment to the Hicksville location. However, as of today, we still do not have a phone line. The phone is connected to the TV modem, which belongs in the closet. The phone in our private elevator is still not connected, and the TVs are showing no signal. Our installer seemed to lack understanding of our system in this new condo community. The head of maintenance had to guide them on how to set up the system. The installer was unable to configure the living room TV, and the second bedroom TV still has no signal. During installation, the installer became frustrated and left after arguing with an Optimum employee over the phone. Despite numerous attempts with Optimum employees to resolve these issues, including promises from Monique to follow up, we have yet to receive a resolution. We were told a modem for the garage would fix the phone problem, but it never arrived. This suggestion does not align with the system setup. We have made considerable efforts to resolve these matters, but it appears nobody comprehends the situation. I expect the bill of $[redacted].90 to be adjusted to reflect the lack of service and our decision to cancel the account as of today, January 4, [redacted]. Sincerely, Robert S.

I paid my bill in full on January 11 by mailing a check on January 12. Even though you may not have received the payment yet due to mail delays, I am experiencing interruptions with some channels. I can't access tech support because the system requires me to pay the bill, which I've already completed. It's not uncommon for delays with mail services nowadays. The channels above 22 are prompting an upgrade, but this issue occurred previously, and an agent resolved it using a command on the box. I'm hesitant to press any buttons without guidance. I prefer speaking with a tech support representative for assistance. You can reach me at [redacted].