Optimum Customer Service Issues

I am experiencing an issue with a block of channels that are now prompting me to upgrade even though they are already included in my package. I have encountered this problem before, but I am unsure how it was resolved using the cable box. Additionally, I recently returned home from the hospital and sent my bill, paying for two months on Jan 12. However, it seems the payment has not been received yet. When attempting to contact tech support, I am only directed to make a payment and unable to speak with a representative. Now, whenever I turn on the TV, a message appears indicating there is a problem and advising me to contact customer service, which again only prompts for payment. I am hesitant to make a duplicate payment of $[redacted] as I have already sent one. I have been a loyal customer for many years and believe I should receive better service. I kindly request a call with a resolution.

I have worked for 40 years, and unemployment is causing me trouble. I have been waiting for nine weeks for an answer. How can they expect my landlord to let me live for free? I couldn't even apply for food stamps and welfare because of a balance issue. They advised me to speak to a representative, but every time they connect me, they hang up on me. What is happening in this country? It feels like the American people are not being cared for. I contributed to Medicaid, Social Security, and welfare, and now when I need help, I can't get any. My landlord might evict me if I don't get help soon. This situation is frustrating. I didn't shut the country down, and now it seems like they are favoring hiring illegal immigrants for lower wages over supporting older citizens like us.

I will be moving soon and reached out for service transfer over a month ago from [redacted] Peekskill Hollow Rd Putnam Valley NY [redacted] to 34 Washington Place Ridgewood NJ [redacted] for March 15th. However, I did not request immediate action. I am in the process of moving and exploring options that may include adding phone services to my existing cable and internet. I was surprised to find out that my account was closed without any notice, which is unacceptable. Initially, I was informed to bring my equipment to the new address for installation. I have already paid my dues in full, but I was informed my account is closed and that I owe $81.90. This situation is confusing and frustrating for me.

For the past six days, my internet, TV, and phone services have been going down every 45 seconds. As a public school online teacher, this disruption is jeopardizing my job. Despite multiple attempts like rebooting and resetting the modem, the issue persists. Tech support suggested a diagnostic for $80, which is unjust as the problem seems to be on their end. The impact extends to my neighbors as well. I've spent countless hours on the phone with their support team. In comparison, TMobile provided better assistance when I tried to set up my phone as a hotspot. The prompt assistance and lack of long wait times were a stark difference. My work and ability to connect are severely compromised due to continuous interruptions and unreliable service. It is frustrating that my job now relies on the resolution of this network issue. Patricia Perlo

For over a year, I've been experiencing slow internet speeds with Optimum. Technicians advised me to get a whole house mesh system due to the distance between the modem, router, and cable box in the family room. Despite getting the new system, the issue persisted. After multiple visits, the problem was traced back to faulty outside wiring, an outdated modem, and a "free" router. I reached out to Mr. Goei, Altice's CEO, via certified mail and received a signed card but no follow-up on reimbursement. Optimum also recommended upgrading from a 3 to a 4 speed service, which I'm unsure of. In the meantime, I purchased a Netgear Router for nearly $[redacted]. Despite several factors contributing to the poor service, Altice has not taken responsibility. Can anyone assist me with this matter? Thank you.

I reside at [redacted] Riverdale Avenue, Bronx, NY [redacted]. We have been experiencing intermittent cable service since early March. Despite multiple technician visits, the issue persists. A supervisor worked on the cables in the building for 2 1/2 hours last Thursday, but the outside wires were not addressed as promised on Friday. I visited the Optimum store on 174th Street, spoke with Jesus, and was assured someone would come by Monday, yet no one did. After calling Cablevision, I was informed that the problem was resolved on Sunday, but the issue remains for me, my neighbor, and others in the building. Now, my neighbor was informed someone would arrive within 24 to 48 hours. Can this be confirmed, please? We have been patient, and I seek a resolution. Your prompt response is greatly appreciated. Thank you.

I am experiencing a billing problem with my low-income internet service. Despite bringing my account up to date on December 13, [redacted], I was shocked to see that my January bill amounted to $[redacted].00, even though a promotion extended the due date to 02/22/[redacted]. Despite contacting the billing and complaint departments, and providing supporting documents, I have been unable to resolve this issue. I am only looking to pay for the internet service portion of the bill. It is frustrating that each customer service agent I speak with acknowledges the unethical nature of the billing.

Subject: Request for Replacement Gift Card Dear Customer Support Team, I am writing to address an ongoing issue regarding a $[redacted].00 gift card promised to us for starting new service at our 8 Vista Drive location in Manorville, NY. Despite numerous attempts to resolve this matter, we have not received a satisfactory response from your company. I have visited your offices in person, made multiple phone calls, and even sent a handwritten letter detailing the situation. I was informed by a staff member to follow this process after encountering difficulties. Unfortunately, our original gift card expired before we could use it. I kindly request a replacement for the promised gift card. I have contacted American Express regarding the expiration issue, but was informed that this particular card type had an expiry date. I have also been given the information of the vendor responsible for the cards, who is awaiting approval from your company to reissue a card to us. Given the current promotion offering $[redacted].00 Visa gift cards for new accounts, I would appreciate receiving one of those as a replacement. As valued customers, we wish to continue our services with Optimum and your prompt assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Mackenzie M. ACCT# [redacted]

I am disappointed with the current program airing on the Syfy channel. The choice to show "Olympus Has Fallen" in light of recent events at the White House is troubling. This decision feels insensitive given the current climate. I am usually not easily offended, but this crosses a line. There are concerns about how such content could be perceived and its potential impact. It's frustrating to be paying for a service that airs such content. Consideration should be given to the timing and context of what is broadcasted. This situation does not sit well with me and may prompt me to support a boycott. It's disheartening that these issues often go unnoticed in the media landscape.

On Sunday, April 11th, the system was supposed to switch from Service Electric to Optimum. Many households in my neighborhood experienced a service outage. Despite reports that the Optimum system was functioning well, I struggled to reboot into the new system after replacing the DVR box. Even with the new box, there is still no service, and I haven't been able to reach a person to activate it. I've been waiting for 24 hours for technical assistance. The serial number on the new HD-DVR box is M10902TE8684, requiring activation by Optimum. I can be reached at [redacted]. I need the new unit to work correctly or have a technician come to troubleshoot. Our cable connection is operational for our two other TVs with DTA boxes. I am looking for a resolution from Optimum. Thank you, Linda Moeser, 3:39 pm Eastern Time.

On Friday, April 9th, I experienced a loss of TV cable service. Despite reaching out to Customer Service and being promised a technician visit, nobody arrived on the scheduled Monday, 12th between 11:00-14:00 hours. After multiple calls, I managed to reschedule for the 14th between 14:00-17:00 hours due to a supervisor's intervention. The technician discovered my TV had failed and also needed to repair the outside coax on the pole. Now, I have received a bill for $80.00 labeled as a "standard service call fee." While I understand some responsibility lies with me, the lack of timeliness from Cablevision and the technician discovering issues with their equipment leaves me greatly inconvenienced. I propose splitting the expense evenly and I am willing to pay $40.00. Thank you. Matt K. 42 b Melrose Ave, Norwalk, CT [redacted].

I am experiencing two significant issues with my services. Firstly, the phone service constantly demands a reboot of the Altice box. Secondly, I enrolled in the $69.99 bundle on 2/15/[redacted], but subsequent bills are incorrect, charging me $89.99 for Internet, $84.99 for TV, plus extra fees. I have contacted customer support twice to resolve this, but the language barrier with multiple representatives has hindered progress. Today, after unsuccessfully attempting to address the problems by calling [redacted] and [redacted], I was informed my account is in arrears and services may be interrupted without talking to an actual person. If these issues persist, I may have to cancel all services with Optimum and share my negative experience with others.

On May 5, [redacted], I contacted customer service regarding a billing issue of $[redacted]. I had set up a payment plan of $37.26 per month starting in January [redacted], but my bills showed different amounts, sometimes as low as $19. After a 45-minute conversation, the representative was unable to provide a resolution, claiming she couldn't access all the necessary files. I was told to expect a call within 72 hours. Concerned about potential fees, I insisted on resolving the discrepancy based on the agreement made in November. To my surprise, the representative mentioned the plan had been canceled, which I had not authorized or been informed of. Despite requesting a callback and attempting to reach out, I received no response. Due to COVID-19 restrictions in Iowa, I struggled to get assistance with my concerns in May. Now I am facing a bill of nearly $[redacted], far exceeding what was agreed upon. As a long-time customer, I find this situation unacceptable and would appreciate a call from a representative to address this matter promptly on June 3, as the office is currently closed. Thank you. - Patricia D Garrett

I reside in Leisure Village Ridge, New York. I am subscribed to Optimum Premium, but I am missing channels. Despite multiple calls to Optimum yielding no results, Leisure Village Administration has attempted to contact Optimum several times on my behalf to resolve this ongoing issue to no avail. I have been a loyal Optimum customer for many years without any prior complications. My previous address was 139A Eastbourne Court, Ridge, New York, with the account number 07[redacted]85-02-9, which was closed on 3/30/[redacted]. Currently, my son, Michael G., pays for Optimum at 305A Torquay Court, Ridge. I kindly request prompt resolution of this matter as I have encountered repeated delays in receiving assistance from various phone representatives. I prefer not to disclose their names and codes to avoid any inconvenience. Please address this promptly. Thank you, Linda G. [redacted]. If necessary, I may have to escalate this to the Administration office CEO due to the lack of assistance.

I need assistance with my account linked to telephone number [redacted]. We relocated on May 29, [redacted], and although we are existing customers, there have been issues with the installation. Initially, the technician set up the internet and Wi-Fi at our new house on June 4th, but after receiving a new Wi-Fi passcode, nothing seems to be working. We have no cable or internet access, which is a significant problem, especially for my daughter who requires it for school. Technical support was unable to resolve the issue, and the earliest appointment available is inconvenient for us as we cannot take more time off work. We requested a supervisor but were denied. Is it possible for someone to come to our house after 5:30 pm before the scheduled appointment next Saturday? I suspect the problem might be with the replacement equipment, so I hope the technician can bring replacement items.

Hello, my name is William Martinez. I am reaching out because I require a new cable box with a remote, and the old one needs to be collected. I have followed troubleshooting steps to resolve this issue, but I am feeling frustrated with the lack of progress and automated responses. Out of our 3 cable boxes, only 2 are functioning correctly. The remote for the malfunctioning box is also not operational despite new batteries. When tested, the other remotes worked on the faulty box before it stopped working. The problematic box is displaying four dashes, and I have attempted the boot process multiple times to no avail. The account is under the name Nueva A Jimenez De Mendez, account number [redacted], located at [redacted] Marcela Court, Lakewood, NJ [redacted].

On Friday, June 25, [redacted], at 9:00AM, my Echo devices notified me of an internet connectivity issue. After attempting to reconnect without success, the problem persisted when trying to connect with my phone and computer. This ongoing issue has become increasingly problematic each month, coinciding with rising costs for services. Later in the day, at 4:57 PM, I made another attempt to connect but encountered the same error message. I contacted technical support, enduring some wait time before troubleshooting steps were taken. The support representative arranged for a technician visit tomorrow between 2:00PM and 5:00PM at no cost. I hope his decision will be honored. Best, P. Chapman

I have been struggling to resolve an issue since 6/8/21, with multiple promises for a supervisor to call me left unfulfilled. The problem affecting my neighbors and me requires a technician in a bucket truck to repair a pole that needs a new “tag.” Despite numerous visits from techs confirming the issue is external, no one brings the necessary equipment to address it. The recurring pixelation and audio problems on our TVs are attributed to a weak signal from the pole into our homes. The office team repeatedly assures me a bucket truck will accompany the next tech appointment, which never materializes. I believe speaking with a supervisor is necessary as the current support staff seem unable to assist effectively.

I'm having trouble accessing my two Optimum email accounts due to a security breach. I received a notification from I've Been Pwned about my email and password being compromised. While trying to change my password, I made things worse and now cannot access or send emails from either account. My primary email is [redacted], but Optimum assigned me [redacted] when I moved. Although my emails still go to [redacted], I am unable to log in. Unfortunately, I also lost access to Optimum's text support service on my cell phone. Urgently seeking assistance as this issue is crucial. Please reply to my alternate Gmail address or contact me at [redacted]-470p-[redacted]. Thank you!

Someone used my name, Sergio Ortiz II, and my business, Cisso Services LLC, to open an Optimum account and charged it to my Bank of America Business Visa ending in [redacted]. This was not authorized, as I am located in California, not in Optimum's service area. I have tried three times to resolve this with Optimum, but they keep directing me to "Southern Link," which is not them. I need the charges reversed and documentation of the service address associated with them for identity theft charges. Please address this issue promptly.