Optimum Customer Service Issues

Phone Number: [redacted] Customer Name: Kathryn T. Kruckel I am writing on behalf of my 84-year-old mother, Kathryn T. Kruckel, whose phone service has been out for three days. This is a safety concern, especially since she is also experiencing issues with her cable service. While she is currently at a doctor's appointment, she will soon return to her residence at [redacted] Franklin Lakes Rd, Franklin Lakes, NJ [redacted], which is also the billing address for her account. We suspect the service disruption may be related to her upcoming move to The Vista in Wyckoff, NJ. She was provided with a temporary phone number, [redacted], which is also not working at her new residence. We are looking for assistance in restoring all her services - phone, cable, internet, wireless, and DVR - to her current address urgently. I have been troubleshooting with Optimum but still need help. I can be contacted at [redacted] or [redacted] Kathryn's email is [redacted], and her mobile number is [redacted]. I appreciate the assistance of Ahmed from Optimum but fear that with the incoming storm, my own satellite services might be impacted, causing another disruption. This message serves to document the situation and request urgent follow-up. Thank you for your prompt attention.

#1: From the start, I was supposed to receive two cable boxes. The technician only had one available and gave me a used one, promising to send a new one later on, which never arrived. The used box has been malfunctioning since the beginning, and I believe I should not be charged for an extra cable box that is both used and defective. #2: I have made multiple attempts to modify my services with Optimum, but it has proven to be quite challenging to reach someone and navigate through the system due to a required pin code I was unaware of, causing a representative to hang up on me. Despite not having full cable for two months, I am still being billed $[redacted].00 each month, yet I only want internet and phone services. After several unsuccessful months of trying to make this change, I am resorting to posting here as I cannot reach a live operator.

I recently purchased an Optimum plan and set up automatic monthly billing a few months ago, but due to an incorrect address, I had to create a new account with the correct information. Despite not using the old account because of the address issue, I continued to be charged monthly for both accounts. I have since canceled the old account and now request a refund for the charges incurred on that account as it was not utilized. Additionally, there are late fees on my new account because I mistakenly believed the charges on my card were for my new account. I had actually been charged for the old account, which led to confusion. I made the necessary payment unknowingly on the incorrect account, causing this situation.

I've been struggling to get in touch with customer service. I've made multiple attempts but ended up being placed on hold and then disconnected. Seeking assistance. Recently, an individual has been attempting to connect their device to my TV. I captured a screenshot of the message displayed: [phone] SAMSUNG-SM-G920V Your authorization is needed to link your device to the TV. I am presented with three options: Allow, Deny, Close I chose to Deny, and the prompt disappeared. Can someone explain what is happening? Should I enhance my security measures? Best regards, Nancy

Hello, My name is Raisa Tarsis, and my service address is [redacted] Parkway, ap. 6 b, Brooklyn, NY [redacted]. I have been an Optimum subscriber for 6 years without any issues. On June 2, [redacted], I requested my service to be suspended starting June 20 as I was away. Despite not using the service during that time, I received a call a few days ago from Optimum saying my services were suspended, and I owed over $[redacted]. I was surprised. I spoke with a supervisor, Sharisha, on August 22, [redacted], and though I explained my situation, she insisted I pay. I paid my bill on 08/23/[redacted] promptly like always. Given my history of timely payments and the circumstances around my request, I believe it is unfair to charge me the full amount for the unused service. Please consider refunding the unnecessary charges. Thank you, Raisa Tarsis August 31, [redacted]

I have been experiencing intermittent TV service issues for over two weeks. After multiple calls for help, a service technician came on August 26. Unfortunately, the problem got worse after their visit. Despite having an appointment for service on August 31, no technician showed up or contacted me. Some of the cable boxes are showing errors. Previously, the service had been reliable for years with all boxes working well. I believe the signal to the house needs to be boosted. With 8 cable boxes and a modem, the situation is urgent. Missing the appointment would have led to an $80 charge. I am requesting a manager's intervention to address and resolve the problem. The time window provided from 10 a.m. to 8 p.m. today was unacceptable. As both my wife and I are doctors, we cannot afford to take another whole day off. I urge for prompt communication and a technician visit soon. Dr. S. M. Einbinder 73 Beach Avenue Milford, Connecticut [redacted]

I would like to cancel my internet and TV service with immediate effect. Despite only receiving service today, I had already opted for another provider due to continual frustrations with your company. Despite three technicians visiting and many hours spent, we were unable to get the service installed to our satisfaction. Unfortunately, the staff I spoke with were unhelpful, I was disconnected numerous times, and was transferred to non-English speakers repeatedly. Despite requesting to speak with a supervisor, I was not connected to anyone with authority. One person even claimed to be a magician but failed to resolve the issue after 30 minutes. I require the account to be immediately cancelled and a refund for the initial service payment. Please provide details on returning the equipment to you.

I have discontinued my mobile service with your company. I recently spoke to a customer service representative and settled the bill for my mobile account. It was made clear during that conversation that this payment constituted the final one due to the lack of service provided by your company. Please note that I intend to file a report for fraudulent practices. The account has been closed, and further harassment will not be tolerated. Thank you. Regards, M. McClure, formerly under phone number [redacted]. Your company needs to remedy the situation by refunding the money being unjustly kept. Have a good day.

I recently sent in my information via text message. I am in need of speaking with a live representative. I have tried calling three different Optimum numbers, but have not been able to reach a live person. I am not currently at the address where the service is being provided. The rental property was leased on July 15, [redacted], and the tenants have set up their own account with Optimum. They are using the equipment that was set up by the technician for them. However, I am still being billed for the same service location. The technician set up equipment that Optimum is now charging them for. Optimum should remove any charges that have been mistakenly billed to me. The service was connected on July 15, [redacted], and should have been billed accordingly. I have already paid for the full month of July, so Optimum has been paid twice for half a month of service. Today, I received a bill for $51 and would like a capable person to address Optimum's billing errors. Please provide me with a valid Optimum phone number to reach a live representative. Thank you.

I returned my cable box on September 8th and am receiving a bill for the period of September 7th to October 8th. I am not willing to pay $[redacted].87 for services I am not using. For over four years, my household has struggled to maintain consistent internet service with this company. Countless hours have been spent on the phone with representatives advising us to unplug the router. Last year, while working from home, I experienced over 10 disrupted TEAMS meetings due to service interruptions. After multiple calls, a technician discovered the issue at the pole where water was dripping into old wires that hadn't been replaced in over 20 years. I have filed a formal complaint with the Public Board of Utilities in the past and may need to do so again, along with contacting the Division of Consumer Affairs. I attempted to resolve the billing issue over the phone, but since I returned the box, I no longer have an account, and despite navigating the prompts for new customers, I was unable to speak with a representative.

I am having trouble paying my bill online today. The system says I have a past due amount of $77.90, which is not accurate. There seems to be a discrepancy between the payment I made on 9/17/21 and what Morris Broadband is showing as received. I have been a loyal customer for nearly 5 years and have never had a past due amount. I have a confirmation number for the payment in question. I just need this issue resolved quickly so I can pay my bill. Thank you.

I've been billed $[redacted].00 for services I didn't receive. I only had one TV connected, while the other two and some wireless devices were left unconnected by the technician who visited my house. Despite calling twice to complain, I was assured that a supervisor would reach out, which never happened. Frustrated, I decided to cancel the TV service. A supervisor then offered a $25 discount for three months, and later, someone else called offering incentives to prevent cancellation. Feeling unsatisfied, I believe Optimum owes me a refund for services I paid for but never received. I plan to escalate this matter by filing complaints with the FCC and the Public Utility Commission.

I would like to speak with a customer service representative regarding my billing issue and service problems. The amount I owe is incorrect, and I had a recent break-in where a remote was damaged, which I informed the representative about on October 10, [redacted]. I'm puzzled about being charged $80 for the visit when I had service protection until September 30, [redacted]. There seems to be confusion about who removed the protection and why my phone service is missing. The service technician who visited on September 10, [redacted], did not address any issues, causing me a lot of stress and health problems due to my medical conditions. The discrepancies in billing and service are disappointing and distressing. I am eager to have my cable service restored, especially channel 12 news, which I rely on. Kindly reach out to me promptly for a resolution. Thank you, Debbie Danku.

Re: 07[redacted]33-01-9 Hello, I received an email this morning stating that $43.49 was paid to Optimum for internet service from Nov. 16th to Dec. 15th. I need this bill corrected as I departed the USA on Nov. 25th and will not be using the internet for the next few months. On Friday, November 26th, I spoke with Rashoun in the retention department. He assured me my internet status would be changed to seasonal at $10 a month until our return to the USA. Thank you, Patrick D. [redacted]

I have been a customer for over a year and a half. I was informed that after paying off $[redacted] a few months ago, my bill would be $35 for 3 months. However, my bill increased to $60 and then $80 the following month. Now, my bill is over $[redacted], with a minimum payment to restore service at $[redacted]. I am hoping we can work out a solution. I plan to make a payment of $50 on Monday.

I paid my outstanding bill. However, there is now a flag on my account, which is unjust as I handle all the payments under my name, Timothy Wright. I have always paid on time, including the last bill. I'm unable to return the equipment myself as I recently went back to work, and your store hours don't align with my schedule. Since I don't have an email address, I've been using someone else's. Furthermore, I changed my phone number to avoid any billing issues. I kindly request assistance in resolving this matter and arranging for the equipment to be picked up at a convenient time. Thank you.

I am overwhelmed by the high volume of spam and phishing emails I receive. My business is being impacted because my Optonline clients are not getting crucial emails. The error message I receive is confusing, especially the "Stop flooding us" remark. The delivery failure notification states that an email I sent regarding the Kaplan co-op contract to [redacted] could not be delivered due to a possibly incorrect email address. The restriction on resources and the "stop flooding us" message are causing confusion.

I noticed an extra $80 on my bill for a missed service visit when I was definitely home, despite being an 82-year-old with mobility issues. I tried calling for help on both 11/6 and 11/14, but no one showed up. Additionally, I have a cable hanging from my roof that I've reported multiple times and finally scheduled a visit for Sat, Dec.18, but it's still unresolved. The electric company confirmed it is an Optimum cable over a month ago. I've had a terrible experience with Optimum's customer service, and many others I know feel the same way. If the issue isn't resolved by Sat, I'll contact Town Hall as this poses a safety risk. I don't expect a response from Optimum.

Hello, we have been utilizing Optimum for our home internet service. On a somewhat regular basis, we experience interruptions where the service goes down for 10-20 minutes or sometimes even longer. During these outages, devices can still connect to Wi-Fi but have no internet access. Once the internet reconnects, it works well for a brief period before dropping again, even with wired connections. This has been an ongoing issue, and I am interested in contacting Optimum to address and resolve this matter.

On November 8th, I reported the issue of not receiving text messages from T-Mobile's mail service, tmomail.net, through my Optimum account. While I can receive messages from Verizon, AT&T, and Googlemail, messages from T-Mobile are being blocked, affecting not just me but my whole family for nearly two months now. Despite reaching out multiple times, no progress has been made, and each call seems to be undocumented. I can send messages to tmomail.net, but responses are lost in transmission. Previously, I could receive messages at Optimum.net until October 5th, when they suddenly stopped. Please unblock tmomail.net as a solution. As a temporary fix, I have created accounts with Gmail and Yahoo to receive texts and photos on my computer, although Optimum continues to have issues.