Optimum Customer Service Issues

I recently had a service technician at home to install new residential service. He completed the installation, but left without saying goodbye or confirming it was done. We didn't sign anything. I wanted to know if the service includes a phone, on-demand options, rewind for TV, and the premium channels available. Additionally, can someone confirm if we have [redacted] or [redacted] speed for the internet? Thank you.

I am concerned about the $[redacted].00 in service charges that were added to my bill for technicians who came to my house. When I upgraded to gigabit internet service on January 5th, there were issues with the phone that required a technician to visit. The initial technician replaced the router but did not ensure all TV functions were working. Subsequent technicians checked the wiring unnecessarily, as the problem was the failure to pair the Altice One mini's with the new router. I believe I should not be responsible for these charges due to Optimum's mistakes or faulty equipment. I request a credit for the service charges and the five days of disrupted service. I have already spoken with customer service representatives without a resolution and am still awaiting a callback from the supervisor. Thank you. - J. Rotondi

About three weeks ago, my bedroom cable box stopped working, and it was an older DVR model. I ended up using a $50 antenna, which is working great for me. Then, two weeks later, the living room DVR stopped working as well, leading us to schedule a service appointment for the following Sunday. Surprisingly, the technician arrived on time even though it was a Sunday. The technician replaced both boxes and the modem, although the modem now is acting poorly as a router. I had a difficult time setting up static IPs, causing issues with my Nest thermostats, cameras, and other devices. I had to reconnect my old router to solve this problem. After the replacements, both new DVR boxes malfunctioned. I arranged for another visit, and the technician came out, replaced the boxes, and asked me to cancel the request to make it look like he hadn't been there. Unfortunately, the new boxes stopped working again today. I directly contacted the technician, who assured me they would come out tomorrow. Due to our busy schedules, we can't keep scheduling visits. We are considering just getting a second antenna and possibly canceling our phone service since our cell phones work well at home. The idea of Starlink in my area sounds promising. Paying $[redacted] a month for this service seems unreasonable, and I'm beyond frustrated with Optimum.

On November 15, [redacted], I returned two set-top boxes to the Optimum store in Mamaroneck, NY where I also canceled my "Broadcast Basic" TV service, receiving a receipt for the transactions. Despite this, two bills later, Optimum continues to charge me $57/month for both the set-top boxes and the TV service. I have contacted customer service multiple times, each time being promised a call back within 3 days, but no one has followed up. When I visited the store with the original receipt, the clerk stated it wasn't their problem and advised me to call billing, which I had already done. Even after spending 90 minutes on the phone with billing, the issue remains unresolved. I have since switched to Verizon FIOS, but I am concerned that Optimum will not allow me to cancel and will keep billing me for services and equipment I no longer use.

We recently had Optimum services installed on November 17. Despite being paid up to date with a credit of $3.40 on December 7, our service was unexpectedly disconnected on February 8 without receiving any further bills as promised. When attempting to resolve the issue, we were informed of an outstanding balance of $[redacted] and were asked for $96 to reconnect the service. Confusion arose when the customer service representative mentioned an equipment problem that we never received or had to return, especially since we had relocated from Florida. We never even received an account number or a channel guide. Our service address is 50 Midship Ln. in Patchogue. Kindly contact me at my email [redacted]

I noticed an $80 fee labeled as "missed appointment" on my recent bill. Our landline frequently loses the dial tone, prompting a technician visit. When the technician arrived, their van was parked outside, but I didn't see them around. Ten minutes later, their van was gone without any attempt to contact me. The service from Optimum has been consistently poor for over a year, with internet speeds at only 30% of what was promised. Accessing the web has become a challenge on many occasions. Considering the ongoing service issues and the unexpected $80 charge, I am seriously thinking about switching to a different provider. My account number: 07[redacted]61 [redacted].

I recently sold my house and moved in with my son temporarily but wanted to keep using my home landline number. Optimum suggested call forwarding to my cell phone as a solution. Unfortunately, what was meant to be convenient has turned into a month-long nightmare. The forwarding stopped abruptly after 2 weeks due to my returned equipment, an instruction I was not initially given. After several frustrating calls to Optimum, one tech mentioned using a cell phone they would provide, but the phone I received did not have my landline number. Despite the efforts of some patient and helpful agents, a couple were rude, with one even hanging up on me. Now I have been told I need a modem from Optimum for a level 2 tech to connect my old landline number to the cell phone. After a visit to Optimum to obtain the modem, we faced more challenges with unhelpful staff. Today, we were unable to reach the tech that had been helpful previously, and a new tech was uncooperative, eventually hanging up. This frustrating experience has made me rethink my satisfaction with Optimum and I am now seeking a resolution from someone with authority at the company.

I would like to inquire about my recent bill. I upgraded my internet service to include basic TV, and I received a bill for $[redacted].91 that I find confusing. The bill is due in a couple of days, and I want to address a few things: 1) I upgraded my service mid-month; does this bill cover more than one month? 2) I was offered a free home phone service on the package, but I see a $15 charge on the bill. If there was an error, I would like to remove the phone service as I am not using it. 3) My calculation shows that my bill should be $[redacted] (internet + TV basic) plus tax and a one-time installation fee of $59. I want to understand why the total amount is different on the bill I received.

Last month, I contacted a representative to extend my internet service freeze. The reason for this was in case I return in the future. The representative offered a credit with a continuation of a $10 monthly charge. I received a credit for consistently paying this fee over the past 3 years. However, I expressed my desire to close the account but was informed of a $[redacted] charge due to having an Optimum modem and router. To avoid this charge, I had my friend return the equipment, providing evidence of the return. Unfortunately, I have been unable to reach customer service to finalize the closure of my account and stop the charges. My account number is [redacted]. I request the account be closed at the point of returning the router and modem. Failure to do so may result in me reaching out to the Public Service Commission. Thank you.

Since the New Year, my bill has been too high due to my recent hospitalizations and surgeries. I have returned my TV boxes and only need Internet and phone services now. Despite being unwell and without any income, I am struggling to afford the $[redacted] bill for Internet, which increased by $40 unexpectedly. My previous TV bill was $[redacted], and I believe my new bill should have been reduced to around $[redacted] after returning the equipment. I've seen better offers from Verizon for $49 with similar internet speeds, including various incentives, which would be more affordable for me and my elderly mother. I kindly request that my cable service be restored and that any necessary credits be applied to my account.

To whom it may concern: I used to be a loyal Suddenlink customer until [redacted]. In June of that year, I was informed about exceeding data limits, but upon checking the data usage page, no overage was displayed. After contacting Suddenlink, I was reassured that I had not surpassed any limits. However, in October, there was an actual overage. Despite being the first occurrence, Suddenlink tried to levy additional charges. Even after multiple attempts to resolve this, I ultimately cancelled my service with them without paying the excess fees. Recently, I received promotional materials from Optimum without realizing they had taken over Suddenlink. When I contacted Optimum to potentially switch services, I was informed that I must settle the outstanding Suddenlink charges. I maintain that I did not owe this money then nor do I owe it now. Due to this unresolved issue, I will disregard any future mail from Optimum. I currently have another internet provider and prefer to stay with them rather than deal with this unjust fee. Best regards, Michael Minnick [redacted] Vaughan Road Belva, WV [redacted]

I have reached out to several departments without any resolution for the issue with my Hallmark channels [redacted] and [redacted]. I was assured a callback from the Escalation Team, which never happened. Why have these channels suddenly stopped working without any bill reduction? I just want the problem fixed without false promises. Please address this promptly and contact me at the provided number. Thank you. - H.G.

A few months ago, new neighbors moved in next to my lot. They were given my address by the park owner, which I've had for almost 19 years. When they requested service from Suddenlink, all of my services were deactivated. I had to travel to Beckley, WV to see if I could get my services restored, but the customer service agent couldn't make sense of what had happened and opened a new service account for me. According to the notes, there was no way to tell who owed what. I also returned my old equipment and was given a date for installation. I am now being charged $[redacted].59 for services I didn't receive and $[redacted] for equipment that I returned. I am disputing the charges. Thank you.

I reside at [redacted] Wyndemere Drive, [redacted]. Previous owners and both neighboring properties had ongoing issues with Suddenlink services. After paying the $[redacted] installation fee, the initial technician incorrectly installed the boxes, leading to no service. A subsequent technician had to reinstall, but the internet was unreliable, and the cable froze frequently. It was later discovered that the box was faulty, prompting a visit to the Willis store for a replacement. Following the correct box installation, it was revealed that the line to the tap was the issue, requiring a repair order due to a Suddenlink problem. Despite numerous promises of a fix, including multiple technician visits over 2-3 months, the service remained non-functional. After contacting corporate, all charges were waived due to the ongoing issues. However, recently, I was threatened with a collection, even though the repair order for the faulty line remains open. I demand the immediate removal of the collection from my credit as I have been dealing with this situation for too long. I am prepared to take legal action if necessary, as the communication with Suddenlink has been challenging.

I need assistance with a recent charge on my account after downgrading to internet only. Despite no changes to my account number or devices, $[redacted] was charged for a router that I did not receive. The service representative who assisted me did not mention any additional charges for devices, quoting only $[redacted] for internet service. I kindly request the removal of the erroneous router charge from my account and would appreciate communication via email going forward.

For the second night consecutively, Optimum has disrupted service in my area for "routine maintenance" at midnight. Without WiFi or TV, I am left frustrated, although my phone service is with another provider. The lack of prior notice to their supposedly "valuable" customers is disappointing. I enjoy watching TV late and wish they could consider starting maintenance at 2am instead. Contacting Optimum has been challenging as no one answers the phone despite trying multiple numbers. The recorded messages all direct me to request a call back or text once the outage is resolved, which I did, but the text was sent while the outage persisted. The overall communication and service provided by this company are concerning.

Subject: Assistance Needed with Ongoing Service Outage Dear Customer Service, I am writing to address an ongoing service outage that has been affecting me as a loyal Optimum customer. The outage started last Friday, December 9, and has persisted until today, December 13. The earliest appointment available for a technician to address this matter is December 14 after 5 pm, leaving me without Internet access for over five days. This service disruption has significantly impacted my ability to work remotely, which is crucial for my job responsibilities. Besides the work implications, being without Internet service for an extended period is both inconvenient and unfair, given that I am a paying customer. I kindly request appropriate compensation from Optimum for the inconvenience caused. I appreciate your prompt attention to this matter and would be happy to provide any additional details needed to resolve this issue. Thank you for your assistance. Best regards, C. Lowenstein

Last week, I scheduled to transfer my services to my new place. Everything was confirmed for Tuesday, the 20th, between 8 am and 11 am at 6 Yellowwood Way (Heritage House). However, no one showed up as promised, causing frustration as I need my services for health reasons. Despite being told it was rescheduled for the next day and then for today, it turns out it was not. I've been waiting and misled. I was assured the installation will now take place tomorrow, between 8 am and 11 am. The address is 6 Yellowwood Way, and I reside in an apartment complex for seniors in Beckley. The phone number to reach me is [redacted]. My equipment is ready; all I need is for the installation to be completed promptly. I hope this matter can be resolved quickly as I rely on these services.

I am a landowner with a cable tower lease that has been active for over 25 years. Unfortunately, I have been experiencing issues with my cable service for the past month and have been unsuccessful in reaching out to Suddenlink for assistance. The cable tower is situated at Santa Fe Rd, Wilson, OK. My address is [redacted] Lakeview Avenue, Healdton, OK [redacted]. You can reach me at my cell phone number [redacted], and my name is Pamela Pickelsimer. The cell tower contract is under the names of Larry and Pamela Pickelsimer, but my spouse passed away in February. Any help regarding this matter would be greatly appreciated.

I am Clyde Davis regarding [redacted] Canyon Blvd. in Mammoth Lakes. The tenant attempted to troubleshoot the modem with Optimum but was unsuccessful. They were advised to have a technician come to the unit, but as the account is not under their name, they couldn't schedule the visit. I kindly request your assistance in arranging for a technician to visit the unit. Thank you, Clyde Davis.