Optimum Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Optimum customer service, archive #1. It includes a selection of 20 issue(s) reported April 11, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
The cable box located 10 feet from our bedroom window caused disturbance at 2:45 am with two trucks and workers emitting bright light. Upon inquiring, they claimed to be a repair crew. After calling the provider, Optimum, and requesting a manager, I was unable to reach one after a 23-minute wait at 2:50 am. The proximity of alpha box [redacted] to our home is unsuitable and needs to be relocated. Thank you.
Reported by GetHuman-catradun on lunes, 11 de abril de 2016 11:47
I am experiencing recurring issues with my Optimum cable boxes. After speaking with customer service, I exchanged the faulty box for a new one, only to encounter the same problem. The second box also malfunctioned, and I was instructed to exchange that one as well. Unfortunately, the replacement boxes are still causing the same disruptions. My recent service appointment was scheduled within an unreasonable ten-hour window, which was ultimately a no-show without prior notice. Dealing with unhelpful customer service representatives, notably Eleanor and her supervisor Alexander, I had to wait even longer for a new appointment. The incompetence and lack of consideration shown by Optimum are unacceptable, leaving me frustrated and considering switching to Verizon. I expect a resolution to my technical problems, compensation for the service outage, and reimbursement for the wasted time and efforts.
Reported by GetHuman-kafkf on domingo, 10 de junio de 2018 17:05
I have noticed that my account #07[redacted]17 has been overcharged. I have reached out to your representatives twice regarding this issue. I was assured that a supervisor would contact me within 2 to 3 days or the same day, but unfortunately, nobody has followed up, and it has been over 3 weeks now. Despite paying my bill of $[redacted].35 on 5/28, the disputed amount of $[redacted].42 has not been addressed. I left a note with the payment, but still no response from a supervisor. My service was not active in February, March, and April as it was temporarily suspended, making this matter more complex to resolve over the phone with representatives. I urgently need to speak with a Supervisor or Manager involved in billing to resolve this issue. We can provide receipts for all payments made since December and believe we are being unfairly overcharged. I kindly request that a Supervisor contacts me as soon as possible.
Reported by GetHuman-nconn on jueves, 14 de junio de 2018 19:43
I recently contacted customer service regarding my internet bill. I received a bill charging me for equipment that I had already returned in May. Despite notifying them, the equipment was still listed on the bill along with a cancellation notice. After speaking with a representative, a request was made to locate the returned equipment. I was informed to expect a follow-up call within 72 hours, but haven't received any updates since. Last night, I discovered my services were disconnected, which shouldn't have happened with a monthly bill of $49. I am eager to resolve this issue promptly. Please reach out to me at [redacted] as I don't check my email regularly.
Reported by GetHuman810031 on viernes, 22 de junio de 2018 13:40
I am experiencing issues with Optimum’s services. It has been frustrating to reach a supervisor due to the long wait times of 24 to 48 hours. During a 45-minute wait, I refused to provide my phone number in exchange for a supervisor call. Despite canceling my service in May and returning the box on May 15th, I was billed $17.78 plus a $10.00 late fee for an alleged balance of $17.85 from April. Upon contacting an agent, I was assured my balance was $0.00 after returning the box, and I received no further bills. However, Randy, the supervisor, could not assist in removing the late fee, which I find unfair since I was not informed of any pending charges. The lack of customer service and unclear billing policy from Optimum has left me dissatisfied and seeking resolution.
Reported by GetHuman-frankzor on lunes, 25 de junio de 2018 17:32
I am a new customer, and it has been 6 weeks since they installed my service. I've been experiencing issues with my remotes not working properly; they randomly turn off and on, sometimes allowing me to watch only one channel. Despite spending hours with tech support trying to resolve it, the problem persists. During my last contact with them, they acknowledged it was a remote issue, which I have been stating all along. They are sending me new remotes now, but they expect me to pair them myself even though I am 72 years old and unable to do so. They want to charge me to send someone to assist, which doesn't seem fair considering the continual problems I've faced. I am confident I am not the only one encountering these difficulties with Altice, as my daughter, who lives in the same building, uses Optimum with no issues.
Reported by GetHuman823560 on martes, 26 de junio de 2018 20:22
I was told I would receive a call back within 20-24 minutes at 3:06pm on Thursday, July 5, [redacted]. I am still waiting and finding it difficult to get in touch with Optimum. I am interested in discussing the pricing of my service as I am considering canceling my TV and phone services and switching to streaming. On July 12, [redacted], I did receive a call back from a manager. I explained my reasons for discontinuing Optimum TV and phone services. I have decided to keep the internet service as they are the only provider available in my neighborhood. However, the customer retention representative I spoke with was very rude and condescending. I have since switched to streaming for half the price and I am enjoying the new setup.
Reported by GetHuman-nbiener on lunes, 9 de julio de 2018 18:16
I'm currently in Florida and had put my service on vacation hold for six months, but suddenly got charged full price. Despite still being in Florida and wanting to extend the hold, I wasn't informed of the option. I've reached out twice and was promised a call back from a supervisor, but haven't heard back from anyone. I'm now waiting for a supervisor on the phone for half an hour. As a relatively new customer, I'm disappointed in the poor treatment. I'm seeking a fair credit since I'm still not in New Jersey, requesting a month free upon my return. I hope to avoid another hefty bill and continue with the seasonal rate. Thank you, Diane Humphrey.
Reported by GetHuman-dianegem on lunes, 16 de julio de 2018 20:42
I've been attempting to contact your Customer Support number for the past 15 minutes only to be met with a male voice repeatedly saying "I'm sorry." Despite entering my account number and phone number for assistance, I have not been able to access any support. As a communications company, I believe there should be a higher standard of service. Regarding my issue, my Optimum statement from 6/15 to 7/14 shows that I have Showtime and an On Demand Loyalty gift until 12/31/18. However, when I visited the Piscataway, NJ, office to pay my bill, the representative informed me that this offer expired in June. I was advised to contact Customer Service, which I've been struggling to reach. Please provide guidance on this matter.
Reported by GetHuman901280 on viernes, 20 de julio de 2018 19:47
On July 19th, Optimum's internet service was interrupted at exactly 10 AM as stated in their voice menu. Although it was supposed to be restored by noon due to neighborhood construction, it was actually back at 6 PM. Today, July 20th, at 10 AM again, our service went out once more. Con Edison has been working in the neighborhood for the past two days. I believe Optimum should have informed us about the possible interruptions. It is feasible that Optimum could have coordinated with the construction company to avoid service disruptions, especially since Con Edison has experience with cables in Manhattan. I am disappointed that Optimum didn't take proactive measures to maintain our service. Being left without warning has caused inconvenience and potential financial implications. Looking into other options such as FIOS seems like a reasonable consideration for this neighborhood.
Reported by GetHuman-mattqui on viernes, 20 de julio de 2018 20:03
My service has been disconnected without reason! I've paid my bill, and everything from my side is in order with Optimum to keep my services running. I rely on it for my job as an IT professional, so this situation is very frustrating. When I called customer service for tech support, they didn't provide an explanation for the disconnection. Although customer service initially picked up without speaking, after several attempts, I was able to talk to them. I requested to speak to a supervisor, but they claimed the supervisor was on another call. As I write this complaint about Optimum, I'm still on the phone with customer care, waiting for a supervisor for the past 45 minutes - it's quite late at 12:45 am. The lack of responsiveness and explanation from Optimum is disheartening. When I inquired about the supervisor's name, they mentioned they have many supervisors, which seemed odd. Despite my request for the specific supervisor's name, the representative declined to provide it. I am considering leaving a 0-star review for Optimum due to this poor service, which is now jeopardizing my work deployment and impacting my job.
Reported by GetHuman918134 on jueves, 26 de julio de 2018 5:02
I was visited by a service technician to fix an external cable issue at my house, no work was done inside. He briefly checked the TV inside and then charged for interior service erroneously. When I raised the matter on the phone, it became challenging because the work order was signed on a tablet without detailing the actual work. Despite escalating to multiple management levels, no higher management callback was received. An unjustified charge remains on my bill. I am considering involving the press if this issue isn't addressed. I request the removal of the wrongful charge and I challenge the technician to return and clarify his false report.
Reported by GetHuman-lineberh on miércoles, 1 de agosto de 2018 18:54
Account Name: A. Sepulveda / Account Number: 07[redacted]44-02-4. Issue: Last Saturday, I exchanged my DVR due to it not recording programs or playing previously recorded ones. I couldn't access 'On Demand' and got an error message to reboot the cable box. The replacement DVR had the same issues - no data on 'Info', no programming info on 'Guide', and freezing during viewing. I swapped it back on Tuesday, but issues persisted except for freezing. I've rebooted multiple times. I would like to schedule a technician to come tomorrow or Friday. Please use my work email to reach me.
Reported by GetHuman940934 on jueves, 2 de agosto de 2018 0:20
My internet service was disrupted due to a storm on July 17th. Despite two service visits on July 27th and July 30th, my connection remains intermittent and very slow. I pay for 300Mbps but only receive around 110Mbps download and 2.3Mbps upload speeds. Technicians installed a new modem and router, suspecting underground cable damage. However, field services must confirm the outage before repairs can proceed. I urgently need my service restored. I intend to file complaints with various state agencies regarding this issue. Contacting tech support is difficult due to a faulty voicemail system. Calls from non-Optimum phones are rejected, and calls from the Optimum phone result in forced modem resets.
Reported by GetHuman-jflasser on viernes, 3 de agosto de 2018 18:03
I have been experiencing issues with my router. I placed an order for a new one on 7/14/[redacted], but it was cancelled by Optimum. I reordered on 7/31/[redacted], however, I have yet to receive the router. I am frustrated with the lack of customer service from Optimum and have had difficulties reaching them for assistance. The level of service has significantly decreased, and I am considering switching to another provider. As a customer service professional myself, I am disappointed with the service I have received. I would appreciate immediate contact and the delivery of the router today.
Reported by GetHuman990125 on martes, 14 de agosto de 2018 13:42
I contacted Optimum regarding a payment issue according to a card I received. The first representative refused to disclose their location even though they had my details. Despite mentioning my concern, they abruptly ended the call. A second representative did the same upon hearing my name. The third representative also declined to share their location when I inquired. I strongly prefer speaking with someone in the United States for customer service. If this is the norm, I am inclined to explore alternative cable and internet providers. As a customer of over 20 years, I am disappointed with the treatment I received. Thank you.
Reported by GetHuman-jbjroone on martes, 14 de agosto de 2018 20:59
I would like to address an ongoing issue my family and I have been having for the past 3 weeks with our Optimum triple play bundle comprising phone, TV, and internet services. Despite being loyal customers for years, our services have been unreliable recently, affecting our daily routines significantly. Living with my parents, each of us heavily relies on a different service - I mostly use the internet for gaming, my mom uses the phone for communication, and my dad enjoys watching TV after long workdays. However, all three services have been malfunctioning for weeks, causing frustration and disappointment within the household. I attempted to reach out to customer support via phone and online, only to encounter automated responses that didn't lead to a resolution. We just want to speak to a human representative and have our services restored to the quality we expect and pay for each month. I have tried troubleshooting by restarting the router and checking all connections, but the issues persist. From interruptions during online gaming to random TV blackouts and phone call disconnections, the situation has become intolerable. Despite Optimum citing power outages, the prolonged service disruption is unacceptable, and the lack of effective communication exacerbates the problem. I urge Optimum to address this issue promptly and restore our services to their optimal functionality. Thank you for your attention to this matter.
Reported by GetHuman1027794 on jueves, 23 de agosto de 2018 16:12
I am experiencing significant issues with Altice and would like it removed and replaced with my old equipment. A customer service representative informed me that a technician would come on Saturday, 8/25 between 11 and 2, but I received an email stating the appointment is on Monday, 8/27 between 11 and 2, which is not acceptable. I was promised a review of the call where the Saturday appointment was scheduled, but I am still waiting for a response. I have requested to speak with a supervisor multiple times, but it seems I am being transferred to colleagues pretending to be supervisors. I was denied access to the legal department and told it would take up to 48 hours to process my request for a work order for the Altice installation, followed by up to 14 days to receive the documentation. I am puzzled by the delay for sending the information. You can contact me via email at [redacted] or call me at [redacted]. Thank you.
Reported by GetHuman-ginj on viernes, 24 de agosto de 2018 17:16
I switched from DirecTV to your company about 2-3 months ago. Since the installation of your equipment, we have encountered multiple problems. Despite having technicians visit us four times, we still cannot use our WiFi, record on TV, access On Demand, or even use our home phone. I have spent a total of 3.5 hours on the phone with customer service, and despite being promised a callback from a supervisor named Eileen, I have not heard back. As someone who works in customer service, I am appalled by the lack of communication and courtesy we have experienced. Last night, I was informed that they do not have a timeframe for when a technician can resolve the issues. This level of service is unacceptable. Please contact me urgently to address these problems, or I will have to cancel my service and inform others in my field and my husband's field about our experience. I look forward to a prompt response. - Ellen G.
Reported by GetHuman1032670 on viernes, 24 de agosto de 2018 19:05
I am representing several Optimum customers residing on Dayton Rd. in Edison, N.J. [redacted]. I have noticed an Optimum employee, Kevin Egan, who lives at 20 Dayton Rd, engaging in activities where he uses Optimum trucks for personal use regularly. The employee is currently unloading wooden fencing and lumber outside his house using Optimum trucks. Additionally, a large Optimum truck that was taken home the previous day is parked in front of his neighbor's house. These actions, which have been occurring for months, include moving furniture, lumber, and hot tubs during the weekends. It concerns us whether these activities contribute to the substantial increase in our Optimum service prices. It appears that customers are indirectly bearing the costs of gas, mileage, maintenance, and wear and tear on the Optimum trucks driven by employees for personal errands rather than work-related tasks.
Reported by GetHuman-eggypan on sábado, 25 de agosto de 2018 18:38

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