Optimum Customer Service Issues

On 5/22/18, I submitted the necessary forms to update my account name and billing address. While the name change was successful, the address change seems to have been inputted incorrectly for the billing statements from June to August. Consequently, I did not receive any bills or alerts about payment issues. Shockingly, on 8/22/18, your company disconnected all services for my 94-year-old mother, who has medical vulnerabilities. This jeopardized her safety as she was left without a means to seek help, with the cameras I rely on to monitor her well-being disabled. Despite numerous attempts over three days and many hours spent on hold, I have been unable to resolve this situation over the phone with your customer service team. I urgently request a higher-level representative to reach out to me regarding this distressing lack of "service".

I encountered a recurring issue when attempting to pay my bill online, receiving an error message for several weeks despite multiple attempts. This led to my account being suspended, requiring me to make a phone call to settle the bill and regain service, causing me to miss a meeting. Subsequently, I received additional fees amounting to $25 for late payment and reconnection. I believe these charges should be waived due to the ongoing technical difficulties I experienced.

Joe D. 15 First Street Farmingville, NY [redacted] I'm not one to complain usually, but I have to address this issue. On August 30, [redacted], I spoke with a sales representative about adding phone service to my plan. After agreeing on an upgrade, I was put on hold for about an hour for third party verification but got disconnected. I called again on September 4 to check if the order went through, only to find out it hadn't. The same process repeated from the 30th, taking over 20 minutes. I was promised a third party verification within 24 hours, which never happened. Fast forward to September 6, [redacted], I made another call and experienced long wait times again. Despite informing them that my landline is not working and I can only be reached on my cell, no one has updated me on the status of my order. I've been a loyal Optimum customer, but the lack of follow-up has been disappointing. I'm open to considering other providers if I don't receive a call back soon.

I mistakenly applied three payments on 2/15/18, 3/15/18, and 4/13/18, but they did not credit my account despite faxing my banking information multiple times with payment confirmation numbers. Today, they have disconnected my service, claiming my account is delinquent by $[redacted].37. My current monthly charges are $[redacted].95 while my bill was around $[redacted] when I took over the account a year ago. I am frustrated as I just faxed them again on Aug. 31, [redacted] (fourth time providing information) only to wake up without service today. This situation is unacceptable.

I contacted customer service two weeks ago, and a service representative remotely reset my cable modem assuring me everything was okay. Unfortunately, for the past two weeks, I've had to continually reset the modem myself. Yesterday, my internet connection would drop every 5 minutes requiring a reset. I called again and was given an appointment for today between 2pm to 5pm. At 3:59pm, they called to cancel, inconveniencing me as I had taken a day off work to be home. I'm unsure why the cancellation occurred and why I couldn't be rescheduled for the next day. After some back and forth, I managed to secure a Sunday night appointment. I believe there should be penalties for last-minute cancellations, just as there would be if I had canceled abruptly.

Today, I had a challenging installation experience when switching back to Optimum from Altice. Two men arrived in separate cars without Optimum branding, lacking proper identification. Despite my concerns, I permitted them to proceed. Their service was subpar as they struggled with the Cablevision installation. Following their departure, I encountered issues with recording, remote control functions, and connectivity. Customer service arranged for them to return the leftover equipment. The new remote provided did not function correctly, so I reverted to using the old remote. Despite scheduling a Sunday morning visit with a technician, I remain dissatisfied with Cablevision's service quality and technician competency. After investing a full day in this process, I hope for resolution on Sunday.

I am disappointed with the unprofessional service I received from Connect One. They arrived almost two hours late without proper communication about the delay. During phone conversations, their customer service was lacking, and the technician seemed more interested in rushing through the service call. He appeared impatient and reluctant to address my concerns about checking various locations and the phone line. Despite diagnosing a splitter issue, he did not show me the problem area or replace the necessary equipment recommended by a previous technician. Consequently, my phone remains non-functional. I feel unjustly billed for this subpar service and request an urgent follow-up from customer support.

I recently had Optimum installed at my residence on 08/17/[redacted], and I had to pay $[redacted].95 upon arrival. My account number is 07[redacted]04-03. The scheduled date for installation was 8/23/[redacted], and I paid $[redacted].94 on that day. However, the cable was not functioning properly. Despite a technician visit on 08/27/[redacted] and 08/28/[redacted], the issue remained unresolved. Frustrated by the continued problems, I decided to disconnect the service and returned the equipment on the 31st of August. I received a bill showing an $88.18 credit, but I believe I am entitled to a full refund due to the service not working for even two weeks. I have tried to address this with various Optimum representatives, but have not received a satisfactory resolution. I am hopeful that this matter can be resolved promptly to avoid further escalation.

I have spent 5 hours trying to resolve an issue. After switching to Optimum, we were supposed to keep our Verizon number, [redacted]. Verizon informed us that Optimum needs to contact them for this. However, our Verizon number was switched to my cell number, [redacted], which is unacceptable. I have been on hold for a total of 2 hours and 4 minutes. I am extremely upset about the lack of service received, which has caused me to lose business. Additionally, I was shocked to hear an automated message stating a bill of $[redacted], when I only paid the initial $[redacted] for the phone. Installation fees were waived as we had it on the same day as our order. I urgently need someone to assist me with this situation. Thank you. Judith H.

I am reaching out to Customer Service to request the removal of a late payment note from my credit score account. As a loyal Optimum customer for over 5 years, I have always been diligent in paying my bills on time. It was distressing to discover that my account was sent to collections due to outstanding interest charges incurred by Optimum. I discontinued the service due to escalating bills and closed my account mid-cycle, unaware that I needed to pay for the entire month even if I wasn't using the services. Initially, I paid half of the month's bill and later settled the remaining balance. Despite this, Optimum continued to send bills and eventually, I was contacted by a collections agency for $31, which I paid to avoid conflict. Subsequently, I was shocked to find a late payment mark on my credit score. I kindly request your assistance in rectifying this situation by removing the late payment from my credit report. I value timely payments and sincerely hope for your prompt resolution. Thank you for your attention.

To the Customer Service Team, I am experiencing significant issues with my TV service. On Thursday, September 27, I encountered a "no signal" message and static on my TV screen, despite attempting to reboot and checking all connections. Following instructions, I swapped my box at the West Nyack Store, only to face the same problem. Subsequent troubleshooting with the service department did not resolve the issue, leading to a technician appointment scheduled for Saturday between 10 AM and 8 PM. Disappointingly, I was informed that the technician had already visited my home that day, which was untrue. After various attempts, it was revealed that the technician had left for the day without notifying me, prompting a rescheduled appointment for Monday, October 1. Regrettably, I am dissatisfied with the service and the handling of the situation, especially since I have been a loyal customer for 22 years, paying $[redacted] per month. I am seeking compensation for the time lost and would appreciate three months of complimentary service to make amends. Moreover, I urgently require service restoration by tomorrow morning. The loss of my recorded programs during the box exchange compounds my frustration. I look forward to a prompt resolution to this matter. Sincerely, John C.

Hello, as a former customer of Dish, I recently returned my equipment and was informed of a balance of approximately $[redacted] by the staff at the return center. However, I believe I only owed for a day in August since I had paid my bill through July and returned the equipment in the beginning of August. After contacting billing, I was assured that I did not owe anything. Nonetheless, I received a call threatening collections if the bill was not paid. I kindly request a review of the account notes to confirm that there is no outstanding balance and that my account be cleared. I am eager to resolve this matter promptly to avoid any further issues. Thank you. Jacqueline H. - [redacted]

Subject: Billing Inquiry and Discount Issues I have called the billing department multiple times, but I am still confused about my bills. Over the past year, my bill totaled approximately $[redacted].49, yet I consistently paid $[redacted] monthly. The overpayment should have amounted to $18.51 each month, resulting in a lower bill of $[redacted]. However, the subsequent bills did not reflect this adjustment. Furthermore, my most recent bill shows a total of $[redacted], which includes additional charges. Despite being promised a $12 discount by the retention center, the bill does not show this reduction. As a senior citizen on a fixed income, I was expecting a genuine discount. I kindly request a thorough review of my monthly bills to address the missing overpayments and clarify the charges. I am also inquiring about the availability of a legitimate discount, as simply stating a discount without adjusting the total bill does not seem correct. Thank you for your attention to this matter.

I recently had Optimum install internet service at a rental home on Nininger Rd. in Monroe, NY. However, the modem was placed in a location that makes it difficult for everyone in the house to access the internet. This has been an issue for about two months now. The placement of the modem in another residence on Nininger Rd. is also causing connectivity problems. I believe the modems need to be relocated to central areas to improve service. I request that Optimum address and resolve these placement issues without additional service charges. I prefer a permanent solution rather than using multiple extenders. Thank you for your attention to this matter. - J. Barrett

I am writing to address my overdue bill situation. Unfortunately, due to recent circumstances with my husband losing his job and myself undergoing a full shoulder replacement, we are now solely reliant on our Social Security income. Being often alone and in need of communication for emergencies, having phone service is crucial for my safety. I kindly request Verizon to allow me to make a significant payment on November 14 when I receive my next Social Security payment to settle most of the outstanding amount. Access to phone and internet services is essential for my well-being. Your understanding and assistance in this matter would be greatly appreciated. Thank you for your help. Best regards, B.D.

I started the service on 9/29, but I've been facing issues with channels, DVR, and the picture freezing. Even after following the automated system's reset instructions, the problems persist. The customer service reps promised callbacks that never came through. The technician who was scheduled between 5-8 didn't show up, and the communication through the app was frustrating. I asked for a supervisor, got someone who couldn't assist, then was told no supervisor was available to transfer me. I requested a new appointment but was told none were suitable. Despite assurances of follow-up, no one has contacted me. I urgently need a supervisor to call me at [redacted]. I've documented my interactions with the company and will escalate this issue if necessary as others have reported similar poor service. This level of service is unacceptable.

I subscribed to Optimum service in April [redacted] and terminated it on October 1, [redacted]. While using the service, I faced continual issues with the Altice 1 boxes. Although many were fixable over the phone, the box eventually malfunctioned completely. Despite no error on my part, the box required a technician to reprogram it to function again. I was surprised to be charged $83.20 for this service. Furthermore, upon canceling midway through a billing cycle, no refund was offered for the unused portion, entitling the company to a full month's payment for just two weeks of service. Altogether, Altice appears to be overcharging me by around $[redacted]. I want the $83.20 service fee removed from my bill as I find their practices unfair and frustrating.

I have been paying for the upgraded 400MBPS internet service, but I consistently receive speeds in the single digits despite multiple technician visits, wire and equipment replacements. This ongoing problem has hindered my ability to use the DVR service and access on-demand content. After months of unresolved issues, countless calls to customer service, and unfulfilled promises from supervisors, I have decided to terminate my service at the end of this billing cycle. I have requested account credits for the deficient internet and DVR services, along with reimbursement for the Stars/Encore add-on. The unreliable Wi-Fi has disrupted my family's entertainment, inconvenienced my work-from-home options, and soured my customer service experience. I am disappointed by the lack of effective resolution and plan to switch back to Fios while also filing a formal complaint with the Better Business Bureau.

My cable and internet service from Optimum has been suspended due to financial difficulties. My husband, recently laid off, and I, retired and using a walker, are struggling to make ends meet on our Social Security checks. Despite trying to work out a payment plan, Optimum is insisting on full payment of the $[redacted] owed before restoring services. Our next checks come on Nov. 14, allowing us to pay a portion of the bill, but not all. We've contacted Optimum three times to no avail. Until the full amount is paid, we are without TV, house phone, and internet. After 35 years of loyalty, it's disheartening that Optimum hasn't been understanding of our current financial strain. Any assistance or advice would be greatly appreciated as we navigate this challenging situation.

My mother has not received her bill for the past two months. In short, Optimum has the wrong town listed in her billing address. I called to correct the address but was informed that she would have to request the change herself. Despite explaining her age of 85 and severe hearing loss, Optimum showed no concern. I emphasized that without the address correction, she might face late fees, penalties, or service cancellation due to non-payment. When I requested a supervisor, I was told none were available and asked to call back later. After multiple attempts, I still couldn't reach a supervisor. I believe that your company's client orientation and professionalism are lacking. A simple address correction to resolve her billing issue should not be difficult so she can pay her bills on time. I am willing to make payments through your app and provide her banking information easily. Making an elderly, hearing-impaired woman call for such a minor change is unnecessary and unkind.