Optimum Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Optimum customer service, archive #3. It includes a selection of 20 issue(s) reported November 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Our account is suspended due to a past due invoice, even though we have a history of on-time payments. We paid the past due invoice along with the current amount of $[redacted].18 on 11/2. Despite the payment being made, we are facing a service disruption. The automated phone system directs us to billing, preventing us from explaining the situation. As a 24/7 operating hotel, having WiFi is crucial not just for guest rooms but also for other essential systems. We urgently need assistance to resolve this issue to continue our operations smoothly. Thank you.
Reported by GetHuman1535593 on samedi 10 novembre 2018 14:52
I recently had my service suspended due to non-payment. My outstanding balance this month is $85.88, which is higher than usual. They mentioned it includes a disconnect fee, even though my service was not disconnected yet. I pay my bill consistently each month, but the due date does not align with my pay date. I requested a payment extension due to this, but was denied because of previous late payments. This seems unfair as I am a long-standing customer who regularly pays. I am a student and rely on the internet for my schoolwork.
Reported by GetHuman1526654 on samedi 17 novembre 2018 18:12
I relocated to my new home on Nov. 12, [redacted], after living in my previous residence for thirteen years. I had organized the transfer of my Optimum service via the Optimum Realty Team, specifying my desire to retain my three-year promotion and keep everything identical in the new place. When the technician arrived on moving day, he installed new Altice boxes, informing me that I no longer required a router for WiFi. Unfortunately, due to a service interruption in the area, the installation was halted, and my old equipment was taken away. Upon the resumption of service, another technician set up the new equipment, and although not entirely satisfied, I now have TV, phone, and internet service again. However, I discovered a surprising $[redacted] charge on my bill, primarily attributing to an $[redacted] installation fee for the Altice box that I was not informed of beforehand. I wish to have my old cable boxes reinstated, receive a credit for the service disruption period, and have the $[redacted] fee removed from my bill. Thank you, Leonard L. 36 Echo Lane Kings Park, NY
Reported by GetHuman1609913 on vendredi 23 novembre 2018 14:35
Approximately 2 months ago my cable service was disconnected due to a late payment issue. Subsequently, a technician retrieved the equipment from my premises. Surprisingly, I discovered that I had been referred to a collections agency. Despite resolving a disputed $46 with a payment of $[redacted].18, the agency reportedly still required payment. Following a conversation with a senior supervisor at Cablevision, I learned that the $46 was necessary as a service fee. Wanting to settle this to restore my service, I contacted them today to confirm the amount owed remained at $46 for payment later this week. To my disbelief, I was informed of an additional $[redacted].34 charge supposedly outstanding. I am baffled by this claim as I have not utilized cable services for several months.
Reported by GetHuman1625258 on lundi 26 novembre 2018 04:54
I had a situation where my bill was late, and a technician came to collect the equipment. I was surprised when the bill was sent to a collection agency, stating I owed $[redacted].18 instead of the $[redacted].18 I was initially informed about. After discussing this with the collection agency representative, I made the payment promptly within 2-3 days of their call. Despite being assured the remaining $46 would be handled by the collection agency, the automated service kept mentioning the amount. Due to the delay, I reached out today to confirm if the outstanding balance remained at $46 or had been adjusted to zero, as I rely on the internet service and need to make the payment promptly.
Reported by GetHuman1625258 on lundi 26 novembre 2018 05:14
I received a bill after my daughter's service was terminated because she had to leave her house due to a court order. The account was closed on September 21st, and she paid the final bill of $14.56. However, we have now received a bill for $[redacted].50 two months later. I informed her old landlord to allow a representative from your company to pick up the equipment since we had limited time during the move out. The company to contact is ADTI, and the contact person is Tilayah J. at 1-[redacted], ext-[redacted]. Please ensure they retrieve the equipment. I am concerned about not being put into collections and may pursue legal action if needed. Due to the court orders issued in Somerset court in September and October of [redacted], we were unable to return the equipment while supervised by law enforcement.
Reported by GetHuman1645056 on mercredi 28 novembre 2018 14:40
After receiving a letter in October stating that my service prices would decrease, I was pleased as I had been considering switching companies to reduce my bill. I called on 10/11/18 to confirm with an agent who mentioned the changes would be seen in the November bill. Disappointingly, the November bill showed an increase, contrary to what was promised. Following three frustrating phone calls with unhelpful representatives and a visit to the Norwalk office, I was informed that a discount was applied but not reflected on the bill. Despite being assured a supervisor would call by last Monday, I am still waiting. Urgent assistance is necessary, or I may consider taking my business elsewhere and escalating this issue to the FCC and the Better Business Bureau.
Reported by GetHuman-rapanui on jeudi 29 novembre 2018 15:38
On Saturday, I switched from Verizon to a new provider only to discover that none of my laptops were working near my modem due to being out of range. After a frustrating 45-minute wait, a customer service representative attempted to troubleshoot without success, leading to a new appointment scheduled for two days later. Despite being promised a ten-hour window for the next day, the technician never arrived, citing outages. I then questioned why they couldn't update their system to inform customers of cancellations, instead of leaving us waiting all day. The excuse was too many customers to notify. Now, five days later, still without internet, and after numerous failed attempts to reach customer service, I am thoroughly disappointed and frustrated.
Reported by GetHuman-jillb on mercredi 5 décembre 2018 17:48
This past Saturday, I switched to a new internet provider, only to discover that none of my laptops were able to connect. Despite placing one laptop right next to the modem, it was still out of range. After waiting for 45 minutes on hold, I spoke to a customer service representative who tried various troubleshooting steps without success. They scheduled a new appointment for two days later, but when I waited over 11 hours, no one showed up. Hours later, I received a call stating there were outages preventing the technician from arriving. I suggested they update their service recording to inform customers of cancellations due to outages, but was told it was impractical due to the volume of affected customers. Now, five days later, I still lack internet access and have been unable to reach a live person through any customer service number. Frustrated with the lack of service, I am disappointed in this experience.
Reported by GetHuman-jillb on mercredi 5 décembre 2018 17:51
As a Property Management company, Ridgetop Corporation oversees Berkshire Gardens in Hackensack, NJ, comprised of 6 buildings and a total of 60 units. Recently, roof repairs were done, including the removal of satellite dishes that were causing damage. Unfortunately, the cable lines were incorrectly installed during this process, impacting resident services. To address this issue, we request a meeting at the property with a Representative from your company to discuss the proper installation of cable lines to the units. Numerous residents have been without service for a month, and we are eager to rectify this swiftly. Your prompt attention to this matter is highly valued. Kindly contact me via email at [redacted] or by phone at [redacted] for further discussion. We are seeking a meeting with a Supervisor of installations to address this pressing concern.
Reported by GetHuman-dreardo on jeudi 6 décembre 2018 14:53
I recently received a letter stating that my silver package rate will increase to $89.95 in January. When I called customer service and inquired about my new service cost and the total without STARZ and SHOWTIME, I was not provided with clear answers. Despite requesting to speak with a supervisor for clarification, I was promised a callback within 24 to 48 hours, which I never received. Seeking resolution, I contacted them again, but the promised supervisor call did not materialize. As a long-time customer, I am disappointed by this lack of follow-through. Given the circumstances, I am considering exploring other options. I now have additional queries beyond the initial two. Please contact me via phone at [redacted], as I prefer a call over an email.
Reported by GetHuman-exnomia on mercredi 12 décembre 2018 11:47
I contacted customer service last month on 11/18 to request my account be put on vacation mode. I was advised I could cancel TV but needed to keep internet to keep my telephone service. Despite this, my recent bill did not reflect any changes. I tried to reach out for assistance, but the phone system didn't allow me to speak with a representative. I have now discovered my phone service is disconnected due to non-payment. If I had been able to talk to someone, this issue could have been quickly resolved. Please reconnect my phone service immediately. As a retired individual, I have the time to escalate this matter to the appropriate state agency and political representatives to highlight the challenges faced dealing with your company. I expect this irrational situation to be resolved promptly. My account number is [redacted].
Reported by GetHuman-redgolf on lundi 17 décembre 2018 20:42
I had an appointment today, but nobody showed up. I waited from 11 am until 2 pm as instructed by phone and email. When 2 pm came, I called your automated system which rescheduled the appointment between 5:15 and 6:15 pm. It's now 8:33 pm, and still, no one has arrived. Nobody even bothered to inform us about the delay. This is the fourth consecutive week Optimum has failed to show up, making it incredibly frustrating. Being a technology company, shouldn't you have better communication? The automated system is not helpful, and after being on hold for over 30 minutes, I got disconnected. The system even goes through the unnecessary steps of troubleshooting, which I've done five times. Please improve your services.
Reported by GetHuman1781828 on mardi 18 décembre 2018 01:35
I needed to submit a payment to my Optimum Altice account, but my bill amount is incorrect. I was supposed to receive a credit for the installation fee paid when I opened the account in October. I contacted the Optimum customer service number provided but had a frustrating experience with representatives who had difficulty communicating in English. Despite lengthy calls, there was no resolution, and my December bill remains inaccurate. I am seeking assistance to review my account, adjust the bill, and ensure the proper credits are applied. Additionally, I have not yet received the AMEX gift card promised as part of the Triple Play Altice promotion. I regret choosing this service due to the poor customer service experience.
Reported by GetHuman1789317 on mercredi 19 décembre 2018 01:21
I believe there was an error causing my services to be disconnected by your employee from the pole across the street from my house. After several attempts with the automated system, I finally spoke to a representative last night. They mentioned a van for service change, which I did not request. The soonest availability given was next Wednesday, the 26th, between 10 a.m. and 8 p.m. I heavily rely on my computer and phone for work from home, along with my security system linked to the phone line. I have been without these services for 9 days now, which was not due to any actions on my end or weather conditions. I urgently require assistance today, not next week. I provided the CMAC number from my modem to help identify the issue. My email is [redacted] and my cell phone number is [redacted].
Reported by GetHuman-flanchr on jeudi 20 décembre 2018 11:52
I am reaching out because I am in need of a Christmas miracle. I have been facing financial difficulties for the past six months. I am on workers' compensation due to an injury I sustained while working in construction for 35 years. My monthly payments of $[redacted] ceased six months ago pending an appeal, but I am hoping to receive all the backpay and regular payments in around a month. Optimum is threatening to disconnect my service on the 22nd, despite my disability check arriving on the 26th allowing me to settle the bill to prevent the disconnection. Catching up on my two months of overdue payments this month will put me one month behind, with a plan to make an additional payment on January 10th. My stepdaughter, who has autism, enjoys watching TV, so maintaining the service is crucial. I appreciate your attention and hope for a Christmas miracle. Thank you.
Reported by GetHuman-kennyon on vendredi 21 décembre 2018 16:13
I am a recent customer of Optimum, and I am extremely frustrated and upset with the company's operations. I scheduled a service connection appointment for last Saturday. The technician, due to rain, couldn't go on the roof and said he would return on Monday. However, when I called to confirm, I was told technicians cannot schedule appointments. I rescheduled for today, Saturday, 11 am to 2 pm. The technician showed up but had to leave for another location. After multiple calls to the office, no new technician was sent and I was told to reschedule for December 26. This lack of coordination and professionalism is unacceptable. I had to take time off from work for no service rendered. What can be done to address this disregard for customers and loyalty? The inconsistency and unprofessionalism between Optimum's entities make this service subpar and disappointing.
Reported by GetHuman-nadiaamb on dimanche 23 décembre 2018 04:31
I have been trying to reach a supervisor at the corporate office without success to address my issue with Optimum charging me $80 for incomplete service. I have been a loyal customer since [redacted]. I am frustrated as the problem persists, was not resolved, and the technician had a poor attitude. It is unfair to be charged for a service that was not completed. I intend to escalate this matter to the attorney general's office, the Better Business Bureau, and the media if necessary. I urge Optimum to reconsider such practices and am requesting a prompt resolution. I can be reached at [redacted] or [redacted] for a call from a corporate office manager. Your immediate attention to this issue is greatly appreciated.
Reported by GetHuman-kemalsau on mercredi 26 décembre 2018 14:53
The service has been poor since the beginning. The technician mentioned that the cables leading to the house need work, which he noted in his report. This issue was not on my end. We have been experiencing intermittent internet service for a long time, despite our numerous calls to have it resolved. Last month, all services had a weak signal and we lost signal completely the week before Thanksgiving. A technician was scheduled to come the following week but did not arrive. A second appointment was made last week, and the technician stated that the problem in the outside box on the street appeared to be fixed, and since then, everything has been working fine. We have requested a credit every time we called about no service, and we were told that the problem must be fixed first. Now that the problem is resolved, we expect a credit for the lack of service, but customer service is stating that nothing can be done. I will not pay my bill until I receive the credit.
Reported by GetHuman-maguz on dimanche 30 décembre 2018 22:59
My in-laws, who are both 92 years old and residing in an assisted living facility, have been without phone and wifi services for 4-5 days. As my in-laws are unable to contact the provider themselves, my spouse and I have been trying to resolve the issue on their behalf. Despite numerous calls to Optimum, we have been repeatedly instructed to reset the modem and router, which we have done multiple times to no avail. Optimum has refused to send a technician without us being physically present at my in-laws' home, causing significant inconvenience. We are concerned about the safety implications of this prolonged outage, as my in-laws may not be able to call for help in an emergency. It is frustratingly challenging to speak to a live representative and all we are asking for is a resolution to ensure their safety.
Reported by GetHuman1916460 on lundi 7 janvier 2019 18:54

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