Optimum Customer Service Issues

There has been an ongoing issue with all three service connections for several months now, nearing close to a year. As a disabled senior, I heavily rely on TV, phone, and laptop services. The problem always seems to be external on the poles. Repeatedly reporting the issue leads to frustratingly long 45-minute hold times, only to have the problem persist. It is exasperating to receive supposed compensation like free channels that don't work properly, leading to more calls for repairs. The phone service also experiences dropped calls and technical glitches, while the laptop consistently shuts down unexpectedly. A major letdown is recording a show only to find a pixelated image upon playback. I demand a permanent solution to these recurring problems and believe a fair adjustment or compensation should be applied to my bill. The primary focus should be on fixing the services to provide reliable connections without constant breakdowns.

I am concerned about the unusually high bill I received for my AlticeOne service. I initially signed up based on the $99.00 a month offer, expecting some additional costs for taxes, surcharges, equipment, and installation. However, my bill came to $[redacted].53, far exceeding what I was advised during sign-up. I was assured that my monthly total, including all fees, would not exceed $[redacted]. A significant price increase was not what I anticipated when switching from my previous Optimum internet-only service, which cost $89.00 - $[redacted].00 monthly. The unexpected charges have left me feeling misled and unsure of the value of the AlticeOne service compared to what was promised. I believe there has been a discrepancy between what was communicated to me and the actual costs involved. As a loyal customer for the past 5 years, this experience has been disappointing and financially challenging for me. I am seeking clarification and a resolution to this billing discrepancy. Thank you. Sincerely, D.

I am curious about the high charges on my AlticeOne bill. Initially, I was enticed to subscribe to the service due to the $99.00 a month promotion. However, my bill has unexpectedly soared to $[redacted].53. When I signed up, I had a thorough discussion about the fees and monthly payments, with the assurance that my total monthly bill, including taxes and surcharges, would not exceed $[redacted]. This substantial increase is far from what I was promised. Previously, I only had Internet service with Optimum and was content with my $89.00 - $[redacted].00 monthly bill. My decision to switch to AlticeOne was based on the belief that my bill would only rise by an average of $50 each month. I now feel deceived by the misleading offer and sales team and find the service to be different from what was advertised. As a loyal customer for 5 years, I am disappointed by this situation. Regards, D.

I am concerned about the unexpected charges on my AlticeOne bill. When I signed up, I was promised a monthly rate of $99.00, with additional costs for taxes, surcharges, equipment, and installation, totaling around $[redacted]-$[redacted] for the first few bills. However, my current bill is $[redacted].53, which is significantly higher than what I was led to expect. During the sign-up process, I specifically discussed the charges and monthly payments, and I was assured that my total bill would not exceed $[redacted], including all fees. This discrepancy is very disappointing, as I switched from my previous Optimum internet-only service, which cost $89.00 to $[redacted].00 per month, expecting only a $50 increase with AlticeOne. Unfortunately, this has not been the case, and I feel deceived by Optimum's offer and sales team. I have been a loyal customer for 5 years and expected better transparency and service. Sincerely, D.

I am puzzled by the unexpectedly high bill I received for my AlticeOne service. When I initially signed up, I was drawn in by the $99.00 monthly offer, aware that additional costs like taxes, surcharges, and equipment fees might result in my first bills being around $[redacted]-$[redacted]. However, receiving a bill for $[redacted].53 was beyond what I anticipated. During the sign-up process, I had a detailed conversation about the charges and monthly expenses, with the understanding that my total bill, including taxes and fees, would not exceed $[redacted] per month. This significant increase from my prior Optimum internet-only service, which cost between $89.00 - $[redacted].00 monthly, has left me feeling deceived. The promise of a moderate $50 increase each month made me switch services, but the reality has been a larger financial burden than expected. I feel let down by Optimum, a company I have faithfully patronized for the past 5 years. Regards, D.

We were experiencing a poor quality picture on our TV. The pixelation, constant re-boots, and DVR issues were frustrating. A technician visited, claimed to fix it, but the pixelation returned the next day. Later, all services went down. Despite being told it would take 3 days for a technician to return, a voicemail falsely claimed they had visited. I requested a supervisor to call but received no response. The outage affecting the entire block is unexplained and unacceptable, with no resolution despite multiple complaints. This ongoing issue with Optimum has me extremely dissatisfied. I will be escalating this matter to the BBB and other relevant organizations to address this unacceptable service. I am greatly inconvenienced and forced to rely on my cellular data due to the service disruptions. I am requesting to speak to a regional supervisor to resolve this situation promptly.

I recently called the internet provider center to inquire about my bill's arrival date. A representative mentioned January 17 as the delivery date but, surprisingly, I have not received the bill yet. Consequently, my internet connection was disconnected, and now they insist on payment before reconnection. I usually settle my bill at a check cashing service, but without a bill, I am at a loss. Now I must wait an additional two weeks for the bill to arrive. They state they won't restore my internet until payment is made, which seems unfair considering the circumstances. The bill amount has also escalated from $17 to $[redacted] due to the delay. If the bill had been received promptly, I could have avoided this situation. It seems like an oversight in their process. Thank you for your help and have a great day.

I am experiencing an issue with the customer service provided by your company. I am reaching out to explain a situation that occurred in early January. During the NCAA Championship game, my service was suddenly cut off at around 9:30 p.m. I was informed that someone was trying to transfer service to my address, although I had not initiated or approved any such request. The abrupt disconnection not only inconvenienced me by causing me to miss the game but also impacted my ability to work from home, as I rely on the internet for my job. After spending two and a half hours on the phone to have my service restored, I expected a follow-up call to discuss the incident further, especially since I provided detailed feedback on a survey I received. Unfortunately, no one reached out to address my concerns. Subsequently, I decided to switch to Verizon Fios for my internet, phone, and tv services. When scheduling the installation, I encountered a billing issue due to my account being recreated after the disconnection. As a result, I am now being charged for a full month of service despite only having access for two days into the new billing cycle. I find this unfair given the circumstances that led me to switch providers. I kindly request a review of the decision made by customer service and ask for a credit of approximately $[redacted] to be issued to my account. While I may consider exploring other service providers in the future, based on my current experience, I am unlikely to use your services again.

Subject: Disputing Charges Due to Service Outages with Altice Boxes I signed up for Optimum service on 11-28-[redacted], but due to issues with the Altice system, I experienced poor reception until the boxes were replaced on 12-28-[redacted]. Despite multiple calls to report the problem, technicians made unsuccessful attempts to fix it by changing boxes and cables until they switched to regular cable boxes, resolving the issue. Not realizing I had to report daily, I recently discovered the need to do so from Optimum's customer service. I dispute the charges for the affected days. Despite a lengthy conversation with agent Nicardi on 1-11-19, who attempted to correct the bill with no success and promised a supervisor callback, which never came, I now face a surprising bill of $[redacted].94 for 2 months. After seeking explanations from customer service on 2-11-19 and speaking with Senior Tech Ricardo, who clarified the daily reporting requirement, I urge Optimum to consider the impact of expecting customers to report outages daily. Although I'll make the payment today, I request a prompt review and adjustment of the bill to avoid complications with future payments. Thank you for your assistance.

I am Victoria Nardella. I moved out of my rental home on 1/31/19 due to the landlord wanting to sell the house. I attempted to transfer my cable service to my parents' house but was informed I couldn't because there was an existing cablevision account. I contacted 1-[redacted] on Thursday 2/7/19 at 5:26pm. I was instructed to cancel my services under account # 07[redacted]90-04-8. Following the instructions, I returned the equipment to the Roslyn, NY location on 2/9/19. Today, 2/11/19, I received a bill for the next month's services totaling $[redacted].02. I called customer service and spoke to a rude representative named Roseline who was unhelpful. She declined to let me speak to her supervisor, insisting she would call me back in a day or two. I am frustrated as I was told I must pay for additional services even though I haven't used them since 1/31/19. I am seeking assistance as I cannot afford this unexpected bill. Victoria Nardella Acct # 07[redacted]90-04-8 Email: [redacted]

I recently purchased a MacBook Pro running Mojave MacOS 10.14.3, but I am experiencing issues running the Optimum App. I've been a loyal customer for over 20 years and have enjoyed watching Optimum channels on my laptop in bed. When I reached out to Optimum for assistance before the SuperBowl, a helpful representative tried troubleshooting by deleting old versions of the app and reloading it, but unfortunately, it didn't work. He mentioned escalating the problem to the tech group and assured me they would follow up. Regrettably, I have not received any updates since that call. This situation is particularly inconvenient as my wife, who is recovering from a broken leg, relies on the laptop to watch shows. I kindly request Optimum to resolve this issue promptly and keep me informed about the steps being taken.

Subject: Bill Renegotiation Query From: C. Schneider Address: 40 Carriage Drive, Milford, CT [redacted] Phone: [redacted] Referring to Account Number: 07[redacted]38-03-8 Dear Customer Retention Department, I am writing to address an issue with my bill that was renegotiated last year. Over the past 12 months, my monthly bill has gradually increased from $[redacted] to $[redacted], despite being assured in February that the price would remain unchanged. As a comparison, I contacted Frontier and they offered $[redacted].97 for cable/voice/internet with all premium channels. Although their internet speed is slightly slower, anything above 40 Mbps down suffices for my needs. I would appreciate the opportunity to discuss potential solutions with the Optimum customer retention department to explore options before considering switching to Frontier. Please assist me in finding a suitable resolution. Thank you for your attention to this matter. -C. Schneider

Dear Customer Service, I am seeking assistance from the consumer retention department due to the ongoing issue of my bill steadily increasing over time. Despite being assured last February that my bill would remain unchanged for two years, it has incrementally risen from approximately $[redacted] a year ago to $[redacted].50 now. After receiving a comparable quote for Internet, phone, and cable services from a local competitor for $[redacted].97, I am reaching out to Optimum to negotiate a more reasonable rate that aligns with my budget. I value my long-standing relationship with Optimum and would prefer not to switch providers. I kindly request a callback at [redacted] to discuss potential solutions. Thank you, Christopher S. 40 Carriage Dr., Milford, CT [redacted] Account: [redacted]

I am confused about my bill totaling over $[redacted] ($[redacted].25) looking for clarification on the monthly charges of $[redacted]. I need to pay half of the bill now and the remainder in 7-10 days due to having a sick child who requires constant internet and phone service. Can I cancel cable to reduce the bill and how much will I save on next month's bill and future bills without cable TV? Will canceling cable affect the current bill? Also, how can I immediately restore internet service without paying over $[redacted]?

Hello, I am Sean D. and I have been a loyal Optimum customer for nearly 30 years. Although the account was originally under my dad's name, my brother and I have been paying for it since we were kids. Now that I own the house, I have taken over the account. While considering switching to internet-based services like streaming platforms, I have always appreciated having cable, especially for local news on channel 12 and the ease of channel surfing. I reached out to Optimum to inquire about reducing my bill and was directed to the retention department. I must say that everyone I spoke with was friendly, helpful, and respectful, which as someone who manages an IT department, I truly appreciate. However, I was disappointed with the outcome. After three decades, I am paying over $[redacted] for my triple play package. I learned that new customers receive a package with more channels, including HBO, at half the price I pay. While I understand the promotional pricing for new customers, it was disheartening to be offered a lower-tier package for $[redacted]. I hope to receive a more reasonable offer to continue as a customer. I value the long-standing relationship I have with Optimum and hope for a resolution that acknowledges my loyalty. Thank you, Sean. [redacted]

I recently moved and scheduled a new installation between 2 and 5, but the technicians arrived after 6pm despite multiple calls to customer service. I had requested to keep my old equipment as advised by the sales department, but the technician was uncooperative. Eventually, he reluctantly agreed, but the service went downhill from there. The technician only set up the modem and router initially, intending to leave without connecting my computer, printer, fax, TV, or DVR. When I insisted, the technician's manager instructed him to finish the job. Despite providing extension strips and wires, they expressed dissatisfaction, claiming they had more jobs to do. When I threatened to report them, they abruptly left with the extension strips and necessary wires, leaving me frustrated. I specifically requested a cablevision employee, not a subcontractor, like the one sent, identified as Obrian Robinson. I demand disciplinary action against him for his behavior and prompt replacement of my electrical strips.

I've been dealing with phone issues for a week now. Outgoing calls are not working, as the person on the other end can't hear me, though I can hear them. Last week, on either Wednesday the 20th or Thursday the 21st, I called customer service and spent over 35 minutes on the phone with two representatives. They promised to investigate and get back to me but never did. Today, I called again, and after a router restart suggestion, the problem persists. Optimum's customer service has been disappointing. I'm contemplating canceling my service. I'm Doreen Nelson from 76 West Hillside Ave, Stratford, CT [redacted]. My phone number is [redacted], and my email is [redacted]

In October [redacted], my spouse and I, loyal patrons for decades, raised concerns about rate increases with the company. After discussions, a reduced rate of $[redacted].00 per month was agreed upon. However, the rate fluctuated over the following months without any mention of the decrease being a temporary promotion. Our recent bill (Account # 07[redacted]77-02) came to $[redacted].16, a $40.00 increase from the agreed-upon rate. We spoke with Lea on 2/20/19 and later with Harris on 2/26/19, both promising Supervisor callbacks within 24-48 hours, which never materialized. This lack of follow-through is disappointing and unprofessional towards long-term customers. We are seeking a resolution and hope for a positive response. Thank you. - M and J Dank

My mother, ('N' phone [redacted]), experienced a service outage from Feb 26th to Mar 6. Despite four service technicians visiting her home and attributing the issue to the pole, the office insisted it was a house problem. It took the fourth visit for them to investigate and fix the pole issue. Throughout this frustrating process, one of the supervisors was rude to her, despite her being 87 years old. I feel she should receive more than just a credit to her account. Perhaps it's time we consider switching service providers.

I would like to file a complaint about this cable company. I have never had any issues with cable providers before, but recently, I have faced numerous problems with this particular company. They installed a faulty box which causes the router to malfunction, disrupting my daughter's computer usage and resulting in missed calls as my phone line goes dead. When I explained this to the customer service representative, Andre, he could not provide satisfactory answers to my concerns. He arbitrarily added an $85 charge without my consent. The last time a technician came to fix the issue, they did not complete the job correctly, yet I received a bill of over $[redacted]. If this problem persists, I will not hesitate to return the unreliable box to the company. The subpar service and excessive charges make me feel like I am being taken advantage of by this company.