Optimum Customer Service Issues

I was billed for a movie on HBO that I did not watch. I asked the operator to assist me because I couldn't find it on my own to no avail. The charge appears on my recent bill with account number [redacted] under phone number [redacted]. I just returned from the Optimum store, which took me an hour in total. I spoke to Larry, who was very understanding as I was quite frustrated. I paid my bill with my Visa credit card for the dates of 3-10 to 3-14-19. I requested to cancel the auto payment due to this issue. I spoke to a lady regarding the movie that was supposed to air on March 11th, but it never did even after they assured me it was set up correctly on channel [redacted]. I am requesting a refund on the next regular billing as I will no longer use auto pay. Please rectify this matter.

I have been a loyal Optimum customer for years without any service issues until this week. I contacted the company on Sunday, March 17, [redacted], to transfer my service to a new address for my moving day on Wednesday. Unexpectedly, my service was disconnected on Monday night, and the technician failed to show up on the scheduled installation day. Customer service informed me the appointment was canceled due to a mix-up with the basement tenant without any notification. After rescheduling for Thursday, there were further delays and misinformation regarding the appointment time. The technician who did come needed more materials and rescheduled for Friday due to weather conditions. Despite the weather clearing, I was given conflicting information leading to frustration. I have been passed around by customer service representatives without a resolution or the promised supervisor call back. If this is the standard of service, I will consider taking my business elsewhere. I seek clarification on how this poor service will be rectified.

I need help! I recently got an email confirming equipment shipment to my name and Optimum phone number, but the address is wrong, and I didn't make this order. I live in Connecticut, not Yonkers, NY. This is unauthorized, and I suspect fraud. Please help me correct this mistake. Thank you for your order. Here is the tracking information for the shipment: Tracking#: [redacted][redacted]22 Carrier: SMARTPOST Shipment Type: SMART POST STANDARD Disclaimer: Optimum and Suddenlink trademarks belong to their respective owners. Please let me know how to address this mistake.

I changed my service installation appointment from 3/30 8-11am to 3/29 2-5pm. I contacted the support center at [redacted] but got confused by a message stating my appointment was still on 3/30. After chatting with Jonathan and confirming the change to 3/29, I called to confirm. Unfortunately, the representative I spoke with couldn't locate my reschedule confirmation. Requesting a supervisor, I was transferred to Ray, who seemed untrained and unhelpful. After being on the phone from 2 pm to 2:49 pm, Ray ultimately hung up on me. This experience has made me reconsider using Optimum due to the poor customer service encountered even before starting the service. I will now seek an alternative provider and inform others of my negative experience with Optimum.

Hello, Optimum services were working correctly for the past 3 months. Recently, they came out to fix the problem, but I was still charged while getting bad TV service. My TV service was very scrambled, with missing channels caused by the control box outside the apartment being left open for 3 months by a technician who saw it in mid-February. Squirrels chewed on my cable wires, causing issues. I complained to Optimum multiple times, but they made appointments and never showed up. They rescheduled multiple times, causing me to waste my day waiting for them. My bill is now high due to excessive charges from the technician not showing up and the bad servicing I received from Optimum. This all started because the first technician left the box open and did not close it.

Hello, I am reaching out regarding my father-in-law, Philip Ciminelli of 29 Burkhardt Ave, Bethpage NY [redacted]. Mr. Ciminelli, who is 96 years old and not tech-savvy, had unauthorized charges on his bill for On-Demand viewings, including questionable content like "Brazzers 3HR Bloc." He denies ordering or watching these shows, and I can attest he would not engage in such material. I contacted customer service to dispute these charges, but after speaking with Gerald, was told my father-in-law is responsible for them. I am disappointed by the lack of resolution and the seeming exploitation of a vulnerable individual. I insist these charges totaling $[redacted].92 be removed promptly and request that Pay-per-View be disabled on his account to prevent future errors. Please rectify this situation to avoid further escalation. Thank you, Philip Ferreri

On Sunday night, I attempted to watch the new season of Game of Thrones but encountered pixelated and freezing channels. After contacting customer service, a technician visited on Tuesday and made some changes, but the issue persisted shortly after. A second technician visited on Thursday, mentioning an external weak signal problem on the telephone pole. They assured me the issue would be resolved within 24-48 hours, but it's now Friday, and the problem persists. Despite contacting technical support multiple times today, there seems to be a communication barrier, leading to confusion. It has been difficult to understand the representatives, and I even requested to speak with a manager, who was supposed to call me within 24 hours. But the lack of clarity continues, and as the problem stretches into nearly a week, I am left with uncertainty about when this issue will be resolved. The continuous cycle of different responses is incredibly frustrating.

Dear Support Team, I am currently facing a challenging situation due to a recent medical hardship that has led to me falling behind on my payments. This setback has made it difficult for me to maintain my full workload, as I've been mostly bedbound and unable to attend work as usual. I have been doing some work remotely via teleconferencing but am struggling to keep up. I rely on Optimum services, particularly Internet and voice, for my work as a psychologist where I sometimes receive emergency calls. I acknowledge that I may not be able to maintain all services but would like to explore the possibility of making a partial payment to avoid service termination. Given the importance of Internet and voice for my business, I am wondering if it's feasible to forward my calls to my cell phone and temporarily only pay for Internet. I am reaching out to inquire about any accommodations or payment plans available for customers experiencing hardships like mine. I appreciate your understanding and any assistance you can provide during this challenging time. Warm regards, Susanne B.

This morning I had a service call, and the agent seemed unsure of the reason for the visit, which took 45 minutes to clarify. Initially expecting a new DVR box to cover three TVs, he replaced only the old black box. Assured I wouldn't lose any programs, I later discovered my DVR isn't functioning - unable to record, retrieve, or rewind. Despite a reassurance of a return visit within the specified time slot, no one has arrived after four hours. Connect One contacted me, yet no repair person came back. Help is needed as the initial purpose of upgrading was to resolve any issues, as I had no previous problems with my DVR.

I have been experiencing issues with my TV service since last Friday, 4/26. After reporting the problem, I was given a service date three days later. The technician arrived yesterday, an hour late, and couldn't fix the problem due to poor signals. He promised someone would come to repair it last evening, but no one showed up. After calling again, an "emergent" appointment was scheduled for today, 4/30. The technician arrived on time but still couldn't resolve the issue, mentioning that an order for repair should have been placed the day before. It's frustrating to be on day 5 without TV and feeling disappointed with the service experience. The lack of communication and delayed resolution is unacceptable. If there is no resolution by tomorrow, May 1st, I will be canceling all services. I expect a prompt response.

Each year, my family heads south for the winter and subscribes to Optimum's seasonal basic package. When we returned in April/May, I contacted your office to reactivate the service. In April, I was surprised to receive a bill for $[redacted].00, $70.00 more than the previous year as my plan had been changed, and promotions removed without my consent. Despite numerous attempts - around 10 calls - to address this, I encountered unhelpful customer service representatives, some of whom I struggled to communicate with. After sharing my issue, some hung up, promising a call back from a supervisor that never came. I urgently need to resolve this billing discrepancy as I am a news viewer primarily and not interested in sports or movies. I kindly request a call back to rectify this situation promptly. Thank you for your attention to this matter.

My adult son with special needs has been approved for supportive housing in New Jersey. We secured an apartment, and the New Jersey Division of Developmental Disabilities is subsidizing his rent. While his lease began on May 1st, we started preparing the apartment before that date. We arranged for the installation of Altice 1 with a phone service for April 19th. The subcontracted technician arrived within the appointment window but was unsure about the cable installation, mentioning that the TVs needed to be present to sync the Altice box, which seemed questionable. Despite this, the technician recommended a rescheduled installation for when the TVs would be available. Unfortunately, the installation was postponed without a valid explanation, leaving my son without communication tools. I rescheduled for May 7th, emphasizing the need for an Optimum technician. The ongoing issues have left my son's devices disconnected and him unable to use the apartment. I am frustrated with the poor service and treatment received and have requested a call from a manager to address these concerns.

For the last three days, my household has been attempting to set up automatic payment withdrawals from our checking account. Despite speaking with a representative on Friday for over 2 hours, I had to leave before anything was accomplished due to another appointment. On Sunday, my son and grandson-in-law also tried to no avail. The password provided at the start of our service does not seem to work, preventing us from accessing the account. We urgently need assistance to resolve this issue as this is our only bill not on automatic withdrawal. I can share my email address, but I would much rather speak directly with a knowledgeable individual who can guide me through this process in a way that is easy to understand.

When I experienced issues with my Altice One minibox and remote, I visited the local CableVision office to replace the equipment. The customer service representative informed me that Altice One equipment was not available in-store and advised scheduling a service call. She recommended purchasing a Protection Plan, mentioning an $80 service call fee. I later learned that the fee applied under certain conditions, like the absence of an adult during the technician's visit or if the issue wasn't related to Altice One equipment. I felt the representative should have clarified this before suggesting the Protection Plan. The incident happened on 5/15/[redacted] at the Wall, NJ office with the service agent identified as KMM.

I am wondering if my Webroot account can be used on a second device. I recently received a laptop and currently only have it installed on my HP Pavilion all-in-one PC running Windows 10. Could you clarify this for me? Also, I am considering having the Geek Squad at Best Buy assist me with the installation. Do you recommend I contact them beforehand? I've had difficulty reaching a live person using your customer service phone number, which I find frustrating. It may lead to a decrease in memberships, profits, and damage Verizon's reputation in a highly competitive industry. I suggest passing this feedback to your business technology division for necessary actions. Perhaps hiring individuals without specialized skills at a basic wage could address this issue and create job opportunities. Thank you.

This morning, I experienced an interruption in my internet service with my cable modem and router. Despite rebooting both devices, the connection issue persisted for a while. Fortunately, the internet connection was eventually restored. I observed that my Chrome browser displayed a different IP address than my ISP provider's when I accessed my Yahoo email. I'm curious about the factors that led to the interruption and the sudden change in the ISP provider's IP address during the timeframe of the service disruption.

I have been without service since Wednesday, May 22, and I am extremely frustrated. A technician visited and initially thought it was an outage, but later discovered the issue is specific to my house. It seems that during the installation at my neighbor's condo, something was done to my wires, causing me to lose connection. I rely on the internet for work, and not having it has been a major inconvenience. Despite being promised a call back this morning, I have yet to hear from anyone by 3:15 PM. I fear that with the upcoming holiday and my travel plans, I may return to still find no resolution. This situation is unacceptable, and I urgently require assistance. Please contact me at [redacted].

I contacted Optimum regarding a Wi-Fi issue. Despite Technical Support's attempts to assist over the phone, the problem persisted, so a technician was dispatched. I was assured that if the issue was not my fault, there would be no charge. The technician identified the problem as external cable damage likely caused by PSE&G's work in the area. However, I received an $80 bill from Optimum, claiming the technician only worked on internal cables. I believe I should not be held responsible for charges related to external factors beyond my control.

I purchased a hoodie and 2 t-shirts online, but I only received the t-shirts. One of the t-shirts is not as described, as the white letters look pink due to the color not being heavy enough. Additionally, both t-shirts were meant to be different styles but turned out to be the same design in different colors. I paid for expedited shipping twice to receive the items quickly, but they were sent together to the same address. Despite reaching out via email multiple times, I have not received any response. I was promised a call back today within 47 minutes, but nobody has contacted me yet. My name is Jason Welsher, and my phone number is [redacted]. I would appreciate it if someone could get in touch with me as it has been a month of unresolved issues.

My service was suspended due to an oversight in paying for movies on my bill resulting in a $15 shortfall, despite never missing a payment. I requested adding the $15 to the next bill, but my service was still shut off. I had to get outside help to resolve the Wi-Fi issue that customer service failed to address despite multiple calls. Dissatisfied with the service, I plan to switch companies next month. I had continuous issues with the Wi-Fi, outdated cable boxes, and improper billing practices. Optimum's lack of care for customers and products pushed me to consider switching to another provider. The service quality does not match the high fees charged, and I am disappointed in the declining standards since the company was sold. The unprofessionalism and inefficiency encountered indicate a need for improved training and customer service practices.