Optimum Customer Service Issues

Archive 9

The following are issues that customers reported to GetHuman about Optimum customer service, archive #9. It includes a selection of 20 issue(s) reported October 14, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently discovered that two Premium channels, Cinemax and TMC, were unexpectedly removed from my TV Gold package with Altice. Despite being promised that these channels would be included until March [redacted] when I signed up, they were removed without notice. I contacted support, and they explained that a system error had downgraded my package. I requested to speak with a supervisor, but one was not available, and I did not receive a callback as promised. I am seeking assistance from Altice's management or legal department regarding this breach of contract. You can reach me urgently at [redacted]. - Christopher S. from Milford, CT
Reported by GetHuman2201857 on Monday, October 14, 2019 12:26 PM
We have two TVs, one in the living room and one in the bedroom. The living room TV is working fine, but the bedroom TV is not. Cable connections were checked, both TVs and the internet equipment were rebooted multiple times with no success. Despite contacting OPTIMUM over ten times, the response received about a power outage in the area does not seem accurate, given that one TV is working. All other devices connected are functional. The message on the bedroom TV reads "Weak or no signal. Check the antenna cable connection and stored channels." OPTIMUM's support did not lead us to speak with a representative for further assistance.
Reported by GetHuman-jmeer on Thursday, October 17, 2019 8:14 PM
I've been experiencing pixilation issues intermittently for some time, with technicians attributing the problem to a pole down the street each time they visit. Issues recurred in late September, worsening to affect channels like 20 on October 3rd. After reaching out for a service appointment, I was informed of a week-long wait due to my work commitments. Unhappy with this, I requested a supervisor but was promised a call within 48 hours that never came. Following up on October 5th, I was abruptly hung up on and informed that no help was available. On October 7th, my attempts to contact the main office were futile, leaving me frustrated. As a loyal customer of 30 years, I expect better treatment. I urgently require a service appointment this weekend that aligns with my schedule, or I will consider switching to Fios. Jerry D.
Reported by GetHuman-jdelena on Friday, October 18, 2019 3:32 PM
I've been experiencing ongoing issues with my Optimum cable and phone services for the past month. Following a frustrating conversation with customer service, a technician finally visited last Thursday. He identified a problem at the pole, arriving late and causing me to leave work early to meet him. Today, my services are still not functioning properly due to faulty hardware on the pole and a weak signal. I've received a hefty bill of nearly $[redacted] from Optimum and I'm unsure if I should pay it considering the ongoing issues. Despite notifying Optimum about the situation at the pole, it remains unfixed after 48 hours, with no technician showing up. The recent transition to a new French company has only added to the service problems, prompting me to consider switching to DISH. It's frustrating not being able to watch the playoff baseball games due to these issues.
Reported by GetHuman-domv on Sunday, October 20, 2019 3:01 AM
I am facing a serious issue with my Optonline email account. As a Comcast/Xfinity customer, I have been using the email [redacted] for the past 10 years, originally obtained while living in Connecticut, I am now residing in Florida. Recently, I was informed by George from customer support that my account is considered obsolete. He mentioned that there is no solution for this problem. I sincerely request assistance to regain access to my emails, which appear to be missing. I was completely unaware of this situation. I am willing to cooperate in any way to resolve this. Even if it means opening a new account, I am willing to do so. This issue has caused me significant financial loss and stress. Due to unauthorized activity, I had to change my phone number from [redacted] to a temporary one, [redacted]. The entire ordeal has been a nightmare.
Reported by GetHuman3804510 on Monday, October 21, 2019 5:46 PM
Dealing with Optimum has been a real nightmare for me. Since January [redacted], when I requested to cancel all services except Internet, my bills have been consistently inaccurate and increasing. Initially, I was informed my service was just suspended, hence the higher bills, so I paid without question. Subsequently, as the charges exceeded $[redacted], I was told to return the cable box to the store to have them waived. I complied, but the bills remained the same. Despite numerous discussions with various representatives, even having a detailed conversation with a supervisor on 9/12, the issue persists. Despite agreeing on a $66 payment and then $79.34/month, I was shocked to receive a bill for $[redacted].99. Frustrated, I paid $89.34 to prevent my internet from being cut off. Today, after contacting customer service twice, I am left feeling unheard and stressed. At 75 years old, each interaction is taxing. I only wish to be charged for the internet service as agreed. I kindly request assistance from Optimum to rectify these charges.
Reported by GetHuman-lmanuk on Wednesday, October 30, 2019 10:31 PM
I'm having ongoing billing issues with Optimum after requesting to cancel all services except for Internet in January ****. Despite multiple calls and returning the cable box as requested, my bills have continued to increase and are now at $***.**. After numerous conversations and broken promises, I am feeling frustrated and stressed. My most recent effort to resolve the issue today resulted in no call back as promised. I am ** years old and every interaction regarding this matter has caused me undue stress. I am seeking assistance to only be charged for the internet service and have all other incorrect charges waived. Your help with this matter is greatly appreciated.
Reported by GetHuman3859982 on Thursday, October 31, 2019 2:04 PM
I have not been an Optimum member since moving in August [redacted]. In August [redacted], I returned all Optimum equipment to the Bethpage/Hicksville location and was commended for my organization. Despite paying the remaining Optimum charges three statements ago, I received another statement recently with a credit that I cannot use at my new residence with Fios/Verizon. Now, on 11/2/19, I received a bill for $[redacted] without any explanation. I have tried for 4 hours from work to reach someone on the phone at Optimum with no success. None of the published phone numbers have the option to speak to an agent, and they all have the same recording. I kindly request your attention to this matter and a follow-up phone call. Thank you. Sincerely, Amy H.
Reported by GetHuman3883237 on Monday, November 4, 2019 8:04 PM
On October 23rd, my appointment to update to Altice One was unsuccessful as we did not have an HDMI-compatible TV. This requirement was not communicated when we scheduled the appointment. During the service visit, we mentioned that our upstairs phones were not working. After inspecting the modem, the technician seemed to have accidentally disconnected the phone cable. He rescheduled for October 28th. The following week, another technician quickly fixed the unplugged cable but cancelled the order and assured us we wouldn't be charged. Despite giving a tip, I am deeply disappointed. We were promised a follow-up call from a Supervisor, but no one has reached out. I have been a Cablevision customer since [redacted], but due to this experience, I am considering switching to Fios or Spectrum. Michael C.
Reported by GetHuman-mmikecap on Monday, November 4, 2019 9:00 PM
On Saturday, I waited for a technician that Optimum Customer Service says doesn't exist, despite having an email confirmation with a confirmation number. Thanks for the great customer service, Optimum! Appointment Date & Technician Arrival Window: 11/9/19 8am-11am Customer Name: BRYON THOMAS Address: 14 Academy St, Beacon, NY [redacted] Monthly Payment: $[redacted].95* Premier TV, Internet [redacted], and Phone If you have any questions or need to change your order, please call us at [redacted]. Order Summary Confirmation Number: [redacted]0 Customer Privacy Notice This email is to inform you of important information about your Optimum products, services, and account. Please do not reply to this email as this mailbox is not monitored.
Reported by GetHuman3911274 on Saturday, November 9, 2019 5:15 PM
On November 4th, [redacted], I visited Suddenlink to set up Altice phone service. I made the payment, but 8 days later, I still don't have a working phone. They tried to transfer my old number, which was suspended due to non-payment, but the account got stuck. Suddenlink claims it's a technical issue and they can't provide a new number. Despite visiting them six times in 8 days, I am left waiting for 45 minutes to 2 hours each time to address the problem. As a person with disabilities who doesn't drive, this situation is very difficult for me. I am frustrated and urgently need to speak to a supervisor since it seems that Suddenlink's management is unaware of how to handle these issues.
Reported by GetHuman3933535 on Wednesday, November 13, 2019 11:16 PM
My TV, internet, and phone were all functioning until I contacted on 11/14 to switch my TV to vacation mode. Since then, only my TV stopped working with an on-screen message directing me to make a payment at optimum.net/pay-bill, even though no payment is due. Despite contacting Optimum four times and spending a total of four hours on the phone, none of my TVs are working. I have spoken to four technicians who attempted to reboot, but they said, "TV service is out in your area, will send tech," which is not the issue. The same message persists on the screen. Technicians promised to call back but have not done so yet.
Reported by GetHuman-redmerf on Friday, November 15, 2019 2:38 PM
I placed a service call at 1 a.m. last Wednesday, and they said my box needed replacing, but they couldn't come until Saturday. It's frustrating dealing with such delays in this day and age. The box was replaced Saturday morning, but my landline service wasn't restored until today at 11:30 a.m. I was offered a $39 credit for cable and $1 for the phone, which seems inadequate for all the trouble. Optimum seriously needs to improve their customer service. It's frustrating having to deal with unhelpful employees and constantly rebooting the box just to get assistance. I'm tired of being put on hold for over 30 minutes, only to be disconnected without a solution. The ongoing issue with favorite channels not working is also irritating. I previously switched to FIOS due to pixilation problems but came back to Optimum, which was a mistake. I am looking into other options now and won't be returning to Optimum, no matter the cost. It's disappointing because they have good programming but terrible customer support.
Reported by GetHuman3975895 on Thursday, November 21, 2019 10:57 PM
I've spent over an hour in two phone conversations with Customer Service, and the last call suddenly disconnected after 32 minutes. I called two other times and got disconnected while on hold. I've been a customer for over 20 years, but with the billing problems and poor customer service I've faced this month, I'm considering canceling my services. The $80 service fee is my main concern. The technician said the phone issue was due to a wire outside, but I was charged for an in-house repair that didn't happen. Additionally, last month I spoke to someone in retention department about my bill increasing after promotions ended. I was assured the bill would be around $[redacted] with taxes for the next month and approximately $[redacted] going forward. I also noticed my TV package was upgraded to Premier from Silver without my consent, costing an extra $20. I just want the charges I was promised by retention and the $80 fee removed before my bill is due tomorrow.
Reported by GetHuman-bonniept on Friday, November 22, 2019 1:36 AM
As a loyal customer of Cablevision/Optimum for over 40 years, I was surprised when my service was disconnected without any prior notice. Despite always paying my bills on time, recently transitioning to a tighter budget in my retirement, I have continued to meet the rising costs of the service. Following negotiations for a more affordable plan last week, a representative from Optimum reached out to recommend switching to the new Altice system. We scheduled appointments for two different days, each with a 3-4 hour window, but unfortunately, both appointments came and went without any resolution. This caused me to cancel other commitments at the last minute, incurring costs, due to the lack of consideration shown to a long-standing customer like me. If this is the new standard of customer service, I may need to explore other cable providers who prioritize the needs of their loyal customers better.
Reported by GetHuman-rpseja on Friday, November 22, 2019 3:19 AM
I started the service last Wednesday, but since yesterday (Saturday) I have had no internet. I called this morning and was promised a callback at 2 PM. However, when I received the call, it was disconnected. I am unable to reach anyone to fix my internet issue. Please assist me. The message I receive on my IE is as follows: HTTP Status [redacted] - type Exception report message description The server encountered an internal error () preventing it from fulfilling this request. exception java.lang.NullPointerException Note: The full stack trace of the root cause is available in the JBoss Web/2.1.3 logs.
Reported by GetHuman4021854 on Sunday, December 1, 2019 9:11 PM
On Wednesday I spoke with a customer service representative about reconnecting my service. They provided a balance of $[redacted] and some change. I mentioned that I still have the modem, router, and cable box, so my bill should be $[redacted]. To reconnect, they said the total amount would be $[redacted], including an additional month of service. I am ready to pay this balance to have my service reinstated. Also, I have moved to a new address and would appreciate a call back from the company to assist with the transfer of services.
Reported by GetHuman4025722 on Monday, December 2, 2019 4:16 PM
I've been having trouble accessing the most recent TV shows on the "free On Demand" menu on my TV for the past week. Shows older than 11/21 work fine, but newer ones won't load. I'm resorting to watching online for now. Despite having Verizon internet, I prefer Optimum TV for channels like News 12, which I've had for over 25 years. Optimum is sending a technician on 12/10, though they plan to charge $80. When I checked Optimum's website, I noticed that newer episodes past 11/21 are missing there too, so it's not just my TV. I suspect those responsible for updating the shows are falling behind. The phone support believes it's my TV's fault, but I disagree. I'd like to contact an Optimum executive to address this. Securing their contact details is challenging, and I aim to have written proof in case I escalate the complaint to NJ Consumer Affairs or Walt Kane at Channel 12 in the future. I appreciate any assistance with obtaining Optimum's contact information. Thank you.
Reported by GetHuman4027068 on Monday, December 2, 2019 6:32 PM
I am inquiring about the cost to set up my service as I have already paid my outstanding balance. I currently have the modem, router, and one cable box, and I am wondering if I need an additional cable box. I recently moved from [redacted] Washington Avenue Apartment 7 to [redacted] Park Avenue Apartment 2 in Asbury Park, New Jersey. Could you please provide me with the pricing details for setting up the service at my new address? Thank you.
Reported by GetHuman4025722 on Tuesday, December 3, 2019 4:28 PM
Regarding Account # 07[redacted]95-03-6 To Whom It May Concern, On September 21, [redacted], my internet was installed by a technician. Since then, I have experienced frequent internet disconnections. I have contacted customer service representatives online and over the phone multiple times. After being advised to change the modem, despite using a new modem that is compatible, I suspect there may be a wiring issue. Eventually, I requested a technician to come and investigate. On October 17, a new technician arrived and resolved the problem. He indicated that the initial technician had not connected the cable properly, resulting in an unclosed signal. This was clearly due to the incorrect installation by the first technician. Despite not being informed of any service fee, I was later billed $80. I contacted customer service on November 2, and was promised a call from a supervisor. A manager contacted me on November 8, acknowledging the error caused by the initial technician but mentioned needing to report to a supervisor. In the latest bill received on December 02, the $80 fee remains along with a $10 late fee. I paid my service fee of $58.49 on time but refused to pay the disputed $80. Despite a month passing since my conversation with the supervisor, no further progress has been made. As a new Optimum customer, I find it disappointing that such a straightforward issue still remains unresolved after this prolonged period. Everyone seems to recognize the error, yet no action has been taken to provide a reasonable solution. It is frustrating to have suffered due to the incorrect installation and then be charged for resolving the company's mistake. I contacted customer service today on December 03, in hopes of clarifying the situation and receiving a prompt resolution.
Reported by GetHuman-gzcaiyan on Tuesday, December 3, 2019 6:39 PM

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