Optimum Customer Service Issues

On 11/09/19, I contacted Optimum regarding an $80 charge for a service call. I was not informed of this charge beforehand. The technician mentioned fixing an issue on the pole, but only spent less than 10 minutes there. Despite being promised a resolution within 24-48 hours, I never received an update. When I called again on 12/03/19, the customer service team couldn't explain the delay. After waiting on hold for 30 minutes, I spoke to a supervisor (Lee Smith) who refused to waive the $80 fee citing discrepancies in the notes. I am disappointed with the handling of this matter and hope for a satisfactory resolution. Thank you, G. Leone

I requested a manager to call me back regarding an ongoing internet issue. After leaving a message at 6:45pm, I haven't received a response by 11pm. My internet problems led to cancelling an appointment, rescheduling a week later, and experiencing a price increase from $[redacted] to $[redacted] monthly without proper explanation. Despite receiving a one-time discount and an additional free channel, the lack of communication and customer service disappoints me. I value resolving issues promptly to maintain customer loyalty and uphold a positive brand image.

My cable box suddenly shut off and displayed an error message prompting me to call a specific number. After following the automated instructions without success, I eventually reached a live agent. The agent mentioned an issue with the line, but I noted that the other TV connected to the same line was unaffected. I tried rebooting the system by powering it off and then on; however, the process has been ongoing for over 10 minutes now. The cable box now shows a CVC message while the TV screen indicates that it is preparing the system, but the process seems to be taking longer than usual.

On October 2nd, I received a temporary modem from you to activate my phone. A rude installer then came and tried to install a larger TV instead of my requested 13-inch TV. When I questioned him, he refused to set up the smaller TV. I promptly canceled the installation. The installer mistakenly disconnected my phone, causing issues with porting my number to Fios. After numerous calls to both Fios and your company, it was discovered that my number was disconnected by Cablevision. A new technician fixed the issue on October 15th. Despite many attempts, the Cablevision modem has not been retrieved as promised, even after a confirmed appointment on November 2nd. I do not drive, so it has been challenging for me to return the modem. Please pick up your modem and refrain from sending any further bills or bothering me. Contact me at [redacted] to arrange the return of your equipment.

I have experienced multiple issues with my internet service recently. Despite replacing my modem and router several times, my house's Wi-Fi signal no longer reaches the second floor, causing frequent disconnections and slow speeds. Even after upgrading to [redacted] mbps, I never receive more than 50 to 95 mbps. A technician visited my house, replaced two splitters, and demonstrated a speed of [redacted] mbps; however, after the visit, my speed dropped to 94 mbps. I am concerned about the inconsistency and frustrated by the difficulty in communicating with tech support. This situation is particularly challenging for my son, who is on the autism spectrum. It is imperative that this issue gets resolved promptly.

I had a Samsung HDTV connected to my Optimum cable box. Recently, the picture stopped working, but I could still hear sound through the cable box. I bought a new LG UHD TV last week and connected the HDMI and RBG cables to it. However, the TV didn't detect the cable box. I attempted changing the HDMI and RBG cables, but it didn't fix the issue. I'm considering if I need to replace my cable box, which also seems to be a Samsung model. That's the last option I haven't explored yet. Would appreciate any guidance on this matter.

On October 2, [redacted], I decided to switch to Altice One from Fios. I had three TVs for setup, including a small 13-inch TV that I wanted in my daughter's apartment. When the installer arrived, he connected the main TVs but refused to take the smaller TV downstairs for my daughter. This abrupt change in attitude made me cancel the installation. Despite contacting customer service, the situation was mishandled. Not only was my phone disconnected incorrectly, causing inconvenience with calls, but the follow-up to remove equipment was also chaotic. It took 12 frustrating days and multiple calls to sort out the mess. Eventually, a new installer fixed the phone line, and Fios got my number back. I repeatedly requested for the unused modem to be picked up but faced no-shows and unexplained bills. I am unsatisfied with the service experience and expect the modem to be retrieved promptly, charges removed, and a promised $[redacted] gift card mailed. This has been a hassle, and I hope for a resolution soon. Daniel M.

Every time I attempt to log in to my Optimum account to authenticate a streaming service like Roku TV and MSG Go, I encounter the following error message: ---- Optimum Login Service - Uncaught Exception A software error has occurred that is hindering normal operation: java.lang.NullPointerException Kindly inform your Help Desk or administrative staff about this issue as it has been logged for review by an administrator. By signing in, you are accepting our Mobile Privacy Notice. If you forgot your User ID or password, or if you don't have a User ID, please create one now.

I recently noticed a charge of $[redacted] on my account from Optimum, even though I had cancelled my service with them in early October. Prior to canceling, I settled all outstanding bills with Optimum and specifically asked the customer service agent if there were any additional steps needed to finalize the cancellation. I was assured by the representative that everything was taken care of, and my account was closed with no pending bills.

My internet and phone have been unreliable for the past four days, with frequent outages. A previous appointment was canceled as the system was working during the call. Another appointment is scheduled for December 22nd, between 8-11 a.m. This ongoing issue remains unresolved, and I am seeking compensation for the days without service. I am requesting a callback from a stateside representative fluent in English who can address and resolve this matter promptly.

To the Concerned Party, I have been a customer of Optimum for a couple of years now. In [redacted], I signed up for the Optimum Gold package, which was supposed to cost $[redacted] with all taxes included. However, in August, upon returning from a month-long trip, I noticed that two of my premium channels, Cinemax and The Movie Channel, were missing. Despite being subscribed to the Premium Gold package until February [redacted], nobody could explain why these channels were removed when I contacted customer service. After multiple failed attempts to resolve this issue and receiving no callbacks from supervisors, I decided not to pay my bill in November until I spoke to someone in charge. By December, my service was cut off, and it was then explained to me that Optimum had eliminated the Optimum Gold package, shifting customers like me to Optimum Premier with fewer channels but the same cost. It was frustrating to realize that I was being charged the same amount for a reduced service without any prior notice. I have been unable to reach any supervisors for a satisfactory explanation or resolution. Despite signing up for Optimum Gold with all premium channels, Optimum made the decision in August [redacted] to alter the package, remove two channels, and continue charging the same rate. This lack of transparency and unfair business practices are disappointing. I am seeking a refund for the months without the channels and a reduction in my current rate.

My Facebook linked to my Gmail got hacked and is now in Russian. I changed it back, but it keeps translating to Russian before returning to English. Considering deleting the account due to discomfort providing ID on a site that looks different. Would like to discuss this matter with a person.

I visited the Optimum store on Rt 9 in Freehold, NJ on 12/24/[redacted] to exchange a cable box that kept showing an error code. When I got home, I received an email saying I added a box, increasing my bill from $[redacted] to $[redacted]. The customer service representative at billing told me the box wasn't deactivated in the store, holding me responsible until proven otherwise. Even though I signed for the exchange on the computer pad and paid $[redacted].85 via check, I wasn't given a receipt for the box exchange. My Optimum account number is 07[redacted]12-04.

My 84-year-old mother has been a Cablevision/Optimum customer since [redacted]. Recently, I was authorized to manage her account. In [redacted], she moved and unknowingly received a triple play package with internet, which she never used due to her lack of understanding and lack of a computer. Despite paying for a modem, she was never given a router. Over 9 years, no one checked why she didn't use the internet or set up an online account. When I contacted customer service, they were unhelpful, and some implied my mother was at fault. I believe she was overcharged $[redacted] for services she couldn't use. I suggested they apply a new customer discount to her plan, but they only offered a small reduction. I am considering switching her to FIOS for a better deal. I hope this issue can be resolved promptly to avoid any inconvenience for my mother. Thank you, Steven H.

While tuning in to channel [redacted], I encountered frequent black or green screens, followed by freezing pictures when the program resumed. Despite multiple reboots at the technician's suggestion, the issue persisted. A request to speak to a supervisor resulted in a disconnection after a long hold time, leaving me frustrated with no resolution. It's disheartening to pay a significant monthly fee for subpar service. Furthermore, if a service technician is dispatched to address the problem, I am concerned about facing an additional $80 charge for a rented box.

I exchanged an old box that wasn't working for a new Altice box, but it was missing channels like 2 and 7. After trading in all 4 boxes for new Altice boxes, the problem persisted with many channels showing an Err 22 or only displaying the show's name without a picture. A service technician mentioned an issue on the pole, and now all channels display an Err 22. Customer service had me navigate through reboots and transfers before getting disconnected when I requested to speak to a supervisor. This experience has been frustrating, and I believe the problem started with the first Altice box and has only escalated since then, with no improvement even after the technician's visit.

I have experienced issues with the unapplied payments totaling $75.84 for September, October, and November [redacted], despite my bank confirming that the payments were received by you. I have tried contacting customer service through calls and chats with no clear resolution provided. This situation has led to a disruption in my service due to your error. The different responses given by customer service representatives and the language barrier have added to my frustration. I am requesting the following actions to be taken by Optimum: 1. Verify and apply the missing payments to my account promptly. 2. Reverse any late fees, restoration charges, or other erroneous fees resulting from this error. 3. Compensate me with a free month of service due to the inconvenience caused. 4. Process a refund for any overpayment made. 5. Assure me that similar payment issues will not reoccur, especially with my upcoming payment on 1/10/[redacted].

I initially suspected my ex of using my points, but after speaking with an Optimum agent, I learned they were redeemed at Superstore, a store I frequent. Since my ex doesn't live nearby, I realized it couldn't have been him. I misplaced my fob card, which I didn't notice missing as I usually rely on my regular card for purchases. Despite putting in significant effort to accumulate 62,[redacted] points, an unknown individual redeemed them, leaving me frustrated. During a recent visit to Superstore, I mentioned the issue to a cashier. Instead of addressing it discreetly, he made a joke about losing a large sum of money, causing some onlookers to laugh. I found the situation inappropriate and lodged a complaint against the cashier. I had plans to save my points for a substantial reward, and now I feel disappointed about the theft. If my points aren't restored, I will escalate the matter on social media. D. Kenny

I have been without service for more than five days now. I had an appointment scheduled for Tuesday evening, but the technician never showed up despite a call informing me of their delay. There was no follow-up communication to let me know about the no-show. Optimum has now rescheduled me for the coming Monday, but I rearranged my entire day to address this issue, as I rely on it for my online work from home. The response from Optimum so far has been unsatisfactory, with them suggesting they will only call me if there is an opening as if my time is not valuable. When attempting to escalate the issue to a supervisor, I was met with the option to cancel my service, which I found to be disrespectful and unprofessional, especially considering I am a loyal paying customer. This lack of respect for consumers is disappointing, particularly given how crucial internet services are today.

I purchased a plan with Altice from my Optimum rep, thinking it was for a SIM card, unaware of the auto-billing setup leading to charges before even receiving the card. Altice seems to make cancellation difficult intentionally. When trying to cancel within 30 minutes and facing a 24-hour wait and immediate billing for a service not initiated yet, along with undisclosed fees like activation charges, the situation felt misleading and frustrating. Despite expressing my desire to cancel, I received a shipping confirmation for the card hours after cancellation, adding to the confusion. I feel scammed by this experience and am disappointed in Optimum for facilitating this process without proper support for customers looking to opt-out.