Optimum Customer Service Issues

Archive 7

The following are issues that customers reported to GetHuman about Optimum customer service, archive #7. It includes a selection of 20 issue(s) reported July 24, 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 have been an Optimum customer since March this year due to living in a senior complex, Edison Woods Seniors, that only allows Optimum services. I signed up for the basic package in March, but I've been experiencing billing errors every month. Most recently, I was overcharged $18.05, which is concerning as a senior on a fixed income. Furthermore, a representative misled me on adding channels for an additional cost and did not mention I would lose my original discount. Despite trying to resolve these issues, including never receiving a promised $[redacted] American Express card, I have faced unhelpful customer service and unresolved problems. I am disappointed with the service provided, especially since Optimum is the only option in my area. - M.A. Ackerman
Reported by GetHuman-mattacke on الأربعاء ٢٤ يوليو ٢٠١٩ ١٨:٤٧
I have encountered three significant issues this past year with the customer service provided by your company. The quality of service has drastically declined from what I have experienced since [redacted]. Communication has been inconsistent, with multiple technical agents providing conflicting and incorrect information, charging unnecessary fees, and failing to resolve issues promptly. Despite my loyalty and patience, I have faced ongoing problems with service interruptions and unresolved technical issues. I am frustrated with the lack of reliability and professionalism, especially considering my age, health concerns, and fixed income. After a series of ineffective interactions and a missed service appointment, I refuse to pay the unjustified $80 charge for a service call that never materialized. I am left with unresolved problems and unreliable services, prompting me to consider canceling my account after 25 years of loyalty.
Reported by GetHuman-iamlittl on الجمعة ٢٦ يوليو ٢٠١٩ ٠٢:٠٠
My name is Porferia Ryan. I have an Optimum account and was charged $80 for a missed appointment, although my husband and I were at home waiting for the technician. The technician falsely reported that we were not present, but my car was parked outside, and we were both eagerly waiting for the doorbell to ring. Despite this, we never heard it. I believe the technician may have lied or not attempted to reach us properly. I am deeply frustrated. I have called Optimum for two days, requesting to speak to a supervisor, but no one has addressed my concerns so far. This situation is unacceptable as I pay $[redacted] for a basic service yet receive such poor treatment. As a nurse working long hours, missing work due to such issues costs me a significant amount of money. I hope this matter can be resolved promptly; otherwise, I will escalate it to the Board of Directors to ensure proper action is taken.
Reported by GetHuman3352146 on الخميس ١ أغسطس ٢٠١٩ ٢٠:٥٦
Regarding Service Request [redacted] I had Optimum internet installed on 7/15/[redacted]. The technician offered to program my new TV with Wi-Fi. I requested he write the information on an index card, but he forgot. Being semi-handicapped at 86 years old, I lack energy. When I had to move the TV, I lost the programming. I contacted Optimum multiple times, enduring lengthy marketing messages and music. Getting a prompt response is a challenge -- calls get disconnected, forcing repeated attempts. Could Optimum send a technician without an additional fee? Please advise on my options. Thank you.
Reported by GetHuman3454618 on الثلاثاء ٢٠ أغسطس ٢٠١٩ ١٦:٤٨
Dear Sir or Madam, I would like to share my recent experience with Optimum regarding a service visit on May 24, [redacted], to fix our WiFi issue. The technician replaced two connecting pieces but mentioned that if further repairs were needed, they might have to replace a wire under the house. I specifically asked if I would be charged an additional $80 if they had to return, and the technician assured me that I would not be double charged. However, when they came back on June 18, [redacted], and replaced the wire, I noticed I was billed twice for the service fee. Despite writing a letter requesting an $80 credit on my next bill, it was not reflected in the billing department. I am reaching out to see if it's possible to have the $80 credit applied as promised. I appreciate your help in resolving this matter. Thank you for your time and understanding. Sincerely, Nancy Scott. Optimum account number: [redacted]. Email: [redacted].
Reported by GetHuman3344447 on الأحد ٢٥ أغسطس ٢٠١٩ ١٦:٥٩
I have been a loyal customer since the Cablevision days in the late 1970s and continued with Optimum in [redacted], and now I am an Altice customer. Recently, I received multiple enticing offers in the mail for new customers with much better pricing than what I currently have. The latest offer is Alice One + Internet for $64.99 a month for life while I am paying over $[redacted] a month. When I inquire about these promotions, I am repeatedly informed they are exclusively for new customers. Despite my long-standing loyalty, I was not presented with any special deals when I transitioned to Altice. I find it unfair that new customers receive such great offers while loyal ones like me are overlooked. I would like to benefit from the $64.99 per month for life promotion as well.
Reported by GetHuman3502051 on الخميس ٢٩ أغسطس ٢٠١٩ ١٥:٠٩
I recently moved and found the process far from easy as advertised. My cable services were connected on 7/13/[redacted], and I brought my own equipment. I downgraded my package due to cost, effective the same day. I was surprised to discover my phone number had changed, causing inconvenience. Upon receiving my bill, I noticed charges for two residences for the same period. Despite contacting customer service multiple times, the issue remains unresolved. I am due a credit for the downgrade since 7/13, yet my bill reflects a prior balance. I urge the company to rectify this situation promptly. Thank you for your attention to this matter.
Reported by GetHuman3503493 on الخميس ٢٩ أغسطس ٢٠١٩ ١٨:٤٣
I have contacted three different phone numbers, yet I am unable to speak to a real person. I plan to pay my bill in full on September 4th when I receive my SS check. I have attempted to call multiple times without any answer. I find the language option frustrating as English should be the default choice. I want to discuss my concerns but can only do so on Wednesday. I will make the payment using my bank card through the automated system. Your service has been unsatisfactory, and your staff seem uninformed. The issue with my WiFi was not properly addressed, and I am exploring other options. The constant service interruptions are unacceptable compared to my previous DSL service. Please contact me at [redacted]. Thank you, Jozy.
Reported by GetHuman3518286 on الأحد ١ سبتمبر ٢٠١٩ ٢١:٠٣
I experienced issues with the service provided by your company. I had three visits to address the problems, including installing a new underground service line. During the first visit, the technician inaccurately reported no issues, leaving several channels inaccessible. The second technician identified a faulty line, requiring a replacement. However, the new line installation took longer than initially stated. Even after the new line was installed, Channel 10 continued to pixelate. After experiencing a complete service outage for three days, which was eventually resolved after scheduling another appointment, I decided to cancel the service call. Despite the restoration, Channel 10 still has pixelation issues. I am requesting a reversal of the service charge and a credit for three weeks of missing channels and the three days of complete service interruption.
Reported by GetHuman-mjccpa on الأربعاء ٤ سبتمبر ٢٠١٩ ١٧:٢٩
My 91-year-old mom, who lives in Freehold, NJ, alone, lost her cable, internet, and phone services last Saturday, August 31st. Despite reaching out to Optimum for emergency help, the earliest they could send a technician was today, Wednesday, September 4th. Today, a technician finally arrived and determined that the issue was on the outside of the house, requiring a different technician, which will take another 24-72 hours. We have complained to Optimum multiple times, and while they said they would try to expedite the process, no action was taken. The lack of customer service for a 92-year-old woman living alone in need of phone service, especially in emergencies, is disappointing. I hope Optimum will compensate her besides deducting the days with no service.
Reported by GetHuman-silouie on الأربعاء ٤ سبتمبر ٢٠١٩ ٢٣:٠٠
I have been experiencing persistent internet connectivity issues with my service. The connection keeps dropping, indicating the coaxial cable is not connected, despite my attempts to reattach it multiple times. After contacting Optimum, we discussed inside and outside charges. Even after trying new coax cables, routers, and modems, the issue persists. Various technicians have visited, making changes inside and outside the house. The latest technician found the problem was at the pole and fixed it. However, Optimum wants to charge me $80 for the initial service call when the issue was misdiagnosed as not an outside problem. I believe the problem was clearly external and after all the unsuccessful service calls, the charge should be waived. Any advice on how to handle this situation?
Reported by GetHuman3539989 on الخميس ٥ سبتمبر ٢٠١٩ ١٩:٤١
In need of technician for home visit. Account number [redacted]. Contact person: Sylvia Singer at [redacted]. No email available. Please call Mrs. Singer directly. Apologies for the inconvenience caused to my mother, who struggled to reach your office all afternoon. Your current system is not elder-friendly, and the lack of support for those unfamiliar with technology, like rebooting and accessing devices, is disheartening. This level of service is not acceptable from a large corporation. Please address these issues promptly. Thank you, Cheryl Rau
Reported by GetHuman3541531 on الجمعة ٦ سبتمبر ٢٠١٩ ٠١:٢٦
After being a loyal customer of Optimum for 20 years, I've noticed a decline in service quality since it was acquired by Altice. It has become frustrating to not be able to reach a native English-speaking customer service representative despite choosing English in the voice prompt. I'm seeking a thorough explanation about the necessity of certain codes and concerned that removing my late husband's code might also delete his email account. I never encountered this issue before his passing, and now I'm being pressured for the code even though it doesn't improve service efficiency. I've encountered difficulties understanding representatives with poor English proficiency and struggled to communicate effectively with them. A simple request for an English-speaking representative seems fair for the fees I pay. It's disheartening that my concerns have not been addressed adequately, and I hope to find a resolution soon.
Reported by GetHuman3541997 on الجمعة ٦ سبتمبر ٢٠١٩ ٠٤:١٩
I have spent hours today on the phone with representatives from your company regarding my mother's account. I found some employees to be rude and unhelpful. The account in question is 0[redacted]78-01-1, under Elizabeth Booser's name. She has been a loyal customer since [redacted]. In March, we suspended her service due to health reasons, and she is currently in Florida. I missed calling in August to extend the suspension, and she was billed a full month's service amounting to $[redacted].41. I have called for the past two days to address this billing issue since she will not be returning to New Jersey. I requested the bill be waived and to put her on a seasonal rate until her status is known. As her daughter with 35 years of experience in customer service, I was disappointed by the service provided. I am requesting to revert to a suspended or seasonal rate for my mother's account. Please consider waiving the monthly charge for a long-term customer who is now 89 and undergoing dialysis. Kindly respond promptly, or I may need to escalate this matter to local news outlets. Thank you, Linda Booser
Reported by GetHuman-lbooser on الجمعة ٦ سبتمبر ٢٠١٩ ١٨:٢٩
I have been attempting to reach customer service for 24/7, but no one has returned my calls. The phone numbers provided are not working, and I have not received any information regarding setting up my Optimum ID and password. It seems like almost [redacted] people are facing the same issue. If there is no way to communicate and resolve this problem, I may need to consider canceling my cable service.
Reported by GetHuman3546965 on السبت ٧ سبتمبر ٢٠١٩ ٠٠:٥٢
I have been experiencing persistent internet connectivity issues with my service. Despite trying numerous solutions, the problem continues to reoccur. After multiple visits from technicians, it was determined that the issue stemmed from additional inputs into the splitter causing a weak signal. Although attempts were made to rectify the problem, it persists. The latest technician identified the root of the problem at the pole and assured that it would be resolved. However, Optimum is now attempting to charge me for the initial visit when it was believed to be an inside issue. Given the extensive efforts made to address the problem, it is unreasonable to be billed for a misdiagnosis. I have raised this concern with Optimum to no avail. The issue appears to lie outside the premises, and the charge should be waived to acknowledge the inconvenience caused to a loyal customer.
Reported by GetHuman3539989 on السبت ٧ سبتمبر ٢٠١٩ ٢١:٣٦
Hello, I have been a loyal customer of yours for over 20 years. Recently, I've noticed that my bill with Optimum.net has been increasing over the last three months, despite not utilizing the TV portion of my subscription. With my new Samsung smart TV, equipped with ROKU, I have access to various entertainment options, making the TV package redundant for me. Additionally, I am considering signing up for the HULU LIVE TV service at $45 a month, which would offer me more value. I have a couple of inquiries for you: 1. If I were to cancel my TV package and retain only the internet and phone services, what would the revised pricing be? 2. The HULU TV service costs $45/month, while I currently pay $65 + taxes (almost $70) per month for TV with you. Could you potentially lower the TV portion of my bill by $25 so I can continue with all three services? 3. If this adjustment is not feasible, I am contemplating switching to FIOS for their $39.99 internet service for a 2-year guarantee and canceling all three of my current services. Could you please inform me of my options moving forward?
Reported by GetHuman-jakevek on الثلاثاء ١٠ سبتمبر ٢٠١٩ ١٥:١٠
I am seeking a waiver for the $80 home tech visit fee. The issue stems from an incorrect initial installation by Optimum in [redacted]. There are no problems with the phone line or wiring in my home. I have been a loyal cable customer of theirs for 16 years and signed up for all three services back in [redacted]. Unfortunately, during the two installation visits in [redacted], the work was done incorrectly. My current landline was ported, and I was erroneously charged for and provided with two lines that I did not request, resulting in extra charges. A technician revisited and it was determined that the phone and wifi were set up incorrectly. I have experienced poor service for years and even online support was not able to resolve the issue. Finally, the problem was rectified by paying the $80 service charge.
Reported by GetHuman-czinser on الثلاثاء ١٠ سبتمبر ٢٠١٩ ١٥:٢٧
I have been trying to contact Optimum regarding Altice without success. I have a scheduled appointment with Verizon due to Optimum's poor customer service. Even when Optimum offered to call me back, they were hours late. Considering Verizon offers a similar service for $[redacted] less, the decision to switch seems obvious. Despite Optimum's constant letdowns, I tried reaching them again today, only to face the same issues. Optimum's lack of professionalism and disregard for loyal customers is disappointing. If Optimum can provide a better offer, I am open to staying, but if not, I will switch to Verizon as they have already shown me better service. My family member pays significantly less for the same service. The inability to speak to someone at Optimum is frustrating. I work at a large company and will not hesitate to share my negative experience with others if this is not resolved promptly.
Reported by GetHuman3570390 on الأربعاء ١١ سبتمبر ٢٠١٩ ١٤:١٠
I am an Optimum customer using the service for my home devices and work connection. My Modem is in my office where I work for Northwell Health in Plainview remotely. I have followed troubleshooting steps without success, experiencing frequent disconnects around 11:00am and 3:00pm for over two months. This situation disrupts my work, impacting daily tasks and monthly reports. I am one of around [redacted] employees facing this issue. Contact with Northwell Health's Help Desk and CITRIX had no effect. My internet connection is crucial for my productivity. Seeking assistance from Optimum to resolve these connectivity problems. Looking forward to a solution promptly. Thank you. - Gail A. Porter, ER Coder at Northwell Health, Plainview.
Reported by GetHuman3572566 on الأربعاء ١١ سبتمبر ٢٠١٩ ١٩:٣٢

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