Overpriced with awful customer service. Numerous calls to idiotic CS people, who insisted that a woman's voice needs to call, even though I was an authorized user on the account and had all the relevant information needed. Can't even reset a password online. read more

The worst services I have ever experience in any company. From bumping up your rates without your knowledge to setting up appointments. they give you all day appointments. the technician can come anytime between 10 am till 8pm. That's how they work and if the technician wants he can cancel the appointment at 8 o clock if he wants too. They can have you waiting all day, they say they have a tracking service in the app and it's useless. read more

I can't comment so much on the service they provide but their costumer service is horrible! I received a promotion in the mail and after speaking to someone I hesitantly agreed to get services with optimum. The same day I cancelled the services as I found another company that would offer more for a cheaper price. The representative stated that I would be fully refunded within 7-10 business days. After 12 days, I still never received my refund and after speaking to a representative she told me it was never processed. I was very upset to find this out and expected a quicker refund than 7-10 business days. The representative stated that she can send me a check that will get to me within 2-5 business days with a follow up email regarding the refund. After 3 days, I never received an email and called again. For the third time I was told NOTHING was processed for my refund. That is absolutely ridiculous, NO SERVICES WERE PROVIDED AND THEY HAD NO PROBLEM TAKING MY MONEY! But it is a hassle to get my well deserved refund. Absolutely absurd!! Called again a few days later to make sure it was being processed and of course I have to wait 7-10 business days from the 3rd phone call. Still pending my refund but a very unhappy costumer that will not recommend optimum to anyone! Extremely unprofessional! read more

If I could rate this company zero stars I would. They have the worst internet service I've ever had but because they are the only company available in my region I had to go with them. They raised my bill and changed my service throughout my term with them without notice. I have been experiencing terrible service the last three weeks and have been calling/messaging them online for the last week to get my internet service fixed. They dropped call and chats after being on hold with them for anywhere between 1.5-5 hours every time I've tried contacting them. After getting in touch with someone I was constantly transferred from department to department just to have them hang up or not provide any helpful information. I was then told a technician would be out to install a new modem and he did not show up. Told them about this and they said i would receive a call from a technician which I also never got. Spoke with them again today to reschedule an appointment and explained I needed service immediately as I have been waiting a week for this to be fixed and have important meetings online that I cannot reschedule. They said they can't do anything until Monday now (today is Saturday). I asked to speak with a supervisor and was then told that they would have to call me back anytime between now and the next 48 hours if I wanted to speak with a manager. Terrible company and absolutely terrible customer service. Do not recommend to anyone. read more

Too understaffed. When you have a random issue you might get a quick service call, but I've been waiting 3 days and they say they're backed up... I can't run a business like this. read more

Please tell me how your system is down and will not accept a check payment yet you want to charge me $10.00 to do the payment with a representative. All they can say is trying one of our other options we will not waive the fee. Can you say LACK OF CUSTOMER REPRESENTATIVE. Live in Manalapan NJ if anyone has another option please let me know. read more

When I started with optimum back in 2014, they weren't bad. I was paying $45/month for the year under the impression that it would move up to $55 afterwards. It did, but then it started randomly getting higher every 6 to 8 months. In December, my bill was $75 in January it jumped to $85 and in February it was $93. I called and made a complaint about this increasing bill and then the next bill was $103. I then asked for my services to be disconnected, and the CSR copped an attitude saying sorry you feel that way. Since then I was under the impression that it was no longer connected, but they kept charging me, and finally disconnected it at $372. Every time I try to call to speak to someone it sends me to the payment module and when I do get someone, they can't help because their system "Just started updating." This company is horrible to their customers because they hold a monopoly on internet in Brooklyn. read more

Terrible customer service. I've had less than 1MBPS of upload for almost 3 days now. A technician just finished installing a new modem/router and rewiring the inside and outside of my house. Still no fix on the upload. Contacted customer support and they did nothing. They actually disconnected the help chat and now only reply "I'll have to make a notation on your account about this recurring issue." The recurring issue is the tech point blank told me their system is throttling my upload speed. Furthermore, the first two customer service people I spoke to threatened me with service fees if I didn't sign up for an additional monthly service plan that could not be cancelled for six months. Meanwhile, the tech shows up today with a receipt (emailed early by mistake) stating they were rewiring everything, replacing the modem they claim did not come from their company (that they installed here), and marking for no charge. Go with any option but Optimum. They lie every step of the way and refuse to fix their own mistakes. read more

I called trying to terminate my service for the price is too high compare to Verizon Fios. However the customer service lady is acting like a bull dog keep asking why why why.. and refuse to terminate my service. There is no contract with this company but she still refuse to terminate. What is wrong with Optimum Cable company? Also, they are no return your fee if even you used for only few days for their service which is bad with their policy. I won't consider Optimum Cable service anymore and recommend anyone who request cable or internet service use or switch to FIOS which has no contract and cheaper. read more

I moved out of my Brooklyn house in October 2015. It is May 2017 and I am still trying to get my name off of this account. These people are absolutely the worst. read more

I'm 67 years old and this is the first time I have had to do business with optimum internet, tv and phone. THE WORST company ever. I waited on hold for 1.5 hours the first day and never got to speak with a customer service rep and the 2nd time I called I waited over 1 hour and again I had to hang up because NO ONE answers the call. I even tried to email customer service but I can't find an email address on their site. Installation was terrible, I am sight impaired and called the sales dept and asked for a remote with larger numbers and they were sending it right away. That was Oct 25th. It took me 3 days to set up wifi. Other companies install your cable, give you a security code and ID# to start you out and then you can change the info later online. That never happened and finally was able to find wifi set up I was searching for online after 3 frustrating days. I have to find a way to CANCEL my service and seek other options read more

This company is a bag of dicks. Shitty service, price gouging, terrible customer interactions. I told one rep that I would cancel my service if they couldn't correct my bill and he said "So?" Clearly they give no fucks so fuck them. read more

Spent over 2 hours speaking with 6 different customer service representatives. Optimum canceled my service without my knowledge or consent. After wasting my time giving me a runaround over and over the issue is still unresolved. TERRIBLE customer service read more

Worst Internet provider I've ever had. I have been an optimum customer for 4 years and over that time my bill has doubled since I first signed up. The internet would go out randomly for extended periods of time and was notorious for going out when it rained/stormed. My modem was fried after a storm in the area and was without service for a week. With the new work-from-home work environment me and my wife are experiencing the we need reliable internet and Optimum has not provided that for us. My wife has been in numerous Zoom meetings where the internet would go out and she would get disconnected, sometimes for more than an hour at a time and the meeting would get disrupted because of it. Cancelling the service was a whole song and dance and took roughly an hour to do. I had to speak with 4 different representatives and be put on hold several times just to schedule a simple cancellation of my service. The whole time I was trying to cancel they kept trying to upsell me on their packages and service and offer rebates on services. The fact of the matter is it did not matter what they offered me I did not want to stay with Optimum because of the poor service they provided. read more

Optimum is the WORST! They do not care about their customers AT ALL! They want to sign you up and take your money and that's it. The service is terrible, the customer service is terrible, the pricing is awful. I have nothing good to say to about them. Just STAY AWAY! read more

Optimum needs to get their act together during this Covid-19 crisis. My cable modem crashed so I called technical support and after being on hold for 2 hours before a representative answered I was told I had to go to the Optimum store to switch out the modem and I was assured the store would be open on Monday morning. I arrived at the store and when I tried to enter I was immediately screamed at and told they were not open and offered no help whatsoever. I then called customer service again and was told that the Piscataway store was open and could exchange the modem. I drove to this store and when I walked in there were at least 5 people behind the counter and was again screamed at to get out of the store. I told them I was told to go to that store and all they would say was please leave and wouldn't even offer any information. There were no signs on the door, saying it was closed and the doors were open. I understand that people are frightened right now but there are better ways to handle it, like a sign on the door, instead they chose to be rude and disgusting. When I got home I called customer service again and actually had someone trying to help me to have a modem sent to the house but after being on hold for 1/2 an hour waiting for the representative to return the call dropped and now you can't even get through on the phone. If I could give zero stars I would but I guess when you are a monopoly you can get away with anything. Once again I'm sympathetic to people's fears right now, believe me I wasn't to happy going there in the first place but I think they need to handle this a little better in the future. Everyone is scared and stressed! read more

If Optimum were the last service provider left on earth, I would stop watching TV before I would sign up with them again. After being ripped off for years and suffering with lousy internet service, I finally switched to FIOS. When I called Optimum to cancel my service, which can only be done over the phone, I was assaulted with aggressive, obnoxious salespeople trying to strongarm me to change my mind. What a terrible customer experience - I guess I shouldn't have been surprised. Switch to FIOS if you can - you won't be disappointed. read more

The worst service I have ever received. They canceled my service even though their billing confirmed my payment. Then it took 3 HOURS on the phone with them to finally get it fixed. The first guy I talked to was awful, rude and anything but helpful. All he said was "call back tomorrow" (it was only 7pm at the time) and refused to transfer me to someone that could actually help. Just another garbage company surviving only because of their monopoly in certain areas. read more

This company offers some of the worst customer service that I have ever experienced. If you call this company with a problem, you will become entangled in its dysfunctional automated answering system that is absolutely useless. It does not respond or handle problems effectively. Even if you manage to reach a live person, which is difficult to accomplish, service is often poor. The company also is very resistant to giving refunds for outages and poor service. read more

This is the worst service ever, customer service sucks big time, technicians over the phone can't even seem to do their job, they don't speak proper English and they get an attitude if you ask them to repeat what they said. I just got service installed today, the technician leaves one of the cable boxes not connected and tells my son that I have to call to complete the installation my self over the phone, mind you I paid 59 service installation fee! Are you kidding me!!!! It's not even 7 hours into me having cable n I am having internet connection issues. I called cable n they couldn't help me!! I have to wait a whole day so that I can have a person come out to try and fix the issue!! This is absolutely ridiculous and very annoying!! I'm going to wait until tomorrow if nothing gets fixed guess who's will be back on here!!! Why can't I have service I paid for not what they want to give you!!! Crappy service, unprofessional technicians, incompetent customer service! read more

Your retention team lied to me in July to keep my business. I was told a credit would be applied to my account to keep my bill close to my previous one when I transferred service on July 31st. Well after one month those credits were gone and now my bill is $30 more expensive. With that (and terrible internet service) I decided to cancel as of Sept 25th but your customer service is telling me I have to pay for 3 weeks of unused service because you don't break your billing cycle. One - I was lied to. and Two - I did not know I was losing my credits until after you posted my bill! So two things now - I either want you to prorate my current bill for service ending on 9/25 or I want a copy of the phone call I made to your retention team in mid-July so I have proof that I was NEVER told my credits would end after 30 days and my bill would increase. I also will do my best to have anyone I know steer clear of the mess that is Optimum. read more

Nightmare! If I could give zero stars I would. I signed up for solely Internet at my new home, which was suppose to be $59 a month. The service was terrible, and I canceled after 3 weeks (under the 30 day money back guarantee). I wasted 4 hours of my day returning the equipment. They continued charging my cc (which was on file) up to $522...for what...I have no idea!? I had to dispute the charges with my cc & even change my cc #. After that, I started receiving calls from debt collectors...who all could not help me resolve this matter. I also called customer service over 20 times throughout this nightmare, it was extremely difficult to even get a representative on the phone. And once I did, I was continually told that they were not sure why I was being charged & that they would "escalate" it to their supervisor (none were EVER available), and not one supervisor has gotten back to me to this day. Thieves...shameful! read more

First: The New York customer service is so harsh. The guy had me in tears. Second: Be prepared to pay an extra two weeks for service you will not be using should you have to disconnect your service. You can only disconnect at the end of the billing cycle, which they slyly put mid month. This means if you are planning to move the last day off the month (which most people do), you will have to pay for 2 weeks of service at a residence you have already moved out of. Of course, you can avoid this by keeping your service with them, but if you move out of their service area, you are screwed. A very mean and heartless thing to do to people who are terribly stressed out with packing and moving long distance. What a surprise. If not for the others in my house, I would go without Internet service. I really hate giving them my money. read more

I rented a movie on my living room cable box and wasn't able to continue watching in living room. When I tried to watch on bedroom cable box, the movie wouldn't play because it was rented on the other box. The error message actually indicated I'd be charged again for watching the movie I was already just charged for since it was on a different box. It then expired unwatched. Why doesn't Optimum allow a rented movie to be watched on ANY cable box in the home? This is standard on XFinity and other services. It's absurd. It's ONE system and one service yet it's actually designed like that to only allow viewing on a single box despite the fact that I actually pay a per box monthly charge! Tried to get a credit for the unwatched movie on their website chat which only allows 50 characters to describe issue and only responds if your issue relates to a standard predetermined list. Waste of 15 minutes. Called customer service and wasted another 5 minutes with useless prompts designed to avoid connecting me with a live representative. Representative was unknowledgeable, and completely useless doing nothing but parroting their policy that downloaded movies are nonrefundable and ignoring the actual circumstances which prevented my actually watching the movie. A complete waste of time even bothering to try to contact anyone for help. They seem to be TRAINED to avoid any resolution of an issue and the actual circumstances relative to it. Of course, no higher supervisor or manager available. Have been a customer for over 20 years. Internet service has declined, webmail is a nightmare since Altice took over and picture breaks up on screen regularly several times a month. Complete incompetence. I told them this and that I was switching to FIOS prior to hanging up. If you have a choice when in need of cable service they should be avoided... read more

My internet has been awful. It's there, then it's not. I've had them come out four times and they keep telling me two things- there is nothing wrong with it, and there are just too many people living in my area. According to them, it's clogged with too many people feeding off the signal? Sounds like a load of garbage to me. I understand I live in an area with a lot of townhouses but as I said to them over the phone, there are more people in a tighter living space in the city, so how do they have internet service? I told them my internet AND phone cuts out. They don't care. Literally do not care. I'm fed up and I can't do anything about it. read more

I recently had a service call to resolve an poor reception/connectivity issue with 1 of my 3 cable TV connections. The technician resolved the issue by replacing the 'grounding block' which connects the cable service from the pole to the televisions/STB's. All the cables coming out of the 'grounding block' into my house were fine and did not need attention. The technician told me to mention the nature of the fix if I received a service charge which I did in the next months bill. I was billed $80 dollars for an issue that Optimum had with their hardware. I call to request that the charge and associated taxes be removed from my bill. I was connected to an individual who was hard to understand and gave me the run around. I asked multiple times to speak to a supervisor and was put on hold each time and presented with another question once I was reconnected. I hung up. This experience gave me the incentive to look for another carrier. read more

The worst company ever!!!!!! They really need to do better my internet is in my room n I'm still not getting wifi !!!!! so mad !!!!!

I have been an optimum customer for 25 years. I have stuck with them even with constant solicitation from Verizon Fios. I am now at my wits end with their completely inept service department. The scheduling, and CONSTANT canceling or "rescheduling" of appointments has become infuriating. Not to mention the complete lack of concern from anyone who calls to tell you your appointment has been rescheduled because "we are just over booked today". I am on my second day of waiting home for a service technician to restore my internet. I was rescheduled from yesterday to today and now I am being called by a different person every hour (who is completely unaware of any of the previous phone calls or rescheduling), informing me they won't be here anywhere close to on time today, and possibly (read "likely") not at all. I have no faith that once I FINALLY get a technician here, that they will be able to fix the problem. read more

very nasty rae customer operater rx9 probably lied about operator number optimum didnt want to help me just wanted there money increased fees changing there company name so they didnt care to Altice USA read more

Optimum is a complete horror show. I've been two months with no internet and make an appointment for a service call. The guy comes to my house, unplugs the modem, plugs it back in and says that the problem is outside and he'll have to call it in. He says the problem should be fixed in a couple of days. A week later, still no internet, I call again they and say that they have no record of a service person coming to my house. Then I get my bill and there is an 80 dollar charge for a service call. I call them again and this new person acknowledges that I had a service visit. I tell them that I still have no internet. They say that they can send another person but it will cost another 80 dollars. I ask to speak to a supervisor and they say he is busy and can call me back. I leave my number and never get a call. My next call is to FIOS. How does optimum stay in business? They are the worst! I've never seen a company that cares less about their customers. read more

Do not use optimum. Use anything else.. direct tv, Verizon.. anything but optimum. They don't care about their loyal customers such as myself who have been with them for almost a decade. Due to the holiday, I call them the day after to disconnect my service because I'm moving and I wasn't sure if anyone aside from technicians // emergency call center folks were working. Unfortunately, I called a day late and now will be charged a full month of unused service. They will not offer a one time courtesy or even allow me to pay for the two days of this month. Are you kidding me??? Any other company will disconnect your service and have you only pay for services used but not optimum. And to boot.. I had a smug rep who stated "this is how the company is making money and they're just following suit of other major corporations.. haha".. really? Is that how you are all trained to speak? How do these idiots have jobs? And then when I did speak to a supervisor who did nothing.. he stated if I refuse to pay for a service I did not use they'll take me to collections. Seriously.. I hope your company rots. read more

I am consistently surprised, shocked and disapointed by this company. I have talked to customer support for service issues 31 times and have never received the same answer and furthermore have received completely contradictory and incorrect information. In a nutshell, my cable/wife box does not work correctly and they won't fix it without me paying the service fee. I was also given a start up price by three different representatives and my first bill was over twice that amount. They justified it by saying that all three made an error so it was okay. I am not even sure if that is legal? I was also promised credit for service interruptions that never happened. I stopped following up because I have honestly given up. This is the only provider available at my house. If any, and I mean any other company comes along, I will switch to them immediately. I miss Verizon Fios so much! I mostly watch sports while the kids love Netflix. I have to explain to them three or four times a week why they can't watch their shows because the tv or internet isn't working again. I feel like I am held hostage by a company that is already overcharging for a service that is not working, and won't fix it without having me pay more for it. I did have them service it one time already, they rescheduled twice and showed late for third appointment. read more

This is a review for Optimum internet in Brooklyn, NY. I had service through them at two addresses and am gladly switching to another provider. The technical support has been extremely inconsistent and sketchy. When issues arise the information provided by different technical support specialists is inconsistent and sometimes misleading. It once took about 6 hours total on different days for them to try to figure out a problem which was eventually fixed by technician arriving and replacing their defective modem. Why were they unable to diagnose it in the first place? Instead they were trying to convince me to go to their store and purchase a different modem/router, which would take me half of my workday to do. With the most recent issue I waited 3 days for technical support to return my call but to no avail, but when I asked to cancel my service following that incident they were very quick to call me to convince not to cancel and also notify that they will not waive next month's fee (this was on the second day of the billing cycle) - sounds like holding consumer for ransom after they screwed up. The customer service is usually polite but not able to handle conflicting issues in a proper manner or effectively communicate with each other/transfer the chain of command; the business practices are largely abusive to the consumers and it will probably get a lot worse with Altice merger/buy-out. Seek your service elsewhere unless they take measures to improve. read more

Optimum has become the worse internet service option. I have been losing internet service almost every other day for the past few weeks. Every time I call, the wait time is 30-58 minutes to speak to someone . Today, I chose to get a call back instead of waiting on line. The call got disconnected and the agent didn't even bother calling me back. They have sent a tech out twice but they claim they find nothing wrong. I called two days ago to complain and I was told it's due to saturation so they change the channel on the router but it didn't help. When I asked for a credit I was told they can credit me $4! What?! Their service is a complete waist of money! read more

The Customer Service Department was awful!! As a first time customer with an optimum I am dumbfounded how you treat your customers. I had almost a 12 hour installation. Which should have only taken about an hour or so. The Technician came to my home, I showed him what I wanted done and he did not want to accommodate me at all. So I had to come up with a new idea of where I wanted the router to be located in my home. He drilled a hole into the side of my house however that hole was not good and he had to drill another hole in my house. So now I have a hole in the side of my house in my BRAND NEW VINYL SIDING!!! He caulked it up but it looks awful. He then left my house after hooking up the modem that I bought which was on the approved list. However it was not working because it was not properly provisioned. I called Customer Service several times before installation about me purchasing my own modem and they said that the tech would have no problem registering the device. I called several times to customer service to get updates as to when the tech would arrive back at my home to complete the job that was started around 8am. I spoke to a supervisor Rafael who wasn't much help at all. I explained my situation to him and he couldn't help me. Every time I called customer service it was over an hour waiting for someone to pick up the phone. And when they did pick up the phone the call would drop and I would have to wait and called again. This could have been very easy and pleasurable experience if everything went smoothly. Now I have Optimum equipment they I do not need and I have to take more time out of my day to return it. The only saving grace was a gentleman named Daren who I had called again to customer service. He was able to help me out and get my modem registered with your company. If I didn't call one last time I most likely would have been in the same situation. I want to be compensated for my time and the hole in my new vinyl siding! read more

They are taking advantage of my elder grandmother by charging $189 a month for basic cable, internet, and phone. The customer service was abysmal- people on the phone were rude, and especially condescending to my grandmother. This was the worst experience I've ever had. read more

If I could give a negative star I would. They are the worst company to deal with. Its all about sales with absolutely incompetent customer service. They lie, they are incompetent and the company has no policy to compensate the customer for being abused. I feel like a hostage since I need their services but I find their business practices to be highly suspect. read more

I am Nilupa Gaspe, MD (internist recently moved from the Bronx, NY). I want to share my experience about Optimum Internet service in NYC. They started at a rate of $39/month, then without any notice increased the rate to $80/month after one year. We disconnected service in 6 days for that billing period, but still, they charged $80. They are just concerned about how to get money. Talking to customer service was a waste of time. I found many similar reviews on this internet service. I am very disappointed and highly recommend to stay away from this internet service. read more

If you have the opportunity to find another provider then do so IMMEDIATELY. You will regret ever having signed up for optimum's sad excuse for service. Their wi-fi shuts or gets cut off on a daily basis. The speed is just pathetic for the money we are paying, and their complimentary router is even worse than my previous 2 yr old router. They string you along to scam as much money is possible without ever even considering to improve their products or services. read more

I don't understand how this company is still in business. Worst customer service experience ever. Pathetically Incompetent.