Nice location And right on route one.. very close to residential areas .. had been optimum customer for more than 10 years and went back to return my router after I cancelled my services. It was a smooth process . The lady there was helpful. She took all stuff but optimum charged extra for one of those components not returned . Had to call them and get the issue resolved. .. lots of parking outside . Nice andd spacious inside .. good experience overall. 4 stars . read more

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In my recent dealings with Optimum, I had two very different experiences with customer service on the phone and with the representative in the Edison, NJ store. 1) PHONE CUSTOMER SERVICE EXPERIENCE - 1/5 stars. This was a very bizarre and unsettling sequence of events. I called to change my Internet and TV to a different package. I was quoted $140 for this specific package, but informed that the price could not be changed until I visited the store and returned my cable boxes to exchange for a streaming box. Seemed simple enough. When I got to the store, I was informed that I also needed to bring my internet router for exchange, because the current one was not compatible with the new package. I drove all the way home, secured my router, and brought it back to the store for exchange. When I called customer service at the store for them to change to the $140 package, I was informed that that was the correct price, but the change would only be made after I installed the devices at home and called them back. I followed these instructions. The streaming device installation went smoothly, but the router I was given was an incorrect router. After hours on the phone with IT and customer service, I was told I would have to go back to the store and get a different router. This was the third time I was heading back to the store in the same day. I went back, got the correct router, and brought it home for installation. After everything seemed perfectly installed, I called customer service to change the price to the previously quoted $140 package. This is when things started to get beyond frustrating. I was told that there was no such package and that there were no notes on my account depicting these discussions. How could this be possible? I had just been in the store with a representative, who heard the $140 quote and quoted me the same in person. Now, after following all of the instructions, visiting the store multiple times, spending hours on the phone, I was being told that this deal no longer existed? I decided to take a break and call Optimum the next day because it was too stressful. The next day, upon calling I continued getting told that the deal did not exist. Very frustrating and unprofessional experience. Felt completely like a bait and switch situation- "do this and you'll get this price" but then you do what is asked, and Optimum doesn't follow through. Horrible!!! 2) IN STORE EXPERIENCE - 5/5 stars. Andres P. at the Edison, NJ store was incredibly welcoming, helpful, and attentive from the start. He calmly guided me through the steps, and when things started to go awry, he told me he could assist speaking to customer service and would have my back. He had plenty of notes documented on my account and confirmed everything I had shared to customer service. Andres really knows how to deal with clients. He is thorough and makes you feel like he really cares. I am 100% sure that if it wasn't for his help, the deal would not have been pushed through. He verified everything and stood by my side on the phone when explaining the situation to customer service. Thank you so much to Andres P. for his dedication!!! read more

Got here to exchange my old non-compatible extenders with new ones. The rep at the store seemed sharp and focused just about work and not care for any pleasantries. She just answered to my questions and was not really willing to share any additional info. What was awkward being around in the store during this transaction was the silly argument she and another store associate who complained about not being able to go for lunch and how he was starving as he couldn't leave for lunch until she did. They just couldn't stop the mud-slinging at each other until a customer left. Wish I had gone at a different time and not been a spectator of their nice lunch debate. read more

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This is likely my last month with optimum. I have been without internet and cable in New Brunswick, NJ for 2 days; I lost a day of work because of this unreliable service. For 2 days I have heard several different stories about the issue but there has been no official statement of an outage. It is hard watching industries die but with this level of service there is no wonder. Still no word on the internet so still not working. read more

Spent 2 plus hours trying to establish a user id/password for a 2nd account at a different location. Both accounts are in same name but in two different towns. Talked to 5 different departments over the course of 2 hours and none of them could figure out how to set up a user id/password. As this is a seasonal home next summer be assured optimum will have no place in my household. read more

This Co. has lousy Csr service, and the worst dvrs of any cable company that I have ever dealt with. I have had 5 different DVR's, and have had the same problems with every one of them. When they installed my equipment, they don't have any instructions on how to operate their equipment. And they will never give you any kind of channel listing. This from a Co. that for all practical purposes has a monopoly in my town. read more

Employee MJE needs an attitude check. I've worked in customer service for years and would never treat someone the way she did. Her colleague (who I assumed was a supervisor on duty) said nothing either. Came here two Sundays ago to exchange our smart cable box back to a Samsung box because the upgrade wasn't worth it. She told us we weren't allowed to downgrade even though we had the Core plan. I said that can't be true because the manager who helped us the week prior never said that was a risk. A little back and forth and she finally exchanged it, but huffed and mumbled the whole time making it very clear that we disturbed her phone scrolling time. It could've been as simple as "let me check" or "let me ask my manager." When MJE brought the Samsung boxes she dropped them in front of us then walked away. After a couple minutes, I asked if we were good to go and all she said was "yeah." I don't know wtf her issue was, but she needs to be spoken to. I couldn't image myself treating someone like that from the jump. P.S.: corporate customer service confirmed that Core plans CAN downgrade cable boxes. read more

They could stop engaging in unethical practices like wanting to charge me more for a lower service option and not being able to clearly explain why other than saying I would be "losing my discounts". They were unable to explain to me what exactly the discounts I would be "losing" are. There certainly are no "discounts" shown on my bills to date. My advice, if you can stay away from Optimum do so. read more

home internet is spotty, price plans force you into higher price Wifi options if you stream.

I wish there was a ZERO star option. I called to cancel my Optimum internet and mobile service on 9/10/2024 and after speaking with 10 people over the course of 6 months I am finally free from this terrible company. They pull you in with lower prices, but please remember, you get what you pay for. The service is TERRIBLE! My daughter was stranded on Rt 287, 4 times with NO CELL COVERAGE! Not to mention the phones do not work on the Parkway, Rt 78, Rt 24 or Rt 1&9 not to mention half of Middlesex county. My daughter does Instacart on the weekends and is unable to complete over 50% of her batched due to dropped signal, which caused her issue with Instacart an she lost batch access. I called immediately, only to be told they are aware of the issue and are working on it. I was told I would receive a $20 credit for the next 6 months. Never happened, never noted. My internet service buffered every day and its just me and my daughter using 1 device each at a time. Every time I called we trouble shot and rebooted but nothing resolved the issue. In January I call and was told there were new towers being set up and there would be a system wide update for all Optimum customers on Jan 30th and was instructed to do a restart my devices. On February 1st we restated again and still the lack of service persisted. On 3/24 I called to cancel and after 45 mins of offering credits, 3 free months, upgraded internet and a new modem I was told my case had been escalated and would be fixed and the rep would call me the very next day to confirm. The same issues continued and when the rep call after another 30 mins of pleas I was transferred to another rep who tried to retain me for another 30 mins before giving me my transfer pen. Then when I went to return my modem on 3/25 I was advised there was no cancel request submitted and gave me another number to call. And again spoke with a rep who begged me to stay offering the world but I advised if the service was free I would still cancel because IT DOESN'T WORK! After 30 mins I was escalated to another rep who continued to beg and say its not fair that I wont give them a second chance. I finally lost it and said I am a former employee of Optimum and the service didn't work then either so I canceled my FREE service and paid for a better company, being Verizon. I was finally allowed to end my service but its effective date would be 4/7/2025. SMFH which makes no sense. Bottom line is Optimum sucks and has very deceptive and extremely annoying business practices. read more

for the last six weeks they have provided diminishing service. It started with a few channels "unavailable at this time", then more and more channels missinng and the DVR service unavailable. Now no channels are available, nor is the DVR. Customer service is useless: they tell you to reboot the box twice, then leave you on hold, and finally return to the call and report "there ia a service outage in your area but the crews are out working on it." After six weeks they could have run a cable from their offices straight to my house. Twice. At least. And their internet service? Repeated drops for several seconds at a time. Try watching live TV with that. (I have a Superbox hooked to the internet) Unfortunately, the FCC supports local cable/internet monopolies. read more