#optimum
#liars
#altice
So, here is the latest in my cable saga. I am writing this as I am standing 6 feet apart in Newark NJ at the closest Optimum Store open today.
This started when I wanted to have a box installed in another room. I called Optimum and gave them the request. The sales person up sold me on Altice, after pushing the mobile service which doesn't accept my phone, but that is another story, I said ok to the Altice install. REMEMBER I WANTED 1 BOX INSTALLED. TO RUN A CABLE FROM THE ATTIC TO THE FIRST FLOOR. THIS WAS REPEATED MANY TIMES.
A service appointment was made for July 24 between 8 and 11. The tech shows up at about 8. Be still my foolish heart. The first thing I notice about Wallace (the tech) is that he is wearing a mask. Nice. But when asked about booties, he says he doesn't have any and do we have them. We said no, then he magically made the booties appear.
Next, we review what he is there to do. WHAT WAS THE PRIMARY REASON FOR THE APPOINTMENT? INSTALL A NEW BOX. Wallace says that Optimum does not run wires in the house. SURPRISE!!!! We have to hire an electrician. After being taken aback, we went ahead with changing over from the Samsung boxes to Altice as we'd been told that the new speeds, etc would be better. I said we should call Optimum to get this straightened out. He said a call would cancel the appointment and he would have to leave. Thinking he knew what he was talking about we didn't call.
Wallace said he would set up everything and show us how to use the new equipment. He switched all the boxes. Well almost. He took the Samsung and plugged in the Altice. No box was working. He says that it will take time to get all the boxes working. After some time, when they still weren't working, Wallace said that Altice is having a problem. That it will resolve shortly. When expressed that this was unacceptable, he said nothing. He did linger around for some unknown reason. Like he was waiting for money to finish the job. Not that we haven't given something in the past, but you need to do the job first. EXTORTION?
An aside, Wallace never entered the removal of my old Samsung boxes into their system. It now shows that I have 12 boxes. Incompetence? Lazy? Scam? Take your choice.
After waiting a little longer we called Optimum for help. The first thing they said was "go to the big box". Well Wallace never installed one. So WTF???.
No internet, no TV, what are we? Are we living in the dark ages? 1970 anyone?
The call continued. To set up the install of what should have been done we got an appointment the next day. Or so we thought. Again INSTALL 1 NEW BOX, RUN THE CABLE TO THE NEW ROOM.
Saturday at around 930 the second tech shows up. He is not wearing either a mask or booties. Also no booties in his possession. When I ask him exactly what he thinks he is supposed to do, he replies "FIX THE CONNECTION PROBLEM". Well I tell him that is incorrect. That he is to install 1 box and switch out the Altice boxes. He said his work order didn't say that. He doesn't have any of the boxes to install. He leaves.
I call Optimum again. I speak with John Johnson of Optimum sales. Why sales? Because if you say at the time of the call you want service, you will wait until well forever. If you say sales, you get someone on the phone right away. I go through the story again. John tells me his notes and also that they (Optimum) do install new boxes in rooms. Even running the cable. SURPRISE. But he can't get me anyone to install or help today. I say that I will exchange the boxes. He agrees that that is the only way I can even get a box today. So off to Newark as every other Optimum store is closed. I go and exchange the boxes.
Upon returning home I call Optimum again to arrange the install. They try again to upsell me Altice both in house and mobile. I have zero faith and the mobile service doesn't work with my phone. Please stop trying to sell me more stuff when the items I want cannot be provided.
The person says that the only appointment is next Saturday. I had him repeat what I want done. He said install a new box including running the cable. He said there are different installers and that he is sending the right one. We shall see.
To recap, Optimum Sales will tell you anything. Whether it's a lie (yes we install even run cables), or misinformation they are told, is unknown.
Technicians, at least some, are looking for the fastest way out and or a little something extra to do their job. Wallace didn't even provide all the necessary equipment to utilize the products. He also didn't properly set up the new system, as he said he would.
Optimum wants to charge you for everything, even if it's their fault. All I keep hearing is 80 dollars for install, 11 dollars for a box. Never once "We messed up, we will not charge you to correct our mistake".
We now wait until next Saturday for the update. read more