Anonymous
map-marker Clifton, New Jersey

Crap Internet

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There is no other way to describe it than crap. We have been through countless modems and routers that you have sent, and we still lose connection 4 to 5 times A DAY! My husband and I are teachers trying to work from home, and we are constantly being bumped off. How are we supposed to help our students when your terrible service keeps cutting out on us? Why did I upgrade and pay more money for better service (according to your rep) if there is no difference in what I am receiving from you? I am tired of calling and getting nowhere. I WANT SOME DAMN ANSWERS!
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User's recommendation: Buy your own router and modem. Don't use theirs.

1 comment
Guest

I am having same internet on/off issues for about 3 months now. It systemically starts after 12:00 PM and lasts about 5-6 hours at least every week days.

They are acting like they are not aware of any issues suggesting to send a service guy to check it out. I see no reason for the service since I really believe this is something being done by Optimum....Hence, I am switching to another service provider soon.

Dawn S Mtr

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Verified Reviewer
| map-marker Brooklyn, New York

To get refunded for the payment that was taken from my account

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Optimum - To get refunded for the payment that was taken from my account
Optimum - To get refunded for the payment that was taken from my account - Image 2
Optimum - To get refunded for the payment that was taken from my account - Image 3
Updated by user Oct 05, 2020

My problem was not resolved yet

Updated by user Oct 05, 2020

I’m still waiting to be refunded and it’s frustrating because I never used the SIM card that Altice Mobile sent me and they just take my money out of my account with no problem and I have no one to help me I’m asking for help and I have no idea where to start because no one cares

Original review Aug 18, 2020
I received a SIM card that didn't work, so I requested a refund and I'm being told 2-3 business days and is false information about my refund
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Pros:
  • No contract

User's recommendation: Never

GailorJeff L

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Verified Reviewer

Horrible company on all levels

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Got charged for a service call and the service tech did NOT fix the problem! Why should I pay for a service call that did not fix the problem? Called customer service numerous times for a credit. Unable to get this resolved. Refuses to escalate the call! This company has NO customer service! Cable service is a Monopoly! Company is located in Switzerland! No one can help! Awful...
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Loss:
$81

Preferred solution: Full refund

User's recommendation: Get Dish or FiOS

Gladys O Jez

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Verified Reviewer

I can't login to my account

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My email wasnt put in correctly,hence my inability to log in to pay my bill
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Preferred solution: Let the company propose a solution

User's recommendation: Never

Tomas E

Enough is ENOUGH

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The monopoly that cable companies have in the Bronx is ridiculous. Altice service sucks, does not work, constantly out of service, I call and according to the agent it does not get registered that I have called. The boxes never worked from the beginning, it has never being repaired correctly or exchanged, it has been 2 1/2 years of this Ordeal. When I went to request the service, Optimum agent did not give me any other option but Altice, I did not want Altice, but he insisted that was the only option, I was at the store. Now I am stocked with a $202.00 bill and a terrible service. Optimum is the worse cable company I know, worst than Fios I. I want to change back to Samsung equipment out of Altice and there is a charged of $59.00 fee to make the exchange. I have never encountered anything like it. I called and asked to speak with a supervisor and was told that it takes 72 hours for a supervisor to contact me. Go figures!
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Cons:
  • Everything about the products and services
  • Poor service

Preferred solution: Let the company propose a solution

User's recommendation: Runnnn..DO NOT EVEN TRY IT!!!

Robert D Qac

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Verified Reviewer
| map-marker Pompton Plains, New Jersey

Continues to repeatedly drop WiFi.

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I've had Optimum's Altice One TV and Wifi package since moving into Condo #402 two years now and have experienced intermittent dropping of WiFi with no rhyme or reason on three sets (living room has Master Box and den and bedroom have satellite boxes). It also sometimes drops DeskTop computer WiFi which comes from the Master box when it happens. The recovery steps are to reboot by disconnecting power source for ten seconds and then reconnect power source and wait a few minutes for all to restart. When WiFi is lost either all is frozen or you cannot access or record any recorded programs. I've had Optimum out several times, including replacing all boxes, without success. Also, Optimum's service is the pits as totally non-responsive; and I am thinking of changing to Verizon ... only issue is wasted money on 4k quality TV's.con
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User's recommendation: Avoid Optimum if you can for high quality TV image.

Anonymous
map-marker Ridgewood, New Jersey

Just god awful service

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Optimum resells their returned equipment to refurbishes but never delete their Mac addresses from their database of equipment (this would obviously take time and resources). If you purchase or acquire a refurbished model and return your rental equipment to them, you may be surprised (happened to me) that they claim the equipment is theirs and continue to charge you a monthly rental charge. Calls and complaints go nowhere because Optimum simply states this is their equipment. They continue to charge $10 per month for a $39 modem that is out of date and was no longer in service but still on their database. Also do not honor any discounted services quoted unless you take services you no longer need. Internet speeds additionally paid are not obtained (speed tested with their own system). No recourse but to keep paying. Cant wait for another provider to come along. Optimum just sucks.
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User's recommendation: Try another bottom feeder if possible.

Lisa H Usq

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Verified Reviewer
| map-marker Bridgeport, Connecticut

Need a comproble offer to the one I signed up for and never received, and need to receive bills

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I need help! The response I have received from you was to call your customer service line. LOL. Like I have not done that repeatedly. YOU GAVE ME THE GENERAL # FOR OPTIMUM- Have tried to speak with someone DOZENS of times- HOW DOES THAT HELP ME??? You can't get ANYONE to pick up the phone at that number and there is no option on voicemail for "retention department" what are you talking about??? When you say retention dept the vm asks you if you want to disconnect services! I have tried to address this many times no one is "happy to help me" !!! if you're lucky enough to get someone on the phone after waiting an hour they pass you back and forth between depst like a football and then cut you off and DO NOT CALL BACK! YOU ARE NOT HELPING ME! Instead of my bill going down after signing up on the phone with a sales rep for a promotional deal i received in the mail- MY BILL HAS GONE UP. I DID NOT RECEIVE THE PROMOTIONAL OFFER I SIGNED UP FOR. No explanation for my bill going up!, I am not receiving a copy of my bills in the mail- in spite of having requested postal billing. Online account is NOT FUNCTIONAL- I CANNOT GET INTO IT- Went to local store and spent 2 hours there- they were of not helpful in any regard-still not receiving bills, and YOU CANNOT GET ANYONE ON THE PHONE! I need to SPEAK with someone about the fact that Optimum never provided me a promotional offer I legitimately signed up for a couple of months ago with a sales rep by phone. OPTIMUM NEEDS TO OFFER ME ANOTHER EQUIVALENT OFFER to correct this injustice. ALSO, I need to receive paper/postal billing for now on- I CANNOT GET INTO IT! Your service has been far below OPTIMAL- I am very upset!!! Why do your representatives keep you on the phone for half hour to sign you up for a promotional offer that was SENT TO ME BY MAIL to save me money and then FAIL TO PROVIDE IT TO ME? This amounts to a SCAM WHICH IS ILLEGAL! I want this addressed, also I need paper billing in the mail as I have NO ACCESS TO MY BILL ONLINE AND IT HAS RISEN AGAIN! I AM ENTITLED BY LAW TO SEE A BILL! How do you propose to help me besides telling me to keep calling your horrible customer service? You have failed to provide a PROMISED offer that i signed up for and I need to start receiving postal billing immediately! I have spent HOURS on phone trying to reach you and two hours in the local store- UGHHH bill keeps going up inexplicably, with worse service by the day-no accountability and unconscionable business practices
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Loss:
$100
Cons:
  • Service and customer service
  • Bogus promotional offers
  • Refusal to provide bill

Preferred solution: Price reduction

Anonymous
map-marker Cassville, New Jersey

Customer service

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Almost impossible to reach a NJ residence customer service representative. Did all self troubleshooting to alleviate an issue on my DVR service. Nothing worked. There is no audio/sound on my DVR recordings. My restart and rewind features on live TV and previous channels never works. I need the audio on my DVR recordings to be fixed. When I finally reached a live person after 4 attempts, I a told there is a service issue on their end and they cannot help me but will call me back later today. This happens EVERY time I contact Optimum/Cablevision/Altice one. They are ALL the same company. They have NO customer service active to actually help customers. This is happening for quite sometime. There is no service other than Dish Network in my area ()which I do not want). So I have no choice but to use Optimum and they are taking advantage of customers because they have us over a barrel. There should be a law where a high profit business like Optimum must follow or risk fines for no customer service.
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User's recommendation: Find a way to get a comparable choice for Cable service other than Optimum.

Pauline N Ymb

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Verified Reviewer

Complete Dissatisfaction

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Absolutely cannot get installation. Just getting through to someone who speaks clearly and intelligently is impossible. Every customer service rep gives me a different answer and has lies to me outright just to get me off the phone. After eight days of trying to get an appointment, I was finally able to schedule an appointment for installation and the technician never showed or called to cancel. Customer service could not provide a explanation for the failure to show and told me it was the technicians responsibility to call me. They could only provide me a new date 4 days later with an unknown arrival time. The rep then had the audacity to suggest I have a family member wait because I told herI could not miss any more work waiting for and optimum tech to install service and asked if there was an appointment for an earlier day when I was off. I have a feeling the tech isnt going to show up on the new scheduled date either. If you can avoid using this company do. I would have gladly used Verizon if it was available in my area.
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Loss:
$1000
Pros:
  • No pros at all
Cons:
  • Whole business is a con

Preferred solution: Let the company propose a solution

User's recommendation: Avoid Optimum/Altice if at all possible

Jay A Gms

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Verified Reviewer

Service is terrible

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Service is terrible Can anybody to help me with the problems I have cant change my password my Id doesnt work can you get a supervisor to *** they always telling you wait 24 hours but nobody never calls Im a senior citizen I think its a scam using your service at the Apple Store but nobodys known anything Im going to call public utilities to get some answers because Optimum or altice never to get back to you?
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Loss:
$400
Cons:
  • Customer service horrible

Preferred solution: I’m a A veteran

User's recommendation: Never

Chauntay B

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Verified Reviewer

Beyond LIVID

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AngryAngryMy Name is Chauntay Bryant and i’m contacting you all because i need to speak to someone from Corporate ASAP! Im extremely LIVID due to the fact that for the past 2 weeks, i still have yet to receive my service. I moved and prior to moving i called to have my services transferred. However i still live in the same building just moved down to the first floor due to construction and renovations to my old apartment. Ive had 2 instances where a technician NEVER showed up during my appointment time & i had to call and get a new appointment scheduled. The other 2 technicians that did show up, did ABSOLUTELY NOTHING. So Ive had a total of 4 appointments scheduled within this 2 week timeframe & yet still nothing has changed. My child hasnt been to school because of this, my sister cant work because of this &; the list goes on. The first technician that did arrive after the 2 that never showed up, was given the wrong information as far as what services i needed connected and only had equipment for WiFi, when i have the entire bundle. He left staring his supervisor would come by 2 pm which no one ever showed up and an appointment wasnt scheduled for me until 4 days later, which is today Tuesday September 22, 2020 @ 8am to 11am. Today the final technician arrived, with all the proper equipment but complained about the scaffolding outside of my building and walked out. Stating he would contact his supervisor and let me know what can be done. The technician never contacted his supervisor & just got in his truck and drove off. I called Customer service immediately And was told the technician left no notes, the appointment is still open but that theyll contact escalations, and her supervisor to call me back as well as call the technician to get the job done. At this point Im beyond LIVID and fed up with this service, because Ive NEVER had any issues like this before. Something has got to give. And i demand some type of reconciliation and credits to my account ASAP, as well as someone from corporate to contact me immediately &; again my name is Chauntay Bryant. I will definitely be waiting for some type of resolution!
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Loss:
$1000
Cons:
  • Worst ever to have
  • Not being able to speak to a representative right away
  • Lack of communication

Preferred solution: ALL THE ABOVE AS A RESOLUTION TO MY SITUATION

User's recommendation: I DO NOT RECOMMEND

francis c Rxv

Bad Tech Support

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I spent 3 hours last week with 3 different calls to Optimum that my McAfee internet security was not available, something that I have had for years with optimum. There was also 3 calls where after 25 minutes I got dial tone, they always ask for my phone number but I never get a call back, The other day they told me to call McAfee and I spent 45 minutes with a tech who took over my PC and said it was a problem cause by Optimum and they have to reinstall your McAfee. I called Optimum again yesterday and after 1 hour they said I have it on my account but they are not sure how to get it back. What am I paying for the service is the "WORST" they don't care.
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Loss:
$16
Pros:
  • Nonne
  • Li based

Preferred solution: Deliver product or service ordered

Lavell K

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Horrible Service

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Optimum - Horrible Service
Nothing I wasnt properly helped. I was on hold for 35minutes and then phone just clicked (call ended) Im VERY FRUSTRATED WITH THIS COMPANY
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Pros:
  • Nice installation people
  • I enjoy my service
Cons:
  • Internet customers service horrible
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: RUN

Resolved
Raymond S Qet

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Verified Reviewer
| map-marker The Bronx, New York

Resolved: Still not giving the Internet speed you are paying for.

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Updated by user May 10, 2021

Proper service.

Updated by user May 10, 2021

After contacting the retention department, work started being done on the outside lines. Further corrections have been made.

Also, do not go to www.speedtest.net or if you do, download the app. If you have things running in the background on your computer, it will affect the results using the website. The App removes and tests with no interference. You get consistent reading.

Bonny in the retention department knows what customer care is all about. Thank you Bonny

Original review Sep 17, 2020
This is an update of the long review I gave about a month ago. The only thing that is resolved on that review is that the $80.00 service charge has been removed. I still am waiting for supervisors to call including from the billing department. After their threat to stop my service because I paid everything but the $80.00 service fee, I wanted clarification about the rest of my bill and a temporary stop of services because i will be out of the country for 2 months. No response. Further, there has been no written response to my letter to the Chief Operating Officer and Chief Executive Officer and that seems to support why there is no response from those under them. My upgrade to Gigabyte service is still inconsistent. Ranging from 150 to 936. It should be around 900 download speed but no matter what speed you pay for, you get on average of 25 to 50% of the paid for speed. They are able to give 50+ upload speed consistently but the download speed is lacking consistency. They still have not addressed the $100 Amazon Card for upgrading either because they are saying i requested new service.
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User's recommendation: Be careful with their sales people who will say one thing and deny they said it. Does it mean when dealing with this company one needs to record your conversation because of their denials. Unfortunately, they are the only ones in town for many people and you have no choice.s.

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