Optimum — Attraction in Alexandria

My horror with Optimum started on Memorial Day, May 26, 2025. I lost my cable, phone, and internet. I called Optimum and tried to fix the problem over the phone, but nothing worked. I was told to bring my main box and all four TiVo boxes to the Optimum store so they could be changed out. They said they would have to send a technician out because the store doesn't have keepTiVo mini boxes in stock.

A technician came out on Monday, May 29th. He told me that lightning hit the box outside. The internet was back up, but I was told that the main box had to reach 100% because it was new. The technician talked me through me how to connect the boxes after the main box was full. In short, the main box never got to 100%, and the TiVo boxes couldn't be linked because they were not compatible to the new main box. After Optimum called me so many times to get me to fix the problem through troubleshooting, they sent out another technician, but the problem still wasn't fixed. Once more, Optimum called me a lot more times to try to fix the problem, and once more, a new technician was sent out. I believe the staff in the phone didn’t believe me they kept saying everything was working correctly on their end. This new technician said that the problem was a code 22 that needed to be removed before they could fix my cable. Optimum called a lot more times, but the problem is still not fixed. Another appointment with a different technician. This technician said that the other technicians didn't know what they were doing and that he did. He took my remotes after installing 3 new boxes he said he didn’t know about the fourth box, after he left the internet stopped working. The cable was still broken. More calls from Optimum to set up a new appointment for another technician to come out. I was done with it by now and was going to cancel all of my services. The new technician came out on a Friday, which was earlier than planned. Zach was his name, and he was great. He not only knew what the problem was, but he also fixed it and walked me through each step. He changed wires that had been there a very long time. I would have been looking for another service provider if it weren't for him. He said he was sorry for everything I had been through. After Zach fixed the problem, I never heard from Optimum again. I wish they had sent me a survey about Zach's work. I would have given him all 10s for his...

Optimum has been the only option, the only game in town, for people in this area for years and years. Our household has been a customer for the last thirty years. Because their customer service has been awful , we jumped at the chance to sign up with Nexus, a fiberoptic internet provider new to our area We immediately turned in our cable box at the local store but they refused to confirm that our service would be disconnected. Instead, we were told to call a toll-free number to disconnect. We did and they kept us on the phone for almost an hour as one rep after another (three in all) tried to upsell us, they would not give us the confirmation number they said we had to have to finalize our disconnect. At the very end of the exasperating call, we were told that we would have to pay an additional month of service because we had to cancel before the 19th and it was currently the 20th. Naturally, I objected and said that was not part of our contract and the rep wouldn't relent. It didn't matter that we were on auto-pay and received an electronic bill on the second of the month. All in all, this was the same type of service we had received for the past thirty years so how could I be surprised! I am so glad to be rid of this shoddy company. I would just say to anyone tempted to use their service - Buyer Beware. Now that there are other options for internet service, which will surely shut this monopoly down, I can't imagine why anyone in their right mind would use Optimum. I know that they will respond to this email so that they appear to be trying to help, but they aren't and I would rather crawl through a sewer than listen to another person that works for this despicable company. Optimum, if you cared about the customer at all, you wouldn't treat...

Our internet at our engineering office has been intermittent for weeks. I called for service was told it would be about 2 weeks. They finally showed up and did absolutely nothing that I could see to fix the problem. The intermittent outage persisted. I immediately called back, and I was told it would be about a week or 10 days before they could come back. They finally came back yesterday. I was told that the problem was area-wide, but tech support on the phone had told me differently. The Optimum "expert' kept overtalking me the entire time. I finally asked him to stop talking and let me finish my sentences--that this problem has existed cyclically for years, and that our firm could not operate without steady internet service. He turned around and walked out refusing to listen or give me the assurance I needed that my problem was solved. I guess I will find out today. I wish Optimum would be more responsive, especially for business customers like us who really need it to operate efficiently instead of going home to try to use the internet reliably for Teams or Zoom calls, which is a large part of our work. I am surely hoping that he was right that our area-wide problem was fixed.

The recent posted response by Optimum does nothing. I've been that route at least three times. Lip service--my experience only and my opinion only. Internet should not take this long to get back stable and professionally usable. They need competition, but there is none where our office is located other than Starlink, which I will be trying out starting next week. I know that part of Optimum's problem is that they bought a system that already had problems. But to us that is not the real issue. We have to have and are paying for full-time,...