Optimum — Attraction in Beckley

ETA: 9/10/2023 There's been several long term outages, more off than on intermittent, last month. I contacted customer support, which has improved exponentially, saw this and did a credit to our account. The service works great. It's the only internet company aside from 1 other at a rental. The speed isn't as advertised but it works and gets access to my kid for schooling. I feel Optimum has listened to their customers feedback and has taken extraordinary actions to make customer service easily available! ETA: 5/18/2022 Upon my review posted here yesterday, the ACP credit email appeared approved through Suddenlink. Coincidence, possibly yet appreciative, they "made" our approval go through. Anyhow, the internet is fast and doesn't have outages. The installation was easy, and the installation technician was patient with questions when we moved, and I had to change internet companies. He's an asset to this company. The time to have them come and install was super quick, and I appreciate this due to my son's schooling. Needless to say, I signed up and was approved for ACP on the spot a month ago. I have had nothing but hours on the phone with customer service with zero resolve as Suddenlink keeps sending me errors and can not do ACP connectivity vouchers. I called the FCC and they sent me the confirmation email again and said we quality and that to call Suddenlink provider back and let them know of the online website issues where it's not allowing our application to go through to manually have them assist because we quality for the discount voucher. Needless to say I contacted them again, on phone for 3 hours, no call back, nothing has gone through and that's a waste of my time especially when moving to not be able to have someone with Suddenlink Communications add the ACP credit knowing we qualify. I've had issues establishing my online account and many calls and many hours of my time later. I got that figured out, but they took my money asap before the installation even came. I feel there's no follow-through for customer support, and it's been a waste of time and uneasy experience. They are the only company here that has working higher speed internet, so aside from that, I wouldn't have gone through them if I had my other choice here providing internet service. To this day, I'm not cleared through Suddenlink to receive our acp credit to start in 3 billing cycles, but the FCC ACP CREDIT approved us a month ago. This...

This company has the WORST CUSTOMER SERVICE EVER! My mother in law has had service issues since October. Techs have came out and replaced her modem and drop and no improvement in the service. Every time it rains, snows, or the wind blows everything goes out. One tech came out in November and said it was the hard line running from pole to pole and it needed to be replaced. He put in an order for it to be replaced. A guy came out and said it didn't need it and left. In December it went out again and the same tech came out again and put in an order with his supervisor to replace it. No one came out. Since then it still goes out. So we called customer service and they said they do not see a problem despite everything being out. We called corporate. Corporate sent out a tech and replaced the drop even though that was NOT THE PROBLEM, THE POLE TO POLE IS THE PROBLEM. When corporate called back after the tech we advised the line replaced was not the issue and had been replaced in December. The executive solutions support rep Theo was THE RUDDEST person I have ever talked to on the phone with a company in my entire life! He was NOT listening to the issue. We explained this issue has been going on for six months but he kept saying it started yesterday. We asked how many times a tech has been called out since October and he said it was the customers responsibility to keep those records and would not answer the question. We asked who to contact if the issue happens again since the problem was not fixed correctly and he gave customer services number who has not fixed the issue to THIS DAY! He kept saying "I've told you everything I can tell you so have a good day." We had to stop him from ending the call on us because we were still trying to all questions and he just wanted off the phone. At this point we have no choice but to file a BBB complaint, fcc complaint, and write the attorney General because no one in this company will take the time to listen to what the only intelligent tech said needed to be replaced and fix it so we never have to call again! I would not recommend this service to my worst enemy. Customer service is terrible and they do not care about...

UPDATE AFTER CONTACT WITH THE BUSINESS: still a one star. I filed a complaint with the BBB and in reply a man called me and purely believed the technicians data entry of the event. When I asked him what would stop a technician, who was an hour and a half past there 4 hour window, from just getting out and going and writing the house's electricity meter number as proof of visit, and then driving away to save him time, he couldn't reply. He did nothing to remedy the situation and was quite rude. My complaint to the BBB stands and I am extremely disappointed in the dishonesty of this technician, and the companies lack of compassion and trust in dealing with its customers. Solid F rating in my book.

Asked for a tech to come look at why my internet was slow. I waited around a whole Saturday waiting, and then, an hour and a half outside of the window, he pulled in to my driveway, my wife came to get me from my office, and when we went to the front door he was gone. Apparently he went to my electric meter on the side of my house, got the number to prove he came, and left. He said he called me and rang my door bell, however my house is small, my dog barks anytime the door bell is rang, and I have phone records to prove to contrary. He then claimed that I was not home, and now am being charged for this visit. Extremely dishonest.

UPDATE AFTER CONTACT WITH THE BUSINESS: still a one star. I filed a complaint with the BBB and in reply a man called me and purely believed the technicians data entry of the event. When I asked him what would stop a technician, who was an hour and a half past there 4 hour window, from just getting out and going and writing the house's electricity meter number as proof of visit, and then driving away to save him time, he couldn't reply. He did nothing to remedy the situation and was quite rude. My complaint to the BBB stands and I am extremely disappointed in the dishonesty of this technician, and the companies lack of compassion and trust in dealing with its customers. Solid F...