Optimum — Attraction in City of Peekskill

We woke up on Friday to no cable, no phone and no internet service. Tried rebooting the box following the instructions provided via their IVR system. After multiple attempts we tried getting in touch with a "human being" just to speak to someone in the Philippines who, although trying to assist, later came back to tell us the issue at hand was a system outage in our area. She said this was expected to be fixed in one hour but not to worry much as she guaranteed that we would get a call to our cell phone to notify us when the system will be back in service. Needless to say we received No call and service was Not restored. We called again on Saturday morning and we were told by the service person (Nicholas?) that the issue would be resolved by having a repair person come to our home. He cautioned us about the $80 fee if the problem was not their fault . After assuring us that they will take care of the issue. He scheduled a visit for service for next day between 11am-2pm. We shared with him that we needed to leave the house promptly at 2pm so timing was very impt to us. He stated they will call us if any issues. Next day at 1:06pm we had heard from no one, so we called again. Now we are told that the there would be No technician coming to repair the issue but rather this was an issue with area outage. Unable to determine when the service will be back but no worries "we will give you a call".....In desperation I requested to speak with a supervisor and was told someone will call us within 2 hours??? No call received..... I guess we're not surprised. This is not the first time we have experienced service problems with this company but this type of misinformation is not acceptable by any standards. Very disappointing!!! We are certain and seriously changing to...

Let’s make this review legit and get straight to the point. September 13, 2025 around 11:45 AM. I came into the store to return two cable boxes simple done. Working, there was two females and a male. While I’m in the process of getting my two boxes returned, I see that there is a older Spanish female, attempting to pay a bill on a kiosk that she’s unable to use due to her, not being skilled in technology. While I see her struggle, the two female attendance not doing anything didn’t urge to go help this lady out, and while the male is technically helping her out, he seemed more annoyed to help her out. If I’m not mistaking these representatives at the desk can help you pay a bill if you’re unable to. And this lady went back to the Male representative, clearly showing that she’s unable to use the kiosk and that she needs help. The whole point of customer service is to help the customer in their services. The Spanish lady was not being rude at any point she was doing her best and being patient, but she was clearly unable to work with the kiosk to pay her bill. Whoever these three representatives/associates that work at the Peekskill location should definitely be talked to because there’s no way there’s three of them sitting down laughing while they clearly see that there’s this female customer struggling to pay her bill which shouldn’t take more than five minutes if a representative were to do it...

Horrible customer service.

I have been a customer for 30+ years and service has gone downhill, I need to find another provider now. Why?

Recent power outage for 5 days but cable was out for 9 days, then a short time afterward, down for 3 days. So out for 12 days. They are insisting on only $7.50 credit out of a bill of close to $200. I asked for a supervisor and was promised a call twice but nothing.

Each time I had an outage I went to their website to track their anticipated restore date and called and used their automated attendant that notified me they "are aware of the outage" and would cut me off. This was a widespread storm covering multiple states in the Northeast. Not just me. Thousands of people affected.

The manager said I should have gotten a repair ticket number each time! The website did not tell me that. Nor the automated attendant that cut me off each time.

Service is bad too. I has a (follow up) appointment, window from 2-5pm to adjust wifi. No show. I called. and was told the technician will arrive in 10 minutes. no show, no call, zip. Trying to reschedule was a nightmare. They wanted me to wait a week for another 3 hour window. Would not give me an exact time. again a "window", fastest appointment is 4 days away and a 10 hour window!

Horrible. Expensive. spotty service. Not the first time I have had problems with technicians showing up. No apologies, no calls, no credit...