Optimum — Attraction in Conroe

Where to even begin? I’ve been a Suddenlink customer for over a year now. I first started having issues with my internet dropping a few months into connecting service. I work from home so it’s a horribly stressful ordeal when your internet signal keeps dropping for hours at a time. When I first called about it, I was told they couldn’t send a technician out because they were doing repair work on a line and my problem could be related to that. They told me I’d have to wait and call back in a week. Well, over a week later and I keep losing a signal. They sent a technician out who made the determination that the problem was with my outside box and that would require sending another tech out. Waited another 4 days for someone to come inspect the box and no one ever showed. When I called Suddenlink, I was told that most likely they showed and I didn’t know since they would’ve been working outside. When I asked for confirmation that the issue has been resolved, they told me that since they work with a non-Suddenlink contractor to maintain the outside boxes, they don’t receive updates. I was told that I would have to go to the local office to get an update on the status of my internet issue. The local office does not have a local number posted and Suddenlink only provides their customer service number. Meaning, I would need to take time out of my day to drive to the local office just to see if they could give me an update on my internet service. Isn’t that ridiculous? They schedule technicians but have no way of communicating with them??? Well, the issue wasn’t resolved so they scheduled yet another tech that ended up not showing for their appointment. When I called Suddenlink about it, they were apologetic and scheduled another technician to come out the next day. I actually called Suddenlink 1 hour into the appointment time to make sure someone was coming this time and the customer service rep told me that the tech was running behind but he would be there. Well, surprise, surprise, that technician didn’t show either. When I called Suddenlink customer service again, the man on the phone was extremely rude to me. He told me I had canceled my appointment. I told him that I had just called an hour before to confirm and was told someone would be here. He continued to argue with me and told me the best he could do was schedule another technician and the soonest would be two days. When I asked to speak with a supervisor, he refused and hung up on me. I was in tears, called customer service back, got a different person and they had a technician out the next day. Over a month of going back and forth with them and they finally found the issue. Turns out their coaxial cable they provided had a faulty connection. They replaced it and my service worked. Then a few months later, my modem stopped working. They sent someone out to replace it. Everything is working fine up for the next 5 months. Then suddenly my internet service starts to drop again. I called Suddenlink and the soonest they could get a technician out was in 4 days. That’s a long time without internet, especially when you work from home. Well, guess what? The technician never showed. When I called Suddenlink about it, they told me that their system showed someone was already there. Not true. I’d been home the entire time. Anyways, they ended up scheduling another tech to come out the next morning. So now, I had to miss work to sit at home again waiting on the technician. They did arrive this time but couldn’t figure out the issue. The technician told me he was going outside to check the line. Ok great. Well a few minutes later, I look out the window and his truck is gone. He left! Didn’t even bother to tell me he was going or if it was the line or what. Their service is horrible. And unfortunately, you don’t have any other options besides them where I live. I pay $115 a month for my internet service. I never had this trouble with internet service or reliability of technicians when I had AT&T, and I payed 1/2 the cost with them. If you can avoid...

I feel bad given this rating but suddenlink has not provided anything good through my customer experience. Signing up for service was easy and they were super friendly and responsive, but once the internet service was installed they stopped caring about customer service. I’ll share my experience below:

I had them installed the internet on a Thursday which they did with no issues (they obviously wanted to secure that sale); however, over the weekend the internet stopped working, after calls with technical support they figured they needed to send a technician out because they couldn’t solve it remotely. We had the technician scheduled for that following Monday between 11-2pm. Around 2pm I had to call because nobody had showed up nor called me to let me know they were running behind. Then the customer rep tells me the person is running behind and should be in between 4-5pm so I was a little frustrated but I understood so I said okay. Around 5pm I called again because nobody had showed, and this time the customer rep pulls the COVID card, basically saying that the technician no longer felt comfortable going to the appointment because he was scared of COVID so he canceled, like seriously!? He goes to all the appointments and at the last minute decides that is no longer safe? How does that make any sense? At the end I was like okay let’s find a resolution, so they rescheduled me for Wednesday from 8-11am...

Wednesday rolls around and it’s almost 11am and same thing, nobody showed up, I called again and they said the technician is running behind and should be here at 12:30 “the latest” per the customer rep words. I took a deep breath and decided to wait. At 1pm nobody had showed up nor called so I called again... this time the customer rep tells me that nobody was going to show up because they had not scheduled me at all! He said that my issue showed to be reported in their system but I wasn’t on the calendar for any appointment. This was the tip of the iceberg because these people really play with your time and do not care! When I insinuated I was going to cancel my service the response was “okay we can definitely help you with that ma’am”, the most absurd response.

I do not recommend them and I’m taking the time to write this review because I have never had such a bad customer experience with anyone else. If you can, avoid them. My area only offers 2 internet providers so I did not have many options and that’s why I was so patient. I have not canceled my service because the last customer rep I spoke to basically promise me that he was going to make it right and personally ensure I have a technician over on Saturday (1/9/2021), so I decided to wait because the other internet provider (fastfiber) isn’t able to come in until the following Wednesday so I guess it is almost a lose lose for me, but if Saturday does not work I am 100% disconnecting immediately.

Sorry you had to read this, I wanted to share my experience to warn people but ended up venting a little as well. As you can imagine is frustrating not having reliable internet when you...

I canceled service - my credit card on file had expired and when I called and gave the new information the person did not input it in the computer and a few days later I woke up to no service. Called told my story gave a new person my info and it was turned back on and I’m being charged not only late fees but reconnect fees. This drama after two of their techs had entered our home and immediately started going room to room checking to see what I have in my home and commenting on my furniture. My husband finally had enough and told them to get out! After they left we could not find the remote to one of our LG televisions that we had used when they entered. Before leaving they did something to both boxes freezing Hulu and Paramount+ and when I called those services they told me it was in my cable boxes not on their end. So I had enough and called told Optimum to disconnect and was told to call a certain number the next day if customer disconnect did not call me. Well of course they didn’t call and when I called the same number an employee gave me a supervisor who looked on the system and my calls were logged in so they know who the employees were who did not do their jobs. She told me to drop the equipment at the location on Loop 336 North. I took precaution and labeled all equipment being returned with a label with my name and address. The young lady working at that location refused to give me a receipt so I left thinking maybe this okay surely they trust their employees and this fiasco is over. Oh no it isn’t! I received an email yesterday stating the two cable boxes were not turned in but the other equipment they received. And was also told I had to pay for the 2 missing boxes! I responded telling I had returned all equipment and why would I keep two boxes without the other equipment needed for service and their lousy customer service is the reason I have a wifi only company now. So today a note was left on my door while I wasn’t home stating someone came to pick up the boxes or I’m to pay for them! I called the number on the note and was told by the answering voice to leave a message - they haven’t returned my call but I stated that I will not pay for boxes their employee misplaced or stole and if this harassment doesn’t stop I’ll contact the Texas Attorney General’s office of consumer affairs and file a complaint! Not a threat but a warning - I’ve done it before and received help! Tomorrow I will go to the Loop 336 location to see if that same employee is working and if they have security cameras they need to check on the day I returned EVERYTHING! I’m so thankful there is an...