Optimum — Attraction in Parkersburg

Awful service. Switched my mother's home phone service to Optimum from Verizon. Took weeks. Optimum contacted Verizon for the number transfer and Verizon transferred the number and shut off the service. When I called Optimum they said that Verizon still had the number and the service probably wasn't working because we called and disconnected the service or we didn't pay the bill. Knowing this was absolutely not correct, I called Verizon. The Verizon recording said they were not the service provider for the number I was calling about. Called Optimum again. They repeatedly gave me the customer service BS line "I understand your frustration." Um...no you don't. Optimum repeatedly told me that the transfer was pending. After another 5 days I called again. They said they didn't know why but they would send another technician out in two weeks. I scheduled the appointment, hung up and immediately called back. This time I finally reached a tech support agent who was able to recognize the problem, but couldn't help. They said they had to escalate the ticket. Finally, without warning the phone worked. Great, right? Nope. Two weeks later and the phone and internet are both out. I called tech support again today. First support agent said, "I don't see phone service on your account. I'll have to transfer you to someone else." Next agent, I'm sorry I will have to transfer you to someone in our "west office." Third agent, I will have to schedule a technician to come to your house. Technician came to the house and was wonderful and extremely apologetic. Unfortunately there wasn't much he could do. Apparently Optimum put the phone in my mothers name and put the internet in my name. When they tried to fix it, they cancelled my internet and opened an account for just the phone in my name. Now we are back to nothing working. No phone, No internet. Come on. You have one job.

CAS Cable, I am begging you, please get your infrastructure installed so you can offer service to all areas of Marietta, Ohio. There is absolutely no way I would stay with Optimum if I had any other option.

UPDATE- Optimum is quick to respond to negative posts made on Google. They apologize for the poor experience and invite you to email them. Surprise, they don't respond to emails. Perhaps they just receive too many negative reviews to handle all of them. Here's an idea...how about invest in providing better service in the first place then you won't have to spend so much time dealing with...

BEWARE!!! please read. I was on seasonal hold as I was out for army and when I got back I tried to get off of seasonal hold. After 2 weeks of calling and nothing happening or them just disconnecting my call after 4 hours minimum onetime it was about 6.5 hours holding I decided to cancel and when I spoke with the cancellation person she asked for 1 week since they were having problems. Okay I waited the week and still had issues getting off of the hold. So she said she needed to send the techs and scheduled it for 10/06 between 12 and 4. At 830 pm. The techs finally showed up. They couldn’t get the issued resolved but replaced the router and said they should have it fixed Monday, it was Sunday. Monday it was finally fixed. Well the next bill came out and my services were suspended on 12/04 for nonpayment. Which wasn’t right because I had 70 dollars in my account and bill is usually 55 dollars after taxes. But I noticed there was a no show appointment fee even though the technicians were there, AND I was told there would be no charge because I was having issues for almost a month. So I called to get the issue resolved and they said they couldn’t get the issue fixed unless I paid my bill up to the current date. Which by the way shouldn’t have happened because I had the bill credit already in my account. So I decided to cancel. While doing that I also found out they were charging me another 10 dollars for a router that they took. Well finally after telling them I still want to cancel they said they couldn’t give me the credit even though they said they were in the wrong for that. So I told them I still want to cancel. I talked and listened for another 20 minutes telling the guy I wanted to cancel but he would not do it trying to give me discounts and credits but I told him I didn’t care and he finally cancelled my service. He said I would have service until the 12th, my billing cycle end date. After I got off the phone my internet was working for an hour until it shut off. Then it stopped for no reason. I called back and they said it was on hold because of nonpayment when I did pay the last bill already and they turned it back on after they paid it. Then he noticed my router was not working because it was shut off and no longer on my account but he turned it back on.

TL:DR. Suddenlink would not work and charged me for something that didn’t happen so I canceled. After cancelling they shut off the service even though I already paid until the end of...

I would give them 0 stars if I could. I had service with them for 11 months. I never had any problems with the billing aspect. That never increased. My problems were with the service itself. My service never work for more than 4/6 days a month, when it worked at all. It was always out. I would call spend hours on the phone to get hung up on and passed around and lied to. When I would finally reach someone they would schedule a technician to come out, half the time they never showed up. And when they did they showed me on the work day calendar where the appointment was never even made for me like customer service said it was. They would never be able to fix the problem. They would say it’s a problem with the TAP or a problem the wires or the poles and the Maintenance persons would need to fix it. Well one time a tech came out and said their maintenance person for my area in rural Ohio was out for three weeks so it would be at least that long before anything would even be looked at. One time they needed to bring a box truck from West Virginia. They’re just a company full of liars. I cancelled today 10/10/2020, after yet another unsuccessful attempt to fix it yesterday. The recent techs that have come out, 6 In the last three weeks since my service has been completely out since the 9/16/2020, they told me flat out that Suddenlink will not fix this problem. They know it’s been an ongoing issue since January of this year and they will not fix it. They advised me to call and make a report with the Ohio department of commerce and the FCC. Which I’m going to. I have daily videos with time stamps that I have taken every single day for 8 months of my service being out as indicated on the router that I will happily provide to the FCC. They of course cannot compensate your bill anytime you have issues. I was told “we cannot issue a credit until your services have been fully restored” well that never happens is what I replied. I was then told “well if you don’t pay your bills we cannot send out the tech to fix it”. They know we don’t have many options here where I live, of course they’re in no hurry to fix it. They literally just rip people off and charge for services they know they are not providing. It’s nothing more than legal theft. They need to be shut down. There are thousands and thousands of similar reports/complaints. They...