Optimum — Attraction in Russellville

I was with the same provider for over 35 years. Before, they were Optimum, before they were Suddenlink, all the way back to when they were Cox cable and there was only cable TV. Once they became Suddenlink, I added my first cable internet. That was when the almost annual increases in price began, but it had to be tolerated since it was the better choice than DSL and satellite internet. Sometimes the service was good, sometimes not. But anytime I had issues with service, they said that it was my fault, but they would send out a technician if I paid the service charge or bought the customer care service. So I basically had to pay them to replace their own cable that had degraded over time. Ironically, over the years, as technology got better and speeds got faster, I was having more issues with buffering when I was streaming. I have waited a long time for fiberoptic competition but it's finally here so I made the switch. Trying to get Optimum to disconnect services is like trying to get out of the Mafia. They will do everything they can to keep you even if you are already receiving services from another company. The office no longer will have anything to do with disconnections unless it is for lack of payment, and they will waste no time in that case. But if you kindly return the equipment and ask to be disconnected they refuse and instead give you the number to their pesky and stubborn salesmen who use high pressure tactics and badmouthing the competition to get you to stay. I sat out in the parking area of the Optimum office calling the number they gave me for disconnection services and it turned out to be a salesman who refused to disconnect even after I begged and demanded for over 20 minutes while they office employees watched me from inside snickering. Finally, out of frustration and anger and my blood pressure through the roof, I had to just hang up on them. Meanwhile, 5 days later, I got another reminder in my alerts that the next months cable was soon to be due. So I called again, hoping that this time they would listen to reason. I demanded that my internet with them be disconnected no less than 6 more times, and he still refused even after I listened to several sales pitches. So, I'm currently waiting on the next bill, which will probably have late fees and threats to disconnect services. I guess this is the only way one can get them to disconnect. They have probably ruined their chance at ever getting this long-time customer back no matter how much they improve services or lower prices. 😤 Edit 1. Just when i didn't think it could get any worse, it did. I called their corporate office in New York in an attempt to finally have the cable internet service disconnected and have all charges and late fees waived. The woman I spoke to was very arrogant and condescending. After I spent a very long time respectfully explaining the way I had been bullied and ridiculed by the retention agents and being refused my disconnection rights, she said that since the office did not provide a receipt for the returned equipment that I didn't have proof that I actually returned the equipment and even if I did return it, I couldn't prove that I returned it on the date that I say I returned it. Her answer to the abuse and harassment that I had endured from her retention agents was that they have procedures that I must follow in order to have services terminated. I then told her, "What procedures? Shouldn't I only have to return the equipment and tell the people at the office that I want to discontinue service?" She then told me that THEY decide when to disconnect! And she couldn't discontinue services until she talked to the retention agents to "get THEIR side of the story and find out if I actually requested my service terminated." She also didn't even give me any hope of reversing the two months of charges and late fees even though I threatened contacting the Attorney General and filing a lawsuit. After begging with billing, my final bill was reduced to 1 month service plus late fees as retaliation for...

I normally don't do reviews online but I have never had such a bad experience with a company before so I thought it would be important to share. My husband and I had moved to Russellville just for the summer and we had heard that suddenlink would be a good option. We needed something quick so we went with it. We went to the store and decided on the unlimited data, although it was expensive, but I was going to start an online store and be taking online classes all day. We scheduled to have someone come out and install it the next day but no one showed up. We contacted the store and they told us that they came to our place to install it, but that we weren't home. We knew for a fact that that wasn't true because we had been home all day. We kept trying to reschedule and it kept not working out, and we were without internet for about 5 days. When we finally got our internet installed, it worked very well at first. Then our router kept turning off about once an hour and resetting itself. That was very annoying because our wifi would go out every time it did that. When we went to the store to get a new router, thankfully we got one quickly, but once we got home we realized they forgot to give us a chord we needed so we had to go back. After that we didn't have any problems, and I will say that the Internet was very fast and we were pleased. But when it came time for us to cancel our internet, we went to the store and brought the router, but they said they couldn't take the router until we had our internet disconnected, which meant someone had to go to our place and physically disconnect it. However, they didn't let us schedule that in the store and instead gave us a number to call. We called as soon as we left the store and were on hold for 30 minutes. We had other things to do so we hung up and tried to call again another time. We tried several other times and still had to wait forever. Finally, today, after being on hold for 22 minutes, they answered me. I was so happy and told them that I needed to disconnect my internet. They asked my name and number, and when they looked at our account they said that I was not the authorized user and therefore they could not cancel it yet. I explained to them that the authorized user was my husband, and that he was at work and I had been on hold for a long time and needed to get this done. However, they would still not cancel our internet because my husband was not on the phone. I expressed my frustration but they did not seem to care. This was today, and we are not sure what to do since my husband doesn't get home till 6 and suddenlink is closed by then. Sudden link has fast internet, but terrible customer service. I would...

I’ve been with optimum since it was Suddenlink. Had a locked in price for life on internet. Once it changed to optimum, lost the price for life plan. Prices went up, so I reached outabout 2 months ago to see if there is any special or deal on internet. As well as cancel hbomax, as we now had it through Verizon. Customer service is a joke. All the 1st agent wanted to do was push cell service. 2nd call was because they never canceled hbomax. Going forward the argent I spoke with removed it but, even though it was not my fault I still had to pay for it. I was suppose to get 16.99 credited on this month bill. Got this month bill no 16.99 credit for the previous month. So I’ve reached out about looking into specials. Nothing was offered. I was told I was getting the best deal. Which is 88$. So I called today to cancel as we have gone with Verizon now. They are 2 days into this billing cycle. And I have to pay the whole month. I stated my issue is with customer service, not internet service. I have been on the phone for 2 hours 2 supervisors . Now they want to keep me as a customer so they will offer me a special now. It’s to late, I tried.The agents just repeat the same thing. You go in circles. No one notes the account, as I had confimation that my previous 2 agents didn’t note anything. I did ask for a corporate number or email. They told me they dont have any. They wont do anything. The last agent I spoke with that finalize my cancellation she asked what could she do to rectify it. I told he I just don’t want to play this final bill. She offer me 3 month of internet free , and she can waive the bill. But only if I stay with optimum. That ship sailed, I tried to reach out multiple times about lowering ,my internet price. It just really bad customer service. I guess ill try and go into the local office on Monday see for I can do anything. They just follow a script and dont care about...