Optimum — Attraction in Saint Joseph

THE WORST. Nobody at the company knows what they are doing (if you actually get to talk to someone other than the RoboRep). At one point during my 4+ years of using them as my ISP, they charged me for internet service that wasn't even offered in my area. They claimed I could get 30Mbps and charged me for 30Mbps. I later found out they only offered 15Mbps in my area and this was a pretty common error made by the company which brings up the question how/why was I charged for a service they couldn't actually provide for my area (FRAUD). Fast forward to a little over a month ago. If you read their reviews, there have been issues with people trying to cancel service, and they are not kidding it's crazy. This company takes advantage of you every way they can. We called to inform the company that we would be moving and that we would need to cancel service. We called before the billing cycle began and were told that our last bill would be pro-rated to reflect actual usage which was 15 additional days meaning my bill would be about half of a normal bill (I was told this 2 separate times, once when we called to have service terminated and once after termination by another customer service representative while inquiring about a late charge on my account). Yes, I had a late charge put on my account due to their billing processes post cancelling service, apparently it is due to how their software works, but it is disturbing to the customer to see a late charge and not understand why. I go in to pay my final bill and it is higher than what I was told, so I call billing which if you also have to perform this daunting task go ahead and clear your schedule for the next 3-4 hours. The RoboRep recognized my cell number and kept auto-forwarding me to pay my bill without letting me talk to someone about the bill in question, so I learned you have to lie during the prompts to actually speak to someone. I just acted like I was a new customer and when I finally talked to someone I would have them transfer me. I finally talk to someone about my final bill and the information I had been told in the past about pro-rating. They claimed even though you only used their service for 15 days that they have to charge you for a full month and that the other customer service reps i had previously talked to were wrong. I then tell the rep that my online account says I owe $84.40 but he claimed that I owed $95.45. If I paid online, I would have only paid $84.40 but then I could totally see this company trying to ruin my credit due to a $11 discrepancy between the online statement and the human I was talking to. I finally just paid the $95.45 due to being exhausted with having to deal with this company. The rep also had the audacity to tell me he was going to charge me a "convenience fee" (what a joke) to process my payment over the phone. I hope I never have to deal with this company again. I think I would actually move again if suddenlink was the only company available to me in my area. I hope this helps someone out there. USE ANOTHER PROVIDER OR STRAP YOURSELF IN AND GET READY FOR...

I have been attempting to get a technician to my location for more than 36 hours. A lawn service knocked the cable out 2 days ago. The lawn service attempted to reconnect it, but it doesn't seem right. I was told a service technician from Optimum would be at my location yesterday between 10a and 8p. I waited by the front door with all lights in the building on from 8a to 8:30p. No one arrived. I recontacted them and they said they would arrive between 8a and 11a today. Again, waiting right next to the front door with all lights on from 7:30a until 11:45a. No one arrived (we can all act shocked now). I called again only to be told that the technician stated he was at the site but did not have access. I asked how that was possible when I was literally sitting by the front door for the entire prescribed time waiting for them - they would have all the access necessary if they actually came to the site. This customer service rep demanded that I walk out to the back of the building and describe to him what the cable looks like. These people are unbelievable - they do not remove non-working cables they just leave them lying there, they do not come during a 12 hour window appointment, they do not come during a follow up appointment, when I call and ask what I need to do to get a technician I am "soothed" with customer service speak and made to walk around and describe the view. Are there alternatives or is this our only choice?

here's the email I sent at their request, I included my name and account number and address: What do I need to do to get a technician to my location?

I waited 13 hours by the front door yesterday.

I waited 4 hours by the front door this morning.

Both times I waiting because of the direction of your automated system that told me to wait for the technician.

I'm told today that the technician note is that they "did not have access". Well - I was literally sitting by the front door. Literally.

Now I'm told it will be 5p-8p this evening and so I will wait again. Never mind that a good friend's father has died and that is the entire visitation time. I will wait.

I call to ask what I need to do and I just get customer service speak and a reschedule of a multiple hour appointment slot.

All I want is a technician to deal with the issue that a lawn company caused.

I want the technician to remove the downed cable and reconnect the cable correctly.

What do I need to do to get a technician?

This does not seem like a difficult question.

oh look - it appears the robot or fake customer service responder to this review has actually DELETED the first response (in an effort to make me appear to have made things up??) and put a new response with generic customer service words to the effect of - oh so sorry, lol,...

If I could give less than 1 star I would. Optimum is not only the worst customer service I've ever dealt with (they will straight out lie to you), but their service is horrible and never delivers anywhere close to advertised speeds. They refused to send a technician out to look at the lines after calling multiple times to report that I was getting less than 100mbit on a 400mbit service, which I was paying for for over two years. Then one day out of the blue a modem arrived at my address which I installed and was suddenly getting close to advertised speeds, which indicated that they knew that I had the wrong equipment which they installed. On top of that, the bill increased nearly every month. The local store cannot or will not help you with anything other than trying to sell you phones and tablets. United Fiber finally came through town and I promptly got signed up with them. I took my modem to the local store to turn it in and was informed that they could not cancel my service and that I would have to call their support line. After being on hold for over two hours and being transferred from department to department, I finally got ahold of someone who spoke such bad english that I had to have them repeat everything they said multiple times. After attempting to cancel, the customer service rep kept pestering me about transferring my service to a family member or a neighbor so I finally told them I'm moving off the grid where I won't have electricity. I was informed that, even though I was cancelling 2 weeks before my next bill was due, that they could not cancel until the next billing cycle. I reluctantly paid the May bill even though I hadn't had the equipment installed for over two weeks. Here we are, 2 months later and I'm still being charged and past due, which I'm assuming they are going to send to collections since I can't get anyone to help me. Optimum is a scam, a rip off, and a terrible company, and I hope United Fiber buries them....