Optimum — Attraction in Tyler

Ok since this incompetent company wants to respond with the A typical response let’s break it down for you so you can understand this is not just some disgruntled person making a bad review for fun….

Over a month ago I had to have a technician come to my house to inspect the wiring for the internet, now let’s be clear, this was nearly two years in the making. They had sent a technician before when we were having connectivity problems and the guy hooked up his computer and said yep everything looks good and left!! Never inspected anything. Now finally we get a technician to actually start to inspect and go thru the house and outside and he needed to replace sections of cable to fix the problem with the connection to the house. What a surprise we had connectivity issues!!

I have my own modem, good brand Surfboard. Decided it was time to upgrade to a new faster more WiFi connection ability modem. Made sure to research online prior to purchase to ensure it was compatible with this company and even spoke on the phone with the technician on the phone to ensure it was completely compatible, all thumbs up. So the time comes to install and I call the tech department and as usual some individual who is unable to understand or speak English. We go thru the process and the new modem won’t work. The technician states oh must be your coax cable is damaged or your new modem is broken. Neither of which was true. So after dealing with his drama I said hook up my old modem so I have internet in my home, not leaving with nothing. The technician states oh sorry we can’t do that and I replied yes you can and you will because you’re not leaving me with no internet. He claims well I will send out a technician to your house.

The next day arrives and I wait during the entire three hour window and no technician, than at the end of the appointment window he calls as says I’ll be there in about 10 minutes. He shows up around 5:15 pm 15 minutes late. He basically does exactly what I did was to just hook up the cable to my new modem and than says ok well it should work in about two hours if not let us know. Never ensured it was going to work or talked to the company to ensure it was working just left and said have a good evening.

Sure enough two hours later and nothing, still completely without internet and my new $500 modem is still not connected to the internet. So then I have to call the boss of the technician who came to my house to try and get my old modem hooked back up. So than I go thru another hour of trying to get my old modem back online, no follow up, no call back just a text saying thank you for using Optimum and your service call is complete!! Actually no it is not complete because your company did nothing and even went so far as to send out a technician to my home and try to claim we have to charge you for a technician who did absolutely nothing.

This company is a bunch of crooks and are incompetent and have a team of technicians that have no business assisting customers. So nothing was ever done and for two days I had to deal with nonstop phone calls from different people who had no idea what I was trying to have done and they even had the wrong contact information on me even though over and over I kept telling them that is the wrong information and they would respond with oh sorry let me update that and sure enough nothing was updated because the next person would call and still have the incorrect information.

So thanks for your lame response and saying so sorry and try to make your company look like as this is just another unhappy customer, look at the facts!! Your company has no idea what it is doing and yet gladly charges me $120 a month for substandard services and at no time ever solved the problem which was to simply install...

This company has never been good in my opinion bad service and trying to get through to someone is a waste of time they can’t even recognize your number sometimes and you end up speaking to someone who can’t speak properly or will just hold the phone and wait for you to hang up to keep from helping you … you can literally hear someone breathing on the other line or sometimes the line just don’t work at all … I’ve had better service out in the country from providers than this so I would recommend if you can help it guys do not get this internet service… it’s ATROCIOUS as others have said it’s one of the worst customer service you have ever experienced if you do talk to them … and not everyone is lying this is ridiculous because this is supposed to be an upcoming city TYLER you are paying for service you can’t use and for that I think you should shut the company down or give a refund

Update :I called customer service again about my internet not working around 5:18 am on today January 28 ,2023 and the guy helping me fell asleep on the phone was snoring and then when I yelled a few times to wake him up he lied like he was working on my case then rushed me off the phone even though my internet still wasn’t working he said he would call me back in 15 minutes but NO CALL …this is very bad oh my God I haven’t never dealt with such horrible derive from a internet company

Update :2025 The Internet is worse now than it was in 2023 in the year of 2024 I was living in Dallas most of that year until around August. Everything was working OK but for some reason around February 2025, the Internet really started to go in and out all the time it just doesn’t work well it constantly Goes very slow and I have the highest you can get in the area. I live in town near everything so there is no reason why my Internet should be working the way it is. I can’t wait to get out of this town again because I also have Vexus Internet as well here, In Tyler, which is supposed to be fast fiber, Internet, but even it goes out all the time and they are constantly doing maintenance! Tyler should be ashamed of themselves.. It’s too many people here not to have good Internet so how can you work from home if the Internet is always going out

Update:August 2025 it’s worse than ever ! It never stays connected ! I would suggest people to leave Tyler if you love using the internet because it’s none here reliable and Vexus Fiber isn’t really VIBER if it doesn’t work well either … also what I noticed is regardless if you have a huge home, you’re going to have to get two different routers and all kinds of stuff to make the Internet work and even then...

I am going on 10 months of getting no where with Optimum. Before I built my home, I called Optimum to verify that internet services were going to available to me. I was told “yes, that road has our services so I don’t see why not”. Built my home and first of many techs come out and get told im not serviceable because im too far to the pole. I was told i had to be 300 ft to pole and im about 400 and 430 according to 2 different techs. The first tech then tells me to reach out to sales because they recently did a job for a customer where it costed her $4000 for a farmhouse job. I reached out to sales after being transferred mutliple different times to “submit” a construction ticket to see how much it would cost me to have the job done. Said it would take 6-8 weeks before i heard back. 10 weeks later I call back and turns out that ticket i “submitted” was never submitted. The sales person i talked too then stated he submitted and would take 8-10 and has been over 10 and haven’t heard anything once again. A optimum rep knocks on my door and leaves his card. I call and he says he was wanting to know if we were interested in their services. I told him i have been trying to get internet for the last 8 months and nothing has happened. He stated he didnt understand why i didnt have internet since i first moved in because we were serviceable. So now i thought i found the right person. The rep I am in constant contact with says he submitted multiple tickets and more and more techs come out and all get mad when arriving because they been there before and nothing can be done. I was told mutiple times that we are waiting for a bucket truck to go and install a tap on my pole and to bury the wire underground. Nobody has yet to go out. I was told i did not have to pay a dime for anything. Optimum was going to take care of everything and i have yet to get anywhere. Last tech who showed up yesterday i was told that “nothing was going to be done about it” “Optimum wont do this sort of a job”. I had 4 homes needing services instead now just 3 since the closest home to the pole just got internet but was rigged with the wire running through the front yard and through the driveway exposed. Was told a team was coming out to bury it and that has yet to happen also. It is so hard to get ahold of someone who knows what they are talking about and get things resolved instead they keep playing hot potato with customers and get no where. I expect this to get done like i was promised. This review would have been a 1 but since the rep is actually trying, i...