Optimum — Local services in Abilene

I called to cancel my internet service last week. It took forever to get the rep to just let me cancel my service because she kept trying to sell me on other services which I am definitely not interested in. I told her multiple times that I need to cancel my internet on October 26th, and she even repeated it back to me a few times as well. I recapped our conversation at the end to confirm once again that my service would be canceled on the 26th and she confirmed it again. Tell me why then, my internet service was disconnected yesterday, October 16th?? So due to a mistake on the part of an optimum representative, I don’t have internet 10 days earlier than was planned, and also according to optimum, if I wanted to reconnect for the next ten days I would have to pay $100 to fix the problem they caused. I don’t often write negative reviews, but I think it’s incredibly scummy of a company to tell their customer that they have to pay $100 to fix their mistake. I’m extremely lucky I don’t work from home and can survive without internet for ten days. Honestly, I think I’d rather sacrifice my first born than ever use optimum again. Incompetent. Scammy. You’d think with all of the money we pay them they could afford to train their staff.

Edit to update I went to the optimum store to return my equipment yesterday afternoon. I asked the employee for a piece of paper to show that the equipment was returned, and I was specifically told that I would receive an email confirmation. I have yet to receive anything, so I called to get some answers and was told by a representative that on 10/12 a charge was placed on my account for unreturned equipment. Mind you, I called to cancel service on 10/10 and wanted my service canceled on 10/26. My service was canceled ten days early on 10/16 without my knowledge, so tell me how in the world I’m being penalized for unreturned equipment about two weeks before the service was even supposed to be canceled? The representative I spoke with today told me that they normally provide you with a receipt in case you get charged for not returning the equipment. Now I’m concerned that I’m gonna be charged for equipment that I already gave them. I’m sorry, maybe this makes me a bit entitled, I don’t know, but I don’t think I should be charged over $100 for equipment I do not have just because a representative at Optimum made a mistake. I wouldn’t tel my worst enemy to get Optimum. This feels very much...

*Final Update 10/12/2024 Keep it short and simple, if you want to see if you can get a better deal or package ask to be transfer to the retention department, or threaten to cancel, don't waste your time with customer service chat or phone the retention department is who you need to talk to because they are the one who wants you to stay if you try to cancel. I already went with a different service but once I tried to cancel, the retention department tried to do everything in there power to keep me to stay but I don't want to have to deal with this over and over.

Update *9/5/2024 False advertisement, was told I wouldn't get charge a modem fee but instead they charged me for an internet equipment and talk to support and they told me modem fee shows up on there end, so they are showing no modem fee on our end it shows a modem fee on there end.

Had a free upgrade to my service from 200MB to 300MB but had to replace my current modem in order to get the upgrade. As soon as the upgrade was complete the new modem had multiple disconnect and even slower speed. I have a technician coming tomorrow so hopefully it'll get resolved. Update Technician came the next day and replaced some wires outside, so far my internet speed has been better and no sign of disconnections.

My only other complaint and this is with both business and home internet is that I can't get a lower price on my bill unless I threatened to cancel my service. I have contacted them to review my contract and to see if there is anything they can offer to lower my bill but they never do unless I tell them I...

BEWARE OF TRICKS AND SCAMS. Terrible customer service experience and was scammed after being a customer for over 5 years. Tried closing account one day bc we switched to fiber optic cable. C.S agent LITERALLY BEGGED us to stay another month promising we would not get charged for the month “because she wanted to make sure we were happy with new internet” and if we do so we will not be charged and that she will call me in a few weeks just to confirm our decision. (stupid me) thought how nice of them! And I agreed.

Date arrives that she is supposed to call, no call and then get charged another bill!!!!!!! I still was not upset at this point and thought maybe a small mistake happened and I could call and the next rep I spoke to would have the information from pervious phone call and get a refund.

Not the case at all, new representative is not concerned with what past representative did or helping to resolve the issue. All they kept doing is begging us to continue with them as a customer without acknowledging my complaint and speaking over us. I was baffled!

Ultimately, went to my anccount information and delete all payment and account information they had for me as I do not trust these people at all to do what they say they will. They just sound desperate for any customer. thry just want your money, not to provide a good service. Will never ever recommend them to anyone.

P.s. my bill is much cheaper with Vexus! Like...