Optimum — Local services in Amarillo

Tough review here. Meagan, at the store is 5-Stars all the way!!! She is awesome, and I cannot say enough good things about the service she provides with an amazing attitude!

Now for the review for Optimum. This is literally like a Saturday NightLive skit or being pranked. The experience was SO poor, it was almost comical. I called to cancel my telephone (which I have not had a landline in 20 year) and my cable. I was keeping the internet. I will keep this short. I got to speak to Heaben on the retention team. Sweet girl. She literally kept me on the phone for 1 hour and 45 minutes "checking promotions" that I did not want. She just kept putting me on hold. "Hold please". It was a joke. I them asked to speak to a supervisor. She told me he was busy that she could help. Anyway........no cancelation. I called a few days after that. I was on the phone with Liberty. This was only for 1 hour and 20 minutes. Complete disaster!!! Same thing again!!! She WOULD NOT CANCEL MY CABLE AND PHONE!!!! (That was the short version). I finally got to the brick and mortar store. This is where I met Meagan. I told her my story. She apologized and let me know Optimum has removed their ability to cancel services at the stores, so we call the dreaded cancelation line again. We get Sam. She attempts the same thing as the other 2. UNBELIEVABLE!!!! Short version......she agrees to cancel with Meagan helping talk. I return all of our equipment the next day. I get my receipt, thankfully. 3 weeks later I get my bill. Guess what?? Cable and phone still active!!!!!! This is a complete joke! I call in........SAME FREAKING THING!!!! I don't even have any equipment and she is telling me she is checking promotions!!! I ask to talk to a supervisor. That request was denied. They literally have you captive. It really is a joke and excruciatingly frustrating! Supposedly, my services are canceled; but we will see. DO NOT EVER GO WITH OPTIMUM FOR ANYTHING!!! They hold you in hostage. This is the worst customer service experience I have ever had. BUYER BEWARE!! STAY AWAY!!!

PS: When I went into the store today, there was a man going through the very same...

My internet and cable have both been out for 3 days now and Optimum will not provide ANY type of restoration time! I realize the outage was due to a windstorm but they could be much more transparent with customers. They finally got my sister's service back on today (the 3rd day) and an hour after it was back up texted her and said her estimated restoration time would be 3 hours from then. Her service was already back on! Their communication department is terrible! Their repair times on outages are horrific! While I'm at it, a few months ago I had an issue with my Tivo box and it took FOUR technicians to come out and resolve my problem! Turns out they replaced my my Tivo for no reason it was my cable line coming into the house that was the problem. And their billing is the most screwed up thing I've ever seen. I've been a customer for 31 plus years, I have a bundled plan of cable, phone and internet and I'm on autopsy. I pay a different price than someone who lives across town who has the exact same services who pays a different price than someone else! That's 3 people with the exact same services, all long time customers, on autopay and all pay different amounts! And to make matters worse, my price is only locked in for 11 1/2 months. I have to call to "renegotiate" every year and threaten to go elsewhere to get them to bring it back down. I wish to GOD another cable company would come into the Amarillo area and give Optimum some competition! Then maybe they'd get their business...

I had Vexus Fiber installed and went into the Optimum store to cancel service and return their equipment because their rates were ridiculously high. Was told I had to call a number they gave me to cancel. I called the number and reached a call center in India. After about 15-20 minutes, during which I had to ask repeatedly for the person to repeat what they said, I was connected to an English speaking representative in the U.S. This person kept trying to get me to keep my service by offering lower prices and when that didn't work offered a lower internet price for 1GB which was only about $30 less than the price I'm paying for 2GB from Vexus. She kept telling me I would have to pay the full bill of approximately $351 because I didn't cancel before 1/15/2025 and it was now 1/22/2025. I told her I will not pay for service that I no longer had the equipment for it and that I also wanted equipment removed from the side of my house. Of course she continued trying to get me to keep my service with them. I told her I wasn't interested in Optimum and she finally stopped with the offers. When she mentioned I had to pay the full amount I told her I refuse to pay it and they can take me to court if they want to. On 2/1/2025 received a text saying $60,66 was due...