Optimum — Local services in Branson

I am a current customer of Optimum WiFi. I just started my third year of service with them. Day to day, the WiFi works as it should. The reason for a two star review comes from the customer service and what they consider ‘standard business practices’. For starters, they insist on increasing your bill each year. You have to call in and fight with the retention team to get them to not increase the bill. My family has also moved in our time with optimum and let me tell you, that is a nightmare in of itself! You look on the website and it says to call customer service to transfer service. You call and they say to go to the store, you go to the store and they have a system error where they tell you to call a different number. That number leaves you on hold for “just a second” (1 hour and 23 minutes) until you get routed to the main waitlist. You go back to the store ready to cancel your service and you meet the only redeeming factor in the entire company. When I went back to the store, I was ready to cancel service and pay another company a higher amount just so I didn’t have to deal with the worst customer service in the industry. However, Austin in our local store was so kind, thoughtful, and helpful. He listened to what had happened and did everything he could to get everything straightened out. It wound up taking over 2 and a half hours to get my services transferred because one of the people I talked to over the phone originally made a mistake and double billed me and listed the account as a cancelation rather than a transfer. On that point, if you cancel service intentionally or unintentionally, they will bill you for the remaining 12 month period and refunds do not exist. I talked with billing, servicing, and retention and none of them would remove the bill for the account that was cancelled even though it was a mistake on their end. Austin helped get everything fixed, he stayed pasted closing time just to help me get everything done. He is the sole reason that I am still an optimum customer and the sole reason this review isn’t zero stars. Thank you Austin!

Long story short: Terrible customer service over the phone and hit and miss in the store. Terrible billing practices and an unwillingness to work with customers to fix Optimum mistakes. Good WiFi once installed Austin should run the company and everyone else in customer service should get fired and the company would be better for it.

If Optimum reads this, Austin at the Branson location deserves a raise...

First of all, Optimum has long been an absolutely terrible company to deal with. If they didn’t have a monopoly on high-speed Internet in Branson, I would be perfectly happy to never do business with them again.

But even worse: please tell me who on earth at Optimum came up with the plan to move their service center to the Branson Landing?? This is absolutely the least convenient possible location in Branson for locals to visit for service. Need to swap out your cable modem or pick up a new cable box? Spend 15 minutes hunting for parking and then 20 minutes walking all the way down the entire Landing to visit.

Branson Landing is a great place for tourists to come spend an afternoon shopping and dining. For locals, though? I can’t think of a less convenient location. And this is a store that is intended for locals. Tourists on vacation aren’t looking to sign up for cable TV or Internet service (and what are the chances Optimum provides service in their hometown?!). So tourists are not visiting this store. Locals are. So why is it in a place that is absolutely inaccessible by anyone who lives in town?

Not to mention that most of the people who do need service are Branson residence, which tend to skew older and thus have mobility issues walking long distances. I can suck it up and walk from the parking lots long distance away to the store, but many local residents cannot do the same.

Whoever in Optimum’s real estate department made this decision absolutely does not have their head screwed on straight and probably should be fired. And then their successor should fix this and open a store somewhere even slightly less convenient to access.

Or even better yet: the city of Branson should terminate the franchise agreement with Optimum and allow another company with better customer service to provide service.

And if you are a tourist walking by and get suckered into the store to buy a cell phone or something: don’t. They might promise attractive pricing, but this company has absolutely the worst customer service of any telecommunications provider I have had the displeasure of doing business with. And all they’re doing is just reselling...

IF I COULD GIVE OPTIMUM TV SERVICE NO STARS I WOULD!!!!!!!!!!We got Optimum internet and TV service. Internet has been great, but the TV service sucks. I paid for the Extra TV package (125+channels) because of the channel selection. When I ordered it over the internet I confirmed that those channels were available for the Branson area, and it said yes, so I ordered it. Tech came out installed the modem and the cable box told me how to use it, record channels and left. Then I started going through channels and I'm missing over half of the channels that I ordered and I will not left me record anything. So I call customer service. After spending almost 2 hours on the phone trying to get the situation resolved, they tell me that because the line is not properly buried under ground, I will not get all my channels. I wait a week and half and someone finally comes out and buries the line. So I again check the TV and again still missing channels. I make another call to find out what is going on. Now it seems that the package I ordered does not have the channels that I want, and I have to upgrade to a higher priced package.($75