Optimum — Local services in Charleston

Horror story company.

Optimum cancelled my account on accident when I asked them about switching my girlfriend’s plan to mine when she moves in. When we said we didn’t want it done immediately the sales agent snapped at us and said she was working on it and then hung up on us. Never called back. Had to contact a new sales representative where we sat on the phone for probably another 2 hours. We were told by both sales agents during these calls that the transfer would be done on February 22, 2024 during 8-11 am. I took the day off of work for this.

Since the sales agent has shut down and reopened the account, the service speed runs under 10 MBPS no matter what. Reset it, nothing changes. Talked to technical support for over 2 hours and they could never fix it and they told us we needed to get a bigger plan. It never fixed it. Told to wait until the next installment that’s scheduled

So finally it’s February 22nd, 2024. 12 pm. No agents have contacted me or showed up. I get in touch with an agent online, 2 different ones who both say there are no appointments for either me or my girlfriend. Great so I lost money by not showing up to work just for them to lie to me. So I am still relying on my data and paying 80 dollars for WiFi that doesn’t work. Worst internet company I think I’ve ever dealt with through all the states I’ve moved around.

Also for months I haven’t been able to log in to my account. I have to pay my bills and check my account over the hotline. I have told several agents I can’t log in to my account, they will not help me or they don’t understand why it’s happening. Forgot my username/ password will never send to my phone number or email. Not my spam, nothing. Just a company that straight up refuses to let me have an online account with my plan although I definitely have to pay all of my bills to them.

The router boxes provided by the company almost never work. I’ve had 2 or 3 since I’ve started the account. Had agents install them, not even done myself. They still just shut off or run insanely slow speeds all throughout the day. And it has been at each residency I’ve lived in with them. To me there is no point in being with this company unless it’s the only...

I have had this service since Jan 2020 and they have been nothing but a hassle, I had my service transferred when i moved in feb after i received a bill for 340.96 i made a 200.00 payment to ensure that they would transfer my services, i moved into my new home and they came out to have the service connected the technician was independent contractor who advised that he could not connect the service because there was no hot wire that the entire unit needed to be rewired now mind you i have the equipment that i had at my old address i than was told that the technician would swap out my equipment , the following week they sent a certified suddenlink technician to rewire this apartment, he never rewired anything he took the existing equipment and connected my service than covid happened, i have been disconnected every month twice per month for non payment they sent me a bill in April for 880.00 stating that i carried over a balance of 376.96 and 500.00 in equipment charges not at all correct i contacted them every month since and they adv me that i would have to return the equipment before they could remove the charges and that they would have to charge me another 60.00 in technician charges that they have already charged me for the installation that was rewired but never happened they than cut my service off again i called and called and they continue to adv that they will have a supervisor to contact me still has not happened i am now with out internet and cable and listed with a 0.00 balance and no active service and they have yet to cut it back on or send me any supervisor to assist me with the situation on top of me paying the full balance monthly to learn that my neighbor and i have been splitting the service neither of us getting the full megs we are paying for and i now have no service and a inactive account in the system they are a joke and they have the worse customer service representatives i have...

I have only had Suddenlink for a month and a half. It took them 4 attempts to install my cable boxes and then they charged me for one of the visits. To be clear they kept not installing the second box, on 2 visits they didn't even bring the second box. It never worked until after the fourth visit. No one ever said I would be charged in fact I was told the opposite by the first guy. I also was charged for a tivo box one of the technicians brought to my place even though I had never asked for it, told him I did not want it and it was never installed. In my area there is no point paying for the 1k internet, Unless you are inside their office building they just don't have that speed. But if you want 400mbs it actually cost more so they artificially are inflating numbers for how many people are subscribed to their 1k internet. I’m using them for now because its such a chore to change but they have some seriously messed up billing tactics. If I get another mysteriously high bill I’m switching to a different provider. And yes the internet runs fast WHEN It is connected and not dropping off constantly. And it will drop off or get disconnected at random. The customer service center does not open until 8am so if you were planning to telework on time you can forget that dream. Here is how the disconnection scam works for new customers- They will send you a text saying they will take your autopay out on the 20th...this is a lie, as was told to me by their own agent. And because I didnt know that they just send those text automatically but really they can’t do auto pays for the first two months, (even though the service is month to month) they disconnected me on the first week of the next month. Lovely. So I had to pay 10 dollars for believing the text message they sent me. The service in all respects is not great. The customer service line is garbage and you constantly...