Optimum — Local services in East Hanover

A Consistent Letdown for Our Surgical Practice

As a surgical practice that prides itself on delivering award-winning care, we rely heavily on stable internet to manage our business operations and patient care. Unfortunately, our experience with Optimum has been nothing short of disastrous, culminating in an infuriating series of outages and incompetent service over the past few months.

The most recent debacle began on Wednesday, May 29, 2024, when our internet service went down for the third time in as many months. Upon contacting Optimum, we were informed of a "partial outage" with no estimated time for resolution and promised a call back once service was restored. However, an hour later, our follow-up call revealed there was no outage but instead, our modem was unresponsive. A technician was needed on-site to troubleshoot, but he did not arrive until after 4:00 PM. This delay forced us to replace the modem that had already been swapped out in March, only to continue experiencing intermittent connectivity issues afterward.

The nightmare didn't end there. On Monday, June 3, 2024, we arrived at our office at 7:30 AM only to find the internet down again. Another call to Optimum revealed the modem was once again unresponsive, necessitating yet another technician visit. We were promised a technician between 2 PM and 5 PM, which meant keeping our office open for an additional hour after close, only for the technician to be a no-show. Further calls to Optimum resulted in a rescheduled appointment for 8:00 AM on Tuesday, June 4, 2024.

True to form, Optimum failed us once more. This morning, we arrived to find no technician and no communication from Optimum. This consistent lack of reliability and accountability is beyond unacceptable for any business, let alone a medical practice that relies on seamless internet connectivity to provide critical patient care.

Optimum has repeatedly demonstrated an utter disregard for customer satisfaction and operational efficiency. Their inability to provide stable service, coupled with a stunning lack of effective communication and timely technical support, has severely disrupted our practice. We urge any business considering Optimum as an internet service provider to look elsewhere, as their service is unreliable, their response times are abysmal, and their customer support is...

I had the absolute pleasure of being helped by Reno and Brian at the Optimum store, and I cannot say enough about how incredible they were! 🙌 From the very beginning, they showed not only professionalism but also true dedication and care for the customer.

I was setting up service for a brand-new construction, which can usually be a long and complicated process. Reno and Brian worked tirelessly for hours to make sure everything was set up correctly and smoothly. They didn’t just provide customer service – they went above and beyond, solving every challenge with patience, knowledge, and a smile.

It’s rare these days to meet representatives who treat you not as “just another customer,” but like someone whose time and satisfaction really matter. They both demonstrated outstanding teamwork, deep expertise, and the kind of kindness that makes a stressful process feel effortless.

If every Optimum customer representative worked like Reno and Brian, customer service everywhere would be on another level. They truly deserve recognition and appreciation – I walked away not only with my service fully set up but also with a big smile and gratitude in my heart.

Thank you, Reno and Brian – you are...

Brian is an absolute lifesaver! I walked into the store completely panicked after dealing with days of no internet. Both my husband and I work from home, so having fast and reliable internet is absolutely a necessity.

From the moment I walked in, Brian was calm, professional, and incredibly reassuring. He took the time to thoroughly walk me through all the possible solutions, never rushing or making me feel like just another customer. After reviewing our situation, we decided the best step was to replace our modem. Even after installing the new modem, the issues weren’t fully resolved Brian kept in touch and escalated the issue. Understanding the urgency of our situation, he went above and beyond to arrange for a technician to come out the very next day. Thanks to his quick thinking and persistence, the techs were able to fully resolve the issue. I genuinely believe that without Brian’s help, we would still be waiting for a solution.

He turned what could’ve been a stressful, drawn-out ordeal into a smooth and manageable process. Brian’s professionalism, empathy, and dedication to helping his customers are truly unmatched. He’s a rare gem, and we’re so grateful for everything...