Optimum — Local services in Edison

After many hours of troubleshooting with Optimum I was told I needed to add a piece of hardware to my existing Gateway 6 so I could run separate 2.4 and 5 G networks.

I was told to go the the Optimum store to pick up the equipment. There is no direct number to the store or I would have made sure they had what I needed.

I went to the store where there were two service people. There were no other customers. When I asked the service rep to check the notes for the equipment I needed he said there was nothing in the notes. After much question he did say that the online customer service rep did leave what equipment I needed but they didn't carry it anymore.

The store service reps had very little knowledge of the equipment that Optimum has. The rep thought I would need to downgrade to the Gateway 5 to have separate networks and that I would need to bring the Gateway 6 equipment to the store before they could give me the Gateway 5 as that was their policy.

I didn't want to give back the Gateway 6 until I was sure the Gateway 5 worked and did what I needed. I asked to speak to the manager and he told me there were no exceptions to the policy. He said there was no way to track the equipment if he let me take the Gateway 5. This is a ridiculous statement as each piece of equipment has a model and serial number that is associated with my account.

I don't think this store or Optimum in general are very customer friendly. I ordered the Gateway 5 to be shipped. This way I have a backup I can return to if there is trouble with the new equipment of setup.

I'm probably going to test the Verizon 5G home network system. It's the same price and their customer service is excellent. The price is also locked for 3 years. The Optimum price has a $25 discount that will expire next May. So long as it's a comparable speed and reliability I'll...

I want to address the poor attitude and lack of helpfulness at the store, even from the manager. We received information from Optimum over the phone stating that a specific promotion was only available at a store near us, which we confirmed by checking. When we arrived, the staff was unhelpful and dismissive, claiming the information from the phone call was incorrect.

Our experience was frustrating because we were supposed to be eligible for a promotion tied to our phone trade-in. The encounter was unpleasant, and I truly believe the store should be investigated or possibly shut down, especially due to the behavior of two employees. The first woman we interacted with was rude and disrespectful and clearly lacked knowledge about the promotion. She insisted it was only available to new customers, which was inaccurate. I tried showing her the text messages between Optimum and me, but she dismissed them.

When I asked to speak with a manager, I noticed the first employee was visibly upset, turning red and pushing her chair back forcefully. After about seven minutes, the manager finally appeared and informed us that there was, in fact, no promotion. She suggested I should have clarified this with the representative I spoke to on the phone, leading to a back-and-forth exchange.

Both women were misleading and ultimately wasted our time. We will never return to that store again, which is unfortunate. During our hour and a half wait, I observed that the male staff member present was the only one actively helping customers and answering phones, while the first woman remained in the back the whole time It's disappointing to see a promotion like the free iPhone 16 with trade-in for 24 months not being...

Tech support told me to visit this store to switch out my non-working cable box for updated box. Was speaking to a female employee until rudely interrupted by male employee who tried to sell me on a promo that I “NEEDED” to sign up for which was free for the first 2 months and then will increase my bill. He said this was the ONLY way he would be able to switch out my devices for working ones. I proceeded to hear his pitch and then told him that my current speed and service fit our needs and budget and just wanted to switch out the non-working box for one that I can use on the current plan that I was paying for and upgrading was not an option since I am not authorized to make plan or billing decisions. He then told me I would have to upgrade and since there was no contract, I don’t need to be the authorized person and but will still need to cancel after the free trial avoid charges in order to get working devices. When I told him that does not seem logical, he then said “he would not help me and would need to go to another location but can’t because it was already closed” (like I was cornered and this was my only option). I informed him that it was only 5:30pm and that the other location did not close until 6PM according to the technician who I spoke to earlier over the phone. I asked him if he could contact the other store and see if they had the box that I needed in order to make the swap. He then told me, “He does not call the other stores for customers and he could “message” them but they weren’t even going to answer’, and walked away from us. I asked the young lady to put my stuff back in my bag and told them I would return after I make a...