Optimum — Local services in Flagstaff

Their google score says it all, but this company is even worse with customer service, and the providing of their services than they were under the name Suddenlink. We run a small business in town, a Veterinary Clinic, and our phones go down regularly. Typically we can spend an hour on the phone or chat support, and they reset things from their end and they're functional once again. Now our business cannot receive incoming calls, kind of important for a Veterinary Clinic. When we informed them that this is affecting our patients, and frustrating their owners, we were told they don't actually have any service technicians in Flagstaff, and it would be days before they would be able to send someone out to address and fix the problem. They offered call forwarding, and surprise surprise it did not, and still does not work. So this issue is not only harming our business, it's affecting the welfare of our patients and their owners as they attempt to call us for medical advice or to let us know they are rushing in with their pet in distress. We would switch to a competitor in an instant, if there was one. This company cannot provide the services they charge for, they can't address their failing archaic infrastructure, and the worst part is they DO NOT CARE. The South Park episode that focuses on cable companies was dead on, this company enjoys watching their paying customers grow frustrated. They enjoy taking money for services they cannot provide, and they love hearing how disappointed their entire client base is, because they know we can't find any alternatives outside of Elon Musks Starlink. If you can avoid working with them, I must emphasize that makes you a very fortunate human, run far away. Ignore their inaccurate ads boasting reliable phone and internet service, as it is not reliable, and they're very aware that it will fail on a regular basis. At the end of the day, when there is no competition, companies like this get to behave like crooks, they get to steal your money, withhold your service, and there's nothing anyone can do about it. Some day we hope that some advancement in technology provides viable options for Flagstaff residents and local businesses, because these guys really can't...

Was under the impression my internet was canceled until I saw I was billed again. I moved out of state over a month ago. I called and was told too bad so sad, I wouldn’t be refunded for last month and would still be charged again for this month. Considering I haven’t missed a single payment in the almost 2 years I had Optimum, extremely disappointing but whatever. At this point, I just wanted it to be done with and to never have to speak with this company again. It took 40 minutes on the phone, verifying the same information over and over again and 2 of the rudest customer service agents I have ever spoken to.

I had to tell them SIX different times that I was no longer at the address I had internet at. They still continued to try to get me to either get my account transferred to whoever lives there now (which I have no way of knowing, as it’s an apartment complex) or to transfer my services to where I’m at now. I moved in with somebody who already has internet and explained that three times but it’s like they wouldn’t take no as an answer and made me jump through hoops to do something as simple as disconnect my service. At the end of everything, she still had the gall to try to get me to sign up for their phone service.

Nothing against the Flagstaff location, specifically but BELIEVE THE ONE STAR REVIEWS. I wish I would have because it would’ve saved me all of this stress down the road. It is nearly impossible to simply cancel your service. I would not recommend starting up with them unless you’re prepared to live in the same spot forever or stay with them wherever you go. It’s like a cult.

**UPDATING on 8/22 to say after all of this, Optimum decided to call my BOYFRIEND to get our services transferred to our new place or start new services with them. A pathetic attempt at going over my head after I VERY CLEARLY stated we were NOT interested and had already disconnected services (AGAIN). Blatantly disrespectful when you look at it as them thinking the male figure would have more say and they could go over my head despite my wishes. My boyfriend told them the same exact thing I did and yet we were charged AGAIN on 8/22. At this point it’s beginning to feel like I need a lawyer to get...

Update..... Deb sent that message asking me to email them the issue. I did that the next day and I haven't received ANY response. So my review still stands. They suck. Back in December I had called to cancel my service. I spoke to one representative who then transferred me to another named Vaughn I have his employee ID and extension #. Vaughn offered me 4 free months of service and then $20 a month for the next 30 months. I got my February bill and I have NOT received any free months. I called to discuss this and I was told "there are no notes that he offered that". I asked, then how did my plan change to $20. I got no answer and they did not care and they would NOT honor the 4 free months. I got an email survey and they called me due to my responses. That person was worst than the first one. This one claimed there were notes but it says I declined the 4 free months. I said "why would I stay with you and decline 4 free months. Like who would decline 4 free months". They had no answer and again didn't care. They just kept saying they were not going to give me what I was promised. I understand people lie, but I have a name, date, employee ID and extension number. No one would even take that information from me to even see if there was an employee with that name. I got another survey about the phone call and they didn't respond to my answers that time. I told them I feel like they just lie and do not care about their customers at all. They do not care what their employees offer their customers, they do...