Optimum — Local services in Hamilton Township

Please read if you are looking into their service

TERRIBLE SERVICE AND EXPERIENCE. Problems since day one. Go to Comcast or Verizon.

The purchase: We called Optimum to schedule service and went with one of the "double play" services for cable and internet. They roped us into a package for about $80-$90 a month. All seemed like a good price and I felt like I was being taken care of

The install: The install didn't go too well, after the installer left, there was a wire left on the floor in the hallway into the living area. When I asked about the wire I was told to "push it up against the wall, there's nothing I can do, call an electrician". Well I sure hope nobody trips over the wire just left on the floor.

Account setup: I was trying to access my account to setup autopay. We were told of a discount if we did. When trying to get into our account we couldn't get in. We called to find out why. We waited literally all day to talk to someone (no exaggeration here) turns out, the lady who helped creat the account spelled out name wrong. It's a 5 letter name, and I told the customer service rep at least 5 times how spell it because there was a language barrier. Took only a day to fix my name on the account, the account itself is still wrong...

The bill: My bill was not accurate at all. The agreed upon price was between $80-$90 My install was free too. But the bill came in $160! I called up to find out what happened and why my bill was nearly double. Here is what I was told, word for word, "The person who you signed up with must not have told you the rate was prorated". Well that's not what we were told, and we asked for a better price. We got offered $140, still way off from what we talked about.

The service: The wifi stunk, it was a brand new router. Even on a direct connection with my desktop we got hit with bufferings on Netflix, Prime, and Hulu. Also as an avid gamer, I found even on a direct connection to the modem I was being dropped mid game. The speeds was also slower then advertised, at this point we had enough.

The cancel: We called up in the beginning of the month to cancel. It was surprisingly easy beside the hour+ wait to speak with someone. We canceled, told we would no longer be billed, and we can return the boxes at the end of the month. Two weeks later I'm on vacation and come back to see Optimum had billed us. We called up again to find out what's going on. Hour+ wait again, and we spoke with customer service again who said, "You called to make changes to the account but it was never cancelled". Yes Optimum the change was to CANCEL the account which they never put through. As a result of talking to a manager and billing we were then told, "They can't refund me because the cycle started and that's policy" But THEY didn't cancel the account and now I have to pay for a months service of a service we no longer have hooked up or have used since being away on vacation. But to them, "That's our policy", Policy to not cancel an account, charge your client and then say that, "We messed up, we didn't cancel, you called and cancelled, but we didn't put it through, so we are charging you for our lack of acknowledgement"

We had problems since day 1. Customer Service was terrible, I dreaded calling and would avoid if I could when we had flickering internet. The install left a hazard in my house. The bill was not accurate. And they made a mistake and charged me for their...

On Friday evening I went to put the TV on to find a “No Signal” error.

My mom immediately called Optimum at 3:30pm to schedule an appointment for a Technician to come out.

The woman with Optimum kept my mom on the phone for an hour explaining how to fix the device. My mom repeatedly told her she is not technologically savvy and it would be best to have a Technician come out. This remark was clearly ignored.

By the time the conversation ended it was 4:30pm. The woman stated that a Technician would not be able to come out until the following Monday as they are off on the weekends. Being that Optimum over charges as it is, I find it ridiculous we have to wait 3-4 days to get our TV fixed and that an hour of time was wasted trying to navigate us on how to fix the TV ourselves.

We were told a Technician would arrive anytime between 10am-8pm on Monday (today). My mom stayed home and waited for them all day. 6pm rolls around and still no Technician. At around 6:15pm the Technician calls our house to say he won’t be able to make it (providing no reason as to why) and they’ll come tomorrow, Tuesday, anytime between 8am-11am. My mom proceeded to tell him that we have been without TV for 4 days and she waited all day for them to arrive. He then responded and said, “Oh, if I knew you were without TV for 4 days I would’ve called sooner to let you know I couldn’t make it.”

Not only do we have to wait 5 days to get our TV fixed but the carelessness of waiting until the last minute to tell us they would not be arriving after having us wait all day was extremely aggravating. Not to mention a reason for not being able to make it was not provided and we now have to wait until tomorrow to have TV.

If we are not made first priority tomorrow morning we are strongly considering changing cable companies.

For the amount of money they charge for generic cable they should have far better customer service and consideration for their customers.

Beware of...

every time I'm using the internet it always goes out if someone either joined with another computer it always goes out sometimes it goes out for three hours and and I call and they always say to reboot the router but it doesn't even work.sometimes my kids are always in the group and Google meet and the internet goes out and the internet doesn't come back to two hours and my kids are afraid that they're going to get in trouble by the school. also every time I call someone to come here and check the internet they never do anything it's weird because every time I call optimum the internet always comes back like if they're controlling the internet.every time I call optimum and the internet has gone for two hours straight and I call optimum and they put me on hold the internet always comes back and then the people don't believe me that my internet goes out for two hours. They sometimes offer you a deal for you so you can't switch internet but they say that that deal is better and cheap but that deal doesn't even last one week they say that deal internet becomes better the Internet only lasts one week without going out but the week after that the internet becomes the same again like it used to it goes out for two hours straight.the thing that really annoys me is that every single time I call the optimum company the internet always comes back it's like sometimes I wonder what if they control...