Optimum — Local services in Helena-West Helena

I'm not sure where they get their customer satisfaction numbers from, but we sure aren't satisfied. When we first got our service, they rescheduled our install twice, then didn't even give us our phone number before the tech left. Great start, nothing but problems since. Three calls to get a working remote sent to us within 3 months of starting our service. And you don't dare use the home phone we pay for, because the connection probably won't last long enough to finish the call. Our internet went down in May, tech came out lickety split, found two breaks in the external cables. He put in a work order to have both fixed, and did a temp fix by running a line across our driveway. With the reassurance that the team would be back within a few days to perform a permanent solution, we were told to make as few trips up and down our driveway, to avoid driving over the cable as much as possible. The first team came out the following business day to fix one break (up on the pole). The second team finally showed up a month later, but didn't have the right equipment, so they told us they'd be back. TWO months later, we still had a cable across the surface of our driveway, and customer service tells me that I have to start all over with a new tech call, assures me that they'll have someone out that day (a Sunday), then.. Oops. No one's available (big shock). Let's schedule for Tuesday (4th of July? Really? Okay). 4th of July, voice mail from Optimum... oops, it's a holiday, we don't have anyone, please call us back during regular business hours. Called back, scheduled another appointment. Got a confirmation text with the date and time. Got a voicemail saying that they show the problem resolved. (Nope. Still have a cable across my driveway). Confirm appointment again. Morning of the appointment, text message - techs on his way, please have an adult present. Appointment time comes, goes, I call Optimum. The appointment has been rescheduled. Without talking to me. Talk to CSR, who tells me the appointment was never scheduled for the date and time I GOT 3 MESSAGES CONFIRMING. Got told the problem appears resolved. Asked to talk to a supervisor, get put on hold for 5 minutes. CSR comes back to tell me she's located a supervisor, and I'll be transferred shortly. My internet goes out. I don't get their call back. I don't seem to have an appointment anymore. I am paying $200 a month for unreliable service, and I have to wait to get some sort of billing credit until after THIS tech comes out, but they keep rescheduling, keep saying the problem is fixed. If you have an option to this company, use it. Or throw good money after bad, with zero compensation and ZERO...

I recently became a customer and have only had the service for less than a month. Since April 13th my internet connection have been down. It all started when my next door neighbor got her optimum service installed. I politely informed the worker that we have the same service and when he drilled into the wall our internet had issues. He assured me he would tend to the issue after finishing his appointment but left and never came back. I have called numerous of times speaking to several different workers trying to resolve the matter. They appointed me 5 different appointments but NOBODY showed up.! The professionalism is extremely poor and lacking there of. The small time my internet was properly working everything was PERFECT! The internet service itself is not the problem but WEST HELENA ARKANSAS OPTIMUM TECHNICIAN WORKERS ARE! ALSO, I was told my appointment was canceled on 2 occasions because some workers put in the wrong work order! Then when they “try to expedite my appointment” a contractor Tech calls my phone hangs up in my face and then proceeds to decline any call back and ignore voicemails! I have already received a bill for 107 dollars that will not be paid because I HAVENT HAD THE PLEASURE TO EVEN USE THE INTERNET SERVICE THATS IM BEING CHARGED FOR! I would LOVE FOR THIS ISSUE TO BE FIXED IMMEDIATELY!

Sincerely, A PAYING CONCERNED VERY...

Got a friend signed up for service on 6/11/24 with service to start 6/13/24. Hook up went easy right on schedule. Got a bill to be paid on 7/11 we paid it then got another bill due 7/25. Two bills in less than a month. Then on 7/16 volume stopped working said change remote still no volume then they said change box. Now we have no picture. Set up fix date for 7/23. Got a call on 7/18 said they could come between 2-5 pm agreed that would be great. Then got another call at 4:30 said they couldn’t make it next available time 7/26. This lady is 75 years old her life is heartland and news. Now all she has is a puzzle book and got put on back burner because some tech could not get there. Optimum if your business practices are like this I pray God makes you all as...