Optimum — Local services in Litchfield

I wish i could say that i had ever had an experience with this company that didn't send my blood pressure soaring, but it has been a fight every step of the way, even with cancellation. I can tell you that if you need to call optimum, there is no quick way to go. You can wait on hold for thirty minutes, or the call back system will wait hours for you to be three projects further into your day to grace you with a call back. Sad. If they actually cared about your business, they would start by answering the phone. Once you do get a person on the phone, it always feels like a run around. A month or two after i signed up for service, the advertised rate went down. Then i get taunted by every add reminding me that i am paying double a newer customer. Thanks for that. If i keep paying my bill and remain a loyal customer, i am rewarded with scheduled price increases. Talk about loyalty to your customers. It just all seems backwards. What really got me mad was that when i called to cancel i let them put me on a vacation hold. They told me my upcoming bill would be ten dollars snd i would get a ten dollar credit. Fine. Wasn't 100% sure if i would be going back to that house or not. Two days later they charge my account $60. I had put a hold on my service so i am thinking i have a credit coming since i had placed the hold ahead of the bill. When i get a text a month later that i am about to be charged another $20, i call to cancel. After waiting on hokd another 20 minutes they tell me they owe me nothing and i am obviously confused about having to pay more. Just terrible. Their automated system has turned them into theives and they are perfectly content to have charged me for services...

Terrible customer service. It's nearly impossible to solve issues with the representatives there. They all seem to not know how to use their own system to answer questions and are seemingly unable to convey the information to the customer if they do have it. several times I've been told by a representative that they can not help me and tell me go online myself and try to solve the issue myself... And even if they have the information/resolution pertaining to the issue they can't convey it to the customer for an overly obvious lack of reps that speak english at a level required to their position. And that's if you actually get through to someone to speak with. I once tried for 2 days to speak with them about a bill. The second day they put me on their "Automatic call back" list and said they would call me back in 45 minutes to an hour. The next day,(saturday, almost exactly 24 hours later) they called me and literally told me they can't answer my billing questions and to call back monday through friday to speak with the billing department. But even when communication happens between the company and customer here, resolve and complacent customers are never the goal with optimum. I've cancelled my service a month ago and I am still getting charged and can't figure out why because the rep i got a hold of couldn't tell me and then hung up on me. Not lying, i waited on the call back list to re connect with them 45 minutes later and they hung up on me again. It's like dealing with children. High rates. Hidden charges and rate raises. Along with a helpless feeling of being bullied is what this company offers. I definitely do...

Schedule mix-ups by elderly customers should not be charged as a completed separate visit. Nor should line-up changes occur half-way through the broadcast day. What's with all the Hallmark Channels and non-ESPN sports channels suddenly being unavailable extras?! I called the number listed on Channel 902. Twice, I told that automated service, in plain English, that I wanted to restore Hallmark Channel and Hallmark Movies & Mysteries to our cable TV line-up. Twice, all I got in response was "Let's try this another way." So, your "self-upgrading" service sucks, too!

More recently, I called up to ask if their Litchfield, CT, branch were still open and still supplying cable boxes. Because mine had evidently shorted out due to a power surge from some passing thunder storm. So I call up the customer service number listed on the Internet. And, after five minutes with a frustrating computer voice, I have to repeat the same information to an Asian-sounding woman who keeps me waiting another five minutes while she sees if there any Optimum control box-supply stores in my area. For two seconds, I'm glad to hear the facility on Torringon Road is still in business. Then, she give me the customer service number to call...and it's the same one that brought me to her extension in the first place!

Hey, guys! Here's a radical suggestion. How about getting a customer service number with a "567" prefix???

P.S.---drop all notions of dropping WTNH/Channel 8 from your basic programming package. Or someone might wind up calling the Better Business Bureau and the FCC about your attempted violation of...