Optimum — Local services in Lufkin

WORST internet provider and that says a lot considering I previously had Windstream. I would call myself decently tech savvy so when they sent it to me to setup myself, I held no qualms. I have done this multiple times when living in Houston. However, it was not connecting. Though I wasn’t surprised looking at the connection coming from the wall in my apartment. I allowed them to run a remote diagnostics anyway, which come to find out, their end was showing there was no connection and they needed to send a technician. After scheduling the appointment (1 week out), I continuously received text messages confirming my appointment and making sure I wanted to keep it. The last text received was the night before. Today, I took off from work for my appointment window and lo and behold, no technician showed up during the scheduled time 2-5. At 5, I called Optimum to ask where my technician was that was supposed to be here between 2-5 and they told me there would be no technician coming. When I asked why, they said my address wasn’t serviceable. When I asked when did they find that out, they said this morning. So 1) they offer internet to addresses that ARE NOT serviceable 2) DID NOT communicate that a technician wouldn’t be showing up for the scheduled appointment. This is all, of course, after THEY have received payment from me and I have had 0 access to internet since receiving equipment on January 20th. This...

They have the WORST customer service I have ever expereinced. Myself and my neighbors have this company for fiberoptic internet and anytime that the line itself has gotten damaged it takes them DAYS to get it fixed. They send out one person to assess the situation (even if youve explained your line has been ripped down from the top of the pole) and then yiu get told that you have to wait on another person to come to finish the job. Then when no one else shows up you get told that the original person did not put in a service ticket for that second person to know to come out. They have even sent someone out on a weekend who was only armed with a ladder and his body height after my neighbor had told them that a tree had fallen and ripped their line down from the pole. The technician simply said sorry you'll have to wait we dont have bucket trucks on the week end. Each department does not communicate to each other the specifics told to them. I personally am going back to my old internet provider because I've had my fill of the lack of communication. Oh and the kicker to all of this is that if you want to report a complaint YOU CAN'T only the person at customer service can convey your distaste. There is no actual...

I signed up with Optimum on May 16, 2025 for the 300 Mbps plan. The setup was fast and their customer service seemed great at first. They quoted me about $40/month.

From May through September, the problems started. I had to swap out my internet box twice in just a few months. Speed tests often showed I wasn’t getting anywhere close to the 300 Mbps I was paying for.

To be fair, Optimum did try to fix the problems and sometimes the fixes worked temporarily. But the issues kept coming back. By the end of September, I called again to say I wasn’t happy and had reached my limit.

Instead of addressing the recurring failures, they told me 300 Mbps was a “low quality” package and tried to upsell me to something more expensive. On top of that, a billing mistake nearly raised my monthly charge beyond the $40 I was promised.

When I tried to cancel, I was shuffled to another number, waited nearly 20 minutes on hold, and was told I would likely have to pay for another month of service—even though I wasn’t using it.

In my opinion, it’s not right to pay for service that doesn’t work. Between the repeated outages, failed equipment, misleading upsell tactics, and billing issues, I cannot...