Optimum — Local services in Paramus

I'd give NEGATIVE 1 if I could. Where do I even begin with the problems (and scumbaggery) of this company. My girlfriend cancelled most of her cable service recently -- after numerous cable problems in the house (never being fixed right) -- leaving just the internet. Funny how, when you go to establish a new account, a large tech company is quick to get you to "Sales". But when you go to "Billing" or to cancel service, you are kept on the phone tree, largely on hold for a good hour --- until you quit in exasperation. And that's how big companies like it. Then when you undo all the bloat-vision that they stuff into your subscription, you're basically back at start, only you've lost hours of frustration over issues that are NOT your fault. But wait folks, there's more...

Went to go return the cable boxes to this location today, and we discovered a new mystery attachment to my gfs bill (which was an HBO add-on that the phone rep had somehow snuck in.) Must have been "accidental" hits on the keyboard, from the phone customer service (that took an hour to get to, and work with).

Cristal? was having difficulty understanding or explaining the coded issue, as it appeared on her screen, so I went to copy the info, so we could use it to call in to customer service again. (She said she couldn't remove the charge/add-on there. Wow. Multi-Billion company = all sales, but no field ability to remove an item right then. Does it surprise anyone?) As I go to copy the info, she tells me "DON'T LOOK AT MY SCREEN !!" Why not? Why be slippery and opaque with your customers? Why not let a customer copy the coded line items they see, so we can have information to work with and communicate, when we do allllllll the labor again, of calling into customer service.

So you've heard these stories 1,000 times folks. Company with geographical monopoly (seems like collusion from on-high), setting horrible rates, poor customer service on phone, cable item snuck in (fraud and theft in my book) RUDE girl working at the physical store, etc...

So now my gf is ripping her hair out again, because she has to call in again and work on this new and fraudulent insertion into the bill.

Something needs to change in this country with the attitudes about technology, money & the value of customers. Is anyone truly happy with our tech providers being dismissive, abusive, and sticky-fingered? Does technology free us or enslave us further. I'm picking the latter, and honestly, moving to the woods, with fat stacks of books, is becoming more and more...

Subject: Frustration with Address Update Process

I’ve been an Optimum customer for about 5 years and appreciate the great service and friendly staff—both in-store and with the technicians. However, I’m extremely frustrated with the difficulty in resolving one simple issue: updating my address after recently moving.

When I signed up, the in-store representative entered the wrong street address. As a result, the technician was sent to the wrong location for installation, causing unnecessary delays and requiring me to personally go to the incorrect address to redirect them.

I immediately called Optimum and was assured that a ticket had been submitted and my address would be corrected in a few days. A week later, I checked my account online, and the address was still incorrect. I called billing to verify, and they still had the wrong address.

Today, I called again and was transferred multiple times between departments. After patiently waiting for this to be resolved for over a week, I finally had to insist on going to the store in person to get this sorted out. Why is something as simple as updating a customer’s address so difficult to resolve over the phone?

I like the service and the people I’ve interacted with, but this process has been frustrating. I hope Optimum can improve how these issues are handled to prevent unnecessary delays and confusion for customers...

I am only giving 2 stars because i had a good experience the first time I visited.

The second time I went to replace a cable box, the sales rep asked me if I still used my landline and offered me a way to retain my number for future use but disable it until i wanted to use it again, which would have lowered my bill. What really happened was a "bait and switch" to sign me on to one of their hard sell mobile plans, which i definitely DO NOT WANT. I called customer service when i returned home because the rep did not give me the SIM card he said he would give me, I paid $20, and it took hours on phone with useless customer service reps to try to undo it. I have to wait a week to see if the cancellation sticks.

At no point in time are you able to reach this in-store person, nor is anyone in customer service able to. It's absolutely ridiculous.

BEWARE OF THIS SCAM! Optimum is dying to displace Verizon, which it never, ever, ever, ever will. I would absolutely rather pay more and get decent in-store and online customer service than pay less to get this.

At least - the...