Optimum — Local services in Paris

Horrible field technicians. I signed-up for 1GB Internet service and was told Optimum would upgrade the coaxial in my new home from RG59 to RG6. The local Paris office made a Special Request Order and gave me an appointment window of 8am to 8pm. At around 4:30 pm, two technicians in separate trucks arrive and after explaining to them what they were supposed to do, they balked and complained that it was too much work, they would have to crawl in the attic and "fish" new cable into the walls. Then say said it would cost around $160 extra. I said fine, charge me. It has to be done. They then called a third person who tried to feed me some BS about using RG59 isn't an issue. RG59 is the old analog coaxial that doesn't handle the new high frequency digital signals. In addition, I wanted an outlet relocated and the original installer didn't use barrels at the wall plates. I wanted the old mess replaced and cleaned-up. I 'm willing to pay for it. But these two lazy technicians closed with "we don't work past five", then just walked-off the job. Suddenlink was rebranded to Optimum, because after years of similar stories by customers everywhere, Suddenlink became synonymous with horrible customer service. Well, it didn't work, nice new name, same horrible customer service.

UPDATE: On 7/22/2025 at 7pm I called Optimum to CANCEL my service. The longest delay tactic that I've ever experienced in my very long life. The simply refused to cancel my service. After 30 minutes of a hard sell, the first salesperson forced me to speak with a 2nd closer who continued with the hard sell. The best thing that ever happened to Paris, Texas was AT&T installing fiber optics. The monopoly Optimum held in out small quaint town has been broken! The AT&T technician was everything the Optimum technicians weren't. Clean-cut, professional and they understood what "World Class Customer Service" means and how to provide it.

I encourage every person residing in Paris, Texas to make the switch to AT&T Fiber Optic Internet. Help Optimum lose customers and business. No more old school aerial drops from telephone phones using antiquated RG 59 coaxial cabling. Experience a pleasant and HELPFUL...

I do not recommend using Optimum Mobile for your cellular service. I started with them last April and they sold me a new Samsung Galaxy. It has been nothing but problems for me -- calls not going through, a weird 5 second delay during phone calls, and text messages that did not go through. I went in to the store about 2 weeks after I switched and the customer service rep said that she reset my phone to the Optimum network and it should be fixed. It was not fixed. I did not have a chance to get back to the store until the other day and the same customer service rep told me that the new Samsung Galaxy devices were not staying on the Optimum network and a lot of people were having problems. She told me that her Apple device has no signal quality problems at all and she could use her phone all over Paris. I asked her to trade in my Samsung Galaxy device that she sold me in April for a device that will work on Optimum's network but she told me that I would have to pay the balance owed on the Samsung and pay for a new device. She could not do anything to help. She reset the phone again and said maybe that would help. It did not help. I called the customer service number that she gave me and they told me that their coverage map shows a blank space over Paris and that is why my phone was not working. They said there was nothing at all that they could do to trade in the phone that they sold me, or comp me with a phone that does work. If I could give zero stars I would. They are making false advertising claims that their network is reliable -- their network is not even compatible with Samsung devices. It is not worth the $15 worth in lower phone bill - your phone will have very poor signal. Just stick with...

Would assign negative stars, if I could!!

The absolutely worst customer service response I have ever witnessed…

I own a triplex, and needed to cancel the service in one of the units because that tenant wished to have his own service, I collected that equipment and turned it in to the store. Somehow, the wrong unit’s service was turned off. I don’t know how this happened, and neither it seems, does anyone else within Optimum’s entire organization.

Eventually, after much misdirection, I had to have the service restarted, with a professional installer to come back out: • My tenant had eight days without internet • My security system was unable to function without the internet • I had to spend over SEVEN hours on the phone with many different Optimum “customer service agents” to get this problem recitified • I also had to hire someone to be available to wait for the professional installation (for which I was charged $100), as the soonest time slot was one for which I was already unavailable.

Optimum’s response: • I was credit the $100 for the installation (understandable) • But for the loss of use and my inconvenience, I was credited $15!!!!!

I guess I will need to spend some more time finding another internet solution, as OBVIOUSLY, Optimum has no regard for the inconvenience caused by their...