Optimum — Local services in Prosper

UPDATE: IMPOSSIBLE TO CANCEL I canceled my service months ago and I’m still being billed. You can’t go into the store and get any help they just send you away with an 800 number. The agents at the 800 number play games and don’t cancel your service when they say they will because it affects their retention bonus.

Previous review: Optimum is the only traditional cable provider for my neighborhood. The first dealbreaker for optimum is that they don’t have a Roku app. You have to buy a box for every TV in for that reason we decided to go with the streaming provider. However, I decided to get their internet service, which was mistake. I’m network engineer, and I have a great wireless setup but the optimum service was unreliable. It was also overpriced. I experienced the high degree of latency and packet loss. Of course you called their support and they make you go through an automated system reboot your router yada yada yada. None of that worked. It was $90 a month for one gig Internet, and I was lucky if I could get 300 on an average day. I switched to AT&T 500 Meg Internet, which was significantly faster and more reliable for less money. Despite being half of the advertised speed. I went to this optimum store to return my equipment and disconnect my service, and they made me leave the store and call an 800 number, it was some call center in Guatemala or something and I couldn’t understand the people, not because they didn’t speak good English, but because there was a room with 500 people and I could hear every conversation in the background better than the one I was having with the agent I was talking to. They offered me a 50% discount to keep the Internet, which would not have been worth it given how unreliable it is and how poor the customer service is. If you’re moving to the Aubrey Savannah area, I would not...

Jason is great - they're right about that. However, Optimum as a business is terrible. We had 7 outages in two months and our bill had been automatically raised 38% in a year. They would not give me outage credits - Their App and Website say you can ask for outage credits with a big "Success" screen and all - but this is a LIE. When you talk to them on the phone - they have no record of the requests, and then tell you it's too late to get the credit. When I had had enough, I switched, and disconnected the service over the phone - the only way they allow you to. I was told to take the equipment within a week to the store. When I got to the store - Jason had no record of the disconnect - but he tried to help. I then had to go through 5 different people over the next hour and 40 minutes to actually get the service disconnected (in the process of which they tried to keep my business at a much lower rate - wink, wink - and even a few free months... ugh) - and they still wouldn't give me my outage credits. When I called again to get the credits before paying my final bill, the guy had me list all the dates out - spent 20 minutes on the phone with them. A week later - no credits - and I tried chatting - they couldn't help - I had to call. At first, they can't do anything about a disconnected account - the other guy had been jerking me around. Finally, a supervisor was willing to give me credits - but they wanted to know how long the outages were. How do they not know? I felt like I was in the Friends episode where they can quit the gym. Worst experience in the last decade......

Originally when we called, we were told we had the choice between picking up the modem and getting it shipped to us the next day (Saturday). We definitively said that we would prefer to pick it up that day to get WiFi as soon as possible. He verified that it was available at our closest store and stated that we would be available to pick it up anytime that day. When we drove to that store later that day (a 50-minute drive for us from Aubrey), we were told from the in person clerk that corporate did not place an order for us to pick up in person and so we couldn’t. They did not give us any alternatives other than calling corporate ourselves. So, I went to my car and sat in there for over an hour because a phone call to explain the situation and get help took forwarding us to several people for us to be finally told that there was absolutely nothing we could do because they had already put in the order to be shipped and that it would be there by Monday. It is now Tuesday at 8 pm and it still has not arrived. So ridiculous. I wasted almost 2 hours driving and overall almost 2 hours on the phone to wait over 5 days...