Optimum — Local services in Sparta Township

I’m going to try to make this as short as possible so that people will actually read it it was such a nightmare(but it will be long). I just bought my first new house and two weeks ago I planned everything perfectly so that the movers would bring my stuff in and the Internet installer could come in and set up the Internet on the same day Wednesday 12/20; the reason this matters is because I work Remotely in an “essential worker role” for hospice. Between 11-2pm they said… by 130 I was getting nervous and I called they told me that he was having trouble with the customer before me but that he was on his way and hour later goes by and I get a call saying we are so sorry the installer is still on his way another hour goes by now we’re almost at 4 PM and the woman on the line says he’ll be there in 15 minutes ….. I’m sure you can guess he never showed up! I’ve already taken 1 day off of work.. all I can think about are the poor hospice Alzheimer’s patients are going to be so confused) I call optimum several times the first three people listen to about half my story and hang up… another person listens to me and I told him I want to speak to a supervisor and they tell me OK, but then proceed to offer me services such a Switching, my mobile over to optimum before they switch me over to their supervisor) one person ALTHEA who I was told was a supervisor had a nasty demeanor, as if what was happening to me, was ruining her day. She ended up not helping me at all, putting me on hold to a tech branch because she said she couldn’t decode the message.???????? (I REALLY I don’t believe it) Finally a Man named BRIAN gets on the line. He’s so nice to me. I start to cry because I’m so relieved to have somebody show a little compassion. He tells me he understands that I work from home and the stress when you don’t have Internet. He tells me to wait till 7 PM (it’s a little after 5pm now)and if the tech does not show up that he will call me at 7 PM on the dot either way and get me scheduled for the very next morning bright and early if tech didn’t show up. I cried I was so relieved. I can’t loose my job and Optimum was jeopardizing me. So for those two hours I felt relief I felt like somebody finally listen to me and I was so happy. I was thinking of all the ways I could possibly thank Brian of how I could talk to his company and his managers to get them to understand what a great person he was when 7 PM rolls around. I’m almost excited for him to call so that the nightmare can be over. HE NEVER CALLS ME! This makes BRIAN the worst out of all of them. He gave me a false sense of security. For two hours I could’ve been working on resolving this problem but because of him, I sat thinking that optimum was helping me. When I called them back at 7:30 PM (they tried to say nobody named Brian works there!!) Told me the soonest they could get an installer out to me was Tuesday after Christmas then they put me on hold and hung up on me… I was so beaten down and demoralized, in tears, wondering how I was going to explain to my job that my stupid Internet company not only turned off the Internet at my old house but is now not even helping me restart my Internet at my new house, when I finally got to talk to an individual named Santiago… the best he could do for me was Friday. Altogether, I lost THREE entire days from work right before Christmas all because of Optimum their incompetence, terrible customer service and over all “I don’t care about our Customers “ attitude. Why do you do this to people? Or why do you allow your staff to treat the people that pay you this way?! Internet service is not just about watching TV and playing video games anymore in 2023. The Internet is peoples life lines. It’s how they do their jobs. It’s how they keep you and your family safe!!! Think about your mother or father, dying in bed, not being able to get certain comforting services because of your companies incompetence. Show a little bit of respect for your company, yourself and most of all...

After the long wait Optimum came to my area with an appealing rate on high speed internet. As a content provider it’s imperative to be able to communicate and remain in contact with the community.

Firstly, Optimum took my installation fees and ran. Their first sub contractor looked at the line and said it was too long to run without a truck (200’ from the feed is not hardly difficult)

Second Technician who came looked at my house and walked away.

After waiting a month, 2 more technicians show up, leave a mess in my home and didn’t rerun the frayed / old cables within the home.

After paying installation fees and waiting a month for phantom technicians not to properly do their job, I am then met with the worst connectivity I’ve experienced since dialup.

My service was for 500 MB and 50 upload speed test put me at nil.

Don’t believe me check out my 3 months worth of content on Twitch and how I have not been able to comfortably do what I do.

Today takes the cake however. After speaking with Essence in retention yesterday I was promised a technician would come over repair my lines and I’d receive 1GB for a year for my trouble. The technician claimed he came over and filled out his paperwork to state he did the job. The technician was a no show plain and simple.

After speaking with Pam in sales ( not sure why sales) I just requested to speak to retention again.

Spoke to Kia who dropped my service without a problem. Will be calling back to ensure the reason I am dropping Optimum is correct as their service is horribly managed, unethical, and is undeserving of my business.

My complaint will be submitted to the BBB for all funds lost.

• update * 9 Jan 2022

Luis an on road called me from his private number stating he would finish the job to replace lines from splitter to modem. In the process he stated he was a customer as well and Altice / Optimum does not care about their customers.

Austin, another tech who seemed to not want to do his work talked me into needing another request so the tap be replaced. Same story from him however, as a company, Altice / Optimum has less than stellar service.

My intermittent issues have been ongoing and complained about for three months now to no avail have they been repaired.

Photo shows no footprints of Austin coming over to take photos of the split and tap. I requested the cable ran from the splitter to the hardware be changed because it’s part of the installation and the wires were for direct tv 20 years ago.

Don’t worry Altice / Optimum, I have a long list of pretend owners or managers as well who want to help me such as Andre and Debra. I’m sure all who value reviews know this...

If I can give 0 stars I would. I paid for my internet and cable boxes to be installed over a month ago. Four appointment dates later, still nothing. I have taken off of work FOUR times and missed a work trip because I had an appointment scheduled.

First appointment, nobody showed, nobody called. I called them three times to see what happened and was told I would receive a call back each time to no avail.

Second appointment, tech came and after two hours of testing different cables, he realized that my house was not connected to the street. He called Optimum and made a request for a bucket truck to come connect my house from the telephone pole. (I had even called after he left to make sure they knew I needed a bucket truck for the next appointment).

Third appointment, no show, no call AGAIN.

Fourth appointment, new tech shows up in a MINIVAN! I immediately told him what I needed and there was nothing he could do without a bucket truck. He called a different team supervisor and requested a bucket truck. I called Optimum after he left, as I did the last time, to request a bucket truck and explain my frustration. They just kept transferring me to different people because nobody wants to deal with it. I asked for a supervisor and apparently procedure is for them to call you back, but nobody ever calls you back! I've waited a month! Nobody knows what they are doing and are all completely unknowledgeable (except for the second tech, he was a cool guy). I still have no idea when my next appointment is because apparently a supervisor was supposed to call me back and never did. I keep calling to explain that nobody is calling me back and they don't care and just repeat the process again. Absolutely WORST business I have ever dealt with. I believe the only reason they are still in business is because they are the only internet service provider in the area.

Optimum, PLEASE call me back and service my house or at least let me know what is going on!

-Nick Mahoney

Update 7/19/21: It has now been FOUR months since I've paid for my service and I'm still not connected. This is the worst company I've ever done business with. Avoid at all costs.

Update 8/24/21: It has been FIVE months now since I've paid for my service and still no updates of any kind from Optimum even after making contact with Supervisors on Facebook. Finally decided enough was enough and demanded a refund which they made me fight for as well. Tried saying I never made a payment because I don't have an account number. Had to show proof of payment even though it's in their system. Will NEVER recommend Optimum to anyone. Will recommend any satellite ISP before dealing...