Optimum — Local services in Teays Valley

This service is AWFUL! Don't bother if you can get anyone else… ANYONE. I started my service 4yrs ago. Had trouble getting speeds I was promised. Told it was my equipment. Internet signal was because of a brick House. Whatever, we dealt with slower service. We moved into our new house and had service transferred. Speeds got better and we thought things were looking up. Service started dropping, they replaced router still had problems intermittent but was told that was normal. Icing on Cake started back in Christmas Day. We had ZERO internet and TV. They said tech would be out next day. At 108 we called as we suddenly had service and were told that tech was cancelled because it was a area issue. Ok a little upset since we were waiting but issue fixed…. NOT… so next week service popped in and out until the topper of new years eve when it went out again. We called they did a push suddenly we have service… nope out 15 min later. Process continues 3 more times and finally a tech will be out on the 7 between 8-12. Yep you got it wait a week to get service… okay so the 7th is here at 1205 I call to see where the tech is… no text is scheduled as they had a wide spread problem that was resolved. But I still have a problem!!! So finally get a supervisor that says okay best I can do is within 24 hrs someone will be there. Yes TWENTY FOUR HOURS I'm supposed to wait, or I will be charged $60. She doesn't want to give unrealistic expectations. Okay so I'm now home for the FORTH day. No one. Guy shows up on the 9th. This is day 5 having to be home. Not sure how many people can afford to miss a WEEK of work. Okay so guy is friendly. Says my problem is in getting too much signal in the house when cold and it needs a splitter. Okay service looks good… nope… back to in and out. My husband (his name on account) calls to cancel service and told he has to bring in equipment to cancel. Well that was the second call as the first person he tried to speak with just hung up on him. He is on the road for 2 weeks working!!. Now we take everything up there and they day we have to pay for the entire month even though we won't be using it. My first bill was prorated but apparently they can't prorate a cancellation of service. And it doesn't matter that my husband tried to cancel the service over the phone. I haven't had service but it doesn't matter. I paid for service I wasn't getting in December and January. And now they want me to pay for February for service I won't get. They have their equipment I'm using ZERO and they say this policy went into effect 2yrs ago. I started service 4 yrs ago and didn't agree to a new service contract.

There is a reason that their rating is so...

The staff at the Kanawha City location was friendly and helpful. Not their fault that I had a bad experience. Suddenlink recently had some sort of system upgrade that unluckily for me coincided with my modem/router combo upgrade. Not normally a big deal, but since there was some issue that prevented them from activating my new router, I was without internet for several days. Just my luck that after I finally took the initiative to change out the hardware that several techs suspected was causing some of the connection issues I had been experiencing, it would be impossible to reconnect for several days. They did say that my account would be credited for the days I was without service, but I haven't verified that it was reflected in my bill yet.

My wife is a full time student and there is no way we could be without internet for as long as we were. Luckily I was able to upgrade my cell phone service to be able to create a mobile hotspot for temporary internet service so she could log in to do her assignments. This combined with the fact that existing customers are not eligible for the current "price for life" deals they are running really has left a bad taste in my mouth. I was told that for me to qualify for the current pricing, I would have to terminate service for thirty days and then sign up for new service with the better pricing. Seems ridiculous to me. I have been with Suddenlink for almost ten years and that loyalty does not seem to matter to them. It feels bad man.

Suddenlink, if you are reading this, take care of your existing customers. Running your best pricing plans, especially when they are guaranteed for life, only for new customers is a good way to alienate your existing customers. Trust me that when a viable alternative option for internet service becomes available, you are making it easier and easier to "make...

Unfortunately in a community with 50 residents I'm only offered thier lowest service for around 80-100 bucks. It's allways fluctuating. Also only able to run two devices at a time without any issues or disconnects. Absolute disgrace of a internet service gaming is obsolete so they just keep changing excuses. Then want to charge you 100 to get new Optimum boxes for service, with their service neglect. Optimum (Owner)

Got a payment behind and was told if I made the minimum payment they would restore my service. I made the payment and then they wouldn't restore my service,said I had to pay the remaining balance.

This is the internet speed I have from this company and I paid 120$ for 400mbps but this is what I got unfortunately I call them and they said please restart the router twice times per day 🤔😳🤦🏻‍♂️💔😅 and my online business was destroyed by their slow internet that constantly goes out every day. If you automate customer service and default to blaming customer equipment instead of your service, lines, and equipment, you’re getting one star. Do better. More competition, please i pay $120 for internet alone, that im not even getting, i rather have no internet, than paying $120 for no internet, these people are just either don't care for there reputation just cuz they run the place, or they are just flat out lazy, i wish comcast or some other providers would come here, because this is getting ridiculous, they are just plain terrible, terrible internet connection, and terrible service, i wouldn't suggest going to this provider, unless you are desperate and its the only provider here, go ahead, but if you have other providers in your area, this 1, in my experience, is a no go! Then advertise internet is 45...