Optimum — Local services in Town of Brookhaven

We found out we were paying more money for inferior coaxial service than other people in our neighborhood who have their upgraded services, so we called to complain. They said they would gladly upgrade our service to fiber optic and it would lower our bill. We made the appointment and they went to the wrong address. Then the installer showed up here after the appointment and said he couldn’t do the work because the address was wrong in the system and we had to call to have it corrected, which we did. It took days to confirm that they had changed the service address to match our billing address and another week to schedule a new installation appointment. They went to the wrong address again and again could not complete the promised upgrade. We had to call once more, getting transferred from department to department and being put on hold numerous times for longer and longer periods, until we were finally told once again that the address had been corrected and we could make a new service appointment. I didn’t believe them, so I asked the rep to read the service address off his screen to me. He read the wrong address. Not only was it the wrong address, it wasn’t even an address that exists in this world. When I got angry and said that this was unacceptable and ludicrous, the guy said that he read the address wrong and that it was the correct address. He swore to me that it was fixed. So, we made a third appointment for the upgrade. They were supposed to come today between 8am and 11am. I took off the morning from work (again) to be here, and AGAIN they went to the wrong address and said that the job could not be completed because the address was wrong in the system. So, the customer “support” supervisor I spoke to, who swore that the address was corrected in the system lied. This company is full of incompetent, unqualified, aggravating, liars. If any other provider was available in our town, we would get rid optimum and never use them again. They keep thanking us for being “loyal customers “ for 45 years, but this is how they repay loyalty. This is how they treat their customers, with no regard for our time, money, or sanity. What a bunch of crooks. Monopolies are supposed to be illegal. How does this garbage company stay in business? I have no idea what to do now. I can’t take anymore lies and aggravation, which is what I’ll get if I attempt to continue trying to get this issue resolved, an issue that is completely their fault and responsibility. Their bill makes it to my address every month without fail. Why can’t their service...

I called the retention department yesterday because I wanted to potentially cancel optimum service because it is too expensive and I spoke with Ariel in the account disconnect/retention department and he suggested I exchange my silver DVR box that works perfectly fine for the new black Samsung DVR box that is more updated and faster and he would remove the DVR service from my bill but still allow me to have DVR and so I did that and went to the store at 5 PM and got the black box. The lady showed me and reviewed the changes that were made with Ariel on the phone and she shows that the DVR service should be there for a $10 promo rate. I went home to set it up and it did not work because it was a bad box so I have no TV for the rest of the evening. I spoke to two customer reps when I couldn’t figure out how to get the box to work and the first girl was no help and she was even laughing and said she doesn’t know And then would just sit there in silence so I said are you even there and are you even going to help me and she hung up on me! I called right back and got another girl, Zara, told her about what just happened and she said that’s totally unacceptable and she will try her best to help me figure out what the issue is, and unfortunately the box was bad so she was able to get me a tech appointment for Friday rather than from Monday and she said I will be credited with lost service and then this morning, Thursday, I went to the optimum store to exchange the black box for a new black box and I went home and plugged it in and it works but I have no DVR service! I called up the mom and the guy Daniel said I don’t have optimum service and if I wanted it it would be $17.95 and I said absolutely not I was told it would be free which is why I exchange my perfectly good silver box in the first place based on what the retention department guy Ariel told me to do. So nothing was resolved and I’ve been waiting for a half hour for a supervisor and this guy Daniel to call me back when he said they will call back in 10 minutes!! SO ANGRY!!! I should’ve never switched the box out, this is all because the bill is so high and my husband says it needs to be lower so we thought by doing this it would help the situation. Now I had to miss work and sit here and wait for a phone call that still hasn’t come. I should be getting optimum TV service for free for the whole year at this point because of this...

I want to be clear that this post is regarding optimum customer service as a whole. It is not directed specifically at this location.

Optimum has provided the absolute WORST customer service imaginable. I have 1 gig internet service that has never been higher than 150 MBs on any device in my house. I have had service technicians to my house 9 times with no permanent resolution.

Hassan was a representative that I interacted with today at 8:30am from the Advanced Technical Support Team. He was rude and did nothing to resolve a long standing issue other than say this was “policy”. The most disturbing aspect was that he absolutely refused to transfer me to a supervisor. When it became apparent that he would not help in any way I asked for an employee number or some other identifier such as a last initial. He insisted that he was “doing his job perfectly” and there was no need for him to supply any other information.

This typifies the incompetence, arrogance and complete lack of respect that optimum has for their customers.

Through the course of this multiyear ordeal I have been forced to file multiple FCC complaints. The executive customer service rep assigned to me by Optimum, James Ford, has been completely unresponsive and unable to resolve these issues. When I emailed him 3 days ago to let him know that my service has been completely out for 12 hours, he never responded. When I called him to find out why there was no response his answer was “ I didn’t see it.” THIS IS THEIR ELITE CUSTOMER SERVICE REP.

They have offered $9.50 cents in compensation for days worth of a complete lack of service, over 2 years of spotty service, and the more than 40 hours of work time that I have missed because of their technicians being unable to resolve these issues necessitating multiple appointments to my house.

I am asking any who read this to please file complaints directly with the FCC. It is the only way to even remotely shame them into trying to improve. It is a simple online form that takes less than 5 minutes to fill out.

If you have ANY other option for home internet service please take it. Optimum is...