Optimum — Local services in Town of Islip

I feel like Optimum is scamming me and is avoiding transparency. I was transferred from retention to mobile to landline help with no answers, and billing hung up on me before I could speak to anyone. I was waiting for over an hour again to speak to someone else and no one answered so I hung up.

Recently I had been experiencing internet issues that resulted in loss of my landline, advanced TV functions and internet. I spent HOURS with tech support that did not help (aside from one person), and was eventually sent a gateway to replace the modem. No one told me it was a router combined with a modem, which I researched myself, so I still had no service. I even spent more money on a new router for nothing! A supervisor assured me "you're not going anywhere" when I thought to leave Optimum. He sent a tech the same day (excellent worker) who fixed bad wiring and essentially shook his head at my story of dealing with tech support.

I asked Optimum numerous times to comp me for service lapses, and they did not accommodate me, said there are no active discounts they could apply. I called retention on March 20 to cancel, spent an hour on the phone, and that is when John promised me I could keep all I have and get a rate lock at 200 a month for two years, even keep my landline. He said I do not even have to use the cell phone they would give me or even just give back the cell at any time and I could still keep the rate.

Optimum Mobile wants me to transfer my landline number to the cell (not what I was told), so the phone is still in the box, unopened in a drawer. I was auto charged for mobile (I was not told I would be auto charged), and I see my Optimum bill is super high! They even wanted to send a tech out that I did not authorize and no one told me why. It was worrisome but I did get to cancel that.

*UPDATE: Optimum left me a response to this review to email them for help. I emailed BrandReviews@optimum.com 5 times (supposedly case sensitive email address) and had gotten a phone call from another representative. I was offered a similar rate (albeit higher than the 200 quote) and was told I could keep all services but also told he could not add in mobile and that would require a separate call to return the phone. I did not receive email confirmation of any account changes, and the next day, I noticed one of my services was missing.

I went down to the Hauppauge office and spoke to a representative named Billy. He saw the account changes that were made, confirmed my new rate, and got my other service that was deleted restored. He also told me he could not take back the cell phone since it was shipped to me. He asked me if it had been 60 days since I got it, and it's been less than that. He wrote down on paper for me that mobile offers a 30 day guarantee, and even gave me a box to send back the phone.

I then spent TWO HOURS on the phone with Mobile. I was told it was past a 21 day window for returns, so they would not print a shipping label for me to send it back. They do not want to take it back at all. They told me it was a free phone, but then said Optimum paid for it, and if I wanted to cancel mobile, they would charge me around 200 for the cell phone and 50 for a restocking fee! They told me things like I could create a new landline number and transfer my old one and still use the cell. They told me I could give the phone to someone who could then pay me for the service. Push came to shove, and I finally got someone in escalation/retention who was able to give me credits and discounts to make the mobile service free and to eventually bring the cell phone balance down to zero, but I have to call back in another couple of months. Now I have mobile bundled in which I did not want and have to monitor for account issues. I can only hope that they will hold up their end of the bargains we've made.

I do not trust that Optimum sincerely cares about my dissatisfaction with the horrendous customer service (aside from a handful of reps) and the fact that I was lied to so they could steal my money. I am still very...

If I could give this company a zero star rating, I would. Originally, some time in November of 2020 Optimum sent worker to my home (after MONTHS of poor service/no service issues with my boxes and constantly calling Tech Support to trouble shoot my boxes.) I was told the service would be free secondary to an equipment issue. Well boy was I wrong. They came to my house, horrifically rewired everything where the cord is hanging in front of my garage door but that's bedsides the point. Next month, magically I received not only a bill, but a late charge fine for not paying an outstanding balance on the account (one of which I should never had had in the first place) Calling this company is a nightmare! You won't get an agent unless you refuse to give any of your identifying credentials. The first time calling about this issue I was told they would email a manager (December 16th) and they would call me back because they are unable to remove past due balances. Never happened. I called again and was told they never called, didn't see a complaint even put in the system but unfortunately yet again, there was no management to speak with. They also told me they were putting out an email so the manager could REVIEW THE RECORDING (as if im lying) and see that I was in fact not informed about the service fee. Needless to say, never received a call. When I spoke to some the next time (it was a Friday) I was told it was taken care of Tuesday, there was no outstanding balance. I had him repeat it 3 times so their recording caught it crystal clear. Also I offered to pay my monthly fee over the phone so everything could be cleared up. I was told everything had to go through the automated system and they couldn't take payment over the phone. (Billing.... cant take payment... nor correct a billing issue?) It has now been months, each time I call, I get the same run around! Once again, the balance is still there . I call, they tell me they'll call me back. This time I got, " they called the wrong number" (as if you don't have my telephone number on my account.) At least they didn't lie and told me, supervisors are here but it is companies policy not to have them get on the phone and to schedule call back appointments (That never happen) At this point, I want nothing to do with this company. My neighbors all agree and talk about on the Ring App constantly how horrific this company is to deal with. Customer Service is non-existent and their service is mediocre. Verizon Fios,...

I was suppose to have my internet installed today, I had a window time between 11am and 2pm. The technician calls me before 11am saying that he is there already, I told him I was on my way and emphasized that I was told that a technician was not suppose to be at the house till 11am. I showed up to my house at 11:06am. The technician was already upset that he was waiting, which wasn’t my fault. He said he can’t do the installation because there is no coax cable but I had my electrician at the house the day before to make sure we were set for cable company. I quickly call my electrician and find the coax cable within 5 minutes and the technician told me unfortunately he has to go because he has other appointments. I checked the time, and it was 11:13am. I asked him why is he leaving so abruptly without installing anything. He told me his dispatcher is already calling him for another job and to make another appointment. I work from home currently, and need WiFi in order to get work done. So I was very upset and quickly dialed to optimum customer service. As I was on the phone, standing on my driveway, the technician, gets into his truck, and since my car is behind his (because I came after him) pulls inches away from my feet that he almost hits me and my car behind him. I started to take pictures of his license plate and that got him mad. So he takes out his phone and starts recording me, saying that I blocked him in and he asked me multiple times to move my car, which was not true at all. He never asked me to move my car, it seemed like he wanted to scare me off. I asked him for his name, he said it’s John Brown. At that moment, I got into my car and moved my car from behind his truck. He left my house by 11:19am. I reported the incident to optimum customer service, the person was very nice and apologetic and said they will report the technician and send another technician today. By 3pm no one called me and no technician showed up. So at 3:33 I called again and spoke to another customer representative, she assured me that someone will at least call me back today to schedule an installation. No one ever called me back. Horrible...