Optimum — Local services in Town of Oyster Bay

Horrible bait and switch. I signed up for fiber and was told I have a fixed price for one year. After 2 months, the “promotion” was halved and therefore my bill went up. I could not care less about the extra $15 bucks a month but out of principle, I called and said that it is wrong and not fair. I asked for my original offer to be honored and I was rudely told that I am still getting a promotion and that is the best they can offer. I told them that if I do not get what I was offered (and by the way I had the transcript since I signed up over chat) I would proceed to switch to FIOS and cancel next week. They said there is nothing they can do and that they were sorry.

I called fios and within 4 days I had fios installed. That same day I called to cancel my service and I was on a call for over two hours. The rep on the call simply refused to cancel my account and kept reading offers and discounts to me. At one point she basically said that I am not realistic and that they are giving me such a good price that I cannot just cancel.

The offers were good. It went all the way to where they would let me have my 1Gb service FREE for three months and then have it for only $40 per month for a year. I didn’t care anymore as I am sure you know going through the trouble to install a new service is a point of no return. After arguing with the lady on the phone for more than 45 minutes she proceeded to put me on hold to get the “higher department” to finalize my account closure. That process took another 30 minutes. After finally being transferred to the “higher department” I had to listen to the same sales pitch of discounts and reasons not to cancel only this time was from a rep on the States side.

Long story short, their customer support is outsourced overseas. Those people do nothing but to read from a script. They even have the nerve to ask you if they were able to assist you with all you called about after waiting 2 hours of your time. The staff is uneducated, un-respectful, and quite impertinent. At one point she actually said “how much are you paying with the other company? You know this is half the price and you shouldn’t switch”.

I now can’t stand the company (Optimum), the time they made me waste, and most importantly how they treated me!

It was a waste of my time to install and uninstall the Optimum service simply because they LIED to me and then tried to play guilt trips on me.

Oh yeah, also they don’t pro-rate your service so if you cancel your service mid billing cycle, you still pay for the full month since that is a simple way for them to punish you for leaving. As a service provider, they are the only ones I ever encountered to charge for a service not rendered…

To Optimum Staff… Please don’t respond to this review with your generic crap response that you are sorry and I should contact you via that that email address. It’s. Publicity stunt. If you cared about your customers, when I called to question my bill, the simple matter would have been resolved by honoring what I was originally offered and promised. I asked for the $15 per month credit as originally agreed upon and your staff said no. When I went to cancel you were willing to give me $45 per month in credits and even 3 months of free service.

There is a cost for customer acquisition and you cannot FORCE a customer to stay with you. I don’t think Optimum recouped the expenses of running fiber from the pole into my house from 3 months of service. I will never come back and I hope all the customers you mistreat move on at once. I also hope customers that think about giving you a shot take this experience into consideration. This is simply bad business.

Your free service and discounts cannot make up for your mistreating and disrespecting me and I would rather pay $5 more a month with your competition who treats me...

I am writing this letter out of sheer frustration and disappointment with the way I have been treated by Optimum. What began as a hopeful conversation about receiving a small financial break has turned into a stressful, disheartening ordeal that reflects a complete lack of professionalism and customer care. On Friday, May 23, 2025, at 4:03 PM, I spoke with a customer service representative regarding a payment I had made. During that call, I was offered a discount on my upcoming bill. Given the financial hardship I am currently facing, I was truly relieved and grateful—believing, for a moment, that Optimum valued me as a customer.

That relief was short-lived. Later that same evening, around 8:15 PM, I attempted to watch TV using my DVR, only to find the service had been disconnected without warning. I immediately called back, only to be told by a representative that it was too late in the evening to resolve the issue. She scheduled a callback for the following morning, Saturday, May 24, at 9:30 AM.

Trying to be proactive, I called Optimum myself at 9:13 AM and spoke to another representative. While still on the line, I received the scheduled callback at 9:26 AM. I was then told that the only option was to restore my original service—but at the original price, with no discount. In other words, there was no deal, and no acknowledgment of the previous promise. I asked to speak to a supervisor.

At 12:06 PM that same day, I received a call from a so-called supervisor who was in the process of restoring my DVR service—again, at the full price. While on hold with this supervisor, I received another call from a different supervisor, also discussing my account. This back-and-forth between representatives who seemed completely out of sync with one another only added to the chaos and confusion.

In the end, my service was restored, but the final bill was only a few dollars less than the original—not the discount I was led to believe I would receive. The entire experience was not only unprofessional but incredibly stressful and time-consuming.

I am sharing this publicly so that others are aware of the kind of customer service they may receive when dealing with Optimum. My time was wasted, my trust was damaged, and I was left feeling like just another number in a system that clearly does not prioritize customer...

We are so disappointed with our Optimum service. We have been loyal clients of Optimum for 7 years. This past month we requested the new high speed service optimum offers. The Optimum service guy (Brian) installed our service last weekend. Our service has been perfect for the past week. Then this morning our server was off. We noticed that the cable guys were at our neighbors home this morning at 10am Aug 13th in west bury NY. So we called our neighbor and she said the Optimum service guy has connected her service. She also said that BRIAN was the person that connected her service. We told her of our situation and she said that BRIAN will be over for our concerns. BRIAN came over and realized that he made a mistake and cut our FIBER (or something like that) . Brian stated that it was his mistake. Then we requested that he should fix it. So, he called his supervisor while we called the Optimum rep in a 4 way convo to get everything handled. At the end of the convo his supervisor and BRIAN said that he will be back in 3 hours to take care of the situation because he had other appointments to fill at the moment. He also said that he could fix the problem within 15 minutes. We agreed to that. Brian left and we trusted that he would come back.

Over three hours had passed and No Brian, no call back, and no concern of our situation from his supervisor. Then we got a text with an order stating that someone (not Brian) will see us tomorrow about the situation. Of course we were upset and called Optimum costumer service. They had us on the phone for hours telling us that we will be out of cable and wireless service today until tomorrow till the service person comes over. Then the Optimum rep said we will be out of Optimum service for a week (cable and wireless) until the 20th! This is ridiculous and unacceptable! We called BRIAN again (now its about 5pm on Aug 13th) and now he tells us that it's not his mistake but its Optimum's. This is a totally different story of what he told us this morning! We are really disappointed with this optimum service and how we were treated as loyal clients. Now from the results of it, we won't have cable or wireless service for 7 days! We work at home online! we are losing money and missing deadlines over this situation! this is highly...