Optimum — Local services in Town of Warwick

Long and detailed review incoming: I can agree with many of the other 1-star reviews. Optimum has THE WORST customer service I have ever experienced with any company, not just Internet providers. My partner and I typically get met with the run around. Just this weekend, we have had no wifi since Thursday night (and continue to have none). We were given one time frame (8AM-11AM) for Saturday morning. The technician (who actually showed up) that came was unable and unequipped to fix our problem so they needed to put in a special request. Then, we were told that someone else would come later between 11AM-2PM. No problem. BUT When my partner would call, they would say someone was coming now from 2-5PM. No one ever did. Sunday morning, partner calls and is informed that the special request was completed and someone came to the house. This is entirely UNTRUE, so we get put in for 2PM-5PM on Sunday. Of course, no one comes again but we’re at least surprised to a get call this time saying they’d come Monday from 8AM-11AM. This morning (Monday), no one shows. Partner calls and we are told that someone will be here around 12-2PM. Partner tries to confirm that the technician coming to us knows it’s a special request—that they need a bucket lift, not just a regular ladder since that was part of the problem to access our wires. One person tells him “yes” they are aware of the situation. 2:30PM: partner calls Optimum for an update. Told someone’s on the way in 30 minutes. This person is evasive of the question about the tech having the proper equipment to resolve our issue. 3PM, no one. 4:45PM: technician shows up with only a ladder on their vehicle, and therefore unable to do the work. Technician doesn’t speak English so there is a language barrier. Partner talks to tech’s supervisor about the situation. My partner is essentially advocating not only for the proper and necessary equipment but also this dude’s safety. Supervisor/manager tells him “Oh these guys are good, they know what they’re doing.” Sir, this is just dangerous let alone impossible for your tech to do the job that’s needed. Tech is told to take photos of the house and setup to be prepared for next tech who comes. No photos seemed to be taken. We are put in for “tomorrow morning” yet again. My partner and I BOTH work from home. I have already run out of my hotspot allowance from Friday and today alone and doing the work from my phone is not sustainable. My husband’s work setup is even more involved than mine. We are also told that because it’s a special request and no work is required to do inside the house, that they “don’t give confirmation” times for this type of work. I practically am begging the customer service staff to give us some sort of confirmation, indication, follow up because we don’t want another lie to happen where we are told “someone went to the house and completed the job”. Anyone want to take bets on if they come tomorrow/Tuesday - November 26, 2024 A.D.? Also, I don’t even want an “I’m sorry for your poor experience” line from Optimum in response to this. I would simply like a resolution.

EDIT/UPDATE: They certainly did not come 11/26/24. They told us that the special request was never put in, and therefore, we had to wait until 12/1/24. That is today. The initial time frame was 8-11AM. Now moved to 11AM-2PM. We have not been given another update and the time is currently 2:18PM. It gets dark around 4:30PM. We have gone over a week without wifi at this point. Fingers crossed they’ll show up with proper equipment today, but I’m not...

If I could give negative stars I would!!! I picked up 2 boxes and ordered the ability to record along with other choices. When I got home neither box was able to record or rewind. I called customer service and they mailed me 2 USB plugs called "rewinders". Had to wait a week to receive them. Put them in but I was only about to rewind, still no ability to record. I then began my pursuit of trying to get this to work. Phone to the general service number and went through 4 reps before the last one gave me to a "tech" person. He couldn't figure it out either. I demanded to speak to someone in charge. They had to give me a "ticket" and a supervisor would call me. NO CALL came. I brought the boxes back to the store in Greenwood Lake, NY. They were very nice to me but couldn't help me with the problem so I discontinued all my service but I wanted my billing to reflect no charges back to the day I picked the equipment up since it NEVER worked properly. Now I got my regular bill and they charged me as if I still had the equipment and cable service. Back to calling the customer service phone. This time I had to wait 40 minutes to get the first person, then on to another person, and another. NONE of them could roll back my bill. At which point I demand to talk to a supervisor. She put in a ticket so a supervisor could call me back. Surprise NO ONE called me. I'm am now going to a different service for my Internet. Optimum simply doesn't care about their customers. This whole experience was a nightmare, my waste of time calling, being on hold, being shuttled to different people over and over again and even their "tech" person couldn't figure out the problem!!!! Never again! Stay away from Optimum. Now I'm having to fight to get that charge of $251.65 removed...

So it seems like a lot of people have the same issue. I'm having, I returned my equipment back in December. They told me to call a number to cancel. Since apparently, you're not allowed to cancel in person at the office in greenwood lake. I was unable to cancel on the phone because the new billing cycle started .so they charged me to the end of the cycle. so I paid for the full billing cycle to cancel and then they still didn't cancel me. Then I was late on payment because I told him. I don't owe you anything. this is still going on to this day, I just paid them again, In order to not have an overdue balance to cancel.And I have been unable to cancel all day, three different people on the phone.dropped calls on their part. Left my phone on speaker the last time hoping they'd connect and theyhung up after 12 m utes. In summary, optimum is still charging me for internet service. Despite the fact that I dropped all of my equipment off with them in december, and they continue to send me bills and late notices. After paying the bill in order to cancel! they put you in the loop with someone in their customer retention department and then you get dropped calls and no call backs. It seems obvious to me since so many people are having the same problem. This is by design on optimum's part. Does anyone know how to start a class action lawsuit?

Update: literally the second I sent this review ,optimum. Sent me a text offering me financial assistance on helping pay my past due account, which I paid...