Optimum Reviews 1.810

My most recent interactions I called got hung up on multiple times, was transferred and had to restart multiple times and to beat it all after finally thinking my address got updated and my username corrected as they input it incorrectly last time I called, well neither was ever corrected so today I contacted the chat on the app told her the problem and she stated I had to call and before doing so was trying to reset my password when I never requested it. Then she had the audacity to say she was going to disconnect the chat because of abusive language because I stated that changing from Suddenlink to Optimum has not helped their customer service. Again no assistance but to tell me I have to call a number where I have never been helped since I have been with this company even after the name change. I am disappointed that they call it customer service. I am a customer service agent for the State and yes we actually assist people. If you are paying these individuals as employees at least make sure they do their jobs. Look at the reviews, that alone should get the wheels moving to correct a bad situation and possibly allow your customers to feel like they were assisted. small things can do a lot but I would start with a better way of monitoring my agents and accountability. Otherwise the company will just change its name again to trick people into thinking things will get better

We have had Optimum service since it first became available on Long Island. It has generally functioned okay, but any dealings with customer service or tech service has been an absolute nightmare. Our most recent experience was especially challenging. We have moved to a different state and needed to cancel our service and return the equipment. I went to the Port Jeff Station location and they refused to accept the equipment back unless I called the Optimum number first. Four other people were in the same predicament that I was. They had in stand in the lobby and call the phone number. The person on the end of the line refused to cancel the service because it had my spouse as the primary person on the account. She kept asking for him to be put on the phone or call them himself even though I explained he was currently on an airplane. I asked to speak to a supervisor and they said there were none. After 30 min, I gave up. The Port Jeff location still refused to allow me to give them the router and cable box. (There was no supervisor there either and they said that person only works on Thursdays.) As a result, I had to bring the router and cable box to the state where I now live, spent another 30 min on the phone, and now I have to ship it back to NY. The customer service rep obviously had a script to follow because he kept offering special deals to keep my service no matter how many times I said I had moved and want nothing more to do with optimum. He was planning to send me the packing slip information to the optimum.net email address even though I would no longer have access to it! Once he finally processed the cancellation, he offered a special offer for mobile phone service. When the call finally reached it's end, I had to officially say that I wanted the service cancelled. Then he told me it would stop at the end of the billing period, so Optimum is charging me for 2 weeks of service that I'm not using -- a final way of overcharging and scamming customers.

They like to waste your time with their representatives.

This company lures you in with a good price and no contracts but if you have a problem you are at thier mercy. My modem would stop working anywhere from every 5 mins to 30 mins. I contacted the tech department and they sent me another modem. After several failed attempts of self set up I contacted the tech department again. They told a service tech would have to come on site to fix this issue and the soonest they could be out was 11 days from then. I then received a text msg asking if the issue was fixed. If not to respond with AGENT and I would get a call. The agent seemed to be having a problem with line cutting in and out, and hung up on me. This happened twice. Two days later I received an email to rate my experience. The next day I got a phone call from Optimum who told me I could go to a store 1/2 hour away to get another modem, and option that was never mentioned before. When at the store the representative told me in an apologetic tone that the company values new customer hook ups more then customers with issues and he himself could not get a field tech to his house for 2 weeks. This did not make me feel better. I was actually wondering why I was continuing to do business with this company. They just want to give their customers homework assignments to fix the companys issues. Their idea of customer service is to pass you off to someone else or see if they can ignore you and maybe you will go away. I finally got the problem with their faulty equipment that they gave me not two months earlier, with great effort on my part.

Optimum is a HORRIBLE I had no tv internet for part of April 15th and part of April 16th. I called them but it was very hard to get thru to them. When I finally got thru which was a number of times none of them knew what they were doing.Finally after hours of getting aggravated I finally got a woman who knew what she was doing and all was working fine after that till the next time. This happens every once in awhile. They know how to charge u the money but the service SUCKS.

I switched to Optimum Mobile in March 2026 and purchased an iPhone 16 and a Galaxy A26 on 36-month installment plans. Since day one, my iPhone has been unable to receive group text messages — MMS and RCS group chats simply do not deliver. Individual texts work fine, but any group thread is a black hole.

I have contacted Optimum support more than six times about this. I reset network settings, changed APN configurations per their instructions, deregistered from Google RCS on my old Android, and confirmed iMessage setup. Nothing worked. A manager I spoke to informed me that messaging is actually a feature of a phone and not necessarily their responsibility (despite group messaging being a basic function of any mobile service).

I'm now locked into over $1,000 in device payments with no ability to switch carriers — the return window has passed and their unlock policy requires 60 days of active service plus full device payoff. So I'm paying monthly for a service that doesn't deliver basic functionality, and Optimum has no interest in fixing it.

I'm missing family group chats and work group messages daily. If you're considering Optimum Mobile, know that their support will not help you if something fundamental doesn't work. I would not recommend this carrier to anyone.

If I did need to give it one star I would give it none. The Customer Service sucks and when I got a supposed Supervisor he was no help what so ever. They do not care about the customer just profit. I was with them for 16 years!! Their prices keep going up and using the service they continue to buffer when watching a program. That is why I left. I called last year to disconnect my service and the representive keep offering me insentives to stay which where not that great. I told him no I want to disconnect I have another provider. He said okay we will keep your account open for 6 months in case you want to come back that was July 2025. I just got a bill say I owe 165.00 for Feb and March but did not get notice they where going to start billing. I did not use the service I have service. I am not paying for service I did not use!! I requested that they write off or waive the balance as I did not use the service. He say it is legit and he refused to waived or write off the balance as a courtsey. That is what I get for 16 years of service. I work in customer service and collections and I as courtsey would have done just that. They won't be around long with representive like that. If I did not like my current service I would not even think about going back to Optium!!They are horrible and rude insensentive robots.

The customer service actually is clueless. I tried to put my account on seasonal hold which was supposed to be very simple and straight forward only for them to screw the whole thing up then tell me I couldnt do it when I actually needed it. 4 chat conversations and 1 long phone call later and I would rather just pay the stupid bill than work with their customer service. The internet is quite honestly great but the helpdesk is worthless.

Worst company terrible product and service but they have monopoly on Long Island. They should be shut down

I will never return to Optimum as a customer. Everything is geared towards profit and little towards customer service. After having dealt with the local Optimum store, off-shore customer service and Optimum's "Executive Customer Relations" it is clear this mentality is woven throughout the entire organization. I have experienced random increases in cost, misleading bills which change terminology from "Speed Credit" to "Internet Credit", adding a monthly charge for the router where there was no such thing prior to that, increasing my service from 300 Mbps to 500 Mbps without my request to do so, then charging a higher rate after the "introductory period" was over, as well as flat-out lies. And if you cancel service just one day into a billing cycle? No prorating, you'll get billed as if you received service for that entire month. Oh, they'll offer to credit your account if you will agree to restart service, but if you don't, you'll get charged.

Good luck trying to cancel TV service with them. They just hang up once they realize you're done with them and continue billing. I don't even live at the address that I'm being billed for anymore .They give me a different answer every time I call.

horrible service took 2 days and hours on the phone trying to cancel cable and phone but keep internet. it was a scheme like trying to quit a GYM...they should have done this last week but they threw me out 24/7 support chat that ended at 9pm while the Rep seamus TRIED UPSELLING ME TO OPTIMUM MOBILE.. was very fun 3 weeks after my MOM'S DEATH. this shouldn't take over 2 F'IN HOURS.

I’m extremely frustrated with my experience. I have made multiple payments on my account based on what representatives told me was required to restore my service, yet my service is still not reinstated.

Each time I speak with someone, I get a different answer. There has been no clear explanation of the exact amount needed, and no accountability for the misinformation I’ve been given. I’ve essentially been asked to keep making payments without any guarantee that my service will actually be restored.

At this point, it feels like I’m being misled into paying without resolution. If your account is in a “manual disconnect” status, be very careful—because payments alone may not restore your service, and this is not clearly communicated.

I would strongly advise others to get everything in writing before making any payments. Ask for the exact amount required for same-day restoration and a reference number for every interaction.

This situation has caused unnecessary stress during an already difficult time. I am still waiting for a clear, honest resolution.

After being a optimum internet customer that always paid my bill on time and endured 5 years of poor service before finally getting fed up and canceling service after extreme pressure from the retention department, optimum decided to place a errorous charge of $192.00 for a mobile phone i never received or agreed to. Five years ago optimum reps tried unsuccessfully to sell me a bundle including a free phone which I never agreed to. Keep in mind, this was five years ago. I had no idea this still existed, I never received a bill or account or phone from optimum. Now,this charge has dragged down my excellent credit score. Shame on Optimum for seemingly trying to punish me for canceling by creating a fraudulent charge from five years ago to strong arm me into paying a collection agency $192.00 that I don't owe. I know optimum is struggling to keep customers due to poor service and incompetent workers but to stoop to this level is a new low even for optimum. I have filed a formal complaint with FCC to resolve this issue and have this charge completely and permanently removed.
Please stay away from optimum they don't know the meaning of integrity and honesty. How sad. Shame on optimum, I hope they go under. Horrible organization.

Very unreliable internet. I have very important call to take and within the first minute boom the internet goes down. It happens every day but it was particularly frustrating to happen during something important. I cancelled the service the next day, they do not have prorated options like the rest of the world. Lastly, their inefficiency to address an issue. I had requested to bring down the internet service, they said I need to return the equipment at their store which I did but few months later they came back saying I didn't return the equipment and there is due with penalties. I raised a compliant in February and still there is no response except the messages where I am threatened that it will be sent to collections. I am making my preparation to raise a compliant in consumer court. Luckily I have all the conversations screenshot and the receipt of returned equipment.

The worst custom service ever!!! I tried working with them for over a year, it just got worst and worst. I've been trying to cancel my service for over a month, with no end in site. They do not care about the customers. I wish we could get neg star reviews, i would give them -5 stars.

The absolute WORST! We have been long-time customers on the cable/internet side of the house. When we told the cellular customer service “manager” that the rising cost of the cell service was going to lead us to drop all Optimum services, he replied with “That’s cool…here’s how much you’ll owe us for the phone.” The internet side of the business has amazing customer service. Optimum, you’re being negatively impacted by the so-called customer service of the cellular business. If you’re going to continue common branding, you need to get your cellular house in order!

I recently visited the Optimum store in East Hanover to replace my modem, and the experience was poor from start to finish. The salesperson was unfriendly and left me standing for 10 minutes while they struggled with their system—not once offering a seat.

I requested a new modem, but the associate also handed me a range extender without explaining it was an additional, paid service. I assumed this was a courtesy for a long-term customer, only to find a $10 monthly fee and a $5 one-time charge on my account later. This is a deceptive sales practice.

To make matters worse, the "new" modem had zero indicator lights working once I got it home. It clearly wasn't new or even properly refurbished; it felt like a direct return from another customer that was never inspected. It’s a hygiene and quality risk—you have no idea where this equipment has been. Check your account and your hardware carefully before leaving this store.

If there was a zero I would have give them that. I have been a customer of Optimum for 4 years. I am moving to SC and called to cancel my service. There is no way to cancel online and you have to call. I got a representative who insisted I give her my new address. She said it was required. I said I would not. Then she proceeded to tell me they require it and I said I just want to cancel. She kept at it and I told her I was losing my patience and I just want to cancel at the end of the billing period. She hung up! I called back and found out that she canceled the service at the end of the period. Rude and wasted my time.

We were told by the representative on March 10th to pay $132.04. Now being told that was incorrect and now we have to pay late fees. The representative today can’t see the text I was sent so I am posting here. As a service manager, I stand behind what my employees write, whether that be text, chat or email. Optimum should do the same instead of the standard “lip service” response you get here.