Optimum Reviews 

I have been an Optimum customer for approximately fifteen years, and this recent experience has been one of the most frustrating in all that time. I originally called in because my internet speeds were consistently underperforming. During that call, we ran a speed test that confirmed the problem, and the agent then offered me an upgrade to one gig service. After the upgrade was installed, the issue was never actually retested or resolved.

I was then transferred to another representative to discuss pricing, since I was not willing to pay full price for one gig service when the underlying speed issue had not been fixed. Instead of addressing my speed concerns, that representative focused entirely on the pricing conversation and became dismissive and rude when I tried to bring the technical issue back up. When I asked to speak with a supervisor, he ignored the request the first time, and only transferred me after I mentioned involving the attorney general's office.

The supervisor I was then connected with, over chat, was similarly unprofessional in tone. I have screenshots of the chat conversations with the representatives documenting the tone and content of those exchanges, in addition to screenshots of my speed test results. Throughout this entire process, it felt like the company was more interested in upselling me to a higher tier plan than fixing the actual problem I called about.

As of now, I am paying for one gig service but regularly getting only four to five hundred megabits down, and my upload speeds will not exceed five megabytes per second. A technician is scheduled to come out, but if this is not resolved, I will be filing a formal complaint. It is worth noting that Optimum's parent company, Altice, already settled with the West Virginia attorney general for over one hundred nineteen million dollars over this exact pattern of poor service quality in the state. For a location this close to Charleston, West Virginia, service this unreliable is unacceptable.

Unreliable internet, terrible customer service.

Optimum knew that fraudulent charges had been applied to my account after I canceled services and returned the equipment, but it still sent my account into collections.

Optimum added an HBO Max Subscription for free to our account and never notified us of this. The subscription later came off of the free offer and we were charged 4 months at $16.99 and then 7 months at $18.49. A total of $197.39 before any taxes or fees on top. Our account was on autopay so we missed these charges. After canceling I noticed 2 charges come through and it was for the HBO service. Obviously that should have been canceled with the service and was not. The rep I spoke to on 8/14 named Zy was working on the issue and was requesting reimbursement for this unapproved add on and also noted he could see that they never sent an email notifying us that we would be charged. I followed up again today as I had not received a response and they deny responsibility and will not reimburse the unapproved charges.

If I could leave a -1 star I would. Where do I even start. Customer service is absolutely terrible complete lack of urgency to resolve any problems with service. Our service has been going in and out for the past 3 weeks just for them to keep saying “one more day to see if rebooting helps” never helps finally got a technician out today just to be told “your tap outside is the problem so it’ll take 5 days until they come out and fix it” great so what another week now. A whole month no proper working WiFi and I’m expected to pay the bill. We’re only stuck with this shitty ass company because it’s the only one that service the area. Can’t wait to move to get out of this trash WiFi company. It’s like it’s ran by a bunch of drop outs who can’t read. They put more effort into their advertising than the actual service and experience with them itself. Better off using hotspot on your phone.

I found customer service for optimum to be misleading and untruthful. Last week spoke with the retention department from um regarding lowering my bill. They promised to lower my bill and keep the same channels as I currently have. A few days later I lost half my channels. I contacted the retention department and they informed me in order to lower the bill they had to eliminate the channels. I informed customer service that’s not what I was promised. The retention department said there’s nothing that they can do. I would not recommend optimum for any service at all as they are misleading and untruthful.

Worst service and they always lie and don't cancel easily. They say mobile is within internet package which is not. Worst ever experience. Never ever think of going for Optimum.

Worst service. Always going out. Download speed has been 7mbps out of 900. Optimum is the worst provider. Terrible company, I don’t know why companies like this exist

Optimum stole 247.00 out of my bank account..they are the worst company I have ever dealt with and look at there reviews..they have a 1 star rating

Being charged more than double what new customers are for internet. Call to cancel and get told I can get the same deal as new customers... but you need a tech visit for a new router. Schedule the appointment for 2 weeks later. Tech lies and said no one was home - I was outside and have cameras on every inch of the house, no one even drove past.
Spoke with CS 4 times being told I was the next appointment, the tech was sent a message to give me an ETA, that I was the next appointment, that I was 2 appointments away, that the tech would be there...
Tech never showed.

last evening shortly after midnight went out for who knows why with no notification as to why? think maybe we were asleep? who knows why? no explanation - i run a business and work hours into the evening and morning - so I try to call today to find out what happened? For nearly a half hour i tried to talk to a human with no success- you talk about the worst customer service? somebody at corporate optimu
m address this stuff please

What kind of business are you running at optimum I went to return all of my cable boxes and modem to the location on executive Boulevard only to find out they were closed so I went to the one on Bronx River Road, which was supposed to be the state of the art building, but it’s not two representatives. I took my two cable boxes and mode them back and gave me a receipt and told me I had to call the 800 number the people hung up on me four times before I could even get a conversation going you can check all of the recordings and I finally got to speak to somebody. He wanted me to accept the terms which meant I would have to pay a bill that went from August 16 to September 15, which is insane. I don’t know what kind of business but I hate optimum their service is horrible. Their Internet their Wi-Fi is constantly down. I never got credit for it to add one channel. I had to pay an additional $50 more a month. Nobody at their customer service is willing to bend their policies and only prorate my service if we lived in Connecticut or New Jersey. I guess New York is a Third World country. I don’t know, but I would be very careful dealing with optimum because they are not reputable.

I am forced to give a star. This is why they get one star for me otherwise I would give them nothing. I moved out of the area to another area, they don’t provide services for., They told me to keep the router and then sent me to collections for not returning it when I arranged to return it they said if I could drop it off at the nearest optimum which was thousands of miles away since I live in a completely different state in a completely different part country I told him there was no optimum near me for thousands of miles. So they sent me a mailing label to FedEx it back.. I was on the phone with them when I returned it then they would not take the money out for the router and service fee, but they took my card number in case I didn’t return it to charge me $130 for the router and $20 service fee it was returned and I have proof it was returned three days later after it was returned and signed for they still took the money out of my account and when I called them, they said they would return the money to my account in 7 to 14 days. They did not do that when I called them back. They said oh my goodness we will escalate this. They refunded only $20. I called them again a week later and they said oh we sent you a card for the rest of the $130.00 they pull money out of your account when they say they’re not going to and then say they’re going to refund your account , then they mail you back a Visa card instead of refunding your bank account. This is the shadiest Internet service I’ve ever seen and they are very shady financially Do not trust them. I would not get them as a provider even if you have to pay more money for a different Internet provider I would do it. These people are a scam and they will rip you off at every corner. They lie, cheat and steal..

The absolute worst experience I've ever had with any cell service repeatedly made mistakes on my account charge me activation fees for two different lines and sent the wrong equipment and then refuse to refund my money for the activation fees totaling $100 told me I was getting a 2026 RZR and they sent me an outdated phone and refuse to refill my money and then when I told them to remove my credit card from their auto pay system they refused to remove my card and continue to build me and not refund my money I strongly suggest everybody stay far away from optimum mobile as possible and then they begged me to keep my account and offer me free service for almost a year if I was just keep my account open even though I didn't have any more equipment but still refuse to refund my money and they went on and on about how everything is refundable completely if I'm not satisfied with the service that is a complete lie

I dealt with the Optimum store located at 850 Hempstead Turnpike, Elmont, NY absolutely horrible. They charged me for a new phone. They weren’t able to resolve my phone number in one week. I’ve called so many times I tried returning it and they refusing to refund me.

HORRIBLE customer service. Internet is up and down several times a day. DON'T DO IT.

They have so many outages and such poor customer service. I’m paying more than a new customer and have been with them for 5 plus years. I’m constantly having internet issues and it is such an unreliable service

They are charging me for a phone line I did not purchase. I have no phone line with them only cable. They say "you have one but it has never been used". Well isn't that a red flag. It's never been used in today world where phones are needed. So obviously it's mistake and it should be removed from my account. However they have decided not to remove it. I am being charged for a phone line I never had and never used. AMAZING!

Worst decision ever I only called for a quote I never hooked up there equipment they trick you Hard Sell you and if they get a hold of your credit card it doesn't matter how many times you cancel they're going to charge your card I called and canceled 13 times they would not take "NO" for an answer they continue to charge me for service I never even hooked up. I ended up calling the bank and opening a case to stop the charges.

They are trained professional liars. I can just imagine the laughter and high fives that go on after they scam you.
It's a shame because the service is good. I'm finally going to switch.