I dont even want to give ONE star but I have no choice. SAVE YOURSELF DO NOT GET OPTIMUM CABLEVISION ALTICE YOU WILL REGRET IT!!!!! WORST customer service I've EVER dealt with bill increases every three months service is lost more than it should be internet is slow for the price just overall terrible company. You won't be able to talk to anyone either the department of labor was easier to contact AND NICER. This company is full of empty promises and LIES!!!! And i have gotten hung up on twice!!
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The worst customer service! I would give them a zero! I cancelled my service in July 2017. While speaking to the representative, they informed me I simply had to return the equipment and it would be my "prerogative" if I wanted to pay the balance. I even questioned him twice to make sure I understood him correctly. I returned my equipment the next day. A few weeks later, I get a call from optimum stating I owe a balance. After speaking to two supervisors (who listened to the recorded conversation) and one representative, all admit in an indirect way that I was misinformed by the optimum representative. 8 months later, I get a call from a collections department looking for a payment. As someone who has worked in customer service for 20 years, I am shocked this company wouldn't apologize to me, admit their was a mistake made on their end, and honor a zero balance.
Getting service seems to be impossible. After literally a week of playing phone tag with customer service (!), I finally reached someone who told me I had to go to an in-person store to get the support I needed.
I have tried calling this store - the closest, being an hour away from me - and all I get is the same number that provided me with a weeklong frustrating non-responsive loop to begin with. I am looking into other options ASAP because this is SUB-OPTIMAL.
for the past 2 weeks, myself and my neighbors have been losing tv EVERY afternoon. Multiple service calls have been made to our area and were told it's fixed...WELL ITS NOT, then when you try to call you sit on a continuous loop with the computer trying to reset your box. Im done and am switching to Verizon Fios
Possibly the worse internet provider. Zero customer service their automated like will just simply tell you no service in your area then hang up. I content my have breaks in service 6+ times a day and no resolution to this. If you have the option for literally any other provider, take it. I would give a zero if I could. I should not have over 6 service interruptions a day when I am trying to work from home.
Had issues with channels that I was not receiving. Returned the cable box THREE times within the past 6 months. Still not working correctly, so they suggest a service tech comes out to see what going on. They tell me there "MAY" be an $80 service charge "IF THE PROBLEM IS ON THE HOMEOWNER'S END" Fine - I understand. The service tech shows up on a Sunday and finds the problem is an old cable and he changes it. Great. Everything works now. ***Here's the problem:*** The tech tells my husband and I, and I quote "SINCE I DON'T KNOW IF THIS IS A CABLE WE (as in THEY, THEM, CABLEVISION, OPTIMUM lalalala), INSTALLED OR YOU INSTALLED YEARS AGO, I'M NOT GOING TO CHARGE YOU FOR THE CALL" Fast forward to our bill arriving yesterday. And VIOLA! Yesiree! There is the $80 service fee on there! SO I call and explain to no avail. Even spoke to the supervisor. He keeps saying if the tech has to change a wire, that's considered a service charge. I keep telling him what the tech said and I said call the tech yourself! I WILL NOT pay the fee for something I was told by the repair guy. I received no receipt, nothing. The supervisor says they cannot be held responsible for what the tech says. REALLY?? The crappy supervisor would not budge on refunding a mere $80 to a long, long, long time customer. I told him it's not MY fault - you take it up within your company and the technician! So angry right now, we are so ready to cancel and move on...
The customer service is non existent, tried getting a person on the phone for a simple billing question, waiting time, 45 minutes. But no worries, we will call you back! Waited over 2 hours, nothing.. So decided to just cut cable, will drive to the Wappingers office, return my boxes and remotes, and give it up. I'm only one customer, and clearly Optimum is not losing any sleep over my decision, but at least i'm feeling better. Good riddance.
THEY ARE TERRIBLE!!!! Worse customer service and worse service in general! Its a whole scam because they stole my money! I wish I didn't have to put 1 star because they don't deserve any!!
This company is so bad. Asked then to set up another rotor in my home. They told me they couldn't do that only could put one in if I got a phone. They also promise you a $50 gift card when signing up. They give you excuse to why they won't be sending you one. There app isn't very good either very difficult. Never seen anything like this company. If I could give them 0 stars I would.
This company is completely horrible. I am a new customer. I ve had 2 techs at my apartment 2x this week to run a new wire. It seems like they do not want to do their job. Customer service was horrible. I wanted a tech back yesterday to install the new wire. They were doing to charge me an 80$ fee for something I don t even have. What? Why do I have to pay when I do even have cable or WiFi hooked up. Went to Wappingers office. They were pretty ok. Overall, I would give this a 0 just like most people that have reviewed. If you can AVOID this company! Please do, unless you have no other option.
Every problem I have called there with has somehow been my fault. Wether it was the equipment they provided me with. Or that I have a dead zone in my very compact town house that they just can t do anything about. And the internet just stops to the whole house and has to reset a few times a day, that they have no answer at all for. Worst company I deal with
Just give me my money! Cancelled service and was due balance refund. They paid this with a wire card. Usage of this card is limited. It didn't work at a local restaurant. Annoying, time consuming directions on the back of the card to opt. out and get your money back. Its clear to me Optimum / Altice is playing some sort of game here. Its like a rebate which makes you jump through hoops to get your money back. Its our money - just mail a check.
Worst service ever. While the internet disconnects 5-10 times a day they refuse to fix anything but charge you for everything. Sadly they're the only provider for Hyde Park so I can't get away from them
Liars, thieves, incompetants and rude - any other service company would be NO more. Why are they still around ?
I gave a salesman that came to my door a $50 deposit. He gave me a receipt. He also told me I'd get free Netflix, this was a year ago. They couldn't locate my deposit and said they emailed my Netflix info. HUGE BS on both counts, they basically ripped me off. Call customer service and you get switched from one Latin operator to the next, each a little harder to understand as you go up the supervisor ladder.
The last supervisor I talked to said, the company doesn't care about us, the workers why would we care about you ? I had him repeat it twice more times, I couldn't believe the level of non-caring equaled their level of incompetacy.
So you'd think going there in person, they'd be good. Right ? Nope. No way to talk to a Supervisor, no supervisors in the company office where there are hundreds of drivers representing their product and no way to expedite the problem even though I was the only person in the line. I was told to "GO HOME AND CALL CUSTOMER SERVICE AND ASK FOR A SUPERVISOR!?!?"
If you want cheap price with absolutely NO real customer service, any CS you do run into is from incompetant and/or rude people then this is the cable company for you.
They stole money from me, lied about service, never issued outage credits when service was down for days.
SEEMS APROPOS THAT A FRENCH COMPANY OWNS THEM, THEY CONTINUE TO BE RUDE AND NASTY TO AMERICANS JUST LIKE THEY DO IN PARIS.
I lost Cable, Phone and Internet for 5 days and they couldn't care a less. This company is light years from Verizon. I'm sorry I switched but save $100 a month was too much of a savings.
I don't believe they train their people to do anything more that punch a keyboard and give customers replacement equipment. Rude, untrained people can't even explain their own equipment registration process completely. When a problem comes up, you must call and wait on the phone for 30 mins to an hour. So why go into the store ???
Cablevision has an inferior channel lineup. Cablevision does not offer their clients One America News Network (OANN), VERIZON DOES.
When I asked cablevision why and what has to happen for them to add it to their lineup, Amanda (a customer service rep.) and the manager Shaun said they have never offered it and will never offer it and can t offer OANN because it s owned by Verizon.
According to OANN, One America News Network is 100 percent privately and family owned by the Herring family out of California. There is no ownership with Verizon or any other company.
It appears they are limiting their clients access to different viewpoints.
The company has been forcing us to pay late fees and refuse to work with our income dates. Like many people we are on Disability and just barely make ends meet. We get fed lies about free promotional offers and we have been getting throttled. The service after first timer promotions are fine and you are treated well until it expires. We aswell as many others we know are switching to Direct TV. It is a shame because other than the lies and throttling internet speeds,the service for phone and TV are rather top notch.
Waited 45 minutes on hold and a terribly rude man would not even listen to my reason for calling which was technical. He clearly did not know what I was saying as it was over his head and he had no patience or listening skills. NO LISTENING and rude from hello. Did I mention rude yet? I thanked him and hung up. I was calling because my Internet Protocol Vonnage Phone technicians had a question, but never got to ask it...SMH
Stood in heat online for 1 hour to swap my box out. They said it would work when I got home. Hooked it up and nothing. Had to call and wait on hold. After 2 hours finally it worked
Optimum has really taken a turn for the worse since the Dolans sold to this money hungry French company who takes our American dollars and invests it over seas in it's already failing telecommunications monopoly. Finally leaving after years. Today is my last day! I called them last week to cancel my service's Tuesday and they said they could not do that and that I am paid up until the 30th. What do you know they shut my internet off days early and I'm currently waiting for a call back from them to explain why they cut me off early. SCAM ARTISTS!
My tv went down on a Thursday an they told me it was a bad box I went out Friday an got the new box from them installed that evening guess what it didn't fix the problem I call again they told Me that they will set me up for Service on Tuesday or Wed I told them to forget it with rangers play off games I will go to satellite but a friend came over an fix it for me never herd back from cable they don't care about us
I've been trying to speak with a supervisor for over a month to have my bill adjusted and then today service gets disconnected until I paid. If it wasn't for my children needing the internet to do schoolwork I would not be with optimum any more. Poor customer service and not professional at all.
HORRIFIC customer service experience, both on the phone and in person. They all have different information in their "system" and can never provide clear answers, yet are all confident that they know the answers. As another reviewer mentioned, supervisors never return calls. Specifically a woman named EMAN at this Wappingers location was VERY condescending - kept cutting me off before I could clearly and fully describe my situation and claimed that because she worked there for 20 years she therefore MUST know the issue, even though I'd already spent a month and several hours talking with various Optimum customer service reps, none of whom were able to sufficiently help and all gave me different information. She raised her voice at me, had a terrible attitude, and told me that we shouldn't rely on the Optimum customer service representatives (in store or over the phone) to give us the most accurate information about our accounts!! Then who are we supposed to ask!?! So much for customer service - completely useless!
Be sure to follow your account closely because they will add on fees, tell you can remove them if you contact customer service,, then charge you an additional fee if you don't pay the fee they promised you you could remove. So glad our account is closed, and hope to never work with them again.
We are having awful service with Optimum ... our internet, tv, and phone haven t worked in several days and we can t get anyone to come out to repair our service. We keep getting routed to an automated system that wants us to reset the modem.. We have reset the dang thing so many times it should be spinning. Who can we call to actually get a service person to come out to the house. This has been ridiculous and incredibly frustrating.
Awful awful customer service. These people are a complete rip off. And to get a human on the phone is absolutely almost impossible. The sarcasm and talking over a customer while trying to explain the issue is unacceptable. And the information they ask for over the phone is obsurd- since you have already identified yourself and your account! Should they not be seeing this on their computer?? Joke- absolute joke. If I could rate them a -10 I would...
If I knew I would have to go with Optimum, I honestly wouldnt have moved to our new apartment. I miss Verizon FIOS!
We chose the basic internet and TV package for $64.99 with the Altice one box. They even broke it down and told me with taxes and fees, my bill would be $100 a month. On the day of installation, The tech came 30 min after the 4 hour window, completed the install and says "I know you're paying for Altice box, but I didn't have any to bring, so now you have two boxes." - I didn't care how many boxes I had, but I needed them to adjust the bill accordingly. The customer service rep told me they cannot adjust the bill, but would send a new tech to come and give me the right box. They finally did.
Every single time I turn on my TV, I have to unplug the box and plug it back in to re set it. For whatever reason, it doesn't work. On top of that, the $64.99 was complete bull. My bill is $150 each month. Including a $10 sports package fee that I didnt ask for and dont use. The next service rep I spoke to says there is nothing I can do to lower the bill and that everyone pays for the sports package (?), so I asked to cancel the TV and SHE WOULDNT DO IT! She simply refused. I will be calling again to speak to someone who can help me. I am not paying $150 for slow internet and a broken Altice box. I am paying $50 more than what I signed up for.
The next issue I have is that twice now, i have set up a payment but yet no money is taken out. I go back on the website and it says my payments were unsuccessful and that my bill is past due.
I've never seen such poor service in my life. I STRONGLY advice you to avoid Optimum if you can.
Please avoid Optimum services at all costs. They charge me for faster internet (it s not) and struggle to keep even a basic connection live. My service is SLOW when it s even on. The connection drops at least 10 times a day. Many times when I m on an important client call. You can never get through to a representative as well.
I have a business and a residential account with this company. I cannot seem to get a hold of a single rep. from the united states. I have asked to speak directly to my local office and never got there. I was on hold two days ago for over an hour. Today for over 20 minutes only to be disconnected with no call back. Your customer service is totally inadequate. I thought customers where appreciated.
I like wifi. Who doesn't? And if this wifi is cheaper than Verizon wifi why would you not want this one. Quick tip . Verizon is the corporate version of lucifer
Terrible customer service, possibly the most frustrating experience with customer service I have ever had.
I called to inquire about a bill and get details as to what I was being billed for, spoke to 4 different people now, the first person could not answer my questions so I asked for a supervisor. After being put on brief hold 9 times, I was put on an eternal hold and then randomly disconnected, without ever speaking to someone else. The second person I spoke to yelled at me over the phone in a language that was not English (thank you Tarmash?) and when I asked to speak to his supervisor was rudely hung up on again without ever speaking to another person. The third person over the phone was much more understanding and gave me some information, but told me she couldn t do anything for me because my account was cancelled. She suggested to go to the Optimum store for better assistance, so I did. The customer service rep looked into my issue, but kept talking over me, not hearing anything I said.
If the customer service reps don t notate your account, then I guess it didn t happen. Your word means absolutely nothing to these people.
On top of intermittent service interruptions (which is why I found a different service provider) the horrible customer service has left me with a taste so bitter that I wouldn t want to try any other products or services they provide.
I would give this zero stars, but the system will not accept anything less than 1 Star.
Bad customer service. You have to call like 6 times before you get someone that knows how to help you. Their new equipment blows. I had a tech at my house almost monthly dealing with cable problems.
Internet goes down on a daily basis. 5-10 times throughout the day. Phone service not so much. But there are times I call my parents and they tell me the phone didn t ring. New phones. But same unreliable service.
A class action is going to be started soon because if you are going to provide service in an area and block competitors from coming in then you better be offering the service, beyond a minimum standard.
Worst customer service ever. This company should be shut down it's a fraudulent company that does not right their wrongs. If I could leave 0 stars I would. Over charged us for the wrong services and my husband and I have spent hours trying to resolve the situation. No supervisors ever get back to us. My husband went in person in Wappingers to talk about it and when a woman finally calls us back again not fixing the situation she doesn't even leave a call back number! . Don't use optimum if there is another option. - Diaz Family
Very poor service. Too high prices. No communication. Funny that over 30 years a customer has no regards to this company. Shutting off internet when only owing current month during Covid 19 is unexcusable. Hey do you not realize people are working from home and rely on your services or is it all about money.
The associates here are very rude! They did not want to help me at all with my problem. The problem was not rectified and they told me that I have to call the 800 number now...again...after waiting on hold for 50 minutes. All the bad reviews regarding this location is true. I'm going to cancel my business with Optimum and move to a different company. This is not the first bad experience with them but this is my first review.
The local office literally never answers. There is a callback option which either results in a robot calling back just to hang up, or nothing at all. I have 2 different balances for my bill and cannot clarify which is correct or why. Even the automated online robot said it would get a human helper and never did.
My wife double paid a bill, then the extra payment that she can prove came out of her bank account, was never refunded nor was it posted to her account. After numerous phone calls and numerous times that they hung up on her, they still have not resolved anything. This is by far the absolute worst internet/ customer service I have ever had. With today s ability to email and post things to the internet, they gave my wife a mailing address to complain to. This is not over optimum.
More than 15 year customer and I called to cut service due to moving and they making me pay service for another 3.5 weeks(end of billing cycle) Why would I pay for services not being used. I'm moving!! If I knew I would of cut it 5 days ago when my new cycle was starting.. wth Bunch of scammers.
Do not ever use optimum! They were rude on the phone and even insulted me and cursed at me! They made me wait for a extra instal for 3 months then said that they never put it through! Report them to the attorney general!
They are the WORST! I MOVED AND CANCELLED MY SERVICE ON OCT 24 BUT CUSTOMER SERVICE(WHICH ARE RUDE AND TERRIBLE) TELLS ME I WILL BE BILLED UNTIL NOVEMBER 15 BECAUSE THAT WAS WHEN MY BILLING CYCLE ENDED! UM ARE U KIDDING ME! I SAYS SO WHAT IF SOMEONE GETS IN HERE AND HOOKS UP TO MY OLD CONNECTION AND STARTS MAKING PURCHASES ON MY ACCOUNT, THEY TELL ME THAT OH WELL IM RESPOSIBLE! SERVICE WAS A COMPLETE RIP OFF INTERNET WAS A JOKE! THEY TALKED MY HUSBAND INTO UPGRADING TO FASTER CABLE HE DID, NO DIFFERENCE! DON'T WASTE YOUR TIME!
Avoid Optimum service at all cost, if possible. I had a service call a couple of weeks ago and was told that if the problem was on the outside, it would be covered, but if it was on the inside I would be charged $80. The guy came, removed all inside cables and checked the signal coming from the outside and he wasn't able to get a response. He spent roughly 30 minutes outside checking a cable box in the front of the house and then in the back of the house, then he got a signal. Looked at one of my interior cables and decided it looked old and "could cause intermittent disruptions" so he replaced it and left in such a hurry that he didn't re-cover the wall outlets that the cable is connected to, nor the outside cable box. He also left tools at my house which I called him about and he later text me to say he'd come get them, but never did. Finally, the next day I get a "Work Order" that says I will be charged $80 which also had a forged "Customer Signature" on the bottom because I never saw that work order.
I called Optimum and the first representative I spoke to agreed that I shouldn't be paying the $80 because he clearly did work on the outside and anything he "fixed" on the inside was not actually broken. That cable he replaced is fine. She said someone from service would call me within a week to talk about it. That call never happened. So I called back and just got off the phone with a different representative who stated he wouldn't credit me because the work order claimed he did some work on the inside of the house. It does say he did work on the inside of the house, but he's also lying about what the actual problem is. Basic problem solving here, if you check the line coming into the house and don't get a signal, then spend 30+ minutes outside replacing things and suddenly the signal is working, the problem was on the outside. Now I'm being billed an extra $86.50 because this company is completely dishonest.
Verizon is working on getting Fios in our area and I will be switching the second its available.
EDIT: I filed a complaint with the NY DPS and a customer representative from Cablevision called and we discussed the matter. This led to a direct call from a supervisor from Service and we discussed the situation as well and he is crediting me the $80 charge back as well as sending someone out to re-attach the cover of the outside cable box that was left open as well as collect the tools that were left.
I have updated the review to 3 stars to reflect their willingness to help, but I did have to escalate the matter through the NY DPS to get to this point which seems unnecessary.
EDIT 2: It has now been a few months and no credit was ever applied to my account. I am once again reducing my rating to 1 star as I have still been charged a service fee for an issue outside of my home which is not acceptable.
They are just like all media companies they overcharge the only good thing is no yearly contract and the employees are friendly & helpful. Optimum is based mostly in Long Island and we are forgotten up here in the Hudson Valley, their ads say multiple wifi locations NOT HERE. I used their app to find wifi and while driving ( was passenger) down route 9 I had the app open and trust me there were so few wifi hotspots. I keep hoping they will open up the ability to choose other cable companies maybe then the pricing will become competitive and go down. In the Hudson Valley we have Time Warner & Verizon but they have their own sections and you cannot switch to one of them if you don't live in their domain. This rigs the prices so they can charge anything they want. The only reason I haven't switched to direct tv is the 2 yr contract, it they drop that i will switch it's no guarantee they are better but at least I'd get a chance to find out The 2 stars are for customer service and no contract
What a scam they run canceled serviced today due to selling a house and they told me I have to pay the rest of the month due to the billing cycle. Meanwhile they double dip when the new people move in on Friday. What a scam they run.
It wasn't the gentlemen behind the counter fault but this whole set up is an absolute disaster. The wait was about 30 minutes to get in to simply drop off equipment. Two customers in at a time. Optimum is not a fan of customer service. I would avoid going if at all possible.
optimum.com
