Optimum Customer Service Issues

Archive 6

The following are issues that customers reported to GetHuman about Optimum customer service, archive #6. It includes a selection of 20 issue(s) reported June 5, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, my name is Robert M. My account number is [redacted]. I modified my billing date due to a tight budget of $[redacted] a month. When I requested this change, I was not informed by the representative that there would be a $75 fee involved. Optimum mentioned a supervisor would reach out, but it has been three days with no contact. Being a senior on disability, it is unfair to expect me to cover this undisclosed charge. I would not have agreed to the date change if the fee was disclosed. I believe it is unjust that the supervisor has not responded, and I cannot afford the extra $75. I have always paid my bills on time but was unaware of this additional fee. Please reach out to me promptly at [redacted] to address this issue. Thank you for your attention and have a great day.
Reported by GetHuman-rmarrucc on Wednesday, June 5, 2019 11:52 AM
As a new customer, when the technicians visited my house, we encountered various cable issues that were not my fault. The process to replace all the wires from my apartment to the basement lasted about two weeks. A technician had to call in someone from a different department to handle the new line installations and wiring. After a supervisor visited, the issue was resolved with new wires as we had no reception or internet initially. Despite initial frustration, the supervisor assured me there would be no charges for the service visits and even offered a free month of cable. I recently paid my bill without any issues, but upon returning home from intensive care, my cable was unexpectedly disconnected. I am concerned about being disconnected as the supervisor promised a free month and a reduced bill of $75. Please investigate this situation as it is my first time dealing with your company. It seems there may have been an error in billing, possibly due to being placed on a higher-priced package. I can be reached at [redacted] if necessary. Thank you.
Reported by GetHuman-bugbuttl on Thursday, June 6, 2019 11:50 PM
I had a terrible experience with customer support. After a power outage, my cable, phone, and internet were not working. Despite multiple calls, the service appointment was mishandled several times, leading to frustration and a delayed resolution. The customer service representative was unhelpful and even lied about scheduling an appointment. It took speaking to a manager to finally get someone scheduled to come out and fix the issue. The initial problem was caused by a fire on a power pole, with subsequent repairs taking a long time. Multiple attempts at fixing the problem failed, and I am left waiting for a weekend appointment to hopefully resolve the issue. Working from home on a Saturday without internet access has been incredibly inconvenient. I hope the service visit on Sunday will finally bring a solution to the ongoing connectivity problems.
Reported by GetHuman3055265 on Saturday, June 8, 2019 7:38 PM
I recently contacted Optimum to cancel my services, but the agent I spoke with persistently tried to upsell me instead of proceeding with the cancellation process. Despite my repeated attempts to convey that I no longer wanted the services, she continued to pressure me and did not listen to my request. Her constant efforts to dissuade me from canceling were frustrating, and I expressed my dissatisfaction with her approach. It was disappointing to experience such aggressive sales tactics. I hope the company addresses this issue and respects customers' decisions. A simple "no" should be enough when requesting to cancel services.
Reported by GetHuman-jetspatt on Sunday, June 9, 2019 12:34 AM
I recently had a new service installed with "free" installation. The technician who came was quite incompetent. He was in a rush, leaving wires all over, and failed to provide any instructions on how to operate the equipment. After requesting for someone to come back and complete the job, we faced further issues. They billed me $[redacted] for a missed appointment and setting up the equipment. Despite my complaints, they were unresponsive. Additionally, the promised $AMEX gift card was revoked, which is unfair. I am determined to get my money back and have a negative experience with this company. I am considering contacting the BBB and the FCC for further assistance.
Reported by GetHuman-bertabob on Tuesday, June 11, 2019 1:13 AM
I scheduled a service for 3/31/19, which included free installation and a $[redacted] offer that required adding services for 2 months. However, I didn't receive a bill initially. After receiving an email threatening to disconnect the service, I contacted customer support and was informed that the bill was mistakenly sent to a different state. Despite this error being on Optimum's end, they claimed I was responsible for payment on time to honor the promotion. I promptly paid one month's bill without receiving an itemized statement. Despite contacting customer service, I am yet to receive the detailed bill. I was advised by Josh to visit an Optimum store, which is an hour away, to collect the misplaced bills. I insist that the free installation and $[redacted] promotion be honored as I didn't waive this offer and made additional purchases based on the promotion's terms.
Reported by GetHuman3071846 on Tuesday, June 11, 2019 10:14 PM
I have not been living in my house and was unable to return the remote, cable boxes, or router as they are packed away. Due to non-payment, my services were suspended, and I was unable to return the equipment. I contacted the provider before the suspension because of my non-residency, and I also have exposed wires due to contractors' work that I asked them to repair. However, the call was disconnected after being put on hold three times. Now, when I try to contact them, I am directed to an automated system and cannot reach a live customer representative. How can I bypass the automated system and speak with a live representative?
Reported by GetHuman3085463 on Friday, June 14, 2019 9:36 AM
I am thoroughly dissatisfied with the complex charges on my bill. Despite trying to contact customer service, I can only reach sales representatives who cannot help me address the issue. I strongly feel that I am being overcharged and need to speak directly to a representative to resolve this matter. The bill was supposed to decrease, yet it has not reflected any changes. Even though I no longer use Optimum internet or opted for a protection plan, I am still being billed for these services, which is unacceptable. I am frustrated and disappointed with the lack of support and communication from Optimum. I demand to discuss this matter with a competent representative promptly or I will be forced to discontinue my service with Optimum.
Reported by GetHuman554988 on Friday, June 14, 2019 7:23 PM
We recently relocated from 12 Farview Ave in Bayville to 7 Meadow La in Syosset to assist my 95-year-old father-in-law. We transferred our service but aimed to retain the original Syosset phone number for his convenience. I was initially told this could be arranged before our move. Unfortunately, during installation, the technician mentioned he lacked the authority to associate the Syosset number with the Bayville account. After multiple calls, I was informed it would take 48 hours, yet subsequent inquiries extended the timeline. This process was repeated several times, leading to delays. A week later, the issue remains unresolved. Yesterday, the representative suggested transferring the account back to my father-in-law but this isn't feasible as he is no longer able to oversee the account.
Reported by GetHuman3089816 on Saturday, June 15, 2019 1:35 AM
I canceled all my Optimum services one day after the new billing cycle started, but they are refusing to refund me. I wasn't informed of this policy. I previously asked the best time to terminate and was told "any time, no contract." I wasn't told about the fine print on the monthly bill stating cancellations are effective on the last day of the billing period, with no refunds. They do pro-rate upgrades but not cancellations. It's unfair that I'm paying for services I can't use while already using another provider. I waited to cancel until the new service was active. I couldn't get a new install appointment until after the supposed billing cycle ended. Can you help me appeal this? What more info do you need? Thank you.
Reported by GetHuman3125074 on Friday, June 21, 2019 2:59 PM
How many times can you keep sending the same signal to my TV without any channels working? I'm frustrated that even though I pay for these channels, I keep receiving promises instead of a resolution. Why not be transparent with customers about weekend work limitations and union policies? I experienced a 12-hour outage on Friday with no telephone, internet, or TV service, resulting in financial losses. Now, the TV channels are still not functioning, leaving me dissatisfied. I expect compensation for the inconvenience, lack of service, time wasted, and unsatisfactory communication with your support team. If this persists, I will escalate the matter to our local representatives.
Reported by GetHuman-cicinc on Monday, June 24, 2019 1:01 AM
I purchased the Canelo fight on 9/15/18, but encountered issues with the broadcast - it wasn't in HD and only showed on one TV. After contacting customer service, I was guided through a reordering process which resulted in being charged twice, despite expressing my concern to the technician about double billing. I have yet to receive the promised credit for the overcharge. I've been persistently contacting the company for months, but have only received repeated Urgent Notices billing me $94.02. I did pay for one fight as shown on my October [redacted] bill, but the situation remains frustrating.
Reported by GetHuman-donnajsp on Monday, June 24, 2019 10:14 PM
On May 7th, I contacted customer service to remove all sports channels on my plan and switched to the economy package starting on May 8th. However, I was mistakenly billed $[redacted].99 for the MLS Extra Innings package that I did not request or authorize. Despite speaking with multiple representatives named Nelly, Randy, Luis, Casey, Marvin, and Supervisor Pamela, I have not received a resolution. Supervisor Pamela mentioned a manager would reach out within 24 hours on June 24th, but I have not been contacted yet. If this issue is not resolved promptly, I will escalate my complaint to the relevant authorities and organizations, including the NY State Dept. of Public Service, Consumer Affairs, Channel 7, AARP, and CSEA Union. I expect a prompt response and resolution to this matter. Thank you, Nancy Y., Lindenhurst, NY.
Reported by GetHuman-nancyyur on Wednesday, June 26, 2019 11:55 AM
Dear Customer Service, I have encountered some issues with the representatives I have spoken to regarding my Optimum Wifi Services. I placed an order for my brother to enjoy movies, but upon installation, the service provided was mainly sports and news which did not meet our expectations. I promptly cancelled the service and returned the equipment. Now, I am due a refund of $[redacted].00, but I am unable to reach a representative to confirm the refund process. I would appreciate a prompt response to resolve this matter. You can contact me at [redacted] or via email at [redacted] I look forward to hearing from you soon to ensure a timely resolution. Thank you, Manuela S. & Roberto S.
Reported by GetHuman-sexigran on Wednesday, June 26, 2019 8:10 PM
I have purchased $40 in gas three times already on May 31, June 7, and 16. If I make one more $40 gas purchase at Mobil before June 30, I am supposed to receive an additional 4,[redacted] points. I was unsure about the timeline, so I asked a staff member at the customer service desk at the S. Store, but they were unable to confirm my qualifying dates because my PC card is linked to my MC. I hope that my next gas purchase at Mobil within the next two days will grant me the extra 4,[redacted] points. Currently, I have accumulated over $1,[redacted] in points, and I am eager to receive the additional points promptly to keep shopping at S.S. and Mobil. I am starting to feel frustrated with always having to chase after points with PC, and I may consider shopping at Costco or Feshco, your competitors, soon since I am also a member there. I will be checking my account later - please resolve this issue quickly. Thank you.
Reported by GetHuman3164449 on Friday, June 28, 2019 9:25 PM
My guide has been saying there's no data for a month now. I called someone last night, requesting them to address this issue. However, they gave me excuses like the tech people being closed. I insisted on them taking action by creating a ticket to fix it the next day. Despite my efforts, the person seemed lost, and I eventually ended the call. Can you please resolve this for me? On another note, I have Spectrum service in the city, and they are excellent. When you report an issue to them, they promptly fix it and even provide updates. They also offer a discount on the bill for the time the service was down. I believe my bill should be adjusted accordingly. Thank you.
Reported by GetHuman3207432 on Sunday, July 7, 2019 12:13 PM
Subject: Billing Discrepancies with Optimum Services I would like to bring to your attention some billing discrepancies I have encountered with Optimum services. In April, I raised concerns about the high monthly charges I was receiving compared to other providers offering better rates. Despite this, Optimum insisted on their rates. Subsequently, I switched to FIOS due to their competitive offer of $79.99 per month for 2 years for Cable TV, Telephone, and Internet services with no installation fee. After cancelling Optimum and accepting a $[redacted].45 per month offer from them, installation issues arose, and my bill was incorrect for May. Despite assurances of a credit in the next invoice, I have not seen it reflected. The latest invoice for June also shows charges exceeding the agreed amount. Efforts to address these issues with Optimum's billing department have been unfruitful, with promised callbacks not materializing. Therefore, I am reaching out for your assistance in rectifying these billing errors, ensuring proper credits are applied, and correcting my monthly charge to $[redacted].45 as promised.
Reported by GetHuman-hgazdar on Thursday, July 11, 2019 7:56 PM
On July 14, [redacted], I contacted cable support regarding issues I was facing. I was advised that my old Samsung boxes needed to be replaced and was given an address on Park Street in Pleasantville to bring them to. Despite confirming three times if the address was in Pleasantville, the support representative assured me it was. I called back on July 15, [redacted], to double-check the address and was once again told it was in Pleasantville. After taking time off work, I arrived at the Pleasantville address but then went to Peekskill after 35 minutes of waiting. The Cablevision store employees informed me that I brought the wrong boxes and needed a Scientific Atlantic one. Frustrated after wasting time, I called customer service requesting to speak to a supervisor, but after a 15-minute hold, no one called back. Despite being a loyal customer for 20 years, the lack of care from the customer service team is disappointing. I was considering upgrading to Altice 1 but now might switch to Verizon instead. I await your response, hoping the customer service has my correct contact details to rectify this situation.
Reported by GetHuman3254178 on Tuesday, July 16, 2019 2:34 AM
On June 28th, [redacted], I had a service scheduled from 11:00 a.m. to 2:00 p.m., but the technician did not arrive. I called and was told they would come between 5:00 p.m. and 8:00 p.m., which also did not happen. After spending over 2 hours on the phone with representatives and a supervisor, I was told they couldn't assist me until Monday, July 1st. I was promised a $20 credit for my lost wages and another $20 after the repair. However, when the service was finally done on July 1st, the credit did not materialize. Tonight, I waited more than an hour to report that my on-demand service was not working on any of my TVs due to an outage. I was informed to call for the credit. As a customer of over 30 years, mainly with a triple play package, I have noticed a decline in service quality. I often need to escalate to a supervisor due to language barriers and poor service levels. Optimum's deteriorating service has me considering other providers like DirecTV and Spectrum. - C.P.
Reported by GetHuman3294689 on Tuesday, July 23, 2019 3:45 AM
On July 28, I had a scheduled service between 11 a.m. and 2 p.m. Unfortunately, the service providers did not arrive. After calling in, they rescheduled for a night crew between 5 p.m. and 8 p.m., but they also didn't show up. This caused me to lose a day of work waiting for a service that had been out all week. When I spoke to a supervisor about this and the hours lost, I was offered a $20 credit. However, now I have to wait until Monday, July 1st for service, and I will be without TV service until then. Despite being promised credits for the inconveniences, none have been applied to my bill. Furthermore, the customer service experience has been deteriorating over the 30+ years I have been a customer, while prices keep rising. I expect compensation for my lost time and want a senior manager to address when this issue will be resolved. Additionally, my on-demand service has been out since July 21, and I have requested another credit. I hope to hear from the company soon regarding these ongoing issues.
Reported by GetHuman3294689 on Tuesday, July 23, 2019 4:02 AM

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