Terrible customer service, been trying to sign up for 3 hours on the internet and even phone calls…read more I guess nothing has changed with Frontier in the past five years.

I have been a Frontier customer since 1988 and most of that time the service has been ok with some…read moreminor service & billing issues. However, as of 3 months ago, it has been one nightmare after another with Frontier. I have spent over 20 hours on the phone between a service issue in early July ( that was ultimately fixed after much complaining over 3 days that resulted in all kinds of billing issues that I have yet to get Frontier to fully correct. Every time I talk to someone, they say they will get it corrected but the credits need a supervisor and manager approval to correct problem they caused. It took 2 months to get a credit, but then they erroneously charged me an install charge that doubled my bill. I am still fighting with them and feel beyond upset. Their systems don't talk well to one another, their processes make it hard to give credits where they are due and many of their employees lack knowledge of how their systems will bill or how changes they make affects your service & billing. I recently found out that a " retention representative " that I talked to in early July to lower my charges, unknowingly changed some coding in the system that not only caused me to lose my internet service the next day, but completely changed my service plan and doubled my billing erroneously!!! So, instead of saving me money, I lost service and have spent hours and hours on the phone for months before I was able to talk to a knowledgeable person who cared enough to help me & explain the problem. We are not done correcting the problem yet, but progress has finally been made. It's been a nightmare experience that I would not wish on anyone. It's really quite scary that it's so difficult to get to a live person, who is knowledgeable and cares. It seems that the company puts measures in place that make it extremely challenging to address issues with a manager & actually get a call back.

Seeing all the negative reviews. Most seem to be about telephone representatives and service…read morecalls. If you strictly need to replace a piece of hardware such as a cable box or modem, don't even bother calling optimum; just pop into the store on Cross Street. I've been a handful of times over the years and have never had a bad experience. I was in and out in 5 minutes today. Lillian and the rest of the staff were very friendly and helpful.

Hands down Terrible Customer Service and Impossible to Cancel…read more If I could give it negative stars I would! Optimum takes the cake for the worst customer service and longest hold times I've ever dealt with. Trying to cancel my service has been an absolute nightmare. I've called multiple times, been put on hold for over an hour, transferred from department to department, and still no resolution. Each representative gives different answers, and not one of them is able--or willing--to help. What's even more frustrating is the complete refusal to let me speak with a manager. Every time I ask, I'm told a supervisor will call me back, but of course, no one ever does. It feels like they make it intentionally difficult to cancel or get real help, hoping customers will just give up. This company has no respect for people's time or money. They're quick to charge for poor service, but when it comes to support or accountability? Crickets. Avoid Optimum at all costs. It's not worth the stress. I was under the impression my service was cancelled only to learn im being billed for service I do not receive at a residence I no longer own.

My experience was great. I did not have an appointment to pickup my new phone that I ordered…read morethrough the 800 number. So I waited close to twenty minutes but soon realized it's because they're giving the other customer's excellent customer service. When is my turn, the guy helping me couldn't have been any nicer. He was very patient and very friendly. He spent the time to make sure both phones were working on the correct phone numbers. It was towards the end of the day and I'm sure they wanted to get out of there, but I was made to feel like an important customer. I don't know why they're getting the ratings they are, but I gave them five stars because that was my experience

This store is further away from my home than other Verizon stores, but I go out of my way because…read morethe customer service here is always so great. I have worked with Rodney on several occasions and he is personable, knowledgeable and kind. Thank you!

Good when it works, but service is already out for several days after just two months. I consider…read moreinternet service one of these things that should work all the time. I just got service in Dec from Honest. I came back from a five week trip and had no internet upon my return. They diagnosed it as a problem in the lines coming to my unit (so not my issue) but it will still take them 3 days to come out and restore service. I understand that they are less expensive than others, but I can't really deal with outages like this. If it happens one more time, I'll move on to a more reliable provider

I've had them since they first came out a few years ago. Outstanding service. I can start a text…read moremessage conversation with them 24/7 and if they can't rectify it that way, they send a tech who corrects any and all issues. Highly recommend.

I went into the local Westport Optimum store today with an issue regarding my wifi service and the…read moretelephone customer service I had experienced while attempting to get the issue resolved. Alex and Everton were absolutely AMAZING!! They went above and beyond to determine the hardware issue, and to understand what needed to be done regarding activation. They ran interference with the online customer service team and found a number for me to use on a Sunday when the regular customer service office was closed. They texted me for several hours until my wi-fi was working again. Honestly, if it wasn't for Alex and Everton I would have left Optimum because I was so frustrated with the difficulty I experienced in trying to reach someone over the phone. Optimum is lucky to have two such professional and dedicated employees. Sydney H.

Customer service is the worst.they put you on hold for hrs and hrs,then after waiting,you get…read moretransferred to another dep't that also put you on hold for another hr or more.terrible,terrible srevice

I walked out today with four phones, read to give this store 5 HUGE stars... the experience was…read morethat awesome. Johnny helped us, and was patient, accommodating, etc. etc. He installed screen protectors like a pro. I can't say enough good things about working with him -- he even had an associate drive to another store to get me the exact phone color I wanted so that I wouldn't have to come back another day... and he stayed for 90 minutes after closing, on a holiday, to make sure we were 100% set, with all data transferred, prior to leaving. It was truly the most stress-free phone-buying experience I have every encountered. The one caveat -- not quite enough to subtract a full star, but worthy of mention (I wish I could award 4 1/2 stars...) -- is that it does not seem that the store is fully upfront about fees. I had asked multiple times what extra fees there would be, and never really got an answer -- it wasn't until everything was set up that I learned of the per-line setup fees imposed by Verizon (non-negotiable I understand, but it should have been disclosed), plus the "Set up and Go" fee apparently imposed by authorized retailers. TBH the fee was reasonable ($50), given all the time he spent with us, including helping us make arrangements to get phones to family members who are currently in other states... but, again, it should have been disclosed. Just a heads-up to others to insist that you are given all fees upfront, especially when working with authorized retailer in lieu of a corporate store, since they seem discretionary. One additional note: I did have an interaction with a nearby corporate store which was horrendous (and dishonest), so I have no regrets about working with Johnny and the Darien Wireless Zone, and will return!

I got a new phone and for some reason could not get my old phone to back up and transfer to my new…read morephone. It was referred to as the "transfer from hell." Ha! I called and came in, in person to speak to Royale, Peter, and Johnny every day for 7 days. They ultimately were not able to help me solve my issue, however they treated me with so much patience and kindness. They kept my phone overnight, they constantly updated me when necessary and never lost their patience with me. Could not recommend this store more. These guys are the best!

No interest in performing service. No callbacks. Disappointing. Trying to give business to a small…read morelocal operation and came up frustrated.

I highly recommend George's TV. Recently, I had George's TV install 2 large flat screen TVs and a…read morecomplicated home theater system in my home. He programmed everything, explained how to operate the remotes. He didn't leave until everything worked perfectly. Bobby and his crew were always on time, knowledgeable and his price was very fair compared to the other companies that I spoke with. Dealing with the owner of a small family business makes all the difference in the world. . Brian S. Great Neck.