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Optimum

Optimum

(196 reviews)

We have been on the phone for 4 days now trying to decrease service to internet only. We also have…read morea billing issue we would like to discuss. WORST Customer Service ever! After holding for no less than 1.5 hours we get a human and after being put on hold again, we get disconnected! This has happened no less than 5 times! We still have no resolution on the billing issue! PS Asking for a supervisor does not work either!

I had been perfectly happy with Optimum until I tried to cancel my service. The internet worked…read morewell, the price was reasonable, and I had no complaint with the service itself. But the cancellation process was one of the most frustrating customer-service experiences I have ever had. On August 31, while moving out of Flagstaff, I went to the Optimum store to return my equipment and cancel. I arrived around 9:30 a.m. based on the hours I had seen online, only to find the store wasn't opening until 10. Once it opened, there were roughly 12 customers and only one employee working. I ended up spending about an hour there. The employee was actually helpful, but told me he could not cancel my service in the store. I had to call a separate number. He even warned me that the people on the phone would repeatedly try to sell me something rather than simply process the cancellation. He was absolutely right. I called and explained clearly that I was moving out of the country and simply wanted my service disconnected. Instead of honoring that request, the representative repeatedly tried to retain or transfer the service, put me on hold, came back and restarted sales pitches, and kept me on the phone for roughly half an hour. After all of that, I was transferred to another representative and had to essentially start over. This person actually told me he understood I was canceling because I had found a better rate somewhere else. That was completely false. I again explained that I was MOVING and wanted the service DISCONNECTED. He then began offering me additional deals, including an extremely low promotional rate. At that point I asked the obvious question: if this is the department that actually disconnects service, why are you still trying to sell me something instead of disconnecting it? The entire phone process took well over an hour simply to accomplish one very basic request: CANCEL MY INTERNET SERVICE. Optimum needs to understand that making cancellation deliberately exhausting does not create customer loyalty. It does the opposite. I left as a previously satisfied customer who would now hesitate to ever use or recommend the company again. Returning equipment and saying "please disconnect my service" should not require a trip to a crowded store plus more than an hour of relentless retention pitches. That is not customer service. It is an obstacle course.

Digital Lands - isps - Updated October 2026

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