I wrote the following letter to Dennis Mathew, Chairman of the Board at Altice about my experience with Optimum. Dear Mr. Mathew: After 30 years with Optimum we canceled cable services for TV, phone, and internet as well as mobile phones. Raising our rates $40 monthly and getting a snide remark, "Optimum didn't raise your rates, the federal government did and there are no more promotions," prompted our leaving for streaming services. This departure cost me about 20 hours on the phone with Optimum associates who suddenly found all sorts of promotions and perks to keep us as customers. However, the abysmal customer service and exorbitant fees are why we left Optimum. We tried to return the equipment on Tuesday, November 26, 2024 to your Yonkers store. The customer disservice representative refused to take it, saying, "The system is down." We had to make a second trip on Wednesday, November 27, 2024 to turn everything in. I called and spoke to another associate in retention and got a confirmation number, which I wrote on the receipt. She promised me I would get an email confirming my cancellation within two hours. It never came. At 4:37 p.m on Thanksgiving, Thursday, November 28, 2024, I received an email dunning me for $730 in equipment because your company did not credit me with the return. After I responded I got a message that this was a no-reply email. I tried again to email at contact@optimum.com, which was also rejected. Your company seems to have written the book on how NOT to treat its clientele. I have attached TWO copies of the receipt: a PDF and JPEG copy. PLEASE UPDATE YOUR RECORDS. read more

I just moved to an area where I HAD to get optimum because unfortunately there the only cable provider in my area. I had spectrum where I was living previousely which is a great cable company. But the employees at Optimum cable are some of the most incompetent people on this planet. Every time you call, they have to place you on hold 3 - 4 times because they have NO IDEA what the hell they are doing. No have a complete answer to your questions, or any solution to your problem. If you do not have to purchase optimum save yourself a headache and run! read more

If you have optimum please, I know it's a long story, but read till the end!!!! So my interactions with Optimum: on FRIDAY Person #1 Oh so sorry for you inconvience WE CANT GET ANYINE OUT UNTIL wednesday . Me: unacceptable Person #1 ok Tuesday 1-5 Me: nope unacceptable Person # 1 ... ok Monday 12-4 ( OK WHY DIDNT WE START THERE) ?? So i get confim for monday1-5 not happy but ill take it ... Me: try to call again to see if we can get some one sooner... person # 2 I'm so sorry for your inconvenience ... me : give whole story all over Them : hold please I'll transfer you Me: WTF PERSON # 3 Hi how can I help you? Me : seriously? Didn't the other people I just spoke to tell you what was going on. Person # 3 yes they did Me : then why the hell are you asking me again Person # 3 i'm so sorry for your inconvenience. Me : no you're not Person #3 : I wish there was something I could do to help you, but there are no available slots for technicians to come out . Me: I work from home. My daughter works from home. We need the Internet or you could pay our salary Person #3 again I'm very sorry for the inconvenience we can credit you $20 Me : stop telling me that cause you're not . And what the hell is your $20 gonna do for me Me : can I please speak to a supervisor Person # 3 we only have one supervisor on tonight " SHE" is on the phone with someone else Me: I'll hold .. Person #3 OK (5 minutes later)I'll transfer you to my supervisor Person # 4 good evening. This is the supervisor. Me: ( its a man) I said oh they told me the only supervisor on call today was a female wasn't expecting you to answer. Are you really a supervisor or are you just the guy at the next desk? Person #4 There are three supervisors this evening Me: So the last person said thereonly was only one... so basically are you just the guy in the next desk or did the last guy lie to put me ?? I want to speak to a supervisor Person #5 hello this is supervisor such and such couldn't understand her so didn't know what her name was Me: are you truly a supervisor ? Person #5 yes, I am a supervisor and I understand your inconvenience, but I cannot reach any technicians . Me: You really notsorry and stop reading from a script!! can you tell me where you're located #5 I'm located in India Me: well no wonder you can't reach anybody. They're calling from India what the hell this is absolutely ridiculous # 5 she says I can have somebody between eight and 11 this evening Me: seriously ? Ok OK not sure why it took me two hours on the phone to get this far ? I say thank you and I say I appreciate your help NO Confirmation was ever sent for that appointment. So after about 15 minutes away, waiting for our confirmation, I decide to call back and recheck Person#6 good evening thank you for calling Cablevision Me: I'm calling to check on a appointment that I received for between 8 and 11 PM this evening, but I did not receive a confirmation in my email. Can you please confirm it with me? #6 I am so sorry for inconvenience ( omg i cant take it) Me: I go through the whole story again #6 again I am so sorry for your inconvenience. There are no technicians available all weekend because they are out working on the polls so there are no appointments booked for the weekend. I'm not sure why they told you that. Me: you've got to be kidding me ? #6 no mam ( ugh mam) im not i wouldnt lie to you Me: I have basically just been lied to from five other people before you so excuse me if I don't believe you... No's show for appointment friday evening or saturday morning ... I call saturday: Person #7 good morning this is cable vision how can I help you? Me ; ( in my mind im going WTF) I go through the whole story again Person #7 I'm sorry, but those appointments were canceled!! Me: WHAT?? # 7 yes they were cancelled , we can have someone out monday morning... me: im defeated Monday morning between 8-11 11:09AM HE GETS HERE.. 11:56 .... I CANT FIX IT YOU NEED A LINEMEN..... Yes... now we wait again!!!!! read more

This is only a 1-star review because I cannot make it a Zero or Negative Star! What went wrong?...systemic problems with customer service. I lost Cable and Internet on July 3, 2025. I called customer service (CS) on July 4th and the CS representative (CSR#1) was told is a problem with my modem. So they sent a new Gateway. I followed the self-install setup process and it still would not connect to the Internet. I called CS again on July 8th to troubleshoot the issue. CSR#2 then informed me that it was never a problem with the modem, but it was a problem with the main lines at the road. CSR#2 then scheduled a technician to come to my house on July 10 between 8am - 11am. The technician never came, never called...no notification or communication of any kind. I called CS again that afternoon (appx 12:00 noon) and CSR#3 told that there was no appointment ever scheduled. So CSR#2 lied. CSR#3 said "there is an error in our system and I cannot schedule a technician". She assured me that she would continue trying and would call me back in 20-30 minutes. After 1.5 hours, she called and said she cannot schedule any appointment...end of conversation, no help, no resolution, but assured me the escalation team (ET) would call be back within the hour to schedule the technician appointment. I never received any call from the escalation team. Again, the CS representative lied. I called CS again later that evening (appx 5:30pm) and talked to another CS representative (CSR#4) who said "there is an error in our system, and I cannot schedule a technician" and again said he would pass it on the escalation team. I now have zero confidence in your ability to provide reliable services since you cannot connect to your own in-house network! I refused to hang up and be left again at the mercy of a company that does not follow through on their call backs. I requested to speak to a supervisor and was told there was no supervisor available, and they would call me back. No! Given your track record of callbacks and lack of customer support, I refused to hang up until I spoke with someone higher in the chain of command. Eventually, when the CSR#4 realized that I was not going to let this go, he said he would pass the case on to the ET and they would call me back. What!? Is this some kind of corporate shell game to keep passing the customer around until they give up?! I demanded a phone number to contact the ET directly when they inevitably would fail to call me back. CSR#4 refused and so began another 20 minutes of 'how good and reliable our customer service is"...a complete lie based on personal experience at this point. Eventually, CSR#4 connected me directly to the ET (let's call them ETR#1). ETR#1 assured me that they could resolve the issue...the issue of simply scheduling a technician. After another 30 minutes, the ETR#1 said "there is an error in our system and I cannot schedule a technician...because there are no technicians in your area." What!? The same canned response again! This time though, we get the root of the issue...your company does not employ technicians for service calls in the service area. At this point I was furious. ETR#1 said he would pass the case on directly to the technicians and they would call be back within 24-48 hours to schedule the appointment. I have absolutely zero confidence in anything your company says! I asked for a phone number to contact the technician team (TT) when they fail to call back. I was assured by ETR#1 "how good our technicians are and can guarantee that they will call you back. In fact, I'll monitor your account and if they don't call you back within 24 hours, I'll follow up with them personally and then call you back"...again another fail and lie. It is now July 14th...still no call from the TT, still no follow up call from the ET, still no service appointment, still no cable or internet, still no resolution. So for almost two weeks now I have been without Internet. What makes this even more an issue is that I work from home and depend on reliable Internet. I have had to buy a mobile hotpsot and data plan from my mobile carrier just to limp by. The next call to CS will be to tell them no technician is needed and I am canceling your service entirely. As a side note, CSR#2 credited my count $50 for the inconvenience, which was only a few days into this ordeal. Since I have been without service since July 3rd, I expect my bill to be prorated for the actual days that service was provided. Will this happen? Likely not, given the incompetence of the company. read more

Optimum is a bunch of scammers. Took 2.25 hours to cancel service via chat as you can't call on Saturdays to cancel. My billing cycle ends 7/15 and they finally cancel it but on 7/16. I argue they are forcing me to pay for another month. He tells me I'm wrong. Took the equipment back and they confirmed I will be billed and need to call while I'm very busy at work on Monday the 14th. Total scammers that hold you hostage. NEVER TRUST THEM. read more

I wish I could give it fat zero. they jacked up my price without any notice. when I called they promised to reduce my rate and keep all my stations, after 24 hours I notice that they deleted 1/2 of the stations. and when I called they told me that that's what I was paying for. they lie and lie. the worst company that I ever dealt with. I am looking for a new provider. shame on you optimum. read more

i wish i could give optimum negative stars. absolutely awful customer service and insanely overpriced. lost MSG+ and contacted customer service. took over 2 hours to get help. had a $60 credit but then a friend called and got a $150 credit. i tried reaching out and was told i cant have that offer because the other offer was already applied. customer service rep said they couldnt do anything about that and basically that i was s.o.l. stop thanking me for being a customer for so long when you clearly dont give a sh*t about my experience. read more

Ridiculous customer service talked to India then transferred. They absolutely suck. Wait on hold forever and disconnect you when they close. Who is this business does anyone actually monitor this horrible service. Will be dropping them as soon as I get alternative service. They just suck read more

Service was great until I needed to cancel. I spent a total of 3hrs on the phone with them over multiple days, being lied to on every call. They are scammers 100% read more

I took off my 2 movie channels. The took away MSG and raised my bill $40. No need to say anymore. read more

Have had no service for 24 hours and customer service has no idea when it will be restored and asked for my pin just to update what they already can't tell m. I drove around the neighborhood and did not see any optimum repair trucks working read more

The worst customer "service" I have experienced. A call was made to cancel service since I will no longer be living there. I was kept on for over 45 minutes trying to justify the cancellation and where they were asking very personal questions. Finally, they said they agreed to cancel whereupon I was transferred to yet another person where I had to justify why I was cancelling. For some reason they wanted me to keep the service but just pay less even though I would not be living there. They are nuts. And, BTW--I've had trouble with the both the cable and the phone over the years. But, of course, we have no choice on what cable company we can have so they have no incentive to improve. read more

Optimum has horrible customer service. I had an appointment today and they didn't show up and sent me a text that they rescheduled for another day. They have the audacity to think people can just wait around and take off of work whenever?! They are unreliable and useless. Their internet goes in and out all the time. Optimum should be ashamed of themselves. read more

Worst internet provider I've ever had. Multiple outages every month and when calling to ask customer service they just tell me they cant help. I do work on my computer and I need reliable internet but with optimum that's not the case. I've had almost 3 outages in one day and that's after they said they fixed the problem. They won't even compensate their customers for these problems. At this point I've had more outages then I've had service.. 100% do not recommend them worst provider I've ever dealt with and had. read more

MSG vs Optimum is not something we are will to play with the way we did when the YES network went through the same thing under "Cablevision" and we just watched the Mets until they worked out their "entanglement". Yesterday we spent an hour and forty five minutes on hold,waiting to speak with someone from customer service/retention department just to downgrade to basic cable on the last remaining cablebox/dvr we have in the living room. We already turned in two previous cable boxes last February after prices started skyrocketing (equipment increase even if the equipment is old),we purchased two Roku devices to plug into our older flat screen tv. The only reason why the living room still had a cable box,they still have their big tube tv (Mitsubishi) in the living room and it still works with no issues. But with the increase in price (usually a few months after they give you a "promotion") and the cable (core tv)/internet/landline reaching $265.00 this last billing cycle,they have reached that point that it's time for a smart tv in the living room and downgrade the cable. The retention rep was nice,helpful but we shouldn't have to be tongue wrestling for an hour when we just wanted to downgrade to basic cable since MSG was no longer airing and dad,brother are Knicks fans. read more

Do not use Optimum!!! They do not care about their customers. Customer Service Representatives are horrible. I was for 1 hour and 22 minutes I am canceling T read more

The absolute worst company I have ever dealt with. Horrible customer service and seriously over priced.

Horrible customer service and internet service. They need to be investigated for this as they hold people on the phone for like an hour.

Trouble with porting number out. They purposely prevented. Don't use if you can avoid. Unfortunately in nj I was prevented by local township from having a choice as they only allowed optimum to operate cable, internet, and phone service. read more

I was with suddenlink then optimum bought them out in 2022. I have never had a problem until this past year, now eveytime it rains the internet goes out. I call to repot the issue and the rep, who speaks horrible English, tells me it's my modem. I tell them no it's an outage then they argue with me. They refuse to take a report claiming their computer does not show one. They schedule a technician to come out, always in 2 wks, to replace the working modem. Today the sign in page says there is security issues with the network. Once again I called for the, non-English speaking, rep to tell me she would send a technician out to look at the modem! ​​​​There are to many choices out there to keep putting up with the outages and incompetent workers. read more

This has to be the worst customer service experiences in the history of customer service. it's as if they are trained one way and anything asked outside of that they can't help with. They offer no alternative when they are clueless. I was just trying to speak to someone to process a card payment. They kept telling me to contact my bank when the bank confirmed there was no issue with my card and they offer no assistance. it's always frustrating when dealing with them even if it's to correct some channel issue or internet issues. There corporate office needs to be aware of the horrible service and possible increase in the amount or people who will transfer service to other companies. read more

I just got done chatting with 13 different people in their stupid chat help thing because my auto pay hasn't gone through for some reason and now I'm being charged late fees. And by done chatting I mean I left because after going in endless circles with a different person every 2 minutes and getting no help, I was so fed up that I just left. They won't even remove a $10 late fee charge. What a joke. read more

Just awful customer service!!! I received an email that my balance increased without any explanation and then I called customer service, they said please ignore it, this is a scam. Scam from the official email website?? read more

I trieI tried to disconnect service. I brought my box to the optimum store. They said I have to call to disconnect. I was switched to 4 different people. Each one asked my name address phone n onumber and code Each tried to convince me to stay. Each one put me on hold and each one said they had to switch me to another person. It took over an hour to finally get disconnected. I know of a few companies that had class action lawsuits against them for making it very difficult to disconnect. Optimum should be the next one to get sued for this. I will never use them again and I suggest nobody else does. The last person, the closer, offered to lower the price to 30 a month if I stayed. I told her I would rather stick red hot pokers in my eyes than stay with a company that made it so difficult to disconnect. She then asked me if I had a friend or family member I could switch my service to. I said I don't know anyone that I hate that much that I would recommend your service to them. read more

They make it extremely difficult to cancel your service. Be prepared to wait a long time on the phone before speaking to a human being. And than they pass you around, in between each you have to wait again. Will never use them again. Horrible experience. read more

BAIT AND SWITCH on price sales rep pushy to switch to fiber. Beware. SO frustrating when they lie to you and change the bill!

Very overpriced - Charge for Business Internet Service $150 per month plus $ 50 for Internet speed 200 - basically double billing. Representative Explained the $150 is a monthly charge for the line and the speed is extra Similar Verizon and Spectrum service is $69 or less. Only provider at this location so I am stuck with them for now. read more

I just read a review stating I want premium service without paying a premium price when in reality this company is the only one available for my area. I am basically stuck with the worst quality internet with no way of getting another. T-Mobile internet would be more reliable but the internet speed is not quite there. I pay for a Gigabyte internet plan and suffer through consistent disconnects, ping up to 5,000ms and speeds that don't match up to what I pay for. Now the next thing I'll hear is, "Are you wired or wireless?" I'm connected over Wi-Fi and only get speeds up to ~400mbps and no, my hardware is not limited to that number. When contacting Optimum about these issues they try to diagnose the issue over the phone and that always ends in the same outcome, nothing is fixed, there is no improvement made. They've sent a technician out twice, changed the router once and still these issues persist. The latest set of excuses were, "Its the weather." I didn't know that seventy degrees Fahrenheit were too much for them to handle, definitely a questionable statement to make considering I have their "Premium Fiber Internet" and pay almost $300 a month for the service. Companies like Spectrum and Verizon offer the same internet for less of a cost and are very consistent with their connection. I also have their cable, which is decent but will consistently cut out when watching shows, I deal with the old pixelated screen issue in 2025 at normal weather temperatures and conditions. Lets not forget that when I upgraded my service to "fiber" they said they were giving me a new router to keep up with my new service, it was literally the same as the last router they gave me. If this company went out of business I would have a wide smile to match the happiness that would fill me knowing that these crooks are done for. Consider weighing out your options before purchasing this service because you'll spend a lot of time troubleshooting the issues they never solve and get charged whenever a tech comes out and changes your hardware because it simply, does not work properly. read more

Absolutely deplorable, low class, overseas customer service and tech support, stoned workers, not the least bit consistent from one agent to the next, and not the least bit recommended to even my worst enemies. I've had better customer service at White Castle. read more

I upgraded service to work from home- upgrade was never implemented. I have no idea who manages their biling or website, but it is incomprehensible. Just terrinble serive. read more

Nothing but issues with the mobile service from the start. I've had the service for three weeks. Been on the phone with customer service numerous times. The customer service is atrocious. When I was finally so frustrated that I requested port out codes to transfer my service and the the rep was condescending and intentionally delayed giving me the codes just to be an ass. Stay away. read more

Optimum Cable/Cablevision has the worst customer service ever. You are transferred to someone in another country that is impossible to understand and they are of no help at all. My bill was raised $30 and the reason they give is the promotion ended. Their is nothing of value to watch. They play the same movies over and over. Horrible company. Customer service is the absolute worst, no quality and no value. Prices are to high for what they offer. read more

Nothing is easy with this business Appointments , time on hold Everything is a hassle Prices are high They offered a deal only when i was ready to disconnect and move on Even cancelling my accounts until took 20 minutes Glad to be done with them read more

Fraud! Optimum provides fraudulent prices, services and service terms. Since my current Tv, Internet & phone service pricing were expiring I called to obtain the same services at the lowest possible price with a price lock to avoid annual price re-negotiations. The result was I was told I will receive the exact same services for a lower price with a 2 year price lock. But I experienced Optimum Fraud! Instead 1) My Tv services were reduced to a lesser package of TV stations, and, 2) My 2 year price lock was a lie too, only 1 year was provided. After hours of wasted time and frustration the Escalation team was involved. Even though this FRAUD was captured on the original recorded upgrade phone call Optimum REFUSED to provide the services stated and instead increased my monthly costs an additional $37/Month for the TV package I was entitled to and REFUSED to provide a 2 year price lock! Do NOT do business with this company! The Government must get involved to eliminate Optimum's FRAUDULENT, ILLEGAL practices!!! read more

I wish I could give less than 1 star, they do not deserve any! I was scammed & have been trying to disconnect my service for months. They had a technical error & are refusing to refund a payment I never authorized as my account has been off autopay for months. I have spent 2 days on the phone with them & there's is nothing a single thing anyone at the entire company can do to reimburse $125 payment that I never authorized & doesn't even make sense, it's just.a made up number that was auto drafted from my account , a day after I had a past due balance & my account was taken off autopay 2 months ago. This is fraud. My water got turned off bc they can't issue a refund for a bill I should have never had & my life & my ESA animals are now in jeopardy over this. Embarrassing joke of a company , will end up costing my life. Avoid at all costs before it's too late read more

CONSTANTLY DOWN. i pay enough as it is for the 500mbps with ONLY 20 UPLOAD. $80 for that is ridiculous on top of being down all the time. no other internet options where i live. horrible company read more

good evening, all. we have no Internet in Brooklyn, NY 11214 zip code area again (7/17/2025); it's for the 2nd time in a month. What's going on with this company? It's appearing the worst Internet provider. I am so tired form this horrible service, and I house switch to Verizon. read more

They suck. their internet was slow. Changed to VZ Fios and enjoying the quality that was lacking at cablevision. five months after dropping them they at the blue deleted my optonline email account with no notice and no way of resoring my mailbox. The worst! read more

Terrible cable service. Price increases every few months. Customer services reads from a script and will just keep repeating that there are no promotional credits available. No consideration for long time customers on fixed income read more

Crooks...it's a shame how the government allow this company to take advantage of consumers by making up the rules as they go. Optimum owes me money after I paid extra to avoid a negative balance when canceling my . read more