Recently some guy we'd never seen in the area before showed up here claiming to be a rep from Optimum Cable service. He came at 830 p.m. on a weeknight and not only rang but rudely banged on our door when we didn't answer it fast enough for him. I was in the next room and heard and witnessed this alleged sales rep's entire exchange with my husband. He had information about our finances, household makeup, etc. some of which was old and some of which was current, and was not the least bit subtle about showing us he had dug up information on our home and our family spent a long time on his repetitive foaming at the mouth sales pitch. My husband did not let him in and told him that he would discuss it with me as a couple and get back to him in two days. He also told him that 830 p.m. was too late to come to our home to sell us things as we have school aged children here and at that hour we are getting our kids ready for bed. The next day I returned to my address with two of our children after an outing and less than 10 minutes after I got into the home, without my having even had a chance to take my coat off, the same guy was banging on our door and ringing the bell repeatedly. My husband answered and the same guy said he wanted to speak with me his wife about his offer from the night before. I refused to come to the door, feeling that the guy must have been watching the house and our comings and goings, like some kind of stalker. I didn't feel safe and felt he was not respecting our home our family our property or our privacy. My husband told him we would call him later as we had not had the time to discuss his offer yet. The guy said he would come back later circa 8 p.m. (instead of 8:30 p.m. apparently). My spouse and I never discussed his offer. What we discussed was the fact that we felt harassed, stalked, watched, investigated, and we felt the salesperson was acting like some kind of junkie hungry for a fix, we have never heard of Cablevision making door to door sales calls before and we've lived here for several years. We also were not able to verify him as a cablevision employee or as a valid division of corporate/Cablevision. For all we know this was some con artist desperate for unscrupulous reasons to case our house etc. We also felt that if he can't respect our space, time, home, or personal property then why would we want to do business with any sales or customer services group or cable company that had not even basic manners? My husband called the guy back prior to the 8 p.m. time the sales guy had the gall to give us for when he decided it would be ok to come to our home and told him that we spoke about his offer but no we were not interested in switching to Optimum Cable. He tried to save it by asking what the reaoson was and my spouse just repeated politely that we are not interested and hung up. The reason is first of all because of his behavior and over the top aggressive sales tactics. Second is that Optimum is now with Cablevision who we strongly dislike for political reasons. Apparently the prior homeowner had Optimum and cancelled prior to us buying the property, and this is what they do to get back customers who they have on their old files switched to FIOS who is one of their strongest competitors. We ourselves have never been Optimum customers as we don't like their service or their customer service anyway. Judging from their overly aggressive manner of door to door solicitation which we noted from looking at a website called LI Families (and where this same guy or his co workers went on to try and turn public opinion back to buy cable off them instead of examining how they treat potential customers) we have made the right choice. I note that on that other site, LI Families at least one woman reported that the sales rep snuck up behind her and attempted to follow her into her home as she was trying to open her front door with her keys, like some kind of push in rapist and when she shouted at him etc he thought doing that to women he hopes to get an account with was amusing. He is lucky she was a nice lady who yelled at him. He'd have been beaten, pepper sprayed and arrested if he tried that with us here. This is an indication of how you can expect to be treated had you switched companies and while the offer might be cheaper you clearly get what you pay for. My peace of mind and feeling safe and respected in my own home, is priceless. I will stick with FIOS tyvm. read more

I am writing this review as a warning to anyone considering Optimum for their internet service. My recent experience trying to disconnect their service has been nothing short of an absolute nightmare, perfectly encapsulating their abysmal customer service and predatory business practices. Let's start with the "simple" act of disconnecting. What should have been a straightforward phone call turned into a soul-crushing ordeal spanning over an hour of my valuable time and FOUR separate phone calls. Each time, I was shunted from one department to another, forced to re-explain my request, and met with resistance and baffling incompetence. It felt less like a customer service interaction and more like a hostage negotiation. They make it deliberately difficult to leave, hoping you'll just give up. And as if that wasn't frustrating enough, in the days following this Kafkaesque experience, I started receiving automated emails demanding the return of equipment that I NEVER EVER OWNED OR RENTED from them! This is beyond ridiculous and speaks volumes about their internal disorganization and lack of proper record-keeping. Are they trying to charge me for lost equipment that wasn't mine? The paranoia they induce is infuriating. But the issues with Optimum aren't just limited to the exit process. For years, they have been notorious for silently creeping up their monthly prices on the bill. You sign up for a certain rate, and then without any clear notification, you notice a few extra dollars here, a few extra dollars there. It's a sneaky, underhanded tactic that forces customers to constantly scrutinize their bills and fight for the rates they were promised. It's deceptive and disrespectful to their customer base. In summary, Optimum operates with a complete disregard for customer satisfaction. Their tactics to retain customers are manipulative, their billing practices are dishonest, and their customer service is a black hole of inefficiency. Save yourself the headache, the wasted time, and the inevitable financial surprises. DO NOT CHOOSE Optimum. You've been warned. read more

I am writing to formally express my deep frustration and disappointment regarding the service I experienced with Optimum yesterday. I contacted your customer support line to request my transfer PIN number, as I decided to switch to another carrier while keeping my phone number. The reason for my switch is that Optimum's internet service has been consistently unreliable. Whenever I am away from the city center, I face serious connection issues. This has caused me repeated problems, especially with GPS navigation, where the internet frequently cuts out and leaves me stuck on the road without directions. However, what happened yesterday was completely unacceptable. I spent over seven (7) hours on the phone with more than ten different agents, being transferred from one department to another. Instead of simply providing me with the transfer PIN number, the agents repeatedly tried to convince me to stay with Optimum, despite my clear and repeated statements that I no longer wanted to continue with your service. Each time, I was placed back on hold, wasting hours of my day. As a result, I was left exhausted and stressed. I am currently pregnant, and this unnecessary delay and frustration caused me significant emotional and physical stress. After an entire day of pleading and insisting, I finally received the transfer PIN number, but only after an unreasonable struggle. This experience is not only unprofessional, but it also shows a lack of respect for customers' time, needs, and well-being. No customer should be forced to go through such a draining process for a simple request. I expect Optimum to take this complaint seriously, to review the way customer service agents handle transfer PIN requests, and to ensure that no other customer has to go through such an exhausting and disrespectful experience in the future. Veryyyy bad experience read more

I am writing this review to express my profound disappointment with Optimum's services and customer treatment. After more than 40 years of loyalty as a customer, I recently decided to cancel my TV, internet, and phone services due to exorbitant price increases and declining service quality. Throughout my tenure as a long-standing customer, I have always expected to be treated with respect and fairness. However, my recent experience has been nothing short of distressing. Not only have I encountered consistent price hikes with little to no improvement in service, but the process of canceling my services has highlighted the lack of consideration for loyal customers. During my visit to the Fairlawn, NJ store to cancel my services, I was subjected to an incredibly frustrating experience. Despite my clear intention to cancel, I was not allowed to proceed without speaking to a customer service representative. This interaction turned out to be nothing more than a futile sales pitch, wasting a valuable half-hour of my time. The representative seemed solely focused on persuading me to retain services rather than understanding my grievances and assisting with the cancellation. This experience has left me feeling deeply undervalued as a long-standing customer. It is disheartening to witness such disregard for customer satisfaction from a company I once held in high regard. Optimum needs to re-evaluate its approach to customer service and retention, especially for those who have been loyal for decades. I hope this review serves as a wake-up call for Optimum to address these critical issues and improve their treatment of loyal customers. Until significant changes are made, I cannot in good conscience recommend Optimum to anyone seeking reliable and respectful service. read more

Absolutely unacceptable experience. I strongly advise against using this company. In November 2025, I spoke with a customer service representative who offered what was described as a confirmed promotion: my internet bill would be reduced to $80 with no change in internet speed, and I would receive one free mobile line for one year, with the changes taking effect in the next billing cycle. Based on this assurance, I proceeded and even switched my mobile service from Verizon. Despite these promises, none of the changes were applied to my account. When I contacted customer service again, I was told there was no record whatsoever of the promotion or agreement. I requested to speak with a manager and was informed that doing so would make no difference because "there is no record." For a company that presents itself as a major internet and cable provider, the inability--or unwillingness--to maintain accurate customer records is deeply concerning. This raises serious questions about internal accountability and ethical business practices. What is particularly troubling is that I fulfilled my part of the agreement, yet the company did not honor theirs. The burden was placed entirely on me, the customer, despite clear representations made by their own employee. This experience left me feeling misled and dismissed. As a result, I have lost all trust in this company. I am in the process of canceling my service and will never use them again. I strongly encourage others to avoid this company and think carefully before relying on verbal promotions that they clearly do not stand behind. This experience reflects a systemic failure in customer service and accountability. Consumers deserve far better. read more

I've been an Optimum Internet customer for years, and I'm genuinely disappointed by how the company treats loyal, long-term customers compared to brand-new signups. Like many people, I've stayed with Optimum because I valued reliable service and assumed that loyalty would matter. But what I'm seeing now sends the opposite message: new customers are offered a $50 plan right out of the gate, while existing customers--who have paid month after month for years--are essentially told, "Too bad." What's most frustrating isn't just the price difference; it's the lack of effort to keep the customers they already have. There's no meaningful retention offer, no loyalty discount, and no willingness to meet current customers halfway. The message is clear: the best deals aren't for the people who have supported the company over time--they're for people who haven't given them a dime yet. That feels backwards and frankly disrespectful. This kind of pricing strategy creates resentment because it punishes loyalty. Long-term customers shouldn't have to threaten to cancel, spend hours negotiating, or jump through hoops just to get a fair rate. If Optimum can provide a $50 plan to attract new business, then they can provide something comparable to the customers who helped build that business in the first place. Instead, they do nothing--and that's exactly why I'm upset. Optimum should rethink this approach. Rewarding loyalty isn't just good customer service; it's smart business. It builds trust, reduces churn, and shows customers they're valued. Right now, Optimum's actions say the opposite. And if nothing changes, they shouldn't be surprised when long-time customers start looking elsewhere. read more

My experience with Optimum has been an absolute disaster from start to finish. Not only was I unfairly charged extra fees without explanation, but the incompetence of their staff and technicians has been unbelievable. The service suspension began with a mistake by one of their representatives, followed by a technician who rushed the job, leaving me without service for an entire weekend and beyond. As if that wasn't enough, I was forced to drive an hour away to meet the technician to pick up equipment. Both the technician and the salesperson assured me that all I had to do was connect it, but once I got home and contacted technical support, I was told it couldn't be done. It turned out that the salesperson had sent me the wrong equipment, and the router I had gone out of my way to get was incompatible, leading to more errors in their system. The level of incompetence and miscommunication is astounding. I spoke to too many managers who promised resolutions that never came through. I can prove this and what I'm saying is TRUE! This ordeal began in May, and it's almost August with no end in sight. The representatives working for Optimum are not only incompetent but also incredibly frustrating to deal with. If you value your time, money, and sanity, avoid Optimum at all costs. They are unreliable, dishonest, and clearly have no regard for their customers. The whole experience has been beyond frustrating and infuriating. Stay far away from this company--they are a complete nightmare! Unfortunately, I had to give it a rating of 1 star! There should be an option for no stars at all to show how horrible of a company they truly are! read more

Optimum's service has proven to be highly unreliable, with frequent outages across my city. Unfortunately, their customer support is equally disappointing. Representatives consistently demonstrate a lack of professionalism, urgency, and basic customer care. This morning, I spoke with two different representatives. The first, Rachel (as she identified herself), repeatedly dismissed my request for assistance and outright refused to escalate my call to another representative. She then abruptly ended the call. I then spoke with Bryan, who also displayed a nonchalant attitude. While I attempted to explain my concerns regarding my interaction with Rachel, Bryan responded with sarcasm and unhelpful remarks. As a result, he had to ask me the same questions multiple times--questions I had already clearly answered. After processing my payment, Bryan failed to transfer me to the appropriate department. Instead, he placed me on mute--not on hold or in queue--clearly as an act of intentional passive aggression. When I verbally acknowledged that I knew I had been muted, the call was suddenly transferred and then promptly disconnected. This is not an isolated experience. I've had repeated issues with both Optimum's service and customer support. However, this incident was egregious enough to prompt me to stop what I was doing, return home, disconnect their equipment, and cancel my service altogether. Optimum must take immediate steps to address the unprofessionalism and lack of accountability in their customer service team. read more

I would like to have my negative comments about Optimum. I recently just complained Optimum to BBB.org and won the case with my tremendous effort. Optimum did not provide customer courtesy service at all! Their executive staff claimed that if I didn't provide the receipt of mailing their modem back, they would refuse to refund me even though I told them that I mailed them the equipment back. The whole incident was about their employee stole my modem but Optimum insisted that I didn't return the modem and charged my credit card discretely. It happened to me 2 times of charging my credit card $$ discretely, one time after 6 months and another after 3 months. There was no advanced warnings of oral communication or written official letter from them for such charges. At the time they charged me, I didn't remember or was not able to provide the evidence because of my physical condition (memory loss sporadically). Optimum then claimed arbitrarily that it was customer's fault and used other dishonest customers as an example to discredit my integrity. They accused customer while failed to further investigate the bigger problem with their employees stealing the modems within the company. Their company is a big joke for blaming customer for their unprofessional business practice!!! No compassion and empathy. Shame on the executive management!! The root of evil is "GREED"! ​ read more

HORRIBLE SERVICE!!!!!! hours on the hold for them to completely misunderstand your problem. They just send a technician and charge you without telling you that there is a FEE for a technician to come out when all I needed was to have some Atlice boxes switched because I have been having some trouble viewing some channels and accessing my DVR which they charge an arm and a leg for it! The service has been terrible since they changed their PRICES. NEW CUSTOMERS BE WARE. Make sure you understand that the promotional prices change within a year or two. I normally don't like to write reviews to hurt any businesses but I don't understand how this company can get away with giving a terrible service, CUSTOMER service wise and terrible cable and WiFi. Their equipment is full of glitches and bugs and they have the nerve to charge you for them to come out and see what the issue is. It's funny how they stopped doing the Survey after each call maybe it's because they know that their service is not what it used to be it sucks. I have made several calls to them to have the issue resolve for my cable boxes and one of those phone calls I had someone telling that I was going to have the new boxes mailed out to me. It has been 2 months now and still waiting. Of course I've called them again and they are still trying to send a technician to charge me again! read more

this company needs to be studied in business schools as an excellent example of how to rob customers w/o reprisal , w/o shame. i called at the end of sept to see if i could get a lower rate - $240 was very high for 3 TV connections , internet and a landline. the woman was very nice and said sure - after loyalty credit & promotion, i could pay $158. i was shocked a month later, when my bill was for $260. i called back and was told that the woman who gave me that deal would be punished (WtF) and i would not get any better deal than $260. i was so shaken, i got off the phone, and called a few days later. this time, a nice customer service person apologized for my experience and said, she would issue a credit to my account for $260 and my bill going forward would be $158. 2 days later, my amex was charged $260. i called back and was told sorry, nothing could be done , they were not giving back my $260. i don't have time to look for an attorney to get my $ back. i barely have enough time to call verizon and set up service after cancelling this. optimum knows it too. they are thieves and the people who run that operation should know their company causes misery by stealing from those who don't have inhouse legal depts. a special circle of hell is devoted to people who structure their billing practices. read more

I am beyond disappointed with this company's service and professionalism. The level of disregard I have experienced as a paying customer is absolutely unacceptable. First, the internet service itself is unreliable and unusable. My ping regularly spikes into the 2000s, causing constant drops in connection. This has directly impacted my ability to work from home, costing me both time and income. Despite repeated calls and reports, nothing has been resolved. Second, the professionalism of the staff is severely lacking. One of the supervisors made me feel outright bullied during my attempts to get support. Instead of addressing the issues, he was dismissive and condescending, which only added to my frustration. I was told there would be no accountability because he himself would see my complaint. This leaves customers like me with no recourse and creates a toxic, intimidating environment. Finally, the overall lack of resolution or concern for customers is alarming. No one has taken responsibility or provided real solutions. I've been left with broken service and an unprofessional experience, and I feel completely unsupported. If you value reliable service, professional treatment, and accountability, I strongly urge you to look elsewhere. read more

My Service went out at 12pm on Wed. I called CV and they said they will send out a tech the next day after trying to fix the issue over the phone. Thursday the tech came out and said the problem is on the pole not in the home. He said he will call it in and have a truck here asap to work on the pole. Nobody showed up Thursday. Friday I called and the office said it takes 24-48 hours to send someone out. They put in a service ticket and said if they don't arrive today they will be there tomorrow (saturday). Saturday comes and I call the office at 2pm and asked when will the tech be here. The Cust svc person told me that there wasn't a svc ticket open for this issue and will have someone there tomorrow. Sunday nobody shows up again and I get a phone call from a dispatcher that they can't come today and need to reschedule for Monday. Monday comes and nobody shows up again. I call the cust svc dept again and they said it takes 24-48 hours for svc to come. I proceeded to cancel my service because this is utterly ridiculous​ and apparently I am not important enough for them to care about. I called Verizon and they came on Tuesday at 10am and installed my new svc. Cablevision cust svc dept is terrible and I would never recommend them. read more

Optimum is by far the worst telecommunications company I've ever worked with. I am now 69 years old, and was once a telecommunications technician. My job was to maintain a large telecommunications network across much of the western US. From Texas to Utah to California to Washington and more. I've dealt with more telecommunication companies than I can remember. Diagnosing various issues across multiple networks, and resolving them as quickly and efficiently as possible. Never before have I encountered the level of incompetence (stupidity?) as I have over the past five years dealing with Altice/Optimum/Suddenlink. (i.e. Altice and its subsidiaries). Optimum trains their personnel to placate their customers' issues by any means necessary. Lie to them, insult them, blame them, verbally coddle them - whatever it takes. Wherever you live, if you have a choice, DO NOT CHOOSE OPTIMUM. Their pricing may seem enticing at first, but in the end, you'll regret ever using them. The one and only reason I use Optimum is that I have no choice. No AT&T, no Verizon, no Spectrum. My only thing available is Optimum. If any other company starts service in my area, I'll switch in a heartbeat. Optimum can shove it where the sun never shines. read more

October 2020, November 2020, December 2020... and now January 2021... when will this headache be over???? I could easily copy and paste the last 5 reviews I just read... looks like Suddenlink's strongest feature is consistency... consistently horrible customer service (they have no authority to do anything), multiple phone numbers that lead nowhere, refusal to fix THEIR errors, indifference, they use a roulette wheel to quote fees- credits- and penalties. *****Today... 7 Jan 2021... I give up. I called to cancel my service completely. I was told that I could not cancel anything until I talked to someone in "retention". Thirty-two minutes later, someone in "retention" answered my call and said that I was already scheduled for "disconnection" on January 29th. I said, "I want it cancelled today, I do not want anymore mystery fees and charges". She said, "you can only cancel at the end of your billing cycle". I said, "your website says that my billing cycle ends January 10". She said, "you are wrong". NOTHING that Suddenlink says or does, matches anything else they say or do. Refusing to cancel (this non-contract) service... being told that I cannot cancel until the end of a billing cycle... this is Fraud. read more

I've been with optimum for nearly 25 years and love their service. Yesterday I was lucky to get Johnathan again to assist me with the return of my second box. I had the pleasure of meeting his supervisor Sylvia at Optimun in the mall at the Bronx. I was changing my service to the new service provided. I chose to upgrade my boxes. When I first met Johnathan he gave me the tower for the cable and internet . I called and Menna, at customer service, immediately helped me hook up my service. I find that the representatives have so much patience and are very knowledgeable about the equipment and assist people like me who are not techies. They also know exactly who a needed to be done for me to get service. I've been asked many times why I stay with Optimum and I tell them it's because I receive great service. I'm sorry they get such awful reviews because I cant say the same others say. I'm not happy with the cost but since the customer service has never been a problem, I choose to keep them as my WiFi and internet carriers. If you want expertise service go to the Bronx office and ask for Johnathan or Greg. Kudos to all the customer service representatives I've always had the pleasure of working with. read more

Customer Service and Refund Complaint I am writing to make the public aware of my recent experience with this company. After moving to a new residence, I scheduled Wi-Fi installation services. Despite eight separate visits, the service was never successfully set up. I took time off work to accommodate these appointments and spent numerous hours on the phone seeking assistance. Unfortunately, each interaction led to conflicting information, and ultimately, no resolution. Out of frustration, I decided to cancel the service. Since the company requires payment upfront for installation and the first month of service, I have requested a refund. However, each time I call, I receive a different explanation, and while representatives express apologies, no meaningful action has been taken. The process has been frustrating, and I feel I am being given the runaround. In contrast, providers such as Verizon deliver a far more professional and customer-focused experience. Based on my experience, I would not recommend their service to others. I've requested a full refund for the amount paid, as the service was never provide 6x and now they refuse to refund me. Beware and do not use this provider! read more

Don't go with Optimum!!! They do NOT care about their customers even long time ones. I qualified for a program for assistance and every month called in to make sure it was good to go. Every time I called I was told that everything was good to go and will take 3 billing cycles before it kicks in. Okay fine. It was supposed to kick in this month so when I saw that it hadn't I called. They told me because there was a mistake on their end (they even admitted it was their fault) I would have to re-apply and wait up to another 3 months of billing cycle. I asked if they could help in any way, compensation, expedite the process or give me a discount until it kicks in as it was Optimums mistake. Nope! Wouldn't help me in any way other then making me re-apply! I've been with them for years and this was their mess up, but they still did not care and offered me no help! I even asked for someone higher up that I could speak to. I was told no, it's either IT or sales department and they have no control over accounts!! I highly suggest you Consider another company! Wish I could give zero stars! Looking into a new company now read more

Absolutely the worst customer service I have ever experienced. Had two appointments where the tech never showed, yet upon contacting support we're told the first time that "all techs are on leave" and our appointment was cancelled (and did we get notified? No) and then the second time that "the tech got busy". I get it, things happen. But notify your customers when things are cancelled or delayed. We had to cancel a lot of our plans, pay for a hotspot to be able to work, and drive 4 hours up for appointments where nobody showed up. Not as annoying but also my elderly mother who manages the account told customer service (and we did twice) to contact me on my phone number since I was at the location and they didn't. They called her to confirm a previously "cancelled" appointment that was magically happening again and then again at 8am to confirm the tech was on the way when they didn't come until 4 hours later. The tech was absolutely amazing though. Not his fault. So much broken communication and outdated technology at this company. Stay away. We are cancelling our internet with them. read more