Date: Sun, 5 Oct 2025 20:47:20 -0400 Subject: External E-mail - Subject: Billing Discrepancy - Internet + Core TV Bundle Re: "Formal Complaint - Billing Misrepresentation by Agent Jessie" Dear Optimum Customer Service, I'm writing to formally dispute a billing discrepancy regarding my recent service order. When I spoke with Jessie, your representative, I was clearly quoted: * $110/month for high-speed internet * +$39/month to add the lowest TV package that includes CNN and TLC This totals $149/month, which I accepted and authorized. However, I've now been informed that the TV portion will cost $130 more, which contradicts the original quote and significantly alters the agreed-upon terms. This bait-and-switch undermines trust and violates basic consumer protections. Please escalate this matter and honor the original quote provided by Jessie. I am requesting: 1. A correction to my billing to reflect the $149/month total 2. Written confirmation of the corrected rate 3. Assurance that no additional fees will be added without my consent I expect resolution within 48 hours. If not, I will file formal complaints with the NYS Attorney General's Office, the FCC, and the Better Business Bureau. I am also prepared to share this experience publicly if needed. Thank you for your prompt attention. Sincerely, Tami T Bell I have sent complaint to Michelle in corporate and BBB but next is the Attorney General. Worst company I've ever dealt with- ask me about their representatives and all the LiES read more

No stars!! Tried canceling services forever on phone with questions after questions just cancel my services! Tried lowering prices so for over 15 years they were "stealing" with high rates, after 3 phone calls & aggravation services cancelled! WILL NEVER return customer service SUCKS read more

SAVE YOURSELF THE HEADACHE! Internet Service is poor and Customer Support is even worse. OMG- where do I start?! I ordered Internet and Mobile service in May 2025. There was a promotion and I was getting new service for my home. Initially a router was mailed to me however there were issues with setup therefore a Technician had to visit the home for installation. The Technician was quick and efficient- he did not drill holes everywhere, which I appreciated. Unfortunately, a few days of having the internet, the service was spotty and some of the channels were unavailable due to system issues. My paramour was livid because he was adamant about not subscribing with Optimum and I went with them anyway. We decided to cancel service. The retention department contacted me with additional offers but I declined, simply requesting to disconnect the service and I immediately returned the router to the store. Now lets shift to the mobile phone drama. I ordered an IPhone and was advised that a signature is required upon delivery. Prior to the delivery, I reached back out to Optimum CS to request an upgrade of device. I was informed that the delivery was expected within 24hrs via FedEx therefore Optimum was unable to intercept the delivery. I was advised to decline the package at delivery in order for FedEx to return package to Optimum. On 5/19th, i declined FedEx delivery and asked that package be returned to sender. The package was scanned and returned to the truck with delivery person. I was not required to sign because I refused the package. I was unable to proceed with new order for upgrade until my account was credited for the taxes I paid on the Iphone device. I was told that once refund is processed within 3-5business days, I am able to proceed. After waiting almost 2 weeks without refund, I reached out to CS for assistance. The reps kept giving me timeframes that did not make sense. Honestly, it appeared as if they were all reading from a script. I requested to speak with a Supervisor and finally received additional information. I was told that the package had not been returned to the facility. Instead, the tracking detail reflect that although "recipient refused package" was marked on 5/19, additional attempts were made by FedEx and package was reportedly delivered on 5/21/25- unbeknownst to me!! I was further advised to file a claim directly with FedEx(although Optimum is the account holder). I filed a claim with FedEx and within 2 days their response was that the delivery was appropriate/successful. I inquired where the package was delivered and who received it. I was merely told that a signature was received with my name. Now, I am goung back and forth between the 2 companies to request proof of signature because I never signed nor did I authorize any other person to receive the package that I intentionally REFUSED and requested that it be RETURNED to sender. I also filed claim with Optimum escalation team and they were of no assistance or support. I signed up for autopay which offered additional discount so they have been billing me for the service. I live on a residential block with multiple housing units/multi family dwellings. A neighbor approached me 1 week or so ago apologizing that a package was delivered to their home but was misplaced in their basement. The package appeared to be unopened . I asked when the package was delivered and was told that they were unsure. I immediately went to the local Optimum mobile store to return the package. I was told that because it is past 21 days, they were unable to accept package from me- despite me explaining ALL that transpired. No one bothered to look up with account which I am certain contains the details outlined in this review. I even have screen shots of the tracking. I called CS and informed that I am inside of an Optimum store at the time if call. After spending almost 2 HOURS on the phone, the rep stated that he was going to create a new ticket for the back office to review, which would take 3-5business days for response. I am still waiting to hear from the "back office". I believe that there is no interest in Optimum to assist because I initially signed up for 2 services, closed 1 already and now seeking to terminate the last one- mobile. The agent had no faith that the matter could be resolved amicably and advised me to "just keep the phone because you're paying for it anyway". Unbelievable!!! read more

Optimum - This is the package that Optimum is refusing to accept despite the error with shipping caused by FedEx. - Internet Service Providers Near Me - Litchfield, Connecticut

Customer service pricing dependable All could improve. We had To change our box received a box that does not work, called for help, said they would come out and fix and upgrade to fiber optic (whatever that is) BUT now we have no cable for Two weeks No one can help when we call we get someone overseas who can not help with anything local and there is no number to call the local Office read more

Nov. 12, 2025: Service goes out too often especially TV service and it takes too long to bring it back. It's out again- internet has resumed but cable television continues to be unavailable. We need an alternative to Optimum cable TV. They raise prices but don't seem to keep their equipment up to par. I do not have a photo - why would I? read more

Absolutely the worst customer service. Long time customer and after moving, it took over an hour on the phone try to cancel my service regardless of how many times i said no They suck...go with direct tv stream you will thank me in the end read more

Nope they duck And they gave me a Four yearsssss of of Headache they lie about sending equipment they lie about sending a tech the text I rude they scratched my floors and every time you call customer service yester kind and yes, they're from other countries we got that, but the problem is never resolved Internet spotty by the time you call it's resumed that's all I got. read more

Do not get OPTIMUM. Service is poor, and when you want to cancel you cannot do it on line, When you call they leave you hanging forever. They make it impossible, and it is extremely frustrating. Avoid them by never getting their service so you do not need to waste hours and days waiting on the phone trying to get rid of them. read more

I would give them a zero if I could. Optimum is the worst company I ever had to deal with in my 67 years on Earth. They're waaaay overpriced (even if they were good which they are not) Their service is the worst, their "customer support" doesn't exist except in theory and if you do finally get a "tech" voice, I hope you can figure out what the person from Bangalore India is saying, I never could. I suffered under their monopoly for 11 years and then, like a blessing from above, I was able to get Frontier internet. Like night and day in price, service and the options I have. BTW, when I turned in the modem and wifi the ignorant person behind the counter said they were way out of date. I had asked that very same person, years ago, if I needed a upgrade and he said no, those units are fine. When I got Frontier my internet speed easily doubled. I know it won't happen, but I really hope Optimum goes out of business. read more

Why don't I recommend Optimum: *Far from an optimal experience *Outrageous pricing: $300/month for mid-tier cable tv, basic internet & landline phone service *Horrific customer service even at the supervisor or "escalated" level *Minimum customer satisfaction and maximum frustration sum up the optimum mission statement *Virtual monopoly with little state oversight results in corporate greed at the expense of overcharged and underserved customers *Regular price hikes with same or reduced service and fewer, briefer promotions for existing customers *Vast majority of phone & chat reps are either foreign-based and/or not fluent in English and clueless about products, services & pricing *1 of 5 rating is way too generous read more

Optimum committed to a residential internet promotional $15 discount in Feb 2023 which is documented to expire Dec 2024. The rate was correctly applied during 2023, but starting 2024 they unilaterally discontinued the promotion. I have a printout of their website clearly indicating the promotional period extending through the end of 2024. However, upon calling them to appraise them of their error in increasing my bill, regardless of their commitment or paper documentation, they refused to honor their commitment of Feb 2023. This is to say the least disappointing, but is unprofessional and an indication of a lack integrity and business ethics. Fortunately, there are other internet providers in the area. It seems shortsighted of them to not honor their own agreement that is in writing and lose a customer as a result. Optimum, you gained $15 and lost the entire monthly revenue. read more

Optimum gives all customers a generic main number. In last 3 months I've had to go there to pick up 3 (today will be #4 ) defective routers. They never can just drop off a new router at door which takes 4 min tops. I would hand them crappy router 4 and they. Hold be on thier way. In stead they make you ALWAYS WAIT A DAY OR TWO. SERIOUSLY CONTEMPLATING A NEW SERVICE IF I CAN-FIND HIGB SPEED. DEF NOT IMPRESSED read more

The employees couldn't be any more rude. There is no phone number to get in touch with this facility, despite them being a phone company! Can't wait for our town to get fiber and dump this horrible company. read more

Priced to high but their broadband service is second to none! Great customer service and friendly techs! I really wish they weren't so expensive! Unfortunately it's the only game in town for super reliable broadband internet and cable television. read more

Running a monopoly means never having to say you are sorry. Hard to get in touch with. Constant false overcharges. And now with no notice, my bill for internet only went from $78.09 to $104.13. Well over 25% increase. No wonder Comcast is hated in communities across the US. read more

This company is worthless and they charge you plenty to be worthless. The reason they can is because the gutless, must be getting a kick-back, Connecticut Lawmakers have given Optimum exclusive rights to certain areas of the state. They have no competition. This allows them to charge exorbitant amounts of money and provide junk equipment that you must wait hours for any tech support. The only option is Dish TV or Direct TV neither offering "bundles". I recently had a two hour online chat after waiting 45 minutes for a tech to answer that resulted in determining an in-home service call was needed. Then I was told the next appointment would be in five days. They drop calls. They use an automatic answer program that eventually tells you to wait for a call back and they mean wait for hours. The person in charge is the Wicked Witch of Oz and her tech support are the flying monkeys. read more

The Internet you pay for is nowhere even close to what you get. They stick you with outdated equipment, even though you're renting a modem, and this is probably half the problem. Service blackouts are a common occurrence and if you want to get in touch with anybody it's a bunch of human robots who walk you through common sense things and waste your time and then send out a technician who does nothing to fix the problem. read more

ABSOLUTELY THE WORST WORST CUSTOMER SERVICE EVER!!!! They have people speaking broken English with others in the back round screaming at other customers. They make everything difficult. You have to beg and plead to speak to someone you can actually understand. The nitwits that actually show up are useless. THIS IS AN ABSOLUTE MONOPOLY IN OUR AREA. If I wasn't forced to choose a star I wouldn't choose one at all!!! Experience with this "company " is HORRIBLE HORRIBLE HORRIBLE! Unless you upgrade or are a new customer, then they transfer you to a person you can understand and promise you the best service ever. After installation.....good luck with customer service read more

This company does not deserve even a one star.I cancelled my sevice on July 15, 2019 and moved. I received a bill for billing period 8/1/19-8/31/19. I WAS NO LONGER AT THAT ADDRESS. The representatives were extremely rude, hung up on me. I am 92 years young and will not tollerate disrespect not to mention elder abuse.Go to ANY other cable company, just stay away from Optimum by Altice read more

Can we give a Zero? They couldn't be any worse - especially since the Norwalk office closed for renovations. Phone reps are hard to hear - Optimum must us VOP - and it stinks. Reps try hard yet Optimum keeps them at a disadvantage. I can't wait for Verizon Fios in my area. It's coming soon! Avoid if you can... read more

I continue to be charged by them two months after cancelling service and returning all of their equipment. They purposefully make it very difficult to speak to anyone about this ongoing charge but make it very easy to provide credit card information. I regret signing up for cable in my new location. Time to cut the cord. read more

If I could give zero stars or better yet negative stars I certainly would. This is the third day I have tried to have someone from Optimum to come and set up Internet for me. All three times given the window of 8 AM to 11 AM. All three times here we are after 11 AM and I'm still waiting like an idiot. I'm glad Optimum feels like everyone has an entire day to waste hoping that they will show up at some point to install a horrible and overpriced service. It is extremely frustrating that this would be considered the best Internet provider out of a bad situation for this area. Customer service is absolutely useless and can never provide anything helpful. Anyone would be better off just not getting Internet ever again. This has been such a tremendous waste of time and energy. Rest assured Optimum will continue to charge over $100 just for internet every month. I guess I shouldn't complain since I don't have to work 40 hours a week and can sit around all day, oh wait never mind I actually work over 40 hours a week. No worries though I love wasting my own time. read more

I called in early late August to obtain new service. The gentlemen I spoke with went through all the options and pricing and when I was having a hard time deciding he said I am feeling generous I am going to waive the installation fee. The new service was installed and my bill arrived with a charge for installation. I called on 09/18 an and spoke to Monica explained my situation and was told she would call me back at the end of the day but that this was getting escalated to a manager so they could review the call which would take 24-48 hours. I received no phone call back and no credit on my account so I called again on 9/20 and spoke to Skylar and was told they need to review the call and I would hear back by 9/24. By 9/25 still no call no credit so I called again and spoke to Jose who told be to wait another 24-48 hours I called back on 9/27 and was told I need to speak to Sales since it was a sales issue. I was transferred and spoke to Carla who said she would issue the credit because she believed me and it would appear on my bill in 72 hours. By 10/01 still no credit I called an spoke to Daniel and was told I needed to talk to sales, frustrated and tired of spend enormous amounts of time on this I hung up. I called today at 1:56 pm and spoke to Emmanuel who said he could see my account was marked at of 10/01 an the credit would take up to 74 hours (74 hours is a ridiculously odd time frame). I asked to speak to a supervisor and was told I COULD NOT speak to a supervisor because there was an open case and was told AGAIN I need to wait. To date I have spent over two weeks and almost 2 hours of my time trying to Optimum to honor what I was told. To date I have NEVER received a phone call from ANYONE at Optimum or my credit. read more

A few yrs ago I had optimum for my service my bill they said was bout 50 dollars well what a nightmare my 1st bill came in 200.00 ok well the first bill is always high connection fee and all that well the 2nd bill came in 200.00 again I called and asked why they said the next month it will go to 50.00 then the 3rd bill came 228.00 this time so I called again asked why they gave me another story of bulls***so at the end of about 5 months or so they over charged me 480.00 so I called a lawyer and the company never said that they were sorry so now present day Michael C**** the Sirect Sales Supervisor was going door to door telling ppl about there service to see if the ppl wanted to change there services to them well like a fool I took the offer now he did tell me that the company had changed there management so that's way I gave this company another try well he also told me about the ACP program he left and I had called about 2 hours after he left about the ACP program ok that when he sent a man named Travis S***** over to my apt.this was about the program he came and I thought that he was helping me with filling out the application on his tablet ok well I'm kinda happy now everything is good I thought I also have him 40.00 for the hook up charge that was discounted my first bill came I'm like ooo great 8.00 and some odd cents ok so I just gothe next month's bill 274.00 and some odd change well I called the cable company that gave me a run around yesterday I called again this went on for 2 days prior so yesterday this man told my that I can get my 40.00 back under the 60 day money back guarantee I just made it so that brings me to today come to find out the ACP program that I called told me that I wasn't registered with them and the cable company NEVER honored the 60 day money back guarantee so as of today I canceled with optimum cable JUST BEWARE of that cable company they will say anything to get you to sign up with them I'm with FRONTIER now on the 19th of this month I will be connected so with the ACP program you need to submit proof of b day and such please becarful about optimum cable they have alot of hidden few and they don't keep there word with ppl at least myself and a few other ppl in the high rise apt building that I reside in had similar problems with optimum read more