The staff were friendly, but unfortunately that's where my positive feedback ends. I waited in line for over 30 minutes just to return an internet box. There were three employees behind the counter, yet there seemed to be no sense of urgency or effort to move the line efficiently. For the first 10 minutes alone, I watched two employees assist a single customer while the third employee stood nearby making small talk with that same customer. The conversation revolved around the customer survey and where they were from (the Bronx or New Jersey), rather than helping the growing line of customers waiting for service. During that time, the third employee also received two phone calls from what I assume was a manager asking how many people were in line, which made the lack of urgency even more frustrating. From a customer perspective, this seemed like a management issue. Why not have one employee dedicated to quick drop-offs and equipment returns, which made up a large portion of the line, while the other two handled more complex customer needs? Instead, an excessive amount of time was spent discussing the customer satisfaction survey and encouraging customers to complete it. Ironically, I never even received the survey, so I'm leaving my feedback here instead. My recommendations are simple: improve time management, minimize unnecessary conversations while customers are waiting, and utilize all three employees effectively. The third employee could have been helping customers instead of chatting with people who were already being assisted. In fact, the line might have moved faster if that employee had simply opened another register. While I was waiting, two customers became so frustrated that they left without being helped. Another customer mentioned he was on his lunch break and had already stopped by once earlier just to return equipment but had to leave again because the wait was so long. He brought a fold out chair with him as he was anticipating a long wait once again. Finally, don't assume that everyone returning equipment is canceling service and therefore isn't a priority. In my case, I wasn't switching providers--I had simply moved and needed to return my old equipment. I actually kept Optimum (though experiences like this make that decision harder to justify). This location could provide a much better customer experience with stronger management, better workflow, and a greater focus on serving customers rather than carrying on unnecessary conversations while the line continues to grow. read more

Hands down Terrible Customer Service and Impossible to Cancel 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. read more

Seeing all the negative reviews. Most seem to be about telephone representatives and service calls. 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. read more

Change the name to "Minimum" As dealing with this company doesn't even deserve a 1 star review. I've attempted to cancel a phone transfer from AT&T to optimum for almost 3 weeks, gave them a $50.94 deposit and have been in limbo since. And just got charged for a phone service with a strange phone number. We tried to cancel our application for their service and we are being charged for "nothing." I had to cancel my credit card and get a new number. They are the worst. read more

On October 1st We visited the Norwalk Optimum facility on Belden Ave: Very pleasantly received. We are closing down a business due to retirement. We wanted to cancel one phone line and transfer 2 other phone lines to a personal account. left a $50 deposit. After 2 more visits, and literally hours on the phone with NO success in acquiring an account and activation of our personal phone lines, we gave up and decided to stay with AT & T. Now, October 8th we were notified by Optimum that our account is activated. We DON'T want to use optimum after hours on the phone and 3 trips to their office on Belsen Ave. We are very disappointed with the LACK of service. Richard manegio read more

The customer service from two service workers were absolutely horrendous. Both speak off what seems like a script and they spoke over me every chance they got. Absolutely horrible experience I have bank statements and receipts that my family's WiFi bill was paid on time and instead of letting me explain your reps just asked me to pay the bill. They did not listen to the fact that the bill had been paid and money has been taken out of the account already. Then because the conversation is going nowhere I hang up and your reps call me repeatedly back to back to back. Not only did you give me a "warning" (I was not cussing I was not yelling, or disrespecting the reps) for expressing concerns and explaining myself you decide to harass me afterwards with multiple calls. Your lack of care for the customers that you have is inexcusable. And noticing from your yelp reviews it doesn't seem like you even care to change the problem. And fyi to your reps, if someone hangs up because they're frustrated with the service DO NOT call them back multiple times with no solution. That is harassment. read more

OMG - horrible deceitful service. When one of my cable boxes stopped working with "err" message on box I called their customer service number. After a wait of 8 minutes and various prompts I got connected to a lady in India. After a long series questions and tests I was told the box was defective and needed to be replaced. I waited a day and the box came back on line and is working fine! Monopolies create indifference and the lack of need to stay current on technology and service. Very disappointed. Maybe AI technology will allow a lot of these poor service folks to be fired; save money and improve service for shareholders and customers. read more

Well lookie here. The lobby is all revamped and they are now selling phones. Of course they are. The phones are really free - what the company Altice really wants is access to your SSN so they can sell it, monetize it and have greater access to your Social Security account than you ever knew possible. I feel sorry for the poor people waiting in line to pay their slave bills but that's modern day society. I'm just a better paid slave that knows the game corporate America plays against the people. And Optimum is one of the worst with their excessive fee and pricing structure.. I always just leave my unused equipment in the lobby whether it's taken or not. The latest gentleman actually took it without a fuss so bless him. read more

Worst customer service ever. TV signal has been out for two weeks. Finally got through with support on the phone after a half hour wait, and then they hung up on me. Will be switching to a competitor. read more

Optimum overcharged for eleven months. When confronted they acknowledge the over charges but refuse to refund fraudulent charges. This company should be banned from operating in CT. Customer service provides ZERO help. read more

EVERYONE AGREES.. this company should be banned from doing business. the worst customer experience (because there is NO customer service). clocked 15 hours on the phone and chat in a two week period for billing and service issues. Pushed to install fiber which I did not want and two weeks in had a 20 hour outage! Outsouces everything so no quality control, reps read from scripts designed to outrage and abuse customers (congrats because it works)! Wish I could choose zero stars. read more

SJ I've had spotty service for years and tolerated it because I had little choice. When I finally complained, I was told that businesses get priority over residential contracts...instead of listening to my concerns and resolving the issues, they tried to persuade me to take an upgrade or a discount. I was charged late fees for no apparent reason, and when I called to cancel service, I waited for hours after, multiple dropped calls. Trying to terminate the account was almost impossible. I'd applied for home mortgages in less time! They kept trying to convince me to retain the service no matter how many times I said,"No". I never would have believed the terrible reviews I heard and read if I hadn't experienced it myself. I have a novel idea. How about enhancing the quality of your service before expanding your customer base. Then train your staff to listen first, then process the information and assist the customer, instead of closing a deal that customer doesn't want. Customers should not be forced to pay for poor service and then be held hostage for wanting to return it. read more

Absolutely terrible!!! Avoid like the plague. They suggested an upgrade to fiber optics. Undid my working service and left with no service. Been on the phone for 4 hours. Tossed from one misfit to another then disconnected. They just dont give a damn. Terrible training. Hopeless. My wife on medical emergency and left us without a phone or internet! Cannot believe these idiots are allowed to be in business. They should all be rounded up and marched out of Connecticut. Do not use these incompetent misfits. They should not be allowed to be in the communication business. read more

Optimum - This what you get with Optimum - Internet Service Providers Near Me - Norwalk, Connecticut

My review does not change. My bad. The CS staff is exemplary regardless of management clear lack of understanding they underperform. CS staff faces challenges on a daily basis due to lack of effective senior management coupled with the lack of your elected representatives to acknowledge the obvious. read more

Do yourself a favor and NEVER use Optimum for anything. If there is Frontier Fiber or Verizon they are awful at customer service but still not as bad as Optimum. Their CS reps are rude and just plain stupid. Their credits are BS as is their service. read more

Worst customer service in the world..liars when they promise free months...waste your time with customer service...make it virtually impossible to disconnect...BBB and State of CT need to investigate their deceptive practices taking advantage of unsuspecting customers. Everyone should switch and put these guys on notice that their terrible practices are not going to be tolerated. Attorney General of the State of CT investigate these guys, please. read more

Today I brought my defective cable box to the Norwalk Optimum office for an exchange. At no time was I given an invoice or told the exchange for a working cable box would mean I would be charged $15. I only found this out when I checked my credit card account today. Beware. read more

On the phone with them now. It's taken me 30 minutes so far to cancel one cable box and my HBO max. I'm getting ready to tell him to cancel it all. Horrible, horrible, service. Doing a little more research and then will cancel. read more

Optimum charges people different prices for the same services. I was paying $95 for internet and my mom was paying $65 for the same internet AND a landline. When I moved, I called to cancel and was told I had to pay an entire month because I missed my billing cycle start day by 1 day. Even though they can see that I hadn't used the wifi for that 1 day because I was already moved out. I had a terrible experience on the phone. When I asked to speak to someone else he responded with "You're going to be wasting your time, they're going to tell you the same thing". They need to train their employees on some customer service skills. When I went to return my modem to the Norwalk store, they proceeded to get me to sign up for their wireless service. I told them after the experience I just had on the phone with their representatives I will never be going into any type of business with them again. read more

They responded to my original review below and said to contact them for help. I did. All they could do was tell me to call the 800 number that caused all the problems - despite my repeated requests for escalation. And I've been paying their overpriced rates for years. What an arrogant bunch of people who missed their calling as DMV workers! --- WHAT IS IT WITH THESE PEOPLE??? Their customer service line is like a Monty Python sketch. I say cut off service on April 27th, and they say it can only be on May 6th. I don't think so, but how does that translate into cutting off service on April 23rd (the day I called)?? And it was supposed to be for cable and internet; they cut off cable only: is their goal to get nothing right? I spent a total of nearly an hour to arrive at that result...and now I have to call back. This was not as incomprehensible as when we signed up. I called to ask that they add another cable box when they came for installation. "I need the number on the box." I explained that we don't have a box yet: service had not yet started. Had never been Optimum customers in our lives. They were coming for installation in a few days. "I need the number on the box." But we don't have a box, I said. "I cannot help you if you will not give me the number on the box." This went on and on until she said she'd call me back, which of course she did not. I started over with somebody else and got somewhere after much time spent. Then the tech arrived...and left because he said all he could do was to disconnect service. Which we never had. read more

What a terrible company. Only sat on hold for an hour listening to their inane announcements that you can't stop!

I tried to return my box and cancel cable in the Norwalk store and the guy behind the desk immediately became very rude and told me I have to call Optimum to cancel before I can return the box. It's true what everyone says - Optimum is a terrible company that tries very hard to scam every customer out of hard earned money. So happy I cut the cord and switched to Youtube TV - it has incredible sports coverage, better channels, and the best content. YouTube is not only MUCH cheaper but you can cancel with just a click and don't have to spend and hour on the phone listening to Optimum's latest "offer" to keep you - which are always designed to screw you in the long run. Think about it this way - renting a cable box costs $156 per year - that is $1,560 over a 10 year period for JUST (1) stupid box. read more

To expensive for my family to keep them as our internet provider. So we looked around and found that Verizon's home internet service was cheaper and there service is really good read more

Optimum is a Horrible company left and got Frontier thank goodness we got out we were a Customer for years and then towards the end you guys all went down Hill and Every time you raised the Bill we would call to Complain about it and then you guys would lower it for a little while then raise it again In addition your Customer Service was bad as well the Manager was Rude to my Mom never again Stay away from this Company PS Heard about your plans to Cut Upload Speeds what is wrong with you read more

If Kafka set out to write a short story on customer service designed by a malevolent genius, he could not have imagined the mess that this company has created. While, and I want to stress this, their customer service representatives were professional and collaborative, the entire system has been designed to frustrate and demean their customers. Here's their game plan, designed by their management: deny the problem exists and then blame the customer's equipment. Get them to replace that equipment and then tell them that the new equipment is not compatible with the optimum system. No one, and I mean no one, will take responsibility for the company's incompetence and disdain for their customer base. The moment that a competitor comes into this space and provides an alternative is the moment we sever all ties to this bloated mess of an organization. read more

I am thrilled to be leaving Optimum at last, getting YouTube TV and Frontier and halving my monthly costs. Optimum kept me on the phone for an hour and 15 minutes when I canceled, and a supervisor put me on hold to "confirm" cancelation and left me there 35 minutes. I had to call back and undergo the same pressure to stay. (They offer all sorts of discounts to stay and eventually raise the price.) Oh yes, forgot to say I got another call pressuring me to stay. I told the rep this was harassment and that I was hanging up. Please stay clear of this widely loathed company, which has milked its monopoly for too long. read more

I would give zero stars if I could They have not showed up for 3 of thr last 4 service appointments. Every time I call them they tell me something different. They still behave like they are a monopoly, but they aren't any more - we now have a choice. I will be 3xploribg mine. read more

Optimum has a history of making life difficult, whether it's the frequent service outages, poor reception on the TV SERVICES, charging to have someone to come out to check reception and even the cancellation process is painful. If customer service was the one bright thing I may have stayed with optimum . The last straw was that my remote suddenly stopped working and 3 days later started to work. I actually went down to the local office which posted hours that they are open and the customer service rep also told me that the office was open. The office was closed. So When my bill came I called the next day to cancel but optimum has a policy that they lock you in for the entire billing period. I have to pay the full bill . I was so annoyed, I took the plunge and cut the cord and went with Verizon 5G HOME INTERNET. What a difference ! I am sure I will be glad I finally cut the cord. As a postscript, optimum , trying to keep me as a customer, offered 'deals'. If they offered me deals while I was still a customer, I'd likely still be a customer. The did not earn my loyalty.; read more

What's company to have as an internet provider the service cuts in and out all the time the slow down the sowed so you have too upgrade all the time, they claimed all the issues to the customers, the tech support no call no show and then lie under notes and charge for a services never provided twice called customer service for 4 times each time of them not showing up and additional 2 times and refused to remove charges as the claiming there is nothing they can because according to there notes I was not available. STAY AWAY FROM OPTIMUM.!! read more

Horrid and repugnant is how I would describe the experience I had at the Norwalk store. If that wasn't bad enough they didn't even solve my issue so I had to call customer service 4 times just to clean up the mess. Avoid like the plague. read more

Back on July 11th, I posted a review about the problems with the service. What they have done so far: Week 2 1. Their rep said you should be bring in the cable boxes and we will give you new ones. We had to go to them. Despite paying close to $4,000/year for cable service. 2. The cable boxes we got were 10 years old per the date on the back. They would lose signal, reboot, crash and then ask us to call 800-517-7171. 3. We called that number and I got stuck in an endless loop asking me to tune the cable box to channel 900. The cable box is frozen and you can't tune to any channel 900, but they won't let you speak to a representative until you do. I finally called in and told the automated voice, that I call Sadistic Sally, that I had a phone problem and got to speak to a representative. The rep spent 20 minutes rebooting the boxes and finally agreed to send a tech. 4. The tech arrived and said the cable to house was of poor quality, not surprising after 38 years. He said he would have a bucket truck come next day. 5. Four days later I called and said I had an internet problem and got Sadistic Sally to let me speak to a representative. We had to reboot all the boxes. Week 3 6. Finally, the rep agreed to send another tech. 7. The second tech arrived and said that it was not a bad lead-in cable, but a problem with the signal at the pole. 8. The next day another tech came, but never came to the door, and did some work at the pole. We could now change the channels, but the DVR worked very poorly (wouldn't display index of recorded shows for up to 5 minutes after the "DVR" button was pushed on the remote, etc.) Prime and Netflix wouldn't work or only for short period of times. 9. More calls, more rebooting, more adjustments on their part. DVR would work once rebooted, but not the next morning. Week 4 10. It's now more than a month, since the first call. They send a third tech out. This one says that the problem is with an amplifier in the basement, that a prior Optimum tech had installed 4 years age. This tech removes it and puts in 3 daisy-chained splitters in it's place. TV works fine. 11. One hour after tech left, pushing DVR button causes the TV to display "Service Not Provisioned". 12. Called tech support again. They rebooted boxes twice. (I think they do this knowing that it takes so long, that you'll get hungry and hang up.) Rep said she would escalate this to a department with more tools to solve this issue. I asked the name of the department but this department is so secretive (or incompetent), that they don't have a name. 13. I said given our $300+/mo bill and and 34 day problem, I wanted a credit. She said she be check. She said that they would gladly give us a $20 credit, because we'd been with them for 38 years. The Saga continues ........ P.S. The biggest problem is that I have a 101 y.o. mother-in-law that lives with us, who watches cable news all day and when it doesn't work, I hear about it. read more

This cable company is the worst. Extremely poor customer service and there's always service issues.

Horrible, horrible horrible horrible. And I mean period. It is not bad enough that they rape you on their charges month after month after month. But when you decide to cancel your service to go with another service provider, they will not give you back a prorated amount of what is owed TO YOU on services you will not utilize. Republican, Democrat, it doesn't matter. This is the American way. You do not utilize services, you do not have to pay for them. Period!!! That is correct. I made the mistake of canceling my service a week after the billing period started, and they will not prorate my bill for the month a week after it started, and I have to pay for the full month period!!!! rip off rip off rip off!!! This is not a company based on American values. Here is a class action suit against optimum since they started Altice - https://www.classaction.org/news/class-action-lawsuit-challenges-optimum-service-cancellation-policy So buyer (or canceled) beware!!! do not cancel your service until a couple of days before it is ready to expire! They will not prorate your bill. Which is what every responsible company I have ever worked with, including the business that I work in does. They prorate your bill. Read the class action lawsuit. You have no reason to trust me, but I did my due diligence here. I was polite, I was a good customer to optimum for 15 years, I asked for a reduced rate, they did not give it to me, it took me to cancel my service completely to remove them from my life. Thank you, I wish you all the best in these times! Piece and love and dust. read more

Their new fiber optic networks is completely unreliable. I have had them out several times not to mention the hours spent on the phone with their repair department. I highly do not recommend them. Their customer service is horrible. Not to mention the fact no one ever answers the phone when they do all calls are routed overseas, and you cannot understand the operators. read more

we ordered the fiber optic Wi-Fi and today was the install. the tech removed all the old equipment and installed the new. then said there's a problem and left. nothing works. I call the office and am bounced to three different people in three different departments who tell me there's nothing they can do, I must wait up to 3 days to fix it. mind you, my wife & I work from home and the financial hit we could take is in the tens of thousands. their dismissive attitude stems from the belief we need them more than they need us. I called a competitor who is installing tomorrow. don't fall for the ads because they don't care if you aren't live. when they go home, they have service so ours doesn't matter. No wonder Better Business gives them a F rating. https://www.bbb.org/us/ct/norwalk/profile/cable-tv/optimum-0111-87141179 read more

I want to move just to get away from Optimum. Their internet service is awful--goes out constantly. I don't have the cable because I couldn't bear to go through not being able to watch programs, so I just have the internet with them. They are truly the worst. read more

my service? no complaints at all. paying my bill via mail/checks? small problem but resolved. my gripe is....being i have to....pay for t.v on a monthly basis.... why am i paying for..... relentless hundreds if not thousands on a daily basis..... medication commercials medicare commercials camp lajune commercials..... constant bull crap... im paying fir television...not paying to make big pharma richer than they ....already are...... enough is enough... do i have to look for another carrier... to get away from optimums relentless shoving down our throats..of medications...medicare... camp lejune????????? read more

worst service ever you can never get on the phone with a real person optimum has been charging my 80 year old mother for 18 years she never had when I was promised a refund that I'm in the system already when I call back it puts me in to automated service then hangs up I truly would never recomend optimum to anyone .I can't stand them wasting my morning for 2 hours and still no assistance ... worst everrrr read more

Lines came down during a wind storm, we have no phone or cable. My wife contacted optimum and tried to set up a repair. We ha e received 3 calls to try and " troubleshoot " issue. The line is ripped off the pole it's not my router!! Your going to need a ladder or bucket truck to troubleshoot this issue. Service is awful , call center is not local and we are w/o phone, cable and internet. Optimum makes no effort to communicate with its customers or educate their call read more

Optimum in the store gave me a new router, since my old one was 12 years old and wonky. The man said, Just plug it in at these two spots! I did that, and of course it didn't connect at all. Called Optimum for help and the man took an hour to tell me he couldn't get it to work either and that, oh yeah, the store didn't give me a router; they gave me a combination modem/router. So my hour on the phone, doing what the Optimum man told me to do, left me with no internet at all. Made an appointment for someone to come to the house for between 2:00 PM and 5:00 PM, just two days ago. By 4:30, no one had arrived and I was freaking out, but Optimum chat people assured me the tech was "on his way." He finally arrived at 6:00 PM and told us (a) it wasn't a router or a modem/router the store gave me; it was just a modem. And (b) that my appointment had never been scheduled, and he was contacted at 4:30 to come to our house. He was in Greenwich, at rush hour, so it took him an hour and a half to get here. He was able to reconnect us, using the old router. I just got off the phone with Optimum and, in their huge generosity, they've given me a credit for a whopping $4.70 for the two days I was without internet. I plan to run, not walk, to another internet provider as soon as I can find a decent one. read more