The employees could not have been more pleasant and did their best to help out. Optimum however seems to strive to confuse, complicate and overcharge. After being told on the phone by customer service (knowing the account info) to come to the store to pickup a new modem, we learned the retail store does not even carry the modem needed for the commercial account. So we called customer service from the store and we were told that there were two modems onsite and the one we needed to be replaced COULD be obtained from the store, so we moved ahead After returning to the site we called customer service to swap the modems, only to find, after 45 minutes on the phone that the store modem - a static modem - was NOT compatible and we needed a dynamic modem, not available from the store. Seriously? So back to the store to return the modem. Store service emailed the account supervisor. Did they call - no. So we removed the optimum wifi hotspot and installed our own mesh router off the original modem. What a waste of time. read more

The worst service on average ever from a cable provider I've experienced. Its like when something actually works you feel really grateful like they did a great job and you forget the hours and days it took them to fix the issue. Horrible horrible horrible. read more

Optimum - +++20 minutes on hold This is the average amount of time to wait until they hang up or have no clue how to help you. - Television Service Providers Near Me - Peekskill, New York

Went in to request a cancellation of home internet and T.V. and was told I have to cancel by calling customer service. Then was on hold for 45 minutes on the phone before getting a live rep. Then was told I was being transferred to a 2nd person to finalize the cancellation and waited another 45 minutes. This person tried for 15 minutes to talk me into staying with Optimum. I said no thank you and the rep hung up on me. Clearly they are playing games and intentionally attempting to make it impossible to cancel service so they can keep charging you. So I will call one more time and if they try to play the same game again then I will play my own legal game with them. Do NOT sign up with Optimum! They will try everything in their power to never let you leave them by delaying and causing frustration in the hopes you just give up. Good luck with that strategy Optimum. read more

The cable box went out, so we drove up to exchange it for a new one. The person at the store said there was no need to call to activate, plug and play. We were on the phone for over 90 minutes, during which time we were told that the box had not been registered and was the wrong type of box which needed to be activated by a technician, $100 service charge, or they could mail a new box and we'd have to mail back the "old" new one, or drive back up and get a new box which may or may not work. We tried replugging, resetting, etc. five times and repeatedly asked to speak to a supervisor..."just a few more minutes, I'm going to try another reset". Extremely frustrating. Been a customer for 31 years and now looking into alternatives. Optimum does not understand their own equipment nor how to simply switch the call to a technician or supervisor. AWFUL! read more

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

Carolina was very helpful explaining the plans, processing my order and setting up my new mobile phones. I highly recommend.

Have English talking reps I have been with out service at my address and have not been able to get no one to come and get the service going again, been given so many excuses that's it's unbelievable. read more

I was moving and I talked with some guy over the phone from Optimum to copy my current service to my new location. He sent me the hardware he said I needed. The hardware was all wrong, he sent me streaming hardware. I did not want to set up streaming. I then went to the Peekskill office to return the unwanted hardware and get the modem / router I needed. I worked with Shonica. She was very knowledgeable, professional and dedicated to resolving the issues with my account. She was able to correct my new account to what it was intended to be and gave me the proper hardware to support it. She was very nice and thorough. read more

Worst company ever. Book my service get installation date told what to pay in advance I do that and the cancel my installation date for $14 instead of calling texting or emailing me just to pay it company sucks balls read more

I would give this zero stars if I could. Rude people working here, the service is quite honestly the worst...we pay for 1gb of upload speeds and getting only killobites (literally had a game download quote a year to download because of how slow the download speeds) Customer Service tells you to go into the store to get things fixed that they "can't fix" (which they may well not be, but screw customer service for sending angry people to people who can't do anything). I would suggest lighting yourself on fire over EVER using optimum. I'm so sorry for the people who work here who have to deal with the planned incompetence that is Optimum for the shit pay and benefits they are given. read more

Just came back from the Optimum store in Peekskill where we purchased a new iPhone. Christina was the customer service agent who assisted us, and she was AMAZING in every way. She's incredibly friendly with an absolutely wonderfully warm and outgoing personality. Plus she knows her job inside and out! B and B read more

Knowledgeable, Courteous, Professional, Great experience . Would not hesitate to come back.

Do yourself a favor and DON'T use the Optimum store, online, support center (phone) or chat! It's simple... just DON"T USE OPTIMUM! You will regret soon enough and NEVER get any satisfaction should you experience a problem with your service, a bill or products! Ever since their merger Altice, you will NEVER get an English speaking person on the phone as their operations have been moved to SE Asia (and that's 'IF' you get through to someone!), you will never get two people within the company to give you the same answer and you're guaranteed to get things screwed up (fast tracked) even quicker if you go into the Optimum store and stand on line for 45+ minutes! I am NO LONGER an Optimum customer after 20 years and I should have cut out well over a year ago. read more

my husband has been on hold for an hour and half waiting for an agent to answer questions about our connection. how can we recommend this service when it is so POOR and inconsiderate. read more

Constant channel pixelating on tv service for over a month. Two service calls, fixes problem for a day then back to the same. Supposed to be able to buy our own equipment such as a modem but the equipment is so obsolete that you can't buy one new. They don't sell them either. Only old used ones on Amazon. Constant outage of internet and telephone service at various times of the day. Can't ever speak to a Supervisor when requested. Worst service ever. Service rep lied when she said my next service call was scheduled for the next day and when I spoke with another rep, they informed me she never scheduled any service call. A tech rep called me and had me rebooting modem for over 15 minutes to no avail, they have you do their job! read more

Optimum called me to offer me fiber optic service. They came on April 19th to connect me. The technician left stating there was an outage in the area, which there wasn't. Called the next day, it was confirmed that there was no outage and they would send the technician back to fix it, they came and they told me that there's no data coming through my box bc is running somewhere else up in Mars somewhere. Then I was told that it should be up and running by Monday morning latest. Monday came and went no service. I was told by a supervisor that by Tuesday 2pm. We're now on Wednesday, I called and was told that it shows I have no equipment bc why would I called, right. Then I was told by Thursday bc it takes up to 72hrs. By afternoon, I get a call to ask if my service is up and to consider their mobile services. I explained to him that I still have no service and he explained to me that it should be up in 3-4 business days. Frustrated I spoke to someone else and he laughed at me when I explain how this is not right to come into ppl home and leave them without any service. He laughed while he told me to be patient. It will be up in 2 days and that he's allowing me to vent bc I don't want a solution. I was in shock to hear him just laugh at my frustration and told him that if I were a man this would not be the case. They have been giving me the runaround. I also told him that this is sexual discrimination and that's when he stopped laughing. These cowards sit oversea taking advantage of women. I ask them for a credit for a week's worth of work time lost and they gave me $6. I'm over this, I'm going to report this to the better business bureau and see if they laugh at them. Don't let these ppl in your house unless you have a man handle them. They have no respect for women. They take your money and pass the buck to someone else. Now they're telling me there's an outage. It's bullshit at it's finest. read more

Worst service ever. We went to store to replace old box. Was given cable box that didn't work. Was then told by same woman we need a service call to bring new boxes. She never put in work order but told us to wait home on Sat between 10am and 5 pm. No one shows. We call and find the work order was never entered by the woman. This company doesn't care obviously no oversight by mgmt. No one cares use other services besides this one. read more

Tried three times to call just to return/exchange a cable box and the automated system cut me off all three times. Terrible service. Update: Just went there in person and the service was amazing: friendly and helpful. Five stars for in-person, one star for their automated phone system. read more

Horrible service. Three months and only 10 days of tv service the DVR didn't even work I have called all this time never able to speak to a human being. Hung up on transferred over fixes via phone nothing worked. Yet today they called me to pay my past due bill imagine that !!! And the call was from a human !!'I refuse to pay for a service I never received I will be returning the boxes next week I have already transferred over to Fios let's see how good they are. I hope better then optimum!!! read more

DO NOT GET OPTIMUM, this is the worst internet service I have ever had in my entire life. I left Verizon when I moved to this area and my biggest mistake was getting optimum. My router cuts out everyday over 4-5 times a day. Can never get on the phone with anyone to help or to run a diagnostics test. Worst service ever, please never EVER get optimum. read more

Do not pick them as your internet service provider. Terrible customer support waited 2 hours on the phone. Never received the specific equipment we PAID for. They advertise fantastic speeds, but we don't get 1/4 of what we paid for. Choose any other provider I'm sure you'll get better service. I will be switching to Verizon ASAP. Please save yourselves the headache. read more

Cablevision is categorically one of the worst businesses we've ever had the displeasure of working with. The treat customers horribly, they significantly overcharge for their services, the support is surly and condescending. They take advantage of their monopoly in the Putnam/Northern Westchester area. Our experience with them has been miserable. If you can find another service, or use a satellite dish, do it! You'll save yourself a lot of grief. Cablevision is the worst. read more

Wish that I could put less than one star. Optimum has continually been a terrible service provider, and we have been with them for more than five years. They've raised our bill without our acknowledgement, we pay for premium services without having the channels we're paying for and we are always struggling to contact them when we need to. I do not and will never recommend Optimum cable or internet services to anyone. read more

If you're not a brand new customer.. the $19.99 a month price does not pertain to you for internet. So check out Verizon.. ATT.. anyone else before resorting to their package-pricing.. This company store located where it is should be your first clue.. something is obviously amiss. read more

Horrible servirce. We got scammed by been supposedly guaranteed a set price only for it to start going up for no reason.When selling you their packages they will claim that you will get a special price forever and then a few months later will jack up the price and deny deny deny everything they said. Rude and condescending support. read more

I have to say that customer service over the phone is horrible. A nightmare actually. I called to ask about why my bill increased 10.00. First phone call, woman who didn't understand me, told me I had cancelled Showtime. I never had that. I asked her if she had the right account. She put my on hold and then hung up on me. That was a waste of 15 min and no answer. I called back. Spoke to another woman with a heavy accent and asked her about the sports channels and the surcharge. It must have been difficult for both of us to understand each other. Because she told me the sports channel was on channel 5. That's not a sports channel I told her. I asked her for another example, another channel. She said she could only see 2-28. ??? I then asked her about the 10.00 increase. 33 min pass and no answers that make sense. I ask for a supervisor and guess what happens? I am put on hold and transferred to Cablevision que. which is closed. Phone then disconnects because they are closed. What a waste of 50 min with no answers. I am so frustrated that I can never get an answer and the customer service reps are not knowledgeable. read more

We signed up with Optimum/Altice on 9/17/20, the installation was done on the first week of October but we did not move to the house and used the TV until Nov 15, 2020 in which we found out that 2 out of the 3 cable boxes would only work after rebooting it, every time you turn the cable off the cable box would not work again the next time you turn it on. The other cable box just wouldn't work at all it kept on telling us to call service which we did multiple times. It would work for about an hour and then die off again and would say to call service again. On Nov 25 I have had enough so we took the cable box tho the store to have it exchanged for a working one but the lady in the store said that she could not guarantee that the replacement box she will give would work without any glitches, She recommended that we upgrade our rented set top box to an Apple TV with Altice. It costs $10 more she said and we agreed. After another week of unstable TV and internet, we decided to cut optimum and move to Verizon. I asked my son to return the equipment to the store on Dec 23, 2020 and they acknowledged it with a receipt except they said that they would not accept the apple TV and would just bill us $180 for it, on top of that they did not agree to cut our service until January 6, 2021. They treated my son horribly for cutting our service with them and forced us to pay for services that we did not use. We do not have any use for the appleTV because all our TVs are smart TVs with apple play built in. They are also forcing us to pay for service that we did not use. read more

Very dissatisfied with the credibility of this company! Have been a loyal customer for more than 30 years and it looks like I am no longer valued as a customer! Had several issues with no service and it took too much time to fix the problem! The last service appointment the technician disconnected my apple service without my authorization! Still have not had this issue resolved either!!! Once our promotion was over, the bill increased significantly forcing us to go to basic service! Shame on your companies actions! Service department is abominable! There is no customer service anymore!! read more