This isnt about this specific location - but it is about the total Optimum experiance I have had, which is terrible. The have the worse customer service I have had to use. They will set you up and expect you to service the product they install incorrectly. They will still bill you and expect you to pay for it, even after you cancel because it is not on the right billing cycle. TERRIBLE read more

If I could -00 stars to this company, I would. Customer service is terrible. Cancellation of services is HELL. Had to make an FCC, BBB, and Tx Attorney General complaint to speak with someone in English to terminate service. Do not recommend, at all. read more

I'm not surprised that I'm seeing the same kind of reviews on here- sorry to know it's not a one off. I called to cancel service. I was forced to stay in the phone and talk to two people (the second I didn't even ask for and was told by the first that she was cancelling and then handed me off to a "supervisor" and I was forced and held hostage by both to listen to over 30 mins of what they wanted and had to tell me before putting in my request. What a miserable job and company philosophy to force upon people. I am not kidding when I say I told each "no thank you", "I'm not interested" "I have to go pick me son up from school" "I don't care about hat money you can save me" "I don't care about your promotions" "there is nothing you can say to me that would make me stay after this treatment" over fifty times. They are rude, being nice and direct didn't do anything for them. They had to get their scripts in no matter what you told them. I will be filing complaints to the state of Texas as well as the state the company is based out of. I don't gen messaged their char dept to insure they had cancelled service. It's disappointing they won't honor the day that I cancelled and only offer through the end of the statement but I'd gladly pay triple that to never have to speak or deal with them ever again. How stupidly does a company have to be to want this many people (see other similar reviews) to now go give bad feedback to anyone who will listen. Anytime my neighbors asked on fb who do we recommend or not recommend ... well let me tell you I will never miss another opportunity to tell exactly who they should onto go with. I have asked for a complaints email or address or phone call - I was given the general number again and the corporate mailing address. I was told not to complain that they would complain for me (in chat) .... Yeah right - I don't believe a word they said. If you are in the fence - don't do it!!!! If I could give zero out of 10 stars I would. Still waiting on a proper email or phone number ...... doubt I will get it. The way your company does business with "customer service" "retention" is a joke. It should be illegal and honestly it probably is. I'll be asking an attorney is what they did is illegal as I truly feel it was - threats of - if I no longer spoke to them that they would hang up and if be forced to do it all over again ... I can think of another word that starts with an "r" that it reminds me of when "no means no" is ignored over and over and over and over again. Horrible awful people and company - harassment is not strong enough of a word. read more

Optimum as a company is hot garbage and they don't care one bit about customer service. Believe the other reviews, my story is the same. Won't just cancel your service you get transferred to 4 different people and they hassle you every step of the way, they bill you for equipment that has already been turned in, the billing cycle gotcha game with people's money. Every phone call is at least an hour and they haven't solved anything for me. I'll be working to find another internet provider ASAP. If you don't want poop on your hands don't handle a turd... That is what Optimum is. Avoid this company read more

Seems like I'm not the only one that's being held hostage by Optimum - called and explicitly asked to cancel service, only to be jerked around for 45 minutes (agent ignored my requests, put me on hold as stalling tactic, etc.) despite me telling them for the 50th time to stop redirecting and just cancel my service! Kicker on top - at the end they just straight up lied to say they did and to expect a notice 'in the next day or so'...didn't get the notice, but did get another bill for the following month. read more

Just tried to cancel my service as my rates have gone up way too much. Horrible experience. One I had a horrible time trying to understand the person. Their accent was too heavy. He claims I have to pay for a another month because a new billing cycle started two days ago. Ridiculous. Despite the fact I told him to cancel multiple times he kept going with offers to get me to stay. I told him no. I finally hung up on him. He then called me back saying he has not canceled my service because I did not agree to his conditions. I am not going to agree to anything. Going to file with the better business bureau next. What a scam!! DO NOT do Business with these people. read more

I, too, spent over two hours on the phone getting transferred when trying to cancel my service to the point where I am going to report them to the state. They can not do this!!! I asked at least 10 times to cancel my service and they kept asking me if I could give them one more chance to do a better job. No I cannot.. I have given them a chance after chance after chance. I've signed up with AT&T and they're connected with me and I am happy with the service. I do not need optimum. I do not want optimum. They lost a customer that they had since the beginning of being available here in Prosper. I work out in my home and I cannot be without Internet day after day. It got to the point where it was completely embarrassing to tell my clients that my Internet was again out. And they say in a Robo call to refer to the outage map. The outage is never on the map. But when you call in, it says there's an outage in my area. They can't give me an ETA as to when it will be fixed. And if I'm lucky, it's fixed that same evening after being out all day. In most cases, it's still out the next morning. It just is not acceptable. With Cable I'm paying almost $300 a month. If I have to get an attorney involved I will. I've documented everything. First thing Monday morning I'm taking everything into their store and taking pictures of it with all the serial codes and making sure that they know that I have dropped it all off, including their modems all their equipment and have terminated in writing with a letter their service. read more

My Internet would not work. Called and told them. They said would send someone. I asked if they were going to charge me because I'm on a very low fixed income. They promised me they would not. I got a snotty guy who thought the would revolves around him and he said he was running late . I'm guessing that was why he decided he had no time to fix it and left. When my bill came I was charged $65 for him to come and not fix it. They will Not give me my money back which resulted in me being late with the rent payment and almost getting evicted!!! I was also charged another $130 for being late with the rent!!! This cost me total $195 and my TV STILL WONT WORK‼‼ read more

I am done with this service. Paying 323.00 for basic services company is a ripoff. In Amarillo, Texas it was the only cable until AT&T laid some lines in my neighborhood. read more

I returned all my equipment and asked to cancel. 30 days later I get a bill and find out that my service wasn't cancelled, even without any equipment. We have switched to Nextlink and they still will not cancel my service! read more

Optimum service is absolutely awful! We have been trying to cancel service for 3 months! We switched providers so we aren't even connected to their service and they are still trying to charge us every month. Do not use Optimum internet or cable they are not a good company. read more

Not specifically this store. Optimum in general is the actual worst internet service provider I've ever dealt with. If ANYTHING else is available in your area, do yourself a favor and go with them. Their techs have poor training. Their online support is miserable. Their upload speed is garbage. Truly unacceptable. read more

Optimum internet customer service is horrible. My internet has been broken since June 5th, and when tech's come out, they identify the issue and created an escalated ticket, or OSP, but the department that handles these must not read the notes, because they drive by, act like they are fixing something and then mark the ticket closed without actually fixing anything. They are not BBB accredited, but I don't have much choice in my area. They have an F rating. Avoid this company if you can. read more

The Eagles lyric from Hotel California best fits Optimum's corporate view of their customers, "You can checkout any time you like, but you can never leave"! You're begging for trouble if you use Optimum as an internet provider!! Price is high, service is slow and good luck trying to disconnect without a fight. After turning in modem and disconnecting service (or so I thought), shutting down auto-pay and removing credit card information from account, they somehow managed to charge my credit card afterwards twice, increase monthly fees, and claim service was not disconnected. Don't use Optimum...you've been warned!! read more

DO NOT SIGN UP WITH THIS COMPANY! I ordered service in May, someone came out June 3. They said they couldn't do anything because the signal to the house wasn't strong enough and someone would call me in 24-48 business hours. In 48 business hours, I called and asked what the deal was. I was told "your modem isn't compatible!" Well that is funny because the house is EMPTY. We moved in with only a bed. I do not have a modem, they did not even come in to my house. Then he said they couldn't do anything for me, as it had been escalated and I had to wait 72 more business hours. Well, here we are 11 days later and I still have no internet but I GOT A BILL!!! SO.. I am being billed $71 for internet I have never had! They do not answer the phone, you go round and round with the AI phone service. THIS COMPANY IS EVEN WORSE THAN AT&T. Never in my life did I think I would say that! read more

My issue isn't with the store but the company itself. Adequate service however customer service is lacking. Do not expect a call back from a supervisor because it won't happen. Billing incorrect. Receive texts on amount to be auto paid then different amount taken. By almost $200. Was told in writing I had a credit on my account for cancelling part of my service. Apparently that was incorrect. When deciding to go with another company took almost an hour on the phone to cancel my remaining service constantly having to repeat there was nothing they could do I want to cancel. Then told no refund for the remaining billing cycle already paid for. read more

This is a review of Optimum in general, not the proposer store specifically. My complaint is the customer service and lack of tech assistance. My Wi-Fi went out yesterday. I was on the phone all day today, off and on, from 10 am to 9 pm with a phone operator who told me to unplug and reset the monitor over and over again. After not being able to detect the issue, she told me they couldn't send a tech out until the 14th to look at it. How am I supposed to work from home and take care of my baby who needs Wi-Fi for her monitors for over a week? This is unacceptable! I can't just pack up and take my 4 month old to work at Starbucks with me. I hope no one else experiences this with optimum. read more

Bad service I came the store because i need to fix that them replace my modem when I got home one cable was missing I asked the guy that was helping me when he did my change it was everything on the box that was closed and he told me yes, at the next day when again and he want to gave me one to short are you kidding me , and he told me I don't have more if you want you can come later because I can't do nothing else, and it was an unacceptable response because the 2 dash's that I went to this store nowbody was there just the workers that are nothing busy for that I can understand that he forgot something and he looks in another planet, now still without my internet because I have to wait until a technician going home or that I can go again because I can't stay losing my morning from my job... read more

This is a terrible provider!! Customer service has been awful , we have without internet with a toddler and teen for a week and they are giving us the run around. We have called we have went up to the actual store to replace the modem (router) and they said they couldn't even do that. They finally did an emergency visit for the next day, my husband took off work early and they never showed! When we called customer service she muted me while I was telling them that it was impossible they came by. Do not go with them read more