I am Stephen Knipein Tyler, TX. My next door neighbor is also involved in this problem. Both houses are new this year. We are at the end of the telephone pole line. The builder included underground tubing for your cable to connect to each house. My house was connected in a few days but took 2 trips by different installers. My neighbor took 2 months because the installer said he would have to hire an electrician to run cable through tube. This was not true since the neighbor used a ball of string, piece of plastic and a vacuum to suck string through. Then your installer pulled the cable through. But to get to the problem. The connector at the top of the pole only allows two connections. The installer \said he would put a work order in to get this replaced. To connect he cut my connection at the base and put a splitter in temporarily. It was to be fixed when the connector up top would be replaced with a larger connector. That was over a month ago. Nothing has happened. I called their office and the male just wanted to go through a routine to check my modem. He would not listen to my need. I have experienced some slow down. I want to plant grass but can't because of the mess left in my yard. Splitters degrade the connection. I am sharing a service with the neighbor but both are paying full price. Please setup someone to come fix this! I can't keep calling and reaching someone that won't listen or isn't capable of understanding the problem. Seems like they are just not autonomous but programmed robots. read more

No closed captioning on PBS. NO back button. Impossible to go back to the last channel. No pause button. Outrageously priced just to get standard network channels with no movie channels. BOOOOOOOOOOOOOOOO. The worst TV cable provider in the entire country. read more

i had a nightmare experience with Optimum, tyler tx and continues with customer service on the phone where my phone numbers and account numbers are not documented on customer service recordings and in store. They are fabricated phone numbers and fabricated account numbers with caller ids not registered in tyler tx but instead are registered in paris tx. I was informed in store they cannot help me because optimum is now under a third party called redline and outrageously further informed me that redline controls all major mobil companies. My account number whic is suppose to have 13 digits only has 7 digits. Bottom line my phone which is under contract is am outrageous alarming scam and all is abominably hacked and re-routed and controlled by hackers. i need help as this occurs to all my electonic communications. As a result i am living a nightare life not being able to communicate and expose these tyrannical cyber crimes. this is hust the tip of the iceberg. it goes on and on... read more

Find another company. Billing is predatory. Customer service via phone is scripted and obviously intended to be aggravating. You can visit the Tyler office, but the wait time is always painful. It seems any transaction with Optimum is a time-consuming process - I just couldn't fathom what took so long with every single customer in the store. I feel for the employees working in this office - this complaint isn't about them. I'm posting for a cousin who recently cancelled Optimum cable and internet in the Tyler TX area after receiving multiple bills with "extra" charges for programming that was not received nor ordered. Per my cousin: After 3 consecutive months of being charged for programming that was not ordered, and subsequent lengthy visits to the Optimum location in Tyler to resolve, and in addition to their many rate hikes, I decided to replace Optimum with another provider. Cancellation must be done via phone - no online, email or mail option is provided. After ordering internet only from another company, done prior to calling Optimum to cancel, my phone number was apparently flagged such that I was met with the message: "Your call can not be completed at this time" on 3 different Optimum-provided numbers over the course of 2 days. Anyone else get this message - perhaps towards the end of your billing cycle? An attempt from a different phone was immediately successful, after which the cancellation process was initiated that went as follows after reaching an overseas representative: 1. Notified rep that I was calling to cancel service. 2. Asked if I was moving or if there was some other plan that I might consider. Answered No I'm terminally ill and no longer require service. 3. Rep stated she was saddened to hear this news. 4. Asked if I was calling from the phone number associated with my Optimum account. Answered No. 5. Asked if I could receive a text on the phone associated with my account to verify my identity. Answered No. 6. Asked if I could receive an email at the address associated with my account to verify identity. Answered Yes. 7. Rep stated that email was sent. 8. Monitored email for several minutes with no result. 9. Rep apologized and verified my email address, which was correct. Asked if I had my Access Code, which I then provided. Put on hold for several minutes while my access code was verified. 10. Asked if I would consider a different plan with lower monthly cost. Answered No I didn't need any further service. 11. Asked if someone else in my household might need the service - I shouldn't leave them without entertainment. Answered No, I live alone. 12. Put on hold for several minutes due to an apparent internet connection issue on the rep's end. Made no assumptions that rep might have Optimum internet as it is not available in India. 13. Rep again offered an alternative plan, perhaps for internet-only, at a reduced price. Answered No thanks, I just need to cancel. 14. Put on hold for several minutes while rep allegedly completed my cancellation request. You get the picture. It took around an hour to cancel my Optimum service - an action that shouldn't require more than 2 minutes. Customers have 7 days from the date of disconnect to return all equipment provided by Optimum. I received a bill for the equipment dated 3 days after disconnect - what I believe to be an attempt to obtain money that may, or may not, be returned upon receipt of the equipment. Fortunately, I tracked the FedEx package and verified receipt within the 7 day window. Oh good - just got a bill for next month's service. Sheesh! I repeat - find another provider. You'll be happier. read more

I was a customer since 1997 and I had issue with their equivalent on the pole. Was lied to it would be 24/48 hours to repair eventually found out it would be 30 days and they called it not an outage?! Offered a $9.00 credit for over three weeks of no service internet and cable. Horrible customer service!!! And no one cares your paying a lot of money for service or have been a loyal customer for decades. I replaced them with other service and it's $235.00 cheaper a month and so far has been excellent and amazing customer service! I should have dropped them years ago they don't care about their customers and even said so I spoke to a supervisor and she admitted that she didn't care. And they INSIST I pay my bill even after NOT having service for OVER THREE WEEKS. How are they even in business anymore ? This is not a good business !!! Use anyone besides them ! read more

We had Optimum for 40 years. We use to have have the bundle but that had gotten so unaffordable for my household that we went to internet only. We had 300 mb that also had gotten unaffordable After deciding to leave optimum after numerous calls regarding our bill going up to $82 I felt that we were not very valuable. I have a recorded call asking to have it disconnected on Feb 2 and wanting to know if they can send me a label to return the equipment and was told no they didn't do that and that "I would have to figure it out " after numerous times I told him that it was an hour drive one way to take it and I couldn't do that he kept telling me that I had to figure it out. Then I get an email stating "We're sorry to lose you as an Optimum customer. Your service and billing will ‌end‌ ‌on 02/28/2026. Your final bill will be created on 03/08/2026. Our records show you have Optimum-provided equipment. The below must be returned before 03/08/2026 to avoid unreturned equipment fees on your final bill. The guy I talked to said i only had 7 days. This was also in my email after I drove an hour one way to return the equipment You can return your equipment to any Optimum Store or ship it back using a pre-paid shipping label at no cost to you. Allow at least 5-7 days for equipment to be removed from your account. If you have any questions regarding your unreturned equipment, feel free to chat with us. Once you receive your final bill, you can use Quick Pay to make a fast, secure payment without signing in to your Optimum account. Please keep us in mind for your future connectivity needs. Hope to see you back soon. Not only was the customer service horrible but my internet was slow. Don't be scammed by these people because it doesn't matter how long you have been with them, your NOT a valued customer. read more

If you're paid ahead and you end their service, they keep your money they suck. Stay away go to Point Broadband if you're in the Lindale area read more

We've been with this company (mostly) since it was Suddenlink. They used to be decent with prices that weren't that bad, but their costs have gone up tremendously and the service just plain sucks now. At least once every 2 weeks the internet just randomly stops working for an unknown amount of time. On top of that we had a bundle deal with 3 phone lines but had to get rid of one of the lines. The discount went away when we did that so I asked if we could just bundle the cable, internet and phone lines to receive a discount. They said they could not do it because the phone line bundle only offered that discount, but I could get a tablet. Over $400.00 a month and you can't do a discount but you can give me an overpriced tablet? To be fair this has nothing to do with the people at the actual store location. This is their customer service you have to call. So no thanks. A popular company we all know has better deals for $200.00 less AND it's guaranteed for 5 years. Stay away from Optimum. They like to boast like they're a great company in their commercials but they've fallen down hill ever since they changed over and moved all their call centers to India. They will never see us as their customers ever again. read more

Horrible customer service. Took me 4 hours to try and cancel the internet service. Without success. Avoid this company. It's a total racket. I wish I could give them zero stars. read more

On June the 2nd the tech for Optimum showed up to install my internet. It took him a little over an hour and I had the internet on my phone and laptop. Later that same day I turned on my TV and was surprised that I couldn't get any chanels on my Dish network. I called Dish technical support but there was no resolution to my issue so I had to set up an appointment for a Dish technition to come to my home and see what the issue was. The problem was that the Optimum tech cut my dish cable completely from my TV. I was charged $102.37 from Dish for the service call. I informed Optimum in hopes of getting some form of compensation on more than one occassion. I just keep getting the run around. I'm told someone will call me but no one ever does. It's now June 5 and I'm still waiting. read more

Everyone in Tyler hates Optimum (the old Suddenlink). Service is overpriced and very unreliable. With all the fiber being laid and starlink going public, Optimum will be gone in a few years. read more

Run far and fast from this company. Poor service and bottom feeder customer service. Just the worst. The cheap intro deals that they offer got us but I will gladly pay the cancellation fee to escape this hellish organization... read more

First, their service was unreliable. Second, after my two year contract expired, they more than doubled my monthly rate without notifying me in advance. Third, I disconnected their service and returned their equipment over three months ago, paid my full balance per the final statement they sent, and my credit card statement reflects that payment.. NOW, they are claiming I still owe that amount and are threatening to turn the account over to a collection agency! Worst customer service ever!!! I'd get a carrier pigeon to communicate before I'd ever use Optimum again! read more

Been having problems with my internet for a few months where it goes down almost daily. It was mid day, now it's between 6:30 pm and 7 pm. I called and chatted with customer service and they don't understand or listen to the problem. They tell me I need a new modem but if that were the problem why does it only go down for a short while. I do get text messages saying they're aware of an outage so that tells me it's not my modem. I've tried to get an email address of someone in management but to no avail. The only way to contact them is through their customer service number or chat and that doesn't work. read more

Our internet comes and goes and can be very slow. If I called "Customer Service" every time I had an issue, I would never leave the house. The cost is ridiculous, and Customer service is lousy. I was having a LOT of cabler issues a couple of months ago. Each time I called, I was sent to a call-center in INDIA who were of no help AT ALL. Brightspeed recently connected in my neighborhood. Fiber-optics at 60% of what I've been paying Optimum. Cleartly they don't care because they're still charging a king's ransom for lousy service. read more

Do not sign up for Optimum internet in Tyler. My Optimum internet is not working. I spent 30 minutes on a "chat" and one hour on the phone with an Optimum associate. The associate believes it is a wiring issue that will require a tech to visit. Anticipating this, while on chat I was given a July 31st first available time slot (today is the 28th). The associate could not find the chat, so the earliest she could schedule a tech is August 1st. So, now I will be without internet until Thursday. Working from home makes this unacceptable. Consider yourself warned. read more

Optimum - Internet Service Providers Near Me - Tyler, Texas

I have been a customer for over 25 years, owning three different homes in the area. Every year when they raised my price, I would call to see if I could get a discount and they always told me that there was not an offer available. I finally changed my service and when I called Optimum, they were trying to offer me great deals. Too late! It was extremely hard to cancel my service. Never again. read more

Avoid this company. Internet is down at least once every two weeks in the morning sometimes more frequently currently down again and I cannot work online. My understanding is AT&T is going to be offering services in this area. read more

Honestly terrible service, my elderly mother was paying close to $200 every month and when she tried to cancel they kept her on the phone for over 40 minutes continuously offering new deals and repeatedly asking why she wanted to cancel (after she already told them why multiple times). Overall the customer service is quite awful and they should be ashamed of how poorly they treated her. read more

This company is horrible. I talked to 3 different people to try and get my service disconnected and they were relentless in their attempts to get me to stay. They were charging me 160.00 a month just for internet service for years because they were the only option in my area. When I called to cancel they said you can have 3 free months and then 30.00 a month. I still do not know if they disabled my service so I took my equipment to the store for return and the people working there were so loud and clowning around. At least I got a receipt. I have never seen such an unprofessional company this large, they definitely need competition! read more

Switched back to optimum today and this is my second or third time dealing with Jackie Carreno by the location off Broadway and Rice road. She is so sweet, professional, and just great with customer service. I'd like to praise her and if you're looking for great service with in this same company ask for Jackie. Thank you!!! read more

If I could give this company no stars I would - SCAM SCAM SCAM!!!! Do you use this company for your internet or phone services. I called to cancel my services, as I have never use it and have been paying almost $50 a month, and when I asked to simply rebate or waive my bill because I have never used the service or data they wouldn't even try to see and gave me excuses on why they couldn't. Instead they kept pushing and pushing to get me to upgrade (meaning pay even more money) and try to sell me discounts on other services. The people are a true scam company and not worth doing business. Go with the bigger providers because if you ever have a problem they can help you! Something as simple as canceling my service took over an hour as they spent 80% of the time trying to sell me more! STOP GIVING THIS COMPANY YOUR MONEY! read more

Horrible customer service!!!!! Beware of what they promise you. I was promised a $200 gift card to be paid after 3 months. It had now been 6 months and still no card. I have made way too many calls and spent way too much time trying to get anyone to help me. Everytime I call the first person I talk to says there is nothing in my account that says I'm getting the card. Everytime I ask to speak to a supervisor and they miraculously find that yes I am to get the card and they will send it to the correct department so that I will get it. Yesterday I think I finally got the right person because I received an email saying that I will receive the card in 6-8 weeks!!!!! They really make you work for what they promise !!! read more

I also wish I could give a negative number of stars. I don't have an issue with service. My issue is with the deplorable customer service. When I called to disconnect, it took two calls before someone would enter my disconnect request. I was told at that time that my service and billing would end on 3/24 which is the end of the billing cycle. I even have an email stating that. But, my service was disconnected sometime between March 3 and March 10. No one is able to give me an exact date. Here is where I have a problem. I was told by billing supervisor, Pamela, on March 14 that my last bill would be prorated due to the early disconnect of the service. Today, however, I was told today it was against company policy to prorate bills. So, I was given different information and no notes were in my account. Optimum needs to change their policy, it isn't right to take money when the service was not provided. They also need to do better training for their billing and customer service reps. read more

Horrible service. I lose Internet service at least once a month every month. Going to be changing services to a different company soon. Complete waste of time and money dealing with this utterly asinine company. read more

I feel completely stuck, countless calls countless people coming out and still my wifi is running 11 mbs, it's like they are taking my money and having a blast with it while I struggle. optimum in Tyler has to be studied read more

Optimum - Internet Service Providers Near Me - Tyler, Texas

optimum servive out again. We're lucky if we get service one month without some downtime. The local Optimum office doesn't have a phone number so one is forced to communicate with an AI voice. that is Optimum's idea of customer servicr read more

WORST SERVICE I HAVE EVER EXPERIENCED!!! Find another company. Optimum is terrible.. I work from home and our internet goes down every day!! EVERY SINGLE DAY! It has gotten to the point that I can't take it anymore so we called today and my husband and I have been on the phone with them for over an hour and a half and they will not let us CANCEL!!!! WE are done!!! read more

I had Optimum Internet in Arizona - the service was fine. When I moved to an area without their service (in Texas), I cancelled. I was billed again and had to go through the phone hassles saying I'd cancelled the previous month when I moved. They verified the service was not being used. It was a pain but I thought that would end it. Two months later I get billed for a past due amount... they're giving me a chance to fix it before going to collections. Well how nice of them . If you're considering to sign up with Optimum, know in advance they are not... at least when you try to leave. read more

If I could give zero stars, I would. BEWARE. THIEVES. NOT SERVICE. We signed up last year as our only options were Suddenlink (now Optimum) or satellite for services. We went with Suddenlink (now Optimum). We lost service for a week at a time. Takes days to get a contractor out (they have ZERO staff, all contracted agencies), and even had me drive in to Tyler to pick up new equipment when I stated that was not the issue and wasted 1.5 hours out of my work day. I was working at home, so being without service for a week at a time makes it difficult to earn my income. Their solution was to give me a $15 credit. (yep, fifteen dollars) This is for being without service 25% of the month. On numerous occasions. All the while every call states a non-apology attempt, but really actions show the truth. When we cut ties, I was told by 18 different representatives to wait until mid month the following month for the pre-rated credit to be applied for the 10 days of service we did not use or have. I was then told by representative 19 today, that I had to had paid the over charged bill in full to then have a pro-rated credit issued. So, basically lied to by 18 people in order for them to get an additional late fee out of the deal. Hope they enjoy the 10 days and the late fee - I will now be very loud about my experience and steer everyone very clear of Optimum (and any future name changes!). I can now see why they changed their name. Bad reputation and can attempt to swindle others due to a different name. read more

If I could give this company zero stars, I would do so. Absolutely horrendous customer service. I tried to get service installed back in March of 2025. They said I was too far from the nearest connection point and they would submit a request to have a connection installed closer to my home. It has now been 90 days and I have heard nothing. Every time I call in, I get someone from a foreign country who just tells me to wait patiently. I was charged $50 and I have gotten absolutely nothing. I can't create a login ID because I don't have active service and when I call in it says that I have a $50 credit on my account, which does me no good because as near as I can tell, I will never have active service. If you are considering Optimum, my advice is go with ANYONE ELSE possible. read more

The worst!!! Been with them for 5 years. Because I have no other options. Had to drive 30 minutes last Tuesday to get a new internet box Because no continued service. Was told easy sit up lies! I have spoken to 18 different people as of today. (No one speaks English that is understandable) now I just got a call to confirm my service appointment for tomorrow and they said it's an $80 fee. What 1st i have been paying 7.99 a month for service calls for 5 years now. Check the customer's account before calling. Now that I do have a service its funny all of a sudden after almost a week & a half of no or little service I see a service truck driving up and down my road. It's laughable. They are the most money hungry non carrying company. Can't wait to get other internet/cable options out here!!! Hate hate hate! read more

Suddenlink was almost perfect if you had a problem they would stay on until they fixed it. since Optimum took over service has gone down watching TV some you get a good picture and then sometimes you don't but saying all that is bad now which was great with Suddenlink, Optimum is still better than Dish and DirectTV read more

AT&T is not down in Nacogdoches but Optimum has been for two days. I am a Stock Broker and cannot conduct business without internet. At home no internet means no TV, and can ot log into our security system. These folks charge way too much for the internet service they provide and I will be looking at AT&T and others in the area. read more

Extremely awful service. Techs are absolutely rude, their customer service is terrible! The service itself was consistently going out and they never have technicians available to fix it and set appointments out a week and a half, not acceptable when people work from home and need internet. read more

We sold our home in Hollytree and bought another close by. I called Optimum and ask for a transfer on the 28th of the month. Set up a time between 2-5pm for the new home. They cut my cable,internet on the 20th. Eight day pryor because this is when the new bill generates its their rules. I was not told any of this when, I made the call for transfer services on the 28th. I'm taking all equipment to Optimum and do not recommend this company. The employees are out of the country and terrible communication. Hopefully we will get a qualified cable company local. If,I could of left zero stars I would have read more

Waited for them to open this morning (20 degrees outside) in line with a handful of customers. Employees inside can't get the lock to work, saying the power went out. After asking what they would do in case of a fire, we were told they could get out, so no worries, service is per usual. . This platform won't let me give zero stars. read more

After three weeks of no service and four service calls with no fix I ask them to turn off my service. The next month they took another $43.54 out of my account. They have refused to refund money. Very rude. I had to cancel my bank card to avoid additional charges. I would not recommend this company to anyone. read more

IF YOU WANT TO GET RIPPED OFF BY THIS MONOPOLY SIGN RIGHT UP!!! They are more than happy to charge for services never received and not reimburse the customer. As soon as I can find another internet company I'll be happy to never give this company another dime. They are just awful!!!!!! read more

The response to this complaint is standard boilerplate, only posted by Altice/Optimum because it gives the optics of customer support. I have reached out to the email address provided and received no support whatsoever. Based on their generic response and email conversations, the company employs dozens of people who do nothing but send non-helpful emails to legitimate complaints - and what kind of a company has to do that? One that cares nothing about its customers. read more