Optimum

When you are going to bring my internet modem
Feb 22nd, 2024

Jan 19th, 2024

Dec 27th, 2023

I'm not sure where they get their customer satisfaction numbers from, but we sure aren't satisfied. When we first got our service, they rescheduled our install twice, then didn't even give us our phone number before the tech left. Great start, nothing but problems since. Three calls to get a working remote sent to us within 3 months of starting our service. And you don't dare use the home phone we pay for, because the connection probably won't last long enough to finish the call. Our internet went down in May, tech came out lickety split, found two breaks in the external cables. He put in a work order to have both fixed, and did a temp fix by running a line across our driveway. With the reassurance that the team would be back within a few days to perform a permanent solution, we were told to make as few trips up and down our driveway, to avoid driving over the cable as much as possible. The first team came out the following business day to fix one break (up on the pole). The second team finally showed up a month later, but didn't have the right equipment, so they told us they'd be back. TWO months later, we still had a cable across the surface of our driveway, and customer service tells me that I have to start all over with a new tech call, assures me that they'll have someone out that day (a Sunday), then.. Oops. No one's available (big shock). Let's schedule for Tuesday (4th of July? Really? Okay). 4th of July, voice mail from Optimum... oops, it's a holiday, we don't have anyone, please call us back during regular business hours. Called back, scheduled another appointment. Got a confirmation text with the date and time. Got a voicemail saying that they show the problem resolved. (Nope. Still have a cable across my driveway). Confirm appointment again. Morning of the appointment, text message - techs on his way, please have an adult present. Appointment time comes, goes, I call Optimum. The appointment has been rescheduled. Without talking to me. Talk to CSR, who tells me the appointment was never scheduled for the date and time I GOT 3 MESSAGES CONFIRMING. Got told the problem appears resolved. Asked to talk to a supervisor, get put on hold for 5 minutes. CSR comes back to tell me she's located a supervisor, and I'll be transferred shortly. My internet goes out. I don't get their call back. I don't seem to have an appointment anymore. I am paying $200 a month for unreliable service, and I have to wait to get some sort of billing credit until after THIS tech comes out, but they keep rescheduling, keep saying the problem is fixed. If you have an option to this company, use it. Or throw good money after bad, with zero compensation and ZERO customer service.
Aug 11th, 2023

I was using it for school, was doing online school, and the INTERNET CRAPPED OUT. In May, it cut out completely, so we went to get it fixed. IT IS JULY, AND WE STILL HAVE A CABLE ACROSS OUR DRIVEWAY, WHERE WE HAVE TO GO ACROSS TO GO TO WORK. Horrible customer service, they hang up on you. If they weren't our only choice, we wouldn't use. I would give negative stars if I would, but Google won't let me.
Jul 13th, 2023