Passable internet, high prices, horrendous customer service
We have had Optimum service since it first became available on Long Island. It has generally functioned okay, but any dealings with customer service or tech service has been an absolute nightmare. Our most recent experience was especially challenging. We have moved to a different state and needed to cancel our service and return the equipment. I went to the Port Jeff Station location and they refused to accept the equipment back unless I called the Optimum number first. Four other people were in the same predicament that I was. They had in stand in the lobby and call the phone number. The person on the end of the line refused to cancel the service because it had my spouse as the primary person on the account. She kept asking for him to be put on the phone or call them himself even though I explained he was currently on an airplane. I asked to speak to a supervisor and they said there were none. After 30 min, I gave up. The Port Jeff location still refused to allow me to give them the router and cable box. (There was no supervisor there either and they said that person only works on Thursdays.) As a result, I had to bring the router and cable box to the state where I now live, spent another 30 min on the phone, and now I have to ship it back to NY. The customer service rep obviously had a script to follow because he kept offering special deals to keep my service no matter how many times I said I had moved and want nothing more to do with optimum. He was planning to send me the packing slip information to the optimum.net email address even though I would no longer have access to it! Once he finally processed the cancellation, he offered a special offer for mobile phone service. When the call finally reached it's end, I had to officially say that I wanted the service cancelled. Then he told me it would stop at the end of the billing period, so Optimum is charging me for 2 weeks of service that I'm not using -- a final way of overcharging and scamming customers.
Reply from Optimum - Port Jefferson Station
Hello, Laura. I’m very sorry for the experience you had. That’s not the level of service we aim to provide.
For security purposes, cancellation requests do need to be completed directly with the account holder. Once a disconnection is scheduled, the service remains active through the end of the current billing cycle. You can find more details about this in the disconnection policy on your Optimum statement.
If you still need help or have any concerns about the account, we’re here to assist. Please email us at BrandReviews@optimum.com, and we’ll look into this right away. ^Juan