Avoid Optimum If At All Possible
Avoid Optimum if you can! They were the only option in our area for years and they continuously jacked up basic internet prices until they were 4X+ above almost any other market & provider. Other options are now available with more than double the speed for less than 1/3 of the price so made the switch and cancelled my Optimum service... or thought I had...
There's no way to cancel online or via chat so I spent a cumulative ~2+ hrs on the phone with various people. Yesterday I went through the retention dept where I was offered a slightly better deal, then put on a purposeless hold for a while, then offered a slightly better deal, then put on a purposeless hold again... over and over for nearly an hour. They eventually offered faster internet for only 23% of the price I had been paying, but it simply was not worth staying with them. Ultimately, they claimed they had canceled my internet service, but couldn't send a confirmation email until a few hrs later.
I checked my email today and instead of cancelling my service they changed it from 400MB to 500MB and kept it active. I chatted in to confirm my service was indeed cancelled and after a bunch of effort confirmed it remained active, but I'd have to call again to do anything about it. After 10 mins on hold the call was picked up and I described the issue to the agent who listened and then hung up on me. After another call and a wait I got someone who I believe has finally actually cancelled my service and has reported the other issues, but I still couldn't get any cancellation confirmation while on the call so just hoping a cancellation email comes through later.
Being taken advantage of price-wise for years with no recourse was frustrating enough, but this cancellation process and being lied to that my account was cancelled has been absolutely unacceptable. I never write things like this, but wow, worth avoiding if you can. Optimum, you REALLY need to do better... a LOT better.
(Location set to Truckee, CA but never dealt with anyone in the Truckee location outside of an installer many years ago, all experiences were with their corporate system)
Reply from Optimum - Truckee
Hello, Cory. Thank you for sharing this with us. We truly appreciate you bringing it to our attention. I’m very sorry for the experience you had; that’s not what we want for any of our subscribers. We’d like to look into this further and make things right. Please email us at BrandReviews@optimum.com with your account details so we can assist you right away. ^Juan