Optimum Mobile Worst experience
I have had my children with Optimum Mobile for about a year now, and honestly, the service has barely worked the entire time. One of the phones never functioned correctly, even after multiple calls trying to get the issue fixed. Every interaction with this company feels like a battle, but today completely pushed me over the edge.
My first child decided to switch carriers because the cost suddenly doubled when they tried moving their account into their own name. Surprisingly, that process was simple. The representative was polite, didn’t pressure them to stay, and they walked into T-Mobile and got a new number immediately for only $15 with zero issues.
Now came the nightmare!
My other child wanted to keep their phone number, which meant we needed a transfer PIN. Sounds simple, right? Absolutely not. I spent 35 minutes on the phone being constantly placed on hold while the representative repeatedly claimed she had already sent the transfer PIN by email and text message. Guess what? Nothing ever arrived.
Then, instead of fixing the issue, she started trying to sell me on staying with Optimum by offering 50% off for six months. I explained multiple times that I already have their internet service and it is just as terrible as the mobile service, so there was absolutely no interest in staying. Meanwhile, my child was sitting at the new carrier waiting for this transfer code the entire time.
The representative kept coming back saying, “I’m still working on it,” over and over again. She even asked if she could call me back if disconnected. I said yes. I also explained I had somewhere important to be by 7 PM and begged her to hurry.
Instead, she kept me tied up until the department closed. Then she called me back TWICE, and both times, the second I answered, she hung up on me. By then, customer service was closed, so there was no way to call back or resolve anything.
The lack of customer service is beyond unacceptable — it’s infuriating. Customers should not have to waste this much time and energy just trying to complete a basic transfer request. It honestly feels like they intentionally drag the process out to make people give up on leaving.
After this experience, I will absolutely be looking for another internet provider as well because I am done giving money to a company that treats customers like this. I don’t get paid to sit on hold for nearly an hour dealing with incompetence. If anything, I should be refunded for the time and stress this company caused.
Completely unacceptable from start to finish.