I live in Carteret and switched back to XFINITY after having Optimum fiber installed. Anyone who lives in Carteret have they fixed the issue of disconnects.

Just curious.

I was initially going to move to a new apartment and had signed up for Optimum. Due to an issue with the apartment, I ended up not moving. I called to cancel before they even sent the equipment but they sent it anyway. The day I received it, before even setting up, I called to cancel again. The person on the phone confirmed it and I returned the equipment in person at a store. Fast forward a month later to yesterday and they charged my bank account. I call them and they confirm they cancelled it and removed my bank and would issue a refund. They said I would receive an email to confirm both after an hour on the phone with 3 different departments that all said they could only handle one thing at once (cancellation, refund, changing my account payments). Never got any confirmation and don’t want to get charged next month either. If I were broke, I could have overdrafted or not had enough to pay other bills. Filed an FCC report and still nothing.

Any recourse?

I'll try to answer your questions after the end of my shift.

Trying to cancel Optimum internet has been the worst experience I’ve had with any provider. Because so many people are having the same problem, I thought it would be a good idea to bring this issue more attention with a petition.

Like modern competitors, Optimum should offer a fast and easy process for cancelling a subscription. Users shouldn’t have to file complaints to the FCC to get it done.

Let’s all demand a clear and easy process for canceling a subscription! Hopefully we can make a difference and improve quality of life for all those who’ve been financially hurt. (or had to listen to pop goes the weasel on repeat for six hours on the Optimum helpline!)

I spent almost 30 minutes on the phone with them last month and was given a set price for the next six months first month. It was prorated which is good and then the next month I got the price I was supposed to. Then this month it shot back up. I called them and they keep me on the phone for another 30 minutes to tell me I was right I was promised that price and I didn’t receive and told me they had to escalate it and will send me an email…… I have to wait for an email to get this settled. It is ridiculous so while I wait for this email, I am pricing out other companies and by the time I get this email I will be canceling.

How is a company run like this? It’s insane. I have used them for 10 years and they finally pushed me far enough to cancel..

Im really just baffled and confused rite now. I wanted to sign up to get $10 off using auto pay. However, I usually pay my cable bill the beginning of the month before the actual due date. I simply wanted to ask, If I pay the bill early, will it still take money on the drafted autopayment due date. When I asked to speak to live person, it said "We can transfer you to a live representative for a $5 FEE"!!!!! What kind of bullshyt is that????? Does anyone know if it will take money twice? After this, I really dont want to bother.

My lil AI buddy, who has been helping me through a HELLACIOUS cancel experience, hit the nail on the head quite well, so here's a freebie for you, Shuvankar Roy, Executive Vice President and Chief Customer Experience Officer at Optimum/Altice USA

"The customer-retention lesson they ought to care about: You weren't cancelling because Optimum cost $X and AT&T cost $Y. You weren't cancelling because of an outage they could fix. You weren't even a retention opportunity in the first place.

You had no need for Optimum service. Zero. And you told them that. Repeatedly.

There is no discount that fixes that equation. Five months free doesn't fix it. Negative pricing wouldn't necessarily fix it.

And yet their retention machinery took someone who was basically a neutral departing customer— and seemingly worked very hard to manufacture someone who told them outright at the conclusion of the process:

“It is now my mission to actively warn other human beings not to EVER become your customer."

What's more, the system guaranteed a non-returning customer, and sold that person on knowing, if circumstances change someday and I need an ISP again, it will not be Optimum.” No matter the pricing, no matter the speed, no matter anything in the service offer itself. The company itself is what makes the service unsellable."

Like, it doesn't take a rocket scientists to sort out that the fiscal impact of leaving all past customers not just unlikely to use your service again, but making them passionate ambassadors of the utterly criminal and willfully inept standard operating protocol of your teams is not in your company's best interest-- No $65/month customer is going to markedly increase your bottom line-- Everybody actively hating you will. (Have you ever heard of someone here saying, "I tried to cancel, but they well beat out AT&T on speed, cost, and service, so I am VERY glad Eric operator TR4 offered me such a wonderful deal!"?)

Like I said... PASSIONATELY advocating against your company.

I've been using Optimum internet for a few years now. Generally no complaints with service. Just yday I contacted their online support to replace a dying router and the rep tried hard to upsell me on an internet/mobile combo deal. Basically what he offered was

1. 500 mbps optimum internet for $10/mo (reduction from the $60/mo I am paying right now)

2. Unlimited optimum mobile for $25/mo

3. I would have these prices locked for 5 years.

Now that's a pretty good offer on paper, since I'm paying about $60 for 300 mbps internet alone. My phone isn't compatible with eSim which is needed for optimum mobile (and the deal), so I asked if I could finance a cheap one, which he said I could for $5/mo for 36 months.

Again, still not bad, because the total comes to $40/month so I would be saving money while also having a backup phone. So I went for it - had to pay $40 for delivery of the phone which is acceptable.

Then I found this subreddit and everyone is saying optimum mobile is a scam? What's the catch exactly, what should I expect to happen? Because to me it seems like a net win even if I never touch the phone plan at all.

Hey everyone, I am coming to you all for some advice! My friend is a door to door salesman for optimum and was recently placed on unpaid administrative leave, pending the internal investigation.
He was paying customers $25 pay in advance to help drive sales for himself. The question of ethical sales is neither here nor there but is it legal to withhold previous months pay & commission with no clear path on whether he has a job or not?

Any and all advice is welcome. Just feels reaaaaaaaal shady.

Hello just lost internet, anyone else in Monmouth county loose it as well?

every month i get billed on the 24. i went to the local store on the 14th to cancel and return my equipment. guy at the store says i have to call to cancel first before he can take my equipment. first customer rep lied out of his ass saying he cancelled it. guy at the counter says my acc still shows as active. called back the second time and it took 40 minutes and the guy at the counter taking over my phone call to give the woman on the phone hella attitude for her to actually cancel.

i received a confirmation email on 8/14 that equipment has been returned. Optimum emails me on 8/15 saying they’ve received my request to cancel and my service and billing will end 10/16. now what the fuck are they charging me for from now until 10/16 if i already turned in my equipment and have the receipt for it.

going to give them a call tomorrow before they try to scam me out of 2 months of billing 😀

would appreciate advice on how to make them send me an updated email that states my service has already ended… BECAUSE THERE’S NO EQUIPMENT SO OBVIOUSLY IM NOT USING THE WIFI

Horrible, had terrible service and was wanting to switch. Took 38 minutes on the phone and two salesman both constantly trying to persuade me to stay , putting me on hold for no reason, to get my transfer pin. They argued with me and wouldn’t listen , horrible way to conduct business !!! Zero stars stay away!

If you call and say you want to cancel enough times, around the one hour mark, they will offer five months entirely free, internet AND mobile (I am not even signed with them currently for mobile) and $65/month thereafter for everything locked in for three years.

And, amusingly, the guy kept saying "No contract. You can cancel any time!" Can I, though? Can I? Let's sign me up for it and cancel right away. Now. Today."

Mathing it out like that makes me realize how truly, deeply people must loathe this company that even an offer of $3,150 hard, cold cash-money to stay is a "hell no."

Also, anyone know the magic words to get them to actually cancel? I have the "Per California Business and Professions Code section 17602(e)(1), once I state my intention to cancel, you are required to promptly process the cancellation and may not obstruct or delay it. I am stating now that I want to cancel. Please process the cancellation without delay" script.

Anything else to do/say?

I was persuaded to try out Optimum Mobile by a sales associate/retention person several weeks ago. The representative, at the time, said this would absolutely be "risk free", cancel anytime, etc.... I read some horror stories on here so I was a bit leery but the representative was very persuasive. Well, what I found out earlier today was, during the process, the sales representative set up a FAKE email account that I/we had no idea even existed. When I/we received the mobile phone a couple weeks ago, I noticed the phone wasn't really that great and decided to cancel.  Again, “risk free” was the term the sales representative stated.  So, I called Optimum Mobile late last month to cancel and the representative said they needed a "pin" to begin the cancellation process (which we didn't have since the FAKE email was unknown at the time). The representative also couldn't send a pin via the phone I/we were calling with since we were calling from a landline and the only other phone on record was the inactivated phone.  So, at that point, we were just “spinning our wheels”.

2 weeks or so passed and I finally had some free time to go to an Optimum store to see if they could help. AT THIS TIME, the store representative asked if we knew about the email account on file. Again, a totally BOGUS/FICTITIOUS email was in the system. It was created the same day we were persuaded to try out Optimum Mobile. So, VERY strong evidence the sales representative either purposely entered this fictitious e-mail or simply messed up (since I provided my real email account several times during the initial call the day I/we decided to try out the service; then had 2^(nd) thoughts).   

So, I/we thought we were getting somewhere and making process regarding cancellation. The store representative stated they couldn't take the unopened phone back and we had to call Optimum Mobile again to get a return label. This time, the CORRECT email and back up number were in the system as opposed to the fictitious email. However, the phone representative stated since it's now been over 21 days, a $194 “termination fee” needed to be paid PRIOR to providing a return shipping label.  Well, that was a shock. 1st, that was the first time I heard of a 21-day time period. 2nd, the whole reason I couldn't even log onto my Optimum Mobile account by any means (web, via the phone, etc) was the original sales representative set up the fictitious email account and I/we never activated the mobile phone.  I am believing more and more this representative purposely did this just so I/we would miss the 21 day return period.  Again, I/we BEGAN this process 3 days after receiving the phone so roughly 1 week since the initial Optimum Mobile discussion with the sales representative. 

So, we're now in "limbo". I stated I refused to pay the termination fee (since I haven't even opened the phone and it was NEVER stated there was any type of fee within 21 days of receiving the phone) and stated I would refuse any further charges on an unused phone since Optimum won't cancel the service (on a CC that is getting auto billed every month; another authorization I never gave).

Talk about a VERY predatory company. Just telling my story/situation so this doesn't happen to anyone else. I will be filing a FCC complaint as well.

You guys are absolutely the worst charging 160 for cable. Its just a wifi add on box that goes out everytime your wifi does. You charge your customers of years these insane prices and show them commercials of their same service for 89 bucks.