r/OptimumOfficial

My grandma has a landline phone from optimum and it’s gotten two calls from what it says is optimum. It is a pre recorded message that says it’s for a woman that I don’t know saying to check the bill balance online. No website is listed to go to or a phone number to call back at. No way to reach a human being. The message just repeats itself over and over.

This is customer feedback on your activation process for customers in rural areas.

I have requested internet in a remote location where I don't have mobile data.

I connect the modem, power it on, it gets a carrier and starts to propagate Wi-Fi signal (but of course no internet connectivity, because it isn't registered yet).

The only step left is for me to register the modem.

To register the modem, you want me to scan a QR code that guides me through a system of web pages. That doesn't work for me, because there's no mobile data service in the area. I normally run a cell booster, but that needs wired internet itself.

So I call customer service with the tiny sliver of mobile, voice-only service I have if I stay in front of the house, outside.

The voice menu is atrocious. I had to call back 5 times to get it right.

For verification, it asks me my PIN. "If you don't have the PIN, just log into your account" - which I can't.

After a lot of zeros and hashes I manage to circumvent PIN verification and get to a human.

The operator (who was nice and professional) needs the MAC address of the modem. He suggests I take a picture with my phone.

That's impossible: I can't walk into the house with my phone, or I'll lose mobile service and the call will drop.

I end up begging the operator to stay on the call, I leave the phone outside (hoping it doesn't drop the call), and walk in to get the number on a piece of paper.

Success. But it took 50 minutes to do something that would normally take a minute.

My feedback is that you need to think of a different process for rural areas.

Moreover, the entire registration seems very unnecessary because you already have the serial number of my modem (you are the ones sending it to me) - so you already have this information.

Canceled Optimum because I'm moving somewhere where there is no Optimum. This was back in early May. Never got an email re: cancelation. I called again and they assured me it was canceled and provided me with a cancelation number. I returned the equipment the same day I canceled the account via Fedex (on May 4th). I was assured I wouldn't be changed anymore. Lo and behold - today - I receive a text saying my statement is ready for $236!! I can't go into my account because they've turned it off. I called on the phone line associated with my former account and and automated voice said the charge was due to equipment not being received and said that when it is received - there were be a credit. Today is June 6th. Again - I canceled and returned the equipment May 4th. I have the Fedex info.

Are they that backed up with returns that we're being asked to PAY after canceling? FEDEX tracking confirmed it was DELIVERED May 5 at 11:02am.

I've called my bank to block any charges going through. I'm not paying for service I canceled a month ago. I was waiting for something like this to happen. Has anyone else had this issue? Should I just wait it out? I can't get anyone on the line now.

I was on chat for an hour talking to a rep about getting a new router.

"Sure! I can help with that. One moment."

After an hour of "please be patient, I am getting it taken care of on my end," I'm told that they can't ship a modem/router to my address, that I have to go to the store and pick one up. Sounds great.... except that the closest store is 75 miles away.

I'm paying 100 bucks for 1Gbps speed and I'm getting less than 20mbps and paying 15 bucks a month for this turd of a router that I can't even change the password on much less manage traffic on.

I've been an optimum/suddenlink customer for 12 years. Would I recommend optimum to anyone? Maybe if my worst enemy was needing to use google to get hold of poison control, I might recommend it to them, but even then, dealing with Optimum customer service might be more torture than I'd wish on anyone.

Hi, 1st time post. I hope I can get some help. I purchased a new modem (aaris g34) and tried to get it registered. After speaking to live people and texting through customer setvice (about 6 people in total) someone called me back who was from advanced technical support. After trying to register my modem, she told me there is a scheduled outage in NJ, and they are not registering any new modems now, whether I bought it privately or through Optimum.This doesn't sound right. They did thank me for being a customer for almost 30 years though. Can anyone out there help me register this modem?

I was told that if I dropped off my Optimum issued cable modem - to the optimum store - The optimum employee said that I would receive a $15 a month credit for using my own cable modem. So the next month I get a partial credit - because I wasn't using my own modem for the entire month. All good so far. Then the next month comes and there is no credit for no longer using Optimum's cable modem.

You call and you get an endless run-around. Nobody, and I mean nobody, can explain this. The rep said "well you got only a partial credit because you only used your modem for part of the month" - YES - That is TRUE! But then how could it possibly be that next month's bill was HIGHER than the last month's. If you receive a partial credit, the next month should be even less, because you are getting the full month's credit. Instead my bill went up with no explanation as to why the "bring your own modem credit" went away.

Then they want to know what day I returned the cable the modem, and at what time....I mean come on, the employee scanned the UPC code on the modem that I handed him and he said, "You're good." - Do I need a paper receipt? - "No you're all set." So now they want to know the date and time of when I dropped off this cable modem. THE UPC code was scanned WHY IS THERE NO RECORD OF THAT IN "OPTIMUM LAND" ???

While I'm at the Optimum "store" this woman told me that it took her 9 months to get the credit for her mother who died and was owed a credit for the partial month of the month she died. I'm STILL trying to get that. They told me that I had to call this "Gift card company". You call the "gift card company" and the first thing you are prompted for is "the card number" - I don't have a card......<disconnect>

Why is it ALWAYS so difficult to get a simple bill resolved? Why can't it just be escalated to someone who could (and should be able to) sort things out.

Why can't a partial month refund just be issued? Why does it have to be this song and dance and never receive it? What other company acts like this - and is still in business?

And why does the person ask if you "is the correct number to contact you in case we get disconnected?" - we got "disconnected" and yet she never called me back on the agreed upon number.

Same old story…I signed up for 1gig internet about 6 months ago. Now, my latest bill has increased, because a promotion has expired, even though I was told it was for the life of my account. I’m done with Optimum. I’ll return my equipment later today. So happy to be done with them, after 30 years…