Optimum Customer Service Issues

This issue regarding the Wi-Fi service at [redacted] Canyon Blvd. #36 in Mammoth Lakes, CA has been ongoing since last Thursday despite attempts to resolve it. I've already contacted Optimum support, and they attempted to reboot the modem through a robot interface, which did not work. The current resident also spoke to a live employee who determined that a technician visit to replace the modem is needed, but the visit could not be authorized. I personally requested the visit today, but the three codes provided were not recognized, leading to a disconnect in communication. I urgently require a service technician to visit the location and rectify the Wi-Fi issue today. Your prompt attention to this matter is greatly appreciated. Thank you, C.D.

My friend accidentally blocked my phone number from her landline. I used to call her without any issues, but recently her phone started rejecting my calls with a message about smart call blocking. She is elderly and gets confused easily. She might have pressed a button on her phone when she mistook my number for a solicitor. When she gets calls from my cell phone, it shows as a wireless caller. I don't believe my number is blocked on my end, and I am not sure how to unblock it if it were. She may have blocked my number to avoid spam calls but doesn't remember doing so. I prefer speaking with a representative for assistance and may not check emails regularly due to receiving a lot of junk mail. Thank you for your help.

I've been trying to get a phone number transferred from my elderly mother's home to my service since January 1, [redacted]. Despite contacting customer support, we've faced multiple issues. After a technician visit, our phone and internet were still not working as promised. Attempts to reschedule appointments have been unsuccessful, leading to multiple missed workdays. I've requested to speak to a supervisor but have been unable to do so. I am baffled by the lack of communication and accountability in this process. If there's any way you can assist, please reach out to me at [redacted] or via email at [redacted] Thank you.

I have been using Optimum for about two months now after switching from AT&T where I was a customer for 5 1/2 years. However, since getting Optimum, I have faced numerous issues. I signed up for the package that includes 3 months of Showtime, but I have not received any information on how to access it. I have called multiple times without any resolution. I am considering switching back to AT&T or another provider. I have been on lifeline/ACP for years, and I have never had to wait so long for a service to take effect. This delay seems to be related to the $[redacted] Visa offer, which I won't qualify for if I can't pay my bill due to being on lifeline. I am frustrated with Optimum's lack of communication and service. I have not received the free Showtime or the $[redacted] Visa as advertised. I am looking for a trustworthy provider who can deliver what they promise. Can someone please assist me with accessing the Showtime I was promised? - Robin M.

I am concerned about the recent increase in my bill charges for internet services. I recently returned my old router and modem to receive a smart router. I did not request service protection and would like it removed from my bill immediately. Could you please explain the $10.00 gateway charge and the Network Fee? As a senior on a fixed income, I am hoping for a special offer or a more reasonable price, as it seems like everyone I know pays less for the same service. My bill has significantly increased in the five years since I moved to my apartment, despite consistently paying on time. I would appreciate answers to my questions, removal of the service protection, and assistance in finding a more suitable payment arrangement. Thank you for your anticipated help. Regards, K. DeRocco

I recently had Optimum installed, but the technician only activated one of my phone lines without informing me. The next day I realized the issue and called Optimum to schedule another technician visit to activate the remaining lines. I am now being charged $80 for a wiring charge due to the incomplete job of the first technician. I'm frustrated that I have to pay for a mistake that was not my fault. I hope Optimum can rectify this situation and provide a fair resolution.

Hello! I'm seeking urgent assistance as I've made four unsuccessful calls already. On March 9th, my channels mysteriously stopped working beyond channel 13. Instead of my regular programs, I receive a message stating "We appreciate your patience - we'll be back in a minute," which never changes. As a loyal 82-year-old VIP customer of Suddenlink for many years, I'm troubled by the lack of service. Despite my efforts, I am unable to communicate effectively with customer support as calls get disconnected or I am transferred around. I urge for a resolution as I have faithfully paid my bills, now expecting the service to be upheld. What has caused this disruption to my channels? Thank you, Carol.

Before, I needed two remotes to control my HD TV - one for the TV and the other for the channels, with a third remote for the DVD player. A Cablevision technician came by recently and set it up so the Cablevision remote handles everything for the TV, but now I can't get the DVD player to work. How can I make the DVD player play on my TV? Thank you, Frank V.

A few years ago, Altice mistakenly signed me up for cell service without my permission. I only realized this when I received the bill. Despite numerous attempts to rectify the situation by contacting them, providing evidence that I use Verizon, and receiving assurances that they had removed me from their service and that I wouldn't receive any more bills, I now find myself facing a collections bill from Suddenlink/Optimum. This is puzzling to me since I settled my cable bill with them long ago. I fear this unresolved issue might negatively impact my credit score.

I have been a business customer with Optimum for 3 years. Recently, I noticed a $[redacted] charge on my account in February. This charge surprised me because my monthly bills have never been that high. Despite paying all my bills, except for the $[redacted] charge, my service was disconnected on March 10, [redacted]. I have been unable to reach a representative in person to resolve this issue. I find it concerning that I have not had any service for over 3 weeks but continue to receive bills. I am disappointed with the way Optimum is handling their business customers.

I used to have cable TV and internet for streaming, but I have never received a bill, email, or any communication from them. Suddenly, I was informed that I owed over $[redacted]. They scheduled to pick up the equipment on 4/6/23, but no one showed up. Later, my services were turned off, and now they claim I owe $[redacted] for the equipment. I want all charges cancelled, and I want the equipment collected promptly. Thank you.

I, Kevin Higgins, am reaching out on behalf of my mother, Doris Higgins (Account #: 07[redacted]87-01-8), who is currently in a long-term care facility due to a severe medical issue. We no longer require television, internet, and telephone services and would like to cancel them promptly. As her son and Power of Attorney, I am responsible for handling this matter. You can reach me at PO Box [redacted], Dover Plains, Cell: [redacted], Email: [redacted] Please provide guidance on how to submit the power of attorney documentation and any other required information to proceed with the cancellation of services and the return of equipment. Thank you.

I have been a loyal Optimum customer for many years. Recently, I reached out to them to inquire about reducing my bill as it had increased by $40 from the previous month. During the call, I learned that I could have received a $5 discount if I signed up for auto-pay over the phone instead of online. I am disappointed by this practice as it seems unfair to deceive customers and take their money instead of providing the promised discount. In my situation, Optimum is making $25 instead of offering me a $25 discount, which is upsetting. It appears that they are prioritizing profit over customer satisfaction. I hope this feedback reaches the company, although I doubt they will alter their current approach of mistreating customers.

I recently lost access to Court TV, one of my favorite channels, without any prior notice or explanation. I've been trying to reach a customer service representative through your phone lines but have been unable to connect with a live person. Instead of Court TV, the channel has been showing cowboy movies, which are not of interest. Can you please provide a way to access Court TV without changing providers? Thank you, Marian S.

I have a Samsung Galaxy A11 and recently added my fingerprint for security. This morning the phone asked for a password without specifying if it was a pre-existing one. After trying to create one and entering the network and account passwords - all of which were rejected - I am now completely locked out of my phone, which is crucial for my business. If someone could contact me at [redacted] with directions to resolve this issue, it would be greatly appreciated. Thank you for your help. - Susan M.

I contacted customer service on April 17th to reduce my internet speed to [redacted] MBPs and remove HBO, with a quoted price of $49.99 before taxes from Ashakay. Confirming the changes due to past issues, I was promised the adjustments were made and received a promotional $15 discount from Kimora, lowering my bill to $34.99 before taxes. Shortly after, my internet speed was reduced following a restart due to a text indicating a higher auto payment amount of $59.41, but $88.41 was deducted. I am seeking clarity on the billing discrepancy, anticipate a correction to my bill, request a credit to my account, and am looking to uphold the $34.99 monthly charge from Kimora on 4/17.

I have encountered numerous issues with Optimum ever since they transitioned to fiber optic. There are unauthorized charges on my bank statement for services I did not request, like Optimum Mobile, which I have never utilized since I have been with Tracfone for over a decade. I am looking to discontinue all services apart from internet and wifi, and receive refunds for all the unauthorized charges. Today, Optimum debited $[redacted].69 from my account, even though my usual monthly bill is only $[redacted].00. Why the discrepancy?

I sent a group text to about 20 recipients with a question. One person mentioned not getting the email initially. Another person had it bounce back on the first try but sent it successfully the second time. Lastly, a recipient received my email but when replying, it bounced back. We noticed my Gmail address instead of Optimum in the email's fine print footer. My computer support provider, separate from Optimum, couldn't identify the issue. They usually resolve my concerns successfully. Any assistance would be appreciated. Pam

My cable box is currently without power. I swapped it with a different box to confirm that it was indeed an issue with the box itself. When attempting to get assistance by calling the customer support number, I was informed to try again on Monday due to high call volumes. I then tried the live chat option but was asked to provide a credit card number for a $46 monthly service fee, which I don't have. The problem lies with the equipment, not on my end. I will reach out to customer support again on Monday and I plan to lodge a complaint with the Public Service Commission.

I am experiencing an issue with Optimum. They owe me a refund of $[redacted].01, and have provided me with a debit card. However, they did not include the pin for the card. Despite managing to use most of the funds without a pin, I have encountered issues when using it recently. Optimum has been unhelpful, suggesting I contact my bank (which is irrelevant) and a website on the card. Despite multiple attempts, I have not been able to obtain a pin. I am frustrated and uncertain about how to proceed in getting a pin. I had hoped for a refund check instead. Can anyone advise me on how to obtain a pin for the Optimum debit card?