I am absolutely repulsed by Optimum. Like everyone else I was with Bresnan. I needed to add a phone line to my service so they had to switch me Optimum. The friendly sales associate explained that I would need to change the channel package that I currently had since Optimum did not have the same packages. No big deal, right? I signed up for a new channel lineup that was even a few dollars cheaper than my current package and added phone service. This was all going ONLY cost me $13.00 more a month on my monthly bill. The sales associate assured me that there were no hidden fees, install fees for the phone line or anything of the sort. The sale associate quoted that the new addition to the service would bring my monthly bill to about $130.00 total with taxes and fees. I naturally agreed. A few days later the service guy shows up and it takes him 3 ½ HOURS to install the new service because he was on hold with Optimum waiting for customer service to help him! I felt terrible for him but he finally finished. The new service has been fine however I have noticed a significant difference in the speed of my DSL. This is all just the beginning. I had trouble with Bresnan triple billing me on my auto-pay each month. It took 3 weeks to work it out and get a credit back to my account. I cancelled the auto pay and went back to paying manually each month since they obviously had too much trouble taking only one payment from me. A few weeks after the last billing issue is when I needed a home phone line and switched to Optimum. I received my first bill and it was $370.51. I was shocked. I called Optimum of course and was fed a line of crap about having to pay Bresnan AND Optimum partial monthly payments for switching my service AND they tacked back on that $215.00 credit that I had been given!! I spent HOURS on the phone with “customer service” trying to explain the issue to the sales associate. She just kept breaking down all the charges. No literally she just kept repeating all the charges and then had the nerve to say “I’m sorry you don’t understand.” I attempted to speak to a manager but the sales associate just kept repeating herself about the bill again and that she would mail me a breakdown. HAHAH!! #1 – the sales associates need to CAUTION people about the “charges” they are going to see on their bill that are completely bogus and be prepared to pay both Bresnan AND Optimum for at least one month and the Optimum bills another month in advance so you will need to pay that as well. I have been a long standing Bresnan customer and I am disgusted at the level of service they are now “providing”.

I have been with Optimum or Cablevision since September 2010. I have had issues with their service but nothing that rose to outrageous like the call I got last night on Thursday, 2/16 at around 9PM. The woman called and said that a previous tenant in the same building owed them monies from two or more years ago and that their were adding this to my account. Sure enough today I went online and Cablevision added $400 to my account. Unbelieveable but true.

We experienced a problem with Optimum when we were misinformed by an Optimum Representative in regards to billing and payments. We were under the impression that we had an additional 2 days to make our payment of 160. (We asked for a 2 day extension) 2 days later when we called to make our payment the automated system reflected that payment was owed in the amount of 320.

We called to speak with a representative to find out what the problem was. It turns out that within the 2 days another bill had generated. The representative explained that it is not Optimum's policy to grant and extension and that first rep may not have had enough training.

At this point it wasn't feesible for us to pay the 320 we only had enough to pay the 160. We have 3 children and alot of other monthly expenses it seems like we can barely make ends meet.

We ask to speak to a supervisor so that we can try to pay the 160 and avoid having our services interupted. We were told by the supervisor that there was nothing that she could do because everything is done by the computer and there is no way they can override it. After about a half hour of my complaining about how I feel as though they are def 100% liable for any information or misinformation given by one of their employees. The supervisor speaks with her manager who tells her that Optimum will pulll the phone record and try to resolve the issue at hand. She informs me that this proceedure should take about 4-5 business days. I felt relieved because I thought that things were looking promissing. Once they pull the phone call they can see that everything is just as we said and we can go ahead pay the 160. go on wiht our service and be find. NO. :(

4-5 days come and go, still no word from Optimum. Around or about the 10th business day we contact them (at this point service had been interupted) The rep that we speak to that day has told us that they still have not pulled the record and need a little more time maybe another 4-5 business days.

From this point we get lots of calls from Optimum. LOL none of which relate to the issue at hand they want payment in the amount of 346.54, not even the 320. that they said was due when we called to make the payment for 160. Imagine how upset this made me knowing that we have been customers for about 2 yrs never missed a payment and they show such a lack of respect, they made no effort to resolve the issue what so ever because they knew that they would be responsible had they pulled that phone call.

I didn't care if it took them 3 yrs to pull the phone call they weren't getting my 320 with out informing me that they pulled that call. It's just a matter of principle. My fiance on the other hand was going through withdrawal from not seeing any ESPN. So he finally calls in to pay the 320 and get it over with. Easy right? NO

They inform us that in order to get the service restored that we would need to pay 550 in order to have our service restored. Mind you we were only interupted for 2 wks. It turns out that they sent someone out to turn disconnect the service from the poll. Why they would do something like that when there were notes in the account that it was on hold waiting for an issue to be resolved is beyond me. I could even understand them sending someone out if it had been a full month without service. It is amazing how a payment of 160 went to a paymetn of 550 within 2 -3 wks. Amazing.

Now even more infuriated than the last time. I ask to speak to a supervisior. Once she gets on the phone I give her detail for detail and explain that all we have been trying to do was make our payment. Even pointing out that fact that if the first representative would have informed us that there was no way possilbe for us to get an extension that we would have borrowed the money in order to avoid interuption. We should not be responsible for reconnection fees and additional month charges. She tells me that everything is run by computer and there is nothing that she can do. Determined to get somesort of justice I continue to talk to the supervisor until we are on the phone now for a little over an hour. She then says she will talk to her manager. When she returned to the phone she informed me that they could waive the additional month charge but that would be all. I was not thrilled but felt a little relieved instead of paying the 550 we had to pay 364.00 which is less than 550 but still more than 320 and a whole lot more than 160.


All I have to say is that they are professional rip off artist. I just recieved my new bill today. You can only imagine the BS that they are trying to charge us for. Oh boy here we go again...

Also they charge 12.25 for chanels 2-20 which are public broadcast stations and are free. They find a way to make money with every oportunity they see. They don't respect us as individuals but with enough people united they will have no choice to pay attention. If you have an issue be sure to put it in writting and send your complaints directly to the company also contact the BBS or contact your local Board of Public Utilities