When customer service fails, you have a legal option that can give you leverage with Optimum by Altice. Contact them with a legal claim.
So you have a problem with Optimum — maybe they are overbilling you, a salesperson misled you, or they won’t provide a rebate they promised.
You might start trying to contact Optimum on their Main Customer Service line (866) 218-3025. You can also contact Optimum on their local customer support lines at (203) 870-2583; (973) 230-6046; (631) 393-0636; or (718) 860-3513. If phone calls are not your thing, or your issue is better with a written explanation, you could try through their online customer service at https://www.optimum.net/support/livepage/chat.
However, if you are trying to find ways to contact Optimum, you probably already tried those options, and are looking to contact a real person at Optimum who has the authority to fix your problem.
Unlike many other cable companies, in our experience Optimum may not have an “Executive Customer Support” team at Optimum headquarters. Many companies use this team to handle the most severe customer complaints. But complaints to Optimum headquarters may be redirected to other teams instead.
However, if you are trying to reach a real person at Optimum headquarters, here are some ideas:
Tweet at Optimum’s customer case team at @OptimumHelp.
Most companies run their social media accounts from the main office. So if you are trying to reach someone at Optimum headquarters, making contact over social media can be a place to start.
Call the main line for Altice / Optimum’s Corporate Offices at (516) 803-2300.
At this direct line to Optimum’s corporate office you can use the phone directory to look up senior Optimum executives like the CEO or General Counsel (the top lawyer).
While you won’t get through to a senior executive themself, his or her personal assistant may transfer you to an escalated customer service process.
(Take caution: some customers have reported hostile and aggressive responses from companies when they try this out.)
When customer service can’t solve your problem, what’s the next way to try to contact Optimum? For a lot of dissatisfied Optimum, the next step is to start a legal process.
Begin Small Claims Court proceedings by contacting Altice USA at their legal address.
Sending a demand letter to contact Optimum / Altice at their legal address is an initial step in the Small Claims process. Instructions for following this process, and what to do after you contact Optimum / Altice, can be found here. It often gets customers what they want, but can take some navigation.
Demand Consumer Arbitration from Optimum under your Optimum contract.
Arbitration is a type of dispute resolution that lets you bring your dispute with Optimum / Altice to an independent arbitrator who acts like as judge. (Optimum’s contract is written to avoid class action lawsuits in regular court).
To initiate arbitration, the first step is to contact Optimum / Altice at their legal address with a legal notice. Contacting Optimum to initiate arbitration can get them to act — some customers with severe complaints against companies like Optimum / Altice get compensation in the thousands of dollars.
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