Having issues with Optimum? You may have legal options.
Are you interested in getting a new internet provider but you don’t know whether Optimum internet is good? To help you make an informed decision we’ve compiled some reviews and ratings for Optimum internet so that you can decide whether it’s worth investigating in your area.
Optimum is a company that provides high-speed internet as well as voice services and digital TV. They are a company overseen by Altice and they have a variety of enhanced services with multiple options for packages that include internet and other services.
Optimum internet has five main services. They do make it clear on their website however that the services they offer as well as the speed and the price is contingent upon availability in different areas.
These services include the base figure that does not calculate costs for taxes for the length of the contract, your location which could result in a higher fee, and additional fees that the company doesn’t make clear on their website.
As the name suggests this is an internet plan that has a maximum download speed of 20 Mbps and it costs an average of $30 per month.
As the name suggests this is an internet plan that has a maximum download speed of 200 Mbps and it costs an average of $45 per month.
This is an internet plan that has a maximum download speed of 300 Mbps and it costs an average of $40 per month.
This is an internet plan that has a maximum download speed of 400 Mbps and it costs an average of $65 per month.
The final internet plan has a maximum download speed of 940 Mbps and it costs an average of $70 per month.
The Better Business Bureau has given the company an A+ rating because they have been in business for 32 years and accredited with the Better Business Bureau specifically since 2017. Bear in mind that this A+ rating for the business is not calculated with the published customer reviews as a factor.
Consumer Affairs does take into account their reviews and for that, has given an overall satisfaction rating of 1 out of 5 stars.
Reviews on consumer affairs all echo the same issues with customer service in that it’s next to impossible to be able to cancel an existing account which leads to subsequent billing problems, getting in touch with an actual person is almost as impossible thanks to a very frustrating automated system with limited options none of which have to do with specific problems like canceling your service or changing an account detail.
For example: “I had sudden monthly bill increase – had to wait for more than 2 hours to somebody answer, connection quality was very bad; support rep read the script (apparently promotion has ended) and finally abruptly disconnected. Researching if possible to switch provider – not easy as well especially if your residence is condominium.”
This becomes particularly problematic when you end up in a loop, something complained about by many customers, and you are unable to pick any other option like speaking to a representative.
As one customer put it: “When my internet recent went down for no reason, I could not get a live person on the phone. I waited 2-3 hours for someone to call me back and then that person did not seem to know what was going on and said there was an outage and the engineers were working on it.”
Another customer noted, “Almost impossible to get to speak to a human being who actually cares.”
One thing to note is that the Better Business Bureau has a warning out for customer complaints right now that says:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.
There are many complaints that have to do with billing problems where customers have purportedly made several attempts to fix the issue through customer service, customer service sent technicians, and yet no solution was offered. This billing issue is echoed in sentiments to do with product and service problems, particularly when it comes to finding a customer service representative who has the authority to actually fix the problem.
As one worried customer put it: “There has been no way to contact Optimum to cancel my cable service. I’ve called 3 times in which the wait times have been over 5 hours and when I schedule callbacks they haven’t called back ever. There’s no email address to contact. I also tried their chat feature which now shows an error on their site. I’ve tried tweeting them 3 times now with no response as well as DMing then on Instagram. The app doesn’t allow you to cancel without calling them.”
Over the last three years this company has had close to 9000 total complaints lodged through the Better Business Bureau alone and of those over 5,000 were closed within the last 12 months. When reviewing these 9,000 complaints, 4455 of them had to do with billing issues while 3994 of them had to do with problems with the products or services offered by the company.
If you have a complaint against Optimum, and you aren’t getting a solution to your problem, we can help.
The Ultimate Guide to Consumer Complaints
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