Optimum Support Reviews

by A Reveiwer___

Here is why should avoid altice and their subsidiaries, security: security is not at AES meaning what your paying for isn’t the most secure, the only way to get a more secure network is to get their routers you can’t use your own as they will block your ability to make changes to the network. Customer service: None of the customer service workers have any knowledge about the job and waiting an hour for the agent to “research” is abnormal. Lesson : don’t get optimum or altice one, your better off with Verizon or xfinity and google. If you really have to get Comcast as the service is much better than altice/optimum.

by M!SsConfused

OptimumSupport doesn’t let me do much. I feel optimum app should have an option to review and make changes to your service package instead it only let you upgrade which is the least I want to do. I have basic cable which I used to pay $140 per month and now it increased by $60 that’s outrages, and I wanted to cancel my services with them but I’m too upset to even try and talk on the phone with a customer service representative, so I tried doing the Chat Now But guess what?!? There’s automatically answers for all your question not a live person chatting with you. Very disappointed with my service and prices. I’m so glad there’s other cable company now offering their service on my area. Can’t wait to change to a company with reasonable prices.

by Mortlcoyl

When do you think about it, what is the main reason for having an app like this? To check when the tech is coming? Most services use text or email. To visit an optimum store? Before downloading, who even knew there was one? The reason you get OptimumSupport is to pay your bill. Just like you don’t download the Verizon app to buy a new phone, who does that? You get apps like this to open, pay your bill, quick and easy, and rock on (like Verizon). In doing this, the Optimum app consistently fails. I have had it on my phone for a while now, hoping someone will fix it, but no. First off, it can't support Face ID so you’re always signing back in. Then when I go to the billing section it always shows the balance at 0 and says ‘service unavailable at this time’. It’s never changed. If you even try to make a payment it won’t go through. In the beginning I was late with a payment til I caught on. So yeah, frustrating and not worth it. Pass.

by Jerzey Don

One star rating is too high...What’s the point of an app if there is such a lack of functionality. And the information does not fit withIn the screen in order to act on it. Internet, doesn’t show connected devices. Even if you did can you assign profiles to them and selectively block access? Phone, you can partially see voice mail messages and if you select it to play you do not hear the message....no different than the web page. Previously I had Verizon and Comcast apps which are far superior. Does Optimum realize they are light years behind?

by Little Let

Switching from Verizon to Optimum and so far customer service is non existent. 5 phone numbers to get what I need and the link they sent me still doesn’t work. Then I figured I’d download OptimumSupport because maybe that would be more direct. Nope. Tried to change time my service will be installed but I keep getting an error. Why even bother putting it as an option to reschedule when the link on that doesn’t work either. Called customer service and not to my surprise - this person is clearly in an overseas call center.
Looks like I might be sticking with Verizon. At least I can get things done with them.

by Takoateli

This company’s customer service is horrible and just keeps getting worse and worse. We recently had an outage due to a snowstorm and called for repair appointments and the “technician“ never came four times.

Isn’t it funny how their support app doesn’t allow you to report outages or see the status of outages in your area? They have no idea how to provide good customer service. Nor are they trying to. Obviously they are just trying to reduce costs and increase profits. Hiring minimum wage losers who don’t understand how the company works is how you do that.

When you call for customer service you get connected to idiots manning the phone bank who have no idea of what they are doing.

by ProfessorCooper

To be clear, I am rating OptimumSupport and not the service. The actual service is awful, but great when it works. As for OptimumSupport , it is completely unstable. In order for it to work (to do basic things like review and or pay my bill), I need to delete then reinstall. I am unable to do simple things such as update my payment methods effectively on OptimumSupport and must go to the website to make such changes, which begs the question - why do I even need OptimumSupport ? Upon a new reinstallation of OptimumSupport , OptimumSupport works, but about a week later, I need to follow the same steps of deleting and reinstalling for it to work again.
OptimumSupport is a waste of time and energy.

by Mozymod

I have been with them for a year so i can judge their service
The Worst internet company ever for so many reasons :
- no stable signal it’s always on and off during the day it’s so annoying
- worst customer service they sometimes hang up on me and they don’t keep their deals to fix the issues, they don’t have a reference no. for the phone calls so you can’t track them if something bad happened after.
It’s always noisy and hard to hear them.
- the technician guys are so unprofessional being so lazy they prefer to change the equipments instead spend more time to examine the cables or see what’s wrong . They come so unprepared they have no idea what is the problem and you have to explain everything from scratch and when they tell you your appointment is from 11-2 pm they always come at the last minute.

Finally being with this company it’s a waste of time and money i wish if i have the option to switch to another company but unfortunately my area where i live it’s only covered by them.

by Karill Savery

This is literally the worst company that has ever existed. If I can get service with someone else I would but unfortunately my neighborhood only provide service through this company. I went paperless a while back to avoid paper bills but that was a big mistake. I need a bill to submit to a company and it is impossible to get a bill yet they deduct the bill from my account like clockwork every month but now I need a bill and I can’t get it through email paper or nothing they could never find my account and when they finally find it they still cannot provide me with a bill this company is terrible if you have any other choice Do not go with this company!!

by User#111

Optimum is notorious for their terrible customer service. OptimumSupport is just another rendition of that. No longer get booted between 4 different departments on the phone, you can just be booted out OptimumSupport and forced to sign in over and over again in the middle of paying bills.

Do yourself a favor and switch to another provider if you have the opportunity. When you submit feedback on the customer service, it falls on deaf ears. When you speak to them directly, they grossly remind you of how little you’re regarded. Don’t get me started on the bill changes they do. You’ll be so tired of dealing with them, you pay the difference without questioning to avoid having to speak to them.

Poor service. Poor User interface on OptimumSupport .

by Mount Sinai Customer

Optimum had to notch customer service. Nothing could be worse than Altice. Calls are routinely 45 minutes and then get Disconncted when you think you are finally getting connected. Need to talk to 4 people in different departments and then start all over again from beginning.
Their claim that moving cable service is one less thing to worry about is a JOKE. I have not been able to resolve issues yet between two accounts.
Is there some state agency responsible to protect customers and SHUT Altice down Totally?
Gill

by Eoin Morgan

I cancelled the internet service after 6 months of painful experience with Optimum. Optimum’s Customer service is worst I have ever came across in any industry. No further comments - I thought I did my self a huge favor canceling the optimum internet service and I don’t have to deal with them.

However, optimum still causing me pain. Now Optimum is troubling me with how can I return the equipment - as they are not taking it in there store for the pandemic which I agree. But there alternate service is pathetic. The website they direct me to print label doesn’t work. When I call them they answer after 2 hours or don’t answer at all - one reorientation said they will mail me the labels in 5 days but 20 days gone and nothing yet! How many time I can keep calling them!

And on top, when I call the automatic phone service says I have $200 outstanding bill which I don’t agree, but in my online account profile the bill section is locked - won’t give me a visibility to what I am billed for that don’t agree!

Stay away everyone - our life is better than getting involved with optimum.

by Ripped Of Royally

I like how when using optimum you over-pay for intentionally slowed down internet service, after being a customer for years and years, and yet new customers are offered 1/5 your price for life at like 10 times faster rate. But you, loyal customer, are essentially ripped off. Motivated to write this because I arrived home just now only to find optimum internet is out/non-functioning/broke once again in my town. And OptimumSupport not working, even without the Internet. And then if you have so many important people jobs etc. using your optonline email address, it makes you feel stuck here, with only regret. But I’m going with another provider as soon as I can. How’s that for a review?

by V1ck1H

I downloaded OptimumSupport thinking that it would be easy to use since Im always mobile and your website does not like when Im on a mobile device. And every time I login your app says it cant find my account. So I have to log back in and then it tells me that it cant find my billing to try again later. I contacted your customer service and they basically didnt care. So I uninstalled OptimumSupport that fixed it. However, it does this every time I have to log into OptimumSupport . So then I go on to your website to pay my bill and it stated that your billing services are down. Of course I forgot and missed my payment. Your system also needs to send reminders that payments are due. All in all OptimumSupport is worthless.

by Loveydaboyz

My title says it all. OptimumSupport is the worst!!! How is it possible that a support app performs worse than the product it’s supporting!!! I am so over it. App constantly crashes, I can’t pay my bill through OptimumSupport because the Bill Pay function is never available, and god forbid you should want customer service without having to call optimum! That’s not happening either. I have a home in another state where Xfinity is the cable provider and the level of service is so far superior to optimum that it doesn’t even warrant discussion. I am about done with paying astronomical fees and not being able to even get some basic service or information without spending a minimum of a half hour on the phone with optimum! For the price I’m paying a deserve way better!!!!!!!!!

by KingDavid123

I don’t know what happened to Optimum, they used to have good customer service. These days however, it seems that everything went down hill. 1. You can’t reach them by phone, or email
2. their CHAT is horrible, it only works sometimes, and it takes a VERY long time to get someone to help you. And even when you finally get someone to help you, it takes them a long time and the worse part is, they have reboot the modem (or you lose connection before that), when internet comes back up you see they DISCONNECTED the CHAT. How upsetting is that? Moreover, They know you have an issue, (internet keeps going down - lots of lost packets) WHY don’t they call you back? They have your contact info.
3. OptimumSupport was build by an amateur, it almost never works and certainly can reach tech support or any other support from it...

by X_kimchi_x

I cannot verbalize how much I hate this company. Why can’t anything be done right?? I shouldn’t be disappointed because I’ve never had a good experience with them, but I saw an easier way to pay my bill by using OptimumSupport so I got it. I have had OptimumSupport for mOnths and have not yet been able to use it because there is always an error with the bill pay method. 🤔 They’ve messed up my bill on the website by having the whole site down for days and that’s why I thought OptimumSupport would help... no, that doesn’t work either. My internet is slow and goes in and out at any given moment, bill keeps going up every year even though NOTHING has changed, app doesn’t EVER work, customer service is a joke... I hate optimum and can’t wait to switch to something entirely different. How can you have a company running that has so many issues?? Fix this!!! 😡😡😤

by WasLookoutforChris

I’ve tried using OptimumSupport on and off over the 4 years it has existed and it has never worked. 4 years, never worked. And these people are supposedly running an internet company, think about that. All I want to do is review my bill. They could literally just make this a pdf viewer that uses your login to fetch the pdf bill. Their mobile website is also garbage. For years you’d login and a huge blue rectangle blocks your view of 85% of the page. None of the menus work. This should be embarrassing. FIOS is coming to my street next year and I will be totally gone. And if that doesn’t happen I’m signing up for StarLink. You literally need an ancient desktop computer to get your bill from this lame companies loser website. They should just nationalize the cable ISPs. You guys are nothing but a set of pipes and you prove time and again you shouldn’t be run for profit or competition.

by Acceptancenow

We have been unable to contact Optimum and get any human service representative for a week through this storm. Wanted to report that we need service at house cause cable line is lying on ground. Only get message that they will restore are after power returns but since my line is down we need technician to put line back up with power line. It will probably weeks after power back that we get our tv and internet service and probably no credit for time off !
Very frustrating that no way to request technician. Only get recordings and virtual answers from robot!

by Skierbarry

I have never seen so much whining and crying by such a large group of ignorant people. It reminds me of when the TV app came out and people hated it. They hated it because they didn’t understand how it worked and they had changed OptimumSupport to act more like a Netflix app which greatly improved his usability and effectiveness. At the time it had a rating in the low one to two range. It took me a couple days to figure it out but once I did I found to be great and have since given it a 5 star rating and i berated other users to take a second look. Now it has a 4 star rating. I say the same with OptimumSupport. Stop whining and actually use it. If you don’t need it that doesn’t make it a bad app. If optimum service people mess up that does not make this a bad app. Focus on OptimumSupport . It does everything you needed to do and it does it fine. It works well and quickly it doesn’t stall out or crash. I do not work for optimum and I have no vested interest in the success. I simply believe in fairness and honesty and the truth and OptimumSupport works well much better than the ridiculous one star rating it is getting. My prediction is that once the haters shut up and everyone else gets involved this will have a rating near or better than four stars

by Djbky

Like nearly everyone else in this unregulated country, I have only one choice for Internet service in my area. In my case it’s Optimum. The service is spotty and speeds are highly variable. I am constantly checking my connectivity to see whether I need to bounce the router or call to report a problem (again). I had hoped this mobile app would help, but it seems the only thing I can do with it is pay my bill for an overpriced service that works only sometimes and has terrible support. If you thought that ending Net Neutrality under the Trump administration was going to improve your service, or your options, guess again. The situation is only getting worse.

by EDBC5

I tried to use the chat feature to get a question answered and it took multiple tries to even get an initial response. The auto response feature couldn’t help, so I was referred to a real person. It took over 45 minutes for the tech support person to get on the chat. They were not helpful and I got booted off the system before I could ask a follow-up question. What a waste of time! I hope Optimum does something to improve their customer support or they will definitely loose business to competitors like Verizon FiOS.

by Evspc

First of all, passpoint is bs, I have a WiFi account and I can't connect to any hotspots.
Then, we convinced my parents to get internet at their cottage, we had a window from 11-2 to wait for the install NO SHOW and no communication. We called twice and they pushed our appointment out STILL NO SHOW.
Since switching to optimum I have never experienced such poor customer service from any company. This is not the first time. A frustrating experience to say the least and we STiLL don't have internet. Big middle finger.

by Shmehade

After recent update just noticed I couldn’t open OptimumSupport because probably it crash. When I tried to open it up it automatically get closed. My device is iPhone 7 plus. I’m not able to see my account summary which is really important to me. Please really need dev team attention and try to resolve it ASAP. Probably lots of user having this issue. This is not a good experience on customer end also this kind of issue shouldn’t be happen in production.

Thank You.

by Chula22076

OptimumSupport is not working right at all it was fine to pay bills to check things out but now it’s not working you made a different one should of left the old app was much easier to use and get into not happy at all they need to fix ASAP needs to be fixed or updated better 👎🏼👎🏼 downloaded now to see if still a problem and it was have to go on computer to pay my bill smh ugh not happy at all I want to give it no stars at all

by Cantthinkofaname

I imagine a room full of smart people coming up with a list of features an app should do. Stuff like pay my bill, add or remove a service, see how much internet bandwidth I’m using, etc Then another team came in and left everything out of OptimumSupport that the first team came up with. Once you login I’m really not sure what OptimumSupport does besides say hello. Bill payment never works and it doesn’t even attempt to do anything else. This is a study in uselessness.

by Kittylatluvr

Attempting to return to optimum has been worse than a nightmare. Customer service beyond horrendous. New equipment garbage. Don’t believe what customer service tells you to get your business. It is a bait and switch. And the technicians that come to the house. One tech broke in when I had fallen asleep. Just let himself in. Then you are expected to pay a service charge for poor shabby installation which they don’t tell you about. Do yourself a favor. Find a different cable provider.

by Sosnooley123

Optimum support is very, very, very bad. Everything is glitchy, not-working, extremely slow and frustrating. Live chats will shut down with no solutions, live support will leave in 3 seconds explaining your “inactivity” while you simply typing your name, and I don’t want to tell anything about technical problems.
Guys, you are the internet providers! You have to be a role model, example of how-to-do. But now you on the same level as T-mobile - pathetic service.

by Jugan182

This “app” is literally a crappy website in app form. They had an awesome support app prior to this and “upgraded” it to this waste of phone storage. You used to actually be able to try and diagnose issues & restart your modem if needed. A 4th grader could make a better app than this. Apple should remove this from the iOS store for taking up server space. Whoever from optimum made the decision to replace the old support app with this should be fired.

by Nothappywithmyservicerate!

OptimumSupport doesn’t have enough options. I never had a problem with this internet company until 2 months ago. My rate was automatically increased after almost 2 years without my permission! I was not on any special promotional pricing so I’m confused. I tried talking to a customer service rep, but all she kept telling me was my current balance... I thought they were better than the rest, but now I see the deception.

by NYTati11218

OptimumSupport does not even work. Furthermore, the payment module never works online and forget trying to get in contact with anyone to fix it because you CANNOT. If your account needs to be paid (even if you are trying to pay it!), you can only talk to the automated bill pay. It’s ridiculous. We were told to switch when we got optimum and wish we had listened. We are now switching.