I wish i could say that i had ever had an experience with this company that didnt send my blood pressure soaring, but it has been a fight every step of the way, even with cancellation. I can tell you that if you need to call optimum, there is no quick way to go. You can wait on hold for thirty minutes, or the call back system will wait hours for you to be three projects further into your day to grace you with a call back. Sad. If they actually cared about your business, they would start by answering the phone. Once you do get a person on the phone, it always feels like a run around. A month or two after i signed up for service, the advertised rate went down. Then i get taunted by every add reminding me that i am paying double a newer customer. Thanks for that. If i keep paying my bill and remain a loyal customer, i am rewarded with scheduled price increases. Talk about loyalty to your customers. It just all seems backwards. What really got me mad was that when i called to cancel i let them put me on a vacation hold. They told me my upcoming bill would be ten dollars snd i would get a ten dollar credit. Fine. Wasnt 100% sure if i would be going back to that house or not. Two days later they charge my account $60. I had put a hold on my service so i am thinking i have a credit coming since i had placed the hold ahead of the bill. When i get a text a month later that i am about to be charged another $20, i call to cancel. After waiting on hokd another 20 minutes they tell me they owe me nothing and i am obviously confused about having to pay more. Just terrible. Their automated system has turned them into theives and they are perfectly content to have charged me for services i cancelled.

Zero star...Terrible customer service.Optimum is a rip-off with bill increasing every few months.Dropping cable portion.Unwilling to reduce my bill.Spent two hours trying on phone.They put you into the queue at the beginning with each transfer.Customer Relations Department is a joke.No wonder thousands leave each month.

Way to expensive, my husband watches tv. I don’t I just stream everything. While streaming I lose the stream and have to start all over.The on demand is actually not on demand.And I agree with the person who said it cost more to down grade it’s ridiculous. I wish the state of Connecticut would look into these cable companies, and let us pick which provider we want. Not just stick us with one provider.Also would help if customer service spoke English. Not keep repeating everything twice! 🤬

I just signed up with this company. Ive had excellent internet, excellent customer service every time Ive called. The past few days Ive experienced some slowness and when Ive called, Ive been listened to, politely helped, a technician is being sent out to help me tomorrow! I realize we live in a day and age where people want things now...but have patience and kindness...and then youll get your Answers. Also try stuff for yourself. If you dont youll never know!

Post hours on online but no one is there.Customer service is sub parThe line you call for Customer service is terrible, dont care, all you hear is people in the backgroundIts easy when there are t many choices in town to be this badThanks for wasting my time driving out here

Every 20 minutes my Wi-Fi keeps going out it is ridiculous the amount I have to pay for not good of service y’all need to get your stuff together cause I know for a fact that I’m not the only one who has optimum so why don’t you put that good old money to use and make sure this doesn’t happen

Store has horrible service! Get your services anywhere else, save yourself the headache of dealing with this location and company!

Giving a 1 start because... Optimum just sucks and everyone knows it... their prices are always through the roof

If I could give 0 stars I would!! Customer service on the phone and in person are both horrible!!!

Good service and help at the desk.

We just moved to an area where only optimum is available and picture quality and service is terrible compared to Xfinity. The beginner package we got through Optimum was more expensive than the one I originally had with Xfinity as well. I’d much rather pay the extra to have Comcast as a provider if they were available in this area. Guess we don’t have a choice but wouldn’t recommend.

Bill way to high for cable so cut it to just internet, even stepped up the speed package. Since then I have had spotty connection speeds and internet drops out daily. When I called and after a 45 minute call tree experience I was told the problem was fix and to check the modem. No lights no internet on anything. then I was told my modem was not working and I had to bring it down to the store and get a new one, well good luck doing that. why would they be open on the weekend for costumer convenience?? I mean no one works past 5-530 so that 6pm closing time works, but hint they close for lunch for 1-1.5 hours between the hours of 10:30-1:30 so call before you head down.

Horrible!!! They make it so difficult to change or discontinue your service!! Im so glad Im out of their service area. Good riddance Optimum!! Id give them a half star but it wasnt available.

Quick and friendly customer service. 👍

Why are you not open? There is a line of people waiting for someone to show up and open the Litchfield office. It was supposed to be open an hour ago. Optimum is the worst company ever. Please if you can choose another company do so. I cant tell you how many times a week my internet goes out. At least 3 times. Go to another company.

Very unhappy with my experience I was told by customer service I can go there to get a box changed out. After driving 30 minutes they told me I had to have a service technician come out because they didnt carry the box that I have at all and only techs carry them.

If this company were not the only service provider in my area I would never use them or recommend them to anyone. After canceling cable in December due to outrageous cost, our following billing cycle had ADDITIONAL cable charges added onto it after it should have been cancelled. I called and spent three hours attempting to fix this problem only to be billed for the full ridiculous price two weeks later. I then spent another hour and a half in a chat with a service representative who spoke to me with such condescension, I felt the need to write this review. I have never experienced such disgusting behavior from any customer service person in any company. I attempted to post a screen shot but it would not allow me to in this review. Stay far away from this company if you have the choice.

Would give a zero if I could. Inconsistent internet service, price raised $20/m after the first year and terrible customer service with inconsistent information.

If ZERO stars were an option, thats what theyd get. I WAS a brand new customer and paid everything ahead (in full) for the service, set-up and installation. My appointment was confirmed for a MONTH ahead of time. The day came for the technician to arrive to install my internet. I waited 6 hours and the technician was a no-call no-show. Im also a first responder and this incapacitated my ability to respond to emergencies. I rescheduled my appointment for the very next day in the morning, and still no technician. I had placed 4 calls to their customer service and the issue has still not been resolved and I want my money back I will be also going to the better business bureau to report this company. They have taken my money and not provided the service I paid for.Apparently one of their managers is supposed to contact me but I wont hold my breath theyre probably with the service technician lost somewhere.

Optimum completely botched the disconnection of my service after being a dedicated customer of theirs for over 4 years. Apparently there is no loyalty for customers that try to continue to use them even after I go to move. They were not able to cover the area that I was moving so I was forced to cancel my account with Optimum. I asked that they not shut off my internet until a day after my move so that I could still work from home. Well apparently once you ask to cancel they do not value you anymore and they cut my service immediately. Leaving me to have to travel to work 2 hours one way to work. I called to asked for compensation and was very polite with the technician that I talked to and asked to speak with a manager. I was told they were not available. Then I was told they would call me back but I have not heard back from them. I highly suggest you do not use Optimum, to them you are just a number and they have no use for you as a customer or treating you as human.Jonathan Nash

The Internet service may be good but the customer service is poor. I visited the office in Litchfield and the only person in the office took off for lunch leaving all the customers lining up for service after an hour.

Optimum offered me a tv deal, I accepted, they brought box and set up service. But what they specifically offered wasnt actually included. They wont stand behind offer. Very difficult to deal with too. Frustrating.

Horrible service. you might be transferred to 15 different people on a call. had to have multiple installation appointments because the work was done so poorly. can only log onto their website from your home internet connection.

Customer service is so unprofessional they dont care about their customers or service. My bill gets higher every month and its crazy. Cant wait to switch wouldnt recommend this service to anyone their ON DEMAND SERVICE is horrible and latest episodes are never posted and certain season and episodes be missing so you couldnt watch something from start to finish I you wanted to. Customer service can never completely resolve an issue because they are always having technical difficulties.. I give them a OVER ALL RATING OF ZERO!!!

I have been a customer for years. Definitely see how customer service is going down hill fast. Its impossible to get someone on the phone. If you talk to 3 different people, your will get 3 different answers. I called and called and called to resolve an issue ive been having with my cable box, according to the Optimum representative, I cant just go to the store and exchange the box because a technician has to program it, so I called and because of high volume my only option was to have THEM call me back. It was about 6pm and next available call back was 7:30, ok. No call back surprise surprise. I get a phone call next morning at 7:45am it was a recording telling me that their office is closed now and will be open at 8am and if I need any assistance to call then. It doesnt matter if you new or existing customer, customer service is NOT was it was years ago!!!!!

Its great to have a local brick and mortar store in the Northwest corner of Connecticut. It can save on down time, especially If you need to replace a cable box or equipment. Its also great if you have to return or exchange equipment. During this COVID-19 outbreak. The phone service wait times are long, and theres usually a wait for a service call appointment.The employees at this office are extremely helpful, and very friendly as well.Id highly recommend using this office if you want faster, more efficient service with any cable or internet problems.

I wish I could put 0 stars. Optimum is nothing compared to what they used to be. I cannot wait until another company like Verizon fios gets to CT I’m going to ditch this company and never come back. When you try and call you get left on hold for hours, & when you’re finally connected someone in the middle of India answers with a heavy accent. They never solve the issue they just hang up. My tv lags and can’t watch anything. My wifi ...... LOL. NONEXISTENT. Optimum, clean up your act cus this? This is terrible.

Expensive.. bill went up without warning and the wifi is terrible. Were stuck using Optimum because it is the only provider in our area. WIFI Goes out everyday

They usually randomly upgrade my package so I pay more with my bill I went from 120 to 140 to 150 to now 170 within the span of four months. I checked my package that I paid for with them and they added stuff I never even added on there and the guy who set up my Internet lied to me and told me I had to get the Altice all in one because optimal no longer uses other devices therefore he lied to me making me get him to look good forcefully and then had us do a five star review and they also mess with your download rates you don’t get what you pay for

Over two hours on the phone they finally found where they aplied my money but cant apply it to the proper account for up to 24 hours I was mislead and lied to. If I had any other options for internet I would cancel and transfer no matter the cost this is wrong to do to your customers especially in difficult times like we are in at the moment with the covid pandemic.

The service isnt that great for what it costs and the Optimum store isnt very impressive. The staff at the store arent always the friendliest or helpful as well.

Good luck getting them on the phone.

I have tried to contact optimum due to poor service and have not been able to speak to a person, receive an email response, chat with a person other than the computerized response. I have decided not to pay my bill and when they call I will explain and if I dont get satisfaction I will switch to Frontier. I wish I could give zero stars, but do not have that option. The sad thing is no one at this company cares.

I drove to the local Optimum retail store to pick up two new remote controls because the two that i have stopped working, I replaced the batteries in both and the buttons still wont work, the store was closed due to covid. I drove back home and waited for over an hour on hold for someone to tell me they could ORDER me remotes but they would take 7-10 days to receive. So for 10 days I have been waiting for the remotes unable to use them for my televisions.. I called again, first being cut off after going through hoops to get to the department I needed, then calling back to be waiting on hold over a 1/2 hour for someone to finally answer and when i told them I still havent received my remotes, but I got my bill on time! to be told whether I use the service or not I will still be billed the same amount every month and they dont know where the remotes are!!!! I think its extremely poor customer service!

Worst customer service ever spoke to some lady she had no idea what she was doing and she basically told me that she has no time for me and that her time is running out she was helpless and on top of that very rude I would fire her right away. WORST EVER!!!!Even giving one star is too much!!!!

Poor customer service! No service for 6 days and counting.. awful experience when you call hours and hours of on hold

Absolutely one of the companies that I have ever dealt with. Internet works about 50 to 75% of the time. You can never get in touch with someone about services. I wish Xfinity, Comcast, or Verizon was in the area.

They never have the time to speak to u when there is an issue with your service. Always busy and if u do get ahold of someone they are of no help to you. They make u wait over 30 minutes just to cancel your service with them and then try to get u to stay with them by offering u a discounted price but only to have it go back up to the full price u were paying before. If they took more time dealing with the issue we as a customer has they would be a much better company.

This is by the far the worst customer service. First it sends you in a marry-go-around. You can’t even get past the automated person. It acts like it can help you with all your problems and it would be NICE TO TALK TO A HUMAN BEING!! I asked for a representative and it told me there’s no need to talk to a representative because it already gave me my billing information! I don’t need my billing information. I need to talk to a human in order to have my question ask!

This is the WORST internet service company. Constantly struggling with dropped wifi while streaming movies and video calls. The phone customer service is rude and unhelpful. Their commercials promise reliable high speed Internet, which is a complete and total LIE! And I am stuck with their service, not by choice, it’s the only service provider in the area. I keep hoping for another provider to become available. I will switch as soon as I have the ability. DON’T use this provider if you can help it.

Rip offs, “glitch in my account” and now I owe 300 dollars these people are out of there minds, 3 hours a day on the phone for the past 4 months and nothing has been resolved. Canceling forever. DO NOT GIVE THESE PEOPLE YOUR BUSINESS ALSO USE TO BE 80 a month, then they switch it to 115 a month and don’t tell there customers??? Changing fees without notice have fun with these scammers 100 a month for internet? Lmao yahhhhh

Does anyone know why this location is currently closed? Id think not closed because of Covid anymore, wear mask and social distance like all the other stores that are open for business. I try calling all the phone #s and cant reach anyone.

Absolute worst customer service I have experienced. This is the second time they have scheduled an install and did not show up nor provide a courtesy call to advise why they could not show. I waited for a total of 4 hours only to be told they did not have the manpower in my area and asked if I was interested in rescheduling for a THIRD time. When I requested to speak to a supervisor the response was They have the same power I do and will just advise you to reschedule. Not interested in doing service with a company that doesnt respect a customers time.

First of all how do you get ahold of this company?!?!? Had to wait extremely long wait times to ask a billing question etc. When I got my first bill it was completely different than what I was told, so surprise had to call AGAIN! still currently on hold almost at the 2 hours mark and forget the online chat feature because no answers that either. So upset I had to switch from Frontier to Optinum. This is just the half of the story mind you I just became a new customer, if you can avoid optinum please do any any cost customer service is terrible.

They are very helpful here. The people at the counter are very knowledgeable and kind. My only real complaint about this location is their parking lot and driveway. It needed paving about 20 years ago. Dont bring a car with nice wheels here, you will be replacing a rim if you dont pay attention.

Terrible customer service. Its nearly impossible to solve issues with the representatives there. They all seem to not know how to use their own system to answer questions and are seemingly unable to convey the information to the customer if they do have it. several times Ive been told by a representative that they can not help me and tell me go online myself and try to solve the issue myself... And even if they have the information/resolution pertaining to the issue they cant convey it to the customer for an overly obvious lack of reps that speak english at a level required to their position. And thats if you actually get through to someone to speak with. I once tried for 2 days to speak with them about a bill. The second day they put me on their Automatic call back list and said they would call me back in 45 minutes to an hour. The next day,(saturday, almost exactly 24 hours later) they called me and literally told me they cant answer my billing questions and to call back monday through friday to speak with the billing department. But even when communication happens between the company and customer here, resolve and complacent customers are never the goal with optimum. Ive cancelled my service a month ago and I am still getting charged and cant figure out why because the rep i got a hold of couldnt tell me and then hung up on me. Not lying, i waited on the call back list to re connect with them 45 minutes later and they hung up on me again. Its like dealing with children. High rates. Hidden charges and rate raises. Along with a helpless feeling of being bullied is what this company offers. I definitely do not recommend.

Very slow moving line

I was trying to change an existing 15 year service from Cornwall to Litchfield. Optimum terminated my service 2 days before the scheduled transfer (same account, mind you). Spent 2-1/2 hours on the phone trying to straighten it out - NO SUCCESS!Their support services SUCK!!!Please excuse the language, but 2-1/2 hours on the phone can do that to you.

The worst customer service ever!

Horrible service.

Been with out cable phone and internet service since the storm can’t get a service tech to fix the problem they lost my information and account going on 20 days still no service going to call office in the morning see if I can get it resolvedWho’s going to pay for my time I wasted sitting here waiting and no show someone isn’t doing there job yes of course I’m frustrated if they don’t resolve it soon I’m calling the head quarters Dennis Rexford

They jacked the rate up almost double on our internet service. Same speed. Then when I called they say they can only offer one other plan that still costs well over what we had been paying. You can look at their website and they offer some reasonable plans but those are only for new customer. And again, current customers are only offered plans with outrageous prices. 65+taxes/fees/etc for their slowest plan 100mps. And up from there. And the customer service reps are terrible. Either I can barely understand them or they have a noticeably rude tone or both. Just cant say enough about how bad this company is. We had cable with them too but cancelled that years ago for a similar reason and now Im figuring out how to get internet thats fast from another company. Cable companies are notoriously disliked by consumers and this one is absolutely the worst Ive ever dealt with. Their business model is to gouge their customers and be snooty about it when you call to find out why your bill went up. Almost doubled without notice in my case. On that call they said they brought it down by 11 bucks but my bill came in at the higher rate again the next month! Just the worst of the worst company ever. If you have another choice, I would pay more to not deal with these guys. If for no other reason than even if they say you will pay less you will still pay more in the long run when they jack up your rates.

Trying to return tv equipment. Place closed. Won’t return calls. Worst company I have ever dealt with, except for Direct TV. Wish to god we had an alternative where I live.

They are over priced. I have been trying to return boxes for 1 month now. The people since they have been closed that answer the phones are very rude

Easy to find, wheelchair friendly great staff. All in all if you need help with whatever the situation may be with your optimum equipment thats the place youll want to go

Quick service. Polite & knowledgeable lady. Easy location.

My dad fell sick and was at UConn being upset driving from Farmington to Torrington I’d forge to pay my cable so it was disconnected your sales girl Anna was calmCool collected and made my payment a wonderful experience keep up the great customer service 🤪🤔

Horrible Horrible Horrible customer service. Our billing cycle ended on the 5th and we cancelled our service today on the 13th. Apparently to Optimum that means that they will charge us for the next three weeks even though we have cancelled services and handed in all equipment. WHO DOES THAT! How can you possible continue to charge someone even though they no longer have your services what they should do is prorate the month and give us back the money for those three weeks. Im at a loss for words for how terrible this place is. When we called we were put on hold multiple times, transferred to different departments and hung up on. We moved and had already started up services with Optimum again and they wont even credit the money to our new account. Theres really no other option than to cancel all services with them and find someone else. I cant imagine anyone else could be worse than them!!!!

My billing amount is different every month, after calling 7 times speaking to people over seas i got no where. They refuse to let me speak to a supervisor, cancelled my account. 100 a month for only internet service is ridiculous!!!! Costumer service is a joke

If you need immediate help then call a neighbors kid to come over and fix it.

Schedule mix-ups by elderly customers should _not_ be charged as a completed separate visit. Nor should line-up changes occur half-way through the broadcast day. Whats with all the Hallmark Channels and non-ESPN sports channels suddenly being unavailable extras?!P.S.---I called the number listed on Channel 902. Twice, I told that automated service, in plain English, that I wanted to restore Hallmark Channel and Hallmark Movies & Mysteries to our cable TV line-up. Twice, all I got in response was Lets try this another way. So, your self-upgrading service sucks, too!

Unless you enjoy paying for overpriced services, spending hours on the phone, taking time off of work to wait for the repairman then I would encourage you to look for another provider. Folks leaving positive feedback are compensated to do so or only dealt with the polite person behind the counter who is paid to be a polite person behind the counter... Look for another provider Optimum is the perfect model of corporate greed

Cant find a live person that can provide any useful information without wasting an hour on the phone. Even when I got a live person the only phone number they could give me was the same number I had just used to call them and waste an hour. What a wasteful, disrespectful company Optimum/Cablevision is.

Love the two counter workers here they are always helpful and very friendly very easy to talk to because they listen

They opened up about 5 minutes late but the lady was very nice quick and helpful.

Overpriced, the 5g never works, and horrible customer service. Bring Comcast here or Verizon!

$10 for auto disconnection & $10 for auto reconnection, and $10 for late payment for this time. Then I disconnected after 7 days using. Optimum charged a full month. After years with Optimum, I only used internet, but Optimum charged local channels for tv that I never had or used this service. I talked to them then they dropped off local channels on my bill, but they never offered a refund for many years charging me.

The phone system is awful when trying to get in touch with customer service. Plan on half hour or more just trying to reach a human. They scheduled wrong date for disconnect...a10 days after installation and phone helpers are rude. Frankly I don’t blame them as they are getting frustrated customers due to the robo answer system. Really stinks as not many Choi out there for consumers.

Staff very helpful

Not recommended for a business account. They lost 2,000 emails from my email account that I use for business and said they could be recovered and would get back to me in 24-48 hours. Then they told me it must have been my fault that I had deleted them. My computer screen went from 65% to 100 % storage in 2 min and then they were gone. The sent box was gone too then came back 3 min later. Even then, they still should have been there. It took 5 days for them to respond. They also told me they were on the Cloud, wrong again. I will be setting up and email account with my web server. Their service has overall had been very good, but this was horrible.

I literally couldnt understand the person who was supposed to be helping me. I get frustrated when I cant explain the problem; how can it be fixed? It couldnt.

This company charges higher than nearly every cable provider in the state for the same service. They also charge fees like their new network service fee to keep their networks up to date. This should be part of the high price as I don’t care to pay a separate charge for their poor management practices. My bill has gone from 45 to 72 in three years for just internet. I have made no changes but they change my service at will and put a credit then in 30 days up the bill. There is no other provider but this company is high price and fee happy. I will also agree with rude customer service and not willing to work with people on any deals or prices.

Service person who answered my call was very polite and helpful. Helped me on the phone without any hassle. Appreciated much.

Never ever ever ever go with this company. Worst customer service and over priced for what you are offered. Id rather live under a rock with no internet then use this company.

Worst service ever, paying for 200 mb and getting only 15mb dowload, this company is running a scam, the been trying to fix the internet speed from dec 15, various calls passed, and still nothing just techs comes out looks good and few days later back down to 15 megs, was getting 200 mb before dec 15 2018 and now just big charge no delivery of serviceits a shame how this company went down and has no real techs to fix issues.

1 star is being generous.

I cancel and turn in all of my equipment on Aug 19 but am being charged until September? I’m confused. Then my bill for just internet goes up $30+ over the last few months, complaints unheard and only when I call to cancel do they try and go back to the original $40 a month? I’d rather have no internet at all.

The women at the front desk was very helpful, whether youre paying your bill, or returning equipment..

Cable companies in general are one of the worst to do business with. Optimum takes this to a whole new level of dissatisfaction. Everything goes through a corporate call center with no way to contact your local office. I dropped my cable service almost 8 years ago because these people are such A holes. This morning I caught a tech walking across my yard to the side of my house. When I confronted him he claimed he needed to change a fitting on my house. Not sure why you need to worry about something that isnt in service, but after a brief argument he left and went to the next house. The next time I catch one of these guys on my property Im going to introduce them to the business end of my 12 gauge!

Difficult an no help

Thanks to the monopoly of internet providers, I am stuck with Optimum. In the past year, they have cancelled my account to connect the upstairs apartments internet without informing me. After I realized my service was disconnected, the customer service rep told me they just need to reset the router. A month later I get a notice for overdue payment! I had been monitoring my account balance on their website even though my account was on autopay. I spoke to another customer service rep who informed me oops our bad, too bad, so sad. If I wasnt so diligent with watching my account this could have ballooned out of control and negatively affected my credit history. Thanks, Optimum

These are the 2 nicest people i have ever delt with

On veterans view, channel 5 to talk about Scouts and the civitans planting flags graveside.

BAAAADDDDDD SERVICE.Technician stayed talking to the mail lady outside for a long time and forgot to install my service. Then wanted to come back at a time I was not available. Customer service was rude telling me he was not there so he did not believe me.Bad.

Great internet, very expensive tv

The clerk at the 866 number was courteous and efficient even with black out issues with her computer service and a frustrated customer, ME!However, the Optimum website is simply not customer friendly and needs to be updated so people can find their past account activity and payment history easily as well as a local number with a HUMAN answering the call.I have noted that the clerks at the Torrington Rd. location have a nonchalant view of customer service. We are interrupting them in some manner! Taking them away from their conversations with each other or their cell phones. Customer service is unfriendly to say the least and perfunctory to say the most.Whilst I am promulgating, a $10.00 late fee for being a few days late on a $59.00+ bill is unconscionable. Perhaps a way around having their rates capped last year?

This is by far the worst cable and internet service ever

So apparently now when it rains half the channels go out, just like satellite. Im sure satellite TV is cheaper.

Customer satisfaction

You can pay your bill up front at the store. If you go around back to the second building the local access TV station is there.

$$$ you have to go somewhere

So monopoly about cable. Poor customer service.

The worst cable company in the state rudest ignorant customer service ever

This office looks a bit dingy from the outside and staff appears unhappy to be there, but they can help take care of the (many) problems you face with Optimum.

Always there to help with an equipment issue/exchange

Efficient and helpful.

Just paying a bill.

No one there to talk to for help

Pay bill here

I would think that when you are trying to get information as an existing customer told to press 2 then told call another number then get hung up-on this is no way to run a business.