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March 2024 by Allen Woodring
They close the sylva N.C office with no warning talk about sorry lowdown service tried to call the one in Franklin to make sure it was open and I don't have a direct phone number to the place the number they provide is just a company number anyway looked it up on Google maps said they were open until 6:00 went over there and they were closed for the day long drive for nothing sorry lowdown service and that is why you get one star I wouldn't even give it that more like -5 Stars ?
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December 2023 by Jake Hopkins
Amazing service from technician Bryan on a very complex issue beyond his control. Superior customer service skills and technical knowledge. The company needs 10 more of him and I would strongly recommend him for a training or leadership role in any capacity.
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December 2023 by Richard C
Have been using optimum for internet the last 9-10 months, for two accounts in Franklin. The internet itself, when working, is fantastic. The customer service is not. They will charge your account and claim they never received it. They will tell you to call your bank. I call my bank and they see the charge as well. Optimum still will not receive it. You will be stuck in a cycle of disputing charges with your bank and optimum. The only option for your WiFi to come back is to try to pay again, but there is no guarantee they will “receive” it. Don’t get yourself into a long term contract.
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November 2023 by Steven Windle
Got an email message: “Over the next few weeks, you may notice our trucks around your neighborhood as our technicians work to enhance the Optimum network. During this time, you may experience brief interruptions to your Optimum service.” The service is interrupted quite often now and for extended periods of time throughout the day. Many cable operators only take their systems down during a “maintenance window” early in the morning when most people are asleep. If we must endure these constant service interruptions, without any compensation in our billing, could we at least be informed about what kind of changes are being made? Are we going to end up with higher broadband speeds at no additional cost? How are these interruptions benefitting the customer? A little info might assuage some of the discontent.
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October 2023 by Robert Balzer
Internet is out again after contractors showed up to make improvements and disconnected my line at 5 PM. It was almost as if it was done on purpose as they were only there for a half hour and left knowing I had been disconnected. Calls to optimum were met with courtesy but no results because I was told that none of the service techs in my area would answer the phone. This company has really gone down hill. My service is constantly out and is not dependable.
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October 2023 by Dantheman2369
Unfortunate they are the only option in my area. When the service works it’s great but when my internet is down 15 days out of a month why am I even paying for it? So annoying. Never works
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September 2023 by James Smith
Horrible customer service. They promise to notify you at the end of the promtoional period but they don't. Then they expect you to pay the full bill. HORRIBLE customer service.. Don't get sucked into their LIES !!
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August 2023 by Dustin Adkins
Firstly, optimum as an internet provider in Macon County is excellent minus a few hiccups over the last few weeks or so.This review is for the local office in Franklin, and not for every employee either, this is specifically for the lady at the counter whom I will not name here. She is rude, disrespectful, and talks to people as if she's all knowing. She's not as educated as she thinks and should treat customers better.If you want optimum, deal with the local office as little as possible.
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August 2023 by Joshua
Awful company! They sign you up for a promotional deal than after the first year start charging more than double. I asked for a cheaper rate and they said I could get a 15$ credit. That also wasn't true the still are charging me over 160 dollars for internet. Not happy
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August 2023 by Terrell Out doors
Actually, this should be a negative 5 stars but unfortunately that wasn’t an option! No Wi-Fi for 2 weeks now! Tech came out and said lightening must have hit it and maintenance guys would have to come out and replace something outside. Maint guys finally came out on Friday, crawled up pole but still no internet. Called 800 number got some jerk in Cali that says it got cutoff due to being behind on payment. Not true….we have auto draft so that wasn’t the issue. Guy ended up hanging up on my husband. Called the local number got connected to Hickory office and they confirm our acct is in good standing but can’t tell us anything else. What a joke for customer service. No supervisor to talk too supposedly…..still no internet! Do better Optimum!!!
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August 2023 by Jackie Lee
Terrible service hard to get someone to talk to. Internet and service sometimes in and out all day long you never can rely on the internet. This has been going on for a couple months. Morris broadband did a much better job at service and taking care and troubleshooting their equipment. It's almost impossible to talk to a real person. When I was able to talk to a real person, I have been told this is a system problem
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August 2023 by Josh Boucher
When the internet is working it's great. I've even upgraded my speeds. So far for two months I've been calling regularly to attempt to resolve issues with my internet going completely out of service repeatedly throughout the day. The modem will randomly reset and then things will be back to normal. So far in the list of troubleshooting we have replaced the modem and I've had a technician come out three times. My biggest problem throughout the whole ordeal is the constant need for me to contact Optimum in regards to the ongoing issue and no communication from the company. First visit the technician said there was no problem with the internet, second visit I was told it was a problem in the area, and the last visit the tech stated there was a "problem at the pole" that I have no time frame on resolution of. The poor communication and still present issue are enough that I will be forced to swap to a less desirable ISP with slower speeds that does not have the same problems with constant disconnections. Absolutely do not recommend this company.
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August 2023 by Maleigha Elliott
for this area, it is a bad idea to connect phone with the internet. A storm will knock them both out. Having a hard time getting payments though and customer service is not very helpful.
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July 2023 by Dan DeCarufel
We spent 2-1/2 days trying to get our service restored after Optimum turned it off for no apparent reason. Nobody in customer service, sales or tech support could figure out how to restore what they turned off. Finally on the 3rd day I spoke to Arturo in Hendersonville NC and in 2 minutes he had us restored. If it wasn’t for him I would have rated them with negative stars.
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July 2023 by d james
We had Morris Broadband for years, we truly had no issues like we have experienced since Optimum took over. Service keeps declining, we experience more and more time without internet. And we despise having to speak with a customer service rep.half way around the world. That cannot communicate with us. Infuriating!!!