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April 2024 by Will Hess
0 stars would be the real answer. Lie about everything and know you cant do much because of the illegal service monopoly in the US.
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February 2024 by Ashley Martin
I sought out optimum for their internet after being recommended it for its quality. However after a horrific experience with customer service, I have decided to instead choose Star Link. Star Link has gone above and beyond with their customer service and provided me with great quality wi-fi. I can't recommend Star Link enough. And strongly urge against the awful time and poor quality customer service provided by Optimum.
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February 2024 by Tara Ferrell
One worker. ONE worker. 45 mins later as the couple she’s working with were signing up and getting new phone lines so that’s fine I understand it takes time but there are 3 other people in here waiting and they were in here before I was. Everyone is aggravated. The worker finally said Shelby will be back she’s in a meeting in the back ! Listen that meeting can’t be as important as having customers waiting for service. It’s an hour before close I will absolutely not come back tomorrow and drive the 35 minutes one way so they better take care of us before they leave. Sadly this has been like this when I’ve came in before. (I came in to get a new modem, i still have the old suddenlink box) ps Shelby came in but I heard the back door close so I’m gonna say smoke break ! I hate SUDDENLINK, service sucks, customer service is even worse but that’s all I can get in my area!
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September 2023 by Nicole
I was on the phone for 47 min with them because my extender won't stay connected any longer and they could not tell me if I would be charged or not for tech to replace it. I said what kind of policy is that? Horrible customer service. Then they sent me to escalation who wanted to mail me one and have me print off a return label using FedEx and we all know they never come at a usual time like ups does. Next thing I know we are disconnected. They never tried to call back. Internet is great but I haven't even had the extender a full yr yet and it won't stay connected. This still was not resolved and I wasted almost an hour on the phone with them. Ridiculous ! They never wven tried to call me back!
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September 2023 by Loyd Butcher
Customer service is a joke.We have been with optimum for about 5 years. In that time we have had speeds that were not what was advertised, multiple modem/router issues and constant disconnection from internet. The staw that breaks the camels back was After a “technician” came and worked on my neighbors line and when he left my internet was out. It was working as well as it ever does before the technician went up the pole.My wife calls to report the outage, the representative told her to ask the neighbor if he could call and say his still wasn’t right to get them to get a return visit. My does which the neighbor responded that the technician told him our internet was out but it wasn’t on his list.Long story short technician screwed up the line knowingly left it screwed up but they can’t get someone here for almost 2 from date of outage.
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September 2023 by Stephanie Butcher
Optimum has the worst customer service. I have wasted so much time trying to get an appointment! 13 days just to get someone out here! Who knows how long it will be before my internet is restored. I wish I had another option but one company has a monopoly. Shameful!
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September 2023 by Jasmine Sharp
Internet is great couldn't afford it so I canceled but they like to unmute and talk bad bout the customer on the phone I WAS THE CUSTOMER THAT THEY TALKED BOUT laughing saying "she's gonna be pissed" "this lady is gonna be pissed" and laughing amongst each other. I suggest you get better employees before people start finding better internet providers that are nicer.
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June 2023 by Brad
Optimum is still horrible. The customer service is non-existent. Asking for any kind of assistance for a product that they don't support is equivalent to talking to a wall and expecting it to not only answer you but to do a couple of cartwheels
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November 2022 by Edward Meddaugh
Recently moved from ME to WV. The state of WV should persuade Optimum to be better. Have been on hold with optimum for over eight hours since moving here. They should be better. It's like talking to Charter/spectrum twenty years ago.
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October 2022 by Bruno Casci
Aya from customer service was amazing! I was facing some difficulties trying to setup autopay from my old debit card to my new debit card. I’mHard of hearing, and continually asked her to repeat herself and she remained calm and patient with me and treated me well. I’m also not very good with computers, she helped me retrieve my 4 digit PIN number, she setup my online account for me so I could switch my information. She’s genuinely an incredible human being. Have a wonderful day, Aya, you deserve the best!
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October 2022 by Drew Parsons
Worst customer service I’ve ever had. Over 2 weeks in and internet service is still not installed properly. So far an hour and a half past the appointment range which was from 8-11. Every agent you talk to says something different. Of course I’ve already received a bill even though they aren’t finished setting up my internet.
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September 2022 by The Shadow
Update: So Optimum bought out Suddenlink. I’m hoping this improves the service somehow; We shall see! If so, I’ll change my review.Run!! All of the reviews below are accurate! These guys are horrible. Service is worst I’ve ever seen. Traded out boxes within 30 days. Internet goes down all the time. Scheduled a service call, waited all the next day and when I called them I wasn’t on their schedule. Verizon please come to Gallia County or Mason County, WV!
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August 2022 by Jill Rieger
If I could give negative stars I really would suddenlink/optimum has screwed me for the last time with the overcharging, bad service, reps that know nothing, or the rooster ? crowing in the background. I am done!!!! Customers and future customers beware, check you bills, and if you don't have service call and make sure you record the conversation as well bc if you don't they will have no record of it trust me, they charged me $60 for a service cancelation that the rep called me to cancel but there's no record of it go figure. I will pay more for good quality service than to ever deal with them again
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July 2022 by Dan Morrison
I stopped in the Suddenlink office in Point Pleasant this past week. I was looking to get internet and there weren't many choices in this small town. It seems that most all internet companies get terrible reviews so when choosing one I guess you just pick the best of the bad. I first came in early in the day hoping to get t installed the same week. Misti Sexton helped me and told me that it would be the end of the week to get it installed. I decided to check around first. I found the other options to be worse. When I came back in Misti tried to get it set up but because there hadn't been service at that address before they had to do a site survey. She had to call a different department to get this done She waited patiently on the phone to try to get them to do it right away for me. She was on hold probably 40 minutes before they finally answered. They set the survey up for the end of the week which set my timeline back quite a bit. I still haven't gotten service but things are moving along. I'm giving a 5 star rating not for the internet service but rather for the effort that Misti Sexton made toward helping me out. Often people only give reviews when they have a bad experience. It's not fair for the people that work hard and give good service to be judged because someone else from their company does not. Thank you Misti for the excellent customer experience.
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July 2022 by M S
Horrible service, should be getting 50 Upload. Mind you I need at least 5mb Upload and a stable connection to Live Stream, and this company can't even accommodate for that. I've had multiple service calls to come check and fix it, and nothing has improved. If Google Fiber, or any other company came around that offered 20mb Upload speeds, I would definitely give them a try just to drop this horrible service.
