Optimum is a provider of Internet, telephone and cable TV services and serves the New York tri-state area. It's a subsidiary of Altice USA, which owns other cable brands that operate across the country. As a major provider of communications services, Optimum receives a huge number of customer service requests every day.
People call Optimum for many reasons, including:
Optimum operates in three states, each with different numbers. Another thing to consider is that Optimum has different phone lines for business and residential customers. Calling the right number can save you time and frustration.
Optimum also has dedicated phone lines for opening new accounts. These lines are open during the following times:
Monday - Friday, 7 a.m. - 11 p.m.
Saturday, 7 a.m. - 10 p.m.
Sunday, 7 a.m. - 10 p.m.
Technical support is available by phone 24 hours per day. Customer service for all other issues is available from 8 a.m. to 8 p.m. Eastern time.
Unfortunately, Optimum customer service has a poor reputation. While many people report satisfaction with their cable, Internet and telephone services, trying to get assistance from Optimum is often challenging. Consumers report that phone representatives are unpleasant and often not able to resolve issues.
In one case of note, the media reported that an elderly Optimum customer was tricked into signing a "work order" for a technician who had been out to his home to fix a malfunctioning phone. The customer had been told that he was only signing a statement indicating that the technician had shown up. Not only was the phone not repaired, but the customer was also billed a fee for the technician.
Calls to Optimum were unsuccessful, and it took the efforts of a well-known consumer advocate to get the charge reversed and the phone fixed.
There are many issues that can be resolved via telephone customer service, including billing issues, starting or changing new service, transferring service after a relocation, setting up technician appointments and handling some technical issues.
Some issues do require a visit from a technician who can diagnose and repair problems with equipment and connectivity. In addition, customers who need to exchange or return equipment will have to use a shipping service or make a personal visit to an Optimum store that is set up for this purpose.
If you are frustrated by an unsuccessful call to Optimum, know that you still have options. Here are some things you can do to get an appropriate resolution: