Jimmy S.

A year and a half ago my girlfriend purchased a house In Westchester County which is just outside of NY city, her previous cable provider was Verizon which offered Fios just a mere 9 miles away from where we now live which Optimum TV has the rights to.
From the beginning it was not great service but not being the complaining type we just dealt with the occasional frustrated slamming on a keyboard by our teenager or a few F-bombs whenever the WiFi dipped to a range that would render any device USELESS during that specific time.
Finally in the beginning of March I started contacting the company via phone in which they tried repairing the problem through their end by sending a signal and guess what? Nothing was corrected even after a 3 way call with myself (at work) my girlfriend (at home) and Chatty car salesmen type Optimum guy (somewhere in Panama) So finally I called and called in an attempt to have a technician come out after going through a series of messages stating due to the corona virus pandemic we will call you back within 45 minutes. Me trying to understand how overwhelmed they were didn't mind my phone call not coming the same day or when they did call the line would just drop, so I would call back and go through the entire prompts yet again "push 1 for English" "Push 2 for Spanish" well I mashed the number 0 button in frustration until I had to replace the glass on my iPhone. Finally after the 7th or 8th attempt I was finally contacted back and an appointment was set up.
Our technician finally arrives 3 weeks after our initial problem with the service, upon inspection of the outside wires the service technician enters our home goes through a series of checks with his meter and detects some signal loss and goes about his job of checking all splitters and connections, having prior experience with cable I offered my assistance in removing panels where I knew cable wires were hidden even troubleshooting with the technician manually. The initial installation had a 3 way splitter which fed an extra line that was not feeding anything. So to me that was the initial problem not anything internally which he later stated on his work order that we never received a copy of or signed off on, so when the bill came there was an $80 service fee plus the regular monthly payment. Lets just say that's when the fireworks began, Again I went through the gauntlet of phone calls, more dropped or sorry the systems overloaded or saturated due to the Coronavirus and so on. Finally a call 6 hours after the initial we will call you back in 45 min a rep says the problem was inside the house, I said no the problem started from the initial install because he had the wrong splitter on the outside that fed to the inside. So we argued for 5 to 10 min I got riled up and he put me on hold for what seemed like an hour but not really, then comes back with "I spoke to my manager He has to review the tapes to see if the technician told you there would be an $80 service charge if it is the internal wiring problem,
I said I don't care what you review we were never told about an $80 charge so credit the money back to my girlfriends account which never happened. So three days later the same problem that existed In my previous call was happening all over again and finally after canceling another service appointment because we did not want to be charged another $80 a new and amazing representative named Delilah got a hold of a manager who finally called me back the same day, (unlike the previous representative who had nobody call me) not only review the tapes and figured out that the guy never mentioned any charges whatsoever. The manager not only waived the $80 charge but credited us from the initial call a month earlier. The new tech came out (of course a day late) confirmed not only that the previous tech installed the wrong splitters taking signal away from the main Altice One High Speed box but also confirmed that our box was no good. So he replaced every splitter and changed out the box and finally our kids can "ZOOM" into their at home school online now without the WiFi crashing every ten minutes! Sorry this was long as hell but I wanted to give you all the details!
From start to finish this company ruined my life for a month straight until a few honest ones did the right thing. Do yourselves a favor if you must deal with these rank amateurs, make sure you have no heart defects because they will stress you the hell out. Below is a pic of the website they gave us to check our speed that should be in the 400 range we were at 12.11 and sometimes in the - range rendering our equipment useless and having to unplug and keep plugging it back in.
Thank you & stay healthy if we all do our part we will get through this pandemic.
Jimmy Stradley

If you ever thought for one minute that you had contacted the worst company on the planet then you haven't tried doing business with these bunch of unprofessional misfits! My doctor faxed over every form necessary even offering up my first born child in order to get a CPap machine so I can better my life, only to be placed on hold yet again and again day after day for two weeks straight and asked twice each time for my birth date, first and last name and insurance. Finally after two weeks of going through this nonsense and stress I contacted advanced Oxy Meds in Newburgh NY was fitted the same day and the new machine sits next to my bed waiting for me to breathe into it all night long! Thank you for pushing me out of bed Lincare
PS I wish there was a -10 rating because I would multiply that by 10 more!