It is unthinkable how this business can remain open. I had moved and terminated the service just to receive a bill from a collector agency over a year after that stating I owe Optimum money for two months (!!!) after termination of the service. And they already charge you a month in advance when you terminate the service.Turns out they keep charging you because they can and there is no other way of getting that mark off your credit report but to pay these people. Very unethical practice that should be known to people when they sign up for Optimum services.

After 2 years of using Optimum, I have reached the point when I’m quitting their service. It’s surprising how they stand the competition with such a poor quality of their internet. It’s started off when I moved to my new place and requested their setup person to come by install the internet. I’ve had my own modem and router but person insisted that it’s not going to work and I have to rent their equipment. The price at the time was 43$/month for 200Mbps speed plus 10$ for their rental equipment. No big deal - 53$ is reasonable enough. Yet, later I’ve tried my modem and it works just fine up to date . Returned their equipment, cut the bill by 10$. The internet is often breaking and their website is very unstable- constantly have problem with password and often crashes (the only reason for me to use their website is to pay my bill...) . Well, 43$ is not big of a price so I was willing to put up with those issues. Yet, 1 year later my bill went up by almost 50% (63$). That was upsetting, I called the customer support- they have explained that 43$ was a promotion value that last 1 year. After consideration I decided to stick with 63$ and avoid headache of searching for new provider. But 1 year later bill went to 83$ for same exact service - customer support explained that another promotion expired, this time I’ve asked how many promotions I have and what is actual value of my plan - apparently original price for my service is 103$/month (which is laughable for that service ). The Representive at their office could not do anything about the situation but kept insisting me to try their cellphone carrier service or increase my internet speed for little extra payment....My suggestion to anyone who consider Optimum as their internet provider :a) please don’tb) if you still do - take advantage of their first year promotion, use your equipment and then cancel their serviceHope this review will reach out and help as many people as possible.

Had to return my cable boxes. That took 3 minutes. But I waited in line for 45 minutes. No excuse for that. The staff was fine but there just werent enough people working. Management, hire more staff!

One of the worst customer service, i have ever seen. They would just not even try to help . All I understand is they are just trying to escape the work

These customer service representatives are the worst!!!! They are very disrespectful!! The first representative hung up when I asked him to hold on and the second tried to over talk me. They have no respect!!!! I called to change from spectrum who is price gouging. At a time when people need the internet the most. The FCC is not answering the phone and these wifi services are completely out of control. And people are being over charged and cheated..YOU ALL SHOULD BE ASHAMED!!!!

Notwithstanding previously notification to Optimum to close the account of a decedent and the return of equipment, they continue to render bills with respect to account.

Terrible service, they priorice their own conversación than the costumers, too many people very poor service.

As a reasonable customer, I warn everyone. Dont use Optimum. Hidden fees, terrible phone customer service, the tech is just not there. To fix things that are not true to the actual promotion, you have to pay again.

Horrible service & communication. Long waits inside & outside. Lines outside would be under the impression stores closed if they didnt wait around or see a line inside being door is locked & noone resides by door due to staff shortage. Only 2 cashiers for payments and 1 of them has to constantly get up to lock & unlock door. Its ridiculous

Horrible customer service. I wanted to return equipment and waited in line in the cold for 30 minutes before the store closing. Yet, without any earlier notice, the store employee decided to close the store at 6:00 and refused giving an explanation to the 3 customers waiting for more than 30 minutes in line.

They are very knowledgeable they help you with everything and take their time never rushing to get you out. Polite and patient

The best Optimum office. The team is very professional and super nice, closed my old account and returned the equipment in 7 minutes. Thanks!

Optimum is by far the worst company Ive ever dealt with. Im glad I do not have to deal with them anymore. Nothing personal about the employees but its a horribly managed company with terrible service.

Do you think such lines are normal?

It is freezing cold, they make you wait outside just to drop off their old boxes. Why don’t you put a Dropbox outside for people to drop their used equipment! This is terrible service.

The worst internet providers you can possibly get only reason I been having them for +9 years is because there weren’t any other internet providers in my area... but rather disconnect this then giving my money away to something that doesn’t work. They make you wait a whole week to send a technician that doesn’t even know what they are doing. If I could I would give them no stars at all because that’s what they deserve. Been having the same issue for over a year now.

They not even deserve a star. Worse office, they all think that they are in third world country still and they can treat everyone like if they are giving customers something for free.

The Optimum location is nice, the staff os nice, and its very clean but unfortunately their internet services just dont live up to the in store experience. I do not recommend their services at all and over a year of internet problems and services always cutting in and out and never ever was their a discount to my bill despite going days without service at a time.

More than hour waiting outside with hot weather only to return the equipments, and then another line inside, they don’t consider the people times, what a waste of time only for returning, I did all the process through the phone and should be faster. I would never subscribe again with optimum

I wish I could give 0 stars or negative stars to this store only if it Google had the option to allow that.I had called the customer support prior to visiting the store today because I was having issues with the WiFi speed. So the customer support recommended to visit the store and get the extender at an additional monthly cost since it will take 7 days to ship the device to my home via FedEx.I visited the store and had to wait in the queue outside for over 20 mins. When I went inside I had to wait for over an hour before being attended by a store agent. There were 3 store agents (one of whom was gone was a good 40 mins). The other two (one of them seemed like an intern) were helping 2 other customers for over an hour. When my turn came, the store agent told me that they do not have the extender at their store as it’s out of stock and it’s a very “popular” product. This is ridiculous as it was confirmed by the customer support agent over the phone that the store had it. Moreover, if they ran out of it, they should have asked me the reason of my visit to the store prior to letting me come in.Also, much to my surprise, what they term as “popular” speaks volumes of their terrible service due to which every customer needs the extenderTheir WiFi speed is anyway terrible. I’ll make sure to never visit this store and also recommend people to NOT go with Optimum and even if they need to (due to limited options in their area), they should NOT visit this store.Optimum should only employ people who are not so incompetent at their work.I am very disappointed with their service and customer support. People should definitely consider other options before choosing Optimum as their service provider.

Clean, well-lit, short wait when I was there at 10AM on a Tuesday.

WORST EXPERIENCE EVER!!!This review is more about optimum itself, not the individuals in Union city. I didnt receive a bill for 2 months in the mail, when i finally realized that i havent received a bill i called and saw they charged me $20 in late fees. They stated that there was an error in their billing department and that my address was never selected so they never sent it, which i have received bills every month prior to this so that made absolutely no sense whatsoever. When I stated since i never received a bill can they take off the late fees. The first person I spoke to was Onika she stated we dont do that, theres no way to remove the late fee then when i asked to speak to a manager and she said I dont have a manager thats a blatent lie, who doesnt have a manager. I then called back and spoke to Mohammed and explained by issue he ran it by his supervisor who I wasnt able to speak with and they stated that they see no indication to remove the late fee since i should have access to online bill pay and its not their responsibility even though they never sent a bill. They said they have to escalate my concern and Morsy the supervisor is supposed to call me back within 24hours. What a joke, i have a feeling i am not going to be hearing from Morsy. TERRIBLE EXPERIENCE!!Update: I received a call from Habiba not Morsy who i was told would call me just to tell me again that there is nothing they can do to reverse the late fees, a complete waste of time and absolutely no help, they said they are the highest level of management, yea ok like i believe that. Im reporting you to the better business burea. I never signed up for online bill pay or electronic bills its their responsibility to send me a bill each month, this is ridiculous. Im sorry but the person they have trying to save face responding to my post whitney what help are you if youre telling me to contact facebook or twitter thats another joke. OPTIMUM NEEDS TO GO OUT OF BUSINESS!! SCAMMMMMMMMMM

Garbage customer service. What kinda of company lists a 24 hour tech support but when someone calls its impossible to connect to a live person because the automated response keeps hanging up. Save yourself the headache and get Fios

Great customer service by Narita today! She went above and beyond. I also very much appreciate the socially distanced set up they have going with just 2 customers inside at a time with a line outside. Worth waiting in the cold to stay safe and make sure the employees are as well.

Awful customer service. Purchased 1 phone and I’m being charged for 2 now. Called several times to get this resolved and all they say “sorry for the inconvenience” and that’s as far as they go to resolve the issue. 2 years later same problem.

The staff is beyond rude and very unprofessional. They do not have name tags, so I can’t even say the person’s name that was super disrespectful to a customer. She’s Spanish with glasses. I’ve never experience such unprofessionalism. The staff was literally talking about a customer right in front of the customer. Very poor customer service skills.

This is the worst company I have ever experienced. Dishonest billing practices, poor customer service, inconsistent functioning of their provided services, and its a disgrace that you have to use them if you dont live in an area with FIOS coverage.I must add that the actual employees in the Union City office are nice and trying to do a good job, but with Optimum as their employer, theyre being set up to fail.

845am opens and it is now 9am and they are still closed . Huge line out front . Horrible customer service . They make so much money out of us and they can’t Atleast provide adequate customer service . Cancelling this company soon

Please update operation hours if the store is closed on Labors day.

Very good service and clean.

I dislike Optimim as a company. Not helpful at all until you want to cancel service. Make sure you call and cancel before the billing cycle ends! After the promotion period my bill increased $20 per month once a year like clockwork, for internet only. When I called about service issues I was told to run an errand and switch out my modem at the store.So, increase my bill knowing my service isn’t “optimum”. Yeah it’s all a game. All providers. But had them for almost 7 years. I don’t like playing cancellation games.However, the 5 stars go to the lovely women inside the store location. I am glad they are taking Covid seriously. A woman wiped down everything after each customer. And they took temperatures at the door. I felt safe in there and they treated each customer well and were bilingual!! The woman who helped me was able to manage my expectations granted I disagree completely with the company’s billing practices. There was a hostile man outside banging down the door and they handled the situation gracefully.

The service provided by Optimum hands down cannot compete with Verizon for their WiFi service. I am now a lifelong Verizon customer due to the reliability of their WiFi service compared to Optimums spotty service OR no service.

Moved to Jersey from the Bronx and needed to return optimum equipment. This place is awesome, staff attended was very nice and pleasant. Covid19 regulations are very extreme becasuse the place is super big and only allow 2 people at the time which is crazy in Winter, but, nice place overall.

I just had a technician come to my house today, after entering my apartment and checking the roof he left without properly notifying me as to why he cant install my services or a follow up as to what they were going to do to fix the problem. I found out this person left because I got a text from the company saying they were unable to complete my appointment. Wow they couldnt even notify me before leaving with a proper explanation very unprofessional. It was an installation from 8am-11am it is now 3pm and after complaining numerous times I still havent had a supervisor reach out to me. They take your money and once there is an issue there is no one to take care of the issue. STAY AWAY!!! I just paid and havent got anything installed.

Went over to store this morning right at open (9a), a little worried cause of some of the reviews. Didnt have to wait online too long thankfully because it was cold. Everyone had the proper PPE and we were distanced. Also, the staff was very friendly and I was in and out within 10 minutes. Been to this store in Union City multiple times and have never had any issues. Thanks again.

I’m freezing outside waiting only to return a box !!! First time I came at 5:30 and they said is closed. Now I’m waiting for more than 30’ and not even one person go inside the store.

Avoid at ALL costs. Very poor customer service. Unethical way of running business. Billing mistakes common. Will try to wear you out when trying to solve these issues. Don’t bother returning equipment after, as they will not refund you dur to one reason or the other.

Really 2.5 stars. We have very few choices of cable and internet services. Unfortunately, were stuck with this service which is too pricey.... it takes forever to speak with customer service on the phone. After waiting about 40 mins to speak with someone I get cut off..😔😔 Although they try to do a professional job with their overseas phone representative service... its hard to understand what theyre saying...we need American workers I can understand...🤦🤦whatever happen to free good tv service 🙁.

The worst customer service I have ever seen, I am waiting for them since 11 am to install Internet, it is 6 pm and they have not arrived yet, if this is the first time I cannot imagine how the next ones will be, they are the worst.

The rep. was very helpful, patient and knowledgeable. He answered all my question and resolved the problem.

Love the coffee and bread with butter

Fast, kind and excellent service

The worst internet provider. They service is poor and they charge gold for it. After stopping the services I understand how bad is their service and how much they over chatge.

Expensive internet and cable service

Operating hours supposed to be until 6PM but at 5:30 PM the door was closed already. Only 5 people inside and 2 registers looked like were working. Based on this situation they are not willing to serve too many people. 👎🏻

Horrible customer service and not professional at all, I’d hate to say this ..i don’t know what other reason maybe it’s because of the neighborhood as many people who live hear don’t speak English so they they think they can treat people however..because this poor service would never happen in Manhattan at all, it just wouldn’t. No manager available apparently to deescalate the situation nothing at all. No associate to check in with customer and tell them the situation. A line of people asking for help and the associates the door close early as 5:20pm when hours of operation list 6pm . When people have been waiting since 5pm and nothing. Not sure whose running this establishment not sure if people realize they can complain because most in this neighborhood don’t speak English but this is a corporation and should be held accountable for The dismissive just not friendly customer service that is expected and just courtesy. There was customer pleasing to drop something off who Were on line for over an hour before 5. Truly disappointed.

The line is not even that long and to wait more than an hour is outrageous. I got there at around 9:30 am and had to leave almost at 11am just waiting becauase I had to go to my son because he has a break at 11am from virtual classes. I can see why the rate is so low. Leta do better rhan this.

Paying $125.00 A MONTH FOR INTERNET ONLY!

When I had the Covid-19 disease Optimum did not offer any relief or stimulus to help me while I was out of work for 2 months. I missed 1 payment & there answer to me was pay up or your service will be suspended. This is the type of company that Optimum is.

They lie and cancel service appointments without telling their customers after waiting more than 30 days for the promised date.

Its a poor excuse for a business. I waited outside in the cold for 40 min (with 9 people in front of me) and when I finally got inside it took less than a minute to return my modem. I have no idea what they are doing inside.

My cable box died out....A tech came on Sunday put in a new box....but didnt finish setting it up....now I have to wait until Thursday for another tech to come and finish setting up my cable....thats 4 days without watching tv....thier tech visit better be free of charge...very unprofessional.

I scheduled a installation on Saturday 11-2 pm. There was no one showed up and the custom service kept lying to me. The worst WiFi company in the world. Don’t use it!!!!

Absolute worst customer experience I have ever received. Go to Verizon or somewhere else. I called over 10 times over two months - no help. They sent multiple technicians out who upon arrival would tell me Im not the right technician for this. Often when they would send them, I would be charged. Dispatch would refer to customer service, customer service to dispatch. no manager to be found - they would offer to call me back later. After 1 month with no Senior technician able to come out I canceled my service.

I called to upgrade my WiFi because we had to teach remotely they came changed my cable box and added a router and as soon as they left no WiFi or internet service. Called over ten times and they sent technicians twice and problem still not solved. Another two times technicians said they were at my home when they were never there one customer service operator even had the nerve to laugh when I called and said App showed technician was at my home even he wasn’t. Let’s just say I’m now stuck teaching lessons from my phone I’m switching to a different provider optimum is the worst don’t bother using their service

Not this store, but optimum did nothing to keep me after 15 years with them! I threatened to leave, they said go. I called Verizon and it is installed now. Ahhh. When I cancelled they tried to offer me something. Sorry! Terrible service! Very expensive! Use anyone but them!

I moved in the same buildingDidn’t put the order on the computerThey don’t want to be helping meThe guy I talked the cable and left do it yourself!!!!I am paying for a service and I want this service working when the guy left.I won’t recommended at all OptimumI’ll change soon.

Extremely long and slow moving line. Employees dont seem to care because as Im standing in line in the hot sun a couple of Optimum employees left to get lunch instead of trying to get the line down. Stood in line for 15 minutes and only 1 person was able to go in to be helped. Either hire more people or come up with an appointment system. This is ridiculous.

Technicians attending your call dont know how to address your problem. One says one thing and other says a different one. Im completely disappointed with Optimums service.

Nect to impossible to deal with customer service. Mailed back router and equipment and it’s been 3 months and still refuse to refund my 200 dollar charge on equipment.

They have horrible customer service, for about a month I am waiting for a router. Three times now I was told that it was being mailed out, it never comes. When I call to complain they tell me to go wait on line at the opt location. I have explained to them over 15 times, I am handicapped and cant wait on line. This last rep actually had the nerve to ask me what is wrong with me. Final solution, they said they cant mail out any new equipment because Fedex will not deal with them anymore. Why they cant use UPS, maybe they wont deal with them anymore either.

Worst internet provider you can possibly have. customer service reps are rude and are no help at all. do yourself a favor and stay away from this company.

The people are nice and friendly but the service the company provides is not that great. For the people that work there get these 5 stars but the service deserves a 1 star.

Excellent service. Miss Laura, Who help me explain very well all my questions and worries.

Must be the most uncaring to customers needs especially senior citizens that are disabled

The establishment felt safe. It strongly adheres to state mandated safety protcol: 6ft spacing, masks, and no more than 2 people inside the establishment at the same time.NOTE: Must bring disposable gloves to enter the establishment.

Excellent service ! I went there for the first time and had a wonderful experience. Aury, I believe is the name of Optimum store in Union City is a very professional and patient with customers.Keep up the hard work ! Congrats !

CSRs take way longer than usual to process clients ... waste of time go somewhere else

Optimum service shouldnt even be available its useless the signal constantly drops the equipment provided is defective half the time causing customers stress and inconvenience. Customer service reps over the phone are not empathetic at all all, they do is reiterate on policies like I cant retain that information myself online Im calling to see how you can accomadate my needs as a company not frustrate me more then I already am by having to take time out of my day to contact you.

Optimum has the worst customer service ever. They keep you on hold for 45 minutes to an hour and they don’t help in any way and when you ask for a supervisor or a manager they refuse to transfer and they refuse to give their names. Then their technicians don’t show up to their appointments to repair a damage to the cable boxes or internet, but charge you $85 claiming no body was home. They lie, they make you wait on the telephone for almost an hour, they don’t solve the issues with cable or internet and they overcharged you with charges for services you never incurred. This company has very unprofessional employees

I have been an Optimum Online customer for more than a year now, but needed to go to this store to exchange the router. The process was seamless, and the customer service was excellent. Optimum Online knows how to keep me happy!

Horrible service. Only care about getting new customers, not retaining existing ones. Misleading pricing. Rude. Good thing they have a monopoly.

Workers standing around, poor customer service.

One of the optimum telephone reps told me they were open. When I drove there, the office was closed; also 2 other customers came and were equally disappointed and upset.

Found the fruits, in general, to be more expensive than on Aldi or Lidl.

That place is the worst, i understand allowing a few people during covid but 2 @a time is ridiculos when you have a crowd outside, horriable

Quick and friendly service. Loved the measures taken for COVID. Dont forget to bring your mask and gloves

Absolutely NO REASON to have a 10+ person line EVERYDAY..especially during this Covid pandemic. This is a cable/internet store not a retail store. People out there waitin for the Optimum Retro 11’s to drop or somethin ? It’s ridiculous & should be addressed

Very good they treat their customers well they say that is bad because there a lot of Spanish people living in that neighborhood thats why they say is bad this is nothing new this is America a divided country thats my opinion today even if day say. Is good they say it bad race this is the problem in America

Very long time waiting outside and Let people cut and dont ask whos next on line. This is not professional

I had problems with the internet services, they sent 3 different technicians and never solved the problem,I cancel the services

Service is friendly and convenient. Great place

The company rob and misleading but the reps are helpful.

Ive been going back and forth to exchange shoddy equipment for the last 3 years. When I lose service and report it I never get a refund.

Cheats ! Plain & simple ! Go for another service provider. From our original $129, my husband and I are paying $143 for basic cable & internet. That is $12 less than customers that have basic cable+premium channels+internet.That is outrageous ! The operator had the gall to offer us $5 off our bill a compensation 😒. No thank you.

My visit here was easily the most satisfying experience I have ever had dealing with a utility! My exchange for another cable box was quick and hassle free.

OMG this pace is amazing!!! While on small line we were served amazing snacks and the most aromatic tea, all while relaxing and enjoying the lovely Christmas songs, I couldnt be happier. L.o.L.Great place to enjoy the weekends!!!

Service is TERRIBLE!! They have a policy that charge you a fee for same day cancellation but don’t consider the clients, if they, the company, ever cancels. Am I getting re-compensated the days I took off of work for this issue? Am I getting re-compensated for the days I was without cable/internet service? Absolutely not.I scheduled an appointment for a technician to come to my home on a Tuesday morning and they never showed up. I called the same day and said someone would come tomorrow (meaning Wednesday) afternoon. Wednesday afternoon came and I got a call from the technician telling me he wouldn’t be able to make it to my house and that he would come tomorrow (Thursday afternoon). I was a little frustrated and this point but I let it slide. Thursday afternoon/night comes and the technician is no where to be found. I called the number he called me from multiple times and he ignored and declined my calls. I called the company again on Friday, this time, I was fed up. They apologized and told me that it seemed like I wasn’t in their schedule for Thursday. Assuming I got a call from the technician directly I thought my home was added to his schedule. Obviously not. I asked again to be put on their schedule and they said they didn’t have availability until Monday morning. At this point I was livid. I expressed how ridiculous it was that I had to wait so long after being so patient all week. After going back and forth from their supervisor or manager or whoever they were putting me on hold to speak to, they told me they can put me on the “emergency” go to list for that Sunday but that they didn’t have a set time and I would have to wait from 8am to 8pm for someone to show up. That’s ridiculous. It’s an entire day and due to me waiting an entire week for them I wasn’t going to spend my entire Saturday wondering if they’d show up or not.

Waiti online for over a half hour and then spent 15 minutes answering questions about why I wanted to cancel service

Waited outside online for over an hour

Terrible customer service. Terrible phone tree, almost impossible to speak with someone.

Optimum aka Altice has HORRIBLE Cabel & WiFi Services & they Steal from their Customers

WORST store ever! After 5 years cancelled with Optimum due to this unprofessional store managed by Aida and her terrible team who hardly speak English (they have a lot of spanish speaking employees, but if you don’t speak spanish this store is very hard to communicate with) Very heavy lines as well had to wait 50 minutes in line just to return cable box. Also no parking.

Was not open. There was no sign. Just a lot of frustrated customers being greeted by a locked door.

Slow service, had to wait on line a lot but the staff is very nice and helpful

The company like this should be investigated. They change rules of contracts, they prevent users to control router. They HIDE information about how many devices currently are using YOUR Internet Connection. I strongly believe, we have issues with clients privacy here. Be advised.

Stay with Verizon! Dont switch its a complete scam. They tell you that you will get certain services and then not set you up with them and tell you that you need to pay more. Plus you will wait hours to actually speak to a real person and they will do nothing to help.

Quick in and out!

Awful! Bad customer service! Honestly their the worst cable provider! Save your money!!!

I usually come here mid-day during the week, and never have to wait longer than 5 minutes. It is usually pretty quick to stop in to switch or pickup a new cable box or other equipment