Mary Luvera is an Optimum customer. She is not pleased. She writes:
My family and I have lived in Westport for more than 10 years. Over that time we have probably paid Optimum more than $20,000 for a combination of phone, cable and internet service.
In early August we called to cancel our service, because we were moving. While other companies will prorate fees when you cancel service, Optimum said we would have to pay through the end of our billing cycle (September 15). We could have overlooked that.
Then on August 27 a tree fell, knocking out the cable line to our house. The next day we called Optimum to restore the cable line. We wanted it to be ready for our renters, and of course wanted the unsightly dangling cable line removed.
During that first frustrating call –waiting on hold forever; not hearing the representative well (what kind of headphones do they use?!); getting nonsensical responses — my husband was given a service date for Monday, August 31 between 8 and 11 a.m., for a service technician to arrive. We were told we had to be in the house to test the service.
We now live an hour from Westport. But on August 31, my husband was there, waiting for Optimum.
No one showed up.
He called Optimum and was informed that our appointment was moved to September 16 — the day after our service ends. No one told us the date had been changed. My husband wasted his time driving back and forth, spending hours like he was waiting for Godot.
My husband asked to speak to a supervisor, but was told no one was available. When he persisted, his call was dropped while being transferred.
He called back multiple times with similar results: being dropped at various times in the call. Optimum’s hold times are extremely long, so that is like a slap in the face.
Eventually, on August 31, he was assured that the appointment was moved to Saturday, September 5, from 11 a.m. to 2 p.m. My husband asked for a supervisor, to confirm the time. The person on the line could not transfer him to a supervisor, but said one would call him in 30 minutes. No one has called yet.
On Friday my husband called to confirm that the appointment was scheduled for yesterday (September 5). Surprise! He was told there was no appointment for September 5; our appointment is on September 16 (the day after our service ends).
My husband again asked for a September 5 service date. Finally, he was told someone would come then — but it could be any time between 10 a.m. and 8 p.m. Hope we don’t have plans for the long weekend!
Shortly after that interaction, my husband received an email (below) from Optimum. Note the sent date (Friday) and the scheduled appointment date (the day before).
I can’t be sure the cable line will ever be restored. And I can only imagine what will happen when we return our cable boxes!
In a followup email late Friday, Mary added this PS:
On his way home from work today, my husband received an automated call from Optimum confirming our appointment for September 5, from 10 p.m. to 8 p.m.
No, that’s not a typo. It’s what the recording said!