Avoid Optimum

I don’t like to write up rants about gigantic companies–such screeds are pointless and only serve to make me angrier. But I just wanted to spread the word about how rude and awful optimum was when I tried to cancel service, and to urge anyone reading this to stay away. I’ve had their internet and phone service for close to a decade, but the service has gotten pretty spotty as my bill crept higher each month. They offer much cheaper options for new customers, but if you’ve been with them for years they tack on new fees every month, until I was paying over $100 for service that started out at around $50 8 years ago.

In the past, I never switched because I knew it would take a lot of hassle and time on the phone. This is why no one bothers to change providers–it is a maddening experience. But I finally saw a much better offer from verizon, offering hundreds of dollars in credits, a 5 year price guarantee, and to really sweeten the deal, a new xbox. So, I decided to switch, against my better judgment.

I knew it would be a pain in the neck, but it was much worse than I envisioned to quit optimum. I’ve never experienced this kind of thing in the past; if I was trying to switch phone or internet or tv providers, maybe a salesperson encouraged me not to quit, but then they just processed my request and it was done.

This time, it took me two+ hours on the phone, multiple callbacks, intentional disconnections from their call center, lengthy waits, constant belittling pressure and badgering to stay with optimum, followed by a bunch of lies and extremely rude and petty behavior from their staff before I could successfully quit. To make matters worse, they charged me for an entire month of service, when I was 2 days into my latest billing cycle. A hundred bucks for two days of service. I told them that if there was ever a chance I’d stay, or come back, it’s gone now. Companies used to pro-rate these things for you, but it seems those days are over.

Then, bizarrely, they called me a couple of times the day after I returned all the equipment, promising lower rates, a reduced final bill, better service for less money, 3 months credit, and a $200 dollar gift card. I couldn’t stop laughing at this. I asked why they didn’t offer this in the first place, as I would have probably stayed with them and avoided the whole ugly ordeal.

Stay far away from optimum, a terrible company that uses pressure tactics and gets very nasty when you try to quit. I’m sure my new company is probably just as heartless but for now I’m happy with the new service.