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February 2024 by Elizabeth Perez
Good people
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February 2024 by Ron Osterhoudt
this is the absolute worst service provider. constant outages and when you call they blame it on your equipment. when you request someone come to your house you are threatened with fees, but be one day late on your payment and its off.service electric was by far a better company. once this other company is done installing in my neighborhood I'm gone. if you have a different option take it.
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February 2024 by Brandon Hines
Internet sucks
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February 2024 by dave cammarato
I have been having issues with service dropping in and out for the last month or so. I'm getting a T3 error on my modem, pointing to the problem being on Optimums end. I went through all the preliminary troubleshooting steps ahead of calling as I own a tech company and know the problem is not on my end.My first initial call three weeks ago went no where. I was told that they needed to restart the modem from their end first to check. That of course did nothing. I called a few times with no luck at setting up an appointment without them coming in for an in home troubleshoot first. I called again earlier this week and was lucky to have someone agree that the issue was at the pole and not in my house. They scheduled the appointment for me yesterday (2/16) and sent a guy out with no bucket truck. He comes in the house to troubleshoot anyways, figures there's no issue and says he cannot go on the pole & "I can get back in about a week with a bucket truck."This in my mind is unacceptable as I run a business from home and when I log onto my VPN, any disruption in service results in me having to reconnect. As a result, I lose everything that I am currently working on. This happen 5 to 6 times easily daily, sometimes more. I called and complained and they told me they were sending someone out with a bucket truck today (2/17) with a scheduled time of arrival between 11am & 2pm. I get a call at 2pm saying that they won't be arriving now until 3:30pm. The same tech from yesterday ends up showing up at 4pm and without a bucket truck again. He informs us that he cannot fix the problem without a bucket truck. He also tells us to stop calling Optimum because I'm speaking to someone in India and no one there knows whats going on.As you can imagine, I am extremely frustrated. Optimum will do nothing about this in a timely fashion and they definitely will not credit my bill for the subpar service I am paying for. Planet networks cannot come soon enough.
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February 2024 by Brian Clancy
Worst worst service with internet ever experience. Goes on and off when using it don't go to them go to Verizon. And customer service tried explain was no help but attitude given to me when asking to cancel my service, nj area worst service
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February 2024 by Janice Faasse
So far it's great service
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February 2024 by Frank
I wish I could rate them zero stars. My cable box reset itself a few times so I went to Sparta store and had the box swapped. After I went home and connected everything I turned the TV on and only a few channels came on. I called the support number and after an hour with people who do not understand the American culture and can barely hold an understandable conversation I got no where. They kept saying there is no outage and we have to send a tech over. I explained everything numerous times to no avail. Today is Wednesday and I will not be home Thursday or Friday so I asked for someone to come today and no one is available for today so that means I go until Monday with no TV. I decided to go back to the Sparta store and perhaps get a new box. Once there they realized ohhh yeah some channels have a problem so I ask any idea when service will be restored. No clue. So two hours after I replaced my cable box I’m in the dark wether I have a bad box or service outage with no clue if/when service will be restored…I did not think you could get worse than Service Electric. I was wrong Optimum in the worst.
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February 2024 by Emil
We had Service Electric as our ISP from 2013 up to 2021. They were good and reliable. If I had any issue, I could call their support number and the person I would talk to is very knowledgeable. Very few issues and I was getting the speed I was paying for - 200/35 for $72 per month. Come mid-2021, Optimum took over. It's the complete opposite of Service Electric. Besides telling me to reboot my modem (which I do usually before calling them), they could offer no insight as to what my issue was. Paying for the same down/up speed like with Service Electric, my actual speeds were barely 50 down and 35 up and the connection was very unreliable. With no option where we lived, we - like most of the neighborhood - just had to suffer. One funny thing though, we've seen more Optimum service vehicles in our street in the past month than we've seen in years since Optimum took over. Must be because competition is coming.
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February 2024 by Sean Bryer
Service is slowly getting better
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February 2024 by Max Lenosky
Bad service always shuting down and no WiFi for 2 days
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February 2024 by Theresa DeCepoli
Very poor service
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February 2024 by Adam Goldman
An optimum tech working in Sparta on New Year's Day was out working up the street from my house. was able to fowl up our service interrupt Rose Bowl. We had this interitem sync issue resolved about 6 months ago and when a competent tech was able to determine the cable box at the next house over was the source of our issue. the tech, yesterday undid that repair. it is inconceivable that anyone would be working on infrastructure without a proper or up-to-date diagram to support their work. If there is a diagram I would be most interested to see when it was last updated, and what notes are attached. I would like to be able to leave a good review after my tech visit tomorrow, but that would require someone calling me and with an informed explanation as to what was done to fowl up my service yesterday and what is being done so the same mistake will not happen again, some compensation whether a credit or upgraded service would be appropriate, but what I am looking for a clear explanation and good documentation to ensure this will not happen again. the inability of customer support to speak directly to all parties ( local office) is a bad decision by the company. When information is siloed the customer is the one to suffer. it creates inefficiencies and bureaucracies that are set up to track work, but almost always turn into tickets being pushed around and very little work being accomplished efficiently. to have a higher tier of individuals that have access to all the information would be a wise step to ensure the customer is properly taken care of.
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January 2024 by Food S.
Terrible. Our WiFi keeps going out for days and we've had to get countless new boxes. Customer service is trash. While we were trying to cancel they kept transferring us to another representative and we were on hold for hours. Absolutely terrible.
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January 2024 by L
I’m going to try to make this as short as possible so that people will actually read it it was such a nightmare(but it will be long). I just bought my first new house and two weeks ago I planned everything perfectly so that the movers would bring my stuff in and the Internet installer could come in and set up the Internet on the same day Wednesday 12/20; the reason this matters is because I work Remotely in an “essential worker role” for hospice. Between 11-2pm they said… by 130 I was getting nervous and I called they told me that he was having trouble with the customer before me but that he was on his way and hour later goes by and I get a call saying we are so sorry the installer is still on his way another hour goes by now we’re almost at 4 PM and the woman on the line says he’ll be there in 15 minutes ….. I’m sure you can guess he never showed up!I’ve already taken 1 day off of work.. all I can think about are the poor hospice Alzheimer’s patients are going to be so confused)I call optimum several times the first three people listen to about half my story and hang up… another person listens to me and I told him I want to speak to a supervisor and they tell me OK, but then proceed to offer me services such a Switching, my mobile over to optimum before they switch me over to their supervisor) one person ALTHEA who I was told was a supervisor had a nasty demeanor, as if what was happening to me, was ruining her day. She ended up not helping me at all, putting me on hold to a tech branch because she said she couldn’t decode the message.???????? (I REALLY I don’t believe it)Finally a Man named BRIAN gets on the line. He’s so nice to me. I start to cry because I’m so relieved to have somebody show a little compassion. He tells me he understands that I work from home and the stress when you don’t have Internet. He tells me to wait till 7 PM (it’s a little after 5pm now)and if the tech does not show up that he will call me at 7 PM on the dot either way and get me scheduled for the very next morning bright and early if tech didn’t show up. I cried I was so relieved. I can’t loose my job and Optimum was jeopardizing me.So for those two hours I felt relief I felt like somebody finally listen to me and I was so happy. I was thinking of all the ways I could possibly thank Brian of how I could talk to his company and his managers to get them to understand what a great person he was when 7 PM rolls around. I’m almost excited for him to call so that the nightmare can be over.HE NEVER CALLS ME! This makes BRIAN the worst out of all of them. He gave me a false sense of security. For two hours I could’ve been working on resolving this problem but because of him, I sat thinking that optimum was helping me.When I called them back at 7:30 PM (they tried to say nobody named Brian works there!!) Told me the soonest they could get an installer out to me was Tuesday after Christmas then they put me on hold and hung up on me… I was so beaten down and demoralized, in tears, wondering how I was going to explain to my job that my stupid Internet company not only turned off the Internet at my old house but is now not even helping me restart my Internet at my new house, when I finally got to talk to an individual named Santiago… the best he could do for me was Friday.Altogether, I lost THREE entire days from work right before Christmas all because of Optimum their incompetence, terrible customer service and over all “I don’t care about our Customers “ attitude. Why do you do this to people? Or why do you allow your staff to treat the people that pay you this way?! Internet service is not just about watching TV and playing video games anymore in 2023. The Internet is peoples life lines. It’s how they do their jobs. It’s how they keep you and your family safe!!! Think about your mother or father, dying in bed, not being able to get certain comforting services because of your companies incompetence. Show a little bit of respect for your company, yourself and most of all your customers
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January 2024 by matt soder
Their service is absolutely horrid. I've never had this frequent outages and experienced so much throttling. A week of solid connection is a rarity we've had them come multiple times and they never fix anything, last guy installed a splitter in the line and called it good which obviously did nothing. This provider is negligent and incompetent and I can't wait for them to lose their monopoly on our area.
