Optimum New Customer Concierge

Optimum is a provider of Internet, telephone and cable TV services and serves the New York tri-state area. It's a subsidiary of Altice USA, which owns other cable brands that operate across the country. As a major provider of communications services, Optimum receives a huge number of customer service requests every day.

Why Do People Call Optimum Customer Service?

People call Optimum for many reasons, including:

• Starting new cable TV, Internet or telephone service
• Canceling or making changes to existing services
• Technical support
• Scheduling technician visits
• Arranging for relocation of service
• Billing questions

Getting in Touch With Optimum by Phone

Optimum operates in three states, each with different numbers. Another thing to consider is that Optimum has different phone lines for business and residential customers. Calling the right number can save you time and frustration.

Optimum also has dedicated phone lines for opening new accounts. These lines are open during the following times:

Monday - Friday, 7 a.m. - 11 p.m.
Saturday, 7 a.m. - 10 p.m.
Sunday, 7 a.m. - 10 p.m.

Technical support is available by phone 24 hours per day. Customer service for all other issues is available from 8 a.m. to 8 p.m. Eastern time.

How Do People Feel About Their Calls to Optimum?

Unfortunately, Optimum customer service has a poor reputation. While many people report satisfaction with their cable, Internet and telephone services, trying to get assistance from Optimum is often challenging. Consumers report that phone representatives are unpleasant and often not able to resolve issues.

Notable Media Reports

In one case of note, the media reported that an elderly Optimum customer was tricked into signing a "work order" for a technician who had been out to his home to fix a malfunctioning phone. The customer had been told that he was only signing a statement indicating that the technician had shown up. Not only was the phone not repaired, but the customer was also billed a fee for the technician.

Calls to Optimum were unsuccessful, and it took the efforts of a well-known consumer advocate to get the charge reversed and the phone fixed.

What Kind of Issues can Optimum Phone-Based Customer Service Resolve?

There are many issues that can be resolved via telephone customer service, including billing issues, starting or changing new service, transferring service after a relocation, setting up technician appointments and handling some technical issues.

What Issues Can't Be Resolved by Calling Optimum?

Some issues do require a visit from a technician who can diagnose and repair problems with equipment and connectivity. In addition, customers who need to exchange or return equipment will have to use a shipping service or make a personal visit to an Optimum store that is set up for this purpose.

Steps You Can Take to Improve Call Outcomes

• Make sure you are calling the right phone number for your state and account type (home or business).
• Check the time: Remember, phone-based technical support is available at all times, but phone support for other service requests is restricted to specific business hours.
• Have a recent bill in front of you. If you don't have a bill, look up your account number online and print it out or write it down.
• Remain calm and polite during your call. Many customer service representatives are under significant pressure and may be more inclined to go out of their way to help a customer who treats them with respect.

What Can I Do if Dissatisfied with my Call to Optimum Customer Service?

If you are frustrated by an unsuccessful call to Optimum, know that you still have options. Here are some things you can do to get an appropriate resolution:

• Take a few minutes to write down what happened during your first call. Having this information in front of you can be useful when describing your problem to another representative or supervisor.
• Write down your desired resolution. Doing this can help keep your conversation on track and ensure that your issues are addressed.
• Try calling again. Some representatives are better trained or have more experience than others and may be able to approach your situation differently.
• Consider getting in touch through other means. Optimum offers the option of getting in touch via online chat, which has the benefit of providing you with a record of your communication, something that can be useful when escalating your complaint.
• Optimum also offers assistance through its social media platforms, including Twitter. As with online chat, you'll have a record of your conversation.
• Visit an Optimum store. This option can be particularly useful if you need to return or exchange equipment. You may also have an easier time explaining your issue in a face-to-face discussion with a store associate.
• Some issues, such as checking service outages and transferring service because of a move, can be addressed entirely through Optimum's mobile app or website.