Optimum, Amarillo TX

Do not for any reason use these people! Please! And, if You do so, You did it to Yourself folks. They lack Customer Service skills, and they are down out rude and unprofessional to their customers, and were less than helpful. They are absolutely one of the worst companies that I've had the displeasure of having to do business with in my life.

Synopsis:
Wednesday October 11,2023
Contacted an agent by the name of Christina in the promotions Department. She was very kind and helpful. She went over all of Optimum's current promotions with me. I was interested in transferring my cell phone service with them and requested to have 1gb high speed internet service with the company. We discussed using the current iPhone that I own and the phone is compatible with their service. I was a former customer of Suddenlink communications and forgot that I still had two of their cable modems still in my possession. She told me that I could return the cable modems at the
Optimum location at
5800 W. 45th St.location.
Amarillo, Texas 79109

And, that they would give me a receipt for the equipment for my records and clear the past balance on the account any equipment charges.

It sounded great to me. Christina said that all that I would need to do is pay a twenty dollar activation fee for the cellular service while I was speaking to her and that she would get the ball rolling that day. I had just one request that I needed to run to the credit union and run some errands that morning and asked if she would call me back and that I would pay the activation fee. I also let her know that I would run the cable modems by the local location while I was out that morning.

Then, I ran my errands that morning and never received a call back from Christina. I went by the store to return the equipment
and spoke with a woman inside to let her know that I was there to return some equipment and was almost immediately given an attitude from her like that was not here responsibility to help me from her standpoint. She said" OUR WAREHOUSE STAFF IS RESPONSIBLE FOR EQUIPTMENT RETURNS AND THAT I COULD LEAVE THE EQUIPMENT WITH HER TO TAKE TO THE WAREHOUSE AND THEY WOULD JUST EMAIL ME A RECEIPT WHENEVER THEY GET AROUND TO DOING IT. "
I'm thinking lady do you think that I'm a moron or something? I'm responsible for this equipment and don't want to be on the hook for this months down the road when I never get an e-mail and they try sticking me with more charges for the equipment that I'm just trying to get a receipt for my records. I'm not leaving this equipment and on good faith going to think that You folks are going to just email me a receipt when you get ready to check it in. She says "WELL YOU CAN TAKE SOME PICTURES OF THE ITEMS THAT I'M RETURNING. " That's would be sufficient. I said, Ma'am this isn't my first Rodeo! May I speak to a manager? She Says: I'M SORRY THAT ALL OF OUR MANAGERS ARE IN A MEETING AT THE MOMENT. I said ok, I'll try calling Christina back at Optimum anyways because I needed to pay an activation fee and see what she says. Then the woman said well, "YOU'LL NEED TO STEP OUTSIDE OF OUR STORE TO MAKE ANY PHONE CALLS. I think I said I'll go to my vehicle to make the call in their parking lot.
Mind You through all of this I keep having these Red Flag moments and wanting to use some profanity at the woman. I kept my cool and stepped outside the building to try to call Christina back at the call center.
The woman that I was speaking with at the store wouldn't provide her name and I believe she said her Operator ID was Wbs or something ridiculous. I'm a person that is trying to return as a customer and do business with this company. I'm giving them my information and they refuse at least to provide a first name of who they are at the store. I was seriously having one of those Red Flag moments with this lady and what the culture may be like at this company.
It was ridiculous and unnecessary.

Recommendations:

AW Broadband:
AT&T

DO NOT USE THEM! My bill has been wrong every month since I signed up. I was told for my internet services it would be $56. Last month they tried to charge me $96.11-for what!? They just change whatever they want & over charge when they feel like it, then don't give you the money back that they over charged you out of your autopay. Customer service is trash & their supervising staff is just as horrible. I'll be canceling ASAP.

I've been with Suddenlink since they came to town, loyally for years. Now they are offering 'For Life' pricing that's almost half what I'm paying now but I'm not eligible because I've been a loyal customer and I'm not a new customer. Just one of the cattle. Can't wait until another option shows up because I'll be one of the first to jump the Suddenlink ship!

Update! 6/21/2023
I finally turned in my equipment and went with T-Mobile wireless internet, which I highly recommend. My bill with Optimum when I turned in my equipment was $135 a month for 400mbs and they wouldn't offer me a better deal until I dropped off the equipment and terminated service. Then they tried to win me back. I subscribed to cable internet when it came to town a couple of decades ago, went through 4 providers (TCA, COX, Suddenlink, and now Optimum), and being told I couldn't get a better price because I wasn't a new subscriber was just really bad business.

Update! 10/3/2023. After I canceled, they still found a way to bill me. Another $150! Here are your options: T-Mobile 5g wireless, same for Verizon, Vexus, heck, Starlink? A 14k modem? A magazine subscription. ANYTHING is better than cable and this company. It's a dying technology and they know it so they're trying to get every penny they can. Ever wonder why cable companies sell so often?

What happened to Suddenlink? They were great, no we have some 3rd world country Optimum attempting to run a Company that's drowning and going under! Customer Service is Horrible, Tech Service is Inept and unqualified, Run people Run!
Horrible Cable Provider!

Typical trash internet company. Overcharging for lack luster service. Constant internet outages. And only a handful of wire technicians to cover Amarillo and Canyon. To top it all off, customer service has been outsourced to places like India, Indonesia, and other places in South East Asia.

The worst part of all is the lack of choices in Amarillo in terms of internet service.

I have nothing good to say about this company.

This place was heart warming and full of information I recommended reaching out to this establishment for skills to use in the field Marcus and bow were excellent

Scammers. I have to share my disappointment. What a joke for a company, they are taking advantage of legalities and robbing people without impunity. I was just on the phone with Nisha and she couldn't put me through to a supervisor because "there was none present", when asked if she knew the name of her direct supervisor so I could speak with him at another time she said she wasn't allowed to give out that information. They are charging me for 30 days of service that I haven't used and on top overdraft fees. What a joke, not even a try to help, not even a polite approach to the conversation, a Joke is what this company is. Scammers

I wish I had good things to say about this company. From Suddenlink to Optimum, the customer service is less than desirable. My internet bill nearly doubled in one month with the only explanation being that my "introductory plan" had expired. The online billing platform/app is cumbersome and very difficult to make a payment on. They keep changing the app and I have had to take my payment into the store twice in the past several months. I will be cancelling my service within the month.

I need a new DVR box and they won't switch it at the store. I will have to have a service technician come to my house! I am not paying for a service call when I was told I could exchange it at the store!

They have all the answers you neither service unreal they already know you that's the best they take of your needs integrity is the worse

Would give 0 stars if it let me. I've been a customer with Suddenlink (now Optimum) since 2014. Their customer service wasn't great when they were Suddenlink, but now with the merge, its downright terrible. It's almost like they WANT you to cancel service and go to AT&T or AW Broadband. Let me give you a relatively short list of issues and misstatements:
1) The price gets more expensive every few months (started out at $59.99 and now paying $120+ every month.)
2) Told us that because of the bad issues we had with them in 2019 (specifically related to intermittent internet service and shady customer service), that we would have a free phone line for life.well that was a lie (a few months later we saw charges for $20/month for the landline). Then when we asked about it their attitude was "too bad, i didn't promise it so i don't know what to tell you", so we cancelled the landline (and they repeatedly called to ask WHY, which we explained multiple times we were bait and switched into thinking the landline was free by one of their reps as an apology for an issue we had with them.)
3) it sucks to get promotions for things we aren't qualified for. Every month i get a promotion in the mail for $55/month 1Gig internet service. When i called them to ask if i could have a coupon for it i was told i dont qualify because i'm an existing customer. IF YOU DONT OFFER TO EXISTING CUSTOMERS, WHY DO YOU BOTHER TO KEEP MAILING US PROMOTIONS? STOP MAILING YOUR CUSTOMERS PROMOTIONS WE DONT QUALIFY FOR!
4) The "customer service" (or lack therof). They dont get paid enough to care, obviously. (thats my theory) because the apathetic (all the way to downright RUDE) attitude of their service team is really the nail in the coffin for me. EVERY time, not just a few bad apples in the bunch. Every single one i've spoken to should NOT have a job in customer service.

Looking highly forward to switching next week, and never looking back.
120 bucks a month for 400MB (what i'm currently paying for internet only) is highway robbery.but they wont tell you that so I will.

If they got thrown out of town, i'd throw a party.

Edit: Since they are replying with an email address, which i contacted that said "disconnecting is my choice" lol
OPTIMUM: **It's not a "shock" when you have a 1.7 out of 1500 customer reviews. Its apparently your business model. So i don't know why you guys even bother responding to the poor reviews like its not the status quo of this company. **

The worst place to get internet in Amarillo. They don’t value loyalty. Been a loyal customer for 8 years and my bill was 118$ a month. Seen an advertisement saying 1 gig was 55$ a month for new members and we were not eligible for that promotion. The lady was very rude and short tempered. This is the worst business in Amarillo.

The staff is great I was turned down trying to switch from my phone company I was needing two new phones and have the money to financing and changing to them all about credit score I would have had to pay full amount no sale

The worst customer service ever. Employees are rude. Stop by to disconnect one the service and they told me I need to call a number. So why do you have a store if I have to do everything on the phone or on the computer. I don’t recommend this place at all.

The absolute worst company to deal with. If they could have negative stars, they would take the cake.