Optimum - Internet service provider in Russellville - 127 N Elmira Ave, USA

Very fast and punctual, Matthew#22216 is a very friendly and understanding person. He had my router running in under 20 minutes. Would recommend his services to everyone, 10 out of 10.

I was with the same provider for over 35 years. Before, they were Optimum, before they were Suddenlink, all the way back to when they were Cox cable and there was only cable TV. Once they became Suddenlink, I added my first cable internet. That was when the almost annual increases in price began, but it had to be tolerated since it was the better choice than DSL and satellite internet. Sometimes the service was good, sometimes not. But anytime I had issues with service, they said that it was my fault, but they would send out a technician if I paid the service charge or bought the customer care service. So I basically had to pay them to replace their own cable that had degraded over time. Ironically, over the years, as technology got better and speeds got faster, I was having more issues with buffering when I was streaming. I have waited a long time for fiberoptic competition but it's finally here so I made the switch. Trying to get Optimum to disconnect services is like trying to get out of the Mafia. They will do everything they can to keep you even if you are already receiving services from another company. The office no longer will have anything to do with disconnections unless it is for lack of payment, and they will waste no time in that case. But if you kindly return the equipment and ask to be disconnected they refuse and instead give you the number to their pesky and stubborn salesmen who use high pressure tactics and badmouthing the competition to get you to stay. I sat out in the parking area of the Optimum office calling the number they gave me for disconnection services and it turned out to be a salesman who refused to disconnect even after I begged and demanded for over 20 minutes while they office employees watched me from inside snickering. Finally, out of frustration and anger and my blood pressure through the roof, I had to just hang up on them. Meanwhile, 5 days later, I got another reminder in my alerts that the next months cable was soon to be due. So I called again, hoping that this time they would listen to reason. I demanded that my internet with them be disconnected no less than 6 more times, and he still refused even after I listened to several sales pitches. So, I'm currently waiting on the next bill, which will probably have late fees and threats to disconnect services. I guess this is the only way one can get them to disconnect. They have probably ruined their chance at ever getting this long-time customer back no matter how much they improve services or lower prices. 😤 Edit 1. Just when i didn't think it could get any worse, it did. I called their corporate office in New York in an attempt to finally have the cable internet service disconnected and have all charges and late fees waived. The woman I spoke to was very arrogant and condescending. After I spent a very long time respectfully explaining the way I had been bullied and ridiculed by the retention agents and being refused my disconnection rights, she said that since the office did not provide a receipt for the returned equipment that I didn't have proof that I actually returned the equipment and even if I did return it, I couldn't prove that I returned it on the date that I say I returned it. Her answer to the abuse and harassment that I had endured from her retention agents was that they have procedures that I must follow in order to have services terminated. I then told her, "What procedures? Shouldn't I only have to return the equipment and tell the people at the office that I want to discontinue service?" She then told me that THEY decide when to disconnect! And she couldn't discontinue services until she talked to the retention agents to "get THEIR side of the story and find out if I actually requested my service terminated." She also didn't even give me any hope of reversing the two months of charges and late fees even though I threatened contacting the Attorney General and filing a lawsuit. After begging with billing, my final bill was reduced to 1 month service plus late fees as retaliation for leaving them. 😢

I called to cancel my service before the next month of service started, but Optimum is still expecting me to pay for the WHOLE next month even though I cancelled my service before the billing period, but since they already sent the bill they expect to be paid. That's absolutely crazy and one of the most ridiculous things I've ever heard being charged for a whole month after you've already cancelled your service!?!? What kind of circus are y'all running? That's absolutely bad business. "Oh let us charge you for next month even though you called to cancel before that month of service started" I can't believe that they're doing this. That just seems fishy charging for a product that was cancelled before the start date of the period.

Mathew #22216 was outstanding. Very professional technician. He got the job done faster than I expected it to be done, which was great for me. The fact that he completed the job in such a timely manner I was able to get to the rest of my classes for the day.

Optimum service technician Matthew #22216 was great! He replaced the faulty Optimum equipment and now my television is working fine! Optimum service people on the phone are not as great. I thought online chat would be better but that was not the case.

I visited the Russellville location yesterday with my mother. Dominique was so helpful and knowledgeable as well as very patient with us. We had no idea what we were doing. She took the time to help us and explain things to us. The manager Brittany was also great. She really helped my mom out.

Quinn was super helpful and nice today as we adjusted service. Joked with my daughter over just life things. She was quick, easy to work with, and knowledgeable. KEEP THIS ONE.

If you want to add a new box for your TV, do not, EVER, expect to receive any service from these people. They will tell you to call customer service. They will then have you speak with technical support. Of course they will tell you that you need to visit the store.