My Optimum iOS App: Stats & Benchmarks • SplitMetrics (2024)

2 months ago, 718angie

To frequent service interruptions

It is totally unfair to me as a customer to have this much service interruptions. Optimum need to provide better Internet connections to customers. we are paying double the amount of money for crappy service. Optimum needs to refund me for all those frequent service interruptions.

3 days ago, Jan Ellen

I despise Optimum cable

When we had Morrisbroadband in Fletcher,MC in Henderson County, we next to never had internet freezes or tge internet go down because of a cable problem. Storm problems yes, cars ceashing into power poles and internet poles yes, but not the cable company. Now with Optimum we have terrible technicians that come out one two three tomes and still can't fix the problem because they don't have the technical knowledge. Whether they are legal to work in this county is questionable as their lack of English language word usage is questiobale since none of our problems got fixed. Instead of finding the problem they just give you a new cable box to suppisedly fix tge problem which apparetly it was just a bandaid because streaming channel still freezes or goes out continually and always it is on a weekend . Their store in Hendersonville personnel could care less. They are sitting their looking at their phones when I walked in for customer service -And they were not pleasant and go out of their way to help me. It's like I "bothered" them by coming in the store. Oh what I would give to leave this county and state!

5 months ago, LawsonLove420

Wasted technicians

Had to wait one day to long before paying my bill. Got suspended for 1 day. Paid bill and now they can’t turn my internet back on because my modem no longer works? Worked just fine until they suspended the account now nothing wants to work. Now paid for internet that I cannot use and telling me I have to wait 4 days before they can get someone out to replace my modem and troubleshoot it. That is a waste of everyone’s time and money and I can’t even get a prorated discount or a refund when I paid a couple hundred dollars to make sure this didn’t happen. These people need to figure out what button they need to push to turn my crap back on. Having autistic kids and no way to occupy them is absolutely not ok especially when I pay money for a service that isn’t being received. This company is a giant thief and worse than pirates. Find someone else to get your internet through because optimum is not worth the hassle

8 months ago, Goo goo (16856)

Latest update fixed my issues

Edited: After they released their latest version, I can see my bills, and the app is no longer crashing! Changed from 3 to 5 stars. Like others have stated, there is no way to view the actual bill in the ‘My Optimum’ app, you either have to use their website or the old ‘Optimum Support’ app, which is frustrating. I do have to say the UI is smoother and more modern than the old app, which is a good change. I found a crash: from the list of devices connected to the WiFi, if you try and click on a device, the app will act like it is opening to see the device details but will then crash. Model 2022 SE iOS 17.

5 months ago, new user pam

Service is worse than ever anymore!

I’m always having issues with my Wi-Fi… It works less than 50% of the time anymore… With my cable I am lucky to have the bottom lower channels 75% of the time and the top channels are always scrambled…(those top channels might work 20 to 30% of the time 🤨) It’s just ridiculous… it’s funny I have to call and sit on the phone for 30 minutes or more for ANY Credit for lack of service and they give you a drop in the bucket compared to what you’ve lost… but most the time don’t even acknowledge that you’ve called in and reported even though I have proof of text messages, etc acknowledging my service problems!!! Nearly $200 a month! 😡 Trying to figure out what I’m paying for…SMH!!! I’ve been with this company for close to 5 years (if not more) I think I’m way past due for a change of service!

3 months ago, Your loyal customer for years

Getting cheap with customer service

More n more trying to be technology base but missing the human part, not all the time customers calling for technical support. After wasting at least 30 min you can reach to the customer support and half of the time you need another 10 minutes to explain the problem and hold and talk another 20 minutes. So calling optimum customer service you need an hour and you end being service by technician and some of them are worse specially with heavy accent ones and timings with attitude, show up before time and try to prove they are the best service provider. But don’t understand you show an hour before scheduled. If these things persist soon the people finds the options will replace the services. Hope this review helps your management.

4 months ago, Never Have I

Worst Ever

I have used Optimum as my email for years. The most recent changes (of which I was never notified) has worked very hard to make sure that I am on the phone with Optimum daily for hours. I cannot get new email; four days ago I had email coming in on one browser and old email on another and the two were merged but it lasted one night, then I lost my incoming email again and it is now day three of that problem. Also, some of the people in the call center truly want to help while others make me feel as if I am wasting their time and they are bored and don’t care. It was even suggested that the programmers look at my phone to see what’s wrong. I’ve already been hacked once, not interested in doing it again.

1 month ago, NY'r2NJ mom

Finally Fixed

Spotty area service, every night our internet goes out. Each time need to call tech, have the hard reset. The calls are painful! press 1, enter account, wait for technician, unplug plug back in , blah blah blah. After an average time of 38 min when calling, this app fixes all that! It took me 3 min TOTAL to correct it! Wow, it’s amazingly fast and accurate bc it comes right back up. our movies or page load almost immediately after app reset. Thank you, I finally feel value for the internet price.

7 months ago, mgmiller68

Very helpful app!!

My Optimum cable internet was down, and so I powered off both my router and my cable modem, waited about 10 seconds, and powered both back on, but my cable internet was still down. So I went into the Optimum app, and the app detected the problem. I followed the instructions from the app, and now my cable internet is up and operational again! Am very pleased with this app as a result, and so now I know if I encounter a problem with my cable internet again, I’ll go back to the Optimum app for assistance 👍

2 months ago, Ijm8710

App is improving

Just please eliminate the splash screen when the app first opens. It still takes way too long to load. Most apps load right away within a second not 7-8 seconds Dark mode would be nice as well Lastly, a bug, when the bill first generates, the website makes it clear that if you open a current bill, that that bill is still processing (it’ll say “Processing”); but, in the app, it acts like it’s opening the current bill, but instead opens the PRIOR month’s bill which confuses the user to think the bill is already ready, but it’s an outdated version.

8 months ago, Billy Bob McGenty

Can’t View Network In App

I’ve had the app pretty much since it’s come out and at first it was decent. You could view your network and internet speeds, even see who was connected to the network. For the past few weeks I’ve run into an issue with the app where any time I try to view my network, I get hit with an error screen that says they’re having technical difficulties and to check later. I go to check later and it says the same thing, and it’s been a recurring issue for the past few weeks to a month.

6 months ago, Charleston wva

Internet outage

My internet has not worked for 11 days now. Technician never showed up or called to tell me he was canceling. Called within the last 15 minutes of my scheduled appointment myself to ask if he was coming when he broke the news. Waited 3 hours with no heads up. Called to get a new appointment and was told it would be another week before a technician could get to me. That will make 16 days with no internet. Doesn’t seem like optimum cares if your equipment works or not, and does not get into a hurry to fix it. But I’m sure if I was late on my bill they would be quick to cut my service off. Instead I’m paying for a service that barely works.

4 months ago, m1n2j4l7

Be careful when canceling

I have moved out of the area. I turned in my equipment at the store. I was told I had to call a number to cancel my account. They cannot do it at the store. After being on hold for 36 minutes someone finally answered. The person on the other end then proceeded to put me on hold at least 4 times as he tried to sell me more services even though I told him I moved out of their service area. I was cancelling on 1/29. I was told the billing cycle started on 1/22 and went to 2/22 and I have to pay for the entire cycle. They are “unable” to prorate the bill. Seems ridiculous to me. So now I have to pay for 20 days of service I cannot use.

8 months ago, Lorrie of WV

Always problems logging in

Every time I go to pay my bill I have a problem signing in. The first page of the web site comes through with 3/4 Quarters of the page with a blue out over it so it cannot be used. I call and it takes forever to get password changed etc then next time it’s the same think. I changed my credit card info as I added another card and deleted old card but it still showed up as the default card. Now my payment won’t go through and it’s the same thing over again. When are you going to get your web page up and running correctly???

2 months ago, Mjtelesca

The absolute worst

If Optimum didn’t have a monopoly in my town I would have changed already. They keep shutting my internet off for lack of payment, charging me fees because Optimum keeps trying to run an expired card instead of the new card I gave them. They had the audacity to tell me it was the credit card companies fault and even sent me into a store 20 miles away to rectify. The store told me there was nothing they could do. Internet disconnects and is slow, 1 out of 4 times streaming a show it stops. Optimums router has no ports and stinks so had to get my own. If you have an alternative choice, use it.

1 month ago, ERnurseMe

Such such bull

I had an acct and paid it off and moved to DFW. Came back home and since Optimum monopolizes this region of Texas, I was stuck with them again. Got new service, all good until today. I hadn’t been able to access my acct online, I called and spoke with an agent. Reason I couldn’t access is bc Optimum STILL HAD my old acct number active and THEY SENT IT TO A COLLECTION AGENCY for 0.20¢!!!!!! The corporate greed of this company nickel & dimes you for everything and then sends it to collections for 0.20¢ AFTER you’ve been told your balance is zero. Beware of pocket-lining corporate greed. And one star bc no star was not an option.

8 months ago, Dwalker1952

Changed to Dish

Optimum price is good, but like the old saying, “you get what you pay for”. Storage for recordings was very small. Had to clear recordings daily because there was no space to save a movie without it. Remote was terrible about responding. I ended up many times having to stand in front of the tv to get it to respond. Dish is infrared and responds very quickly. Very difficult to get anyone from customer service that didn’t have a very thick foreign accent. They couldn’t understand me and I couldn’t them.

10 months ago, Macorin

Useless app, useless company

Optimum is about as untrustworthy a company around. I switched my services from 200 MBps to Optimum Fiber 1 gig but the install team never showed during my confirmed installation window. Optimum then said they didn’t have record of the order, even though I had an order number and installation confirmation. To make matters worse, they then raised my rate on the services I canceled. Their apps are useless, aside from giving you a way to pay them. They offer a “chat” feature but it doesn’t work. Go figure. Don’t waste your time with this unethical company.

2 months ago, Beewonka77

Don’t Fall for it

Optimum is good at leaving people with out services for days.. also even if you sign up with them having to call you when services are back running you never get a call always saying that I’m a loyal customer but they aren’t loyal services hate when optimum is always out of service while everyone else is working saying outage then 2 days with out wifi thank gid I don’t have there cell phone service imagen not being able to use the phone even when you can’t watch tv optimum do better

10 months ago, metalspoon

New app is not acceptable

I’ve used the app three times now, and twice it would not open (iPhone on the latest iOS). When it did open, as others have stated, you no longer can view your bill. You cannot expect users to pay if they cannot see that for which they are being billed. The whole point of the mobile app is to bypass using the website, so Optimum should not respond to this criticism by saying “just go to the website”. This is a serious issue that must be fixed immediately.

1 month ago, Absolut3ly disgusted

Connection problems.

I have had this new modem/router combination for about three months. My nest thermostat has a hard time communicating with this router and it is constantly offline. I have no access to go into the settings on the modem/router as Optimum has been telling me for the last three months that they cannot access my router at this time. Very frustrating and when I call all I’m told is Optimum is having internal issues. For three months? Once my promotion is over I will be going elsewhere. Very unhappy with your service.

1 month ago, Eileen J T

Horrible service

Optimum charges are obscene and you can't talk to a real person when trying to contact customer service. You can chat with a bot and that alone is a whole other issue. It took me 3 tries and at least an hour to finally get somewhat of a resolution to a problem that was the fault of Optimum. I wish there were other options for cable service in my area, I would definitely consider changing providers. I would have given zero stars if that was an option.

1 week ago, Securityguard55

App not letting me log in

App logged me out today and I was unable to log back in to the app I then was on the website with customer support trying to fix the issue they were able to get me logged back in on the web part of it but not the app part changed my password like 5 times and still doesn’t recognize my log in. I even uninstalled the app twice and still won’t let me log back In still. 2 stars

9 months ago, Phantumgrey

If I could give negative 5 stars I would

The company is atrocious. The app is next to useless and the customer service is useless. They can’t actually do anything other than apologize and say they understand my frustration. Three appointments this week were no call no show. The techs must be brainless drones. Can’t seem to use GPS to find their appointments. This company has also lied to me many times. “Our tech stopped by”. Yeah?! I got cameras recording 24/7. Why don’t I see your tech on my property?! I hope they go out of business

5 months ago, 83rusm

My NEW big TV

My family surprised me with a BIG TV. I was happy with my smaller TV but I was glad they are so generous. They set up the new TV and brought my smaller one to my bedroom. I made an appointment for the technician to come because the new TV has a warning that there is low resolution. I called and spoke to Jorquis who was VERY helpful and kind to me. I asked if the technician could lift the smaller TV and put it on the chest as I have no one else that can help me. I was so grateful when he said they could do that. I would recommend Optimum/Altice to anyone who needs a cable company that really cares for their customers.

2 months ago, Pfm3336

APP is useless

For a couple of weeks, I have been trying to login with my normal online password. I get the message that they’re having a technical issue. This might have to do with my not logging in using the optimum network. I’ve noticed that when I’ve tried to login to their other apps, it denies me because I’m on an Xfinity network for my iPhone. Their prices keep going up like we’re getting better services and we’re not. This app and the company is not ready for time frame.

4 months ago, [Blessed 😇]

Optimum is Awesome

I have been a faithful and loyal customer for 32 years. It made me feel appreciated and heartfelt when Optimum recognized and remembered me. The Supervisor went above and beyond to show that they care and appreciated my loyalty to them. I really from my heart and Thank her for what she did to say Thank You. Thank You guys in return. 😀😇❤️

10 months ago, Ray and Dot

Functionality is gone!

I can’t find my bill; only the total! In the old app I could not see my bill details timely. I got the detail sometimes as close as 4 days, even by looking every day. I don’t like paying when I do not have the detailed bill!! In the new app, I can’t find it at all!!! What’s the problem? Every time I speak to an Optimum rep on the phone it is about disconnected tv service, or how fast I am paying! And the $20 charge for late payment is outrageous when I don’t even have the invoice!!!

6 months ago, Oxford38

Cannot log into app

Unable to log into the app on my iPhone. I can log in through Safari and on my laptop. This has been happening for 3 days. The app error is "we are having technical issues try back later". I called tech support but they had no solutions. I want to manage my Wi-Fi through my iPhone not my laptop. Not sure why I can’t get this issue fixed.

2 months ago, Bossyouknow

Horrible service

I have been having issues with my service and have had 8 different techs come out to correct the problem but no one can seem to fix it. The last guy said he knows what the problem it but be did not have time to fix the issue and would have to come back to fix the issue. Bug the issue is not a emergency so it will have to wait so frustrated why should I have to pay for a service if it does not work.

6 months ago, Alessandra Castronovo

Wifi

Every single day when watching tv a sign pops up on the tv and it says wifi is not connected to internet. Also when watching regular tv/or movies the screen freezes and swirling circles appear. If I’m watching a movie on optimum TV when this happens you MUST start the movie from the beginning. This is extremely frustrating especially as it can happen at anytime. Your service leads a lot to be desired and I’ve been a loyal customer for over 40 years

1 month ago, bwalker29

Optimum as a whole is not good

I’ve only had Optimum for about a week and have had connectivity issues multiple times, having to do a 5-10minute reset via the app each time. Sometimes my shows are pixelated and calls to my friends and family cut off or say “connection unstable”. Coverage is terrible and if I could’ve brought my Spectrum account over to Bushwick I definitely would’ve!

3 weeks ago, Divaloxx821

App is working fine now

I gave 4 stars for the simple fact that the app wasn’t working properly, but I reached out to support and they fixed the issue I was having. They responded very quickly and made using the app seamless. So far I’m happy with using it. Thank you support team.

10 months ago, Topper53dano

Way worse than the previous app. Bad idea.

The regular Optimum app ran smoothly and definitely did not need a revision. It was personalized to me, with a menu that included options to view my current bill and previous bills, to “chat”, and “find a store”. This new app, oddly called MyOptimum, has none of My history in it. It just takes my money but offers no accommodations to me, not even a menu. Therefore I will not be using it. I’m sticking with the older, and much better version.

6 months ago, Ravi Sheth

Lies lies lies

Every since altice took over optimum the service has gone to the worst!! They are awful when you speak with them. The service is always out and they lie to you about your speed. The only real speed test they go by is on there site. While every other site shows you the speed is half of what your paying for. They have monopolize the areas and have banned other carries from giving service. This is literally the worst service carry ever.

2 days ago, Reddog131313

Rain=no internet

Every time we get moisture the internet goes out. I call and they send technicians out to tell me nothing is wrong. They need to check when it rains! They have changed all connections and cables, but still goes out during a rain. Neighbor with same service provider have the same problem. Neighbors with different service don't. Guess it maybe time to change.

3 months ago, tmallard1990

Technical Difficulties

Ever since they updated and changed the app a few months ago I haven’t been able to use it. I can’t log in to pay my bill or use the app at all, due to “technical difficulties”. I’ve waited for other updates but it still hasn’t worked. My log in and password still work on browsers and Ive been able to pay that way so it can’t be an issue with my login info. This app just does not work on my phone.

4 days ago, Slimmerdaddy

Worst experience I ever had

I have had nothing but problems with my optimum WiFi and tv since it was installed less than 2 months ago. Spotty service. Lose internet connection. Had technician come and fix and next day stopped working. Have made over 6 calls to optimum including speaking to supervisors and no one seems to care. Have had appointments cancelled. Worst customer service I have experienced! Wish FIOS was available in my community.

4 months ago, Get Otta Here

Payment on app

The app won’t allow you to make payment early on account even if it’s paid in full!!!! Customer should be able to apply payment ahead of time just as well as this company charges ahead of time for their billing!!! 😔SMH

5 months ago, PMinier83

Internet outage

Used the app, gave me directions on what to do and a simple press of a few buttons, and the problem was fixed. It took a little longer than expected. But be patient.

10 months ago, mcse.emt

Optimum proof they couldn’t care for support

I use to use the old app “Optimum Support” yeah almost monthly as optimum service is bad and treat their clients with monopoly, now the old app does now work and forces you to use a new app called My Optimum, I downloaded it as I did have an appointment with optimum tech today, surprisingly the app does not have an option for support the best it gives is a lousy speed test This app just proves how optimum couldn’t care less about their customers

5 months ago, Vely J

Thinking about leaving

I’ve been a customer for years now. Unfortunately, now that u work from home it’s not working out for me. Every time that I turn around I don’t have service. I’m really getting tired of calling and calling to get what ever is going on fixed. Sorry Optimum, it’s time to check other horizons.

4 months ago, Internet app struggles

Limited Control

Adding devices was incredibly time consuming because the name does generate a title that true identities that the device is. Still trying to figure out have to control screen time for kids. Can’t add a schedule to devices. Verizon does.

1 month ago, Noooo service

Disappointed

Having months of trouble with my service countless and confusing technical support calls mean while still have to pay my bill notes are not being kept or read and I to start with months of conversation in one call which no one wants to hear forget it when my call get outsourced out of the country might as well talk to the cable box instead just smh

6 months ago, RVA Jr

Cable

Had recently replaced box after thanksgiving But would not power up tech came but still Miss. Weather channel and 3 others I’ll be pay late and may cancel optimum

2 months ago, mistic queen

Payment

This app is dope. Being a traveler since my retirement payment my bill has gotten easier with this . I can still pay my bill on time while enjoying my vacation in London, England. That’s a win, win 👍🏾

6 months ago, LoyalCustomer4Life

Trouble shoot

This was the easiest trouble shoot and fastest service I ever had. I used the app while sitting on my couch within 5 minutes my internet was back up. Thank you Optimum I’ll forever be a customer.

8 months ago, Ziplash13

Horrible app

This app does nothing but draw. It does not allow you to pay your bill, see what is connected or show your profile.

8 months ago, Peachy Michelle

Payment Options

I do not like this new app it only gives the option for quickpay and I am trying to change the dollar amount and it won’t allow you to I’m guessing I have to be inconvenienced to call them or chat online to make a different amount

5 months ago, krayjones

1Gig never happens

Optimum you're days of monopoly are coming to a close. There is a new provider in town and all of those you've been overcharging are gonna bail on you! I am one! I have NEVER received 1gig speeds and not even close. I've tested it several times if the day and even in the middle of the night - nope. I am gladly gonna leave as soon as Sparklight is completed their fiber drop. The trucks and working now so ain't gonna be long.

Description

Introducing the all-new My Optimum app Find what you need in the palm of your hand and manage your Optimum account right from your phone. With the My Optimum app you can: • WiFi Management and Internet Troubleshooting Get total control at your fingertips. Check your WiFi network, view or update your network name and password, examine network details, and troubleshoot internetissues. Find outage detection, helpful tips to optimize your speed and network.Plus, get updates and notifications regarding your Optimum account, reported outages, or bill reminders. • Quick and Easy Bill Pay Make sure bills get paid on time, every month with Auto Pay or make a quick and easy one-time payment at your convenience • Optimize your Speed Receive step-by-step instructions and visual cues for pairing, installing, and placement guidance during the installation of your WiFi extender. With real-time and specific feedback for the extender on your account on how to place it correctly, your experience will be seamless. • Personalize your Experience Effortlessly manage your home Wi-Fi network and your devices—anytime, anywhere. Create a customized profile for each family member and organize devices by the people that use them most. Plus, monitor and track usage and screen time across all the devices in your home.

My Optimum iOS App: Stats & Benchmarks • SplitMetrics (2024)

References