Optimum's "Chat with Us!" online customer service. A segment of a conversation.
Customer (me): These terms were not part of my original agreement. The only written terms on my bill for the past several months established that my promotion was good through March 31, 2026.
Agent (Linda): You do have the option to purchase your own modem, as well, if you would prefer to remove that monthly fee. You can see what modems are compatible with our system by visiting this link: https://shop.surfboard.com/optimum-store/.
A screenshot of the website that displays at https://shop.surfboard.com/optimum-store/.
ARRIS logo in the upper left, above the text "OPTIMUM STORE". A wide text-entry search bar across the top center of the page. An orange Shopping Cart button. A wide orange page divider with "©2025 SURFboard Store" in white text. A small vertical array of 4 gray social media links in the bottom right. And that's it. There are zero products listed on this "store" page.
Optimum's "Chat with Us!" online customer service. A segment of a conversation.
Customer 7:35 AM (chat bubble is off-screen)
Agent 7:36 AM: I'm truly disappointed to hear that we fell short of providing you with the level of service you deserve. Your satisfaction is our top priority, and we're committed to resolving this issue to your satisfaction.
Agent 7:36 AM: I kindly request you to contact our dedicated department they will help you with large credits to lower your bill as I have no other promotions available now to lower your bill.
Our dedicated department can absolutely assist you with this request. Please call 1-888-822-5151. Our hours are Monday - Friday 8am - 8pm, and Saturday 9am - 6pm. Please note they are not available on Sundays.
Agent 7:36 AM: Is there anything else I can help you with?
Optimum's "Chat with Us!" online customer service. A segment of a conversation.
Agent 7:36 AM: Is there anything else I can help you with?
Agent 7:36 AM: Are you still with me?
Agent 7:36 AM: I'm glad you and I were able to reach a resolution for your issue today. It's been my pleasure to help you today Kristin. Thank you for contacting Optimum.
Agent 7:36 AM: Thank you, have a great day!
Your chat has ended
Agent 7:36 AM: Thank you for your feedback!
I simply cannot go more than half a year without #optimum pulling some new fucking money grab bullshit.
Shoutout to "Linda" who dropped this bullshit empty link, spammed multiple messages/paragraphs in <60 seconds to make it look like I'd stopped responding, then "hung up" on me.