PISCATAWAY, NJ – Piscataway officials said that talks have continued with Altice USA over ongoing cable and internet disruptions and customer service issues in the township and what could be done to fix them.
“There are ongoing concerns, and according to our conversations, they are addressing them,” said Council President Gabrielle Cahill on Thursday.
The parent company of Optimum, Altice is the sole provider of cable services to township homes and businesses.
In response to complaints filed by Cahill and Mayor Brian Wahler with the New Jersey Board of Public Utilities, and calls with the company’s government affairs department, Altice has announced plans to upgrade the reliability of cable services by splitting two network nodes into two each, said township officials.
“One of the nodes is in the Heights area on River Road between Overbook Road and Hoes Lane West and the other is in the Arbor area on Rock Avenue near West 7th Street,” said officials.
Altice/Optimum operates 116 network nodes throughout the township, each serving about 400 homes and businesses. The nodes are used to distribute tv and internet bandwidth throughout a geographic area.
“The service itself is being addressed by the updating of these nodes, and we encouraged them to look at (addressing) more being that there are so many in town,” said Cahill. She said Altice’s engineering department determined which of the nodes were deemed high priority.
Splitting these two nodes into two and upgrading the related infrastructure is expected to improve services to the customers they serve. The work should be finished in about six weeks, said officials.
Customer service issues with Altice/Optimum have also been mounting, adding to the frustration many have expressed.
“They admitted that their customer service department was completely inadequate and depleted of personnel and they are hiring more people now,” said Cahill adding that they are also looking into the pricing structure for cable and internet which some residents have brought up as a concern because of the unresolved service issues.
“We are following up with another call next week. This is an ongoing conversation and advocacy that the township is going to have,” she said adding that residents should also keep the pressure up to help get to a resolution.
Piscataway residents who continue to have issues with their Optimum services, including cable TV, internet, and phone can file a complaint with the Board of Public Utilities’ Cable TV Assistance Line by calling 1-800-624-0331. Online, visit https://www.state.nj.us/bpu/assistance/complaints/.
Residents can also contact Optimum’s Customer Service department by using one the phone numbers or chat feature in this link.
They can also fill out the Optimum Customer Service Referral Form: https://bit.ly/Piscataway2020. Altice USA will take the entries and escalate the service needs to Customer Care and management.
Or write to:
Office of Cable Television & Telecommunications
New Jersey Board of Public Utilities
P.O. Box 350
Trenton, NJ 08625-0350
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