Optimum Online & spam popup adverts
“We are not responsible for content on the internet” was the blunt line that I was deflected with when I spoke to tech support at Optimum Online / CableVision. My counterpoint is that I get these pop-ups only when logged on with my new Optimum WiFi account, and even when I browsed my own site.
Optimum tech support refused to acknowledge this, and refused to (initially) escalate this as a valid complaint. It took a 40+ minute heated phone call before the lady on the other side of the phone would even budge from that blunt refusal that there is a problem.
Due to this experience with Optimum Online, and really bad experiences with their tech support, I’ve decided to go with Verizon FIOS instead for my internet connection in the studio, and close my account with Optimum Online.
My experience with Optimum Online has me wondering just how badly they must be bleeding customers to their competitors.
Back to the original story:
Here is my setup:
I have 3 Macs.
I have 3 ways of connecting to the internet:
home = Verizon FIOS (much faster than Cablevision cable)
travel = Verizon hotspot
studio = Optimum WiFi
The Optimum WiFi is new – I had it installed 2 weeks ago in my new studio. I have a username and password … I log in … and a few minutes later, these popups appear at the bottom of my screen for approx 30 seconds. Sure, not a huge problem, but my take on this is that I am paying for the internet connection. There should be no popup adverts.
I *only* get this when I log on via Optimum WiFi. Not from the other internet connections.
I get this on two of the Macs that I took to the studio. So it isn’t one specific computer showing problems.
I get these pop-up adverts when I am on my own website! Not a random website. My own website. I know what is on my website. Definitely no pop-up adverts. And certainly not for Optimum Wi-Fi.
So I called Optimum tech support. The first time they said nothing like this is possible. I said I would make screen-captures the next time I am in the studio on their internet connection. So I did the next time … and called tech support.
The lady at tech support refused (initially) to budge from the scripted text. All I got was the blunt, “We are not responsible for content on the internet”, over and over. Thirty or more times, no matter how I tried to explain that I need to send the screen-captures to someone to look at … and that they could then see what I am seeing, before evaluating this.
I asked for the problem to be escalated. I was told this wasn’t possible. Over and over. Yet, 30+ minutes into this circular conversation, she spoke to her supervisor, and I told to send the screen-captures in.
At one point, the Optimum tech support even told me I should check out the source code of my website as the originator of these spammy adverts!
I expect nothing. I don’t expect a reply or any resolution. It is clear what is happening here with Optimum feeding these spammy adverts through.
The last time I had such abysmal response to a tech call, was when I had to deal with CableVision re my internet connection (before we switched to Verizon Fios). Oh wait, CableVision *is* Optimum Online.
What baffles me is how they can insist that I am not seeing what I am seeing. “We are not responsible for content on the internet”. Sure. But you are responsible for this spam / adverts that appear. No one else would have that vested interest in having an Optimum Wi-Fi ad appear.
Here is another example. Click through on the image to see the entire browser screen capture. (Same with the image at the top.)
What now, Optimum WiFi? What now?
Explain to me again how this is not your problem?
And how my call was not a valid complaint?
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