Howell Twp Offers Optimum ‘Complaint Survey’ Ahead Of Renewal

HOWELL, NJ - In light of a surge of complaints regarding Howell Township’s internet service provider, the township unveiled an online survey this week for residents to detail any service issues. The form is aimed at gathering information before the upcoming franchise renewal with the internet provider, according to a municipal notice.

“The Township is well aware of the extremely high number of complaints about Optimum/Altice and their cable TV and internet services,” the notice wrote.

The form can be accessed here.

“We request that this form be completed regardless of complaints you may have submitted previously through any other forum or email. Please understand that completing this form is solely to provide information to the Township and assist us in our negotiations. Those negotiations will ultimately result in an improved service to the community as a whole," the notice continued.

A Sept. 15 Howell Township Council meeting, Mayor Theresa Berger expressed her own frustration regarding the township's internet service provider:

"I agree one million percent. It is horrible, it is horrible," Berger said. "Our internet services in this town are horrible."

The mayor's response was prompted by a local question calling for the council to file a formal complaint with the NJ Board of Public Utilities against Optimum, Howell Township's internet service provider.

Related: Twp Council Slams Internet Provider In Howell: 'It Is Horrible'

Several other residents responded to Patch’s previous coverage, with some locals sharing that shoddy internet service has heavily disrupted remote learning and work amid the ongoing coronavirus pandemic.

“We've had the same issues of getting dropped multiple times during virtual learning,” one user wrote.

“Optimum you should be ashamed,” wrote another.

An educator residing in Howell Township shared her concerns with Patch over poor internet connectivity, both for herself and for students. As detailed in a June letter to Mayor Berger, the instructor wrote that internet issues at her Candlewood home have impacted the educational experience of over 80 students in a nearby district.

“I am a teacher who needs to remotely/virtually teach over 80 students in the eighth grade. I have impacted over 80 families due to my inability to zoom sessions with my students or email them their work. I am also the mother of two children who need to complete their assignments for school,” she wrote.

The middle school educator also stated that a representative from Optimum indicated that her section of Howell was "flagged a hot spot for COVID-19" and thus could not dispatch a technician or provide an estimate of when a technician would be able to service the problem.

“My family and I have gone days without our landline phone, TV, and most importantly, a dependable internet connection to keep us in communication with our jobs, teachers, and family,” the teacher added.

Are you experiencing internet issues in Howell or surrounding areas? Let us know in the comments below.

Residents can file a complaint with the New Jersey Board of Public Utilities here.

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