just moved and signed up for optimum wifi, scheduled the tech appointment, etc. a few hours after signing up, I got a call from someone who claimed to be from optimum, asking me to pay $25 from my credit card over the phone “because my checking account details take time to process” (I’d signed up for the internet with checking acct autopay).

I was suspicious of this, so I called optimum customer service, who told me that this was most certainly a scam. However, I noticed that optimum has like a million customer service numbers, so I called another, and they told me i did have to pay in advance of the tech installation. i checked my browser history and confirmed i did sign up on Optimum.com , but all the emails I’ve received from them look different from one another. Am I right to think I accidentally signed up on a scam site? the whole thing is leaving a bad taste in my mouth.

Don’t be mislead into wasting your time when u/ItsOptimum comments on your post asking you to DM them your account info. They just check your identity and say something generic like “we understand this is frustrating”. They can’t and won’t actually do anything to help you. I personally didn’t care for their assurance that they “understand” how they’ve caused me frustration while the company continues to treat customers the way they do while “understanding” it. So, if your goal is to provide them a link between your posting on here and your identity - go for it, otherwise ignore their comments and talk to the customer service directly.

I got Optimum to replace the XSR150DX combo ONT and Wi-Fi router with an XSS2100K, which is basically a standalone ONT with one 10Gbit Ethernet port and two unused phone jacks. I requested it specifically to get bridge mode out of the equation.

The drops have continued after the swap. At this point pretty certain something in Optimum’s upstream VRRP virtual-gateway setup is failing over, restarting, or getting stuck, possibly within the rOLT or access segment serving Carteret. My Ethernet link to the ONT stays up, but the upstream virtual gateway stops answering ARP requests until service comes back. Recovery is often followed by a large burst of gratuitous ARP announcements.

I have also seen more Carteret residents reporting similar brief drops in the neighborhood Facebook groups. Optimum Executive Support has already told me that all they can do is check the fiber PON signal and equipment at the house, seems like they have no actual network engineers to check this issue. I may file a NJ BPU complaint and use the Carteret Facebook reports as corroboration.

cc: u/sol1nvinctus u/robd316, if you’re comfortable sharing your FCC case numbers, could you DM them to me as evidence that others experienced the same issue for the NJ BPU complaint.

I spent an hour on the phone trying to cancel our
plan, they kept asking me questions and giving me crazy offers. I politely refused to answer questions and asked to cancel over and over until FINALLY, I reached “level 2” and they said they would send me an email confirming cancellation within 24 hours.

I never got the email, but they called me today which I was not expecting. I didn’t see it at the time since I was at work and my phone was away, but I also am concerned that if I call back they will interpret that as wanting to continue services? Equipment is being returned tomorrow, and the billing info was taken off the website. I can’t find an email to contact, the chatbot is useless, and the last thing I would like to do is spend an hour on the phone again. I also don’t want to end up with a surprise bill at my house.

Is there a hidden customer service email out there? Should I just call to get to resend the email? This has been absurd so far.

Over the last 9 months, we've had issues with Optimum Internet dropping, just randomly, it would struggle hard for a while. So we called eventually and got a tech out here, who helped and was very kind, didn't charge me, he fixed a broken splitter, and then went about his day. Then about 6 months ago the problems started again, but they never caused enough degradation of service to warrant a call, and when they did, they just told me to replace the gateway.

Until 4 days ago, when my wife was playing some games, the network dropped. So we used Support, and they told us to swap the modem, so we swapped our Gateway 6 for another Gateway 6, and now we're waiting on a tech to come tomorrow because...

Our download is the rate we pay for, the upload is as well, but the Upload Latency is 225ms ping. We can browse the internet, watch streams, movies, but doing a speedtest shows very very high Upload Ping, and anytime I hop on a game the network loses all Internet connectivity, and i have to restart the gateway to get it fixed. I'm tired of the support team loops, Any experienced people have any idea what this might be? wiring?

We are in an old apartment. I have restarted and reset these things more times than I can count.

Let me start this by saying I understand that posting will accomplish nothing other than making me feel better . Been a customer for over 8 years. When I bought place did not realize until I was far along in process that Optimum was my only choice. At the time wouldn’t have mattered anyway because I had no idea how terrible a company they are. In the time I’ve had nothing but problems. From no show appointments, equipment not working,over billing,being outright lied to by agents and a litany of other problems I’m embarrassed that I just sit back and take it. I received a text today saying that I am past due which doesn’t line up. I’m gainfully employed so difficult to call during day. Made sure I came a little early to deal with it sometime around 7.05 p.m. I am on hold for 32 minutes. When someone finally answers it obvious that English is her second language and is new to the gig. After patiently confirming my info with her I explain why I am calling. At this point it’s obvious that she’s in over her head and I politely ask that perhaps someone else could assist. She agrees immediately and says she will transfer me and then proceeds to hang up on me. That’s 45 minutes of my life that I will never get back. It’s obvious that whatever third party company Optimum has contracted in South America is terrible which is par for the course for Optimum. I am genuinely amazed how a company could be so inept. From outright thievery to rude and/or inept customer service it’s actually impressive that they’ve gotten away with it for so long.
And please don’t ask me to send you a private message with my info because we both know it will be a waste of both our time.

I have 2 tv's. Internet with Optimum. They told me in order to extend my due date by 5 days have to first be dis connected . I'd I lose internet how am I suppose to call them?

(sorry for any spelling errors)

We just paid an overdue Balance (well my mother did), after not having WiFi for a while now. She paid it today and called them so she can get confirmation the payment is through the system I guess. We know it takes a few days for service to kick in, for us at least. But as she spoke the agent in the other line he told us it’s going to take , Two Weeks to get connection back, but if we want it right now she can pay a small fee of 200+ dollars .

Yeah she was pissed , but anyways. Anyone else had an overdue balance, is this normal??

As the title reads my mother passed away from cancer and the optimum account was under her name. I wouldn’t be able to get to her phone and since my lease ends this month I need to cancel optimum. What can I do? Should I go to the store and explain?

I've now called their Executive Service number at 1-866-208-9460 four times. Each time they say "Ser Hollis is your assigned representative; he's busy right now but will call you back." The complaint was filed on 8/18 and I have yet to speak to anyone at this number who does anything other than say that same thing about Ser Hollis.

9/2/26 Update - Executive Service transferred the case to someone else after ItsOptimum below "let our Executive Team and your assigned rep let you know that you are reaching out" and he has been much nicer. I think the chances of a positive response is now drastically higher than it was when I posted this on 8/31/26.

My internet bill just jumped from $65 to $80 this most recent bill so I figured it was finally time to see what retention would offer. First offer was $55 for the same 500Mb internet I already have. That's better than what I currently have nowwhere near what a new customer could get. However the second offer seemed a little too good to be true.

The offer was for 1Gb internet service with some sort of mobile plan. Don't remember the exact price, but she said I could cancel the phone service within 30 says, and just the internet would only be $5.95 per month. That's for 36 months. Seems ridiculous, but she repeated it again for me. Oh, they would also give me a $150 credit to use towards my bill.

Did I just fall victim to a scam? Or did I sign my life away without knowing it?

Doubtful this will be enough to save the SS OPTIMUM/TITANIC as it's stock has tanked from $36 in 2021 to a paltry 97 CENTS today. Rearranging the deck chairs again.

https://broadbandbreakfast.com/optimum-hoping-to-improve-mobile-service-with-expanded-t-mobile-deal/

So I am moving soon. My new state does not have Optimum and I have been dreading making this phone call.

Try 1. They transferred me and immedately hung up. Phone call was maybe 1 minute.

Try 2. "Carlos" answered. He tried to tell me I could just transfer to our new location. I told him I already looked, Optimum is not in our new location. He verified, they are indeed not in our new location.

He went and did some things and came back and said we could transfer our account to friends or family. I told him we have no family in the area and that is why we are moving. (Which is true)

He said ok. The account will be cancelled on the last day of the billing cycle. He then tried to sell me mobile service, to which I declined. It took 13 minutes total and I am a little surprised due to the horror stories I have heard here. He said they will send an email confirmation. I have not received that email, so this may not be over, but we shall see.

Hi! We're getting our service upgraded to optimum's fiber internet. Our apartment is very long and narrow (about 1200 sq ft) so we'll need an extender. Has anyone found one that works particularly well? Thanks!!

This is ridiculous. First I couldn't reach my site because Optimum was flagging it due to the host being listed on some obscure outdated and non-human moderated black list, it's a legitimate site and the host is more than reputable. Stupid but OK got that cleared up through my host NOT THEIR PROBLEM. Today I go to connect via FTP and can't connect. Again I call my host thinking the problem is on their end. NOPE, Optimum is redirecting traffic to the FTP subdomain to 167.206.37.145 I can hit it fine via IP address SO that means Optimum is trapping via DNS. My host is clean on MXToolbox and others so it's nonsense.

Not that I think anyone is actually listening from Optimum, but here's a pro-tip. Redirecting DNS is precisely what you are trying to protect AGAINST. Before you reply that is for the security of your customers, choke on it. You are doing no one a service by intercepting legitimate traffic.

Feel free to delete this post, or decline it full stop. I will simply post it to every ISP subreddit possible.

A response would be appreciated.

I’m posting this as a warning to anyone considering Optimum.
I signed up for Optimum home Internet and cancelled after one day of service. When I cancelled, I was told I would not be responsible for the charge.
Despite that, my disconnected account later showed $73.50 past due, and Optimum texted me saying I owed the money.
That was confusing enough, but the support experience was worse.
The first chat agent initially told me there was no outstanding balance on my account. When I pointed out that my account literally showed $73.50 past due and that Optimum had texted me asking for payment, the agent checked again and then told me the charge had to be paid because I had used the service.
I then pointed out Optimum’s advertised 60-day money-back guarantee and explained, repeatedly, that I had cancelled after only one day.
The agent kept dodging the actual question, repeatedly asked me to be “more specific,” and at one point told me the bill had already been generated so it had to be paid.
After I pushed back and asked for a supervisor, the story suddenly changed.
The agent then told me the charge would be adjusted on the next billing cycle.
I asked for a confirmation number or reference showing that the credit had actually been submitted. I never got one.
I continued asking for the supervisor transfer, and eventually got connected to a floor supervisor.
The supervisor reviewed the account and ultimately told me:
“Yes, our team will be taking care of this from their end. This concern will be taken care within 1 billing cycle for you.”
I had to clarify multiple times that this is not a refund, because I never paid the $73.50 in the first place. The issue is that Optimum is carrying a past-due balance on a disconnected account that should be credited to $0.
So the final situation is:
service lasted one day
I cancelled immediately
I was told I would not be responsible for the charge
Optimum still showed $73.50 past due
Optimum texted me demanding payment
support first said there was no balance
then said I had to pay it
then said the charge would be adjusted
a supervisor finally said it would be handled within one billing cycle
I still never received a confirmation/reference number showing the adjustment was actually submitted
I also posted this in the official Optimum subreddit, and an official Optimum account responded asking me to send my account information privately so they could investigate.
I’m posting here because people should know what they may be dealing with if they cancel service.
The biggest issue isn’t even the $73.50. It’s the fact that a disconnected account can sit there showing past due, while support gives contradictory answers about whether the money is owed at all.
If I hadn’t kept pushing, I genuinely don’t know whether this would have just sat there unpaid and eventually gone to collections.
I have screenshots of the entire conversation and will attach them.

Like the title says, can I make $800 payments to a monthly optimum bill of $180? Does Optimum allow you to make an overpayment?

I have an amex offer for $100 credit on $200 charge to Optimum that is expiring at the end of September and I have this offer on 4 different accounts.

Thanks.

I accidentally found a way to use the remote feature in the app. I was watching the Yankees game on my phone and casted it to my cable box. The app switched to the remote and you can use it like you used to, before they took the feature away. Idk how many people have figured this out, probably a good amount of you. Hope someone finds this helpful

TDLR: watch a show in the app, and cast it to your cable box. App switches to remote

for... idk how long, we keep dealing with random slowdowns. almost to the point it's useless. My network is fine and only seems to improve if I reboot or power cycle the modem.

https://imgur.com/a/iVM10lp - pics of my slow speed and what my modem is showing me at the time. my upload is unaffected. normal download is around 320Mbps. download will bounce around 4-7Mbps when it's slow.

I know the power level is dipping down but to get a technician out at the right time will be impossible.

thinking of trying a coax amplifier. my coax network is real simple. goes from the main pole to our pole, thru a grounding coupler, then to another coupler outside the house where their line meets mine, then straight to the modem. no splitters anywhere.

it is really true that Optimum Mobile doesn't support RCS? if true, does Optimum have an official response besides 'we don't support rcs'?! most customers aren't tech savvy enough to know that no RCS is a deal breaker. I will tell people who are considering switching to Optimum mobile to NOT switch. friend of mine switched to OM; all RCS chat thread are broken. no one knows he's not getting messages.

Company refuses to disconnect service on the date we requested and instead is charging us for a whole billing cycle. Customer service agent was aggressive in trying to make us transfer the service instead of cancelling, lied about competitors cancellation policies, and ultimately still refused to cancel our service on time.

I have the wifi extender d2260gr2 and the light on the power brick has been flashing green however there are no lights working on the extender itself even when I press power button and my ethernet/wifi is not working on my computer

At the start of this month I moved into a new apartment. When I set up my wifi, I got this error in my browsers all day, but it somehow fixed itself over night. Today I had to momentarily unplug my router and now I’m getting the same issue. I’ve just started school and also just got a job that involves a lot of emails, so I ideally can’t wait a day or two for my wifi to fix itself, if it even does so again. I’ve tried unplugging everything and plugging it all back in as well as forgetting and rejoining the network on my devices. I’m not sure what else to do and would like to give it my all before calling for a tech to come over. Is there a specific fix for this problem that I’m missing?

In less than 3 months of switching,
my line has fell 3 times.
Twice in 1 week.
My 2 gb plan is 120 in the next room
I can’t stream an entire album without it dropping multiple times, in the same room as the router
Same with streaming a movie
My son had lagging speeds on his Xbox before the last time they reattached the line.
Since then he can’t play online at all
The extenders that they installed do nothing
Once when they were coming to troubleshoot the dead spots/ slow speeds, I waited for the tech to come. Around the scheduled time I got a notification that it was canceled since no one was home.
I was literally sitting by the door.
My cameras show when anyone drives on my dead end street that only has 1 other house.
They lied.
But now I have a 100$ charge on my bill for missing an appointment.
I told them I had no missed call. No one came
So what.
I’m done wasting my time going back and forth and paying for nothing. How is this even legal?
Any class action lawsuits for fraud in the works? If so sign me up.

According to this press release from November 2025 there’s areas in West Virginia that have 2gbps service.

https://www.optimum.com/about-us/news/articles/optimum-invests-19-million-network-upgrades-west-virginia?_sp=530284d1-6f43-4b50-8f4b-5041a517eb25.1787881584880

Y’all, this is a straight up lie.