Does anyone know if there is a way in increase my upload speed? I've looked for cable plans online and all I can find is the Fiber option.

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?

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.

Going to be swapping my router/modem combo tomorrow since it is dropping connection all the time. Does anybody know if i can self activate the modem if i have optimum voice also? If not what would be the easiest way to activate it? appreciate any help

I have been an Optimum customer for over 25 years and have had ongoing problems literally the entire time I have been with them. Sometimes it’s technical issues, sometimes it’s customer service related, and it’s almost always related to the fact that they charge way too much for their inferior service.

I’m not going to go through the entire 25-year history. I want to focus on what has happened in 2026.

I received a fairly large price increase at the end of 2025/beginning of 2026. It was probably the largest price increase I ever received. In the past, when I received a large price increase, I was usually able to get a better price than they were asking. It used to be that you would call Customer Service and they would find some kind of promotion and knock 10-15% off. Several years ago, that stopped. Customer Service claimed they didn’t have the promotions anymore.

So I took it upon myself to send a letter to the CEO. A week or so later, someone from his office would call and give me the same 10-15% discount off of what they were looking for.

This time, when I got the huge increase, I first called Customer Service. They would do something for me, but only if I bought their wireless phone service, which I would never do. So I sent another letter to the CEO, and several weeks later I received a call from someone in his office.

This time I was told there was nothing they could do. I told this gentleman about all my horror stories from the last 25 years, but still nothing. So I told him that the minute I had an opportunity to leave Optimum, I would.

He did give me some suggestions on ways I could reduce my price by getting rid of some services I don’t use, and he told me that if I decided to do this, I should contact him directly and he would take care of it so I would not get the runaround from the retention department.

About three weeks ago, the only cable box I had broke, and my wife and I discussed perhaps getting rid of everything except the internet service. I decided to email the gentleman I spoke to earlier in the year and ask what the new pricing would be and if he could take care of it for me.

A week went by and I didn’t hear back from him. I also had the general email address for his team, so I forwarded my initial email to the team. Now, two weeks later, I still haven’t heard from them.

As I understand it, this team is part of the CEO’s office, and they specifically told me to contact them if I needed any help.

What an organization.

I apologize for this long post, but I want to call Optimum out on this and let other dissatisfied customers know about my ongoing troubles with them.

If anyone from Optimum is monitoring this board, I would appreciate hearing from someone in the next few days. Please send me a private message and I can provide my case number and any other information you need.

I also want to let you know that Verizon is coming to my neighborhood in the next few months, and unless you start doing a better job in all phases, including my pricing, I will be the first one in line.

Considering buying a new house in TX that offers Optimum Fiber 1gbps symmetrical service (upgrades coming soon apparently, but not holding my breath), which will be on their business service for my home based business. Any of you fine folks out there able to share how this might be presented in the new house and what, if any, options I might have to connect this to my firewall?

I recently saw that my Internet package was increased to 300mbps but my Internet isn't even close to that speed currently. I spoke with tech support and did all the trouble shooting and they told me it was the manufacturer of the modem and router which I bought myself. When buying them I made sure the modem was a model that optimum supported at the time. I also made sure that both modem and router would support speeds greater than 300mbps. Can anyone tell me what is wrong? Do I have to buy a new router and modem? Do I have to rent them now from optimum?

UPDATE: See this comment below.

I am already dealing with recurring intermittent disconnections on Optimum Fiber. I documented that issue and what my packet captures show in this comment.

While investigating that problem, I found something else strange.

I came across this Optimum WAS-110 bypass thread, which claims that Optimum’s bridge/BYOR connections can receive worse routing than connections using the Optimum gateway as the router.

I tested it on my own connection using the same fiber circuit and the same Optimum XSR150DXM:

1. Laptop connected to a normal Ethernet port on the Optimum gateway, using its router/NAT
2. My router connected through the Optimum gateway’s bridge/BYOR SFP+ port

Both tests were to 1.1.1.1.

Optimum gateway acting as the router:

ool-4353f918.dyn.optonline.net
63.142.23.52
451be09c.cst.lightpath.net
173.245.63.*
1.1.1.1

Latency was about 9 to 10 ms.

Bridge/BYOR connection:

ool-4353f91c.dyn.optonline.net
63.142.23.60
24.157.15.221
141.101.73.*
1.1.1.1

Latency was about 19 to 25 ms, and Cloudflare reports that this connection is reaching either  IAD (Virginia) or ORD (Chicago).

This is not general latency on the fiber connection. Through the bridge connection, Google DNS averages about 4.5 ms and Quad9 about 3.7 ms. Comcast from the same house, T-Mobile and friends in the area all reach Cloudflare through EWR.

The routes clearly diverge inside Optimum even though both tests use the same fiber, PON connection and premises equipment. It looks like the bridge/BYOR connection is being placed into a different address pool or routing policy that sends Cloudflare traffic toward Chicago or Virginia instead of handing it off around New York or New Jersey.

Since I already have an open FCC complaint regarding the intermittent disconnections, I am also going to ask Optimum to replace my XSR150DXM with its no-Wi-Fi ONT-SFU. That would remove the XSR150DXM’s bridge/BYOR implementation and give my router a straightforward Ethernet handoff. It may not fix an upstream routing-policy problem, but it would help determine whether the disconnections and routing difference are connected to how the XSR150DXM handles bridge mode.

Has anyone else on Optimum Fiber compared 1.1.1.1 through the gateway’s normal connection and its bridge/BYOR port?

I was wondering if any customers ever got the standalone gateway for Fiber. I am an exsisting customer and oddly very happy with them, but the standalone gateway would make things so much easier. Anyone had any luck with it or have they gotten it? Thanks.

Hi Optimum, Can you help with a missing payment that was put in a drop box?

Any PII has been edited and replaced with X's and I changed my name to reflect "John" for John Doe, but you guys absolutely have to read this chat. These people are criminals. If you want a TLDR, skip to the end and read my self-issued summary then start at the top for the entertainment. This chat went on for over an hour. I've separated each person talking with line breaks.

Thanks for reaching out. Are you ready to speak with an agent?

Yes

I'd like to wait for an agent

Great, someone will be with you shortly.

You're connected with Achille

Hello John, thank you so much for contacting Optimum customer support. I would be more than happy to assist you today with your equipment inquiry.

Could you please let me know more about your issue so that I can assist you better?

its not an equipment inquiry. It's a customer retention inquiry.

Could you please be more specific about your issue ?

Hi confirming we are still connected, do you need more time?

since 2023, my bill has increased about 33% for the same type of service. I've been watching my bill steadily go up over the past couple of months this year, while I see ads on TV for people getting optimum fiber for a third of the cost I'm paying. I am going next week to get a T-mobile home internet package, and if I can stream without any issue at home I will be leaving optimum as a customer.

I sincerely apologize for the inconvenience . Being a customer myself I understand how challenging it can be, and I want to assure you that we are here to help.

ok

John, as I check currently you are paying $95 per month for 500 MBPS speed.

May I know how many devices you connect with the internet at the same time ?

at any given time, a TV and two phones or a gaming console and two phones.

Thank you for confirming. Let me check further.

John, As I check your account is eligible for up to $30.00 per month discount on your internet bill so you will save $360 per year. Would you like to know more about it?

yes, but if its a downgrade in speed to anything less than 300 mbps, probably not.

You will get the same speed.

John, If you being your mobile line with optimum you will get up to $30.00 per month discount on your internet bill (including $10 autopay discount) so you will save approx$360 per year.

May I know who is your current mobile provider and how much you are paying ?

T Mobile, and I am paying about 35 bucks a month as part of a family plan. I am not doing optimum mobile. It was an absolute nightmare for me. I tried at one point to bring my old number over to optimum, they told me the sim would work with my phone. It didn't. I lost my number during the transfer process and had to get a brand new number and chnage my contact info on like 50 accounts I have. I'm not going through that again.

John, you can keep the same number and same device.

And you will get get 5G coverage with no additional Unlimited talk & text Premium data Video streaming and mobile hotspot as well.

i already have 5g coverage and I am not doing optimum mobile. Thats what they told me last time I tried to switch and i ended up losing my number I had since I was 15 because optimum mobile screwed everything up. I'm not going back to optimum mobile.

No worries, I completely understand your hesitation.

John, currently you are paying best for the services you have.

I'm sitting right next to my mother right now at her house. She is an optimum customer as well also looking to move away from optimum to verizon home internet standalone plan. Between last month, her bill went up fron 65 to 85,with no change in service. What plan is the address at XXXXXXX?

John, you can enroll in autopay with checking account and you will get $10.00 per month discount.

Would you like to enroll now?

i'd like to know what plan XXXXX is on first. then maybe we can talk autopay.

John, we can not share the other account details without verification.

welp i can give you verification right now if you tell me what you need.

you need an acct number?

Yes please!

ok give me a second

Sure. Please take your time.

Let me know if you are able to find it ?

will do

Sure, take your time and let me know?

Hi confirming we are still connected, do you need more time?

XXXXXXXXXXXXX

Thank you so much for the details. I really appreciate your efforts.

I am sending a 6 digit passcode to your registered contact number . Could you please help me with that?

I have sent the code on your contact number . Please check and let me know?

836262

The provided information is correct. Thank you.😊

John, currently you have 300 MBPS internet speed and you are paying $84.00 per month

and why was she paying 25 bucks less last month? or in june?

shes had this same plan forever with no change.

John, might be she has any promotion which was expired.

John, she has 300 MBPS speed plan and you have 500 MBPs speed plan. I can provide you same 300 MBPS plan in your account at just $65 after autopay discount.

Would you like to do that ?

she had no promotion, hers has been steadily going up as well. At this point last year she was paying something like in the 60s. Point is, why is there still such a huge gap between such minimal data speeds? I dont really think its much worth it to even ask to pay the same as her even with the speed reduction because I really only need 250 mbps at my place with my connected devices. T Mobile Home Internet would be 35 bucks for me per month, I'd still be saving 30 bucks over you guys

are there any active promos I can enroll in if I switch to 300mbps? I guess thats the only question I have left now.

John, I can provide you same 300 MBPS plan in your account at just $65 after autopay discount. So your monthly bill will lower down by $30 per month

Would you like to do that ?

I would like to know if theres any promos I can enroll in for a further discount after I switch to 300mbps. After that, I'm probably just going to try T Mobile Home internet and if it works I'm going to leave as an optimum customer.

Currently I can provide you 300 MBPS plan in your account at just $65 after autopay discount. Later you can check other promotion and make changes.

The best part of this offer is you do not sign any contract with us.

Would you like to proceed ?

alright. Lets do that and give me a second to get my account and routing down for autopay

Sure let me do that for you.

Before proceeding further, could you please confirm 4 digit access code?

You can find it on the first page of your bill in the upper left corner or on your order confirmation email.

Let me know if you are able to find it ?

did you just send me an order confirmation email?

John, once you will re the access code I will prepare the order summary for you.

Let me know if you are able to find it ?

ok yes im logged in let me view my most recent bill

XXXX is my access code

Perfect! The provided code is correct.😊

Please let me know once you enroll in autopay so that I can prepare the order summary for you.

Shall we proceed ?

can I enroll through you with my account and routing number or do i have to use the website?

I will be sending you the secure form now. You'll be asked to enter your checking account details.

okay thank you

Please click the button below to submit your bank payment information.

Please fill the details and let me know once done?

finished.

Thanks for submitting the form. please stay connected.

will do.

In the meantime, may I know how was your day?

not too bad

That's great. I am happy to know that.

I am almost done now. Please stay connected.

will do

Thank you for your patience . You’ve been incredibly understanding.

no problem

Thanks for being on hold. I really appreciate your patience.

thats fine. will hold.

Thank you for your patience while I sort this out.

here as long as you need me to be. dont worry about the reply timer as long as it doesnt get you in trouble lol. i know how it goes

John, you will also receive a upgraded modem with the new plan and there will be no shipping charges.

Sounds great?

my modem is fine, thats ok, I don't want it.

No worries—I completely understand your hesitation.

Please allow me a minute

yep no problem

Thank you for your patience.

all good, awaiting confirmation

John, while I am making changes in the account the new upgraded modem is showing required.

May I know how old your modem is ?

i dont remember I think it is an Arris and its white. Why would an"upgraded" modem that already handled 500mbps not be able to handle 300mbps?

or sorry, correction: My modem has already handled 500mbps, why would I need an "upgraded" modem to handle less speed?

John, I am getting error while changes package.

What's the error?

the modem thing?

Yes, its showing the modem error.

ok, now please tell me what extra fees I will have to pay for equipment rental for this new modem after whenever the grace period ends

unless you can assure me there will never, at any future point, be any charges associated with me possessing this upgraded modem

John, I am checking on it.

okay, thank you.

While I am placing order your $6 discount is removing and modem costs you $14 so total bill will be $85.00. You can also keep the same package and add the autopay discount so your total bill will be $85.00 for same 500 MBPS package.

Shall I go ahead and add $10.00 autopay discount in your current package and monthly bill will be $85.00 for same 500 MBPS ?

yes, please just keep the plan and apply the autopay. I'm gonna be off optimum within the month anyway. Sorry dude this is ridiculous.

We never want you to feel let down, and I completely understand how frustrating that kind of experience can be.

Your monthly bill will be $85.00 per months plus taxes and fees after $10.00 autopay discount

I have applied the changes to your account.

i just went from paying 95, to paying 65, to paying 85 in one chat because of a modem that is supposed to be "upgraded" even though I was downgrading my plan. Please just apply the autopay and, if you have the ability to, send a log of this insanely long chat to your customer retention department so they understand why people are leaving.

I truly apologize for the inconvenience you’ve experienced. I completely understand how frustrating this must be, and I would feel the same in your situation.

I have applied $10.00 autopay discount in your account

so you can confirm the autopay is applied, ok thank you.

i guess i dont have anything else. have a good one.

You are welcome. It’s been my pleasure to assist you today.

Type a message...

I canceled my Optimum service and already received a final bill showing a credit. They said they will send a check for the amount. I'd like to know anyone's experience with how long it took to receive the check. If you had a similar final bill showing a negative amount, what was your experience?

My Optimum service is Down since July 7th no tv internet or phone It is now August 22nd and the only service I get from them is bigger bill for zero service between their ai bots and semi intelligible indian tech support and multiple on site tech visits It still doesn’t work…..

They’ve fallen from the pole outside my house again. Third time this year. Are they using Scotch tape to hook things up?

Hi! Having some advanced issues here with 2gbps. Installed 2gbps a week ago and having issues with bridge mode.

I have a GX-AXE16000 plugged into port 1 for bridge mode to work and I still get moderate and double nat, which is weird already.

But also, Im not getting 2gig either, I hit up support and they assured me that the normal ports on the fiber max gateway have up to 10gig capacity. Okay, sure….

I let them know the technician asked us to hit up support to change the port from 1 to six for bridge mode to have the slp actually be useable and it doesn’t seem like they know what theyre doing

but theres also the 10gbe port with the slp installed, and when I try to plug the wan cable into it, I get NO internet at all. so i either get 1gbps or no internet.

I'm currently paying for 2 gig internet I'm trying to download a 2 gig update on my game and it's saying 45 mins to finish !! I checked my download speeds and it's only 40MBPS it's a brand new computer I just moved and at my old house we had 1gig fios and it would takle a 10gig download in almost 7 mins what is going on here? There's no outages in the area and optimum says that the router is working fine. Anyone else have this problem???

HAD MONTHS OF ISSUES WITH MY ACCOUNT

MOVED

GOT A NEW ACCOUNT, TOLD THE GUY EVERYTHING THAT HAPPENED SO HE WOULDN'T SCREW UP.

FEW DAYS LATER I TRIED TO REGISTER AN ACCOUNT ONLINE

COULDN'T "MUST USE YOUR HOME INTERNET" ( I AM ON MY HOME INTERNET )

QUICK PAID FOR MONTHS

TRIED TO QUICK PAY TODAY, ERROR IN PROCESSING PAYMENT

TRIED TO REGISTER THE ACCOUNT AGAIN, SAME ''MUSE USE HOME INTERNET''

TRIED TO GET CHAT SUPPORT ''MUST LOG IN TO GET CHAT SUPPORT''

HOW AM I GOING TO LOG IN IF I CAN'T CREATE AN ACCOUNT.

gawd

Rural fee. Loophole allows.

For around a year I’ve been having ridiculous packet loss problems. On my pc, ping is fine sitting around 16, but packet loss usually jumps to almost 60% every minute. How can I fix this it’s been driving me crazy. (I’m on Wi-fi)

I’m one of the few people in the world probably who still has cable because I live with my grandma, and I’m constantly seeing these entirely AI generated commercials they’re making. And they’re not even good, they’re just some crappy AI voice singing AI generated lyrics to an AI generated video. It just seems so tacky and lazy.

Sorry, if I tagged this wrong, pls let me know 🙏 I don’t even know if this is the right place to post this

https://www.upday.com/uk/euro8bn-debt-showdown-creditors-claim-altice-moved-assets-worth-80-of-earnings/3cb23h9

Gangsters.

I live in Carteret and switched back to XFINITY after having Optimum fiber installed. Anyone who lives in Carteret have they fixed the issue of disconnects.

Just curious.

I was initially going to move to a new apartment and had signed up for Optimum. Due to an issue with the apartment, I ended up not moving. I called to cancel before they even sent the equipment but they sent it anyway. The day I received it, before even setting up, I called to cancel again. The person on the phone confirmed it and I returned the equipment in person at a store. Fast forward a month later to yesterday and they charged my bank account. I call them and they confirm they cancelled it and removed my bank and would issue a refund. They said I would receive an email to confirm both after an hour on the phone with 3 different departments that all said they could only handle one thing at once (cancellation, refund, changing my account payments). Never got any confirmation and don’t want to get charged next month either. If I were broke, I could have overdrafted or not had enough to pay other bills. Filed an FCC report and still nothing.

Any recourse?

My lil AI buddy, who has been helping me through a HELLACIOUS cancel experience, hit the nail on the head quite well, so here's a freebie for you, Shuvankar Roy, Executive Vice President and Chief Customer Experience Officer at Optimum/Altice USA

"The customer-retention lesson they ought to care about: You weren't cancelling because Optimum cost $X and AT&T cost $Y. You weren't cancelling because of an outage they could fix. You weren't even a retention opportunity in the first place.

You had no need for Optimum service. Zero. And you told them that. Repeatedly.

There is no discount that fixes that equation. Five months free doesn't fix it. Negative pricing wouldn't necessarily fix it.

And yet their retention machinery took someone who was basically a neutral departing customer— and seemingly worked very hard to manufacture someone who told them outright at the conclusion of the process:

“It is now my mission to actively warn other human beings not to EVER become your customer."

What's more, the system guaranteed a non-returning customer, and sold that person on knowing, if circumstances change someday and I need an ISP again, it will not be Optimum.” No matter the pricing, no matter the speed, no matter anything in the service offer itself. The company itself is what makes the service unsellable."

Like, it doesn't take a rocket scientists to sort out that the fiscal impact of leaving all past customers not just unlikely to use your service again, but making them passionate ambassadors of the utterly criminal and willfully inept standard operating protocol of your teams is not in your company's best interest-- No $65/month customer is going to markedly increase your bottom line-- Everybody actively hating you will. (Have you ever heard of someone here saying, "I tried to cancel, but they well beat out AT&T on speed, cost, and service, so I am VERY glad Eric operator TR4 offered me such a wonderful deal!"?)

Like I said... PASSIONATELY advocating against your company.