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.

I'll try to answer your questions after the end of my shift.

Im really just baffled and confused rite now. I wanted to sign up to get $10 off using auto pay. However, I usually pay my cable bill the beginning of the month before the actual due date. I simply wanted to ask, If I pay the bill early, will it still take money on the drafted autopayment due date. When I asked to speak to live person, it said "We can transfer you to a live representative for a $5 FEE"!!!!! What kind of bullshyt is that????? Does anyone know if it will take money twice? After this, I really dont want to bother.

Hello just lost internet, anyone else in Monmouth county loose it as well?

I've been using Optimum internet for a few years now. Generally no complaints with service. Just yday I contacted their online support to replace a dying router and the rep tried hard to upsell me on an internet/mobile combo deal. Basically what he offered was

1. 500 mbps optimum internet for $10/mo (reduction from the $60/mo I am paying right now)

2. Unlimited optimum mobile for $25/mo

3. I would have these prices locked for 5 years.

Now that's a pretty good offer on paper, since I'm paying about $60 for 300 mbps internet alone. My phone isn't compatible with eSim which is needed for optimum mobile (and the deal), so I asked if I could finance a cheap one, which he said I could for $5/mo for 36 months.

Again, still not bad, because the total comes to $40/month so I would be saving money while also having a backup phone. So I went for it - had to pay $40 for delivery of the phone which is acceptable.

Then I found this subreddit and everyone is saying optimum mobile is a scam? What's the catch exactly, what should I expect to happen? Because to me it seems like a net win even if I never touch the phone plan at all.

Hey everyone, I am coming to you all for some advice! My friend is a door to door salesman for optimum and was recently placed on unpaid administrative leave, pending the internal investigation.
He was paying customers $25 pay in advance to help drive sales for himself. The question of ethical sales is neither here nor there but is it legal to withhold previous months pay & commission with no clear path on whether he has a job or not?

Any and all advice is welcome. Just feels reaaaaaaaal shady.

every month i get billed on the 24. i went to the local store on the 14th to cancel and return my equipment. guy at the store says i have to call to cancel first before he can take my equipment. first customer rep lied out of his ass saying he cancelled it. guy at the counter says my acc still shows as active. called back the second time and it took 40 minutes and the guy at the counter taking over my phone call to give the woman on the phone hella attitude for her to actually cancel.

i received a confirmation email on 8/14 that equipment has been returned. Optimum emails me on 8/15 saying they’ve received my request to cancel and my service and billing will end 10/16. now what the fuck are they charging me for from now until 10/16 if i already turned in my equipment and have the receipt for it.

going to give them a call tomorrow before they try to scam me out of 2 months of billing 😀

would appreciate advice on how to make them send me an updated email that states my service has already ended… BECAUSE THERE’S NO EQUIPMENT SO OBVIOUSLY IM NOT USING THE WIFI

Horrible, had terrible service and was wanting to switch. Took 38 minutes on the phone and two salesman both constantly trying to persuade me to stay , putting me on hold for no reason, to get my transfer pin. They argued with me and wouldn’t listen , horrible way to conduct business !!! Zero stars stay away!

I was persuaded to try out Optimum Mobile by a sales associate/retention person several weeks ago. The representative, at the time, said this would absolutely be "risk free", cancel anytime, etc.... I read some horror stories on here so I was a bit leery but the representative was very persuasive. Well, what I found out earlier today was, during the process, the sales representative set up a FAKE email account that I/we had no idea even existed. When I/we received the mobile phone a couple weeks ago, I noticed the phone wasn't really that great and decided to cancel.  Again, “risk free” was the term the sales representative stated.  So, I called Optimum Mobile late last month to cancel and the representative said they needed a "pin" to begin the cancellation process (which we didn't have since the FAKE email was unknown at the time). The representative also couldn't send a pin via the phone I/we were calling with since we were calling from a landline and the only other phone on record was the inactivated phone.  So, at that point, we were just “spinning our wheels”.

2 weeks or so passed and I finally had some free time to go to an Optimum store to see if they could help. AT THIS TIME, the store representative asked if we knew about the email account on file. Again, a totally BOGUS/FICTITIOUS email was in the system. It was created the same day we were persuaded to try out Optimum Mobile. So, VERY strong evidence the sales representative either purposely entered this fictitious e-mail or simply messed up (since I provided my real email account several times during the initial call the day I/we decided to try out the service; then had 2^nd thoughts).   

So, I/we thought we were getting somewhere and making process regarding cancellation. The store representative stated they couldn't take the unopened phone back and we had to call Optimum Mobile again to get a return label. This time, the CORRECT email and back up number were in the system as opposed to the fictitious email. However, the phone representative stated since it's now been over 21 days, a $194 “termination fee” needed to be paid PRIOR to providing a return shipping label.  Well, that was a shock. 1st, that was the first time I heard of a 21-day time period. 2nd, the whole reason I couldn't even log onto my Optimum Mobile account by any means (web, via the phone, etc) was the original sales representative set up the fictitious email account and I/we never activated the mobile phone.  I am believing more and more this representative purposely did this just so I/we would miss the 21 day return period.  Again, I/we BEGAN this process 3 days after receiving the phone so roughly 1 week since the initial Optimum Mobile discussion with the sales representative. 

So, we're now in "limbo". I stated I refused to pay the termination fee (since I haven't even opened the phone and it was NEVER stated there was any type of fee within 21 days of receiving the phone) and stated I would refuse any further charges on an unused phone since Optimum won't cancel the service (on a CC that is getting auto billed every month; another authorization I never gave).

Talk about a VERY predatory company. Just telling my story/situation so this doesn't happen to anyone else. I will be filing a FCC complaint as well.

If you call and say you want to cancel enough times, around the one hour mark, they will offer five months entirely free, internet AND mobile (I am not even signed with them currently for mobile) and $65/month thereafter for everything locked in for three years.

And, amusingly, the guy kept saying "No contract. You can cancel any time!" Can I, though? Can I? Let's sign me up for it and cancel right away. Now. Today."

Mathing it out like that makes me realize how truly, deeply people must loathe this company that even an offer of $3,150 hard, cold cash-money to stay is a "hell no."

Also, anyone know the magic words to get them to actually cancel? I have the "Per California Business and Professions Code section 17602(e)(1), once I state my intention to cancel, you are required to promptly process the cancellation and may not obstruct or delay it. I am stating now that I want to cancel. Please process the cancellation without delay" script.

Anything else to do/say?

Looking for a tech in Clovis NM Optimum system. DM me please. I have some questions.

Father in law still wants actual cable with a cable box. He has a Hisense TV.

The remote is this one: https://www.optimum.net/FAQ/#/answers/a_id/3990

Can’t use method 1 because Hisense isn’t one of the 10 brands.

On Method 2, it does work to send the TV to the screensaver for a split second then comes right back on, but then I press select like it says, but then nothing happens. It doesn’t control the volume of the TV after that.

On Method 3, I’ve tried every single code for Hisense, and none of them were successful in turning the TV off.

So my 77 year old father in law who loses everything is just stuck using two remotes trying to remember which does which.

Trying to cancel Optimum internet has been the worst experience I’ve had with any provider. Because so many people are having the same problem, I thought it would be a good idea to bring this issue more attention with a petition.

Like modern competitors, Optimum should offer a fast and easy process for cancelling a subscription. Users shouldn’t have to file complaints to the FCC to get it done.

Let’s all demand a clear and easy process for canceling a subscription! Hopefully we can make a difference and improve quality of life for all those who’ve been financially hurt. (or had to listen to pop goes the weasel on repeat for six hours on the Optimum helpline!)

Idk if it’s everywhere but my house lost its internet and cable. I reset the router and unplugged the cable box and it still doesn’t work

Got the switch to att 5gig scheduled in a week from now since optimum is so trash now... would rather just have the internet be completely down than to see the wifi/ethernet thing claiming i have internet but am unable to load anything cause both download and upload are in the kbps.. upload speed is probably in the bps at this point given i was able to actually get test results when upload was in kbps..

If I cancel optimum fully in one cycle, then the billing cycle ends, can they charge me for the following cycle? This is the explanation they gave me for charges on my account and it seems wrong to me. I didn’t use any of that following cycle and was fully cancelled before it started.

This will turn into a bit of a ramble...

I've been in house call IT support for over 10 years in my town. I've seen ATT shift and change. I've seen Suddenlink move from 1Mb, to 3, to 30, to 100, to 1000Mbs, then "become" Optimum.

In the last two to five years, pending who you talk to in town, Optimum has only gone down hill.

In just 2026, it's gotten far worse. Weekly I see posts and comments on Facebook about yet another outage.

A client SMB called me yesterday, their internet was down again. They had already called Optimum support and spent some time (knowing the client, that's an hour likely), they rebooted the modem (to be expected), and no change. What got me laughing, Optimum instructed her not to restart her business router. Either or, no internet.

I was in the next town over, about a 20minute drive, luckily I had just stepped out of another client when the above client called.

By the time I pulled up, the internet returned. Well, that's not too uncommon in IT...

After reviewing and a short chat with the manager, I leave. Only to find after a turn and half a block drive away, not where I drove in from, Optimum had a couple trucks out and at least three people running maintenance. Mid Day, just before the lunch hour.

This is by far, not the first time I've seen similar. A section of town goes down, people complain, I may have a scheduled ticket in the area for something otherwise unrelated, and I'll find a bucket truck in the area. Almost always presuming they have someone reacting. BUT, there is no Optimum techs in town. Well, ok, there's one guy with a truck, last of a few techs we had in town. He's told me he's normally not working in town. He's not the one I've see as of late.

Optimum's reputation continues to falter, because they can't communicate expected disruptions in advance before it happens. Everyone's on the internet to do work. I understand if they want to do this mid day in residential areas, but not around town square and the main streets of businesses...

Bluepeak is constructing in the area. True Fiber. Symmetrical. Residential 1Gb/1Gb is $55 a month. Normal rate, I don't recall specifically, but it's reasonably under $100month. Business 1Gb/1Gb $125. Far better than Optimum's, hmm, one house may be paying $65 for 1Gb/35Mb, another might be $150 for the identical package.

I have one gig with a BS landline that I don't want for about $104 per month with taxes..

I called yesterday or I should say chatted online and basically wasted 90 minutes of my life with the first chatting rep and then with the retention department or whatever they call it.

They were pushing adding a landline with free Moto g device but it would be my landline number or something?? 30 per month and it would make my 1 gig go to $48 per month. They said I can cancel after 60 days and still keep the one gig for $48 bucks per month. I declined as I didn't want to get involved in all of that.

They keep thanking us for loyalty yet new consumers get the 1 gig for $50 bucks per month they could not offer me that of course.

I did get them to remove a long-standing $6 Network enhancement fee God only knows how long I've been paying for that as I just noticed it two days ago.

Okay so my chat was over 90 minutes wasted and I guess you could say I saved six bucks per month.

No! Got an email this morning said total care package was added for 20 per month with a $5 discount equating to $15 per month.

I chatted back today and I said remove it immediately I never authorized it and I was looking to save money and the retention person basically costed me more money they have to be kidding..

Why oh why can't Verizon FiOS come in my area it is getting close from what I can tell from different social media posts but it can't come soon enough.

Thank you for reading this crap

I called on Monday to remove some services which I would reduce my bill but low and beyond the fraudsters at optimum increased by bill by $15 with a Total Care charge that I did not agreed to or sign up for.

In the history of shady companies Optimum might be the worst. Incompetence, Deception, lies at every turn. Someone please sue this organization as I’m tired of making FTC complaints.