Optimum Refuses Gateway 6E on 1 Gig Coax Despite Its Own Documentation
I recently signed up for Optimum 1 Gig coax service and was provided with a standard Gateway 6. I contacted support to request the Gateway 6E because most of my devices support Wi-Fi 6E or Wi-Fi 7, and I specifically want access to the 6 GHz band for cloud gaming and other latency-sensitive devices.
Support initially told me a replacement could be shipped. After checking my account, however, they claimed the Gateway 6E was not compatible with my plan and said I would need to upgrade my internet service.
That response is frustrating because 1 Gig is already the highest coax tier available at my address. More importantly, Optimum’s own published information describes a Gateway 6E for HFC/coax service that supports speeds up to 1 Gig, separate from the fiber version.
I understand that equipment availability or eligibility may vary by market, but Optimum should provide an accurate explanation. Telling a customer to upgrade to a higher plan that is not available, while its own documentation says the coax Gateway 6E supports 1 Gig service, is misleading and does not resolve the issue.
I am not looking to visit a retail store to troubleshoot an equipment or provisioning problem that should be handled remotely. I would like Optimum to clearly explain the actual restriction and either provide the correct Gateway 6E or confirm why my account is specifically ineligible.
Has anyone here with Optimum 1 Gig coax successfully had a Gateway 6E shipped or provisioned? I would appreciate hearing whether this is a broader policy, a regional limitation, or simply inconsistent support information.
I’m already missing my Verizon fios, sadly optimum is the only provider available at my new address. 😭