We just got this new router installed yesterday, and it worked fine last night. This morning, we can’t get any connection. I’ve already reset it a few times, but the PON light and internet light have not come on at all. Any fixes I can do on my own, or do I need to get a technician to come out and work on it?
Spoiler alert: this is not one of the optimum cancelation horror stories that one sees so often on Reddit.
So, I have broken up with Optimum after 11+ years. Expecting the worst, I allowed extra time one morning two weeks ago to deal with "customer retention". I was connected to someone in fairly short order and explained that I was moving out of Optimum territory (this was true, but also a way to expedite the process based on everything I've read).
First they asked me for my new address. None of their business, really, but I was happy to comply with the request since I knew for a fact that Optimum did not service the new area. Then came the questions and the repeated holds while the "processed my request". The questions were along the lines of "did I want to put my account on hold in case I'd be moving back" (answer, no), and "was anyone in my household staying behind to continue the service" (no) and "would I care to hear about a wonderful Optimum mobile offer available to me"(no). I remained cordial and patient most of the way through this process, but when we hit the 30 minute mark I began to be a bit annoyed that it was taking so long.
Finally, after 35 minutes (yes, I timed it) the process ended and I am free and clear. I returned my equipment and received confirmation emails for both the returned equipment (right away) and the cancellation of service itself (about 1 day later), and that was that.
All in all, I consider myself fortunate it went as smoothly as it did. 35 minutes to cancel a service I no longer want is about 25-30 minutes longer than it should have taken, but I've heard of far worse.
So for those of you left behind, good luck to you.
Tried to port out to Tello.....Optimum says no pin and that Tello will just call them. Tello said they never call. 2 days of wasted time, calls, chats and money. Instead I am porting to NumberBarn. Parking it there, then gonna port out to either Google Voice or Tello. Optimum blows. The kicker is - while porting out, she offered me some deal to boost my Net speed and lower my monthly price by $30. When I called later I had another rep confirm this. Get this - she says, you are getting a new router shipped to you. I never agreed to that. Then I go to my email and htat first rep also changed my tv package from premier to extra - that is why my bill was going to get lower. I never ever agreed to that. I'm done. That was last stray - going to Fios.
My in-laws were getting a bit frustrated in recent months with their internet speeds. I checked out their plan and saw they had 300mb cable internet and were paying $90 for that. With a little searching I found that fiber was now available in the neighborhood and they could pay $10-$20 more for fiber. They were up for that and decided to upgrade.
They claim they have a "Triple Play" deal and have cable and a disconnected home phone through Optimum and to cancel the home phone plan would just make the bill go up apparently. I did not see any sort of discounting on their bill about that, but I trusted them because my parents had a similar set-up until they moved to a new state. I don't know if that deal affected this in any way.
Day 1: They text us because they got an email that their account was going to be closed on the day they picked to have the tech come out and get them upgraded. They had called customer support and yes, the account would be just straight up closed, no upgrade. We went over after work to listen in on my MIL make more calls and find out we have to fix the account status situation before we can tackle the upgrade again. We were tossed around to so many departments and made no progress.
Day 2: We go back over and decide to head the conversation on behalf of them. Finally get to the right person and we get "That's gonna be a whole corrections form... that'll take some time.. I'll get started on it now but expect a call either in the next few hours or tomorrow morning to confirm the reinstatement." That's it for the night since we can't make moves on the fiber until the account is fixed.
Day 3: No call from Optimum. MIL calls after lunch and is told the account is fine, it's reinstated and won't be closed. That's cool, we don't know who confirmed that because my in-laws sure didn't. Anyway, time to start the fiber upgrades and we go over there after work again. We get on the phone with someone and they start the whole "Let's see what your bill will be with the different fiber options. Well I see here your bill is [$100 more than it actually is]" and we're all frantic. We tell them the bill is not that high and they check the bill history and go "Oh, I can see your bill is normally much less. Must be a glitch, you'll have to talk to someone else." Ultimately we make no progress.
Day 4: The Longest Day. Go over after work, call and explain that we were told our bill is much higher than it should be and wanted to make sure it wasn't a glitch. They pull up the account and say "Your bill is currently [$200 more than usual], but you're right your bill history is much lower, weird." and so we're just exhausted after 3 days of being tossed around to different departments, being on hold & getting pitched to join Optimum Mobile by every single person. We explain that we're just trying to upgrade to fiber and ask if there's any specials for that which might fix the bill or something. We get sent to the retention department. They're very happy to help us and offers them a fiber, cable and phone package for less than they're paying now. Hell yeah, sign us up! Puts us on hold and after a couple minutes.. Hangs up.
My fiance is a glass of wine in at this point and is more than ready to start making a scene and escalating this issue until it's solved. Gets on the phone and over to retention again and explains that [Employee's Name] hung up on us and was offering us a specific deal and we want that. After some time on hold, the employee tells us they can't offer that, but instead can get us the speed we want, cable, and phone for $4 more than the correct bill. Nah, we want the deal the previous person offered. More hold, the person comes back with "Uh well I'll get you the package you want but for a little more than you're paying" and obviously they meant $4 more.
My fiance had enough and asks for a supervisor, to complain about this 4 day ordeal. "Uhhh I don't have one of those" we're told. Okay, a manager? "They just left the floor.." We press to speak to ANYONE above this employee to complain, they can't. They say they'll take our phone number and someone will call tomorrow at that person's earliest convenience.
Day 5: No one called. My FIL finally decides to give it a shot and calls. Gets a deal for the internet/cable/phone for even less than the magical deal from the day before. Tech is scheduled to come next week.
I'm still skeptical it'll work out. We'll have to see.
Just recently Optimum has been blocking me from accessing my banking info(just on edge, it seems to work on firefox) stating Optimum Built in Security is blocking the website.
I tried to go to the advanced security portal as per the security user guide states, but when I click advanced security it just brings me to a page that just has general information and not any options to set it up. I tested this both on edge and firefox
Likewise when I use the click down menu from my profile for internet the only options that come up are wifi hotspots, phishing emails, Mcafee protection, and router. There is nothing for advanced security despite what the FAQ and the user guide state.
I have been checking the speed constantly, I have the 2Gb plan, and the upload speed has not once been symmetrical to the download speed. Giving it till the end of the month, will update you.
I canceled service over a month ago, mailed back everything, have no outstanding bills, but Optimum keeps calling me multiple times a week asking me the same questions. They keep asking me the specific reasons why I canceled and offering me deals on mobile plans. I’ve told the person on the phone each time now to stop calling me and blocked the numbers but they keep using different ones. Is there a higher source I can ask to have my number removed from the system? It’s so aggravating
I have an Arris S33 surfboard connected to Eero with optimum 1 gig service. Arris IT says that since I have 4x Upstream Bonded Channels, my power levels must be 45-51. Right now they’re something like 42-45. As a result, my internet performance is 10% what it should be.
I’ve called Optimum twice stating this adjustment and they tell me to buy new hardware, especially theirs. I called Arris back and they said that if that’s the power, they should change it The only alternative model that they recommended runs $500
Has anyone had any success demanding this change? Any guidance on getting Optimim to adjust Upstream Bonded Channels power levels?
Edit: Initial responses suggest lower power works. My surfboard shows four upstream bonded channels. As cited in this article, more power is needed. I’m not an IT tech, but this was cited by two different of their staff: https://arris.my.salesforce-sites.com/consumers/articles/Knowledge/S33-Cable-Signal-Levels/?l=en\_US&fs=RelatedArticle
The headline says it all. Absolutely the worst phone company i have ever dealt with. Spent 6 hours switching over for tmobile to try and save money due to their absolute atrocious customer service. They advertise as unlimited data but its really 20gb and then they slow it down to 3g for the remainder of the cycle. Had their service for about a month until i finally decided to cancel. Spent 2 hours on the phone while they held me hostage and refused to give me my port out pin to transfer to another company. They refused to give it to me for 2 HOURS. Please do yourself a favor, absolutely do not use optimum for their phone service.
It keep saying that I need to connect with my home network.
Hi I will be ordering Optimum Fiber. I have a couple of questions for the Mods.
1 - does it matter if I order online or call?
2 - When going through the process the form is asking for my payment information. So my question is will I be charged once I place the order and when will be my first payment?
3 - will be using my own modem setup. My understanding is that the Optimum gateway we’ll need to be put in Bridge Mode by Optimum. Also the wireless on the Optimum Gateway also needs to be disabled. So my question is this will Optimum put the Gateway in Bridge Mode before the install or during the install. Also if the device is put in Bridge Mode does the Wireless part of the Gateway still need to be disabled?
4 - is there a 30 day guarantee that it if I don’t like Optimum I can cancel with no charge?
Thank You
Had FIOS for forever in a home office but they pissed me off so decided to try out the Optimum business fiber in a 2Gb setup and give them a shot.
Install - took an entire day, no sweat, at end finally connect everything and... no light! Not a biggie as I wasn't rushed, tech said it's an issue with mainline somewhere so they put in a ticket and it activated itself 2 days later. Still, not the best first impression.
Initial testing - 2.1 Gbps speed on a Ubiquiti fiber gateway speed test, all looks good
Router - OMG, I had heard complaints that "you have to use their" router but I had no idea how awful it is. You have to contact them to turn on bridge mode!?!? You can't just directly access it!? Wifi not easily disabled (have to contact them again!?). Maybe this is fine for home use, but on a business level this is insane to offer to clients. Spend forever on a technical support chat only to be told they can't "see" my router plugged into the 10G port so they can't enable bridge mode. I assume it's a glitch (has anybody been able to use the 10G port in bridge mode?).
Static IP - initial order, tech visit all show "static IP" so I ask the online techs for the info and they say it's not on the account. Spend 30 mins on the phone being bounced around before they confirm it's being paid for but hasn't been provisioned. Try to provision and... they require a TECH VISIT to setup the static IP?!?! I just about lost it, with FIOS you get an email with relevant email and it just works.
I'm running this in parallel with FIOS to see if I'm tempted to switch - man they need to work on their customer service, this doesn't cut it in the business world, quick flashback to why I hated Optimum back in the day.
Anyway, I see a lot of people on here with residential service so just figured I'd give a real-world example of what it's like with a business order - I mean maybe the hold times are quicker, but sure haven't been blown away with competence.
EDIT: And my first interaction with a service appointment, have a 2-5PM window, at 4:55PM call them and on the phone it says "Your appointment from 6-7PM is coming up" - they changed the window at some point but I had zero updates via email/text/call. All this talk that if I'm not there for the appointment they charge me $80, but not vice-versa?! And now it's an appointment for 7PM on a Friday, ah yes, classic business hours.
I am tired of telling the details to reps and honestly feel exhausted having to explain the situation yet again.
I moved to a brand new construction apartment.
My first fiber modem was not connecting to my account during install. The MAC address was not scanning for the tech during install. Yet somehow my Internet worked so the tech left.
Couple days later, Internet stopped working. Phone reps could not find my modem on my account to trouble shoot.
They sent a new tech and he gave me a second modem and said when Internet stops working attach the second modem. So now I have two modems.
Internet stopped working with first modem after couple hours, I attach second modem. Internet still not working.
PON keeps blinking on router. Online says that’s typically faulty fiber connection. I like can’t do shit to trouble shoot. I even told technician. He said it’s fine.
I call optimum they cancel my service and create a new account saying my account t was not provisioned correctly. They said they’re sending a new tech to come.
No confirmation emails about anything. No Internet for days. No one to reach out to.
I need help. I work from home. I can’t do this shit. I want to cancel at this point. Please point my to a supervisor. I can not do the phone rep loop/technician loop any longer. Please help.
SO I have been a customer here in College Station for about 6-7 months. When I did my install, I noticed that the WiFi was branded "Altice" instead of Optimum, and have never been able to access my local router settings. I don't particular care about the wireless name, but I need to get some port forwarding done promptly. Chat service has been somewhat helpful, in that when I go to manage my router I at least get a screen that shows the various functions. However, it never loads completely, eventually giving me an Internal Error.
Any thoughts? Should I just go get a new modem already?
In February 2025, I switched my phone service from Verizon to Optimum after being quoted a promotional rate guaranteed for two years.
Last month, well within that two-year period, my phone bill suddenly doubled. When I called, Optimum claimed they had no record of the original two year guarantee. After enough complaining, they finally agreed to restore the lower rate and told me this new promotion would also last for two years.
However, the confirmation email they sent does not mention the length of the promotion. I called again to request written confirmation that the rate is guaranteed for two years, but they refused. Multiple representatives have assured me that their system shows a two year promotion, yet none of them are able to provide any written documentation.
This is unbelievable frustrating. What kind of company is not willing to provide any documentation to their customers about what they agreed to?? Such a scummy business practice. Why would I ever trust them to honor this price when they already guaranteed me a specific rate and then doubled it for no reason?
Just wanted to vent. Fuck Optimum.
Edit: Only 1 day later and I've already received an email saying my promotional price went on "longer than intended" and my next bill will go back to the normal price. WTF??
About two years ago an update was pushed to the boxes Sagemcom boxes that killed about 50% of IR control. I use Control4, so I created some macros to mimic pressing guide and DVR to get a 1 click on the remote to those sub menus. The channel #s and channel up/down still worked. Life has been fine though was a messy few days until I resolved it.
Sometime Sunday my IR just stopped working on the Main box, not the mini box - that one works fine. I can see the IR is flashing when I send a command, its taped to the box and hasn't moved. But now, NO IR commands work - channel #s, channel up/down, etc.
I also notice how the main box is off every morning, even though I removed the sleep timer to auto shut down and I checked and its still turned off.
I find it odd as I had a tech out to my house 3-4 days before to check my signal and he marveled that I still had these old boxes and he tried to give me a new modem + streaming box to replace it and I refused - the main reason we stick with Cable is because my wife likes to channel surf by putting in channel #s, something you cannot do on those streaming boxes. Tech was there Wednesday, and these issues started popping up Sunday.
Anyways - anyone using IR + Sagemcom boxes notice something funny the last ~72 hours or os?
I own a home which I currently rent out. My tenants signed up for Optimum, and when the crew came out to run/bury the fiber, they cut through my in-ground sprinkler system.
Not a big deal, but we feel Optimum should reimburse us for the repair cost. However, any calls to customer service go through an automated system that requests an account number (as the owners, we obviously don't have an account number), and when we've managed to get hold of a live person, they sound very confused and not sure where to direct us.
Is there a non-account-specific number or service desk we could call that might be able to direct us to someone who could help?
Update: Checked the wiki here, and an email to Vinny.Guerrera@alticeusa.com (Corporate Complaint Director) seemed to gain some traction. At least I've got people following up with me, which is progress.
I am truly at my wits end. I have tried every possible avenue to create an Optimum account. I set up my account over the phone initially and was never given an online account. My partner has been noticing that our wifi cuts out multiple times every night, so he tried calling to get it fixed after my attempt to call didn't fix anything. However, without a four digit access code, he could make no progress. The only way I can get that access code is by creating an Optimum ID and viewing my bills online, since I don't get paper bills and don't have any other receipts.
So I went to create an ID, which it wouldn't allow me to do because I need to be connected to my home network. Except I am on my home network. Tried multiple browsers, tried on wifi and on ethernet.
So I tried calling again. I talked with their awful unyielding AI phone bot and told it I wanted to create an Optimum ID account. And it just! Went silent! It didn't respond, it didn't hang up on me. It just stopped replying and would not reply any further! And I wept
I am posting here because apparently other people have shared that the only way they've been able to get this fixed is by contacting the official Optimum reddit account. So to the Optimum social media employees who occupy this subreddit, please, you are my only hope
Just upgraded to 2gig fiber and the tech that came out installed the gateway 6 max. This one is the older model limited to only 2.4 and 5ghz. It lacks the 6ghz band. They provided me with the older XSR1500XM model.
Curious if anyone has had luck on having another tech sent out with the correct modem? When asking the tech he said he has not seen the the XSR250GK gateway 6e in stock. This doesn't seem right as this is what I'm paying for.
Would I be able to just call a physical store my self and swap it on my own or is a tech a necessary part? I had a lot of frustrations with them canceling last minute and bringing the wrong modem before. If I can just DIY I would prefer instead of wasting a day waiting for them.
