r/OPTIMUM

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.

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

Losing patience with frequent troubleshooting of my Optimum cable boxes and tech team that seems clueless. Should I stick with the Optimum cable, transition my Optimum usage to optimum.tv or ditch Optimum, while keeping their high speed internet, and sign up wiyh Youtube TV?

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.

This is going to be long. Sorry I don’t know what the right flair is.

As a background, I was renting a condo owned by my elderly parents who live in another state (not driving distance). I had optimum there.

I moved and wanted to cancel my Optimum subscription and get Verizon. (The obvious move). Optimum made canceling miserable. Kept trying to get me to stay. Called me every day in the middle of the day for weeks trying to get me to get their services at my new house. Every time, I told them no and I begged them to stop calling me. Eventually they did.

Then, heading into winter my parents were worried that the heat in the apartment wouldn’t work without WiFi because they have a nest. They called Optimum to inquire about resuming services. To have the conversation, they needed me on the phone. The agent called me, had me verify my identity as the account holder and put me on a three way call with my parents.

During that call I said (which was confirmed by the agent I’ve been speaking with) I said “I’m not paying for this”, “I’m done with optimum” and generally “no”. My dad suggested keeping the account hooked up to me and my billing to which the agent said I “objected”. The gist of my part of the conversation was with my parents and i said I don’t care what you do but leave me out of it. I could not have been clearer. I got off the phone because i was at work.

They then transferred my parents to sales. The agent told them it would be 75 dollars a month. My mom responded “I’m not comfortable entering into a contract” and “75 dollars a months seems like too much money to spend on internet for a home we don’t live in”. The agent said “it’s not a contract it’s a promotional offer” (which any first day law student can tell you is, in fact, a contract; and that if they provided something they’d move forward. SPOILER: my parents ultimately decided not to move forward with the service. They realized the nest would work without WiFi and 75 dollars is crazy for an empty apartment. They tell me that and I go on never thinking about it

Until last week when I realized optimum has been charging me the last six months without my authorization.

Basically, I spoke to a bunch of people and got escalated to the world’s biggest gaslighter. He said he needed to investigate. Totally fine I get it. Okay so he pulls up the transcript and his position is originally that I authorized my parents to reinstate my account. Mind you, he’s reading me the conversation where I repeatedly said no and I’m not paying for it. I tell him I did not authorize them to do it, but even if I did THEY ALSO SAID NO. So he said let me look into whether they said no and maybe we’ll be able to refund you if they said no.

He calls me back the next day and his ever changing, circular positions were astonishing. He said

• my parents didn’t say no (he read me when they said they weren’t comfortable)
• of course my parents authorized it, it’s why they called (despite him reading me them saying no)
• he then says that IT WOULDNT MATTER IF THEY SAID NO, because I authorized it (again, he read me my words where I explicitly said no)
• he said even if my parents said no, I would’ve had to call and “cancel” because I already gave authorization (again, like so clearly untrue)

His position ended with just by virtue of me confirming my identity at the very beginning of the call without any conversation, that authorized Optimum to do whatever they wanted. So they reinstated my account without telling me, used my previously stored bank info for billing (which I expressly prohibited), charged me for a new modem (never received) and charged me for HBO maxx (which we all have already so no one would have asked for that or authorized it.

In other words, it’s optimums position if a customer calls to inquire about adding or changing service, optimum can do it even if the customer ultimately decides they don’t want it. All because they verified their info in the beginning of the call without any information on pricing or anything else.

Truly criminal. They have not heard the last of me.

New customers or potential customers beware. I personally would rather live the rest of my life without Internet than ever have Optimum again.

I reported to FCC, NY AG and intend to file in small claims court.

They’re refusing to refund me for the full six months of money they took out of my bank account without my knowledge.

I just switched to 1GB cable from Optimum and was surprised to see the horrible upload speeds. My husband and I both work from home, are on calls all day, and have experienced quality and connectivity issues since we switched. I’m using top of the line WiFi access points so I’m certain there is no in home bottleneck causing the issues. Optimum Fiber isn’t an option. Any way to get improved upload caps?

Hi everyone, I will be making the switch from Xfinity to Optimum Fiber. I have a couple of questions as well as an action plan when switching.

• I currently have the XB8 Xfinity gateway which is great and the Wi-Fi range is awesome. How is the Gateway provided by Optimum Wi-Fi range wise?
• I need to have a Gateway that I can split the bands 2.4 GHZ 5GHZ, I have read different things about the Gateway Optimum provides. My Xfinity gateway I split my bands 2.4, 5 and 6 GHZ Is this possible with Optimum's Gateway.
• My plan is to keep the same SSID's I currently have with my XB8 modem, so I don't have to go in and reconnect all my IOT devices such as my Google Doorbell, ADT Cameras and my Garage door open with is MyQ.

Any insights would be greatly appreciated.

Im seeing optimum has a $25/m plan for optimum fiber if I cancel my service and sign up as a new customer under my husband's name could I get this deal?

I was paying like $95 with xfinity but I moved and just got optimum for a decent plan and am seeing a $74.99 "internet credit" that according to the bill does not expire till 2031, and a $10.99 promotion credit that expires next year, and also I get hbo max for a year.

My bill comes out to like $40 but I just signed up for autopay and paperless so I expect it will be $30 next month?

I'm so confused what the catch is cause this seems insanely cheap. I don't doubt that Optimum is any less scummy than the other ISPs, but I'm pretty happy so far. Should I be expecting some insane price hike in the near future or something? Working on planning a budget and want to know what to expect.

Is someone attacking optimum? Within past 7 days, internet has been so slow unreliable and breaking down. Are they getting ready to close the business. Paying for 1GB service and getting crap service.

How is Optimum Fiber? They've been advertising to me extensively. Is it worth it?

I left Optimum regular non-fiber internet last November, as they were charging me 76 a month to get Verizon. Now they're swamping me with this new fiber for 25 a month. I must have had 20 business cards put under my door, as Optimum and Verizon are at war in my building.

Just a heads up to anyone thinking about signing up, they recently started filtering outbound/inbound traffic and blocked certain services they don't want you using.

Frontier fiber does not do this......Yet.

I just setup a netgear nighthawk router with optimum fiber optic service and I've been able to connect devices to the router network and it works. The optimum gateway is still putting out a wifi, I see that I can contact optimum to enable bridge mode but I guess my question is, does it matter? Will it affect performance of the router at all if some devices still connect to the gateway wifi?

I’m honestly exhausted dealing with Optimum at this point.

I confirmed MULTIPLE times through chat and phone calls that I was ordering a 1TB iPhone 17 Pro Max. I even have screenshots where the representative clearly confirms the storage size, pricing, and order details.

After everything was “confirmed,” they sent me the contract… 12hrs later and it showed a 256GB model instead.

The craziest part? The ONLY reason I’m upgrading is for more storage, yet somehow the order was placed for the lowest storage option available.

I called support again and the supervisor basically told me they “can’t do anything about it.” other than I wait unt Monday (it was ordered on Wednesday night) to receive it, reject the package, receive a refund, pay restock fees, and then they’ll reorder it if its in stock.

Representatives can also see on my account that I’ve had to call nearly every month because of mistakes/issues on their end since switching to their services.

So now I’m stuck wasting more time trying to fix another representative error after already confirming the order several times.

Has anyone else dealt with this? Were you actually able to get it resolved in a timely manner?

I called to get a transition pin and the agent would not stop screaming at me. She just kept screaming asking why I didn’t get a new phone with them or upgrade with them. I said my new phone for the new carrier is in my hand- it’s too late. She said she wouldn’t give me a pin until I answered the questions the way she wanted. She kept screaming and then when the call ended she CALLED ME BACK to continue.

Salma, girl, take a chill pill.

So I moved about 7 months ago and was able to transfer service to the new address and talked to customer support on the phone before I moved and they said I wouldn’t need to make a new account and that I can keep using the current one and they’ll update it with the new address. Well now comes today when I talk to customer support and they ask for my account number and I tell them it, they then say that my service is still linked to my old address and ask if I moved and I told them that was ~7 months ago, they then said I need to make a new account with the new address, which is really confusing cuz I haven’t had a problem till now and they have like 6 different websites that all seem to be for changing address. What am I supposed to do?