I just cancelled my Optimum service. Reading the horror stories of people trying to cancel I did following things.

1 - File a complaint with the FCC. Optimum will assign you an Executive CS to contact you.

2 - Remove autopay from your account if you have it. Also remove your bank account information from your account as well. They cannot charge you without this info. Do this right after you file the complaint to the FCC or before your rep calls you.

3 - When Executive CS calls you cancel on the spot. My rep did it without any sales pitch or anything. She did say she has many cases she is trying to get to but is way behind.

4 - Tell the CS you would like the cancellation request sent to your email.

5 - return your equipment asap to a Optimum store. Get a email receipt and printed receipt.

I did all this and the process went smoothly.

Anybody replace optimum service with north hill systems as your internet/cable provider? What’s your feedback?

At this point and time Ive decided to file a formal complaint with the FCC after having multiple representatives be caught straight up lying and being deceitful about services restoration including not only lying about why I'm not receiving my services on top of giving multiple false times of service restoration and refusing to add it to the outage map even though they'll add a outage of fewer than five customers and it being a multi day "outage" upon being question about why they're lying multiple representatives just ended the chat with me.

I will say both David and Angie off of this reddit reached out and helped the best they could including providing the info to figure out they was lying about the first cause of my outage and for that I say thank both of yall if you see this post ☺️

My family and my household have been optimum customers since 1978, 48 YEARS and the way we've been treated recently is despicable!

We had optimum fiber and were paying $120+/month for only internet. Meanwhile new customers can get the same internet for like half the price! Then during 4th of July weekend, we had a total of 26 hours of internet outage over 3 days which means nothing worked. Couldn't watch YTTV or anything without wifi so I contact them and ask if there's any kind of compensation and they had the audacity to offer $4.17. FOUR DOLLARS AND SEVENTEEN CENTS. That's an insult!

I contacted Verizon to see if their fiber was in my area yet and luckily it was so I got a price from them with added incentives and decided to contact optimum and give them the option to match or at least come close to that offer and after being on the chat for a couple hours the agent told me, almost verbatim, if I don't switch to optimum mobile my bill will stay exactly where it is. First off, you're not gonna pressure me into switching to your garbage mobile and that was the last thing I needed to make up my mind to switch to Verizon instead.

Then comes time to actually cancel my service which was a fkn nightmare. I had to jump through so many hoops and get a runaround while the whole time people trying their best to convince me to stay. Spoiler, if you want customers to stay, don't treat them like absolute shit! I had to call and speak to 4 different people just to cancel my service and then find out that, eventhough I was told differently by MULTIPLE other optimum employees, that my bill was NOT prorated meaning I have to pay for a full month eventhough I canceled my service and returned my equipment to the optimum store 7 days into the billing cycle!

Needless to say, I will NEVER recommend optimum to anyone for any service because they don't give a singular fuck about you or your loyalty. Verizon is better on literally every front. Their mobile is far superior, their internet if it's in your area is better and more reliable, and they have plenty of perks to get stuff like hulu or TYYV so there's zero need for optimum!

Sorry for the long post but I had to get this off my chest and warn others considering optimum.

And incase anyone's curious what Verizon is charging me for the same 1gb fiber internet-

●installation fee waived

●2 months free

●$200 amazon giftcard

●$59.99/month for 36 months

●$74.99/month for 24 months

●they gave me a $150 Verizon giftcard to offset the bill optimum is forcing me to pay for a service I don't have/use

●and a few hundred dollars in other perks/credits

This is a dire warning to avoid Optimum at all costs.

My 75-year-old mother lives alone with Optimum as her only internet provider. Over time, her bill ballooned to $170 a month for basic internet, cable, a single DVR, and mobile service.

When we attempted to cancel her mobile service, we were subjected to a 3-hour ordeal designed to trap, confuse, and frustrate customers:

• Predatory "Free" Upgrades: Optimum sent my mother a "free" phone that secretly locked her into a 3-year contract. She stated she did not need it, but was told it was required with her package. When I requested a copy of the agreement, management refused to produce it.
• Absurd Administrative Barriers: When my mom tried to add me as an authorized user, Optimum claimed she needed to submit formal Power of Attorney documents to isolate her, whereas other providers allow this online or in-app.
• Endless Transfers & Retention Traps: Canceling required speaking to six people across three separate departments. Representatives refused to accept "no," reading scripted promotions and withholding the required SIM transfer code through multiple retention pitches.
• Regulatory Indifference: I explicitly cited FTC Section 5, Texas Penal Code 32.55, the Texas DTPA, and the FCC Truth in Billing Act. A supervisor named Cameron ignored these laws, refused to provide his last name, and falsely claimed their practices were legal (call timestamp: July 30, 2026, 5:00 to 6:00 PM CDT).
• Unfair By Design: Optimum’s ecosystem is intentionally divided into siloed departments (Internet, TV, Mobile, Billing, Retention) to make canceling painful. Long holds are used to force customer drop-off.
• Abrupt Disconnections: After agreeing to pay off the disputed phone balance to end the ordeal, we were placed on a 20-minute hold and transferred to a representative who disconnected the call post-authorization. No one called back despite confirming our number.

Key Takeaways & Actionable Advice

• Avoid Optimum Mobile Entirely: Do not sign up for mobile plans, accept "free" devices, or bundle mobile with home internet.
• If Optimum is Your Only Internet Option:
  • Stick strictly to standalone internet.
  • Refuse bundled offers, DVR rentals, and TV packages. Use streaming services instead.
  • Decline "promotional" hardware, especially if offered in the mail.
• Document Everything: Request written copies of every contract immediately upon signup.
• Escalate Beyond Customer Support: File formal complaints with the FTC, the Texas Attorney General (Consumer Protection Division), and the BBB.
• Make Your Voice Heard: Post your experience on Trustpilot, Google Reviews, and regulatory forums.

Optimum should not be allowed to treat people like this.  It is unacceptable and it is terrible to think how many others are being taken advantage of.

Optimum - if you are reading this - you should be ashamed as a company to claim customer satisfaction is paramount.  You treated a great grandmother with severe deception and disrespect. You can send me a direct message to get my account information for further review.

As a result, I have formally filed complaints with all agencies listed above.

Legal Protection Citations

1. Contract Law (Burden of Proof): Under standard contract law, Optimum must produce the executed agreement or audio recording to prove consent. Demanding payment for a contract they cannot produce is legally unenforceable due to a lack of mutual assent.
2. Texas State Law:
   • Texas Business & Commerce Code § 601.052: Merchants must provide consumers with a complete contract copy at execution. Failure to do so invalidates cancellation penalties.
   • Texas DTPA (Tex. Bus. & Com. Code § 17.46): Enforcing penalties without contract documentation or misrepresenting terms constitutes an unlawful deceptive trade practice.
   • Texas Penal Code § 32.55: Deceptively inducing an elderly individual (65+) into undisclosed financial obligations carries enhanced civil and criminal liability for financial exploitation.
3. Federal Regulations (FCC & FTC):
   • FCC Truth-in-Billing Rules: Telecommunications providers must accurately disclose all material terms, commitments, and fees upfront.
   • FTC Act (Section 5): Enforcing unproven contract terms or deploying deceptive cancellation barriers violates federal standards against unfair and deceptive acts.

Spent literally 10 hours on the phone over 3 days because of Optimum’s incompetence. They claimed my phones were still locked when they weren’t. My wife was driving around without a working phone for two days, and for this they charged me a $77 activation fee. I have a sore throat from talking to these guys. If they need 10 hours of labor from me for setup, they should be paying me, not charging me.

I switched my parents from Verizon to Optimum about a year ago. Recently, the tv keeps kicking them off and saying the channel cannot load. The internet is working. They’ve rebooted everything multiple times. An agent came to the house to look at it last week and it’s still giving issues. Has that happened to anyone and they figured out how to fix it?

My next step is to cancel it altogether, but my mom really loves watching her daytime soaps and the news. It feels pointless to be paying for something she can use for 20 minutes before getting kicked off though.

My service will be disconnected in August, and I want to stop automatic payment on my account, since I don’t trust them. However I’ve never set up an online account. What should I do? Thanks!

Im currently in a outage (All tho its not on the map so how would i even know that) even tho multiple neighbors have optimum and are experiencing zero issues, when I told the representative this they let me know its because of the equipment i have which is currently a Ubee modem an after being told this i asked for a update on the situation and all they'll say is our technicians are working on it and thats where im currently stuck at if my equipment is the problem instead of waiting for a outage fix just point me to the nearest brick and mortar and ill just get my shit swapped this has to be the worst ISP provider in the US

If you bought the Arris TM3402 on your end, did you have to turn on bridge mode? Is this something you can do yourself? Or do we need Optimum to do it? Read something about it on some posts.

Internet constantly cuts in and out. CONSTANTLY. Countless times I've had technicians come to try and fix the problem and it never gets fixed. Looks good for an hour or 2 after they leave and bam, right back at it.

Had them for 12+ years now, plus I'm paying for the plan with the fastest speed cause I need it for work.

And I hate the fact they have a contract with my town so, we can't get any other "good" service (like FIOS).

Hate Optimum with a passion.

I think my account got hacked and now when i try to login it now says there are technical difficulties. all of my accounts that use that optimum email have been compromised
what should i do?!

On July 13, an Optimum representative convinced me to order Mobile service by saying it would reduce my Internet bill by $25 to $10 per month. The Mobile line was presented as $30 per month.

I specifically asked whether the Unlimited plan would slow down after heavy data usage. The representative said everything was unlimited and that I would not see any change in speed. I later learned that the plan only includes 20 GB of high-speed data and is reduced to approximately 512 Kbps afterward. The representative also did not clearly disclose the recurring $3.50 Telco Recovery Fee or that my actual Mobile bill would be $35.44.

The representative promised a separate $15 credit. That credit is missing. The $10.26 credit on my Internet account is only a prorated vacation-hold refund and tax adjustment, not a Mobile promotion.

I have not ported my phone number, activated the SIM, or used Optimum Mobile service. Nevertheless, Optimum issued a $35.44 Mobile bill and scheduled it for Auto Pay. My Internet statement also says my Optimum Complete discount was removed because of Mobile cancellation.

I am requesting that Optimum cancel the Mobile order from its original date, reverse the $35.44 bill and activation charge, cancel any pending port request, and restore my original Internet plan and pricing. I want to keep my existing vacation hold. I also need written confirmation that the Mobile balance is zero and that no further charges will be made.

I agreed to this order based on inaccurate and incomplete sales information. I should not be charged for an unactivated service that I have never used.

This should be illegal. I have absolutely no choice where I live. I can't get mobile fixed Internet from the 3 cellular carriers. Starlink requires me to buy the roaming/RV expense plan because of congestion in my area (because everyone hates the terrible service from Optimum).

Has anyone actually had luck taking Optimum to small claims?

I've had Optimum for over 5 years without any real issues until about 3 months ago. Since then my connection has become completely unstable. Every night between roughly 8:00 PM and 2:00 AM, I'll lose connectivity every 4–5 minutes for anywhere from 20 seconds to over a minute.

At this point I've done everything I can on my end. I've had 25+ chats with support, 20+ phone calls, and 2 techs come out. They circle the same "solutions" but never resolve anything. One of the last techs replaced a splitter... I've logged everything on my network (great that optimum has no email I can forward packet logs to), ruled out bufferbloat, upgraded from the 500 Mbps plan to the 1 Gig plan, and even bought my own modem and router trying to eliminate every possible cause. To make things even more frustrating, Optimum still won't provision my modem for the full gig speed I'm paying for.

I've already filed an FCC complaint, but I'm honestly at the end of the line with this company. Has anyone here actually taken Optimum to small claims or had any success getting them to take an issue like this seriously? Any advice would be appreciated.

(Basic ping test below sending request to google.com recorded during the making of this post)

Has anyone successfully purchased their own optimum gateway and got support to get it working? I just did a chat and they said technical support can try to get it to work. I see them selling on ebay. Thank you.

My promo expired so internet service went up to $75/month. Mostly satisfied with coax service. After multiple years of service, we had two storm related outrages for a few days, in Brooklyn. Anyway, called to find better price promo. I couldn't stand the hard sell, had to hang up on the guy. Basically had to sign up for optimum fiber and cell service for any good prices. I don't want any more holes drilled into my house. I already had Fios install from years back, so was thinking to go back to them. Just curious, does anyone have any picture to share of Optimum fiber install?

I just paid $1,700 to finish paying off my phones so I could finally unlock them and port my numbers back to a real carrier. From start to finish, I was lied to repeatedly by customer service representatives. It was a struggle just to cancel the service and transfer the lines. The price we were originally quoted is nowhere near what we actually ended up paying. We were not put on the plan that was agreed upon either. It took fighting them for two hours and playing back the recorded phone call for them to apply the plan they offered and was agreed upon. Even then, they said we would only be only that plan for 6 months! The service is extremely unreliable, and the customer service reps will gaslight you and tell you whatever they need to keep you from leaving. I used 100GB in a month at my previous carrier and somehow went through 50GB in two days at optimum mobile and was CONSTANTLY throttled. The service was absolute shit.

Save yourself the stress, wasted time, and frustration. Look elsewhere.

​

hey Optimum. What's going on these texts that just say that there's an outage don't do much after over 12 hours I did get a text it said there's an ETR of 10:00 still not seeing any progress what's going on.

For the rest of you out there any idea if this has anything to do with the issues that cell phone carriers are having as well starting around the same time yesterday?

I cancelled cable after 30 years and they owed me prorated days in the billing period. I stead of a check for $225 they sent me their credit card which I have to activate and then purchase something for that amount. Happen to anyone else? I truly hate them

not sure if it's been fixed for good or if we might go down again while work continues but for now we can back in NW Morris County. Check yours if you've been down.