Optimum Internet 2025: Are They the Right Provider for You?

About Optimum Internet

Optimum are a leading broadband and telecommunications provider, based in Long Island City, New York, operating primarily under their parent company, Altice USA. Serving millions of customers across 21 states, their core footprint is concentrated in the Northeast Tri-State area (New York, New Jersey, and Connecticut), with a growing presence in markets like Texas. The company caters to a broad base of residential and business customers, aiming to deliver connectivity for streaming, working, and online gaming.

The provider's core offerings include a range of internet plans delivered via their hybrid fiber-coaxial (HFC) cable network and an expanding 100% fiber-optic network, boasting fast speeds with low latency, alongside digital TV, landline home phone, and mobile phone services through an MVNO agreement. Optimum set themselves apart in a competitive market with key differentiators like a "Price for Life" guarantee on select fiber plans, which locks in the monthly rate, and the inclusion of a Wi-Fi 6 gateway with no equipment fees on most internet tiers.

However, Optimum's public reputation is notably mixed. While they invest in network infrastructure, this has not consistently translated to high customer satisfaction. The company holds an F rating with the Better Business Bureau across multiple regional profiles and are not BBB-accredited. This low rating reflects a high volume of customer complaints, particularly regarding billing practices and service reliability. Despite these challenges, Optimum remains a significant player, often positioned as a key competitor to other major providers like Verizon Fios and Xfinity in their service regions.

Optimum Internet Features & Service Perks

Optimum structure their offerings around delivering core connectivity enhanced by value-added features designed to simplify the user experience for both homes and businesses.

Core connectivity and performance

• Multi-gigabit speed tiers: Optimum offers a range of speed options, including multi-gig internet plans with speeds of up to 8 Gbps in select areas. These tiers are geared towards households with extreme bandwidth demands, such as multiple simultaneous 4K streams, large game downloads, and supporting a high density of smart home devices without congestion
• Fiber and cable technology: Service is delivered via a hybrid network. The key differentiator is that fiber plans offer symmetrical upload speeds, meaning activities like video conferencing, live streaming, and backing up large files to the cloud happen as smoothly and quickly as downloading. Cable plans, while offering competitive download speeds, have significantly slower uploads, which can be a bottleneck for content creators and remote workers
• Whole Home Wi-Fi: This managed mesh Wi-Fi system is designed to eliminate dead zones by placing multiple access points throughout the home. For the user, this means a single, seamless network name (SSID) that allows devices to maintain a strong connection as you move from room to room, preventing dropped video calls and buffering in far-flung bedrooms or basements

Value-added services and security

• Service bundles: Optimum allows customers to combine internet, mobile, TV, and home phone services. The primary benefit is bill consolidation and potential savings. A notable perk is that certain internet plans include access to the Optimum Wifi nationwide hotspot network, providing internet-on-the-go in public areas
• Total Care: This is a premium, subscription-based tech support service that extends far beyond troubleshooting your Optimum connection. It provides expert help for a wide range of personal tech issues, including setting up and repairing personal devices, installing software, and removing viruses, effectively acting as an on-call IT department for your home
• Secure Plus: This suite of security tools adds a layer of protection to your internet connection. It proactively blocks access to known malicious websites and helps prevent malware infections, which is particularly valuable for families or individuals less familiar with online security best practices

Dedicated business internet features

For business clients, Optimum builds upon their residential offerings with features focused on reliability, security, and professional support critical for operations.

• Connection backup: This is a critical failover system for business internet customers. If the primary internet connection fails, it automatically switches to a secondary cellular-based connection. This feature is essential for maintaining point-of-sale systems, customer Wi-Fi, and cloud-based operations during an outage, directly supporting business continuity
• Pro Wifi: A fully managed, commercial-grade Wi-Fi solution. Optimum handles the design, installation, and ongoing management of the wireless network. This offloads the technical burden from business owners, ensuring a secure and reliable Wi-Fi experience for both customers and staff, which is vital for restaurants, retail stores, and offices
• Business-grade Service Level Agreements (SLAs): Unlike residential service, many of Optimum's business fiber plans come with a Service Level Agreement. This formal contract guarantees specific levels of uptime and includes faster response times for support and repairs, providing businesses with accountability and minimized risk of prolonged downtime

Optimum Internet Plans & Pricing

Optimum structure their offerings across three distinct service categories: budget-friendly Advantage Internet, standard Fiber Internet, and dedicated Business plans. All residential plans are offered on a no-annual-contract basis, providing customers with month-to-month flexibility. The lack of annual contracts on residential plans gives you the freedom to change or cancel your service without early termination fees.

Residential Internet plans

des streaming bundle & mobile line for a year.

Note that the low prices for the 300 Mbps and 500 Mbps Fiber plans are promotional rates for the first 12 months. The standard rate applies after this period. Also, all advertised fiber prices require a $10 monthly discount for enrolling in AutoPay and paperless billing. That said, a Wi-Fi gateway is included with all plans at no extra monthly charge, and both professional installation, a $100 value, and free self-setup kits are available.

Optimum offers significant savings for customers who bundle services. Popular combinations include:

• 2 Gig Fiber Internet + Unlimited Mobile for $70/month.
• 500 Mbps Fiber + TV for $75/month.
• 2 Gig Fiber Internet + Unlimited Mobile + TV for $95/month.

Business Internet plans

Optimum Business provides dedicated fiber internet plans with built-in security and business-grade features, typically offered with 1 or 2-year promotional pricing.

Business plans differentiate themselves with Service Level Agreements (SLAs) for guaranteed uptime, static IP addresses, and optional Business Connection Backup to maintain operations during an outage.

Key considerations for your decision

• Budget for the price increase: The attractive rates for 300 Mbps and 500 Mbps fiber are temporary. Your bill will likely see a significant jump after the first year
• Prioritize fiber for uploads: If available at your address, Optimum Fiber is the superior choice for its symmetrical upload speeds, which are essential for video calls, live streaming, and cloud work
• Leverage bundles for value: You can unlock the best value by bundling internet with Optimum Mobile or TV, which often includes perks like a free unlimited mobile line

The Advantages of Optimum Internet

• Competitive fiber speeds and pricing: Optimum offers fiber plans with download and upload speeds up to 8 Gbps in select areas.  A key differentiator is the “Price for Life” guarantee on certain fiber tiers, which provides long-term cost predictability if available in your region
• No data caps or contracts: Residential internet plans include unlimited data usage and generally no annual contract requirement.  This means fewer concerns about overage fees or being locked into long-term commitments
• Strong bundle and mobile value: Optimum support bundling of internet with TV and mobile services, which can improve value for households wanting a unified provider. For example, their marketing mentions add-ons like mobile lines or streaming perks. You may be able to find attractive promo codes online, or access their latest deals on their website
• Inclusive equipment and installation promotions: Many plans include a Wi-Fi 6 gateway (for eligible areas) with no extra monthly fee, and options for free self-install kits or promotional free installation
• Affordable access programs: Optimum markets a discount program for eligible low-income households (e.g., Optimum Advantage program) offering discounted rates and unlimited data—supporting digital inclusion (though availability may vary by market). That said, localized availability may vary; always check your ZIP code

Why You Might Not Choose Optimum

• Widespread customer service issues: Numerous independent reviews highlight persistent complaints regarding long wait times, difficulty reaching helpful agents, unresolved billing issues, and overall low customer satisfaction
• Post-promotional price hikes: Although introductory pricing is attractive, several sources report that standard rates rise significantly after the promo period ends.  This can result in bill increases that surprise long-term customers
• Asymmetrical cable upload speeds (in cable areas): While fiber plans provide symmetrical upload/download speeds, in areas served by Optimum’s cable (hybrid fiber-coaxial) network, upload speeds remain much lower (e.g., 35 Mbps) compared to download speeds (940 Mbps). This can be a limitation for users who upload large files, stream, or work remotely
• Inconsistent service reliability in older network areas: Some review data suggests reliability and customer satisfaction are below average, especially in areas still served by older infrastructure rather than full fiber. For example, latency averaged ~15.4 ms, and only ~63% of respondents approved of reliability in a 2025 survey
• Limited fiber availability in many regions: While fiber is expanding, many customers remain on the cable network; thus the full benefits of Optimum’s fiber plans (symmetrical speeds, higher reliability) may not be available at a given address

The Customer Experience at Optimum

Optimum's customer feedback presents a stark contradiction, characterized by a functional network that is often overshadowed by deeply frustrating customer service and billing practices. This has resulted in overwhelmingly negative scores on major independent review platforms, including a 1.1 out of 5 stars on Trustpilot, while Yelp pages for different city locations generally average between 1.5 and 2.5 stars. Reviews on BestCompany are somewhat higher, with a 2.9 out of 5 score. On the other hand, they receive a poor 1.03 out of 5 from the BBB profiles for Optimum and their parent company, Altice USA. While experiences can vary by location, the consensus points to a provider that struggles with fundamental customer care.

Positive feedback

Positive reviewers often highlight Optimum’s competitive pricing, especially in areas where fiber service has recently been introduced. Customers who receive the newer fiber plans frequently report strong, consistent speeds and smooth installation experiences, noting that the upgraded service provides a clear improvement over legacy cable connections. A number of users also commend Optimum’s bundled packages for offering good overall value when combined with TV or mobile services, and some describe recent technician visits as prompt, friendly, and efficient. The company’s newer self-install kits and streamlined account setup process are occasionally mentioned as convenient for customers comfortable handling their own setup.

Critical feedback

However, the majority of feedback about Optimum Internet skews negative, with customers citing recurring issues related to billing errors, unexpected fees, and inconsistent connectivity. Many reviewers report that prices rise significantly after promotional periods and that customer service agents are often unable or unwilling to resolve disputes promptly. Others describe frequent outages and slow repair response times, particularly in older service areas that still rely on coaxial infrastructure. Poor communication between departments—especially during cancellations, plan changes, or service transfers—is another common frustration. Several reviewers on Yelp and Trustpilot also mention difficulty reaching live representatives and being redirected through automated systems that do not resolve the problem. Long wait times for support, unreturned calls, and unhelpful responses are recurring themes across nearly every review source.

Company response to feedback

Optimum’s response to customer feedback remains limited. While the company occasionally replies to complaints on platforms like Trustpilot and the BBB, responses are often formulaic, referring customers to private support channels without visible follow-up. According to BBB complaint records, resolutions typically involve restating company policy rather than offering compensation or individualized solutions. Overall, Optimum has yet to establish a consistent or proactive public engagement strategy for addressing customer dissatisfaction online.

Customer Support

Optimum provides several channels for customer support, billing assistance, and technical troubleshooting. At the Optimum support center, users can find step-by-step guides, troubleshooting resources, and equipment setup instructions. The site also includes a searchable FAQ section that addresses common questions related to billing, account management, service outages, and Wi-Fi connectivity.

Customers can reach Optimum directly by phone for personalized support. The general customer service and billing number is (866) 347-4784, available Monday through Friday from 8:00 AM to 8:00 PM, and Saturday through Sunday from 9:00 AM to 6:00 PM (local time). For technical support, customers can call (888) 276-5255, available 24 hours a day, 7 days a week. Spanish-speaking representatives are also available at (844) 527-5633. Business clients can reach the Optimum Business Support line at (866) 629-8052 for account and service inquiries.

Optimum additionally offers live chat support via their website, which connects users with representatives for real-time troubleshooting and account assistance. Customers can also access support through the Optimum App, available for iOS and Android, to manage payments, view service appointments, or check for outages in their area. For equipment returns or service transfers, Optimum maintains a store locator tool where customers can find nearby service centers.

Before contacting support, it’s helpful to have your Optimum account number or registered phone number ready to expedite assistance. For outage reports or account-specific issues, logging into the My Optimum portal allows representatives to quickly identify your service region and resolve concerns more efficiently.

Final Thoughts

Optimum presents a classic case of a provider with strong infrastructure but significant service challenges. Their expanding fiber network delivers competitive, high-speed internet with attractive perks like no data caps and inclusive equipment, making them a technically capable contender in their service areas. However, this potential is consistently undermined by a well-documented reputation for poor customer service, post-promotional price hikes, and billing frustrations that create an unreliable experience for many subscribers.

Optimum are best suited for customers in fiber-ready areas who can secure a long-term price lock and primarily value raw speed and modern features. For these users, the service can deliver a powerful and satisfying connection. Conversely, they are a difficult recommendation for those who prioritize consistent customer support, transparent long-term pricing, and a hassle-free account management experience. The widespread negative feedback suggests that signing up requires a tolerance for potential service complications.

Your choice of an internet provider depends on what you value most: potential performance versus predictable service. To make the most informed decision, we encourage you to read our other in-depth ISP reviews and use our provider comparison tool to see how Optimum stacks up against competitors in your area. Also, we invite you to explore the educational articles on our blog for more guidance on choosing the right plan for your needs.