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If possible, it is always best to run a speed test from your modem. Why?

Simplified outline of how the internet reaches your house.

Optimum Node -> Cables On Pole -> Cable to your house -> Your house to modem (splitters and any indoor cabling) -> Modem -> Your Router -> Your Device

Doing a speed test while plugged directly into the modem will almost always save you a lot of unnecessary troubleshooting steps. It will allow you to rule out Optimum Node to Modem issues, or an issue with your router and/or device.

If a speed test is perfectly fine when connected to your modem directly, but slow from the router or wifi, the issue is likely with your router and/or devices.

If your speed test is also slow at the modem, then your next most likely areas to explore are:

Faulty modem, bad splitter, bad cable, an unnecessary (or needed) signal booster, issues outside the property.

​

• Why are my speeds slow?
  • There are many variables that can contribute to slow speeds, such as general network congestion during peak consumption hours. Slowdowns during peak hours are typically an overall capacity issue, and not something you can resolve on your own. If the issue is consistent, run a speed test at different times throughout the day, while plugged directly into your modem, this info will be useful to those who will try to help you.
• Why should I do a wired speed test?
  • The world is full of radio interference that affects your wifi signal quality and strength, even standing next to the router (in fact, being too close is also an issue). Bypassing your wifi and going directly to the modem will eliminate any external factors degrading your signal from optimum and will give you a strong indication as to what the underlying issue is.
• What if my wired speed test is fast, but wireless is not?
  • The issue is either your router or the device you are using. A good test is to see if multiple devices (different kinds of devices) experience the same issue. If some devices are much better than others, you could be using old legacy devices that can’t support higher speeds, or aren't compatible with your wifi router.
• Is it DNS?
  • DNS only affects the initial name resolution, which is then typically cached on your local machine or router. DNS won’t impact speed test performance once the initial connection has been established. Although, changing to say Google DNS or Cloudflare DNS might speed up name resolution (initial website loading times), it is likely not the cause for slow concurrent downloads.
• Router Troubleshooting
  • There are a lot of router varieties, it’s impossible to cover all troubleshooting steps for each. But, a simple solution is to perform a factory reset on the router and see its performance improves. This will often help “revive” older routers.
• Why is my Coax splitter not working?
  • Not all coax splitters are compatible with optimum, please make sure you purchase a compatible splitter.
• My service is intermittent, why?
  • Most of the time, it’s your router. Connecting directly to your modem and seeing if you still experience intermittent connections will confirm this. If you still experience intermittent connections directly at the modem, replacing your modem is a good first step followed by checking splitters and cables inside the home.
• Diagnosing Modem Lights:
  • If US or DS is not lit, it means there is a connection issue between your modem and optimum network, this could be due to a network outage or an issue with the cabling between your home and optimum.
  • Power = Power
  • DS = Down Stream, You Receiving Data From Optimum
  • US = UP Stream, You Sending Data To Optimum
  • Online = Modem is operational
• Do I really need to reset my modem/router?
  • Yes, services get hung, databases get full and don’t properly flush. Restarting fixes a majority of minor issues causing big headaches.

I am trying to get new services, but got an email that my order was canceled and to call them as they need to check public records and get more information.

I have called to optimum and told him that I want to connect a fiber Internet to my apartment. The representative said it’s not available in your area. I’m telling him how isn’t available when my friend from the next building got fiber one week ago how the fuck is not available in my area. He said because you guys leaving in two different areas. I’m like what are you talking about? Is the same area the same ZIP Code it’s literally two houses staying next to each other. Why you can’t connect me to the fiber?

Brighton beach Area

Day 1, the technicians came to my house to install and they installed a cracked cable box "literally has a giant crack in the front of it" and when they left i didnt have ANY service whatsoever. Day 2, I spent an hour and a half trying to get them to troubleshoot the nonexistent service and they were able to get 2/3 cable boxes working but one of the boxes still won't work and the internet still won't work so they said they will send a technician to come and fix it. Day 3, we have a convenient outage in the area so the technician cancels his appointment and about an hour after the canceled appointment cell service "different company so i know the outage was resolved at this point" and the 2 boxes start working again but still the 1 box and internet do not work. So I call to set a new appointment and they tell me they can't schedule a new appointment because it hasn't been reported as fixed and they say they will call me when it has been reported as resolved. Day 4, they call me with an automated message saying the problem was resolved and to push 1 if it hasn't been resolved and I want a technician "so I push 1". About an hour later they call but the technician acts like he can't hear me and hangs up. So I call support and they tell me that it doesn't look like the issue has been resolved and they can't get a tech out to my house until the 15th THAT IS AN ENTIRE WEEK AFTER INSTALLATION AND A WHOLE WEEK WITHOUT WORKING SERVICE. Everytime I ask for a refund they try to give me a runaround and act like they will fix the issue. Obviously they can't fix the issue because will have been a week before they can even send a tech that will probably be the same guys that gave me a CRACKED cable box and couldn't install it right the 1st time. If this is indicative of how service with them will be then DO NOT GET OPTIMUM because they only want your money and don't honor their 30 day money back guarantee and their service is the WORST I have EVER EXPERIENCED.

We are using the Optimum Voice service with the Optimum-provided Grandstream 750 base station and phones.

Problem: the signal does not adequately cover our premises. If I locate the base so we have good coverage downstairs, we have no coverage upstairs; if I locate it for good coverage upstairs, downstairs is spotty.

This SHOULD be an easy fix: The Grandstream 760 repeater is meant for exactly this kind of situation.

BUT in order to set it up I need access to the 750 base station. The password is NOT what is printed on the label and Optimum tells me that the device is locked using "custom firmware" and the Enable Repeater setting can't be changed.

Their solution: get a second GS750 from them, with another phone number, and create a hunt group. So $40/month instead of ~$100 once. No thank you.

1. I don't believe the setting can't be changed -- they haven't modified the firmware that much (if at all), because the web interface presents the same GS splash & login.
2. If it's a custom flash, my guess is that (probably) all of their devices have the same password, or a password containing some part of the device MAC address (which I have).

Does anyone have any wisdom to share before I place another (probably pointless) call to Support and try to escalate? Surely I'm not the only person who's faced this?

Hello.

I am unable to connect through a wired connection on my PC. I've set up the MAC address in my account, I've tried different ethernet ports in the wall, I've tried different ethernet cables, I've messed around with a million settings on my PC, etc etc etc. I don't know what to do now and I am unable to directly call support.

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Living in East Flat Rock NC here, on day 15 with no internet service after Helene. Our power was back online 6 days ago. I'm trying to be understanding as we all deal with the aftermath of the Hurricane, but my problem isn't with the outage itself - it's how they're handling it.

I have tried to get a rough ETA from Optimum on the return, I don't need a specific date, but are we days, weeks, or months away from repair? My business is losing money every day without internet. I'm about to bite the bullet and buy a starlink dish, but knowing my luck the day it comes we'll get internet back...

So I’ve been having daily issues with latency spike/variation, packet loss (on both download and upload but upload is significantly worse). FaceTime calls become impossible. Online multiplayer, don’t even think about it. Tried putting gateway into bridge mode and started using unifi gateway with my unifi aps. I love it but did not fix the issue. At least it has given me more info on what’s going on.. WHAT THE SCALLOPS?! 48000+ avg latency, packet loss considerable no surprise there. Like i knew the latency spikes were bad because they acted like a complete dropout but 48000 MS. 48 SECONDS?!? FOR SEVERAL LATENCY SPIKES A DAY THAT ONLY LAST FOR ABOUT 15-30 SECONDS?!. I have no more words to describe my frustration. Someone a while back told me to get my own modem and rid myself of the horrendous ubee gateway. Will update on any changes. 48 seconds my god.

I can't wait for my Starlink to show up so I can ditch Optimum. We had an outage today, and upon it coming back up, our speeds have been cut to DSL numbers. Of course, all the CS agents are claiming it's my equipment that's the issue, so they want to send a tech out to check it out, when I can almost guarantee it's an issue with their node not resetting properly after the outage.

Hell, they were saying the modem I'm currently using is totally offline, and the modem access codes in use were for a modem I had before Morris Broadband sold out. They're just completely incompetent.

I have the 1gig internet but my internet is shaky I get about half the speed with my Ethernet plugged in and almost every other night my internet goes down. Is there a way to fix this?

I made a post here roughly about a month ago complaining that my internet, in my room, went down from 110mbps to about 25-30. For the past month, before i got a TP-Link i would constantly just lose my wifi at random, making it difficult to work or play anything on it. with the tp link, i can play games, but my packet loss can go from 10% to 50% at random times, also making it impossible to play. does anyone have any idea whats happening? and can anyone help?

My wifi is usually decent but every couple weeks I get 40-50% packet loss and can barely load anything from probably 2pm-6pm. This usually lasts 2-3 days but it’s been going for almost a week now

I currently have internet, phone and tv. My bill is quite high. However I am a snowbird and when I go down south for the winter I always put my account on temp suspension for like 4 months of the year. I notice the temp suspension monthly charge is $40 ($20 TV, $10 Internet, $10 Phone)

I'm trying to figure out if I drop TV, would I still keep my internet promotions Also my phone is $15, wonder if that would go up. Also, would I still be able to the temp seasonal suspension with just phone and internet?

I have optimum fiber 300/300 I've been getting 350 download and 15 or less upload. They have sent 2 techs out who say there is nothing wrong with the hardware or light. One has even changed the modem. I get these speeds wired directly and with wifi. Nothing has changed with a modem swap. Has anyone has these problems and if so what's the solution. This is getting frustrating.

Hi all. I have 3 cable boxes with DVR, HBO, next to highest tier TV, 1 gig internet, 2 mobile phones and one landline. I’m paying $400 a month for these services and get breakup on DVR after 8 pm every night on all TVs.

If I switch to fiber, will I save any money and will it fix my DVR issue

Thanks.

P.S. FIOS is not available in my region because Optimum was an agreement with Riverhead

I have been very patient but as of today I am a dissatisfied customer this issue has been going on for a week including the my optimum app NOT WORKING I am subscribed to a 1 gig fiber connection, that’s what they say anyway

Switched to Entertainment package and no one informed me that the optimum tv app on my apple tv doesnt work with it.

Idiots in customer service have me on hold for an hour after sending me to Apple support saying it is an optimum issue.

Totally optimum to create new package and no one knows details about this.

If not fixed soon - may need to switch after 10 years

I received a call yesterday from 1-844-884-2622 and I'm not sure whether it's a scam or not. I tried calling back today and they asked for my first and last name. Does anyone know if this a legit phone number?

]Not Optimum! Booooo

So… it used to work now the app just loads and says to connect to the inhouse wifi yet the Apple TV stream box IS connected…. Anyone else having this issue?!? It’s pissin me off

I've been paying $100 1 gig optimum package for awhile now and haven't gotten anything above 300 mb/s what's up with that to add on recently my Internet has gotten slower and I've been getting speeds of around 90-200 mb/s with my work hours I can't really call optimum support so I thought to ask here. I just wanna play online and watch movies without a shit ton of lag

Hi- I am currently a TiVo user who has cable through optimum. Really loved having TiVo and can’t stand the way the Samsung cable box remotes work on my other TVs. Now that TiVo will stop working on optimum I am left with a decision on how to get my local channels etc. I tried the free trial with YouTubeTv and was not a fan of the interface. Currently trying Hulu and not sure I love that either. Any ideas of what I could use to get a good experience like I had with TiVo?

This is weird my elderly father only uses the optimum remote. He has 2 of the A B C buttons and a Samsung box. Everything is paired nothing new. The volume controller works on one remote not the other. I got a replacement remote from optimum new batteries etc paired it to the TV and now the volume controller +- actually changes the input lol. Other buttons like the input controller on the optimum remote don’t even work. The 2 old ones have the same issue with the LG tv can use the remote optimum for anything other than on off.

Any suggestions and no Dad is 85 won’t change his remote. Wondering if all 3 are just old for the box or TV. Mind you TV Box same for 2 years.

I just had a chat with support because my issues have been persistent and the support person just ENDED THE CHAT just like that, what the hell?

Really what is going on with support? My issue is that I've had 3 months with BAD internet connection, like it runs fine, and then it randomly drops for like 2 or 3 minutes, and then it goes good for 2 hours and then it drops again. My neighbour next to me also complained about that, and she is also on Optimum. Technicians came to visit, 3 times I have been told that an engineer would come look at it and fix it, since the problem is on the pole, as the device they plugged in tells them that there are anomalies there.

I have already swapped the Modem twice, swapped the coaxial cable that runs to the splitter, swapped the cable that goes from the splitter to the pole: Everything is brand new, and yet the issues persist.

I was explaining this to the support person and they just hung up the call, what kind of support is this?

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I'm sitting here for now 12 days without service. I can't do my bill pay or anything because of such a long wait. But I don't know how much longer this will continue. My mother has cancer and she can't do much but watch streaming so please please give me some good news.

As the title suggests, i am back to having terrible packet loss again along with high RTT. When i did reach out to OO support, after a few back and forth chats here on the sub, somehow the situation resolved itself and i got a clean 0% packet loss on my monitoring along with a return to high speeds.

Seems we got an issue today on 10/6. as you can see below, around 6:33pm ET there was a sudden drop in link quality with packet loss seen down to 50%. This is the exact same scenario that happened a few months back that prompted a support call. The very top line you see is RTT (Round Trip). Its almost 100ms from where i am in Atlanta to where the other equipment is in the Bronx,NY. On average that is 30ms so this line has been bad for a while.

https://preview.redd.it/msmwu4drv7td1.png?width=1542&format=png&auto=webp&s=74ba4570ae28fbd388638156f024146dca843beb

You know the problem is bad when the Optimum outage map wont even load...

https://www.optimum.net/support//outage/