Tag Archives: Optonline

Optimum Online: The Sequel

Last week, “06880” featured a hard-hitting story about issues afflicting Optimum customers in several Westport neighborhoods.

What happened next?

Randi Nazem writes:

After our story was posted, a reader commented with contact info for the CEO of Optimum.

My husband reached out, told him our issue, and sent him the “06880” article.

The CEO immediately sent word to all the head honchos  at Optimum, at the corporate level. Within an hour, the head of Optimum in our area called us. He sent a head technician out the next morning.

The tech did a ton of troubleshooting. He spent many hours testing each of our devices, to see what was causing the interference in our WiFi. They pinpointed the issue, and fixed it on Saturday. The same tech gave us his cell number, and said if there were any issues to call him.

All day Saturday all we had strong WiFi, with no drop in service. On Sunday, the same. S

On Sunday afternoon, the tech called to ask if all was ok. I told him all seemsed good, and that he fixed the issue.

But it didn’t stop there. He called again Monday morning, then stopped by to fix one thing he had forgotten to recconnect in my husband’s office. He went above and beyond anything Optimum had ever done for us.

After he left, the head of corporate followed up with a call. He said our bill will reflect a credit for the days we did not have WiFi. He also lowered our monthly bill by a few bucks. Did you know that if you have auto bill pay you get $5 off your monthly bill? We didn’t, and no one ever offered or told us🤣 )

Simply put, the service we have received from these top guys has been nothing short of top notch. We owe it all to “06880.” Thank you for taking time to post our issue — and to the reader who offered the CEO’s contact information too.

(“06880” is a full-service blog — and fully reader-supported. To help fund us, please click here.)

Optimum Offline

Optimum boasts: “#1 in customer satisfaction.”

In neighborhoods all around Westport, customers beg to differ.

Social media was filled this week with complaints about the long-time cable provider.

Randi Nazem came directly to “06880.” Describing the situation off North Avenue, she writes:

We have WiFi sometimes, but it drops intermittently throughout the day. On Tuesday, for example, we had it all morning. Around 1 it dropped, and didn’t come back up until after 6 p.m.

This past weekend it dropped every few hours, for 10 to 15 minute intervals. It’s bizarre, and very frustrating.

This has been going on for 10 days. I’ve had Optimum on the phone 10 times. I’ve spoken to managers and the supervisor. They came to check and said everything ‘looks’ fine, yet my home (and many others) have no or only intermittent service.

Meanwhile, my $300 bill is due this week. I have to pay it, right?

Randi’s husband works from home. Without WiFi, that’s impossible, she says.

Randi reached out to “06880” because nothing else has helped. They need senior-level attention.

I received another email, this one from a woman in the Old Hill area. She said:

We have not had regular/consistent internet for the past 10 days. It sounds like this is pervasive in Old Hill, from an informal neighborhood poll — often out for more than an hour at a time).

I missed an important job interview due to the outage, and then had to reschedule and do it at the library.

My husband and I both work remotely full time, and have 2 children under 2. I monitor my newborn’s breathing through internet while she sleeps.

Our alarm system doesn’t work without internet, and we receive very little cell reception here so we need Wifi to make calls.

Optimum has a monopoly. They are content to do nothing and provide nothing to customers that have no choice.

This is fundamentally impactful to all of our lives. This affects the entire Old Hill neighborhood. The town needs to intervene with Optimum. This puts safety as well as ability to work at risk.

Randi sent screenshots of social media posts from other areas in Westport.

A plea — from 2020. (Photo/Aurea de Souza)

A second Old Hill neighbor reported: “Optimum gave us a new modem, and fixed most of it. Still some issues connecting our devices to Wi-Fi though.”

A woman on Imperial Avenue added: “I’ve had this issue for the last 2-3 weeks. We have all the best equipment on every floor of our house, yet we have full-on blackout periods every single day for hours. I’m losing my mind.”

Another person said: “We’ve had similar issues with daily outages this week. Optmum is the worst company I’ve ever dealt with, and our only option for high speed internet. I can’t wait for the day when there is another reliable, and likely cheaper, option.”

Some commenters suggest it may be an issue related to line work Optimum is doing. Others discussed the pros and cons of the Eero Mesh wifi system.

Bottom line: Optimum has some very unsatisfied customers, all over town.

They’re looking for answers.

Or at least for someone in a position of authority to care.

(Here’s one thing you can rely on: “06880.” Please click here to support this blog!)