---
company: optimum
title: Optimum — how complaints actually go
last_verified: 2026-10-12
---

## In short

Optimum gives you only 30 days after receiving a bill to dispute it in writing, one of the shortest windows among large providers. You can cancel by phone at 877-694-9474 or online by signing in; cancellation takes effect at the end of the billing period. Return all equipment promptly, because unreturned-equipment fees are high, for example $345 for an HD/DVR receiver. Optimum says it never makes unsolicited calls, so treat any "Optimum" caller asking for payment as suspect.

## How complaints actually go

- Existing customers call 877-794-2724; the general, billing and technical line is 877-694-9474; live chat is on the contact page and in the My Optimum app. [Optimum contact](https://www.optimum.com/contact-us) [Optimum support contact](https://www.optimum.net/support/contact-us) [How to contact Optimum](https://www.optimum.com/articles/communities/how-to-contact-optimum)
- Bill disputes must be in writing within 30 days of receiving the bill (or longer where the law requires); the dispute date is when Optimum receives enough documentation to investigate. [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- The Notice of Dispute goes by certified mail to Optimum Shared Services, 1111 Stewart Ave, Bethpage, NY 11714, Attn Customer Disputes. Optimum has 60 days after receipt to investigate; small claims court is an alternative. [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- New subscribers can opt out of arbitration within 30 days of opening the account, by email to NOARBITRATION@ALTICEUSA.COM or by mail. [Optimum terms](https://www.optimum.com/terms-of-service/residential)

## What tends to work

- Optimum offer terms say you can cancel any time at 877-694-9474 or by signing in at optimum.net; cancellation is effective at the end of the current billing period except in CT and NJ. [Optimum offer terms](https://www.optimum.com/moving)
- Return equipment by mail with the prepaid label from My Orders (drop at Walgreens or FedEx Office and ask for a receipt), or at an Optimum store. [Optimum equipment shipping](https://www.optimum.net/pages/equipmentShippingInstructions.html) [Optimum stores](https://www.optimum.com/locations/)
- Outage credits are at Optimum's discretion, so ask for one in writing with the outage dates. [Optimum terms](https://www.optimum.com/terms-of-service/residential)

## Traps and fine print

- Cancellation must be requested by the last day of the billing period before the period you want to end; payments are nonrefundable and there is no credit for partly used periods. [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- Cancelling or downgrading before a promotional term ends triggers an early cancellation fee plus unpaid charges. [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- Unreturned equipment fees include Optimum TV Box $132.00, Wireless Router $80.00, Gateway 6 $130.00 and HD/DVR Receiver $345.00; Optimum can also keep billing a monthly fee until the equipment is returned. [Optimum pricing](https://www.optimum.com/pricing-packages) [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- Optimum may change its terms by website posting, email, mail, phone or text, with no minimum advance notice for price changes; continued use is acceptance. [Optimum terms](https://www.optimum.com/terms-of-service/residential)
- Damages for a service interruption are limited to service charges and equipment fees for one billing period. [Optimum terms](https://www.optimum.com/terms-of-service/residential)

## By the numbers

- ACSI 2026 (surveys April 2025 to March 2026): Optimum non-fiber internet 64 (63 in 2025), among the lowest; Optimum Fiber 74 (71 in 2025); Optimum scored 62 in the Northeast. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)
- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Optimum TV 64 (up 3%). [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)

## Scams that target customers

- Optimum will never ask you to pay by gift card, wire transfer, cryptocurrency or payment apps (Venmo, Zelle, Cash App, PayPal), and will never email you a link to make a payment. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)
- Optimum will never call to say your equipment has an issue that needs a payment, and says it never makes unsolicited phone calls to customers. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)
- Fake bill-payment websites and phone numbers pose as Optimum; do not use a search engine to pay or find the number. Use the number on your bill or the Contact Us page. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)