Optimum Internet Review: Not the Best, Not the Worst Internet Service

Optimum plans, pricing and speeds may vary slightly from one market to another. For example, select areas may also have the option of a low-cost 100Mbps plan and some locations will get 200Mbps or 400Mbps in place of the 300 and 500Mbps plans. Additionally, gig service is available to the majority of households serviceable for Optimum, roughly 80%, but not all. Beyond that, many Optimum service areas — approximately 1.6 million households — will have access to fiber service with symmetrical upload and download speeds and multigigabit plan options. 

is still fairly new with few major providers offering anything above 1,000Mbps, but Optimum has recently introduced 2,000Mbps and 5,000Mbps plans available in select areas starting at $120 and $180 per month, respectively. 

Such prices for home internet can understandably feel a bit steep compared to other internet plans, but Optimum’s multi-gig plans are actually priced as well as or better than competing providers. AT&T, for example, has the same monthly pricing on its 2-gig and 5-gig plans, and Frontier’s 2-gig plan starts at $150 a month. 

Optimum FlexAbility plans break up the bundle (and the savings)

Most Optimum plans — especially Optimum 300, 500 and 1 Gig — are a pretty good deal if you just want internet. If you’re hoping to bundle with TV to take advantage of bundle savings though, the new FlexAbility plan structure will be less of a steal.

Via the new FlexAbility plans, Optimum lets you choose the internet plan you want and add a TV package and a mobile data plan. Here’s how it works: find out what Optimum plans are available at your address; choose the internet plan you want; add the TV package or mobile data plan you want, or not.

It’s pretty similar to the plan structure where you choose an internet plan, then add individual TV or phone packages instead of selecting from prebuilt bundle packages. does something similar, only without any of the perky marketing names.

The real point of FlexAbility plans seems to be that Optimum isn’t trying to lock you into a particular bundle package with services you don’t need — a less frequent but still common practice of — or any trap pricing schemes that will have you upgrading to a more expensive plan every year or so (). It also means that the bundle savings, which are typically the incentive for signing up for a bundle package, are also gone. Again, that won’t matter much if you’re just interested in internet service, but if you want to add TV, know that it will be more expensive without the bundle savings. 

Upload speeds are competitively low

Cable internet upload speeds will be lower than the download speeds. That’s just the nature of a cable internet connection. Optimum internet is no different, but parent company Altice decided to take its upload speeds down even further last year. On July 12, 2021, upload speeds on Optimum plans , depending on the plan.

Existing Optimum customers didn’t have to worry about their upload speeds falling, unless they changed their plan by upgrading or downgrading their speeds. New customers, however, are stuck with the slower upload speeds. It’s a bold move by Altice and one that won’t do any favors for the millions of people who continue to work and learn from home, but surely the decision was made for good reason, right?

Altice claims that the speed decrease is not the result of limited network capabilities or difficulty keeping up with demand. Instead, the company voluntarily lowered upload speeds to ensure they “are in line with other ISPs and aligned with the industry.” So, Altice reduced upload speeds on all Optimum cable internet plans to better match the slower upload speeds of other major cable internet providers. 

That is absurd.

But hey, no data caps, no contracts and now a 2-year price guarantee

On the bright side, Optimum internet is free of data caps and contracts, regardless of the service type or plan. That’s a nice contrast to rival providers and , each of which charges overage fees up to $50 or higher for going over your data allowance. The no-contract requirement is another nice perk compared to Cox and Xfinity, which typically require a term agreement of at least one year to get the lowest pricing. 

Hefty and unpredictable price increases were recently a concern with Optimum internet, but the ISP has since placed a two-year price guarantee on all plans for new customers. After the second year, a moderate price increase ($10 for most plans) may go into effect. Of course, the fine print says “Pricing, terms and offers subject to change and discontinuance without notice,” but the price guarantee is a nice step in the right direction for a company that has struggled with customer satisfaction lately.

Optimum Wi-Fi equipment and fees

There is no longer an equipment fee with Optimum internet, and the equipment you get isn’t half bad, either. While the model you get depends on the plan you choose and the network type (cable or fiber), select Optimum plans and those in fiber markets may come with a , which can offer better Wi-Fi performance than older routers. Regardless of the Optimum Wi-Fi router that comes with your service, the equipment fee is included.

As for installation, standard installation is included at no extra cost when you order online. If you’d prefer professional installation, including Wi-Fi configuration on up to six devices and hardwiring on one device, it’ll add a modest $59 to your initial costs.

Using your own equipment

Optimum is one of several providers that allows you to use your own equipment. You’ll need to provide your own compatible modem and router (or modem/router combo device) at installation. Using your own equipment will also limit service upgrades and technical support. 

Optimum home internet availability

Optimum covers two boroughs in the greater New York City area — and the Bronx — and just a stretch beyond. North to south, serviceability runs from Dutchess County, New York, to Toms River, New Jersey. East to west, Optimum is available from the tip of Long Island and past Bridgeport, Connecticut, to a sliver of Pennsylvania along the New Jersey border to the west. Like much of Queens and Staten Island, there are some pockets in between that are not serviceable for Optimum internet.

Since parent company Altice united Suddenlink and Optimum coverage areas under the Optimum brand, coverage has expanded to include 21 total states. Outside of the greater New York City area, Optimum is now available in parts of Arizona, Arkansas, California, Idaho, Kentucky, North Carolina, Texas and West Virginia, among others. 

It’s primarily cable, with some FTTH mixed in

As mentioned above, Optimum primarily uses a cable or cable hybrid network to deliver service. Cable isn’t necessarily bad as it can offer , but the technology fails to compare to the speed and consistency you get with a fiber connection.

About a tenth of those in Optimum service areas can get fiber service, but the company is looking to change that. Altice acknowledges that — specifically fiber-to-the-home service — is the immediate future of home internet and has thus worked to build and expand a fiber network. 

An Optimum spokesperson tells CNET that Optimum FTTH service is already available to more than 1.6 million homes, around a tenth of those serviceable for Optimum internet, with more to come as “fiber deployment continues at a rapid pace.” Fiber service comes at no extra cost compared to Optimum’s traditional cable internet and has symmetrical or near-symmetrical upload speeds. Altice did not lower the upload speeds on its fiber service.

Optimum vs. Verizon Fios

share much of the same service areas, so pricing, speeds and service terms stay relatively competitive between them. Here’s a look at how the two compare:

Pricing

Optimum has the advantage of lower plan pricing, at least for the first 12 months of service. The Optimum 300 plan is around the same price as Verizon’s lowest-priced plan, which also offers max speeds of 300Mbps. Optimum’s gig service is slightly cheaper, starting at $80 per month compared to $90 with Verizon. Neither Optimum nor Verizon charges an equipment rental fee, so they’re even in that respect. After 12 months, Verizon Fios becomes the cheaper option, but Optimum edges it out at the start.

Speeds

The faster provider will depend on which Optimum service type is available at your address. If your home is eligible for Optimum fiber, Optimum wins the race with speeds up to 5,000Mbps. On the other hand, if the choice comes down to cable internet from Optimum or Verizon Fios, you’ll get significantly faster upload speeds and possibly better speed reliability from the 100% fiber connection that comes with Verizon Fios.

Data caps and contracts

Neither provider enforces data caps or contracts. Call it a draw.

Customer satisfaction

Verizon Fios leads all providers, including Optimum, in ACSI ratings and J.D. Power’s rating in the East region. 

All things considered, Optimum and Verizon Fios are closely matched. If introductory pricing drives your decision, Optimum is likely to be your better option, but if standard pricing, upload speeds and customer satisfaction are more of a concern, you may want to consider Verizon Fios. 

Optimum vs. other cable providers and DSL internet

There is a little overlap between Optimum and cable providers and . For the most part, Optimum has lower introductory pricing than both, though Xfinity may have the absolute cheapest plan in some areas. 

Xfinity has faster max speeds than Optimum (and Spectrum), but you can get gigabit from any three. Optimum has a larger fiber footprint in the greater New York City area than Spectrum or Xfinity, so you’re likely to get faster upload speeds with Optimum.

I won’t dive much into Optimum versus service from providers like or . Just know that if DSL is an option in your area along with Optimum, go with Optimum — it’s likely to be cheaper and faster.

Customer satisfaction takes a bad turn

The  gave Optimum a customer satisfaction score of 59 out of 100 in 2022, a one-point decrease from 2021, which was already a five-point drop over 2020. The new score came in slightly above , the former Altice brand. It’s worth noting that the Altice brands accounted for the two bottom spots.

Optimum also did not fare well with , which placed the provider below the 714 average for the East region with a score of 655 out of 1,000. Optimum customer satisfaction came in above Frontier (614) but fell just below Spectrum (676) and well below Cox (708), Xfinity (725) and Verizon (758). 

It’s unclear what exactly led to Optimum’s subpar customer satisfaction score with J.D. Power as the company evaluates customer feedback on several factors, including service reliability, customer service experiences and billing. 

It’s unlikely that service reliability is a major concern among customers. The website , which tracks user complaints about service outages, lists numerous Optimum outages in recent months — but that’s true of almost every provider, and with Optimum, almost none of these apparent outages appeared to be widespread or long-lasting. 

As for speed reliability, the (on speeds up to 200Mbps). If speed and service reliability aren’t major culprits bringing the score down, it’s possible customer service experiences and billing issues — like the lack of pricing transparency — go a long way to affect customer satisfaction.

Up until 2020, there wasn’t anything too alarming about Optimum’s scores that would push me one way or the other. But the consistent, year-over-year drops in ACSI ratings may be cause for concern. Yes, ISPs don’t score well in general, but it’s not good to be near the bottom of a bad bunch.

Optimum internet, in summary

If Optimum is available in your area, it’s likely to be one of your better internet options. Optimum offers a variety of download speeds from 100Mbps to 5,000Mbps in select areas, for introductory pricing lower than or about the same as you’ll find from most competitors with similar speed tiers. Perks like unlimited data, free equipment rental and a two-year price guarantee make Optimum internet even more enticing. Just keep in mind: there’s likely a good reason the ISP has not fared well in customer satisfaction in recent years. 

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