Optimum Home Internet review: Cost, coverage and customer experience guide

Optimum at a glance

If you’re looking for high-speed home internet at a low price, Optimum is one of the best internet service providers. However, internet reviews show a lower customer satisfaction record for Optimum compared to some larger internet service providers (ISPs).

Fast facts

What we like

Optimum has an extensive cable internet network and has invested heavily in its fiber infrastructure, making its fiber internet the fastest available in many locations. The company offers consumers multiple cable and fiber internet plans, making finding a plan that meets budget and speed requirements easier. Its fiber internet plans are some of the most affordable on the market. And with a two-year price guarantee, customers don’t have to worry about a sudden spike in internet costs.

Fiber internet plans also cost the same as their speed-equivalent cable plans. So, where available, you can upgrade to fiber service at no extra cost.

What we don’t like

Optimum is one of only three ISPs CNN Underscored reviewed to earn an F rating from the BBB. The company has a poor reputation with existing customers, who complain of frequent service outages and sudden uncommunicated price increases.

Also, although Optimum serves customers in 21 states, its service areas are concentrated in the Mid-Atlantic. Other service areas are scattershot. In New Mexico, for example, Optimum home internet is available only in Clovis.

Finally, although Optimum cable plans offer fast download speeds for solid prices, upload speeds are slow, making online gaming and 4K streaming slower than on fiber plans.

* BBB ratings are accurate as of July 2024.

Optimum pros and cons

Although many Optimum internet reviews may suggest that its service has no redeeming qualities, reviews alone don’t accurately portray the company. Optimum may be the best high-speed option available, especially in areas with strong infrastructure. Its fiber internet offers fast download and upload speeds at competitive prices.

With no data caps or contracts, Optimum has more flexible plans than some competitors, although some customers complained about shady price hikes after their two-year price guarantee ended.

Pros

Cons

How much does Optimum cost?

Optimum offers nine plans, although not all are available in every area. Most customers have three or more plans to choose from. Starting prices are standardized across the plans and are based on internet speed. While all plans have a two-year price guarantee, price increases after that are standard. Increases depend on your plan and location.

If you’re also in the market for a mobile plan, you can save by bundling your internet services with mobile service from Optimum.

Optimum fiber internet is available for nearly 3 million households and costs no more than cable counterparts. That’s a nice touch because fiber plans offer symmetrical download and upload speeds, making them far better for streaming, gaming, video conferencing and other activities that require heavy computer input.

Optimum reviews often cite low upload speeds as a drawback to cable plans, so customers’ ability to upgrade to fiber for no extra cost is a great benefit.

* Prices listed reflect rate-card pricing. Discounts may be available.

What plans and services does Optimum offer?

Although Optimum offers nine home internet plans, they aren’t available everywhere. Most people living in Optimum service areas will have at least three plans available, however.

Optimum offers cable and fiber internet plans without data caps or contracts and a two-year price guarantee. Cable and fiber internet plans with the same download speeds feature the same starting price, so choosing fiber where available is worthwhile. However, you may pay more for fiber after the two-year price guarantee expires.

Optimum doesn’t charge equipment fees although the American Consumer Satisfaction Index (ACSI) ranks Optimum’s Wi-Fi equipment and overall Wi-Fi quality as the lowest among all major ISPs.

With Optimum, you can install that equipment on your own for free or line up professional installation for a one-time $100 fee, which is lower than some competitors.

Optimum services

Optimum add-ons and optional features

Optimum doesn’t offer many add-on services, but it has a few notable perks.

Using your own equipment

You can rent Optimum’s Wi-Fi equipment for free or use your own. However, given the low customer satisfaction with Optimum equipment, you may want to use the equipment you already have.

You can get set up with your own compatible modem and router when you install Optimum internet yourself or have the equipment available when you hire a professional to do it for you.

Gift cards

At the time of writing, Optimum offers a $200 prepaid Mastercard for purchasing a 1 Gig Fiber plan and a $50 prepaid Mastercard for a 300 Mbps Fiber internet plan. These promotions change frequently, so check with your local provider for current deals

Optimum customer service and experience

One area where Optimum comes up short is customer service. No internet service provider enjoys all sterling reviews, but Optimum reviews are especially caustic.

Between the app’s FAQ page and 24/7 phone customer service, Optimum customer service should be quite reachable. When we called to speak to customer service, we spent just a few minutes on hold before reaching an agent who was very knowledgeable about Optimum’s services and helpful despite being outside Optimum’s coverage area. Reported customer issues tend to lie more with resolving problems.

Customer feedback

A common refrain among Optimum internet reviews is sudden, uncommunicated price increases.

Other considerations about Optimum

When considering Optimum, think about these items.

Additional monthly fees

Optimum doesn’t charge an equipment rental fee and won’t hit you with hidden fees or data overage fees like some other plans will. However, with the company’s reputation for monthly price hikes at the end of its two-year price guarantee, you should expect your base rate to increase when your plan concludes. Optimum may not be for you if you prefer to have an ISP for more than two years.

Installation fees

If you don’t want to use Optimum’s poorly reviewed equipment, you can install your Optimum internet for free and use your own equipment. Professional installation costs $59, which is lower than many competitors.

Data caps

Optimum has no data caps on any of its high-speed internet plans. You won’t get charged for going over any data usage threshold or experience bandwidth throttling for being online too much. That said, some new customers have complained that they experience slower service than longer-tenured customers.

How does Optimum compare with competitors?

Optimum beats many larger competitors on its introductory pricing for high-speed internet plans. Although not available everywhere, Optimum fiber internet offers some of the best prices for elite download and upload speeds.

Optimum falls short of nationwide competitors like AT&T Internet and T-Mobile Home Internet on availability and doesn’t offer the same range of services as Comcast Xfinity. Optimum internet reviews and customer service ratings are some of the worst in the industry.

Optimum vs. competitors

Methodology

CNN Underscored based its internet reviews on analysis of more than 50 primary sources and 2,000 data points across 22 ISPs. Our rating methodology measures ISPs based on plan features, plan pricing, company reputation, customer support, technology, availability and data privacy. All companies are reviewed impartially and rated purely on the data.

FAQs