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Is Optimum a Legitimate Company? ISP Service Review

Updated: January 2026

Optimum is a legitimate ISP (real internet service provider) - not a scam.

However, the company is severely understaffed, their primary support is an AI chatbot that gives wrong information 'like 10 times,' they've removed capabilities from customer service reps, and employees are frustrated with the company. Internet quality is generally fine but customer support is a nightmare. Multiple calls required to resolve simple issues. For support, avoid the chatbot and try calling a real person or finding a local office.

Key Findings

What It Is

Real ISP provider (not a fake company)

Main Risk

AI chatbot is primary support (unreliable and wrong)

Best Action

Request a human representative - don't use the AI chatbot

The Pattern

→Real ISP provider (not a fake company)
→Offers internet, TV, and phone services
→Primary customer support is AI chatbot
→AI chatbot frequently gives wrong information
→Severely understaffed with real representatives
→Customer service reps have limited capabilities
→In-person support is inconsistent
→Billing and plan questions are common frustrations

Red Flags

Warning: AI chatbot is primary support (unreliable and wrong)
Warning: Company has removed capabilities from support staff
Warning: Severely understaffed - long wait times
Warning: Multiple calls needed for simple issues
Warning: Information conflicts between channels
Warning: In-person office can't even view customer bills
Warning: Cannot authorize basic plan upgrades online (still fail)
Warning: Employees report company is disorganized and understaffed
Warning: New Optimum Stream boxes have removed quality-of-life features
Warning: High costs compared to competitors like Verizon Fios

What To Do

1Request a human representative - don't use the AI chatbot
2Visit local office in person if available (might be faster)
3Record all customer service calls (check state recording laws)
4Request call recordings from Optimum to protect yourself
5Get everything in writing via email after phone calls
6Document all issues and dates (for disputes)
7If switching is an option, compare with Verizon Fios pricing
8Set up reminders to monitor your bill monthly
9Ask about plan changes in person, not by phone

What NOT To Do

✕Don't rely on AI chatbot for accurate information
✕Don't accept wrong information from first call - escalate
✕Don't assume online orders will process correctly
✕Don't expect quick issue resolution
✕Don't trust that problems are solved after one call
✕Don't use Optimum Stream boxes if you value user interface
✕Don't expect competitive pricing vs competitors
✕Don't assume you have access to their cheapest plans (they hide them)

Copy-Paste Script

Issue: [Wrong information from AI / Incorrect billing / Service problem]. I need to speak with a human immediately. Please escalate and confirm in writing via email what was discussed.

FAQ

Is Optimum a scam or legitimate company?

Optimum is 100% legitimate - real ISP with real service. Not a scam. But customer service is terrible due to being understaffed, AI chatbot giving wrong info, and employees saying the company is disorganized. Legitimate company, awful to deal with for support.

Why is Optimum's AI chatbot so bad?

Multiple users report AI chatbot providing completely wrong information 'like 10 times.' The company relies on AI for primary support instead of hiring staff. Employees are frustrated by the company's approach. Don't use the chatbot - request a human representative immediately.

What's wrong with Optimum customer service?

Severely understaffed, long wait times, chatbot errors, support reps have limited capabilities, and multiple calls needed for simple issues. In-person offices can't even view customer bills. One employee said they removed a lot of capabilities customer service can help with. Support staff is frustrated working there.

How much does Optimum cost compared to Verizon Fios?

Significantly more expensive. Example from customers: Optimum $350/month for 500mbps + TV (3 boxes), vs Verizon Fios $240/month for 1gig fiber + more channels + free equipment + $200 gift card. Verizon appears to win on price and service.

Should I switch from Optimum?

If you have options (like Verizon Fios), seriously consider switching. Optimum has same service but costs more and support is worse. If Optimum is your only option in your area, avoid customer service if possible - use online self-service and bill autopay. Customer service requires patience and multiple calls.

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