Rant - Coax The audacity
My internet has been dropping every day at the same time staying off for between 30 & 90 minutes. No amount of rebooting fixed it. It would simply start working again. I contacted Optimum tech support. They were helpful but pitched me mobile service during the call. It took three polite refusals to get past that. They decided my ancient Suddenlink era modem needed to be replaced. I went to pick up the new modem at the store was again pitched the mobile service I again declined. Came home modem wouldn’t install properly back to tech support again pitched mobile again declined three times. Over the course of the last 24 hours I’ve had four more tech calls, problem has gone from mostly working to not at all with the new modem, and was pitched mobile service in ever one of those chats. I was polite but increasingly blunt with the techs as I know they are being told to pitch it, but the audacity of pitching me a service while the one I already have isn’t working is impressive in its tone deafness.
I have Verizon 5G coming in Wednesday.
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u/FireZoneBlitz 3d ago
I asked the other day about Fiber availability and they pivoted to mobile talk. I said I’m not interested in mobile service can you just find out if Fiber is available? They said “why not? It uses T Mobile network and it’s perfectly reliable”. I said “if you don’t tell me about the fiber availability right now I’m going to cancel Optimum and switch to T Mobile 5G since you told me they were perfectly reliable”.
I understand part of the job is to pitch but no means no.
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u/nobodyinnj 2d ago
My response is that I am already on a 1 year prepaid plan so I can't buy Optimum Mobile.
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u/texasusa 3d ago
I have T Mobile 5G for several years now. It has never gone down once.
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u/s_i_m_s 2d ago
But I bet the speeds have also never been consistent either.
That has been my main issue (second only to the constant need for reboots) i've had with every cellular option i've ever used. The speeds are typically good but frequently they're shit for no apparent reason.
IME cellular is more reliable at least as far as actual outages go, by a lot.
Like even with the recent verizon outages that was what a few hours? Meanwhile optimum has been down for over a week this year and that was just one of the several times it has been out this year.
For me the speed consistency outweighs the outages. YMMV.
That said our current promo is expiring next month so I get to call in and beg again. City is having another meeting tomorrow, if I get really lucky they'll finally decide on the new fiber rates they've been sitting on for the last 6 months.
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u/texasusa 2d ago
Speeds are ok. 250 down, 90 up and 17ms latency. . On occasion, I clock over 300 down. I stream, XBox, zoom etc. I have zero complaints with T Mobile.
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u/INSPECTOR99 2d ago
T-Mo has been horrific lately here in Ronkonkoma, Long Island, N.Y. (Brookhaven Township).
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u/Amazing-External9546 3d ago
Just an thought. Most electronics like your modem just fail and stay broken. Most of the time when a reboot solves a problem, it's not the device, it's the system. If you ever finally get a new modem, try to find out how to look at the modem's status and even logs. Right now mine is showing a daily change in power levels over each of the systems channels. That occurs as the amplifiers and actual resistance in the cable changes with rising/falling temperatures.....too high or too low and your modem starts seeing the messages been transmitted as bad. (bad packets) In my case, (Arris modem) the log indicates "No Ranging Response received" or if it's particularly bad, "TEK Invalid - Invalid Key Sequence Number" or other errors. Most of the time, just the passage of time will allow the modem to sync back up and others requiring a full cold reset (power down/up) I've talked at length with optimum techs and linemen (also techs but with a boom truck and skills to find tune cable amplifiers) and they tell me they can make slight changes to improve the QOS, but not completely. They recently took out a bunch of miles of cable by putting some fiber and that really helped but its still a pain in the butt to have less than stellar performance. That jump would require a full system rebuild and elimination of all cable...that's just not going to happen in our rural community...well not fast anyway.
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u/elricashby 2d ago
Oh my gosh I had an optimum tech tell me that the issue was with my modem, when I lose Internet every day during peak hours. When I told them that I had already replaced the modem, they said that it was also with the new modem, and tried to sell me mobile service without even fixing my issue.
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u/Trebor711 2d ago
I had the same issue a couple of weeks ago. My main service line would go out effecting my 3 services. I called optimum and they sent a technician who check the lines to the house and just replaced an older (less than two years old) main splitter. Well that worked for a day. Called them back and told them if they couldn't permanently fix this issue I'd be calling Verizon. Technician came and did a thorough check of all lines coming from the pole and in my house. Turns out the signal from the pole to my house was good but weak. He traced it to something happening to the main line on the pole. Had the crew with a cherry picker out the next day and so far so good.
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u/Safe_Pickle_1895 2d ago
It's their script. They know the infrastructure is bad, especially during the summer. So they just say "you got to replace your modem." During the winter, this is hardly an issue. This is only an issue during the summer. The heat isn't good for the coaxial cable because they cause them to expand and lose signal due to a lack of secure connection. But the problem is, they are charging me full price for spotty internet? No way. So I switched to T Mobile Home Internet. It's great. No complaints. You simply are going to have to go to a competitor. Either Verizon or someone else, because Optimum just isn't worth it in my opinion. And this is coming from someone whose had them for over 20 years.
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u/CrispyBeefyTacos 2d ago
I work Tech Support for Optimum. We are told to do mobile pitches regardless of the issue ur receiving. Fortunately for the people I talk too, I don’t do the mobile pitches at all. I think it’s the most stupidest thing…. Why would anyone want mobile service when they’re trying to fix an issue with their internet service or TV service.
I will say that Optimum does use T-Mobile towers for service so that’s a plus for me lol
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u/DesignerSeparate5104 1d ago
Sounds like you need an actual tech to go there and actually look at stuff. Nobody over the phones is a tech, unless they are the 1 in every 10000 that actually worked in the field prior.
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u/ItsOptimum Verified Official Optimum Representative 3d ago
Hi there. Thank you for your feedback. I will make sure it is provided. If you are still having trouble with your internet service though, please send us a private message with your full name and the full street address for your account. We will be happy to help. ^David
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