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How to Contact Optimum Online

Optimum is owned by Altice, a global telecommunications company with more than 4.6 million TV, phone and Internet service subscribers across 20 states. If you have TV, phone or Internet service through Optimum, chances are you will have to contact customer service at some point, whether it’s to set up your service for the first time, ask a question about your bill or troubleshoot a connectivity issue. The following are some of the ways you can contact Optimum online.

Call Optimum Customer Service

If you are experiencing a problem with your Optimum service or equipment, or if you are unsure about how to set up your service or connect for the first time, your first instinct is probably to call and speak to a customer service representative. The great thing about this option is that you can get real-time assistance from a live person who can answer your questions or guide you through troubleshooting your specific issue. Unfortunately, that may mean having to wait until a customer service representative becomes available. Your expected wait time will depend a great deal on when you call and whether there is a widespread issue with the network at that time. According to the Optimum website, customer service and technical support is available 24 hours a day, 7 days a week, and all other support is available Monday through Friday, from 8am to 8pm.

Connecticut

  • Residential Customer Service: 203-870-2583
  • Residential Sales: 203-870-2491

New Jersey

  • Residential Customer Service: 973-230-6046
  • Residential Sales: 973-230-2036

Long Island

  • Residential Customer Service: 631-393-0636
  • Residential Sales: 631-393-0706

New York

  • Residential Customer Service: 718-860-3513
  • Residential Sales: 718-975-1179

Ask Optimum’s Virtual Assistant

One of the easiest ways to contact Optimum customer support is to initiate a chat on the company’s website. This may be a good option for you if you are experiencing a connectivity issue or some other general problem and you don’t want to risk calling customer service and being put on hold.

  1. Go to the optimum.net homepage
  2. Hover over “Support” In the upper right corner of the screen
  3. Click on the “Chat now” button
  4. The Optimum virtual assistant window will open
  5. Type your question into the text box and hit “Send” to begin chatting

When you ask the Optimum virtual assistant a question, you will get an automatic response with suggestions on how to proceed based on your issue or concern. For instance, we typed in “I don’t have service,” and received a series of tips on how to check for an outage in our area. The virtual assistant is an interactive service, so at the end of the response was a question: “Did you see an outage in your area?” We clicked on “No” and that led to another prompt asking which specific services were not working properly. 

Scan the Optimum FAQ Page

The FAQ page on a company’s website can be a treasure trove of information for customers looking for answers to commonly asked questions. For instance, how to program your remote control, how to reset a locked password or how to use your modem are all questions that can be answered with a quick visit to the Optimum FAQ page. 

  1. Go to optimum.net
  2. Hover over the “Support” tab
  3. Click on “FAQs”
  4. Scroll down and/or navigate to another page to find the topic that corresponds to your issue
  5. Or, you can search by product or keyword

Watch a Tutorial or Download a User Guide

Another great feature on the Optimum website is the tutorial and user guide section, where customers can watch video tutorials or download PDF versions of the Optimum user guides that correspond to their Internet, phone or cable TV equipment. For instance, if you are an Optimum customer and you want to know how to connect to the WiFi in your home or how to install your smart router, you can go to the “Tutorials” page of the Optimum website, choose the “Internet” tab and watch a tutorial with detailed, easy-to-follow video instructions. 

 

Alternatively, If you are trying to do an initial set up of your internet or phone service and you want a thorough instruction guide that you can download and/or print, you can go to the “User Guides” page of the Optimum website, and click on the “Internet and Phone Connection Guide” link. These helpful installation and service guides provide step-by-step instructions for connecting, setting up and using your Optimum Internet, phone and TV services and features. 

Contact Optimum on Social Media

Optimum has a strong presence on social media, operating accounts on Facebook, Twitter, Instagram and YouTube. Facebook and Twitter are probably the two best platforms on which to send the company customer service-related questions, if you choose to do so via social media. To send Optimum a message on Facebook, you can go to the Optimum website, scroll all the way down to the bottom of the page and click on the Facebook icon on the right side of the screen. Or, you can go to Facebook.com and type “Optimum” into the search bar. Click to open the Optimum page and under the “About” section, you’ll see the option to “Send Message.” To send a message on Twitter, you can click on the Twitter icon at the very bottom of the Optimum homepage or go to Twitter.com and type “Optimum” into the search bar. For a customer service-related question or concern, click on the Optimum Help Twitter page and then click on the “Tweet” button to send a message.

Download the Optimum Support App

Another way Optimum users can access customer service tools is by downloading the Optimum support app. The support app is a helpful tool for managing your Optimum account, whether you are at home or on the go. From the app, which is available on both iPhone and Android devices, you can view your statements, pay your bill and find answers to frequently asked questions. You can even get real-time updates on service calls, including what time your technician is scheduled to arrive and how long the appointment is expected to last.