Common issues and results across nearly 400 FairShake-supported claims for compensation

Overall Summary

Optimum customers report experiencing several patterns of issues with Optimum’s service, pricing, and support. 

The number of claims FairShake processed against Optimum increased during the Covid-19 pandemic, a time when many tri-state residents depended on Optimum to work and learn from home as the only broadband provider in their area. 

FairShake processes complaints against most of America’s largest cable companies and ISPs, so we have unique insight on how claims against Optimum compare.

Common types of complaints against Optimum we see from FairShake users include:

• Overcharges during the pandemic (See 1, 2, 3, 4, 5, 6)
• Kids missing virtual school during the pandemic due to Optimum (See 1, 2, 3, 4, 5, 6)
• Making it hard to cancel and billing former customers after they cancel (See 1, 2, 3, 4)
• Poor customer & technical support (See 1, 2, 3, 4, 5)
• Receiving slower than advertised internet speed (See 1, 2, 3, 4, 5)
• Monopolistic behavior (See 1, 2, 3, 4)
• Hidden fees for router/modem/cable box rentals (See 1, 2, 3, 4)

With so many complaints, it’s helpful to know that, when push comes to shove, the company will often respond to legal demands: Once Optimum receives a demand letter or escalation to arbitration from a FairShake user, they are actually more likely to respond with a settlement offer than other ISPs like Comcast Xfinity or Cox.

How does FairShake help Optimum customers?

• Based on information provided by the user, FairShake produces and delivers all the paperwork to create the legal claim, from an official notice of dispute sent to Altice (Optimum’s parent company) through a formal legal filing with the American Arbitration Association.
• FairShake’s streamlined platform presents users with any settlement offer from the company, and our experienced specialists are available by live chat to explain each step of the process and respond to any questions.
• Learn more about the FairShake process here.

Statistics

62% of FairShake claims against Optimum in the tri-state area came from users in New York State

State		FairShake claims against Optimum
New York		62%
New Jersey		31%
Connecticut		7%

May 1, 2020 – Apr 30, 2021 (as of 6/7/21)

Around 70% of FairShake claims mailed to Optimum resulted in a settlement offer

Claims mailed	395
Settlement offers received	277  (70%)
Arbitrations filed	87  (22%)
Average settlement value	$230

May 1, 2020 – Apr 30, 2021 (Results as of 6/7/21)