What to Do When Optimum Customer Service Fails

How to Make the Optimum Corporate Office Listen

A legal option that can get Optimum to listen — and get you compensated.

It’s easy to feel like David fighting Goliath when a company you’ve done business with doesn’t live up to their promises.

This is especially true when they make a mistake that costs you money. Sometimes, you need the service they provide and if you don’t pay the bill, they will cut off your service. This is true even if you weren’t at fault.

Phone calls with employees that don’t have any power waste your time. Email complaints seem to go into a black hole in cyberspace, giving you no evidence they were sent. Requests to speak to someone that has authority at the corporate office either are ignored or the requests take too long to receive a response.

They might tell you they’ll make things right and don’t follow through, leaving you to begin the frustrating process all over again.

What can you do other than to feel like Optimum’s corporate office has taken advantage of you?


Doing business with companies that leave you feeling powerless is frustrating. Most companies include forced binding arbitration clauses in their contracts to prevent consumers from taking them to court. Limited choices in our cable, internet, and cell phone service providers contracts force many of us to do business with companies that have low customer service standards and unresponsive staff at their headquarters. Even when we have a choice, we may be locked into a contract.

Binding arbitration helps you get a satisfactory solution for your complaint against Optimum without having to sue the company. During arbitration, an independent arbitrator is appointed who is familiar with the issue that prompted the consumer complaint.

The key is the arbitrator has to be impartial. The arbitrator looks at the facts presented by both sides and makes a binding decision, without projecting any legal prejudice into the case. Speak with a binding arbitration specialist at FairShake to learn more about the role of a arbitrator. We follow the guidelines established by the American Arbitration Association.


Arbitrations handled by the American Arbitration Association comply with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process must be fundamentally fair to all parties, including the appointment of impartial, competent, and qualified arbitrators who conduct fair hearings.
  • A reasonable standard is applied to the arbitration process, including the costs involved in the process, the standards for access to relevant information, and the timing and location of the arbitration.
  • The transparency standard requires clear arbitration agreements that include all the necessary information, and gives each party the ability to hire their own representation.
  • An alternative to arbitration, in the form of small claims court and, in some cases, mediation, should be available.
  • The process should be just and allow the arbitrator to award the same relief that would be available in a court of law.


When you put a company like Optimum on notice that you are going to pursue arbitration, they know they are going to be required to pay expenses out of pocket. What’s more, they may lose and have to give you what you are asking for on top of the expenses they pay for the arbitration process.  Once the company knows they are going to incur an expense, they become more willing to meet your demands if your demands are reasonable.

If Optimum doesn’t meet your demands, you can get a fair and transparent hearing without spending any money by using FairShake to help you file for arbitration.  Our help doesn’t cost you anything unless you win.

You don’t want to bring a nuisance case because you could be held responsible for the company’s costs if the arbitrator believes the case is frivolous. But if you have a real complaint, you shouldn’t have to worry about the possibility of having to pay the company’s costs.


Once you begin the arbitration process, the company loses the advantage. You are on an equal footing with the company because the neutral arbitrator will view both sides of the issue. The first step to give you the leverage you need to resolve your complaint is to present the issue by sending Optimum a demand letter.

We will send a demand letter to the Optimum corporate office. Most terms of service agreements give companies 30 days to respond to a demand letter. A representative from FairShake will verify the length of time Optimum has stated in its terms of service agreement.

In about half the cases, the company’s headquarters makes an acceptable settlement offer during the 30-day period. If they do not offer you a reasonable settlement during this period, the next step is to file the case with the American Arbitration Association. FairShake will put together the official arbitration paperwork for you, and help you take the next steps.


If your case reaches arbitration, you might consider whether you should hire an attorney. In legal terms, an individual without an attorney is bringing their claim “pro se.” If you decide to move forward without an attorney, you’ll want to read the information available from The American Arbitration Association’s Pro Se Case Administration Team.

Certain common complaints fall under specific laws that make possible compensation awards particularly high. For some types of complaints, like those involving robocalls or improper debt collection attempts, the assistance of an attorney can help you maximize the value of those claims.


Begin the process by letting us know below about your complaint against Optimum. Let FairShake take the frustration of dealing with a big company off your to do list and help you get the satisfactory solution you deserve.

FairShake offers a 100% satisfaction guarantee. If you are not satisfied with our services, you will not owe us anything.

FairShake helps put the power back in your hands

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