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Randolph Township News Archive » News Article

Optimum Service Issues after Isaias

Posted: August 12, 2020

The township has received information for those still having issues with their Optimum/Altice service.

Optimum has opened their outdoor WIFI hotspot network for both customers and non-customers to provide interim connectivity. View a list of available locations

Service Restoration: Troubleshooting Tips
Now that power has been restored to your home, your Optimum services should be back up and running. If you experienced a loss of power, it is best to restart your equipment using the following steps:

  • Unplug your equipment from its power source.
  • Wait 30 seconds.
  • Plug your equipment back into the power source.

If your service does not return after restarting, it is possible that:

  • The power that feeds the network in your area comes from a different commercial power source than the power that feeds your home or business location or there is another issue relating to network power that needs to be addressed. Optimum is coordinating with the electric companies to identify these issues and ensure prioritization of repair or restoration.
  • There is damage to the Optimum network such as a downed utility pole or wire break; their crews are proactively working to rectify this type of damage to restore service.

Optimum has created the opportunity for customers to check service status online by signing in with Optimum ID and password. Under “Support,” located in the upper right corner, click “Service status.”

Report Service Issues:
Contacting Optimum via any of the below four channels will result in a trouble ticket being created that will direct a repair team to assess and address the issue:

Optimum will be providing credits proactively to customers whose services were impacted by the storm once commercial power was restored. Customers will receive the following message:

“We know how important your Optimum service is to you. Tropical Storm Isaias was one of the most powerful storms to strike the Northeast in years and our crews have been working around the clock to repair damage and restore your service as power returns. We appreciate your patience and will be providing a credit for the time that your Optimum services were not available when power was restored. There is no need to request this credit, we will simply apply it to your account in the next several weeks.”

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