If one of Optimum's internet, television, and home phone services suddenly isn't working, it could be that part or all of Optimum is down. However, it also could be a random problem on your side, too. There are usually signs that help you figure out what's going on.
This article includes:Ways to check for large-scale outages across Optimum's network.Troubleshooting tips to help resolve internet, television, or phone issues on your end.
How to Tell If Optimum Is Down
If you think Optimum might be down for everyone, these places can help you find out for sure:
Check your service status at Optimum. Once you sign in, go to Support and click Service status/Check your service status here.
Search Twitter for #optimumdown. Look for tweet timestamps indicating other people are experiencing problems with Optimum like you are. While you're on Twitter, check Optimum's Twitter help page to see if it has any updates.
Check the Optimum Facebook page. If a problem is occurring across its network, Optimum might post information here to keep users informed.
Use a third-party "status checker" website like Downdetector or Outage.Report. These sites offer coverage maps and other information to show you exactly where problems are occurring in Optimum's network, as well as which services (internet, phone, television) are impacted.
If you're specifically having trouble with Optimum's Altice Mobile network, also check for information about network outages at:SprintT-MobileAT&T
Altice Mobile uses these networks for parts of its coverage offerings; if they are experiencing problems that could be why you are, too.
What to Do When You Can't Get Connected to Optimum
Because Optimum offers different types of service, there are different things to try depending upon the specific problem you're experiencing. Try these tips to troubleshoot problems you think might be on your side.
Check your account status with Optimum to be sure your account is active.
Troubleshoot internet activity in the following ways:Are all your cables are plugged in?Is your Wi-Fi working properly?Could anything be blocking internet signals?Is your home electrical service working?
You might need to reset a router or an Altice One box, too, so don't forget to try both of those options.
If the problem is in viewing your TV shows, try rebooting your cable box.
The problem could be in the phone connected to the cable modem. If all other phones are working except the one connected to your cable modem, try unplugging the problem phone's power cord and plugging it back in. Then:Make sure all cables are properly connected between the phone and the cable modem.Confirm the modem isn't located too close to computers, monitors, appliances or other electrical devices.Try resetting your modem.
If you're experiencing missing channels, first verify that your TV and digital cable box are both powered on and then follow these missing channel troubleshooting steps.
Check the HDMI connections.
Check your smart TV's Wi-Fi connection.
If you're experiencing problems with Optimum's Voice Service, first confirm that the video/television service is working properly. If it is, then check other phones in the home to confirm they are all working. If it's just one phone, then you'll need to narrow things down further. For example:If it's a cordless phone, is it fully charged?Is the telephone cord properly connected to the jack?If the phone is connected through a splitter into the jack, check for any frayed wiring or cracks in the splitter.
If you're having trouble with Optimum's Altice Mobile network, restart your Android device or restart your iPhone. If that doesn't solve the problem, check the following :Confirm your phone is not in Airplane mode.Enable your Wi-Fi call setting. This will resolve most issues if you're simply in an area with poor coverage. You can use Wi-Fi calling on Android phones or make Wi-Fi calls from an iPhone, too.Turn Data Roaming off and back on in case your phone has moved between networks and somehow got hung up. Note: This could result in additional charges.
If you've tried all these things and nothing is working, contact Optimum customer service.