Optimum customers in the Metro New York area experienced a significant service outage that began around 8 pm (local time) on Monday. Thousands of users reported issues with their internet connection, particularly struggling to connect to Wi-Fi. According to DownDetector.com, over 9,700 users reported service disruptions by 9 pm, with a majority—56%—experiencing issues with landline internet.
Additionally, around 25% of customers reported a total blackout, a noticeable increase from the initial 18% of users affected earlier in the evening.By 10:50 pm, the number of users reporting outages had dropped to just over 1,400.
Customer service wait times were also affected, with calls to Optimum reporting average wait times of around 35 minutes. However, some customers reported being on hold for over an hour without resolution.
At approximately 9:45 pm., Optimum’s official support account, @OptimumHelp, addressed the situation on X (formerly Twitter): “We are aware of an outage causing a loss of all services. Efforts are underway to restore services, but an estimated time of repair isn’t available yet. We appreciate your patience as we work to resolve this issue as quickly as possible.”
Additionally, around 25% of customers reported a total blackout, a noticeable increase from the initial 18% of users affected earlier in the evening.By 10:50 pm, the number of users reporting outages had dropped to just over 1,400.
Customer service wait times were also affected, with calls to Optimum reporting average wait times of around 35 minutes. However, some customers reported being on hold for over an hour without resolution.
At approximately 9:45 pm., Optimum’s official support account, @OptimumHelp, addressed the situation on X (formerly Twitter): “We are aware of an outage causing a loss of all services. Efforts are underway to restore services, but an estimated time of repair isn’t available yet. We appreciate your patience as we work to resolve this issue as quickly as possible.”
The outage led to widespread frustration, with many taking to social media to express their dissatisfaction. One X user posted, “My TV and internet are out, and you’re telling me it’s a 45-minute hold AND the call center is closing. How about you fix my stuff?”
As of the latest updates, Optimum continues to work on restoring full service to affected areas.
Source : Times of India
