optimum.com

I’ve been an Optimum Internet customer for years, and I’m genuinely disappointed by how the company

I’ve been an Optimum Internet customer for years, and I’m genuinely disappointed by how the company treats loyal, long-term customers compared to brand-new signups. Like many people, I’ve stayed with Optimum because I valued reliable service and assumed that loyalty would matter. But what I’m seeing now sends the opposite message: new customers are offered a $50 plan right out of the gate, while existing customers—who have paid month after month for years—are essentially told, “Too bad.”
What’s most frustrating isn’t just the price difference; it’s the lack of effort to keep the customers they already have. There’s no meaningful retention offer, no loyalty discount, and no willingness to meet current customers halfway. The message is clear: the best deals aren’t for the people who have supported the company over time—they’re for people who haven’t given them a dime yet. That feels backwards and frankly disrespectful.
This kind of pricing strategy creates resentment because it punishes loyalty. Long-term customers shouldn’t have to threaten to cancel, spend hours negotiating, or jump through hoops just to get a fair rate. If Optimum can provide a $50 plan to attract new business, then they can provide something comparable to the customers who helped build that business in the first place. Instead, they do nothing—and that’s exactly why I’m upset.
Optimum should rethink this approach. Rewarding loyalty isn’t just good customer service; it’s smart business. It builds trust, reduces churn, and shows customers they’re valued. Right now, Optimum’s actions say the opposite. And if nothing changes, they shouldn’t be surprised when long-time customers start looking elsewhere.

Date of experience: Feb 12, 2026