Service Restoration FAQ
Where can I get news and important information?
Download the News 12 mobile app for breaking news: News 12
And follow us on Social:
• Twitter: @OptimumHelp
• Facebook: Optimum
• Instagram: @Optimum
Where can I get more information to make sure I'm ready for a storm or outage?
For other more general Storm readiness resources, visit:
What should I do if my Optimum service is not working?
If your service is down, check Service Status, under Support at optimum.net to see if there is an outage. If it shows an outage, there's no need to contact us. If no outage is shown, please contact us so we can alert our technicians.
Will I lose my Optimum service if my power is out?
Without power to your business, your Optimum service will not work. Electrical power is needed to operate your Internet and TV, including power to devices in the business like cable modems, TVs, and cable boxes. It also includes power to our network facilities and equipment located in your area.
If the power is out, your local utility provider must first restore power to your business and the network serving your area before our technicians can begin their work.
If I have power, shouldn't my Optimum service work?
It's possible that you may have power in your business, but the network serving your area may be damaged or without power – preventing your service from working. Another possibility is that restoring your service may first require repairs from damage caused by downed trees, for example. There could even be connection issues between your home or business and the nearest utility pole.
Once the power is restored in my business, how can I get my service back up and running?
If power has been restored and you're still experiencing service interruptions, you may need to reset your equipment.
• Unplug your equipment (i.e., your modem or gateway)
• Wait 30 seconds
• Plug your equipment back into the power source
Can I install a backup battery for my Optimum modem or gateway?
During a power outage, it's strongly recommended that you have a battery backup so you can continue to have Optimum Voice service (if that is part of your package). During a power outage, keep your modem plugged into the outlet where the technician installed it. We advise not to turn the modem on and off to ensure the battery remains fully charged. Turning the modem on and off will degrade the capacity of the battery, reducing the time that the modem can operate in the event of a utility power outage.