Altice/Optimum Storm Update

November 17, 2020

11/17/2020

The Regional Operations Center sent out a notice that there are currently no pending outages in Somers due to storm activity.

11/2/2020

Altice Storm Announcement - Strong winds on Monday

The National Weather Service is predicting strong winds for New York, New Jersey and Connecticut. A wind advisory is in place Monday morning into the evening.

Strong winds: 20 to 35 mph with gusts of 40 to 55 mph are expected. Strong winds have the potential to cause power outages and network damage that could impact internet, TV and phone service. 

 

Optimum is monitoring the network and will report any impacts to the system. In the event our services are impacted, customers can visit My Account for service updates. They can also:

 

  1. Message Optimum at optimum.net/chat 
  2. Send Tweet to @Optimumhelp 
  3. Call us at (866) 950-3278 

 

In addition, customers can sign up to receive service alerts via text or voice message by going to My Account. Once they’re set up, they'll be notified directly when outages affect service. They'll get restoration timing and other updates until Optimum service is restored. 

 

Many of these resources, as well as storm preparation recommendations and frequently asked questions, are also available at https://www.optimum.net/pages/storm-preparedness.html

 

9/28/2020

Outage credits are available by request.

Altice’s comment regarding the September 4th outage:

       "All impacted customers should contact us to request credit for the Katonah fiber-break outage on September 4th. According to NYS regulatory law, customers have a 90-day window to request credit as of the outage date. Customers can either call or use our chat function at optimum.net to request credit. There will be no supplemental information needed aside from the date service was impacted and typical customer identifying details."

8/27/2020:
Altice/Optimum Pre-Storm Information:

In the event services are impacted, customers can visit MyAccount  for service updates. They can also:

 

  • Message Optimum at optimum.net/chat 
  • Send Tweet to @Optimumhelp 
  • Call us at (866) 950-3278 

 

In addition, residents can sign up to receive service alerts via text or voice message by going to MyAccount. Once they’re set up, we'll notify them directly when outages affect service. They'll get restoration timing and other updates until their Optimum service is restored. 

 

Many of these resources, as well as storm preparation recommendations and frequently asked questions, are also available at https://www.optimum.net/pages/storm-preparedness.html

8/24/2020:

Formal Complaint to the Public Service Commission from the Town of Somers for Loss of Cable and Internet Services

8/14/2020:

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.”

8/11/2020:

Altice/Optimum held a conference call with government officials Monday and this Tuesday. They reported Monday that 9% of their customers in the Hudson Valley remain without service. This equates to approximately 27,000 people. Today they reported that Somers has a total of 4,902 customers of which 169 are without service.  That is 169 customers too many eight days after a storm and the Town will continue to pursue Altice until all are restored.

They have crews working on restoration efforts, but gave no estimated time for restoration. Also reported was that Altice has over 1100 Nodes that transmit their data and 90 in Westchester are problematic with 40 of these off line. Altice did indicate that they will allow for claims to be submitted for credit if you had power, but no service from Optimum.

Customers may submit a request for a credit by completing the information at optimum.net/support/request-a-credit

The frustration with Altice/Optimum has reached unprecedented levels, and their lack of communication and storm response has been alarming. Given the current environment where many depend on internet access for their livelihood, this type of service is not acceptable. The Town will be establishing a Telecommunications Task Force and will continue to work with other government officials and the Public Service Commission to determine what our best recourse is moving forward.

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