Consumer guide · Internet & TV

How to get an Optimum credit for an outage

Follow the steps yourself for free. Sam isn't open to the public yet — join the waitlist and we'll invite you when a spot opens.

1. Outages over 4 hours earn a full credit

Optimum's billing page says that if a cable-related outage lasts more than four consecutive hours, you'll receive full credit on your bill for the time lost — provided you contact Optimum within 30 days of the outage.

Highlighted excerpt from Optimum's page for: 1. Outages over 4 hours earn a full credit
Optimum, "Payment, Billing and Service Information" (highlight added) · Captured October 18, 2026 · View source

2. Billing error? Put it in writing within 30 days

Optimum says billing errors must be reported within 30 days, in writing, to the Customer Support address on your bill. It says it will investigate and reply within 10 days, and that you should pay the undisputed portion to avoid interruption.

Highlighted excerpt from Optimum's page for: 2. Billing error? Put it in writing within 30 days
Optimum, "Payment, Billing and Service Information" (highlight added) · Captured October 18, 2026 · View source

Screenshots captured October 18, 2026. Not affiliated with Optimum.