How to cancel Optimum Internet

To cancel Optimum Internet, call Optimum customer service at 1-866-200-9788 and tell them you want to disconnect your account. Have your account number ready — you can find it on your bill or in the My Optimum app. The representative will confirm your service address, discuss any early termination fees you may owe, and schedule a final billing date. Most cancellations take effect within 7 to 10 business days.

You cannot cancel online through the Optimum website or app. The company requires a phone call to process the disconnection, partly to confirm your identity and partly to try to retain you with a retention offer. If you reach retention first, you can still say no — ask to be transferred to the cancellation team if they will not process your request.

Optimum will mail you a final bill after your service ends. If you have a modem or router rented from Optimum, the company will either pick it up or send you a prepaid shipping label. Return the equipment within 30 days to avoid a non-return fee, which is typically $100 to $150 depending on the device.

Key Takeaways

  • Call 1-866-200-9788 to cancel; online cancellation is not available.
  • Have your account number from your bill or the My Optimum app ready before you call.
  • Ask about early termination fees before you confirm the cancellation, as they can range from $0 to several hundred dollars depending on your contract.
  • Return any rented equipment within 30 days or you will be charged a non-return fee.
  • Your service will disconnect within 7 to 10 business days, and you will receive a final bill by mail.

Check your contract for early termination fees

Before you call to cancel, look at your Optimum bill or log into the My Optimum app and find your contract end date. If you are cancelling before that date, you will owe an early termination fee. This fee varies — some contracts have no penalty, while others charge $100 to $300 or more depending on how much time is left on your agreement.

Ask the representative for the exact amount before you confirm the cancellation. If the fee is high and you are not in a rush to leave, you can ask when your contract ends and plan to cancel after that date instead. Some people choose to keep the service running for a few more months rather than pay the penalty.

If you are moving and Optimum cannot serve your new address, the company may waive the early termination fee. Mention this when you call if it applies to your situation.

What happens to your equipment

Optimum provides a modem and router as part of most internet plans. When you cancel, you must return this equipment. The company will either arrange a pickup at your home or send you a prepaid shipping label by mail. Check which option applies to your account when you call to cancel.

If you choose to ship the equipment back, pack it securely and drop it off at a carrier location or schedule a pickup. Keep the tracking number until Optimum confirms receipt. If you do not return the equipment within 30 days of your service end date, Optimum will charge you a non-return fee — typically $100 to $150 for the modem and router combined.

If you own your own modem and router instead of renting Optimum's equipment, you do not need to return anything. You can continue using your own devices with another internet provider.

Timing your cancellation to avoid overlap

Optimum bills in advance, meaning you pay for service you have not yet used. If you cancel mid-month, you will lose the unused portion of your payment — Optimum does not refund prorated amounts. To avoid wasting money, try to cancel on or just after your billing date so you use the full month you paid for.

Check your bill to see when your next billing cycle starts. If it is in a few days, you might wait until after that date to call and cancel. This way you will not lose a partial month's payment.

The cancellation itself takes 7 to 10 business days to process, so your service will not stop when ready when you call. Plan accordingly if you need internet during that window — you may want to arrange a new provider before you disconnect from Optimum.

Switching to a different internet provider

If you are cancelling Optimum to switch to another provider, contact your new provider first to confirm they serve your address and to schedule an installation date. Many providers can install service within a few days, but some take longer. Once you have a confirmed start date with the new provider, call Optimum and schedule your cancellation for the same day or the day after.

This overlap of one day prevents a gap where you have no internet. If your new provider's installation is delayed, you can always call Optimum back and ask to reactivate your service — though this may incur a reconnection fee.

Some areas have limited internet options. If Optimum is your only choice or if switching is not practical, you might contact Optimum's retention team to negotiate a lower rate before you cancel. Retention representatives sometimes offer discounts or promotional pricing to keep customers.

What to do if you cannot reach customer service

Optimum's phone lines can have long wait times, especially during business hours. Call early in the morning or late in the afternoon to reach a representative faster. If you have trouble reaching someone by phone, you can also try contacting Optimum through their website chat feature or by visiting a local Optimum store in person.

Keep a record of when you called, who you spoke with, and what they told you about your cancellation. If your service does not disconnect on the promised date or if you are charged unexpectedly, this record will help you dispute the charge with Optimum or your credit card company.

Frequently Asked Questions

Can I cancel Optimum online?

No. Optimum requires you to cancel by phone at 1-866-200-9788. The company does not offer online cancellation through its website or app. You must speak with a representative to process the disconnection.

Will I get a refund if I cancel mid-month?

No. Optimum bills in advance and does not refund unused portions of your monthly payment. To avoid losing money, cancel on or just after your billing date so you use the full month you paid for.

What if I owe money on my Optimum account?

You will need to pay any outstanding balance before or at the time of cancellation. The representative will tell you the amount owed. You can pay by credit card, debit card, or bank account over the phone, or you can pay online through the My Optimum app before you call to cancel.

How long does it take for Optimum to disconnect my service?

Optimum typically disconnects service within 7 to 10 business days after you call to cancel. Your internet will not stop when ready. If you need service to continue during this window, arrange a new provider before you call Optimum.

What if I want to cancel but keep my phone or TV service?

You can cancel internet while keeping other services. Tell the representative that you want to disconnect only internet. They will adjust your bill to remove the internet charges and keep your phone or TV active if you choose.