This week, I moved to a new home in the same town. The new place is a brand new property specifically wired during construction for Optimum services, including the "inward" phone jacks, and a port in the foyer closet for placing the router in a less-noticeable location.
My installation window was 11a-2p on 7/18, and the tech arrived at noon. Very nice guy, very knowledgeable (as an IT person myself, we talked a lot of tech, as he was taking part-time college courses for IT). I'd had the Scientific Atlanta box since 2007 which he swapped for the new Samsung unit, but he said I'm good with the TM822G as that's what he had in his van... plus I had 3 of the 24-hour Arris backup batteries. I also got the Sagemcom router as part of my moving promo along with 12 months of DVR.
TV service reloaded just fine, and the internet promptly came up to Ultra 60 speed (Ookla showed 68-69 Mbps consistently). Then came OV for which I have two lines. The tech was about to leave, but I had him wait as I checked the lines with my cell phone... and was promptly greeted with a not-in-service message, even though there were two lines active and dialing outbound. "That's not good," said the tech and we went back to the Arris. He checked both lines with *99 to see that I had been assigned two new numbers. He checked the work order on his tablet and saw that I indeed was supposed to have my phone numbers come with me. He told me to call 611 and check as it may be something they were still working on. The tech then left to install another apartment in the property.
Called 611 and learned that even though the numbers were in the work order, someone at Optimum neglected to file a NJ regulatory form for such a transfer (due to e911 requirements) which is not needed in NY or CT. The knowledgeable OV phone support tech verified the numbers in the work order were the correct ones to be transferred, and apologized for the confusion. He filed the form, forwarded it to the necessary Optimum department, and said it should take a day or two. Tuesday was furniture moving, and Wednesday was cleaning the old place, so I wasn't in need just yet, but by Wednesday night, the numbers had not yet been transferred. On Thursday 7/21, I called Optimum, and again got a knowledgeable person. He reviewed the situation and saw that the regulatory request had been approved (as it should have been since I was moving within the same town), but Optimum IT still had the ticket open. He said he could normally activate himself, but IT has the ticket open for a reason and he could really cause a delay if he tried. He sent an internal ticket to IT stating the transfer was approved and the customer had called. He said if it's not up Friday, call back. Friday 7/22, I saw the modem reboot without any prompt from me, so figured that was them resetting the phone lines. Once the 822G was back up, I tried *99 and sure enough, both of my numbers were back. About 5 minutes later, a tech from Optimum called to verify the numbers were in place.
While I probably shouldn't have had to wait that long, it was the only thing that went "wrong" with the move, and if that's the worst I had to deal with, I'll take it every time. Overall, I'll give them a B+.
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