Optimum vs. Metronet Internet Providers Compared

Optimum features good speeds but poor customer satisfaction scores

Optimum is a major national cable internet provider. Most of Optimum’s 4.4 million subscribers receive cable internet service [7]. But the ISP is also adding some all-fiber connections in select markets--most prominently in the Northeast [8]. Optimum is the internet brand name of Altice USA, which rebranded the company formerly called Suddenlink into the Optimum brand in 2022 [1]. Altice/Optimum is the 6th-largest ISP in the nation [2]. Optimum seems to check off all the right boxes for many of its offerings. You will have no data caps and no required contracts with Optimum internet plans. You will also get free equipment rental included with your monthly plan price. And Optimum’s prices are good (at least while the promotions last). So why are Optimum’s national customer satisfaction scores so low? We’ll check into that as we give you an overview of what to expect from an Optimum internet connection.

Good initial prices followed by price hikes

Cable internet is the chief type of connection that Optimum provides its customers. Because of improvements to cable internet technology, you can get gigabit download speeds from many cable internet companies like Optimum. You just won’t get the same upload speeds from cable as you will from an all-fiber connection [3]. Whether you get the usual cable service or all-fiber, you will get good prices from Optimum, and, on select plans, those prices will be locked for 5 years (as of January 2026) [9]. Here’s an example. You’ll pay $40/month for Optimum’s first-tier plan, which is up to 300. That is a good price for these speeds. The catch is that after the promotional period ends, standard prices will apply, which will increase your bill. That may be why Optimum is seeing year-over-year declines in its cable customers [4]. The price hikes may be pushing people to other options at the end of their promotional period.

Metronet's prices start competitively with gradual increases and transparent rate structures Metronet offers fiber internet plans ranging from 500 Mbps to 2 Gbps, with promotional pricing that increases in stages rather than dramatic jumps after the first year [6]. With the entry-level plan, you’re paying roughly $0.09 per Mbps, which is a good competitive rate. Plans also include optional price locks that guarantee rates for up to 24 months. Current Metronet pricing:

• 500 Mbps: $44.95/mo for 12 months without price lock, or $60/mo with 24-month price lock
• 1 Gig: $49.95/mo for 12 months, $59.95/mo (month 13), $69.95/mo (month 25), then $89.95/mo regular rate; or $70/mo with 24-month price lock
• 2 Gig: $69.95/mo for 12 months, increasing to $119.95/mo regular rate; or $80/mo with price lock

Mandatory and optional fees: All plans include a mandatory $12.95/mo TechAssure fee that covers service calls, technician visits, and all repairs to Metronet-owned equipment and wiring both inside and outside your home. While this adds to the monthly cost, it eliminates surprise charges for technical support or equipment fixes. Installation typically costs $75, but is frequently waived during promotional periods [7]. New customers often receive the first month of service free. Metronet does not charge equipment rental fees, with an eero Pro 6E wireless router included with all plans up to 2 Gig at no additional cost. Customers must return equipment upon cancellation or face a non-return fee of up to $150. Optional add-ons: WholeHome WiFi powered by eero mesh network technology costs $9.95/mo and extends coverage throughout larger homes. The eeroPlus premium service — which includes ad blocking, parental controls, and additional security features — is available for $1/mo for the first six months with 2 Gig purchase (normally $9/mo). Metronet also offers a $25 account credit when customers enroll in ACH autopay. Unlike many internet providers, Metronet has no contracts, no data caps, and no early termination fees.

Cable and fiber both provide fast download speeds, but cable's upload speeds are slower

With hybrid fiber-coaxial (HFC) technology, Optimum gives its cable customers gigabit download speeds but much slower upload speeds. That’s typical for cable internet service. Optimum is comparable to other major cable internet providers such as Spectrum and Xfinity, offering upload speeds at a maximum of around 35-50 Mbps. Optimum differs from the cable internet competition because it is also launching into the all-fiber internet market. As of November 2025, Optimum has over 3 million fiber passings and continues to expand [10]. Fiber internet’s most striking advantage over cable internet is its symmetrical upload and download speeds. This is a game-changer for online gaming, videoconferencing, and large homes with multiple devices. When Altice merged Suddenlink into the Optimum brand, the company had two distinct “footprints” from where the former Optimum and Suddenlink coverage had existed. Suddenlink’s coverage area had been primarily in the South and West. Optimum was strong in the Northeast, and particularly in the tri-state area of New York, New Jersey, and Connecticut. Now, the fiber buildout is fastest in that tristate area [1]. Your chances of getting fiber internet from Optimum is better if you live in the tri-state area.

All-fiber technology delivers consistently fast symmetrical speeds Metronet's 100% fiber-optic network provides a significant performance advantage over cable and DSL connections. The company earned PCMag's "Fastest ISP in the United States" designation for both 2023 and 2024, reflecting independently verified speed test results. Fiber advantages Because Metronet runs fiber directly to customer homes without using coaxial cable or copper phone lines for the final connection, customers receive dedicated bandwidth that isn't shared with neighbors. This gives symmetrical speeds where upload performance equals download speed, which is a critical feature for remote work, video conferencing, content creation, live streaming, and uploading large files to cloud storage. Real-world speed tests from Metronet customers consistently show performance that meets or exceeds advertised rates. Users report receiving 520-540 Mbps on 500 Mbps plans and over 900 Mbps on 1 Gig plans. Symmetrical speeds mean a 1 Gig plan provides 1,000 Mbps upload alongside 1,000 Mbps download, while cable internet typically offers only 30-35 Mbps upload even on gigabit download plans. Fiber connections maintain consistent performance during peak usage hours when cable networks often experience slowdowns from neighborhood congestion. The technology also remains unaffected by weather conditions that can disrupt satellite or fixed wireless services. Additionally, fiber-optic cables are significantly more difficult to tap or intercept than traditional copper wiring, providing better security advantages. Future-ready infrastructure As emerging technologies like augmented reality (AR), virtual reality (VR), and AI-powered applications demand greater bandwidth, Metronet's fiber infrastructure can accommodate these needs. Metronet reports 99.9% uptime reliability across its network. Customer reviews highlight strong consistency, with users noting reliable performance for demanding applications including competitive gaming (ping under 15ms), 4K streaming on multiple devices, and professional video conferencing.

No equipment rental fees, free installation with Optimum plans

Optimum will provide you with a WiFi 6E gateway as a part of your monthly plan fee, with no extra rental charge [9]. If you would rather use your own modem and router, Optimum will allow it. Just be sure to check for compatibility with their specs. Standard installation is free with most Optimum plans.

Free router included with most plans, straightforward installation process Metronet includes a free eero Pro 6E wireless router with all internet plans up to 2 Gig at no monthly rental charge. This eliminates the equipment fees that many ISPs charge, though customers have to return the router when canceling service or face a non-return equipment fee of up to $150. The included eero Pro 6E is a WiFi 6E router that provides strong wireless coverage for most homes. Customers can optionally add Metronet's WholeHome WiFi service ($9.95/mo), which uses eero mesh networking technology to create a smart mesh network that eliminates dead zones in larger homes [8]. The mesh system automatically routes devices to the strongest signal and hands off connections as you move through your house. Tech-savvy customers on any plan can opt to use their own router instead of the provided eero. Installation Standard professional installation costs $75, though this fee is frequently waived during promotional periods. The installation process typically takes a few hours and requires an adult 18 or older to be present. Installation timelines vary, with some customers reporting quick turnaround within days, while others in new buildout areas may wait 2-4 weeks depending on infrastructure readiness [9]. The technician will run fiber directly to your home, install the optical network terminal (ONT), connect the WiFi router, and test the connection.  Metronet's mandatory TechAssure fee ($12.95/mo) covers all future service calls, equipment repairs, and technical support at no additional charge. This means if your router fails, your connection experiences issues, or you need a technician visit, there are no surprise charges — the monthly fee covers these services.

Optimum customer satisfaction: the big question mark

With so many seemingly good points to its service and pricing, why has Optimum’s customer satisfaction scored significantly below average according to J.D. Power? [6] A sampling of online user reviews suggests two major complaints. The first is outages and failure of technical response. The second is a more general dissatisfaction with the phone system: being transferred to different departments and receiving contradictory responses from different phone reps when trying to resolve billing issues. Because this is a fairly even distribution of complaints, it’s likely that Optimum is not responding quickly enough to customer concerns, whether they are technical or billing-related. We can’t know the reason for this dysfunction. Often, these kinds of responsiveness issues happen when companies are understaffed or have high staff turnover in their customer service. But until Optimum improves its ratings, we have to give it only 3 stars for customer satisfaction.  

Metronet earns above-average ratings with strong marks for speed and reliability Metronet does not appear in major national customer satisfaction surveys like J.D. Power or the American Customer Satisfaction Index due to its regional footprint. However, multiple independent surveys and review platforms provide insight into customer experiences. According to CableTV.com's Internet Customer Satisfaction Survey, 77% of respondents reported being fully or highly satisfied with Metronet's internet service, placing the company sixth overall among ISPs [10]. Customer satisfaction with specific aspects showed 79% approval for internet speed and 79% for reliability — scores that trailed top performers like Google Fiber and Verizon Fios by only a small margin while significantly outperforming cable providers. Metronet offers multiple support channels including 24/7 phone lines, live chat, text messaging to customer support numbers, website FAQs, and video tutorials [11]. What customers say Customer reviews consistently praise installation technicians as friendly, professional, and thorough [12]. If additional fiber construction is needed in your neighborhood, timelines may extend, but Metronet provides updates throughout the process. Reviews consistently highlight fast symmetrical speeds, reliable fiber performance, and professional installation technicians who are thorough and courteous. Many customers report smooth streaming on multiple devices, excellent gaming performance with low latency (under 15ms ping), and the ability to video conference while others in the household stream 4K content. The lack of data caps and contracts receives positive mentions, as does pricing that remains more stable than cable competitors after promotional periods. Installation delays do frustrate some customers, particularly in newly expanding markets where infrastructure work causes rescheduled appointments. The mandatory $12.95/mo TechAssure fee, while comprehensive in coverage, annoys customers who view it as a hidden charge not clearly disclosed upfront [13]. Some customers report occasional service outages, though experiences vary significantly by market. Response times for customer service receive mixed reviews. Some customers praise quick resolution of issues in under 10 minutes, while others report long wait times and difficulty reaching representatives during outages. Customer service satisfaction scored 72% in CableTV.com's survey, which is lower than technical performance ratings but still competitive for the industry. Overall assessment Fiber internet providers generally achieve higher customer satisfaction than cable or DSL competitors because the technology is newer, more reliable, and less prone to congestion-related slowdowns [14]. Metronet follows this pattern — customers who experience smooth installation and service typically express high satisfaction with performance. The company's generally transparent pricing structure and lack of data caps contribute to positive experiences, though communication about fees and installation timelines could improve based on customer feedback.