Internet service provider failed to comply with New York’s $15 broadband law—until Ars got involved

When New York's law requiring $15 or $20 broadband plans for people with low incomes took effect, Optimum customer William O'Brien tried to sign up for the cheap Internet service. Since O'Brien is in the Supplemental Nutrition Assistance Program, he qualifies for one of the affordable plans that Internet service providers must offer New Yorkers who meet income eligibility requirements. Despite qualifying for a low-income plan under the law's criteria, O'Brien's request was denied by Optimum. He reached out to Ars, just like many other people who have read our articles about bad telecom customer service. Usually, these problems are fixed quickly after we reach out to an Internet provider's public relations department on the customer's behalf. That seemed to be the way it was going, as Optimum's PR team admitted the mistake and told us that a customer relations specialist would reach out to O'Brien and get him on the right plan. But O'Brien was rejected again after that.