Complaints

This profile includes complaints for Altice USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Altice USA

  1 Ct Square W Long Island City, NY 11101

• 

  Altice USA

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  2137 Hamilton Ave. Trenton, NJ 08619

• 

  Optimum

  28 Cross St Ste 1 Norwalk, CT 06851

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Put a noise trap on my phone tv internet service did not tell us we was without service for days finally sent a tech out he said he could not remove it so he put in work order again to remove it still has not been done me and husband has serious health issues need our phone service they say they will come out but they lie last time we went 40 days without service this company needs something done to them want to file complaint because the way they treat customers

  Business Response

  Date: 10/10/2024

  Optimum attempted to reach the customer by phone on 9/29/24, 10/6/24, and 10/7/24 but was unsuccessful. Upon review of the customer’s account, we found tree branches laying on electrical wires were preventing our technicians from safely completing the work needed to restore service.  Optimum will complete this work once the tree branches have been safely cleared and the area deemed safe.  Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:09/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had for the past eight years I have had three services, a landline, cableTV, and Internet.I paid $186 per month for all three of these services. I have paid this amount for the past 7 years, over the course of the last year ever since optimum took over, I have had nothing but problems with trying to keep my same bundle pack that I've had with Suddenlink all these years. you have repeatedly messed with my account made my cable TV disappear for no apparent reason, made my phone service disappear this past month, and have not provided me with one gigabyte of **************** since I've been paying for the one gigabyte. I generally range right around 600 to 800 MBS..I want my services all three services at the same cost that I have always had them at and I want you to leave my account alone and quit removing my services. you have continually price gouged me on these three services that I had a set price for for the past seven years. It wasn't until this past year that all of a sudden you guys are price gouging me for the services and I want it to stop. I am not happy with your company and I'm not happy with the performance of things the way they've been going.

  Business Response

  Date: 10/08/2024

  Optimum attempted to
  reach the customer by phone on September 30, 2024, October 4, 2024, and October
  8, 2024, but was unsuccessful. Upon reviewing the customer’s account, we would
  need to speak with them to discuss their billing concerns further. Optimum has
  provided the customer with our direct contact information by voicemail and
  email should they require further assistance.

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  I received one call from you and it was an automated assistant. I tried to press the numbers to get a hold of a live agent and was unsuccessful at doing so so this is not my problem. This is your problem and you need to contact me. there was only one phone call made by your company, one only and it was an automated assistant That would not accept my pressing the buttons to get to a live person.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ******* *****
  
   
  
  
  
  
  
   
  

  Business Response

  Date: 10/10/2024

  Optimum spoke to the customer on October 10, 2024, and
  addressed the customer’s billing concerns in full. We remain available should
  the customer require any further assistance.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to file a complaint sooner but I wanted to give them time to do the right thing. I called to cancel my service on I belive 10/15/2023 after having many issues with them over the years such as selling me upgraded services without telling me that my current hardware (that they supplied as I rented it from them) did not support the upgraded services for months after I started paying for it until I physically took the hardware in since phone tech support wasn't helpful. I called to cancel and let them know that I already had other service and wanted to cancel before my next bill was due on the 17th of that month. They said my billing cycle wasn't that day and started on the 1st of each month so I agreed to pay a pro-rated amount from the 1st to that day, and while they agreed to cancel they refused to do so until after the month ended so they could charge me the full month instead of pro-rated. At this time they were going under the name Optimum, but I had signed up with Suddenlink and had been with *** before them. I can pull phone records to prove the exact time and date I called to cancel and their phone records will show I never agreed to pay the full month of cancellation and there should not be any additional fees.

  Business Response

  Date: 10/08/2024

  Optimum spoke to the customer on October 8th and addressed
  the customer’s concerns regarding the disconnect policy. We remain available via
  the contact information provided should the customer require any further
  assistance.

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The company I originally signed up with allowed cancellation at anytime as it was not a contract, but monthly commitment.  Sometime after they were bought out by Optimum they apparently changed this policy and hid it in the 2nd page of the bill stating that if we pay our bill we agree to the changes to the policy.  My billing premium never changed so there was no reason to read every bill statement's second page of fine print.  Also, they stated that they bill in advance of the next month. I requested to be disconnected on Nov 14th and they refused to disconnect until the end of the month so they could charge me in full.  I had already stopped using their services and disconnected all equipment by the 14th of November.  
  
  If as they stated "You are billed each month in advance for the next month's services, and cancellations are effective on the last day of the then-current billing cycle." If i was billed in advance of the next month's services, then I shouldn't owe anything because I paid my bill in October which would have covered November.  This is just another way for them to defraud consumers and there are many others who had this happen to them as well in my area.
  

  
  

  
  
  Sincerely,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/19/2024

  Optimum attempted to
  reach the customer by phone on October 16, 18, and 19, 2024, but was unsuccessful.
  Upon review of the customer’s account, a prorated credit would not be
  applicable. Optimum has provided the customer with our direct contact
  information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:09/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father had a monthly subscription for cable at his former residence. My father is now in *******. We have made multiple attempts to cancel this service and have turned int the equipment on 7/19/2024 yet he is still being billed monthly.

  Business Response

  Date: 10/09/2024

  Optimum spoke to the
  customer on September 27, 2024, and addressed the customer’s billing concerns
  in full. We remain available should the customer require any further
  assistance.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get Optimum Online to fix my internet issue. It slowed down and starting dropping my internet and wifi calls about 3 months ago. I requested a tech to come fix the problem but they never seems to be able to fix the problem. They sent someone out to fix the outside wires but the issue got worse not better. I called to complain again today and I was on the phone for more than 30 minutes without a resolution. I work from home and this has been interfering with my work day. I can't keep rebooting my modem to get the same result. How can we get this resolved? Why is this company allowed to provide poor services with high prices and no consequences?

  Business Response

  Date: 10/08/2024

  Optimum spoke with the customer on September 27th regarding the slow speeds in response to the complaint. A service visit was completed on October 5th, where the technician repaired the wiring to resolve the problem. On October 5th, Optimum followed up with the customer, who confirmed that all services were working correctly. The customer has our direct contact information should any further assistance be required. 

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********** *********
  
  
  
   
  
  

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a senior citizen, and I receive a fixed income. I have been with Optimum for about 12 or more years. I continue each month to receive inconsistent bills. Each month they vary with no explanation as to why its increasing. Optimum do not send any notification as to any changes you just receive a bill and its increased. I called in August 2024 they stated that my bill would be ******. May, June and July 2024 it was ****** or 89 cents. Then in February, March and April 2024, they charged me ******. In none of these months have there been any changes. They told me being that I am a senior citizen my bill will be ******, I now received September 2024 bill and no changes did not order anything and the bill is now ******. The customer representatives they just tell you any explanation some that make no sense at all, so you have to question what they are telling you. It's to the point that I get scared to get the bill because I don't know what's it going to be from one month to another. You request to speak to a supervisor, and you are then put on hold for hours or they hang up on you.

  Business Response

  Date: 10/01/2024

  Optimum spoke to the customer on October 1st, 2024, and addressed the customers billing concerns in full. We remain available via the contact information provided should the customer require any further assistance.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about the fourth complaint I have made and have not heard any thing from you I do not wish to talk to altuce nevalka motino like I Said she is not professional and very nasty I would like this issue to be handled and would like to speak to someone in your office I sometimes can not pick up phone during day I work in a hospital and it is difficult so if you can email me or leave number to call back thank you

  Business Response

  Date: 10/04/2024

  Optimum’s attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order new optium servoce effective 8/15/24 *** optimum has added someone elses past due balnce to my account. Repeated phone calls totaing over 40 hours, being told over *** over that they have no idea how this happend, but worse they cannot tale it off. They have now shut off my servoce becaise i have refused to pay someone elses past due balance. All they have done is pass me from departmnet to department with each person spending ***** minites understanding the issue then saying they cannot help. They are trying to EXTORT me to pay some one elses balance, which by the way is not even correct in and of itself. When installers came to my house and installed my servixe, they took the cable boxes of the prior account holder when they left. They are now demanding i pay for them. Are they crazy??? I do not owe them anything *** they are now threatening me with collections calls during work jeopardizing my employment. I need help in resolve what appears to be on its surface very simple, billing error on optimum part yet has turned into a mountain that I cannot overcome without your help. They are goimg to caise me to lose my job and worse, damage my credit whoch i have spent years building up. I have aslo paid 100s of dollars to atore rhings om the *** only to see them mess up the transfer *** offer me mo compensation, in essence billed me for a srvice for years thwy did not provide. Warm regards And begging for help,****** ******* ************

  Business Response

  Date: 10/08/2024

  Optimum spoke to the customer on October 8th and addressed
  the customer’s billing concerns in full. A credit was applied to their account
  for the verified billing concerns. We remain available via the contact information
  provided should the customer require any further assistance.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently signed up with Optimum internet service and have been having trouble ever since day one. Ive called multiple times for the same issue and a technician came out to address the problem. After arriving the technician tells me the problem is my device which was my computer at the time but, it was also our phones and yet he changed my modem for a so called more powerful one. Then I was charged for the technician coming out but was waived after contacting customer support. Shortly after not even a couple of days, the same problem persists. Ive contacted optimum multiple times and they all do the same thing which is restart my system remotely and then the problem returns. I have connected my computer wirelessly and with Ethernet cable and it does the same exact thing. Im connected without being able to access any dns addresses. I have gotten so frustrated that I just stopped contacting optimum due to having the same script and services to fix the problem. What am I EXACTLY paying for? Service that is non consistent and always going out? I would like this problem resolved and some type of compensation for not having complete full access and/or functionality of my service in which I am being charged for monthly.

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im charged monthly for cellular service. I dont have it. I have called the administrative office ( a week ago)I was assured by the man that he would call me back once he looked into it He has not done so. I have called about the issue several times and I have been told different things. This is the most ridiculous company I have ever worked with

  Business Response

  Date: 09/25/2024

  Optimums attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.