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Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

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    Customer Complaints Summary

    • 5,874 total complaints in the last 3 years.
    • 1,736 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had issues with internet since August 22nd. This is my second complaint. They came and said they fixed it but I am still experiencing the same issues. I work from home and it is preventing me from doing my job. Everytime I speak with them they say it all looks good on their side. It is not and I am definitely not getting the services I am paying for.

      Business Response

      Date: 10/01/2024

      Optimum spoke with the customer on September 11, 2024, regarding their service issues in response to the complaint. A service visit was completed on September 24, 2024, where the technician repaired the outside wiring to resolve the problem. On September 25, 2024 Optimum followed up with the customer, who confirmed that all services were working correctly. A credit was applied to their account for the verified service interruption. The customer has our direct contact information should any further assistance be required. 

    • Initial Complaint

      Date:09/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      On 8/21 i bought *************************************On 8/22 I called Optimum to set up internet and I asked for a new account.On or around 8/23 I received a call from my agent that Optimum had reached out to the seller/current account holder informing him that he had to transition his account to me to in order for me to have internet. I objected but was told this was the only way, I had to give personally identifiable information in an uncomfortable setting (i.e. my ssn with the person i just bought the house from) in order to take the account. Before I did this, I confirmed with the person transferring the account that I would be able to adjust the service because they refused to say on the line what the existing service consisted of.After the account was in my name I called sales immediately to have everything removed except internet.ALL I WANT IS FUNCTIONAL, UNINTERRUPTED INTERNET.Sales said that would be around $120/month and assured me that notes were next to my account that the hardware was not my responsibility.Around a week later I spoke to another sales *** who asked me to have fiber optic installed and said the promotion was $60/month so I said ok, BUT, BUT, BUT I DON'T WANT THE SERVICE TO GO INTERRUPTED UNTIL FIBER IS SET UP. They 100% agreed and an installation date was set.I received a reminder for my service and the option to change my installation date to 14sep from 8am - 11am. I accepted. I received around 5 text messages and 2 phone calls reminding me to be present that day - this is relevant b/c when Optimum showed up they looked around for 30seconds and said I cannot have fiber. On Monday 9/16 I spot to chat techs to update my user id, security questions, and payment options b/c sales had never updated those. Instead of helping, one of them closed my account and opened a new one.After 6hours on the phone a 4th sales said i had to be at the house on 9/18 at 8am for the stuff to be picked up or else I would be responsible. Optimum didn't show up

      Business Response

      Date: 09/24/2024

      Optimum spoke to the customer on September 24, 2024, and addressed the customers billing concerns in full. Interactions leading to the complaint have been reviewed and will be handled internally.  We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 company will turn off our internet after over charging by around 3 times the true amount that was due. When we called they said people were running a scam and they didn't receive payments, so they say the scammer got thef payments. We have paid every month and it always gets turned off. They expect people to keep paying for the service then they cut it off and say you ow more. Happens every month.

      Business Response

      Date: 09/24/2024

      Optimum spoke to the customer on September 24, ******** addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:09/17/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      9/14/24 I tried to cancel my service. Was continuously bombarded with other options to retain me as a customer. It is not the employees fault that I could not understand her, but after ***** minutes on the phone, my understanding was that my service was disconnected. I learned I was put on Seasonal. 9/17/24: I called back. Again about ***** minutes of trying to keep me, no matter how many times I explained that I no longer wanted their service. Again the *** trying to sell me on products, and put me on Seasonal. I finally made it to retention, and yet again, more questions about Seasonal and other options like faster speeds and mobile service. It should not be this difficult to disconnect service. I should not be required to explain myself, when I want to disconnect, as to why I am disconnecting, and having to keep saying, "NO, I do not want your service, or any other services from you." I understand it is research for the company, but if I decline to answer, they should not be able to badger me into answering their questions. I should be able to just cancel, and not provide reasons. Once I say NO, they need to stop asking.

      Business Response

      Date: 09/24/2024

      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.During the finding Optimum was able to confirm that customers Account was not disconnected on September ******* when they requested. The agent was retrained in regard to Optimum policies and procedures.

      Customer Answer

      Date: 09/25/2024

      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:09/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 made complaints for this company and every time. Nivelka motino has called each time very nasty I feel like iam being harrassed by this person I do not want to speak to this person she dose even try to help I would like to something to be done with this person .I would like a call back from you guys in action that would take.

      Business Response

      Date: 09/19/2024

      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.

      Customer Answer

      Date: 09/20/2024

      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 answered  the person reaching out to me is very nasty and unprofessional  and called me and told me the answer is still the same so how is that trying to solve I would like someone from your office to contact me 

      Sincerely,

      ****** *******




       

    • Initial Complaint

      Date:09/16/2024

      Type:Product Issues
      Status:
      Answered
      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 a Optimum bill for ****** which include a past balance of ****** that was paid on 9/9/24, On 9/10 there was another 3 payment withdrawal (******), (******) (******) that I didn't authorize, I called to get it resolved I was told 10 days for a refund, instead of the money being refunded back to my bank, it went towards a credit to my toward the bill, this issue has cause an overdraft in my account, I have call numerous times still nothing.

      Business Response

      Date: 09/27/2024

      Optimum spoke to the customer on September 17, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:09/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had the *** channel for years. Yesterday it disappeared with an ERR 22 code. O was on a chat for an hour without resolution. I just got a new cable box. This is an ongoing problem. I pay $220 a month for constant problems that the company is incapable of repairing. It is theft to charge for a service and not receive the full service. I want *** back and I want a refund for all the days I do not get the channel. Their on-line technicians are a waste of time. This company has a monopoly as it is the only choice I have for a cable company. They should be forced out of business with a more reliable panel of choices for cable service.

      Customer Answer

      Date: 09/17/2024

      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:09/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Internet has been consistently 40%+ packet loss, making it unusable. Issue arose in mid July, and has seen no fix by Optimum/Altice. They have been contacted by multiple people on multiple occasions, and have not fixed the issue. I would like this service repaired and a refund for July, August, and September, the months that this service was being billed but unusable.

      Business Response

      Date: 09/27/2024

      Optimum spoke to the customer on September 16, ******** confirmed that a service visit was completed on August 8, 2024, where the technician repaired the outside wiring to resolve the problem. On September *******, Optimum followed up with the customer, who confirmed that all services were working correctly. A credit was applied to their account for the verified service interruption. The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 10/11/2024

      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: 

      My account has not been credited for the requested and promised amount. 

      **** ****





       

      Business Response

      Date: 10/23/2024


      In response to the complaint, Optimum spoke to the customer on October 23, 2024, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.  

    • Initial Complaint

      Date:09/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 called to make an $80 payment and get an extension for the rest until the 20th. I authorized the agent ****** to take $80 off of my credit card. Instead he took $107.08 off of my card instead the $80 I authorized. This agent was deceitful and unprofessional by charging more than I authorized. He also told me that he could reverse the charges and I asked him to do so then he started lying stating that he could not do that.

      Business Response

      Date: 09/23/2024

      Optimum spoke with the customer on September 20th, 2024, regarding their concern about a poor interaction with an agent. the complaint. Optimum advised that all interactions between agents and customers are reviewed and handled internally for any coachable opportunities. Additionally, a credit was applied to the account for the poor experience. The customer has our direct contact information should any further assistance be required. 

    • Initial Complaint

      Date:09/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On Sept 11, 2024 I contacted Altice (Optimum) with the intentions of adding services back to my elderly fathers home. Upon speaking with the customer service representative, she informed me that in order to restart the services at the same price as his past promotion ($135.99), I would need to make an advanced payment of $135.99. Once the payment was processed, the customer service representative was having trouble reactivating his account so she transferred me to the customer retention department. The retention agent informed me that his bill moving forward would be over $180. At that moment I informed the retention agent that I would not wish to proceed with the reactivating based on the price and I expect a full refund. She informed me that it will take 5-7 days for the return to be processed. Today (Sept 14, 2024), I called to confirm that the refund has been processed and I was informed I was only being refunded $100.99 because Optimum was charging me $35 for a disconnection fee. The services were NEVER activated. I was given one price ($135.99) which I paid and 5 minutes later I was given another price (over $180) by the retention department which I refused to agree to and yet they feel it is okay to rob me based on the incompetence of their team members giving me misleading information. The customer service representative that I just spoke with informed me that she is requesting a full refund but it can take ***** days for them to respond. I want my refund immediately and I wish to have Altice and all of their subsidiaries investigated for their continued financial abuse and unethical business practices against their customers.

      Business Response

      Date: 09/27/2024

      Optimum attempted to reach the customer by phone on September 16, 2024, September 25, 2024, and September 27, 2024, but was unsuccessful. Upon review of the customers account,we would speak with the customer to see if their billing issue had been resolved. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

    Altice USA is NOT a BBB Accredited Business.

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