Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

5,877 total complaints in the last 3 years.
1,740 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.

Initial Complaint
Date:09/11/2024
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.
Two days ago Opitmum emailed they upgraded the internet service and for $10.00 more a month I can get this service. Coincid*** my internet is hav*** interruptions , Ive never had problems before two days ago and I am loos*** my **nnection to the internet. This is directly related to try *** to get customers to pay more by down grad*** exist*** **nnections. I did not have issues prior to this opportunity to upgrade for more money. This ** is very expensive and poorly managed and greedy
Business Response
Date: 09/23/2024
Optimum spoke with the customer on September 23, 2024, regarding their service issues in response to the complaint. Optimum offered to schedule a service visit and the customer refused. ******************** would need to schedule a service visit to repair the customers intermittent Internet issue. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok
Not great
Sincerely,

**** *****
Initial Complaint
Date:09/10/2024
Type:Sales and Advertising 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 in involved in a fire contacted optimum to tell them cancel service because I'm no longer their all this happened in June got into a new place in July and they came out and hooked up service never said anything about a past due balance and now they turned my service off because they said I had a past due balance they would have never switched my service if I was 2 months behind
Business Response
Date: 09/23/2024
In response to the complaint, Optimum attempted to reach the customer on September 11, 2024, regarding the complaint but was unsuccessful. Optimum found that the customer called and reported was in a fire and has applied a credit for the balance transferred from the old account. The customer has our direct contact information should further assistance be required.
Initial Complaint
Date:09/10/2024
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.
Feb 22nd I called to disconnect service, same day ******* took Optimum equipment down and put ******* equipment up.Optimum asked for a new credit card to close the account,I gave it to them and thousands were charged on my card.I never use that card so it had to be Optimum employee,I haven't used the card any where else.It took months for Amex charges to be investigated and I was not responsible for the charges.In the meantime Optimum keeps charging me for service that I don't have come to find out a few months later.They never sent a notice to the house or a bill to make me aware.Nothing until months later, one bill for over 600 dollars,I called them letting them know I canceled.They refused to let me speak to a supervisor or anyone in cancelation department without paying over 600.Once I paid I was aloud to speak to someone.I let them know that I will dispute the charge up front because I never had service for the past few months.Once I paid they only tried to sell me stuff,I was not aloud still to speak to supervisor. .They should have sent notices so I would know something was wrong, and why would they keep service on after I turned off and switched to *******.Now Im being billed over **************************************************** a response to an email I had sent.How would I know this without *************************** emailing me.What is legal about this ..no notices in the mail,nothing.ILLEGAL I tried to explain the whole situation and his looking into it was sending me an email that states I now owe over 900.So they just keep billing and billing even though I use *******.I am also reading so many complaints about this company, they need to be investigated I did request to have Arbitration in this matter and have not heard back. its illegal not to send any type of notices to my address.I also Canceled and switched to *******.I paid ******* for service.Please they need to be investigated,Im one of many, there are so many groups that have complaints
Business Response
Date: 09/10/2024
Optimum was able to contact the customer by e-mail on September 10th, 2024, regarding their billing issue in response to the complaint. Optimum explained the customer's billing history to them and that the balance is a valid service balance. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 09/11/2024
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:

There response is sending me a bill.
I asked them to go back in the calls recorded on 2/22 the day it was canceled.Its also documented in this response that they were given a new credit card on that day so there is a cancelation phone call.I was on autopay, this proves on 2/22 there was a call made because I was asked for a new card for cancelation.This is when an employees stole my credit card info and did not process the cancelation.As of 2/22 its also documented by ******* they were at my home and took down Optimum equipment and installed *******s equipment.
*********************

Business Response
Date: 09/11/2024
Optimum was able to contact the customer by e-mail on September 11th, 2024, regarding their billing issue in response to the complaint. Optimum explained the customer's billing history to them and that the balance is a valid service balance. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 09/16/2024
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:
they are just sending me a bill.
They are claiming that I never canceled on 2/22 .I did. They can't explain how they got my credit card on 2/22. There is only one explanation its that I called to cancel.
2/22 theres a charge on my credit card.Because I called and gave them that card number.
That card number was stolen same day .
Optimum is the only people that had that number from that day
******* disconnected optimum equipment 2/22.
They know there was no cignal to my home.
2/22 ******* hooked up there equipment and I have been paying ******* ever since.

*********************
Initial Complaint
Date:09/09/2024
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.
Called optimum to change my internet plan on 8/16/24. Was given a quote for internet only service and then told I could get a free phone including mobile service. I was reluctant about phone but reassured it was free. I reluctantly agreed to phone and received it in 8/24/24. I also received a preliminary bill which showed a recurring phone service rate. I immediately called optimum mobile on 8/26/24 to cancel the transaction 2 days after receiving the phone and mailed phone back on that date. I was told plan was cancelled and there would be no charges. I am now being charged ***** on my credit card for almost a full month of service. I called optimum mobile to request refund but was denied.
Business Response
Date: 09/23/2024
Optimum spoke to the customer on September 23, 2024, and addressed the customers ********************** billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 09/23/2024
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:09/08/2024
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 would like to file a complaint about Optimum ******************************** 'scheduled' tech ************* treatment of my 93 yr old dad. Last scheduled appt, at end time window tech was a no show. Due to hearing issues I could not call, so chatted with Optimum to ask if tech was still coming. I was told the tech actually has 'an addtl 30 minutes', which I believe was totally untrue & an excuse to cover no show. And I was still in chat when the 'extra' 30 min expired. I asked to have tech text my dad & give him an update. That never happened. About an hour later, tech mssg my dad that he 'was on the way' & arrived very late in the evening. He was in & out so fast, there was no way he explained anything to my dad. Fast forward to yesterday 9/7/24 my dad had an appt scheduled for 11-2. When appt was scheduled, it was made clear my dad cannot watch games he pays for in his sports pkg until tech hooks up cable box. 2 pm comes & goes, tech is no show. Chat with Optimum supervisor Shuti & all they offer is to reschedule for 9/17, an unacceptable resolution. Canned language 'I know this will be disappointing' etc. His exact words "Due to some trouble cause to our team that is the reason our technician was unable to visit today". I asked what he was talking about & told him 'any reason for no show & not to even contact my dad is horrible srvc'. His next exact words & spelling "I do not have the exact information about the trouble caused but Optimum can never let there customers unsatisfied with their service". My final words to him "UNSATISFIED & next step is BBB. Almost 1.5 hours in chat. I'm done" & ended chat. This is horrible service, zero desire to make things right & absolutely no consideration to my 93 yr old dad who has been with Optimum (prev Suddenlink) since 70s. *Pls note: Only contact me ***** ****** via email. Optimum should contact my dad directly to schedule tech appt asap: *** ***** (account *******************, ************.
Business Response
Date: 09/20/2024
Optimum spoke with the customer on September 18, 2024, regarding their service issues in response to the complaint. A service visit was completed on September *******, where the technician replaced the cable box to resolve the problem. Optimum followed up with the customer the next day and confirmed that all services were working correctly. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 09/22/2024
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:

[Your Answer Here]
Very disappointed in Optimum's generic & over simplified response. Wish there was room to include all details, but will have to shorten my response. Issue was no show tech appt on 9/7 for my 93 yr old dad, 1.5 hrs in chat by me & zero desire for Optimum to make it right, only rescheduling appt 10 days later on 9/17. That was unacceptable to me & I told them my next step was BBB. (And this was not the first inconsiderate tech appt issue.) Optimum executive customer relations ********** **** F absolutely did not read the complaint or any of my emails. Email he sent 9/9 he said he tried to call me on phone #___ . This was not a number in the complaint or on my dad's account & he was supposed to call my dad, not me. (My complaint noted to only contact me via email.) Next was a voicemail left on my phone in the evening of 9/17. My phone transcribed it & caught a hot mic moment, which again showed he had read nothing. All my emails In between, which again clearly stated to call my dad to set up tech appt & only to contact me via email due to hearing issue, went unanswered. Nothing was done to schedule an earlier tech appt. 9/17 afternoon appt was the same one I had said was unacceptable. After cc'ing Chief Customer Experience Officer, ********* ***, my case was reassigned to a nice ********** **** who contacted my dad to make sure the cable box was working. As if 9/19 I'm waiting for a response regarding an addtl account ques, which the first ********** never addressed.

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

Sincerely,

***** ******

Business Response
Date: 10/01/2024
In response to the rebuttal, Optimum addressed the missed appointment tech with the customer and advised that all coaching opportunities found will be handheld internally. We remain available should the customer need further assistance.
Customer Answer
Date: 10/01/2024
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:09/06/2024
Type:Customer Service 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 tried to cancel my internet service and I was harassed over the telephone for over an hour without any resolution. The person laughed at me. Said they were going to send someone out to cut the cable wires to my home because thats the only way to cancel my service. I was late to work. I begged and asked to speak to a supervisor and was told no. Its impossible to cancel your **************** online or over email and you are required to call their retention services number and it was a joke.
Business Response
Date: 09/19/2024
In response to the complaint, Optimum attempted to reach the customer on September 9, 2024, and explain our Disconnect Policy,which states that service disconnections are effective on the last day of their then-current billing period. Our records indicated that this customer requested to disconnect service on September 5, 2024, and their monthly billing period ends on the 16th of each month. Therefore, this customers account was entirely disconnected on September 16, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.
Initial Complaint
Date:09/05/2024
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.
Optimum/Altice needs to be investigated for fraud and deceptive practices. Last month I called to cancel my service and was transferred to a retention agent where he proceeded to offer me a new contract which i accepted. I asked many times what my new bill would be and he said $176 for at least 12 months. Not even 2 months later and my bill is now $195 and an online agent wanted to give me a one time $10 credit. He told me some credits expires, which is bull, i started a new contract!! They are lying to customers to retain them and then increases their bills not soon after. ITS FRAUD. They came into my house and installed all new equipment as part of the new contract. I want my agreed upon contract honored!
Business Response
Date: 09/18/2024
Optimum attempted to reach the customer by phone on September 6, 2024, September 17, 2024, and September 18, 2024, but was unsuccessful. We would need to speak to the customer to discuss their billing concerns. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Initial Complaint
Date:09/05/2024
Type:Product 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 wife and I have spent two days on the phone with altice/Optimum to cancel our service. I was told yesterday that my service would be canceled as of the 4th. Today we received an email stating it would not be cancelled until the 27th. They said they no longer pro rate bills. We have already turned in our equipment and are no longer using their service. They want us to pay for something we are not using.
Business Response
Date: 09/15/2024
In response to the complaint, Optimum spoke with the customer on September ******, and explained our Disconnect Policy. Our records indicate that the customer subscribed to video services as part of their service package, which are subject to prorated credits. The customers monthly billing period went from the 27th of the month to the 26th of the following month. Optimum processed the disconnect request on September 4, 2024. On September 6, 2024, Optimums Billing team added unreturned equipment charges to the customers account. On September 10, 2024, ********************* Equipment research team removed the unreturned equipment charges for the customers account. ******************** provided our direct contact information to the complainant should further assistance be required.
Initial Complaint
Date:09/04/2024
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 moved in my apartment on April 1st 2023 and I had got house phone cable and wife I change my plan to WiFi and cable only and they are charging me a lot of money now I have a 700 to 800 cable billl I called for months for them to fix it and they wont they keep saying I have a account at 2 address and I dont and I told them over 100 times thats not me I have one apartment only not 2 my bill is supposed to be $67 a month for WiFi and cable not 700
Business Response
Date: 09/17/2024
In response to the complaint, Optimum spoke with the customer on September 5, 2024, regarding the complaint. Optimum found that the previous account was in the customer's name, and no identity theft was identified. Charges transferred are valid. The customer has our direct contact information should further assistance be required.
Customer Answer
Date: 09/18/2024
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 have one address not two and they transferred a acocunt to my account and that other account isnt me i have proof of where i live i never had two optimum accounta this is fraud i have proof of my living address and where i been staying

****** *****

Customer Answer
Date: 09/25/2024
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: they never came and took this other wire done all they did was give me q new box then charged me this isnt my fault

****** *****

Business Response
Date: 09/26/2024
In response to the rebuttal, Optimum spoke with the customer on September 26, 2024, and addressed billing concerns. Optimum advised that the charges are valid. Optimum provided our direct contact information to the complainant should further assistance be required.
Initial Complaint
Date:09/03/2024
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.
This company does not adhere to what is advertised as per their product. This company does not provide 1 GB internet to its subscribers, nor will they ever offer out that. They claim that there is no internet company that actually provides 1 GB to their providers, when I know better. They claim that my systems need updating if they're not actively able to use the provided internet, which is false. They claim that a wall is blocking my wifi access, which is false. Every six months, I have to replace my modem/router, which is not appropriate. They claim this is normal, which I know not to be true. I am paying 86$ a month for internet speeds I am not getting. I could easily be paying 60$ for the 500 MPBS that I barely pull daily. I work from home, and require internet to bring in the bill paying income. I do not use a VPN, and my laptop is relatively new. I have been lead in circles too much by this company, and feel that I should be refunded for every month that my speeds have not hit 1 GB, which has been for the past year of having 1 GB internet speeds. I only upgraded, because my 500 MBPS was not hitting it at one point, and now I'm doubling my payout for no reason. The supervisor basically called me a fool for my reasoning, when I know others who pay for better internet service actually get what the provider offers. I am unable to get any other service, due to my location/address, or I would have left this company years ago.
Business Response
Date: 09/13/2024
Optimum attempted to reach the customer by phone on September 4, September 5, and September 13, 2024, but was unsuccessful. Upon review of the customers account, On September 6, 2024, ******************** visited the customer's home and confirmed all services were working properly and provided customer education. A credit was applied to their account for the verified service interruption.Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 09/13/2024
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,

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

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Altice USA is NOT a BBB Accredited Business.