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

5,862 total complaints in the last 3 years.
1,732 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:08/23/2024
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.
Im totally disappointed and disgusted. After so many months hustled by optimum agent,, I finally give out and agreed to move my four mobile lines with optimum last week. However, contrary to what I was told on recorded line and promised ($60 for 4 lines for life and multiple other benefits) I was charged first month for over $82 and just a week later received an email that my next bill is going to be over $126! I plan to report this abuse and false advertising and take optimum to court even I have to.
Business Response
Date: 09/09/2024
In response to the complaint, Optimum spoke to the customer on August 26, 2024, regarding the complaint. Optimum explained the price was for a different level of service and offered the customer two months free, but they refused. Optimum remains available should further assistance be required.
Initial Complaint
Date:08/23/2024
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 canceled my account by phone with a live agent on 8/21/24. My next billing date 8/23/24. I called and said do not charge me I don't want the service cut off now. They said they won't charge and then they did. Now they are forcing me to pay again on 8/23/24 as originally planned and ignored my cancelation. I filled a complaint with the bank that does not seem like they are going to help me because they can't stop a company from charging me out has to go through then become a claim complaint. I wish to not be charged the bill charged 8/23/24 for $95.99. The service provided can be terminated immediately.
Business Response
Date: 08/26/2024
In response to the complaint, Optimum spoke with the customer on August 26, 2024, and explained our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period. Our records indicate that the customer subscribed to internet-only services, which are not subject to prorated credits. The Customers monthly billing period went from the 8th of the month to the 7th of the following month. Optimum will process the disconnect request on September 7, 2024, since this was the last day of the billing period. Optimum provided our direct contact information to the complainant should further assistance be required.
Customer Answer
Date: 09/09/2024
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 am disputing the resolution of this claim because no reasonable action has been taken by the company to resolve this issue. Instead i was charged with my account set to disconnect on 9/7/24 and even with charging me full they disconnected me early. Is there please someone that can look into this and not pass it off and completed. No one has offered any type of reasonable resolution to my complaint and the shady business practices taking place. They have no right to increase rates and force me to pay the increase, but i guess they can do what they want because they have the lawyers. I'm requesting help from an abusive company billing for unwanted services.

******

************
Initial Complaint
Date:08/22/2024
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.
Optimum is charging customers after service has been disconnected. They have charged my credit card that was on file twice. I was able to get those charges reversed with my credit card company. They then sent this fraudulent bill to collections. I had that reversed after providing documentation to the collection agency. They sent the fraudulent bill to another collection agency which I have provided documentation in the attachment. This company is harassing and extorting me and I want it to stop. I want their name off my credit report. I want consumers to be aware this company steals from those who are their clients by fraudulently billing for services they don't provide. I want their corporate theft and greed to stop.
Business Response
Date: 09/04/2024
In response to the complaint, Optimum attempted to speak with the customer on August 23, 2024, and September 4, 2024, regarding their billing issues but was unsuccessful. Our Disconnect Policy 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 January 18, 2023, and their monthly billing period ends on the 25th of each month. Therefore, this customers account was entirely disconnected on January 25, 2023. The last payment made on the account was on December 16, 2023, to cover service from November 26, 2023, through December 25th, 2022.We advised that the remaining balance on the account is valid to cover service from December 26, 2023, through January 25, 2023. Optimum provided our direct contact information to the complainant should further assistance be required.
Customer Answer
Date: 09/08/2024
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 re, solved because: Altice, also doing business as Optimum, lies and steals. My disconnect receipt January 18, 2023 reflects a $0 balance. Their fraudulent billing shows service between 1/26/2023 - March 18, 2023. This is FRAUD. See attached documentation.
Cease and desist from any further contact with me. Remove your name from my credit report.

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

Screw you and any business like you,

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

Business Response
Date: 09/18/2024
In response to the complaint, Optimum attempted to speak with the customer on September 10, 2024, September 17, 2024, and September 18, 2024, regarding their billing issues but was unsuccessful. Our Disconnect Policy 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 January 18, 2023, and their monthly billing period ends on the 25th of each month. Therefore, this customers account was entirely disconnected on January 25, 2023. The last payment made on the account was on December 16, 2023, to cover service from November 26, 2023, through December 25th, 2022. We advised that the remaining balance on the account is valid to cover service from December 26, 2023, through January 25, 2023. Optimum provided our direct contact information to the complainant should further assistance be required.
Customer Answer
Date: 09/19/2024
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:

More lies from this worthless company. This statement in their most recent response is false: "The last payment made on the account was on December 16, 2023, to cover service from November 26, 2023, through December 25th, 2022."
Their bill in the attached states services from 1/26/23 - 3/25/23.
Lies, theft and horrible service is all this company has to offer.
Go under already, your company is despised by many.

*********************
Initial Complaint
Date:08/22/2024
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 calling tech support for the last 3 years regarding my internet issues. I started calling thinking the ***** *** you sold me at the optimum store was not working as it was going out constantly. But after 3 years of the internet going in and out continuously and numerous complaints and calls the only thing that was done was the service tech changed out the modem box in the house. But that didnt work because the same issues are happening again. I had a tech man come again and he fixed something small outside on July 30 2024 and as of earlier this week the same issues are happening again only worse. I spent so many wasted hours with service support on the phone. I have begged for a service person to come and replace the outside wires from the house to your hook up to the poles or wherever. I asked when we moved in this house on 9-13-21 when they hooked up my service to change the wires. But no one ever did. It seems when there is bad weather there is no internet. I have stated numerous times to service reps. *** they have an appointment set up for 8-29-24 which is a week away. I cant access my internet or computer or my tv for a week now as they all run on internet. I have been on hold at this moment of time for an hour and they want me to wait another hour for a supervisor. I feel this is so unprofessional. I am paying you for a service. I have been on 5 hour phone calls 3 weeks ago. This should have been fixed 3 years ago. No one should have to wait 7 days for a service man to fix the wires outside or find out exactly what is going on with the service YOU are charging me for. So far today i have been on the phone 3 1/2 hours already with no satisfactory answer. And i have no internet connection. Think if it was you that had to wait you wouldnt like it. A supervisor had come on phone with me and we reset the box. But that is only a short term fix again. Something needs to be done. So it could be the modem box.!
Business Response
Date: 09/02/2024
Optimum spoke to the customer on August 22, ************************* engaged our engineering team to resolve any outside obstructions. On August 23, 2024, Optimums engineering team reported all outside obstructions were cleared. On August 29, 2024, Optimum had a service visit, where the tech repaired outside wiring. Optimum followed up with the customer on September 2, 2024, and verified all services were working. A credit was applied to the account. We remain available should the customer require any further assistance.
Customer Answer
Date: 09/03/2024
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:08/22/2024
Type:Order 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 happened on 8-21-2024. This company has our cable, WiFi and phones. On 8-21-2024 I noticed our WiFi was not working so I called them and they told me I owed them .42 from my last bill so they turned my WiFi off. What I had done was paid the amount on the month before by mistake. They told me to pay them .42 and my WiFi would be back on in 24 hours so I paid them .42 that was at 1:00 pm yesterday it is 9 am the next day and no WiFi yet. This is very aggressive for .42.
Business Response
Date: 08/28/2024
Optimum spoke with the customer on August 22, 2024 regarding their Wifi not working. In response to the complaint. Optimum spoke to the customer on August *******, and scheduled a house call for the following day. Optimum spoke to the customer on August *******, to confirm services are working properly.
Customer Answer
Date: 08/28/2024
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]
They had told me I owed them .43 so they turned my WiFi off so I paid them over the phone they said it would take 24 hours for the WiFi to be turn back on so 24 hours later it was not on so I called they something was wrong outside and they would send a service person this was on ***************** person came on Saturday he said it was the modem and he changed it out and it worked. A couple months earlier we had problems with our Optimum phones and 2 phone calls and a visit to their store in ******* that told us to call ******** and we finally figured it out on our own that it was the WiFi then. They just don't know what they are doing.

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

Sincerely,

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

Business Response
Date: 08/30/2024
Optimum spoke with the customer on August 22, 2024 regarding their Wifi not working. In response to the complaint. Optimum spoke to the customer on August *******, and scheduled a house call for the following day. Optimum spoke to the customer on August 27 and *******, to confirm services are working properly.
Initial Complaint
Date:08/19/2024
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.
We pay $60/month for 500Mbps download, 20Mbps upload to Optimum Online for internet. On Mar 29, 2024 we started having major latency issues, we were unable to join conference calls, make phone calls and access the internet reliably. This is shown in the screenshots. Upload speeds on a WIRED connection were SIGNIFICANTLY lower than what we pay for. It took 4 service calls over 2 weeks and the issue was finally "fixed." I was told the issue was at the tap, which is outside and not ours OR Optimum's responsibility according to them. Optimum handled it poorly, by telling me "It'll be fixed in 24 hours, but you can't contact the company that's doing the repairs." April 10, 2024 internet went out for a few hours May 24, 2024 internet went out for a few hours Aug 6, 2024 - Aug 8, 2024 extremely low upload speeds. Neither my wife or I were able to work from home for 2 days. Upload speeds went as low as 0.12 Mbps (see screenshots). Had a service call, during which the Optimum technician proceeded to say the same thing as another tech did in March - "It's an issue with the tap outside and it will be fixed within 24 hours."Aug 19, 2024 For the THIRD time we have the same issues as before - extremely unstable internet and low upload speeds, which in turn is causing browsing, streaming, logging into conference calls to be extremely slow. Once again, I have followed up with Optimum to set up ANOTHER appointment and followed up with Optimum Executive Customer Relations. I was told "I will report this information to the engineers and will follow up." I responded indicating urgency since we rely on internet to communicate on our cell phones and work from home. Over 4 hours and no response. We contacted Optimum multiple times, they claim to have fixed the problem but clearly it has NOT BEEN FIXED. I expect either a full refund for the past 5 months of unstable internet (~$300) or a free upgrade to 1Gbps for our troubles, in addition to the problem being fixed permanently.
Business Response
Date: 08/23/2024
Optimum spoke to the customer on August 20, 2024, and ******************** engaged our engineering team to resolve the issue. On August 20, 2024, Optimums engineering team reported that the issue was resolved by adjusting the signal. Optimum followed up with the customer on August 20, 2024, and found the issue was ongoing. Optimum engaged our engineering team to resolve the issue. On August 21, 2024, Optimums engineering team reported that the issue was resolved by replacing infrastructure. Optimum followed up with the customer on August 23, 2024, and verified all services were working. Credit was applied to the account. We remain available should the customer require any further assistance.
Initial Complaint
Date:08/19/2024
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.
Optimum was dishonest in their sales tactics and also did not honor the amount of the refund that they were supposed to.
Business Response
Date: 08/30/2024
In response to the complaint, Optimum spoke with the customer on August 19, 2024. ******************** found that the customer canceled service,so no additional refund was warranted. The customer has our direct contact information should further assistance be required.
Initial Complaint
Date:08/16/2024
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.
On Wednesday the 14th I came home to find a broken wire in my driveway from Altice, and found that my internet was out. I scheduled four separate appointments with Optimum in the last 48 hours to removed the dangerous wire hanging from the telephone pole and to reconnect my service. Even though I have it in writing that this work can be performed while I am not home from multiple representatives, they have come to my house twice and refused to fix the damages. I have poor cell service where I live and have not been able to use my phone or internet for the duration of this fiasco. I've been lied to several times and I don't think it's fair or reasonable to treat a customer like this.
Business Response
Date: 08/19/2024
Optimum spoke with the customer on August 19, 2024, regarding their service issues in response to the complaint. A service visit was completed on August 17, 2024, where the technician repaired the outside wiring to resolve the problem. On August 19, 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:08/14/2024
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.
I was tricked into getting mobile service. I dont need it as I explained to the representative (*******) that I have ******* for mobile service for 20yrs and I wont change! I initially called because I was being charged $15 for a landline that I hadnt used in over a year, I didnt even have a phone connected, he said that yes he could see that I never used it! I just wanted it taken off. He then proceeded to say that there is a bundle that can reduce my bill significantly! When he said that he will send me a SIM card and I immediately said for what, I dont have another phone to connect with, he said (very clearly and on a recorded line) that I dont have to do anything with it, I can just hold on to it. He asked for a credit card so that he can charge $21 in order to process the order and give me the monthly discount! I refused to and he said that I would be reimbursed for the charge, he just needed it for processing! I did, then 2 days later, I get an email saying that I havent activated my mobile line and that I would be charged anyway!!!!They blatantly lied and tricked me. I spoke to a Supervisor who is reviewing the call and offered me a credit (courtesy). After almost two hours that I took out of my work day, he transferred me to the mobile department where they continue to say that they cant disconnect the mobile line without a pin# that I dont have!! They want me to go on line a search for it! Unacceptable and it is all recorded and I am at my wits end!
Business Response
Date: 08/27/2024
In response to the complaint, Optimum attempted to reach the customer on August 14, 2024 but was unsuccessful. Optimum has disconnected the mobile account and refunded the charges back to the card used to make payments. Optimum advised the customer of the above on August 27, 2024. The customer has our direct contact information should further assistance be required.
Initial Complaint
Date:08/13/2024
Type:Product 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.
Stopped by Suddenlink, (Optimum) on 7/10/24 to cancel my internet/phone service and turn in the equipment. Representative gave me a receipt t as verification that equipment was returned, as well as a receipt with Optimum's customer service contact phone numbers. He then informed me that I would not be billed for the entire month as I returned equipment only a few days into next billing period and to specify that when calling customer service. Called customer service on 7/22/24. The *** I spoke with again informed me that I would not be charged for the entire month and once my final bill was generated, a credit would be issued. Well, I called Optimum again today to follow up , 8/13/24, spoke to a *** by the name of ****** who let me know that a credit would not be issued and I was responsible for the entire month of billing. My billing period is from 7/7/24-8/6/24. I canceled on 7/10/24, but I owe Optimum for the entire billing period even though I was only 3 days into the billing period? I attached my invoice too. Optimum is a rip off with the worst customer service. I was a customer with them for years and this is how they treat their loyal customers. I would like a refund credited back to my account. ******************** debited my credit card for $60.70, I am asking for a refund to whatever the amount will be minus the 3 days into next billing period.
Business Response
Date: 08/22/2024
Optimum attempted to reach the customer by phone on August 14, 2024, August 15, 2024, August *******, and August 22, 2024, but was unsuccessful. Upon review of the customers account, a refund credit was mailed out for the verified billing error. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 08/22/2024
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:

[An ****************** Service Specialist did try to contact me via phone call on several days, but they were all during my business working hours so I was not able to accept the calls. However, she did email me stating that a refund was issued for 15 days of $27.49 on August 22.. I do not agree with this a refund amount as the email sent to me states I canceled on 7/22/24 via phone call. I actually went to the local office on 7/10/24 @ 5:59 pm to return my equipment and cancel my services. My receipts verify that. After canceling on 7/10/24, I called on 7/22/24 to inquire about a credit to my account. During the phone call on 7/22/24, the *** stated that once a final bill was generated, I would be issued a credit. Again, I did not cancel on 7/22/24, but 7/10/24, which is only 3 days into my next billing period. I ***lied to an email sent by the ****************** Service Specialist to inform her that the credit amount issued is incorrect. I also attached my receipts of cancellation that was done on 7/10/24 ]

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

Sincerely,

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

Business Response
Date: 08/28/2024
Optimum attempted to reach the customer by phone on August 23, August 26 and August 28, 2024, but was unsuccessful. Upon review of the customers account, a prorated credit was previously approved and applied for 15 days of services not rendered due to equipment being turned in.a refund was submitted and mailed on August 24, 2024. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 09/01/2024
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. I do not agree with it, but I am not going to argue nor keep going back and forth with this business either. I just do not plan on doing business with them again in the future.

Sincerely,

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

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Altice USA is NOT a BBB Accredited Business.