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

• 

  Optimum

  28 Cross St Ste 1 Norwalk, CT 06851

• 

  Optimum

  3710 Main St (walk-in Center) Bridgeport, CT 06606

• 

  Altice USA

  2909 Washington Rd Parlin, NJ 08859

• 

  Altice USA

  536 North Broad Street Elizabeth, NJ 07208

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:08/12/2024

  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 am contacting you for assistance with a cancellation of home cable service a month ago. I returned all equipment timely and spoke to retention to finalize the process of cancellation which i must say has turned out to be very difficult to do. I was met with levels of push back from various departments with in optimum to cancel my service. In finalizing the closing of services, I was told I would receive an email at the end of July as a confirmation of cancellation which i have not received up to this point. This process is becoming quite frustrating. I need proof of the cancellation via email. I have reached out to retention ***** and was told the email is generated automatically and there is nothing they can do. I have also reached out to *************************** at Altice and *************************** at Altice both by email and have received a reply, these individuals either don't work there anymore or blocked my email. Optimum/Altice needs training on their level of professionalism with customers who end services.

  Business Response

  Date: 08/17/2024

  In response to the complaint, Optimum spoke with the customer on August 17, 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 indicated that this customer requested to disconnect service on July 22, 2024, and their monthly billing period ends at the end of the month. Therefore, this customers account was entirely disconnected on July 31, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.  

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Dispute over billing with Optimum Cable/Internet. I called mid May to cancel service due to a move outside the service area, ***** to call center in **********, ************** till May 31 so agreed to pay through billing period 06/23/2024. Account was not canceled and we received a bill for nonexistent services to a house we do not live in through 07/23. After 3 phone calls, I found out that apparently I was supposed to re-call to confirm our cancelation after we moved out.After 31 years of a regular and uninteruppeted subscription - through several coorporate changes, I do not believe we owe for unreceived services based on a comment understood or misunderstood by a call agent in **********. I would appreciate your help in resolving this matter.As of the phone conversation of 08/12/2024, Optimum has all the records of my previous conversations. According to thier review of the records my intention was clear and the expectation explicit. They base their $200 bill only on the expectation (again either understood or miss-understood - by me or the agent) of a call after our move. I did not record that expectation in my notes of the conversation.Again, Thank you.I will be sending a certified complaint to Optimum: Customer Disputes as well.

  Business Response

  Date: 08/22/2024

  Optimum spoke with the customer on August 13, 2024, regarding their billing complaint. Optimum advised it would review interactions leading to the complaint to understand better and provide a resolution. On August 22, 2024, Optimum concluded its review and found the customer accurately requested a disconnection of services; however, due to an error, the order was submitted. A credit has been issued to clear the final balance on the account. ********************* 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: 08/22/2024

  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:08/12/2024

  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 am a NJ resident who used Optimum for internet and mobile service for the last year. I canceled my internet service in July 2024 without incident. However, Optimum Mobile does not allow me to cancel. I have been in ******* since the beginning of July and have been trying to cancel my cell service since mid July. When I call from overseas, they say I need to tell them my PIN number (despite the fact that I have EVERY other bit of information about me and my account). Unfortunately, I forgot my pin. They say I can get a new pin online. Unfortunately, every time I logon to Optimum MyMobile, all I get is a spinning circle and no access to my account options like resetting my pin. I have tried with a laptop, an iPad, and a smart phone. They have tried to reset my account several times too. Nothing works. All I get is a spinning circle. Though this sounds like a tech problem, it is not. It is not fair to be held hostage like this. I have no way to get my pin. Nevertheless, I am the rightful owner of this cell service and have the right to cancel even if I cant get or give them their **** PIN number. I have attached a copy of my purchase receipt if you need it. Please help me cancel. I have already paid for a month of service I didnt need and the second month bill is coming soon, Every time I call customer service, they refused to help because I cant give them the **** PIN number. Please help me to cancel! They are blinded by their own procedures no matter how many other forms of proof I provided to prove I am the owner of the service. Please help me cancel. Thanks!

  Business Response

  Date: 08/22/2024

  Optimum attempted to speak to the customer on August 12, 2024, August 21, 2024, and August 22, 2024, to address the customers billing concerns in full but was unsuccessful. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 08/25/2024

  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: 

   

  It is ridiculous to try to contact me on the phone number that I have been trying to cancel for over a month.  The chip is out of my cell.  I am overseas in ******* and have a new and different cell provider.  Nevertheless, they finally emailed me to say that they canceled my number like I asked.  But I dont believe it because I just got billed again for next month!  See attached email confirming that they just billed me yesterday.  I would like my service canceled and a refund for the attached amount.

   

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

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

  Business Response

  Date: 09/04/2024

  In response to the rebuttal, Optimum attempted to reach the customer by phone on August 26, 2024, and September ******, but was unsuccessful. Upon review of the customers account, ******************** has resolved the customers billing issue in full. ******************** has provided the customer with our direct contact information by voicemail and email should they require further assistance.
  

  Customer Answer

  Date: 09/05/2024

  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 PROVIDED that I do not receive another bill at the end of the month.  If I get another bill, Ill be submitting another complaint.  Thanks.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/10/2024

  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.

  We have used Sudden link cable for almost 5 years. they were taken over by optimum, a subsidiary of Altice. I have tried 4 times to cancel my cable service (maintaining internet service through them). Each time i've attempted to contact them they have not canceled my service. The first time I tried, they actually INCREASED my level service by adding more premium channel than i previously had and my bill actually went up. The last time i got through to them they said everything was "set" and i got the attached email showing a new monthly bill of $55.38. However the service was never canceled and they are now billing me more than $300 per month and claim that my account is delinquent. I called them this morning for the fourth time to get resolution and the agent kept me on hold for 10 mins and then hung up on me. I am seeking to notify the BBB of these unfortunate business practices and also seeking help in getting resolution to this problem. Thank you.

  Business Response

  Date: 08/21/2024

  Optimum attempted to reach the customer by phone on August ************, 2024, but was unsuccessful.Upon review of the customers account, we can confirm that account changes took place on August 10, 2024. Should the customer require further changes, we will need to speak with the customer. ******************** has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:08/08/2024

  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 cancelled my phone service on July 29th. I cancelled because I had no phone service in my home for a month. August 8th I was billed $31.62. I called customer service and they said it was their policy to bill me for another month because I canceled on July 29 and there was nothing I could do about it. There is no complaints resolution department.

  Business Response

  Date: 08/22/2024

  Optimum spoke to the customer on August 22, 2024, and addressed the customers ********************** billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising 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.

  Since beginning my services less than 2 months ago. I have had service less days than I haven't had service. There's nothing being done by the company to help customers understand why this is happening. They also argue with you on the phone and answer no questions the way a "supervisor" can. And the supervisor says all representatives know this info. So I sit on the phone for 2 hours and go through 4 people to finally get simple questions answered. This company shouldn't be in business since it doesn't even understand a business and how it should run. They are awful. Their services are awful. **************** is a joke.

  Business Response

  Date: 08/20/2024

  Optimum spoke to the customer on August 7, 2024, and addressed the customers billing and service concerns in full. The customer closed out their ******************** account and a refund was processed. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 08/26/2024

  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:08/05/2024

  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.

  One of the worst services this company has. I called to get mobile service for two phones and internet for two different apartments. The only thing the representative, *************************** from Optimum, did was send me a box for the internet.Today, I called to deactivate the service, and I was transferred to a man who didn't know anything. He took a long time, and in short, he told me that he couldn't cancel the service without an access code. I hung up because he left me hanging.This company is the worst; I just want to cancel my service.

  Business Response

  Date: 08/06/2024

  Optimum spoke to the customer on August 6, 2024, and addressed the customers disconnect request. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:08/05/2024

  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.

  I have made multiple attempts and phone calls exceeding 10 times to get my internet service restored after hurricane ***** hit the ******* area. I have been given the run around and sent from person to person to get the issue resolved. I still have yet to have my services restored and its almost been a month it will be on the 8th. During one call around the 15th I was told a tech would come and repair the lines. The tech left without saying a word and did not restore the services, I called to follow up to only be told he could not due to the damage not being fixable by him cause he did not have proper knowledge of the situation of the proper equipment. I had let them know multiple times through our conversations that all the lines were on the ground and ripped out of my house. During the follow up call I was told the order would be pushed to the engineer team and that the ticket would take 24 hours to clear that was on Aug 1st in addition if the damage was deemed to be too severe for the engineers then the construction team would have to come do the repair and was given a turn around time of 60 days!!! After talking with them some more I was asked if I would like to cancel my services I hung out and called back to speak to someone else about getting the issue resolved just to be told that a disconnect order was being processed to disconnect my services entirely I immediately combated that as I do not wish to cancel but just want my services restored. It is Aug 3rd and when I called for an update I was told there was no ticket at all being processed at all not to dissconnect or to restore it will be a month without service on Aug 8th and I have feel like I have no other option's but to get outside help.

  Business Response

  Date: 08/12/2024

  Optimum attempted to reach the customer by phone on August *************** and 12th  but was unsuccessful. Upon review of the customers account, A service visit was completed on August 6th, where the technician repaired the outside wiring to resolve the problem. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:07/31/2024

  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.

  Have service with Optimum for high speed internet. Deployed for 6 months out of country, upon return to home intermittent issues noted and Optimum made aware 2 July 2024. After several calls to business a technician was sent out on 3 separate occasions and still the internet dropouts persist. I pay for this business to provide a service that they do not currently provide. As of this complaint there is no resolution, and the issue has yet to be elevated to a suitable level to be rectified, nor has the issue been identified. Technicians believe it to be outside of the residence, possibly somewhere in their equipment or transmission lines. I would like resolution on this issue in a timely manner, and if I pay for internet each month would prefer to receive it for the entire month.

  Business Response

  Date: 08/14/2024

  Optimum spoke with the customer on August 1st, 2024,  regarding their service issues in response to the complaint. The matter was escalated to Optimum's maintenance teams, who completed exterior maintenance on August 13th, 2024, to resolve the issue. On August 14th, 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:07/30/2024

  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.

  Started having reception issues with cable TV on June 11, 2024, stations were pixelating or gray screen. Thought is was atmospheric or work being done on lines so let it go as it only affected 1 or 2 stations. On June 26, had a repair tech come and he traced the issue to a line on our property that was not getting enough signal He put in an emergency repair order and said it should be resolved in 24 hours No one came and I got a computer generated message from Optimum that said it looked like the complaint was fixed. I called to see why the order was cancelled, the rep had no answer except to send a tech out again...the tech again could do nothing from his end, called his supervisor ***** to see if this could be resolved and when. Long story short, this making an appointment for repair and computer calls that the repair was completed happened 3 times. I called Hendersonville, talked to a rep named ***** who sympathized and she sent e-mails to supervisors, VP's etc. She read me an e-mail return response from some one high up, possible the **** sorry do not know his name, who asked her if this was a true emergency and went through what constituted a 'true' emergency and the steps to resolve it (she read me this mans total e-mail) Anyway, he told her the 'process' would take some time to review and fix as they use contractors for this type of line issue. Granted the line did not fall on my house, is not lying in the road, is not a 'true' emergency but since my initial call I have lost over 30 stations that I used to get, and still pay for. I left a message for ***** on July 24th for an update and never got a reply, so here I am asking for assistance to see when the line will be repaired. It is obvious the consumer who has been with this company for over 20 years, does not have any clout, maybe they will listen to you. I'm also sure the higher up who sent the e-mail to ***** has all his stations, but then again, maybe he does not use Optimum

  Business Response

  Date: 08/13/2024

  Optimum attempted to contact the customer regarding their service issues on July 31st, 2024,  in response to the complaint but was unsuccessful. A service visit was completed on August 10th, 2024, where the technician repaired the outside wiring and fixtures to resolve the problem. On August 12th, 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. 

  Customer Answer

  Date: 08/14/2024

  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,
  
  *****************************