Complaints

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

close

Find a Location

Altice USA has 495 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/29/2024

  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 was using Altice for internet and television services. After years of bill increases my wife, and I decided to no longer use their television services. When we turned in our television equipment, the associate talked my wife into using their cell phone service. She had a phone already, so it should have been just a matter of transferring service, which they did. About a week later a phone was in our mailbox. We didnt ask for a phone, never talked about them sending a phone. My wife never even opened the box the phone came in. She printed a return label off of Altices website , and sent the phone back. This all took place in late April. Since then my wife discovered that their cell service isnt good in our area. She is often unable to receive or make phone calls unless she is on WiFi. Since late April we have been trying to switch to another carrier. Altice wouldnt release her phone number saying their records showed them receiving the phone that we sent back, but that it couldnt be found in their inventory, and until it could be, they couldnt release her number without charging us full price for that phone. Since then we have spoken with their agents many times , and been given numbers for what they call tickets they have opened regarding our issue. We have also been told they are escalating these tickets to try to get a resolution. When they tell you this, they say give us three, five or the last one was fourteen days to resolve this issue. Today they turned her service off completely wit no notice, and no reason. After calling them again to find out what we need to do now. We were told that since our service was disconnected, they would have to reinstate service with them, taking ***** hours, once this is done they can then issue a PIN number that will allow us to sign up with another carrier. That number is ************

  Business Response

  Date: 08/12/2024

  Optimum spoke to the customer on August 2, 2024, and addressed the customers ********************** number porting concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 08/12/2024

  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:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time writing about this company. The company is now harrassing me everyday coming to my door leaving cards to call them . Previously they did not resolve my case and they took money from me by charging me an extra month after i cut their service. ***************** from optimum continues to come by my house after i told him to stop numerous times, HE WORKS AT ************************************* location. PLease let them know if they show up to my house again unannounced i will call the cops for tresspassing. i still have not gotten my money back

  Business Response

  Date: 08/09/2024

  Optimum spoke to the customer on August 9, 2024, and addressed the customers concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  Multiple service outages for over two weeks - multiple calls and chats to business, without any resolution. opened service tickets only to have company cancel them without coming to house, spoken to supervisors who have promised **** credits but doesnt appear, service techs who do arrive work without solving problem and then leave without communicating next step. Every call/chat requires me to go thru the problem and trouble shooting again wasting hours of my time and all service interactions have been unprofessional

  Business Response

  Date: 08/09/2024

  Optimum spoke to the customer on August 9, 2024, and addressed the customers billing and service concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 08/10/2024

  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:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal Optimum Cable subscriber since the early 2,000s, subscribing to Cablevision before they switched to Optimum. Around August 2022 I called I for a technician, as one of my two cable boxes did not work. A technician confirmed that the signal was too weak from the streets, and that a construction crew would have to come to fix the problem on the street.Fast forward two years, several technician visits and failed construction order promises, and the problem was never fixed.Whenever I inquired about a refund for the service I paid for that was never rendered, I was told that the issue would have to be resolved before a credit could be issued.Now that I have disconnected the service at my old address, Optimum is telling me that they can only offer a credit for the past twelve months - which differed from what I was told along my frustrating journey of calls between service, billing, and retention departments.I was strung along for two years after being a loyal customer for decades, and I am disappointed they have not been able to make this right.

  Business Response

  Date: 08/08/2024

  Optimum spoke to the customer on August 8, 2024, and addressed the customers billing concerns in full. A service credit was applied to the customer's account. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my internet service either 6-6-2024 or 6-7-2024 and turned in my equipment at the same time. I have received a bill from Optimum for service period 6-19-2024 through 8-18-2024. I called them and they are giving me the runaround and saying that I owe them the amount on the bill. This company has an F rating with the BBB. I would appreciate any help you could give me.

  Customer Answer

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/23/2024

  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.

  There employee did not properly secure there line and was hanging low and busted my windshield

  Business Response

  Date: 08/05/2024

  Optimum spoke with the customer on July 24th, 2024, regarding their concern about a downed cable line in response to the complaint. A service visit was completed on July 24th, 2024, where the technician found no downed line at the specified address. On August 2nd, 2024, Optimum followed up with the customer and advised of the above. The customer has our direct contact information should any further assistance be required. 

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint optimum, failed I gave them a few addresses where it was from and to including a pole number. I sent them pictures from a video. They have not acted in good faith and in fact acted in bad faith by being deceptive. I have acted in good faith and will continue forward for the replacement of my windshield. They have not acted honorable. I called it because it was neck high after it broke my windshield. It was neglectful and posed a huge dangers to motorcycles and children riding bikes and could have killed someone. They didn't seem to care..

   

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

  Business Response

  Date: 08/26/2024

  Optimum spoke with the customer on August 26th, 2024, regarding their damage concern in response to the complaint. Optimum advised that even if the line in question created the damage, Optimum would not be responsible and compensate for "random acts of God" in which a line randomly fell on its own. The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 08/27/2024

  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 was not a act of God. It was a failure to properly maintain there lines and negligence. They failed to properly put line so it would bot fall. They have repaired l8ne and is now installed in a way that should prevent that happening again let's hope. But it was their negligence and improper installation that caused this issue. Nothing else. They should pay the damages. It's wrong. 

   

   

   

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

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

• Initial Complaint

  Date:07/23/2024

  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.

  charged for service i had no way of using Thay had all my equipment and charged me anyway

  Business Response

  Date: 08/07/2024

  Optimum attempted to reach the customer by phone on July 25th, 2024, regarding their billing issue but was unsuccessful. Upon review of the customers account, ******************** found that the balance is a valid service balance due to returned payments. Optimum's subsequent attempts to advise the customer of the above on August 5th, 2024, and August 7th, 2024, were both unsuccessful. Optimum has provided the customer with our direct contact information by voicemail and e-mail should they require further assistance. 

• Initial Complaint

  Date:07/22/2024

  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.

  another person had internet hooked up, I was gone when they came and did it,they will not come and unhook it when I asked to have it removed,and I have called them several times to talk to them about this issue,and so has my neighbor too so my daughter took the initiative to reach out to you on my behalf, I had a high bill but they took care of that but they still refuse to take the internet off and are still trying to bill me a higher amount then what i was paying ****** is in his 70.s,and doesnt even know how to use the internet he has no computer or smart phone. thank you in advance for helping me solve this issue.because ************* cannot read and write so I am reaching out on his behalf. ******************************* {niece}

  Business Response

  Date: 07/30/2024

  Optimum attempted to reach the customer by phone on July 23, 2024, July 29, 2024, & July 30,2024, but was unsuccessful. Upon review of the customers account, we would need to speak with the customer to further investigate 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:07/22/2024

  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.

  Was quoted a price for one year and when I received the next bill it was for $28.13 more a month.

  Business Response

  Date: 08/02/2024

  In response to the complaint, Optimum spoke with the customer on July 23, 2024; ******************** found that the promotion expired on June 14,2024, which caused the bill to increase. The customer has our direct contact information should further assistance be required.

  Customer Answer

  Date: 08/04/2024

  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:07/22/2024

  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 called to cancel all of my Optimum services on July 8th. I was told that a bill would generate, but i didn't owe anything since i am calling at the beginning of a new cycle. Today, Jul 21st, 155. 83. was charged to my credit card. I called, after explaining my situation, I requested a manager. I was then informed that the start was actually Jul 3rd, not the 8th and that I still owe the money, as it is company policy. Fairly, I started that I would pay for the five days, but not more than that, despite it being the first time I am being told this. I was told that it is company policy. I need help paying for the "fair" share of services. This company is only surviving by taking financial advantage of customers. I tried to back out of the plan and am still charged full price. There is absolutley no way to survive this world with business doing this to families trying to survive.

  Business Response

  Date: 08/02/2024

  In response to the complaint, Optimum spoke with the customer on August 1, 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 8, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account will be entirely disconnected on August 7, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.