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

• 

  Altice USA

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

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:07/22/2024

  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.

  On or about June 3 or 4, 2024, I called optimum cable to cancel my TV service. I requested to know what my bill would be with just internet. I was told if I got the fiber optic and phone my bill would be $105 starting the new billing cycle. The new billing cycle started June 6, 2024 thru July 7th, 2024. It is to be noted Optimum charges you prior to charges being incurred. On June 5, 2024, optimum sent me a bill for $209.41. On or after June 5, 2024, I called customer service to complain about the bill. I was told i did not owe $209.41. I was told the bill was $48.64. On June 23, 2024, I paid $48.64. On July 6, 2024, I get a bill from optimum for $197.34. I called to complain about the bill and was told I owe a partial bill for TV service of $70.38 for service from June 13, 2024 to July 6, 2024. This is totally inaccurate because TV was cancel and disconnected On or about June 3, 2024 or June 4, 2024.

  Business Response

  Date: 08/02/2024

  In response to the rebuttal, Optimum attempted to reach the customer on July 22, 2024 but was unsuccessful. Optimum found no record of contact to remove the service and was unable to reach the customer. The customer has our direct contact information should 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 has NOT been resolved because:

  I response to Optimum claims I submit the following response with supporting documents. Optimum never called me on July 22, 2024. On July 22, 2024, I received an email from a ******************* claiming he tried to call me. I immediately answered his email and told him, i never received a phone call from you and I asked him what number did you call from. I got no response. Furthermore, if Optimum was trying to reach me, why didn't they leave a voicemail or call back? Attached please see exhibit "A" & "B".

  Optimum also claim they found no record of contact to remove the service. Attached are phone records marked exhibits "C" & "D". On June 3, 2024, I called them at 2:31pm and requested a call back when a customer service personnel was available. This is an option when you are on hold for long periods of time. On the same day I received a call at 2:50pm, where TV service was cancelled and fiber optic internet was offered.

  On June 5, 2024, I received an email from *********************** looking to confirm fiber optic internet install appointment. Attached are emails marked exhibits "E" & "F".

  To further prove Optimum is being untruthful and committing fraud i submit the bills from June, July & August 2024. The bill that covers billing cycle June 6th thru July 6th, 2024, we had TV service. See bill marked exhibit "G".

  The bill that covers billing cycle August 7th thru September 6th, 2024, there is no TV service, which proves Optimum's untruthfulness. See bill marked Exhibit "H".

  Inconclusion the bill that covers billing cycle July 7th thru August 8th, 2024, Optimum claims I owe a partial TV bill. See bill marked exhibit "I". If TV service was not canceled why is there a partial bill instead of a full TV bill? To add insult to injury Optimum is trying to get late fees on TV service that was canceled. See exhibit "I".

  Since Optimum insists on being untruthful and charging fraudulent charges, I will be filing an additional complaint with the Attorney General's office.

   

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

  
  
  
  
   
  

  Business Response

  Date: 08/15/2024

  In response to the rebuttal, Optimum attempted to reach the customer on August 6, 2024, but was unsuccessful. Optimum found no record of contact to remove the service and was unable to reach the customer.The customer has our direct contact information should further assistance be required. 
  

  Customer Answer

  Date: 08/16/2024

  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: Optimum has never tried to call me to resolve this issue and they have not submitted any evidence to prove otherwise. I have already submitted exhibits proving contact was made to cancel TV service see exhibits "C" & "D" from previous response. Also exhibits were submitted proving TV was in fact canceled see exhibits "G", "H" & "I" from previous response.

  Optimum has done nothing more but resubmitted the same response to my original complaint. They have not and cannot refute the exhibits submitted. They have not submitted any evidence to validate their claims.

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

• Initial Complaint

  Date:07/18/2024

  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.

  Upon calling in to the retention department, I was offered a promotion gift card and a lower plan rate for the current service I had of $35. Because I was enrolled in the Affordable Connectivity Plan which would cover the full cost of my plan. In March 2024 I received a letter stating the program would be ending and I would no longer receive the credit on my bill. I was okay with that, in the process my bill went up, I never recieved the gift card and the customer service representatives have no idea what is going on. I have been on the phone for extensions time frames which prevents me from productivity in my business and my private life. I have called in multiple time to get help and a resolution only to be passed around with no resolve.

  Business Response

  Date: 07/26/2024

  Optimum attempted to reach the customer by phone on July 24, July 25, and July 26, 2024, but was unsuccessful. Upon review of the customers account, ******************** confirmed a discount code was missing. A one-time credit was applied for the missing discount code and five months of late fees. Additionally,a gift card was issued and is scheduled to be delivered within 15 business days. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

  Customer Answer

  Date: 07/29/2024

  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,
  
  ***************************
  
    Can you have the Altice representative please forward me the total amount of the late fees and discount credit that was applied and the final bill balance before we close out this complaint so I can reference with my own records to check the accuracy. 
  
   
  
  

• Initial Complaint

  Date:07/18/2024

  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 working with the communications companies to properly resolve all connection related and service related issues. We currently have Optimum as our provider for our home phone line and our internet. T-Mobile, resolved our issues surrounding ongoing connection and billing related problems and were unable to provide us service due to the construction of the building we are housed in. Since Optimum is our home phone and internet provider, we chose to work with them to bundle wireless. ******* was the other competitor capable of providing services. As we are still trying to establish service, I called Optimum mobile as I am a dual US/Canadian Citizen and require Canada/US Unlimited calling and texting. My experience with customer service agent ******* on July ********* was a horrible experience and extremely confusing. I requested supervisor escalation and was told her supervisor ********* would return my call, and I proceeded to document the information. When I requested the ticket number associated with my issue she became very difficult, and proceeded to in my honest opinion disconnect the call while reading out the ticket number. I believe this because I was calling from the home line that Optimum itself installed, not a cell phone, so service dropping would not have ocurred on my end. I do not want to have to start all the way over again with ******* after being halfway through this process with Optimum, however if these issues cannot be resolved I will have no choice to end my relationship with Optimum when it has barely begun due to customer service being of such poor quality and the lack of available personnel to resolve these issues in a timely manner. I need to speak with someone who can ensure all services offered to us and bundles are properly applied and our international calling to ****** is also in place. I have aging parents in ****** and I cannot be without this feature in addition to business needs.

  Business Response

  Date: 07/31/2024

  In response to the complaint, Optimum attempted to reach the customer on July 19, July 24, and July 30, 2024, regarding their account concerns but was unsuccessful. On July 24, 2024, Optimum provided an email to the customer regarding their concerns. ******************** has provided our contact information should any further assistance be required.

• Initial Complaint

  Date:07/17/2024

  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.

  Set up service was optimum/altice. I had been a previous customer with this company, formerly named suddenlink.The agent errantly advised on the call, and I am being charged for two tech visits that were not needed. Only one tech visit even happened, and he left within minutes after not installing anything, and realizing the order was errantly placed and no service installation was needed, since I was a previous customer and had already paid for this installation.After over an hour and a half and talking to at least 5 different agents at optimum to dispute the charges, several told me they could and would and recognized the charges were errant and invalid. Finally, the last person told me the system said the charges were valid so there was nothing they can do.I only received one visit, that was not needed and am being charged for two visits. I should not be charged for any installation visits, as there was nothing installed.I would like for any balance due to these erroneous charges to be waived.Also, I feel scammed as one of the agents advised that the only way for me to be transferred to have my account closed was to pay $64 for service for the next month, then they would cancel the account and credit that back. That seems to have been a lie. Also, the lady that signed me up in June said there was a money back guarantee/refund if unsatisfied, that is not being honored and being misrepresented in the sign up call.Lots of very deceptive and seemingly unlawful and unethical practices.

  Business Response

  Date: 07/31/2024

  Optimum spoke to the customer on July 31, 2024, and addressed the customers billing and refund concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 07/31/2024

  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:07/17/2024

  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 offered to have my cable service switched to fiber optic by Optimum/Altice. They ran wires a couple of weeks ago and a technician came on Friday to change the equipment from cable to fiber optic and connect my house. In the process, they disconnected my neighbor, who made the technician aware and he stated it was his wire and he could do what he wants. He suggested she schedule another technician come and fix her wire. On Monday, two technicians came and reconnected her, and disconnected my house. I am a type 1 diabetic and my pump is connected to my phone and to the internet. I called and they scheduled a technician to come yesterday. He came and stated the box is a mess and he doesn't know which wire goes where and a team would be coming in the evening to run a new line. No one came, and when I called optimum I was told everything was fixed. I called back again and waited 50 minutes on hold after asking to speak to a supervisor by ********. He finally came back on and said the wire needs to be changed by another team and it could take 90 days. I have a medical problem and cannot wait 90 days. A supervisor was supposed to call me at 8 am this morning and no one has called. I am literally crying as I type this message as I have a health issue which they are ignoring. What can I do?

  Customer Answer

  Date: 07/18/2024

  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:07/17/2024

  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.

  Today I called Optimum about my bill. I asked why I was being charged for 2 phone lines. 1 charge was for ***** and the 2nd was for ***** a month. The lady I was speaking with said there was an error on their end and she was going to go back and see when it started so it could be corrected. I got disconnected from her and when I called back I spoke to a man and explained what was going on. He put me on hold so he could look back over the bills. He came back on the phone and asked if I ever read my bills I was honest and said no not usually. He said that since I didnt read my bills and bring it to their attention sooner that he couldnt credit all that back because I told him I know it has been happening for a year now because I went back to my old bills and looked. So he said he would only credit me ***** dollars. I told him to turn off my phone and my cable tv. He put me on hold to speak with a supervisor and then came back and said if I get all the services they will credit me 1***** then he changed it to ****** I told him I will keep the phone and the internet but not the tv and he said no then you only get *****. I told him well since thats the case turn off the phone and cable. I was paying ***** a month for phone until they added a 2nd line for another ***** and ***** does not cover what I was overcharged. I know I was over charged ****** dollars in 12 months time I cant go back any further than that because those bills arent on my account anymore. How can they overcharge someone and then refuse to refund you the amount of their error that they are aware of?

  Business Response

  Date: 07/30/2024

  Optimum spoke to the customer on July 30, 2024, and addressed the customers billing concerns in full. The customer was advised that any billing errors or disputes must be reported within 30 days of receiving their billing statement. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:07/16/2024

  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.

  I established internet service with this company (Optimum) in March of this year 2024, since my previous provider did not service the area I recently purchased a home in. During the establishment of internet service the agent said I could get a bundle discount through Tmobile if I signed up for mobile service as well. I agreed. However, the following week I went in to Tmobile for a phone upgrade, and was told that the Optimum agent had misinformed me. And if I switched my sim card, it would switch my mobile service altogether. At this point, I contacted optimum and notified them that I'd been misled and had no interest in mobile service. I never activated service or used any of Optimum's mobile networks. Yet, they refused to cancel this account and continued to send my a single bill for service I never had. This is UNLAWFUL. They have now sent this bill to a collections agency, even though their records will confirm that I NEVER had cell phone service with them.

  Business Response

  Date: 07/23/2024

  Optimum spoke to the customer on July 23, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:07/16/2024

  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.

  Optimum withdrew $215.00 from my account 3 months after I canceled my services with them. They claimed I didn't return equipment, but i owned my equipment. I final was told I would recive a refund in ***** hours. I have been told this now 4 times over a 3 week timespan. I am getting nowhere with them and am tired of being lied to. They have horrible customer service.

  Customer Answer

  Date: 07/17/2024

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

• Initial Complaint

  Date:07/16/2024

  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.

  I am submitting a formal complaint against Optimum due to severe service disruptions and unacceptable customer service. For the past two weeks, three of our TV boxes were consistently malfunctioning, culminating in a complete outage on a Saturday night. Throughout this ordeal, we encountered egregious treatment: being hung up on, assumed to speak Spanish, and ridiculed for not doing so. Furthermore, we endured an intolerable three-hour hold time.Today, Optimum offered a meager $28 credit, which is wholly insufficient given the extensive outage and appalling customer service. I do not believe this even accounts for the two weeks without TV, none the less the terrible experience we endured. I demand a more appropriate resolution immediately, as my bill is due in six days. I will not make any payment until this matter is satisfactorily addressed.I insist on being contacted exclusively via email at ********************* to discuss a swift and satisfactory resolution. This situation demands urgent attention to restore my faith in Optimum's services.

  Business Response

  Date: 07/29/2024

  Optimum spoke with the customer on 7/17/2024 regarding the request for additional compensation in response to the complaint.  Optimum found that adequate compensation was already applied to reimburse the customer for the service outage they experienced from July 13, 2024, to July 15, 2024.  The customer was made aware that ******************** was unable to accommodate their request for additional credit.  The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 07/30/2024

  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: 

  The credit provided is NOT adequate compensation for having to deal with blatent racism over the phone, a wait time of three hours, service tech coming hours before schedule and causing me to lose work for the rest of the day, and a TWO WEEK service outage, not two days. I have paid $140 towards the bill which is generous and they will take care of the rest. 
  

  
  

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

• Initial Complaint

  Date:07/15/2024

  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 4th complaint and this company continues to fail me. After ongoing issues and working with their escalation team, optimum suggested that I go to the Fiber product so that I wouldnt have as much issues. This is the same suggestion they gave me months ago and I agreed. One day arrived to my house. I had to cancel the appointment because I didnt want them running additional cables on the side of my house. This time around, I agreed to have them install the Fiber and I would make all the cables available for them when they came to do the install. The agent who upgraded me told me that they could use the same Fiber that they ran in my house 6 to 8 months ago, unused. The day, after I upgrade, I see an optimum truck parked in my driveway running additional cables to my house. They didnt knock or notify me that they would be installing more cable from the pole to my house. Then called the company to ask them. Why are they on my property running additional cable to my house when theres already a brand new Fiber that they installed just hanging ready to be used. I also complained that they shouldnt be going on peoples property doing work without knocking or notifying the homeowner, I have asked him to remove unused cable from the side of my house and they have failed to do this. I have emailed de-escalation representative and he has not returned calls or emails regarding this matter. Optimum please remove your cables from my house and stop running cable to my house unless I approve it .

  Business Response

  Date: 07/26/2024

  Good morning,
   In response to the complaint, Optimum spoke with the customer on July 16th, 2024, regarding Issues with their Internet Service.

  
  7/17/24 - We spoke to the customer and confirmed the Installation Date for the switch from Co-Ax to Fiber. He also had concerns about an extra strand of fiber.
  7/18/24 - We requested an Investigation of the Issues with his current Internet service.
  7/21/24 Optimum Installed the new ************* and everything is now working correctly.

  
  On 7/26 I spoke to the customer and confirmed all services are working correctly. I applied credit for their Internet issues between 7/3 and 7/21.
  They were provided with our direct contact information should any further assistance be required.

  
  We trust that we have satisfied our obligations with respect to this complaint. If you have any additional questions, please feel free to contact us at ************. 
   Sincerely,  
  
  ***********************
  Executive Customer Relations
  ********************
  ******************************
  **************************************************
  
  
  If you have any difficulty reaching me, please email our management team at ****************************************