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

5,858 total complaints in the last 3 years.
1,742 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:07/13/2024
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 wouldn't cancel our account and hung up on us
Business Response
Date: 07/24/2024
Optimum attempted to reach the customer by phone on July 15th, 2024, but was unsuccessful. Upon review of the complaint, Optimum would need further information to assist the customer. ********************'s subsequent attempts to contact the customer on July 18th, 2024, and July 24th, 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:07/10/2024
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.
On May 10th I ordered two phones one for me and one for my friend. They ended up being the wrong phones so when they attempted to deliver them we refused. The company acknowledged they received the phones back. I have tried since May to get my money back to no avail. I paid $420.75 on May 10,2024 and $61.05 on May 29,2024 since then they have been taking $61.05 bringing the amount to around $550.00. I have called them over and over and they keep telling me it will take **************************************************************** to one. Im tired of paying for a phone that I dont have. Can you please contact them and find out why Im not refunded my money.
Business Response
Date: 07/16/2024
Optimum attempted to reach the customer by phone on July 11th, 15th, and July 16, 2024, but was unsuccessful. Upon review of the customers account, ******************** has applied a refund to their cards.The customer has our direct contact information should any further assistance be required.
Initial Complaint
Date:07/10/2024
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 have had issues with our cable for many years and have had technicians out until one finally told us that we should look for a different provider because there was nothing else they could do. We finally were able to get a different provider and called to cancel our VERY expensive service. It took an HOUR because they had to begin the process, then transfer and they all kept trying to talk us into staying. We were unable to cancel today, according to them, but must pay through the end of the month. At the end of the call, I was told we would need to return 3 boxes. I advised we do not have 3 boxes, we have only ever had 2 boxes. We only have 2 TVs. He kept insisting we have 3 boxes and that I should try to find the 3rd one. I advised that I cant find something we have NEVER had. So Im expecting issues with that.They have always been SO difficult to work with. We are dropping off our equipment today at the nearest office.
Business Response
Date: 07/11/2024
Optimum spoke to the customer on July 11, 2024, and fully addressed the customers account and billing concerns. We remain available should the customer require any further assistance.
Customer Answer
Date: 07/16/2024
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:

she did not thoroughly go through anything at all with me. Furthermore, she continually asked why I havent called customer service back recently if our service was terrible I explained that the the last serviceman informed he he had replaced all the cable into our home and there was nothing else he could do and that if problems continued we might want to look for a different provider. Why would I continue to call customer service?? Oh, because the lady said we could have escalated it. This option was NEVER provided to us when we had so many issues. In fact, after specifically requesting that a certain serviceman not come back because quite honestly, he was creepy, THEY STILL SENT THE SAME ONE and my husband had to go out and tell him that we were requesting a new serviceman. Yet, according to her, they could have escalated it and sent out someone else. You wouldnt even send out someone else when I requested it. Furthermore, we have paid for months for an HD box that one serviceman put on at one time, and the next time, removed it. It has still been here, not hooked up because the SERVICEMAN disconnected it! But according to her, we can only dispute charges within the last 30 days. Unbeknownst to **, we have been being charged for HD never realizing it was this tiny box that the serviceman disconnected and left here! Furthermore, we are unable to cancel in the middle of a month, but instead must pay for the entire month, no matter when we request service.
oh, but she did apologize for it taking an HOUR to get our service canceled. She said I realize it can seem like harassment. Yes, thats EXACTLY what it seems like. So I suppose that apology and the promise that they would handle that internally are enough of a resolution for optimum. Well its not enough for this former customer of TWENTY EIGHT YEARS!

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

Sincerely,

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

Business Response
Date: 07/23/2024
Optimum spoke to the customer on July 17, 2024, and fully addressed the customers account and billing concerns. We remain available should the customer require any further assistance.
Customer Answer
Date: 07/23/2024
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:

All they did to address any concerns was say oh well..we could have tried this (but they didnt, and it was not an option offered at the time). And thats in the fine print of your contract. And were sorry trying to cancel service for an hour seemed like harassment. I mean, the customer service agent continually insisted on knowing what company we were switching our internet to. Even after I explained that my husband had to leave to have a cardiac stress test, they continued to draw it out and then transferred to a second person JUST TO DISCONNECT. They have done nothing whatsoever to address any concerns other than to blow smoke.
i am SO glad to be done with optimum and I would never ever recommend them to anyone

***********************
Initial Complaint
Date:07/09/2024
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.
On, Oct 20, 2023, I returned a cable box to an Optimum Cable (Altice) retail store and got a receipt.In Dec, 2023, I started getting charged $12.00 additional dollars per month, as though I still had the box which had been returned.In Jan 2024, I received an email from Optimum stating that I had returned the box and that going forward my amount would be reduced by $12.00. However, the extra charge was still included on my Jan 2024 bill. In Jan 2024 I began reaching out to customer service, to have this charge removed. I reached out again via chat in March, June,and July of 2024. Each time I was promised the extra box would be removed from my account and that I would receive a credit. On my most recent chat today, the customer service *** told me that she had removed the extra box from my account and could issue a credit of $36.00. I said to date, the amount I have been charged is $96.00 so $36.00 is not the correct amount. The customer service *** then asked me to reach out another time so someone could look into the credit.This experience is exhausting and time consuming and is frustrating me very much. It is not acceptable to overcharge someone, take forever to clear up the charge and then claim to be unable to do anyting about the extra charges.
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.
Customer Answer
Date: 08/24/2024
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.

I can now confirm I have received the credit I was seeking, the erroneous charge does not appear on my current monthly statement and at this time, the matter seems to be resolved.
Thank you!

**********************;
Initial Complaint
Date:07/07/2024
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 had nothing but problems with optimum. They have a monopoly on the area I live in & I cannot find any other company to provide internet services. Last year I had written a report about the services & how they were effecting me, my job work from home job. I can barely pay my bills due to the shotty service. I spoke to people in the executive department & was Locked into $25 pride guarantee for life due to the terrible **************** of complaints. A month later optimum called me & told me for no extra cost I could get fiber optic services & would still be locked into the same price guarantee. I havent received any bills for a very long time until today. Today my bill was $45. I am not ok with this. I was permanently locked into a $25 a month price guarantee due to the amount of issues that occur using optimum services & since I was told that would be my permanent price I expect to relieve a back credit for the additional $20 I was made to pay this month & moving forward I expect the $25 bill I was guaranteed. I asked the agent 3 times before committing to fiber optic. Of course as usual the people optimum has calling & in their call center in general ****** speak English so calling today was a nightmare & calling & speaking to optimum is always a nightmare. They seem to be outsourcing the call-center and its extremely difficult to not only communicate but deal with so I no longer have the emotional bandwidth to continue calling every time there is an optimum issue. The amount of times I have had to call in the past has taken a severe toll on my mental & physical health. Please fix this issue. Thank you.
Business Response
Date: 07/20/2024
Optimum attempted to reach the customer by phone on July 9, July 13, July 19, and July 20, 2024, but was unsuccessful. Upon review of the customers account, a ******** discount was applied in January 2023 and expired in January 2024. The customer Fiber promotion remains unchanged. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 07/20/2024
Better Business Bureau:

I was quoted $25 per month & I am being charged $45 per month. I would rather downgrade from fiber optic back to the regular services since the fiber optic service is worse than the original service that cost $25. I tried call back before you sent this response. You cant offer me a $25 per month promotion & then expect me to pay $45 per month.

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]

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

Sincerely,

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

Business Response
Date: 07/31/2024
Optimum spoke to the customer on July 26, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 08/05/2024
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:

As usual optimum doesnt keep their promises or deals that they made to customers.
*****************************
Initial Complaint
Date:07/07/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having a problem since I opened my account with ******************** allowing a third party to dox and hack me offline, persistently. I had to buy my own equipment, but Optimum is facilitating this crime against me. And I tried to cancel, they offered me 2 months free, and now after I have cancelled this account because these persistent problems were never resolved, they insisted that my service was paid for up to 7/7/24. And that was the date of my cancellation, but now they are billing me after the fact. And I dont owe optimum anything, because I never even got the 2 free months, they charged me 7.45 on my last bill so I complained and cancelled, and now they are trying to bill me ***** to cancel my account, I would have cancelled 2 months ago, had I known they were lying to me to keep me paying for something when I wanted to cancel long ago. I had to remove my bank account from their app, to stop them from taking this ***** out of my account, because two months were supposed to be free as per ****. And that never happened, all they have done is lie to me, and let some outside party control my computer, my apps, and my phone. Please investigate this criminal company that is robbing their customers of privacy and also of internet that is our right to have, without all these problems. And its illegal to charge someone after they already said they wanted to cancel, optimum said i was paid up in full until today which is 7/7/24, and now they are trying to charge me after the fact. Please intervene, I dont want this on my credit report, because I always pay all my bills on time, and this is wrong on the part of optimum to deliberately harm their customers who have had enough of their crappy services. Thank you very much.
Business Response
Date: 07/13/2024
In response to the complaint, Optimum spoke with the customer on July 9, 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. The customer contacted ******************** on June 10, 2024, and requested their services be disconnected. Optimums agent explained that their account would be disconnected request on July 9, 2024, since this was the last day of the billing period. The customer spoke with ******************** on July 8, 2024, to dispute Optimums disconnect policy and final balance. As a one-time courtesy, the agent disconnected the customers account effective July 8, 2024, and applied a one-time credit to their account to remove their final balance. Optimum provided our direct contact information to the complainant should further assistance be required.
In response to the complaint, Optimum spoke with the customer on July 9, 2024, and explained our Disconnect Policy and advised their account with ******************** is no longer active.
Customer Answer
Date: 07/13/2024
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]
The truth is that I have been relentlessly hacked while using OPTIMUM and they never did anything about it and then they promised me two months of free Internet to keep me as a customer and try to resolve the problem. I did not get the two months free the first month was free. The second month they charged me $7.35 so then I tried to cancel it again And they dragged it on. They didnt even shut it off until the 11th of this month cancel policy did not apply in my case because I was supposed to get two free months and I never did. They actually owe me $7.35. they lied to me on the phone , this company is unscrupulous and they are committing fraud

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

Sincerely,

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

Business Response
Date: 07/17/2024
In response to the rebuttal, Optimum spoke with the customer on July 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 June 10, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was fully disconnected on July 7, 2024. Optimum applied a one-time credit to their account to remove their final balance. Optimum provided our direct contact information to the complainant should any further assistance be required.

Customer Answer
Date: 07/17/2024
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:
Please tell OPTIMUM to stop contacting me. All they are is trying to tell lies and cheat their customers out of money and I dont want any further contact with OPTIMUM. They are committing fraud and they need to be investigated. Please tell them to stop contacting me by email and phone they are now harassing me with phone calls and messages every day and this will never be resolved because theyre lying and cheating and stealing from their customers. Please investigate ******************** business dealings with their customers. They are also letting a third-party hack their customers I have been complaining about this for years
*******************
Initial Complaint
Date:07/02/2024
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.
CONNECT SERVICE 6/18/2024 $200.36 6/14/2024 CALLED ************** -- To request DISCONNECTION OF SERVICE, because my mother passed on 5/30/2024. He told me what I needed to do to disconnect service. I drove 40 miles to ********** to pick up the equipment and took to the store in **********, **. Paperwork I have for the disconnect Service is Schedule for 6/18/24. Recurring payment was not stopped at the Bank, so on 6/21/24 a payment of $200.36 was taken out. I called on Sunday, 6/30/24 to find out went I would be receiving a partial refund. The supervisor told me that the amount was correct and there would not be a refund. The bill I have stating service is from 6/14/24 7/13/24.I believe I need a partial refund.Supervisor on Duty at Optimum at that time says there is no refund promised.N/A
Business Response
Date: 07/11/2024
Optimum spoke to the customer on July 11, 2024, informed a refund check has been mailed out and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 07/15/2024
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:06/29/2024
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 complaint is in regards to internet services provided by their company under the name "Optimum". I have contacted them numerous times to cancel my service, both at my home and at my business, and they absolutely refuse to cancel, despite there being no contract in place. I have put a stop payment on all charges from them, but they continue to send me email notices about my account being past due. I began the cancellation process with them on June 5th and have made multiple phone call, totaling HOURS of my time, since then, all to cancel my 2 lines of service with them. I also went in to their physical location. They just absolutely refuse to cancel my service, and I am at a loss for what to do at this point. My purpose for filing this complaint is to have legal documentation of what has occurred, in case they decide to pursue collections on this issue, or it affects my credit score.
Business Response
Date: 07/01/2024
Optimum spoke with the customer on July 1, 2024, regarding their disconnection request.Optimum confirmed that both the residential and business accounts were disconnected as requested. The Business account was adjusted to June 18, 2024, the final date of the active billing period. Due to the pending port to a new phone carrier,the disconnection was delayed in entering. The residential account was disconnected accurately, and the remaining balance owed for the final billing period was found to be valid. The late fee associated with the final balance has been waived. Interactions leading to the complaint will be reviewed and handled internally. The customer has our direct contact information should any further assistance be required.
Initial Complaint
Date:06/28/2024
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.
In March I was told that my bill would be $98 a month for tv and internet after a $30 ACP (affordable connectivuty program) credit was applied every month . Starting in april. this was never applied and my *******************.continued to be over $200. Wgich resulted in my account balance getting to be over $800. I was never gave the monthly amountbof $98 and was continued to be billed over $200 a month. On june 25 2024 my tv services was removed from my account without my permission I spent hours on the phone with customer service and still no resolution. I have asked taht the difference in monthly billing be credited to my account and tv servives be added back and I cam not get any help.
Business Response
Date: 07/15/2024
Optimum spoke to the customer on July 15, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Initial Complaint
Date:06/28/2024
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.
Right now my Internet is out. No outages are ever reported on the public website. Customer support options are fake delays and never resolve anything. What is actually going on is entirely opaque. I pay for a premium tier of service.
Business Response
Date: 07/03/2024
Optimum attempted to reach the customer by phone on June 1st, 2nd & 3rd but was unsuccessful. A known outage was resolved and completed on June 28, 2024. 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.

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Altice USA is NOT a BBB Accredited Business.