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

  200 Jericho Quadrangle Jericho, NY 11753

• 

  Altice USA

  40 Potash Road Oakland, NJ 07436

• 

  Altice USA

  685 Broadway Bayonne, NJ 07002

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

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: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. 

• Initial Complaint

  Date:06/27/2024

  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.

  On June 17, 2024, I noticed my Internet speed was running slow (aprx. 300 mbs download speed). I requested Optimum (Altice USA) ****nical support contact me which they did on June 18, 2024. The **** support asst confirmed he received similar readings from the modem provided by Optimum and stated he believed there was a signal issue. He scheduled a service **** to come to my home on June 20. The **** arrived at my home at the scheduled time at aprx. 1100 hours. He ran a line from the pole (not connected to my home) and obtained 300 mbs. In his words, we found a major problem. He photographed the readings he got from the pole and uploaded them to the next group to repair the pole. Adv. **** person called and asked me if the issue was resolved. I told her no. I explained why and she stated no escalated ticket was created. She stated she could not do that either the **** person would have to. I asked to speak with a supervisor, ticket #DSTX00198089119. I advised her I wanted to file a complaint and requested some action be taken. I explained the above and Op. knows I am not receiving the 1 gbps that I am paying for. She stated she would log the info and my complaint would be addressed in ***** hours. She also stated another **** would need to be scheduled to come to my home June 25. That was scheduled and confirmed. That did not happen. I spoke with another supervisor on June 24 who stated the above ticket number had no notes and was closed as repaired. I explained repeatedly since the **** came to my home Op. has called me 15+ times saying the original ticket showed repaired and were asking how my Internet was running. He said he would escalate a ticket and call me back on June 26 to verify the repair had been completed (usually w/in 48 hours). He provided ticket #***************. He did call back that day, no repairs completed. I asked when repairs would be completed and he stated he did not know. I have more to add.

  Business Response

  Date: 07/11/2024

  Optimum spoke with the customer on June 28, ************** their service issues in response to the complaint. An internet repair was completed on July 3, 2024, which resolved the problem. On July 8, 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: 07/11/2024

  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:06/27/2024

  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.

  Optimum/ Altice set up our internet connection. They left two speakers at my house with the **** router without giving us any information about them. We did not order them or ask for them. I thought that they were complimentary due to not asking for them/ordering them. When we moved and they came to install our wifi again, we received a ***** automatic withdrawal from our account due to a missing equipment fee. We never wanted or used this equipment, so we were only able to locate one speaker.

  Business Response

  Date: 07/11/2024

  Optimum attempted to reach the customer by phone on June 28, 2024, and July 11, 2024, but was unsuccessful.Upon review of the customers account, we would need to speak with the customer regarding their billing issue. ******************** has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:06/27/2024

  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 turned in our equipment to the Truckee, CA office of Optimum the morning of April 23rd 2024. My husband told the clerk at the counter that we were moving out that day and were stopping our service. She entered our equipment data in the computer and said You are all set. She did not tell us about having to call a disconnection department to cease service. We assumed telling the local clerk that we were moving and turning in our equipment was the correct notice. (And reasonable, as we could not use service without equipment). Our last bill was paid late April automatically. I received a late notice in **** that a payment was missed for *** from optimum via text and email. I called and spoke to 4 different representatives across 2 phone calls and 4 hours of time to resolve the matter. I was told that since we did not call to disconnect service that we were liable for the $133 for *** and **** services, despite evidence that we turned in our equipment April 23rd, that they confirmed they saw in the system. Their stance is that the disconnection procedure is clear on the website in terms of service. I checked the terms of service residential, and there is no statement saying that the customer has to call to disconnect service separately from turning in the equipment. We are also not held to any promotions that lock us into a term of service. I am disputing the charge and would appreciate assistance. We have not paid the bill as we do not believe we should be liable for it. I have attached my notice to our landlord with our intent to move out by *** 1st, as we had to break our lease due to health issues. I also attempted to attach our bill statement.

  Business Response

  Date: 07/05/2024

  In response to the complaint, Optimum spoke with the customer on June 27, 2024, and Advised that they never contacted the disconnect department to cancel the service. Optimum applied a credit to the account for charges that were incurred after the equipment was returned. Optimum provided our direct contact information to the complainant should further assistance be required. 
  . 
  

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I attempted to call ***** at Optimum today to follow up on a missed phone call from Friday July 5th, when he left a voicemail indicating he had information about my dispute, but no details. The voicemail when I called today said he was not available, so I spoke with another agent there, approximately 11:55am ET. She indicated my case was closed because I wasnt able to be reached Friday? I had one missed call from him. I asked her to have ***** call me. 
  
  I checked our Optimum account, and charges are still being posted and the account is open, despite my call to their disconnection services on June 20th confirming we wanted our account closed.
  
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 07/20/2024

  Optimum attempted to reach the customer by phone on July 19, 2024, and July 20, 2024, but was unsuccessful. Upon review of the customers account, the appropriate credits were applied to the account for services billed past May 7, 2024, the final date of the active billing period. The balance that is owed is for the final active billing period April 8, 2024- May 7, 2024. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:06/27/2024

  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.

  Allowing neighbor at ******************, to remote hack into my wi-fi router violating my privacy. For two years Altice has taken no actions to stop this white male from stalking and harrassing my Black Female Veteran household even after I have filed numerous privacy and safety violation complaints. Altice also has never provided me with a flat monthly rate for its internet services under its Optimum brand and has charged me additional fees without adequate disclosure. These fees included a Network Enhancement Fee or Network Access Surcharges.

  Business Response

  Date: 07/11/2024

  Optimum reviewed the customer's concerns and confirmed no impairments or impediments to Optimum's services. Optimum identified a billing error, made the necessary corrections, and provided the customer with a prorated credit for the verified error. The customer was provided with our direct contact information should further assistance be required. 

  Customer Answer

  Date: 07/12/2024

  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.    I sent an email earlier today which stated "Thank you for providing the free internet speed upgrade.  Unfortunately, changing the router last year did not resolve the issues of remote hacking, stalking, eavesdropping, spoofing, interferences, harassment,  privacy violations and other FCC, CFPB, FTC and consumer violations from 2022 to 2024.    Regarding the overbilling, I request an audit and credit for the following dates: 02/17/2024, 03/17/2024, 04/17/2024, 05/17/2024, 06/17/2024, and 07/17/2024, as well as any other dates that do not reflect the contracted amount of $40 per month."   Also, the $1 Million in compensation is for period 2022 - 2024 in Deer Trail.  Thank you.

  Respectfully,

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

   

   

   

   

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

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

  Business Response

  Date: 07/19/2024

  Optimum reviewed the customer's concerns and confirmed no impairments or impediments to Optimum's services.  Optimum has addressed the customers billing concerns in full. credits can be found printed *** the following billing statement. 

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   Altice has not fix the security issues, interference, remote hacking issues, and overbilling issues.

   

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

• Initial Complaint

  Date:06/25/2024

  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.

  On Sunday June 23, 2024 about 2:30PM our internet went down and was out until June 25, 2024 at 4:15 PM. Immediately following it down I completed the equipment reset process by unplugging & replugging back in equipment and as usual it failed to resolve the issue. Connected optimum tech support and he wanted to repeat the process using the reset button on the WiFi router but I told him I didnt want to move forward in the trouble shooting process as usually when I/we do it messes up the functioning services. So he kindly scheduled a service appointment for today June 25th 2-5PM. Coincidentally about 4:15 PM that day the internet is back up running. Cant help to ask whats the odds of not only that happening, not alone each and every time there is an issue of any type. Very extremely suspicious to me so I will be contacting agencies of which the BBB has kindly referred us going to and I am going to see if I can get an investigation opened up into optimum/altice one because sorry to feel this way but I believe the company is intentionally doing things and if that is so, thats just ____! This is an ongoing pattern and it needs to stop so I will take the appropriate action to see that it gets stopped. This BBB complaint is just the beginning to whats to come and hopefully assist me in getting an statement credit for the two more days without internet. Think were up to a grand total of 5-7 days calculating all the days together. I am fed up and will not stand for this nonsense no longer.

  Business Response

  Date: 07/10/2024

  Optimum attempted to reach the customer by phone on June 26, 2024, and July 10, 2024, but was unsuccessful. Upon review of the customers account, we would need to schedule a service visit to the customers home to further investigate their claim of intermittent Internet service.Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:06/24/2024

  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 notified Optimum in January or February 2018 that we would no longer require TV service. We returned all equipment. Unfortunately, we never realized that they continued to bill for basic cable (don't understand how since we no longer had the equipment needed to use the service). Optimum has acknowledged that we did in fact request service cancellation but, they don't know why we continued to be billed. We asked for a credit of some sort, perhaps to split the erroneously billed amount. However, after 1 hour on the phone, they told us they could only issue a credit back 60 days. While I understand my responsibility for reviewing bills, I did ask for the service to be cancelled and they continued to bill for a service we no longer had. I believe this is theft.

  Business Response

  Date: 06/26/2024

  Optimum spoke to the customer on June 26, **************************************************** full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 06/26/2024

  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 keep being told the same thing, you can only receive credit for charges incurred within 60 days. I understand they will not do anything further but, I am not satisfied. They are an untrustworthy company but, unfortunately, they have a monopoly.
  

  I do not wish to be contacted anymore by Optimum because they have made it clear they are unwilling to make this right.
  

   

   

   

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

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

  Business Response

  Date: 07/02/2024

  Regarding the rebuttal, the customer requested not to be contacted by ********************, which previously applied credit to the account for the billing issue. No additional credit was granted. We remain available should the customer require any further assistance.
  

• Initial Complaint

  Date:06/24/2024

  Type:Delivery 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.

  ordered service here on a whim looking for new internet. realized the next day the company seemed shady so i tried to cancel my service appointment the next day. had to jump through NUMEROUS hoops to cancel everything. The rep continued to push products and promotions after i continued to inform them i was not interested in ANY thing from the company at all. They also had me on hold for an absurd amount of time, I felt like they were hoping I would hang up since i would not accept the BRIBERY to stay with a company i had been with for all of two days. DO NOT GET ANYTHING WITH THIS COMPANY.

  Business Response

  Date: 07/08/2024

   Optimum attempted to reach the customer by phone on June 25, 2024, July 5, 2024, and July 8, 2024, but was unsuccessful. Per the customers request the pending installation order was canceled on June 6, 2024. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

• Initial Complaint

  Date:06/21/2024

  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.

  I am a customer trying to cancel my subscription immediately. They will not let me cancel. They say they can only cancel at the end of my billing cycle. I wish to cancel today June 21, 2024.

  Business Response

  Date: 06/25/2024

  In response to the complaint, Optimum spoke with the customer on June 25, 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 21, 2024, and their monthly billing period ends on the 15th of each month. Therefore, this customers account was entirely disconnected on July 15, 2024, Optimum provided our direct contact information to the complainant should further assistance be required.  

  Customer Answer

  Date: 06/26/2024

  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:06/20/2024

  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.

  On June 11th I received a call from ************. The called ID said **********************. When I answered, the gentleman alleged he was calling from optimum to help me set up a payment plan for my past due balance. I advised I never had an optimum account and he directed me to contact customer service to advise of the discrepancy. I then found a number on what I believe to be Optimums website *************). I went through the prompts and was connected with a woman. The call was approximately 50 minutes long and nothing was accomplished. I provided all of my information and was told there was in fact an account with my name, phone number and address. She placed me on multiple holds and then finally provided me with a reference number ********. She advised someone would contact me from their retention team within 73 hours (which I thought was strange). I asked if she could confirm who signed the work order, she would not say. I asked to speak to a supervisor because something wasnt adding up. She said that because I said the account was fraudulent they cannot send me a verification code and therefore I cannot speak to a supervisor. I then asked if she could transfer me to another representative and she declined. Strangely, the 210# called back again. When I asked what address he had on file, it was now different. The address allegedly linked to my name was **************************************. Its been over a week now and I havent received an update on the alleged account in my name. I dont even know if the people I have been speaking to are actually optimum. I would like some assistance in resolving this matter.

  Business Response

  Date: 07/02/2024

  In response to the complaint, Optimum spoke with the customer regarding the complaint on June 21, 2024. Optimum disconnected the account and applied credit to zero out the balance. The customer has our direct contact information should any further assistance be required.  

  Customer Answer

  Date: 07/02/2024

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