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

  40 Potash Road Oakland, NJ 07436

• 

  Altice USA

  2137 Hamilton Ave. Trenton, NJ 08619

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

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  Altice USA

  2909 Washington Rd Parlin, NJ 08859

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:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent a total of 6 hours over 2 days trying to cancel my Optimum Cablevision television service. I am paid in full until January 16, 2025 and no longer want the service. I got the run around for all 6 hours and finally spoke to a live agent who after 20 minutes assured me my service was finally disconnected and cancelled. I was instructed to return the equipment back to my nearest facility within 7 days. My husband went to return the equipment within the hour and they refused the return of the equipment saying our account still showed as being active. The customer service *** would not assist in rectifying this problem. Now I have reached back out to Cablevision's customer service via chat and at first the *** said he could help, but all they wanted to know was why I was cancelling. I stated I no longer need the service. Then he instructed me to call again tomorrow during business hours, on January 7, 2025.

  Business Response

  Date: 01/12/2025

  In response to the complaint, Optimum spoke to the customer on January 7, 2025, and addressed all their service and billing concerns in full. On January 12, 2025, Optimum was able to verify that the account was disconnected and there were no remaining charges left on the account. The customer was also provided with our direct contact information in case any further assistance is required.  

• Initial Complaint

  Date:01/06/2025

  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.

  This is an ongoing issue. My internet/cable/phone service goes out at least once per month. I am currently spending $238 per month for these services. Approximately 2 months ago, my service went out and I work from home. I lost 2 days pay and the company compensated me $7.70. My home alarm system is connected to the telephone and this places me at risk of being burglarized or physically harmed. I cannot work without internet service which is how I pay my bills. This last outage began Thursday, January 2, 2025. A technician was supposed to come out on Saturday, January 4, 2025. I was told only after phoning the company to confirm this appointment, that the appointment had to be rescheduled. The next available appointment would be Tuesday, January 7, 2025. This is unacceptable. I need something to change.

  Business Response

  Date: 01/20/2025

  Optimum spoke with the customer on January 7, 2025, regarding their service issues in response to the complaint. Upon review of the account/According to our records, a service visit was completed on January 7, 2025.The customer reported service issues have been resolved. Optimum advised that 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: 01/21/2025

  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:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a service appointment for Sunday , December 29 from 8-11 am No one showed up. I contacted Optimum at 11am. I was promised that a technician would come. Also that there were 4 people in front of at the time. Waited until 1 pm Again contacted Optimum and was told that I would receive a call from the technician in the next 30 minutes. Also that there are now 5 people in front of me at this time. How does 4 at 11am turn into 5 at 1 pm? I received no call at 1:30pm All I am getting is the run around and lied to by every online chat agent! I have now waited over 6 hours for a 8 am appointment. My time is just as important and valuable as theirs and anyone elses. Their technician NEVER showed up that day. So basically I spent 9 hours waiting for nothing. This company used to be Suddenlink. The changed their name to Optimum. Great choice as they ARE the Optimum LIARS!

  Business Response

  Date: 01/09/2025

  In response to the complaint, Optimum attempted to reach the customer on January 7, 2025, regarding the complaint. Optimum applied a credit for the loss of service. Optimum provided our direct contact information to the complainant should further assistance be required. 
  

• Initial Complaint

  Date:01/02/2025

  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.

  I requested a call back on 1/2/25 to cancel my internet service and close my account. My call back was over two hours later. When I was called back your representative took all of information and then said she had to transfer me for "final closure". I have been on hold now for an hour. This is completely on purpose so I do not close my account. I expect my account to be closed as of today.

  Business Response

  Date: 01/16/2025

  Optimum spoke to the customer on January 3, 2025, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:01/02/2025

  Type:Order 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.

  The company, Optimum cable, does not allow customers to cancel service!! I believe they deliberately block such attempts, based on my experience in the attached letter. Thank you.

  Business Response

  Date: 01/03/2025

  In response to the complaint, Optimum spoke to the customer on January 3, 2025, regarding the complaint. Optimum removed TV and phone services and applied a new promotion for internet only. Optimum provided our direct contact information to the complainant should further assistance be required. 
  

• Initial Complaint

  Date:01/02/2025

  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.

  I have cable/internet service with Optimum Cable and my billing cycle was from 11/16/24 to 12/15/24 and I prepaid for the month in advance. On 11/30/24, I called customer service to put a hold on my services as I would not be at the address for extended period of time. I was told that it was allowed and I would receive partial credit for the time service would be suspended that being 12/1/24 to 12/15/24. Instead of receiving the credit, I was billed again for the following month from 12/16/24 - 1/15/25. I immediately called Optimum on 12/12/24 and was told by the **** named Doaa, and was told that she would reverse the bill and have a zero balance and then place the credit for me. I checked my account and she never did that and I was charged a late fee. I tried calling customer service again today, 1/2/25, and the agent told me the billing department was too busy to take my call.

  Business Response

  Date: 01/10/2025

  Upon review of the account the customer called in to disconnect service on November 30, 2024 and was advised against disconnection. The agent misinformed the customer of the terms of the seasonal service suspension and placed the customer on seasonal service. ******************** spoke with the customer on January 10, 2025, regarding their billing concerns in response to the complaint. Optimum disconnected the customers service as requested and revised the bill. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

  Customer Answer

  Date: 01/16/2025

  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:

  Still waiting for Optimum to return the partial credit back to the original form of payment, which would be my credit card.

   

   

   

   

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

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

  Business Response

  Date: 01/23/2025

  Optimum attempted to contact the customer on January *********, and January 23rd, 2025, regarding the refund balance in response to the complaint but was unsuccessful, leaving voicemails and e-mails.Upon review of the account, ******************** has successfully mailed out a refund card and will arrive within 7 to 10 business days. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:12/31/2024

  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.

  OPTIMUM INTERNET service " have been doubling my bill for 14 months. (300 speed + 500 speed) (need 300 speed only). The staff in *********** office here are WONDERFUL! >*****, she caught this error over 6 months ago and Optimum said they would credit me, never happened; now its been over 14 months!. The ******** office here, where I live, cannot correct this problem on their end, so they told me to call #************, which I have done MANY times. My monthly charge is an automatic debit. I tried Cable for ~ 1-2 months during the election, but I don't watch TV so I cancelled it. Now several other problems are occurring. My internet is suppose to be $45.01, as it has been for ~ 3 YEARS. One man from this optimum # said my next bill would be $119.95 Just For The Internet, but only for 1 month. WHAT?!? Last month (Nov) they charged me $89.99 for internet. All in All, Optimum owes me $564.98. I requested a Check to be sent to me, Not to "credit" my account. As of today, they owe me more...12/29/24 they took $50.12 ! for what? I have called them MANY MANY times and have asked them to please record my message or takes notes. I was told by the last Optimum man that No Notes have Ever been taken re: my concerns, so I've had to repeat this Same story with Every phone call. I requested to speak to a manager, how about the CEO? No response except One time, when I left a bad review, a woman called, but her voice was soo soft, I couldn't hear or understand her, I listened 5x, so I could never call her back. Optimum has No record of this call. I am 69 yo, retired, receive very little retirement $ + S.S $. They are taking my money and I have absolutely No control over this situation, and I was afraid that if I cancelled my service, that this would Never get resolved, plus, there are very few services here, small little mountain town, I can't afford the others. Please help me. My cell # is ************ (my only phone). Thank You Very Much!!! Sincerely, ******

  Business Response

  Date: 01/10/2025

  Optimum spoke to the customer on January 2, 2025, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:12/30/2024

  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 customer service and follow the prompts to downgrade my service, I continue to wait for 30 to 40 minutes per call 3 times only to get someone who cannot complete my downgrade and transfers me to another that cannot either. This happened to me repeatedly today. They also make it impossible to return the equipment and cancel at a local Optimum store. I am in a vicious circle and they wont let me out. This is very frustrating and unfair to customers. How can I get some help to expidite my request to Optimum?

  Business Response

  Date: 01/13/2025

  In response to the complaint, Optimum spoke with the customer on January 13, 2025, **** services have been downgraded. Optimum provided our direct contact information to the complainant should further assistance be required. 
  

• Initial Complaint

  Date:12/27/2024

  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.

  I recently had a new cable box installed on my main box only 2 months ago. The remote part of my preimum package plan stopped working correctly. Then another remote stopped working for another tv. They made me go get a new remote after spending hours trouble shooting and saying they couldnt send one.I trouble shooted for hrs. and to no avail on one of them. They sent one then when they said couldnt.? They sent the wrong remote 5 days later on Christmas Eve when needed it working. Spent another 2 hours trouble shooting/rebooting It wouldnt work. I finally get an appointment for a technician to come out 3 days later after that. He fixed it in 10 mins saying essentially time wasted. They had also set up that appointment without my permission after I changed the time due to an emergency was it deliberate to try to charge for me not being here when they show up according to policy, luckily I was home. Did they use my identity to set up an appointment without my consent to try to extort money from me on top of all the other problems with there service to try not to compensate me? When all was finally fixed they said they would compensate me $22.00 when I was without tv for over 10 days and the other remote for 24 hours before we knew about the second remote. They told me $10.00 for 24 hours. It should be closer $ ****** according to there math of $ 10 per day.

  Business Response

  Date: 12/30/2024

  In response to the complaint, Optimum spoke with **** ***** on December 30, 2024, and addressed all their service issue concerns in full. **** ***** was also provided with our direct contact information in case any further assistance is required.  

• Initial Complaint

  Date:12/27/2024

  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 recently got mobile phone service optimum I already had home internet with them & was going to cancel my internet service with them until I spoke with an agent name ***** She's the agent that convinced me to stay with optimum & get mobile service I spoke to ***** on several different occasions by phone ***** helped me get a free phone & told me she would apply a $300 credit to my account also told me my monthly phone bill would be $1 She asked me if I wanted the credit applied to my account immediately or next bill cycle I said immediately We discussed a **** card I'd receive for $200 She told me the **** would be sent after a few *********** depends on me not making any changes to my account & late payments She said I didn't have to worry about that because she would be applying the $300 *********** wouldn't affect me getting the **** because the credit that was suppose to have been applied immediately would cover that ***** promised alot & also helped alot I was very pleased with her customer service I haven't even had the phone service 2 ************ issues arose I woke up to an email saying my balance for mobile is $47.27. Why is it a balance & a credit was suppose to be applied?! ***** said that she'd apply the credit immediately & the $300 was the most they can give customers I got in ******************** chat immediately to discuss the error I was told a credit couldn't be found on my account I also told that the $1 promo for the mobile wouldn't be applied until 1 or 2 billing cycle ***** never mentioned any of that to me I asked this agent on chat to transfer me to a supervisor He did not & gave me a number to call I call the 800 number & spoke to a gentleman who looked up my account today & he told me ***** didn't merge my ***************************** internet together as she was suppose to There were 2 seperate accounts under my name that he pulled up He told me a credit wasn't on my account He said that the **** I'm supposed to receive is only for $100 not $200 At this point there

  Customer Answer

  Date: 12/31/2024

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