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

5,855 total complaints in the last 3 years.
1,749 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:06/13/2024
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 keeps attempting to charge me a monthly fee despite cancelling service months ago via phone. Equipment has been returned and service is no longer being provided. I wish to have bills stop being sent to my home and for this to be resolved permanently.
Customer Answer
Date: 06/13/2024
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:06/11/2024
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.
I am having issues with this returning equipment and getting clear instructions on how to send it back. I am being charged for what I&#**;ve been told are late fees but I don&#**;t even have service at the moment. I asked to speak to a supervisor and they refused to transfer me. I am now being told I owe $400 when I just made a payment in May.
Business Response
Date: 06/24/2024
In response to the Complaint, Optimum attempted to reach the customer on June 12, 2024, regarding the complaint. Optimum emailed the link for equipment return labels, received the equipment, and removed the equipment charges from the account. ******************** also removed the last late fee that was charged. The customer has our direct contact information should any further assistance be required.
Initial Complaint
Date:06/10/2024
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.
A tree fell and knocked out the power and cable in my neighborhood on the 7th of June. That evening, AEP came and cut the tree from the lines and fixed the power. I called Optimum and informed them that their data line was down on the ground and it posed a safety concern for anyone in the area. AEP or emergency services should not be responsible for taking care of a internet service providers equipment! After being tossed back and forth between their abysmal customer services representatives, I finally got someone to schedule a tech to come out on the 10th. Reasonable lag time, three days. After waiting all day on the 10th and not seeing any service techs, I get a call asking if my issue had been resolved. I replied "no" and was immediately rescheduled to the 28th of June. That's 21 days total with no internet service. I personally will be fine because I have cellular data but I'm doing this for my neighbor. Hes 83 years old and his life consists of very few things now a days. The one favorite thing that he likes is sitting down at 5pm and watching his news and continuing on with his other favorite shows. Its one little enjoyment he gets in life anymore. Optimum, which is ultimately Altice needs to pro rate everyone affected and be penalized for treating its customers this way. They have a monopoly in WV and know that people can't do anything about it.
Business Response
Date: 06/14/2024
Optimum spoke with the customer on June 11, 2024, regarding their service issues in response to the complaint. A service visit was completed on June 13, 2024, where the technician repaired the outside wiring to resolve the problem. On June 14, 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: 06/21/2024
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 would like to update that I am satisfied
*************************
Initial Complaint
Date:06/10/2024
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 have been having extreme packet loss over my brand new fiber connection from optimum. I have shown them logs confirming this is the case, and that there is a problem at the local node, but they refuse to send anyone out to even look at the issue. I am consistently at over 35% packet loss even when my internet is connected, and at worst gets up to 60%! I have had basic home installers come out who tell me everything is fine and leave, and nothing gets resolved. I feel like I am being stolen from with all the money I pay for this internet to have half of the traffic never make it out, causing my internet to constantly disconnect. Weve been a customer for over 20 years to be treated like this is inexcusable.
Business Response
Date: 06/17/2024
Optimum spoke with the customer on June 11, ************** their service issues in response to the complaint. A service visit was completed on June 17, 2024, where the technician swapped out the equipment to resolve the problem. On June 17, 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: 06/17/2024
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:06/07/2024
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.
In May, I called optimum to disconnect my landline. The rep told me that in order to this, my landline needed to be transferred to an optimum mobile service. I told him that I already have a cell phone and that I don't need this. Nevertheless, they sent a device and activated a service I never wanted. I promptly returned the phone, having never used it and in it's original packaging. They are now charging me a $50 restocking fee and still have the service active. I want to cancel the service and have all monies returned but they are not complying.
Business Response
Date: 06/10/2024
In response to the complaint, attempted to reach the customer on June 7, 2024, regarding their poor experience but was unsuccessful. On June 10, 2024, Optimum spoke with the customer and addressed their billing concerns in full. Optimum has provided our contact information should any further assistance be required.
Customer Answer
Date: 06/10/2024
Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:06/06/2024
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.
After contacting them multiple times to cancel my account, I was billed a new cycle -. My first contact with them was on 5/5 and was told to call, when calling, I was put on a very long hold that eventually disconnected. The same occurred on 5/6. I tried again the next day or two.I finally got through on the 9th and canceled, and on that call was told that the new cycle had already been made, but once the bill is made I can reach back out and get it refunded/credited.I reached out multiple times, the first person said that I would get the credit, and a new bill would be issued, but when the new bill came, it was only discounted by $10 - not sure how/why they would do that.Later chats they said there is nothing for them to do.They threatened that if I didn't pay it would hurt my credit score, so I just paid and am hoping that BBB can help me recoup the $89.73 I paid.Thank you.I am attaching a chat log which shows my initial contact with them on 5/5 as well subsequent chats.
Business Response
Date: 06/07/2024
Optimum spoke to the customer on June 7, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
I was told that because my account has now a negative balalce, that they'll send me a check in 30 days.

Sincerely,

*************************
Initial Complaint
Date:06/03/2024
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.
This is in regards to damage done to my new siding during installation. The cord was placed zigzagged along my home and up a window casement which can cause leaking. We have called optimum internet service s several times, had a "supervisor " come out to assess the damage. The supervisor told us it was done absolutely wrong! We were told optimum use s 3rd party installers and that they would reach out to us. This was over 6 months ago. I called April 2, explaining this all over again. Only to be told it would be escalated and someone would reach out to us.Today I called again, explaining everything only to be told they had no record s, I sent them snaps from all conversations thus far. Proving this on going battle. An hour later I'm being told it's being escalated and someone will get back to me. I've been patient enough so I'm now asking for help.
Business Response
Date: 06/17/2024
In response to the Complaint, Optimum attempted to reach the customer on June 4, 2024, regarding the complaint but was unsuccessful. Optimum spoke with the customer on June 17, 2024, and they advised they would get an estimate for the repairs and provide it to Optimum. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 06/22/2024
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:

[Your Answer Here]
Still waiting on an answer regarding damage to siding I received an estimate and forwarded it to ***************************, and emailed optimum on Friday 2x. Still waiting on response. We ve yet to have someone come out, and we're told to get an estimate. So this is still not resolved.
Optimum is Definitely not taking this seriously, they are all talk and no show.

thank you
******************************;

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

Sincerely,

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

Business Response
Date: 08/21/2024
Optimum spoke to the customer on August 20, 2024, and addressed the customers damage concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 08/21/2024
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:06/01/2024
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 got the money as AUTOPAY from my **************** Card as usual on 4/10/2024.I requested to disconnect my service effective 3/30/2024 and returned all the equipment on 3/29/2024 at ********I called on 4/3/2024, and was being told that the account has been closed and won't be charged on 4/10/2024 $ 107.96.Optimum went ahead and charged my account with ****************.Since that time I called on 4/10/24 spoke to **** and her supervisor *****, 4/21/24 spoke to ****** and his supervisor ***, 4/29/24 with ******************** with assurance that I would be refunded to my Credit card, **************** within one month. I received email on 5/2/24 that refund of $118.48 has been processed.So far Optimum has not credited my account after a month. Spoke to ******* and her supervisor ******* on 5/28/24 and I was being told to call a new number and give my identity to "GET SOME KIND OF CARD" to get my money back. Each and every time, I was given different answer means all were lies as I haven't gotten my refund credit.These were all lies as my money must have been refunded to my **************** account, which was used for Auto Pay. With AUTOPAY, Optimum employee have been telling lies while Optimum told that refund has been processed.
Business Response
Date: 06/04/2024
Optimum spoke to the customer on June 3, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 06/09/2024
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 dispute is related to my refund. Before accepting, I need to wait for 10 -15 days business days till I get the refund, as promised by the representative on June 3, 2024.

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

Sincerely,

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

Customer Answer
Date: 07/01/2024
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 I had complained in the beginning that Optimum has not refunded the money and so far it has not changed.

The latest email I received was from one Specialist Executive Customer Relations from ******************** on June 26, 2024 which was out of my multiple phone calls and emails. Latest email from June 26, 2024, Good afternoon, Im going to get with our refund team on this and will follow up.

This was another promise like previous ones that we would refund.

My answer is simple, Send me the refund or credit back to my account you charged from. I dont need extra phone calls or emails with false promises.

If I had not paid the companys bill in time, my account would have gone in collection and to get my refund I have to waste my time and energy. Absolutely ridiculous.

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

Business Response
Date: 07/11/2024
Optimum spoke to the customer on July 11, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Initial Complaint
Date:05/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called on 5/31/24 to cancel my internet service due to I am moving out of the country for work. I also turned in my equipment to the local optimum office on 5/31/24 by which I was provided a receipt for the returned equipment and told I needed to call to cancel the internet service. When I spoke with ****** from a call center in ********, (her accent was very hard to understand and I had to ask her to repeat herself several times) she asked for my reason to cancel service. I told her I was moving out of the country. She then proceeded to tell be about giving a discount if someone else in the household would keep the service. I told her no one will be there. She said she understood, put me on hold. She came back and said well she could reduce the amount due every month if I keep the service. I again proceeded to tell her, no one is going to be living in the house because it will be for sale. She again said she understood and put me on hold again. She came back to the line, then said my billing cycle will end on 6/19/24 and the internet will still be active until then. I will receive a bill for that and will have a balance to pay. She stated it was company policy. I told her again no one will be living in the house to use the service. I told her that was wrong and due to me paying the bill of ***** on 5/31/24 the service should be canceled. She again said there was nothing she could do because it was company policy. I asked her about speaking to a supervisor, she said it would be pointless because they would not do anything and tell me it is company policy. She said she could add my complaint to the comment section but that is all. I told her that was not going to solve the problem. She said do I still disconnect the service? I told her yes. She then said she canceled the internet and I will receive a bill for ***** that will be due. I am leaving the country for work and would like this to be resolved. I should not be receiving a bill after cancelation.
Business Response
Date: 06/12/2024
In response to the complaint, Optimum attempted to reach the customer on May 29, 2024, and explain our Disconnect Policy, which states that service disconnections are effective on the last day of their then-current billing period but was unsuccessful. Our records indicated that this customer requested to disconnect service on May 29, 2024, and their monthly billing period ends on the 19th of each month. Therefore,this customers account was entirely disconnected on June 19, 2024 Optimum provided our direct contact information to the complainant should further assistance be required.
Initial Complaint
Date:05/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to cancel my service Internet with optimum. I scheduled the stop date for May 31. They stopped the service At 11 AM on May 31 which is not a full 24 hours. They insisted on the phone call yesterday. They are going to continue to bill me until June 19 the billing. This is fraud and theft. I will not be paying the final balance because it is fraud. Im disputing future charges.
Business Response
Date: 06/13/2024
In response to the complaint, Optimum attempted to speak with the customer to explain our Disconnect Policy which states that service disconnections are effective on the last day of their then-current billing period. Those attempts were unsuccessful. Our records indicated that this customer requested to disconnect service on May 29, 2024, and their monthly billing period ends on the 19th of each month. Therefore, this customers account will be entirely disconnected on June 19, 2024, Optimum provided our direct contact information to the complainant should further assistance be required.

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Altice USA is NOT a BBB Accredited Business.