Cable TVs
Altice USAThis 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
- 5,821 total complaints in the last 3 years.
- 1,748 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/20/2024
Type:Service or Repair IssuesStatus: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 February 2024, I reached out to Optimum Business internet, a brand of ***** USA to try to get services installed at a new location for our urgent care clinic brand. We have locations across multiple states with 12 locations in ************** alone. I was told by an employee that a site survey would need to be done which is standard protocol, and that I would be contacted by someone from their team to schedule an install. I waited 2 weeks and called to get an update, and was told it would be 2 weeks as construction is needed and u would receive a quote to get service. I waited another 2 weeks and called again after not hearing from anyone via phone or email. The employee told me that our site was not serviceable to which I asked about the construction and that employee stated that there wasnt anything on the account about construction, but he would put in an order with an install date so that someone would absolutely have to call me. The install day approaches and nobody calls or contacts me via email. A technician never even showed up to do the install. I called again to see what was going on, and again ** told nothing about what is going on. I then called the many businesses that surround our site, and all of them receive ******** services from Optimum. I called Optimum again, asked to speak with a supervisor and was told and I quote No amount of money can get us to your building. Not only do I feel that the above statement is completely unprofessional, but also discriminatory. How is it that other businesses that are within 100 feet from us are serviceable, but we are not? Its appears we are being discriminated against. I do not know why, but no one has been able to explain exactly what is going on. Absolutely terrible business practices for new customers.Business Response
Date: 05/31/2024
Optimum spoke with the customer on May 21, 2024, regarding their request for installation or build to cost. Optimum escalated the customer concern and confirmed that the address is currently non-serviceable and would require a customer contribution to make the address serviceable. The customer was provided with the necessary quotes and next actions. The customer has our direct contact information should any further assistance be required.Initial Complaint
Date:05/18/2024
Type:Service or Repair IssuesStatus: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.
Equipment failure in this situation set top box would not change channels and not because of low batteries in remote neither because numbers shown up on the screen but when I put 70 in 1659 came up on the tv screen and even at that the channel didnt change. Company charges all this money (highway robbery with their fees) but doesnt provide reliable services. The complaints are going to keep coming in each and every time theres an issue and if that dont help they will have cut off our services as we will stop paying the bill and when they do I file an complaint with small claims court to show just why the bill was not paid and let the company see what the judge has to say to this nonsense company. I am sorry but I am beyond fed upBusiness Response
Date: 05/31/2024
Optimum attempted to reach the customer by phone on May 21, 2024, and May 31, 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 TV service.Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.Customer Answer
Date: 06/02/2024
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: issue at hand is intermittent causing for tech appointments to be rescheduled as when time for appointment issue stops. However, it should be noted that yes optimum has been on top of it all, and a tech appointment is scheduled for June 4th that will remain regardless as an escalation team member noted that the issue is unstable so that the tech tests every last little thing and so forth and do all there is that can be done to prevent this from happening again. In the meantime I did not accept the response as I feel although optimum is putting in best efforts to correct the issue its not yet been resolved. Additional duplication complaints however all will be closed as responses reach me. Thus, optimum please respond to all active open complaints so those I can accept and get closed!!! Thank you!!!
Sincerely,
*****************************
Business Response
Date: 06/11/2024
In response to the complaint, Optimum spoke to the customer on June 8, 2024. A service visit was scheduled for June 10, 2024; however, the customer rescheduled the visit for June 12, 2024. After the completed service visit on June 12, 2024, Optimum will follow up with the customer to see if their service issue was repaired. The customer has our direct contact information should any further assistance be required.Customer Answer
Date: 06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The appointment was rescheduled because once it came close services were working ok and all though that was the case its easier and more convenient to reschedule then schedule an new appointment in the event that services stop working again as they do once an appointment is rescheduled and/or minutes of a departure of an tech. I am not accepting any responses of the two opened cases until services are back and then probably wont even at that because you now why this should of been resolved the very first time and it should of stayed that way. So at min the case gets closed with note customer didnt respond to businesses response and remains dissatisfied. Or something on that lines. You wont have to worry much longer plans of switching providers are already in the works for when the very next mishap happens. So if smart youll be sure the job gets done correctly and all equipment is in tip top condition! Done with optimum!!!
Sincerely,
*****************************
Initial Complaint
Date:05/17/2024
Type:Billing IssuesStatus: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 went to open an account with them, *******************************************, they sent a phone and it didn&#**;t work in February 2024. I called and cancelled with them. We just moved back to this address, thought we would keep their service and we cancelled it. We never had a phone to use their service. They are taking money out of my account and I would like for them to quit taking money out of my account. I never okayed them to do this.Business Response
Date: 05/20/2024
Optimum spoke to the customer on May 20, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.Initial Complaint
Date:05/16/2024
Type:Customer Service IssuesStatus: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.
Account number #*********************+ hours on the phone just to cancel Optimum service is ridiculous. We were hung up on 4 times during this experience. I do not and should not have to answer personal questions and divulge personal information just to cancel service. I dont want to talk to customer retention for 2 hours just to sit on hold for 30 mins to get to a guy that was able to to cancel the service in 10 minutes.I called Corporate to talk to management about this and was reassured by the manager that He would take care of it, He transfered me back to Customer retention only to have to go back through the whole mess again. The worst part was they are not there to cancel the service but to delay you and make offers as much as 40% off the monthly bill.. I did not want to reduce the bill I wanted to terminate service. Worst customer service experience ever. Now, My billing cycle is month to month. From the 12 of May to the 11th of June, ******* was disconnected on the 16th of May. I will be billed for service after that 16th of May till June 2nd I signed no contract with Optimum requiring me to pay for service after the date of termination. I should not be billed for services I will not receive or use. Optimum purchased the company I was with called Suddenlink. And I never had any issues with Suddenlink with service termination or having to pay for service after date of cancelation.Business Response
Date: 05/17/2024
In response to the complaint, Optimum spoke with the customer on May 17th, 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 May 16th, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was entirely disconnected on June 8th, 2024. Optimum provided our direct contact information to the complainant should further assistance be required.Customer Answer
Date: 05/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
Optimum seems to think the complaint is about money only, they failed to address being hung up on 4 times trying to get disconnected, 4 total hours on the phone weaving through 4 customer retention people Who do nothing bu try and weasel personal information and if you dont provide it they will not proceed to the next set of criteria.. I literally spent 4 hours on the phone just to finally be placed on hold for 30 minutes to speak to a singe person who was able to cancel the service in 10 minuets..
The Abuse is if you dont go through their retention program asking very invasive questions and want us to have other family members pick up the service is ridicules they will not pass you on to the person who is able to disconnect the service..
They make it a fight of attrition of who has greater will to endure their invasion of privacy. Wanting to know if I am moving, where am I going, what is the new address, How many people live in my residence.
This complaint is not about only the theft of monies but of the resoundingly harsh policies of the company ahs imposed on its customers of invading privacy and purposely making it almost impossible to disconnect service from them. It should not take 4 hours and have 3 agents hang up on the client on purpose just to make it difficult on the client who want to disconnect service. When I called Corporate to complain about the treatment, figuring a Manager would be more helpful. No the Manager just transfers you back the que of customer retention.
As for the Monies. We were always paid well in advance and always had a surplus balance. I dont expect a dime from this company they are to greedy. This complaint is to warn others that *** research Optimum before signing on with them so they might know what to expect in customer relations. BTW. I was a customer for over 10 years.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********************* **
Business Response
Date: 05/22/2024
In response to the rebuttal, Optimum spoke with the customer on May 17th, 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 May 16th, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was entirely disconnected on June 8th, 2024. Optimum reviewed the calls that occurred on May 16th, 2024. The agents asked the required questions to disconnect the service and did not hang up on the customer. ******************** provided our direct contact information to the complainant should further assistance be required.Customer Answer
Date: 05/23/2024
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:
This Company knows no limit to their greed and tanasticy of relentless bothersome contact that is no longer wanted nor desired. They continue this unwanted contact even after being told to stop all forms of contact. Asking for a supervisor does no good as all they will do is one: place you on hold for extended periods, or two: tell you that non are available. Calling corporate is useless as they know the game is afoot and fully endorse the practice
Both replies from Optimum have focused on the billing cycle and money. Optimum has not address the customer treatment or the service they endorse, Beware in signing on with the company as their customer service is atrocious when it comes to departure.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********************* **
Initial Complaint
Date:05/16/2024
Type:Billing IssuesStatus: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 canceled my internet service with Optimum over the phone on April 16, 2024. The next day I received an email from Optimum informing me they added a new service (Premier Protection and Support) to my account. I canceled, not added, a service. A month later I have now made 7 phone calls (approximately 3 hours total on the phone), received two bills, and had my credit card charged $21.79 for the first bill, for a service I never authorized and have actually tried for a month to have removed. The only answer I have received from Optimum is they show my account is closed and I should not receive a bill or be charged. After multiple attempts I have been unable to resolve this issue with Optimum directly. Thank you for your assistance with this matter.*************************, ** ************Business Response
Date: 05/30/2024
Optimum spoke with the customer on May 17, 2024. In response to the complaint, Optimum removed the charge, and a refund was processed for the charge. The customer has our direct contact information should any further assistance be required.Initial Complaint
Date:05/16/2024
Type:Order IssuesStatus: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.
Our whole building has only one permitted Internet provider: Optimum / Altice. Every day for several years we have internet disconnected. We pay for 1Gig speed (wired), but I get only 90mbps - which is 10 times less. I did contacted many times Altice / Optimum executive customer relations and talked to: *************************; ***** and **** (yesterday) at tel ************. They sent engineers yesterday again and said that fixed issue. It worked for few hours and has disconnected on 5/15/24 at 5:20pm. Now, 5/16/24 we have dropping internet and it's barely working.Business Response
Date: 05/21/2024
Optimum spoke to the customer on May 20, 2024, and addressed the customers internet service concerns in full. We remain available should the customer require any further assistance.Initial Complaint
Date:05/15/2024
Type:Service or Repair IssuesStatus: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 previous called and filed a complaint stating that I was promised a rate from this company. I received an email from ********************* and a phone call when I was sleeping. ********************* <************************************************>I was told that the Optimum Specialist on the phone was handling my account and that month it was fine. The following month and the month after that I spend hours on the phone waiting while each specialist reads through my account to get them up to date. Apparently, the account is not fix - they adjust it for the month at which time the following month the old charges along with the new charges are still the same.I was assured that this problem would be fixed. Instead, I spend hours on end on the phone every month. Why? Can you imagine if every single month you had to call for all your bills and just sit on the phone until someone fixes the account At this very moment I am on the phone waiting - first they called my cell phone ************ and then my house phone *************Business Response
Date: 05/16/2024
Optimum spoke to the customer on May 16, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.Initial Complaint
Date:05/15/2024
Type:Sales and Advertising IssuesStatus: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 with Optimum Cable for about 6 years. Over the last couple of years the bill kept going up. Over the last 6 months, I was promised promotion deals and Optimum kept reneging. So I finally canceled my service on ***** 2, 2024. I was sent a email confirming that and the email said that I had to return all equipment immediately. I returned the equipment on ***** 8, 2024 and I received a receipt and a confirmation email. Prior to this the month of March bill was satisfied. So, I expected at this time is to wait for a final bill for the few days that I had service. Optimum sends me a bill for ***** asking for over $200.00. They charged me for the entire month of *****, even though I didn't have service. Even though I didn't have equipment. Then in May they sent another bill for an extra $500.00 for equipment. I had to call them and tell them that I have a receipt and email confirmation of returned equipment. I believe they have since removed that charge. They said the billing cycle started so I have to pay for the entire month. I say NO! I will not pay for a service that I didn't have. This company really think it's okay to do this to people. They have been calling me every other day to get me back as a customer but want to treat me like this. I want to be done with these people. I'm ok if i have to pay from ***** 1-2 when I cancelled or ***** 1-8 when I returned their equipment. But paying for the entire month of ***** is unexceptable.Business Response
Date: 05/17/2024
Optimum spoke to the customer on May 16, **************************************************** full. We remain available should the customer require any further assistance.Customer Answer
Date: 05/18/2024
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 canceled my service on April 2. I was sent an email from Optimum to return the equipment immediately. I did so promptly on April 8 at their location. Then they billed me for April 1-30. I did not have service with them. I did not have any equipment. I am not paying $200 for service I did not have. This is not okay. Then for the month of May, they charged me for the equipment, $500. I had to call them and tell them that I turned all their stuff in. They have since removed the equipment charge. But I don't agree with paying a bill for a whole month when I canceled and didn't have any service.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 05/24/2024
Optimum spoke to the customer on May 23, 2024, and addressed the customers billing concerns in full and advised of Optimum's Voluntary Disconnection Policy. We remain available should the customer require any further assistance.Customer Answer
Date: 05/27/2024
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:Optimun continues with their poor business practice of charging customers after they have canceled their service. I canceled my account with them on ***** 2, 2024. This was after months of Optimum over charging me for service. I then received an email from them acknowledging my cancellation and telling me to return the equipment immediately. I returned the equipment on ***** 8, 2024. I received a receipt of returned equipment via email and hard copy. I paid them for March. Optimum told me that they will bill me for the entire month of ***** even though I canceled with them and I returned their equipment to them. I do not have a contract with them. I told them that would not pay them for service I did not have. I told them that I would pay them for either ***** 1 to ***** 2, which is when I canceled or ***** 1 to the day that I returned their equipment back to them which was on ***** 8, 2024. Optimum declined that offer and has made it clear that they are not interested in being fair. They told me that billing me for the entire month of ***** is a legit charge. The City of New York needs to look into how Optimum does business and I would advise anyone who is thinking about using Optimum service to think twice. ]
***************************
Initial Complaint
Date:05/09/2024
Type:Billing IssuesStatus: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 November 7, 2023 Altice contacted me about an alleged debt via a collection agency. This debt is wrong, so on November 13, 2023, (within 30 days of receipt), I sent a letter to the agency denying the debt and, as is my right under the Fair Debt Collection Practices Act, I requested a verification of the debt and the name and address of the original creditor.My requests were ignored by Altice and their debt collector.On 6th April, 2024, Altice contacted me a second time about the same debt through a different collection agency, thus breaching the terms of the Fair Debt Collection Practices Act and consequently harassing me. As well as the resolutions requested here, I want the Better Business Bureau to rule against Altice and to reflect that ruling in their BBB rating going forward.Business Response
Date: 05/15/2024
Optimum spoke with the customer in response to the complaint on May 13, 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 22, 2023,and their monthly billing period ends on the 22nd of each month. Therefore,this customers account was entirely disconnected on July 22, 2023. Optimum provided our direct contact information to the complainant should further assistance be requiredthe unpaid balance of $164.66 remains with the collection agency.Customer Answer
Date: 05/16/2024
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:[Your Answer Here]
The Optimum response is NOT true. Optimum DID speak with me but the content of that conversation (which was recorded) is misrepresented. As a result, I require ALL further communications to be in writing and not via phone.
1. My complaint is about illegal debt collection practices
2. Optimum's "Disconnect Policy" is irrelevant to this complaint and as a result was NOT discussed, in spite of Optimum's contention that it was "explained"
3. I wrote the following email to Optimum in response:
********
Just to be clear. My complaint was about illegal debt collection practices and your Disconnect Policy does not cover that."4. Optimum has not addressed my issue and I have made that clear to them. Their representative, ********, was just trying to "check a box" to get rid of this complaint and it should be escalated
*******************In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business Response
Date: 05/17/2024
Optimum spoke with the customer in response to the complaint on May 13, 2024. It 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 22, 2023,and their monthly billing period ends on the 22nd of each month. Therefore,this customers account was entirely disconnected on July 22, 2023. Optimum provided our direct contact information to the complainant should further assistance be requiredthe unpaid balance of $164.66 remains with the collection agency.Customer Answer
Date: 05/18/2024
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:This is now the second time that Altice has completely ignored the subject of my complaint. This complaint is about unfair practices under the terms of the Fair Debt Collection Practices Act and consequent harassment. Rather than addressing the subject of the complaint (harassment and a breach of federal law), Altice continues to try to justify in its view why an alleged debt is correct. This supposed justification has nothing to do with the complaint - WHICH IS ABOUT UNFAIR AND ILLEGAL DEBT COLLECTION PRACTICES. please ask Altice to address the complaint.
*******************
Initial Complaint
Date:05/09/2024
Type:Service or Repair IssuesStatus: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.
Without internet dies not connect as of 5/8/24 and an technician appointment needed to be placed to correct the issue and the earliest available appointment was 5/13/24 putting us without internet for just under 5 days and as if the price isnt highway robbery as it is, now we are paying for service we dont even have and thats not right, thus, I am requesting an credit to our bill for the days we will be/were without internet. I contacted customer service the next morning of making the tech appointment and am told the account shows as active well we dont have internet so I dont know what that means but if they were saying our internet is up and running they need to check again because that is *******. Optimum is just a smig lower in service cost otherwise I would of switched to ******* and had it put in my name opposed to us having the account in our moms name. As I have ******* wireless. If not for optimums horrible equipment/services I switch to wireless service through them to lower the bill but ha not with all the problems we have with them day in and out!Business Response
Date: 05/23/2024
Optimum attempted to reach the customer by phone on May 10, 2024, May 21, 2024, and May 23, 2024, but was unsuccessful. A service visit was completed on May 22, 2024, during which the technician replaced the outside wiring. A credit has been applied to the customers account for the intermittent Internet issue. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.Customer Answer
Date: 05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The technician that was out here and replaced wires for serve tv ingress of which caused not to have tv for two days and the tvs are starting to act right back up again so theres clearly more to it then the wire placed. Just titred of not being able to turn tv on and find out you cant watch it because optimums services fail to do so, what a joke $7 credit for the internet interruption and um what about an tv credit for the tv interruption? I will dispute the amount I feel is reasonable not to have to pay with the financial institution, if needed! I dont answer your calls because talking to executive office representatives isnt going to solve my issues. Not like u can replace a wire over the phone. Anyway optimum is the worst ever and they wonder why customers leave and stupidity come and ask how they can get you to come back. Looking into switching providers real fast!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business Response
Date: 05/31/2024
In response to the rebuttal. Optimum attempted to reach the customer by phone on May 21, 2024, and May 31, 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 TV service. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.Customer Answer
Date: 06/02/2024
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 although problem still consist optimum seems to be making their best efforts to resolve and an tech appointment is scheduled for Tuesday June 4th. One several earlier ones were rescheduled due to the intermittence of the issue. It was very frustrating today for example tv had ingress in early morning but it stopped mid morning so rescheduled for Tuesday and seconds later starts again and error at this time pops on the screen. Spoke with escalation team and they sent a hard signal to boxes and seems to have worked for that tv probably messed up the other though. Optimum may take this as a threat but if it continues I will start going to other agencies of the BBB kindly refer me to and/or taking legal action but first got to get the account in my name because my mom doesnt want to deal with all that, doesnt bother me just like not paying the bill until I have reliable service consistently wont neither.
Depite all that said optimum has been very cooperative in trying to resolve the issue so thats why I am excepting this response and the case to be closed besides there is another one of which will however remain open until all repairs are completed and done so correctly
Sincerely,
*****************************
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