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

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  685 Broadway Bayonne, NJ 07002

• 

  Altice USA

  2137 Hamilton Ave. Trenton, NJ 08619

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:05/08/2024

  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 am writing to express my disappointment with the ongoing internet service issues I've been experiencing with Optimum. Despite subscribing to your top-tier internet plan (500 Mbps) for $89.99 per month, my internet connection consistently drops between 6-7 PM and doesn't return until 8-9 AM. This issue has persisted for over three months, and I've contacted your support team on over 50 occasions to report the problem. Unfortunately, the issue remains unresolved.

  Business Response

  Date: 05/09/2024

  Optimum spoke to the customer on May 9, 2024, and addressed the customers billing and service issue concerns in full. A service credit was added to the customer's account We remain available should the customer require any further assistance.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Optimum to set up internet service a few weeks prior to moving to ***** from *******. They advised they serviced my area and set up my account. The technician came on the night I arrived in *****, April 6. He placed a ladder against my wall without protection, damaging the walls, and he cracked the covering to my crawl space where he needed to access the cables. The tech expressed frustration at the location of the cables and the desire to spend time with his child, as it was late in the evening. I believe he was in a rush and upset about the tight space he had to maneuver. Once he realized the damage he asked for a towel to prevent further damage. He stated he would have his supervisor reach out to me for repairs. I have not heard from him and ****** has stopped responding to my texts. The damage is noted on my file with Optimum but no one has reached out to resolve it. Also, ****** advised we did not have a signal from Optimum at my address because I have a new construction home and Optimum is in the process of getting service there. They set up my account without active service simply because in the future they will be the provider for my address. That is unfair and they should have disclosed this to me when my account was set up so I would have sufficient time to seek options for internet as both myself and my mother work from home. This put us in a bind and we missed work the next day running around looking for options. No one had service in our area because the land is under development and the lines are not yet laid and all the land is not yet cleared so we had to pay $150 each for a hotspot from ********* I went into the local Optimum store to return the equipment and was advised by a rep that they have a policy where they would refund up to $200 if I had to be reconnected with another company in situations like this but it had to go through customer service. She could not do it in store. I have no resolution for damage or expenses.

  Business Response

  Date: 05/21/2024

  Optimum spoke with the customer on May 9th, 2024, regarding their refund concern and damage complaint in response to the complaint. Regarding the refund concern, Optimum engaged its refund team, which is having the refund resent to the customer's address on file. Regarding the damage complaint, Optimum escalated the matter to its field team, which is actively working on the matter. On May 21st, 2024, Optimum followed up with the customer and advised of the above. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:05/01/2024

  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.

  I am 89 years old and do not appreciate how poorly Optimum is handling a matter that impacts my telephone, internet and phone services. Because of my age I asked my daughter, **** to assist me in filing a joint complaint against Optimum. Going back to early November they refused to have their field staff come out and bury the line that runs to the connection box that provides my service. It terrifies me to see cable submerged in water and it is also a tripping hazard. I tried to resolve the matter several times and there is no response from Optimum. It is not acceptable. At one point we were told they had, by law, 60 days to bury the line; but it is now the 1st day of May and they refuse to take action. The customer service agent **** contacted after April 10th said that they field office would contact her within 2 to 3 days with a response and once again no response. We have photos but the size of the file would be too large to upload with our complaint. Can we send them separately?

  Business Response

  Date: 05/24/2024

  In response to the complaint, Optimum spoke to the customer's daughter on May 2nd, 2024 regarding their concern about a cable line lying on the ground.  The matter was escalated to Optimum's construction team for further assistance. On May 24th, 2024, Optimum followed up with the customer and advised that ******************** is actively working on resolving the line issue and is finalizing the construction process. Optimum is committed to working closely with the customer until we reach a satisfactory resolution. Our direct contact information was provided should further assistance be needed in the interim.

• Initial Complaint

  Date:05/01/2024

  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.

  I've called Optimum Moblie several times to cancel my service because I have another provider that fit my budget be they keep giving excuse why not to cancel. I never receive a phone only a SIM card that doesn't work with my phone I just want to cancel I've all ready stop auto pay which I didn't give permission.

  Business Response

  Date: 05/15/2024

  In response to the complaint, Optimum spoke with the customer on May 2, 2024, regarding the complaint. Optimum confirmed the customer does not wish to port out the phone number and will process the disconnection.Optimum provided our direct contact information to the complainant should any further assistance be required. 
  

• Initial Complaint

  Date:05/01/2024

  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.

  I called optimum to pay my bill in October of 2023, when they raised the bill from 50/ month to 69/ month! I paid the bill and called every month to pay over the phone. Apparently I was talking to someone fraudulent even though my payments reflected my bills every month. Now optimum is saying that I owe a total of 224 for those months that Ive already paid. They also told me that I had a returned fee from my account but I never did I have a clear withdraw from them and no return! Next I call and I have sent in 4 escalations on a fraud claim. It has now been over ************************************ I proceed to contact them and the supervisor ****** in the pay now department is the only info the guy would give me on his supervisor, refused to speak with me and said there was nothing anyone could tell me until they reach out to me. I am at a loss for how to fix this and am not willing to pay them for months that I already paid. On top of the fact that I was supposedly speaking to someone from optimum when o was actually speaking to a fraud, and how if it was fraud did it reflect on my bill every month as paid?

  Business Response

  Date: 05/13/2024

  In response to the complaint, Optimum Spoke with customer, who gave authorization to speak with their someone else. The customer was advised that their billing was already corrected regarding the fraudulent payments back in December 2023 by a reversal of fees associated with returned payments. The customer was advised to contact their financial institution. ******** then stated they tried before, and they weren't getting the funds back. ******** was advised to follow up with their financial institution again as Optimum has no control with their financial institution. Our direct contact information was provided should further assistance be required.

• Initial Complaint

  Date:04/30/2024

  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.

  At the beginning of the year my cable went up and I called Optimum about a promotion to lower my bill and they said they didn't have any and to call next month and see and I did and they said they didn't have any promotions to call later in the month, and no promotions, and then call next month and no promotions. I'm on a fixed income and can't afford the high price. I called on March 18, 2024 and canceled my cable and they offered me a promo and I said no and they tried to charge me for a full month. My service starts on the 14th of the month and I told them I would prorate it for 4 days and that's all I would pay them. I told them to cut off my cable that day and they refused. They called me and offered me promos multiple times and I said no. Then they offered me $95 off for 12 months and I said no that I would never do business with them again. They refused to help me until I cut my cable off. I kept calling them because they didn't cut my cable off and a man told me it was free not to worry. I told him I would pay for 4 days. I was a customer for 10 years. April 29, I called to and told them I was returning my *** and remotes and to make sure I didn't forget anything because I had to return it in *****, ** that's the closest place to me. I talked to ******** and she said I needed to return my modem, I told her I mailed it back last year and she said she took that off my account. I told her I was returning the *** and remotes that day. If the modem would've been on my account they would've been charging me for it. I returned the dvr and remotes and the lady said the dvr was reported stolen that day and that she couldn't give me a receipt for me turning the dvr and remotes in! She said my modem was received on April 13, 2024, I told her that wasn't right, I turned it in last year. I asked to speak to a manager and she said there wasn't one. I took photos of the dvr and barcodes. Why would ******** report my dvr stolen when I told her I was returning it that day?

  Business Response

  Date: 05/01/2024

  Optimum spoke with the customer on May 1st, 2024, regarding their billing concern in response to the complaint. Optimum was able to resolve the customer's billing issue, advising the customer that the equipment was received and the equipment charges were credited back to the account. The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 05/01/2024

  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:04/29/2024

  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.

  I moved my internet services with Optimum. I continue to try and cancel their mobile service for months and they co ti he to transfer me multiple times, keeps. The phone for hours to ask the same repeated questions and try to sell me more of their non-services. I want my mobile services canceled without fees or penalties and a full refund for the charges they snuck into my bill for non services of mobile.

  Business Response

  Date: 05/10/2024

  Optimum spoke with the customer on April 29th, 2024, regarding their mobile billing concerns in response to the complaint. Optimum escalated the matter to its mobile team for further assistance, who were able to disconnect the service and apply a credit to the account. On May 10th, 2024, Optimum followed up with the customer by e-mail to advise of the above and confirm the address to send the refund. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:04/25/2024

  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.

  I cancelled my cable service on April 5th. I was charged for the whole month of April. When I called the billing department, they told me that because I cancelled after the 1rst of the month, they charge for the whole month. I expected to receive a final bill for the 5 days, not the whole month. How can they get away with over charging for their service? 5 days of service should have been 1/6th of the monthly charge. ($43.69) Can you do anything about their overcharging for service?

  Business Response

  Date: 04/26/2024

  In response to the complaint, Optimum spoke with the customer on April 26, 2024, and explained our Disconnect Policy, which states that service disconnections are effective on the last day of the customer's then-current billing period. Our records indicated that this customer requested to disconnect service on April 5, 2024, and their monthly billing period ends on the 30th of each month. Therefore, this customers account will be fully disconnected on April 30, 2024Optimum provided our direct contact information to the complainant should any further assistance be required. 
  

• Initial Complaint

  Date:04/25/2024

  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.

  On 04/25/2024 I was billed $60.42 for a subscription that was already canceled days prior, after being told by two separate people from the company very specifically that I would not be charged on that day for a service Im not using. As I said, I was told several times from both people that I would not be charged and I was still charged, then when I talked to customer service after 30+ minutes I was told that their hands are tied and that nothing could be done about the charges that were still pending at the time. After all of that I tried to see if I could file a report against the two employees who blatantly lied about what I was told, they waited almost 10 minutes before telling me that they dont even have a complaint department. I already wanted to cancel the subscription because I was told the day I signed up for the subscription that at 3 months I would be given a $300 gift card as long as there were no late payments and that was never received, and when I called them to figure that out I got told again that I nothing could be done about it. Im not sure what kind of scam this company is pulling but theyre apparently doing it good seeing as Im not out $60 and technically $360 if we go by what I was told Id receive after ********************** a subscription with this company for the set amount of time. But since then I had stopped using the router and internet provided by optimum since January so I figured Id cancel the subscription Im not using anymore and then this happens.

  Business Response

  Date: 05/07/2024

  Optimum spoke to the customer on May 7, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:04/23/2024

  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.

  On March 20, 2024 I went online to pay my bill of $206.92. I received to emails 1 with my payment of $206.92 with a balance of $600.00 and another email saying they received a payment of $600,00 with a balance of $600.00. The only bill I owed was the $206.92 and I did not authorized another payment of $600.00. I called immediately and after an hour I was assured my $600.00 would be returned in 7 days. After 10 days and no refund I called and was told that the person who helped me put the information to the wrong department and that they now took another payment out of the refund for my next months bill without my permission. and it would now take another 3 weeks to receive the remainder of my money. They are probably going to keep my money till it runs out and I don't believe they ever had any intentions of returning this money at all. This is fraud they said I mad the $600.00 payment but I only paid the Bill that was owed they had no right to go into my bank account to take the extra money, I wonder how many other people are having the same problem with them. I want my money back with no excuses and if a bill is owed I will pay it they have no right to keep money they were not intitled to. My bill is due and I pay each month on the 15th they took the second payment on April 5th and said they had a right to-- no they did not have that right.

  Customer Answer

  Date: 05/01/2024

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