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Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

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

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    Customer Complaints Summary

    • 5,795 total complaints in the last 3 years.
    • 1,738 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Poor service, constant increase in billing without notification or justification, loss of internet service on a daily basis, long call wait times with no resolution at the end. Their fixes are just rebooting the modem which doesnt improve the situation. No other cable provider in the area. Hold monopoly on providing internet/ phone service.

      Business Response

      Date: 05/06/2024

      Optimum attempted to reach the customer by phone on April 23, **** 1, May 3, and May 6, 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 service issues. We will need to speak with the customer to review their monthly billing.  Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

    • Initial Complaint

      Date:04/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 promising that my monthly bill would not change I received an invoice in November that had increased over $40. I contacted them and after over an hour of a run around I was told there was nothing they could do. I had previously dealt with them to lower my bill just 6 months prior so I could afford it. I removed my phone Dvr and lowered my internet speed. Thats when I was told my bill would not change! They lie to you, I am a 74 year old senior on a fixed income and they have the invoice automatically paid from my checking account. So they were already paid! I told them that I just want to cancel my service as of December 15th which was my billing period. They tried to get me to the retention **** which I refused they talk yo7 in circles. Just cancel my account as of dec 15. I had my son come over and disconnect the equipment and I returned everything on the 19th. I received a bill showing that I returned the equipment but charging me for Through January. When I responded to the invoice through the mail that I did not owe anything they immediately put it into collection. They never responded! When I talked to the collection company they said to send a registered letter. So I did and they still did not respond. I paid in November for December because the bill ahead and returned the equipment on the 19th there was no way I could have used their services. When I tried to call they said its in collection cant talk about it. How can they charge me for it? Please help me!

      Business Response

      Date: 05/06/2024

      In response to the complaint, Optimum spoke to the customer via email on May ******, and advised an error in the systemic pro-rated credit after disconnection was confirmed. A one-time credit was applied to zero out the account balance. ******************** has provided the customer with our direct contact information by voicemail and email should they require further assistance.

      Customer Answer

      Date: 05/13/2024

      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.

      My complaint has been resolved.



      Thank you 
      *****************************



       

    • Initial Complaint

      Date:04/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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 January 29, 2024 I called to cancel my service. They gave me a run around, but finally told me they would cancel my service. I paid the bill that was due. Then the next month they billed me again . I just want my service cancelled and what they say I owe after January 29 wiped clean.

      Business Response

      Date: 05/09/2024

      In response to the complaint, Optimum reviewed the interactions that led up to the customer requesting to disconnect services. Optimum confirmed the initial request to disconnect services on January 29th, 2024. The disconnection was updated to reflect the initial request and the customer will be receiving a refund for the days within the billing cycle where the disconnection was requested without services. The customer was provided with our direct contact information should further assistance be required.

      Customer Answer

      Date: 05/09/2024

      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:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Altice/Optimum has a monopoly in my area. The only other options for internet are spotty at best. Their streaming app is sub par when compared to all other providers out there. no Picture in picture or ability to minimize so multitasking is not possible. you can only stream all the channels that you pay for on your home network and not all the channels have an option to stream on their own. There is no place/ person to contact to file a complaint or talk to about the issues. Every single other company that provides internet/tv services provide these basic services.I have been an optimum customer for over 25 years. There is no other options here, cellular is spotty and satellite does not work well. Its on me, the customer, to have to call every year to argue with them to maintain my rate otherwise it goes up 60- 70 dollars. and they do not make the process easy.What will solve this issue for the company to allow streaming from any wifi network as long as I am logged in with my credentials and to allow the app to be minimized and still play while checking email or other items on my devices. In today's technology that should not be that difficult to accomplish.

      Business Response

      Date: 04/30/2024

      In response to the complaint, Optimum followed up with the customer to discuss the features of our Stream device, feature availability, and overall service. Optimum confirmed that pictures in the picture, along with streaming all channels away from home, are currently not available. The information gathered from this escalation has been brought up and will be reviewed as needed. The customer was provided with our direct contact information should further assistance be required.

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My bill was raised so I called to disconnect my landlines phone and reduce my service to basic cable. I got the run around and after being transferred 3 times got disconnected. Nothing was changed. I went ahead and paid my payment that paid me up until April 24th. I found a less expensive and better service through Frontier. I called them on March 30th and canceled my service. They told me I could not cancel until April 24. I went to my local store turned in all my equipment on April 1st and told them again I'm canceling my service. I received a bill in the mail and it said I owed another payment and owed for unreturned equipment. I Went back to local office today to show them the receipt where I turned the equipment in and asked for my refund. They told me they don't give refunds I still have service until April 24. I told them I have already turned in the equipment I can't get the service if I wanted too. They just said sorry that is their policy.

      Business Response

      Date: 05/01/2024

      In response to the complaint, optimum spoke with the customer on April 25th to address the concerns regarding their balance. The customer was advised of the disconnect process and the balance, which includes unreturned equipment charges. The customer still stated they didn't want to pay for remainder of billing cycle. The customer was also advised that they returned equipment to store and will send proof of return. As of May 1st, no proof of return was submitted. Remaining balance on this disconnected account is valid.

      Customer Answer

      Date: 05/01/2024

      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:

      [Your Answer Here]

       The equipment was returned on April 1st,2024. I have enclosed a picture of my receipt. We have told several people this. No one wants to listen. I received another bill for another $198 so apparently they still have not canceled my service. I think this company needs investigated for unfair business practices. This is very wrong and immoral.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/10/2024

      Optimum confirmed that the account was disconnected, with an effective bill date of April 1st, 2024. The customer's billing cycle is from the 25th of the month to the 24th of the following month. The charges associated with the equipment have been removed. The customer was provided with our direct contact information should further assistance be required.

      Customer Answer

      Date: 05/11/2024

      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: 

       I notified your company that I wanted to cancel on March 30 by phone. April 1st is the day I returned the equipment in your local office. I would have accepted a prorated refund at the time, but I feel for all this aggravation I have been put through by your company I should get the full refund. I would just like to know when you will be sending that out and how much longer you are going to keep my money for no services rendered. You charge a late fee to your customers I feel a $5  late fee for each month I do not receive my refund is fair.I am willing to contact local media and take you to court for my refund if need be. I feel others may be in the same situation as me and have not received there refunds for services not rendered.

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





       

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 was considering buying an optimum mobile plan. I needed a local area code specifically, so I needed a new number. When I got to checkout it kept generating an out of town area code that didn't work for me. So I contacted live chat and they said it would be able to be changed after I activate. So I activated and of course, after speaking with another live chat rep and a phone rep I was told it was not possible to change my area code. I said I wanted to cancel and a refund so they transfered me to escalations department. The escalations guy canceled the service and said he put in a refund request but that I would definitely get it since the first rep incorrectly told me they could change it. A little while later I got an email saying my refund was denied. I have now wasted alot of time and am out my money. Not good business.

      Business Response

      Date: 05/01/2024

      In response to the complaint, Optimum spoke with the customer on April 18, 2024 regarding the complaint. On April 30, 2024, Optimum disconnected and will be processing a refund of all payments made to the account. ******************** provided our direct contact information to the complainant should any further assistance be required. 

    • Initial Complaint

      Date:04/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 has charged every month for services and equipment we do not have. Optimum billed us $95 over 8 months since 8/2023. The technician who installed services noted the account and in their record he did NOT install or leave equipment for TV services or Cloud DVR services amount is shown on the attached bill. We only have internet services. No cable/or cloud DVR. We called to correct the billing but they never removed the charges, also they are claiming our request to remove services was never received. They have been dismissive, they have promised phone calls. I ended up with an escalation lead who yarned through my last complaint. The escalation lead named *******, said there is no one else that can help me and informed me I had only 30 days to dispute these charges. Optimum phone lines are consistently backed up and accounts are never properly noted. This company does not want to be accountable for their service agreement and refuses to reimburse the money that has been paid to them and this is unlawful. Please help.

      Business Response

      Date: 05/02/2024

      Optimum spoke with the customer on April 29, 2024, regarding their Billing complaint. Optimum reviewed the account, and as determined, it is the customer's responsibility to notify when there is a billing error within 30 days of receiving their billing statement. A credit has been denied for the ** charges. An explanation was provided to the customer via email. ********************* attempts to reach the customer to provide updates were unsuccessful; however, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.  

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 an Optimum/Altice subscriber since 2007. I have tried to be patient with Optimum, but I am honestly tired of this service. Optimum is one of the slowest and most unreliable ISPs I have ever seen. I am paying for one Gigabit per second bandwidth speed but whenever I check the speeds, it rarely goes above ******************************** I had to buy all of my own state of the art equipment because the combo modem/router devices they distribute are notoriously faulty, never being fixed after a return and sent right back out as brand new. If my devices all support top speeds, there is no reason why I am missing 800 mbps of my speed on a regular basis. To make matters worse, I called the retention line to make a case to have the cost of my plan reduced, and the rep told me that they would reduce it for the next two years and I wouldn't have to worry about it until then. After the first month went by, my bill was raised AGAIN. And to top it off, Optimum is my only available ISP. I can't get ******* Fios because they haven't reached my building. Optimum also offers fiber internet but it hasn't reached my building either. I just don't understand why I am not getting what I am paying for and still being charged more as if I am content with what I have. None of this is okay. Shame on you, Altice/Optimum or whatever you are calling yourselves these days. You run a terrible service and you're taking advantage of the limited options people have for internet, even throttling the service people are paying good money for. Lower my bill PERMANENTLY and give me EVERY BIT OF BANDWIDTH I AM PAYING FOR. Stop cheating your customers because you have a near monopoly. Disgusting.

      Business Response

      Date: 04/29/2024

      Optimum spoke with the customer on April 19th, 2024, regarding their service issues in response to the complaint. A service visit was completed on April 24th, 2024, where the technician repaired exterior fixtures and wiring to resolve the problem. Optimum's maintenance teams also completed exterior work on April 20th, 2024, and April 24th, 2024. Optimum followed up with the customer on April 29th, 2024, 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.

    • Initial Complaint

      Date:04/16/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 had multiple instances where I have had terrible customer service with this company so originally I went with them due to the passed ACH bill which gave me free internet through Optimum. Well, recently I found out I have an almost 300 bill from them so I called and they didnt help me at all! Then today I called to cancel the account so it would stop racking up as I already have enough of a hard time paying for the past due as it is which I explained to the *** and they refused to cancel my account and when I asked to speak with a MGR then refused and then proceeded to tell me my reason wasnt a reason for a MGR etc I am very upset with the level of service and disrespect from this company on multiple occasions. They have not reached out to remedy or do anything

      Business Response

      Date: 04/16/2024

      In response to the complaint, Optimum spoke with the customer on April 16, 2024, regarding their disconnection request. Optimum processed the customer's disconnection accordingly and advised that all interactions are being reviewed so any areas of opportunity can be handled internally. Optimum has provided our contact information should any further assistance be required.

      Customer Answer

      Date: 04/16/2024

      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:04/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 cable provider allowed a service to put in my name without my consent, or signature. And the bill is over $500. And they are saying they wont cancel until next month.

      Business Response

      Date: 04/16/2024

      In response to the complaint, Optimum made multiple attempts to contact the customer regarding their concerns. In reviewing the account, ******************** would need more information as to how the account was set up. The customer was provided with our direct contact information should further assistance be required.

    Altice USA is NOT a BBB Accredited Business.

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