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Business Profile

Cable TVs

Altice USA

Headquarters

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

    • 5,924 total complaints in the last 3 years.
    • 1,731 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:12/26/2024

      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.
      I just want to cancel my service and they won't let me cancel until Jan 12! The phone call was beyond painful and they have been charging me $150 a month which is ridiculous! Where I live finally offers another option for much cheaper. I have filed multiple complaints with no resolution for over 5 years!!!

      Business Response

      Date: 12/27/2024

      In response to the complaint, Optimum spoke with the customer on December 27th, 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 December 26th, 2024, and their monthly billing period ends on the 12th of each month. Therefore, this customers account will be entirely disconnected on January 12th, 2025. Optimum provided our direct contact information to the complainant should further assistance be required.

    • Initial Complaint

      Date:12/25/2024

      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.
      ***** ***** **************************************** December 25th, 2024 Better Business Bureau **********************************************************************************************************************,I am writing to formally lodge a complaint regarding the deceptive billing practices of Optimum. Over the past few months, I have encountered significant issues with my billing that have yet to be resolved, despite my persistent efforts to seek clarification and assistance from various representatives of the ********** September, I contacted Optimum to address a sudden increase in my bill for basic internet, phone, and cable services. After speaking with a supervisor, I was assured that my rate would be reduced and that I would be paying $111.47 monthly for one year. While the bill for October reflected this amount correctly, the subsequent months have raised alarming discrepancies; in November, my bill increased by $10, followed by an additional increase to $128.47 in December.After spending 37 minutes on the phone requesting assistance, I was placed on hold and eventually offered a different promotion, yet no resolution was achieved. This experience has raised concerns about the ethical practices of Optimum and I believe it is crucial to bring this matter to the attention of others who may be affected.Thank you for your attention to this pressing issue.Sincerely, *****

      Business Response

      Date: 01/07/2025

      In response to the complaint, Optimum attempted to reach the customer on December 26, 2024, regarding the complaint. The customer bill increased due to a rate event. Optimum provided our direct contact information to the complainant should further assistance be required. 

    • Initial Complaint

      Date:12/25/2024

      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 was told a price for my cable bill of ****** in September 2024. Each month afterwards, my bill kept going up and I was lied to and was treated very rudely on the phone in November. All I wanted was the price I was told and to keep paying it.

      Business Response

      Date: 01/08/2025

      Optimum attempted to reach the customer by phone on December 26, 2024, and January 8, 2025, but was unsuccessful. Upon review of the customers account, the customer was offered $115.00 before taxes and fees on September 7, 2024. The customer's monthly charge is $121.00 before taxes and fees. Optimum added a one-time credit adjustment for the difference of $6.00 x 12 months for $72.00 on the customers account. The credit will be reflected in the next billing statement. We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:12/23/2024

      Type:Product 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 cancelled my subscription. On october 21st I returned all equiptment to my cable service provider. As per the store that I returned to I then called their corporate offices to cancel my service. 3 times I was hung up on after telling them the I would like to cancel. The next day I tried again and after the 3rd attempt finally got someone to grudgingly cancel my service on 10/22/2024. They then proceeded to bill me for service provided beginning 10/22/2024 running through 11/21/2024. I believe they hung up on me over and over again so that they can get another month out of me.

      Business Response

      Date: 01/02/2025

      Optimum spoke with the customer on December 23, 2024, regarding their billing concerns in response to their complaint.  Upon review of the account the customer was ineligible to have their final bill pro-rated. We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:12/23/2024

      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.
      Optimum had a promotion that if I included their ************* which included a FREE ******* phone, to my account, it would lower my bill significantly, which it did. However, I never used the phone because I have an IPhone and there was no activity on any of my bills but I paid $21.95 per month which saved me more on my TV/Internet bill. Suddenly my bill went up so I called them to find out this "deal" was no longer offered so I requested to close the mobile account. They then informed me, for the first time, that the phone was being financed and they wouldn't close the account. I am now stuck with paying $21.95 for I don't know how long and a phone I never use. Can you help me return the unused phone and get this service off my bill?

      Business Response

      Date: 12/23/2024

      Optimum spoke with the customer on December 23, 2024 regarding ********************** billing concerns in response to the complaint. Upon speaking with the customer, they stated that their concerns have been resolved. 

    • Initial Complaint

      Date:12/21/2024

      Type:Sales and Advertising 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 11/25/24 I went to the ********************************* store and returned all the cable companies equipment and asked the lady to close out my account as of today and she said that I had to call their office to close my account. I called and they wanted to charge me to the end of the billing cycle.I said No you need to prorated me from the start of the billing cycle 11/16/24 to Today 11/25/24. That's 9 days I used your services that should be around $72. She said I had to pay for the full billing cycle 11/16/24 to 12/15/24. Even though I returned their equipment and had no way of using their services. After hours on the phone with them they reduced the bill by $100. I would like if you could get me a refund for what I was over charged $67.82 Thank you

      Business Response

      Date: 12/23/2024

      In response to the complaint, Optimum spoke to the customer on December 23, 2024, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.  

      Customer Answer

      Date: 12/23/2024

      Better Business Bureau:

      The business called me today and promised to refund part of my over payment. For that reason I find this resolution is satisfactory. I have not yet received that refund, but we only spoke earlier today. I hoping they will keep their word.
      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:12/20/2024

      Type:Service or Repair 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.
      We canceled our Optimum Internet, Cable and ************* on June 8, 2024. We returned our equipment in person at Optimum in *******, **. We had to call customer service from the ******************** office as they explained that was the only way to close an account. They kept us on the phone for an hour trying to retain us as customers. We are being billed $309.04 for the entire month of June. The WiFi coverage was subpar, our cable TV glitched and I called in several times to troubleshoot a channel that didn't work on our cable box. The landline phone only received spam calls on a daily basis. Neighbors were paying far less than us and only when I called to cancel did Optimum try to retain us as customers by offering lower rates. It was too late as we already had decided to move on and had disconnected their equipment to return it in person. I asked kindly for Optimum to pro-rate our final invoice as we were no longer using their service and they are refusing. We were customers probably for 20 years at some capacity. I do not want to pay for services not received and for being "ripped off" vs what neighbors were paying them for same service.

      Business Response

      Date: 01/02/2025

      In response to the complaint, Optimum spoke with ******** ******** on January 2, 2025, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.  

      Customer Answer

      Date: 01/02/2025

      Better Business Bureau:

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

      Sincerely,

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



       

    • Initial Complaint

      Date:12/18/2024

      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.
      I returned the equipment November *******. I was given a phone number and code to call to terminate my service. I was told that if I paid the full November charge service would be terminated. I paid the full amount requested on November *******.On December 2, 2024 received another invoice for $94.80 for December services.The same day I spent over 3 hours with several assistants trying to resolve issue to close my account. The final representative I spoke with was ******** **************. She told me she was sending complaint to escalation. December 3, 2024 I received an email stating service and billing will end December *******.I have had no equipment or service since November 14, 2024.I do not feel I should pay anything further since I have had no equipment or service since November 14, 2024.

      Business Response

      Date: 12/26/2024

      Optimum spoke with the customer on December 18th, 2024, regarding their billing issue in response to the complaint. Upon review of the account, ******************** found that the disconnection request was not processed. The disconnection was back-billed and a credit was applied to their account for the verified billing error. Optimum was able to contact the customer by e-mail on December 26th, 2024, to advise of the above and that all interactions between Optimum agents and customer are reviewed and handled internally for any coachable opportunities. The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 12/28/2024

      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

      According to **** ******** II the account will not be closed until 01.02.2025. Since this is the 3rd time I am being told that the account will be closed I can not close my complaint until I can see that this has happened.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 01/02/2025

      Optimum contacted the customer by e-mail on January 2nd, 2025, regarding their billing issue in response to the complaint. The customer was advised that the disconnection was back-billed and a credit was applied to their account for the verified billing error. Optimum also advised the customer that all interactions between ******************** agents and customer are reviewed and handled internally for any coachable opportunities. The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 01/02/2025

      Better Business Bureau:

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

      Sincerely,

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



       

    • Initial Complaint

      Date:12/16/2024

      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.
      On November 12, fiber Internet was installed by Optimum. When the technician left, I had no service on my landline phone. I contacted customer support, and my incoming phone service was restored. However, over the next several days, whenever I tried to make a call, I got a busy signal. When I called these same numbers from my cell, the calls went through.On November 22, I called customer support, and after working with 3 people over more than an hour, I had now lost all service again. The case was escalated. On November 24, I received a call that the problem was resolved. However I was out of town, so I couldn't check on it.. When I returned home on November 29, there was still no phone service. I contacted customer support, and the technician was able to restore my incoming service. The case was escalated again.I have received numerous calls assuring me that the technicians are working on my problem, but still no solution.I am a 71 year old widow who lives alone and I need a reliable phone. I would like my problem resolved and I would like to receive a rebate for my phone service charges for this period of minimal or no service.

      Business Response

      Date: 12/18/2024

      Optimum spoke with the customer on December 18, 2024, regarding their service issues in response to the complaint.  A service visit was scheduled for December 18, 2024 and the technician was able to resolve the customers phone service issue. We remain available should the customer require any further assistance.

      Customer Answer

      Date: 12/18/2024

      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:12/09/2024

      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.
      Hi, My bill with optimum was ****** a few months ago and then went up to ******. I called to Disconnect and told me they would reduce the bill to ****** for the same product. They lied. **** was up again. Then the guy apologized and said the last guy shouldnt have said that. Told me they would reduce the bill back to ****** and add an extra ***** off for the next three months. Lied again. I asked to send me confirmations for each time we talked, never did. They even confirmed my email. No excuses. Please help. Terrible company.

      Business Response

      Date: 12/13/2024

      Optimum spoke with the customer on December 11, 2024, regarding their billing concerns in response to the complaint.  Upon review of the account the customer was receiving a promotional rate that ended in October, 2024. The customer contacted ******************** when their promotion expired to disconnect the service and was offered a new promotional rate with an upgrade to ************** The rate change took place when the customer had fiber installed on November 18, 2024.After the fiber was installed, the customer had trouble getting their *********** to work. When the customer inquired about the ***, they were advised that they did not have ***********, which the ***** stated they would receive.The customer called ******************** on November 20, 2024, to discuss not having the ***********. The ***** investigated their account and was able to add ***********,however this increased the customers monthly rate. The ***** applied a courtesy credit of $25 a month for three months for the customers inconvenience. However, the customers bill had already been generated so when the customer received their bill, they did not see the changes that were made on November 20, 2024. Optimum received the BBB complaint on December 9, ******* response, Optimum investigated the customers concerns. ******************** submitted coaching for the original ***** that falsely told the customer they would be receiving the **** ******************** confirmed with the customer that their new monthly rate would be what the second ***** quoted. Additionally, Optimum confirmed the customer would see the three $25 monthly courtesy credits that the second ***** promised. Optimum sent email correspondence as confirmation. The customers billing concern has been addressed in full. We remain available should the customer require any further assistance. 

    Altice USA is NOT a BBB Accredited Business.

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