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

  683 Rt 10 East Randolph, NJ 07869

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

• 

  Optimum

  3710 Main St (walk-in Center) Bridgeport, CT 06606

• 

  Altice USA

  605 Pennsylvania Ave Matamoras, PA 18336

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:12/05/2024

  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.

  Optimum discontinued support of the cablecard equipment that I use to access cable services on November 5th. On November 9th, I returned the equipment and called their billing department to cancel my cable and telephone service while retaining home internet. The tech who handled my request spent about *********************************************************************************************************************************** that it was processed and that my future bill would be for $60/mo. He stated that my november bill would be credited a prorated amount in the december bill. Two days ago I went to pay the December bill, expecting that the service charges would reflect the cancelation made on November 9th with the prorated credit from November 5th to the last day of the billing cycle. Instead, they charged for the full amount, and my service was not cancelled. I called the billing department again and attempted to cancel a 2nd time, and was informed that I would be charged 100/month for the internet service unless I allowed them to install new equipment, but they would totally cancel phone and cable this time. I allowed them to schedule the service appointment, having no alternative path forward.Yesterday we checked the account and the services were again not removed. We were informed that because a service appointment was booked, the account was frozen and they could do nothing. After being passed around for 2 hours to various incompetent individuals, one of the managers processed the cancelation and apologized, crediting the account $40. Today, we checked again and the charges have not been removed, the services are not cancelled as per the agreement on November 9th. They have records of the calls, the requests, everything, but have not processed the cancelation. They want us to pay nearly $300 for services we haven't received for December, claiming they can't do anything. This is basically theft.

  Business Response

  Date: 12/18/2024

  Optimum contacted the customer on December ********* to discuss the findings regarding their billing issue. Upon review of the account, ******************** has applied the proper credit for services that were requested to be removed. Optimum has also applied a promotion to the account for the amount that was quoted. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:12/04/2024

  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 having a terrible customer service experience getting the deal I was promised when I migrated my two lines to optimum mobile and traded in my phone. I was promised the following:1. monhtly unlimited service for two lines unlimited max plans for $55 a month. 2. A trade in value of $505 for my iPhone 512gb 12 pro max which would be applied to my iPhone 16 pro purhcase. 3. The remaining balance on the iphone 16 pro would be covered via bill credits against the installments for 36 months. I should not have had any net installment payments due on the device because of the promotion and trade in. The only reason I switched to optimum was to get this promotion which my eligibility for such was verified by multiple service contacts prior to porting over my lines and trading in my device. Currently my bill is incorrect. My trade in value is not being applied and I am not getting any installment credits. I expect my bill to only be $55 a month with 2-3 dollars in taxes going forward. It is not. This is what was promised. No one can confirm it. I need to get the deal I was promised or want to return this device and have my traded in phone returned to me. No one from customer service knows whats going on or why the promotion is not applied. I need answers and resolution from someone who actually knows what is going on.

  Business Response

  Date: 12/24/2024

  Optimum spoke to the customer on December 24, 2024, and advised that the 36-Month Mobile trade-in credit promotion was approved and would be added to the next billing statement.We remain available should the customer require any further assistance.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Optimum is price gouging its customers in my area because they are the only provider of internet service. ******* **** and Optimum Fiber both advertise 1 gig internet service for @$39.99/month but because neither of these are available here Optimum charges its customers $118.98/month for 500 *** internet service and $138.98/month for 1 gig service. Optimum is charging $100.00 more for the same service other providers advertise at $39.99 and because Optimum is the only option residents have, they charge exorbitantly high prices for the same service. I have called Optimum and talked to a representative to reduce my bill but again because they know I have no other option they refused to help and told me if I want to reduce my bill then reduce my service to 500 Megs. I did reduce the service but the price is still outrageously high when compared to other internet providers. Optimums pricing for internet in this area is predatory and gouging. I have used Optimum at previous addresses I have lived, and when I called to cancel service to switch providers to get a lower price, Optimum would offer discounts to match its competitors to keep me happy. I did the same at this address and they refused any kind of discount and basically said if you want internet service than you have to pay what we say.

  Business Response

  Date: 12/22/2024

  In response to the complaint, Optimum spoke to the customer on December 18, 2024, and addressed all their billing and promotional concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.  
  
  

• Initial Complaint

  Date:12/03/2024

  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 have been requesting that Optimum/Cablevision remove their cables from the back of my house since June of 2022. I've spoken to numerous workmen, administrators and supervisors, all to no avail. I've had at least 5 site visits and nothing has been done. I'm at the end of a lengthy and costly repair to the rear of my home and the workers have had to work around a huge jumble of cables, and it has prevented them from completing the job satisfactorily since Optimum's cables are in the way. No one in my home uses Optimum for their service. I've been tempted to have the workmen cut down the cables and let the chips fall where they may, but my neighbors would be inconvenienced and I don't want that. I have spoken to the following; ******* ****** on 6/18/22 who said he'd call construction to schedule a relocation (he did not). I spoke to ******* ******* at ************ , a supervisor, who did nothing. I called again on 4/20/24 a tech came out and clipped a few dead wires but said he'd follow up for a relocation. On 4.24.24 I spoke to **** *****, a specialized agent in escalation who set up an appointment with the Optimum Survey Team who set up a Special Request Order for May 1, 2024. On May 1, *** and ******, field technicians, visited and said they'd refer case to the design department. Nothing happend. I've since been speaking with ******* ******* at ************ who has tried to assist. She had **** at ************ call on 5/17/24 but nothing moved forward. On 9/25/24, ******* said she'd expedite order. On 10/9/24 ******* resent the email to the design and construction team to expedite. Nothing happened. On 10/31 I called ******* in frustration to say I'd remove the cables myself (I did not). On 11/20 **** came out and rudely told me it wasn't his department, and now I'm back to talking with *******, who recommended I call you at BBB. She also gave me a phone number at their corporate headquarters that I will contact next.

  Business Response

  Date: 12/19/2024

  Optimum spoke with the customer on December 19th, 2024, regarding their concern about cable lines in their yard in response to the complaint. The customer confirmed that the lines were addressed satisfactorily, and no further assistance was required. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:12/03/2024

  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 reduce my bill as I do every year when they increase services. They told me if I get fios my bill will decrease by $50. Great, the technician came to my house and said they would not recommend fios because of the layout of my home. So I call to tell them and try and reduce the bill. Instead they tell me the bill will be higher due to promotions ending. We are senior citizens and feel like we are being held hostage by not going with fios. We are paying way too much and feel like we are being taken advantage of besides being totally ripped off.I believe their customer service is trained to upcharge, not help the customer reduce their bill. I requested a manager at least 5 times, on the phone for one hour and 30 minutes with no satisfaction and no manager. I have been with Optimum/Altice for over 30 years.

  Business Response

  Date: 12/26/2024

  Optimum spoke to the customer on December 26, ******** addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

• Initial Complaint

  Date:12/02/2024

  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.

  Subject: Complaint Regarding Unresolved Internet Issues and ************ from Optimum To Whom It May Concern at the Better Business Bureau,I am writing to formally file a complaint regarding Optimums failure to resolve ongoing internet issues despite multiple technician visits and escalations. I subscribe to their 1 Gbps internet package for $90 per month, yet my speed has been consistently subpar, causing major disruptions to my work and daily activities.Timeline of Events:November 15, 2024: A technician visited to address speed throttling issues blamed on "interference from my residence." The technician couldnt access the attic and assured me theyd return on November 19, 2024 after consulting a supervisor.November 19, 2024: Despite a scheduled 8:0011:00 AM appointment, no one arrived. After contacting Optimum, I was told no appointment was scheduled. I wasted time clearing the attic and canceling meetings, only to spend an hour with customer service before rescheduling for November 22, 2024.November 22, 2024: Again, no technician arrived. At 6:30 PM, the technician called, apologized, and requested rescheduling, citing poor communication from Optimum.November 26, 2024: After filing an FCC complaint, an Optimum representative contacted me and promised a technician visit. I provided December 2, 2024 as my available date.December 2, 2024: The technician arrived late at 5:30 PM without notice, unprepared, and asked me what needed to be done. They admitted the corporate instruction was simply "Come when you can." The technician suggested rescheduling for December 6, 2024, claiming it was too late to complete the ******* Concerns:Unresolved speed issues despite months of complaints.Missed appointments, poor communication, and lack of accountability.Continued billing of $90/month without delivering promised service levels.I hope the BBB will hold Optimum accountable and ensure they deliver the service I am paying for.Sincerely,****** *******

  Business Response

  Date: 12/11/2024

  Optimum spoke with the customer on December 3, 2024, regarding their service issues in response to the complaint. A service visit was completed on December 9, 2024, where the technician repaired the inside wiring to resolve the problem. On December 11, 2024, Optimum followed up with the customer, who confirmed that all services were working correctly. A credit was applied to their account for the verified service interruption. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for internet, cable and telephone that I can not use half the time. When I call to have a technician to come out and resolve the issue they either do not show up or say they fixed the problem when it is not fixed. Im tired of having to call constantly. Im having to beg for services to work that I pay for!

  Business Response

  Date: 12/17/2024

  In response to the complaint, Optimum spoke with the customer on December 3, 2024, regarding their service issues and advised of a service visit. On December 7, 2024, Optimum completed a service visit, which was referred to Optimums engineering team. On December 8, 2024, Optimums engineering team completed outside repairs. Optimum attempted to reach the customer on December 16 and December 17, 2024, to verify services but was unsuccessful. Optimum has provided our contact information should any further assistance be required.

  Customer Answer

  Date: 12/23/2024

  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:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of this tv provider for at least 4 years. In August of this year I terminated their service. I was told to return all equipment to them and they provider me with a prepaid label to do so. I packed all the require equipment as instructed, attached the label and took it to the local ***** drop off and sent it off. They didnt offer a receipt and I didnt think to ask for one as it was prepaid. I did this on September 9th. With a month I was notified by the tv provider ( called Optimum in my area) that they never received the box and I had to pay $150 for not returning it. They texted me several times and I texted back that all equipment had been returned. Now they sent me to a collection agency and in order to protect my credit I paid it but this is totally unacceptable as I did as I was instructed and would like to get my money back.

  Business Response

  Date: 12/10/2024

  In response to the complaint, Optimum spoke to ******* ****** on December 10, 2024, and fully addressed all their billing concerns. Optimum also informed ******* ****** that they would receive a refund in the mail to please allow 30 days. ******* ****** was also provided with our direct contact information if further assistance is required.  

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to disconnect service. The lady on the phone would not let me disconnect. We were on the phone for 45 minutes telling her no to all her promotions. She was the worst.

  Business Response

  Date: 12/11/2024

  Optimum spoke to the customer on December 11, ******** addressed the customers billing concerns in full. We remain available should the customer require any further assistance.

  Customer Answer

  Date: 12/11/2024

  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:

  [Your Answer Here]

   

  The remaining balance on the account has not been resolved. I am asking for the last bill on the account to be relinquished. 

   

   

   

   

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

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 12/13/2024

  In response to the complaint, Optimum spoke with the customer on December 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 December 2, 2024, and their monthly billing period ends on the 7th of each month. Therefore, this customers account was entirely disconnected on December 7, 2024. On December 13, 2024, Optimum waived the late fee. Optimum provided our direct contact information to the complainant should further assistance be required.  

  Customer Answer

  Date: 12/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   As I expressed to the optimum customer service representative that called me, I'm requesting that this account's last bill to be erased. We had a horrific experience with trying to disconnect our services and we did not have time to pay the last bill because we did not get clear communication before The account owner had to go to an inpatient treatment facility. He is now unable to pay it until sometime in January. Upon reflection, I am asking for the full amount to be erased. The customer service representative. We're on the phone with the other day. Cancellation made, canceling extremely difficult as well as satisfying our last bill.

   

  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:12/02/2024

  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.

  My bill has been incorrect since 10/19/24 - 11/18/24. I have been charged an additional $180.00 for internet service. The retention department notice it and corrected on their side stating I should only pay $85.00 per month. Retention stated they work on two separate systems and can't get the billing department to correct it on their side. I called back on 11/20/2024 when I received my 11/19/2024 - 12/18/2024 bill they said they would get it fixed. It should show up with in 24 hours. Never did. I called back on 11/30/2024 and tried to cancel my service received another person and retention and they said they could see the issue too. The went to go get their manager and I was on the phone for hours. I was supposed to receive a credit for the two incorrect bills in the amount of $385.76. I was told once again it would show up in 24 hours. I have called in multiple times and get the same issues with nothing being resolved. I have the phone called recorded with what was supposed to be done. My bill monthly should only be $85.00. I need my credit, or I will need to take this to my lawyer.

  Business Response

  Date: 12/06/2024

  In response to the complaint, Optimum attempted to reach the customer on December 2, December 3, and December 6, 2024, regarding their billing concerns but was unsuccessful. To address the customer's concerns in full, we will need to speak with the customer. ******************** has provided our contact information should any further assistance be required.