Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Altice USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,901 total complaints in the last 3 years.
1,729 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.

Initial Complaint
Date:11/16/2024
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 does not offer any help to the visually impaired elderly.
Business Response
Date: 11/29/2024
In response to the complaint, On November 16, 2024, **** ******* contacted Optimum regarding help with visually impaired customers; ******************** could not speak with **** regarding their complaint. Optimum attempted to reach **** ******* regarding their service concerns on November 26, November 27, and November 29, 2024, but was unsuccessful. The customer was also provided with our direct contact information in case any further assistance is required.
Initial Complaint
Date:11/14/2024
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 purchased a phone through optimum Mobile online the day after I received the phone I decided I did not want itI they sent me an email stating that they never generated the shipping label which I do in fact have and I just want a refund. I have been that talked to five different people who all stated that yes we see that you return the phone on October 24th and now they're saying they didn't generate a shipping label where would have gotten the shipping label
Business Response
Date: 11/27/2024
Optimum attempted to reach the customer by phone on November 14, 2024, November 26, 2024, & November 27 but was unsuccessful. However, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.
Initial Complaint
Date:11/12/2024
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.
When I first applied to receive service from optimum i enrolled in a forever price from them that started at $112 for basic cable and Wi-Fi. Now every year around the same time of this month, November they raise my bill up any where from $15-$20 saying they had no clue about my promotion and the best they can do is always a higher price but cheaper then what they put on the bill. So for instance they raised my bill to $187 once, but told me the best they could do is $143. But i would still have to pay the $187 because they couldn't do bill adjustments which is total ********.So i was frustrated because I was enrolled in what they called a grandfather plan. Which they magically took away with no notice. When i inquired about just canceling my plan in general they wanted to change me a total of almost $500! to just cancel my plan. Which sounds like a scam because there commercials cling on the slogan of cancel anytime for free! So i paid the $187 and continued to pay $143. Now of course like clock work here comes it being a year! That i have been paying the $143 and now they are trying to raise it by another $15. So now when reaching out to them again they gave me another excuse as to why it was higher. I feel like this company scams people out of money and than scams them if they try to leave. If they advertise a forever plan for a certain amount it should be charged as is.
Business Response
Date: 11/25/2024
Optimum attempted to reach the customer by phone on November 12, 2024, November 19, 2024, and November 25, 2024, but was unsuccessful. Upon review of the customers account, we would need to speak with the customer to investigate their claim of pricing further.Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Initial Complaint
Date:11/11/2024
Type:Billing 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.
Charged credit card for this amount 3 months after I canceled service. Credit card they charged was not associated with this account.
Business Response
Date: 11/12/2024
Optimum spoke to the customer on November 12, ******** addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 11/12/2024
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:11/10/2024
Type:Billing 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 have attempted to cancel my Optimum Mobile account on numerous occasions to no avail. I am not in a contract and am supposed to be able to cancel at anytime. There is no mechanism to cancel service without calling the company and when I call to speak to a representative, they transfer me and place me on hold when I ask to cancel my service. I've even tried to remove my autopay and it is the same situation. I have literally not used the phone in over one year because it's lost and they will not let me cancel my mobile account. I had two lines and spent 3 hours several months ago to cancel one of the two, but they won't stop billing me for a service I do not use. I just want them to stop billing me and end my service for mobile.
Business Response
Date: 11/16/2024
Optimum spoke to the customer on November 16, 2024 and confirmed their mobile account had been disconnected as of November 10, 2024. We remain available should the customer require any further assistance.
Customer Answer
Date: 11/18/2024
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. I hope the company will rethink it's unscrupulous attempts to keep customers by making it so difficult to terminate service.

Sincerely,

****** *****
Initial Complaint
Date:11/09/2024
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 has been charging me $120 monthly for a service not provided to me in a state I do not live in. Theyve refused to cease charging me after MULTIPLE calls where Ive been told the account is closed and Id be receiving a refund. Its has been YEARS of them charging me inappropriately, and some employees have been lying about being managers to get customers off the phone. I have contacted this company on 4 separate occasions to stop charging my account for a service I DO NOT HAVE IN A STATE I DO NOT LIVE IN. Each time I was told it would be taken care of and each time it is not. This company has now stollen well over $5000 in total from me and will not take responsibility. Theres no telling how many others theyre doing this to.
Business Response
Date: 11/22/2024
Optimum was unable to speak with ***** ****** after multiple attempts. Optimum attempted to reach the customer by phone on November 10, 2024, November 21, 2024, & November 22 but was unsuccessful. However, voicemails and e-mails were sent, providing our direct contact information should further assistance be required.
Initial Complaint
Date:11/09/2024
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 requested Optimum internet service for my new home in *******, **. When I spoke with customer service, I specifically asked if they would need to drill any holes in my wall. They assured me that since they dont use fiber lines, no drilling would be necessary. My installation appointment was scheduled for November 9, 2024, at 5 p.m.However, on November 7 around 9:30 a.m., a technician called and informed me that he needed to install a box on my wall, which would require drilling. I told him I wanted to be present if any holes were going to be made. When he asked if I was home and I said no, he abruptly told me he was going to cancel the service and then hung up.Unhappy with the technician's attitude, I called Optimum customer service and canceled the service request. Therefore, Optimum has no right or appointment to connect the internet to my home. My cancellation confirmation code is ****************Despite the cancellation, I later discovered that the technician had installed the box, drilled multiple holes in my wall without my permission, and left the line lying across my neighbor and my yard. This has not only damaged my property but also made it difficult for my neighbor and me to mow our lawns.I am requesting that Optimum remove the box and the line and repair the damage to my wall, and they must compensate me for the stress and time I spent repeatedly contacting their customer service. ******************** should resolve this issue promptly.
Business Response
Date: 11/21/2024
In response to the complaint, Optimum spoke with ***** **** on November 21, 2024, and informed them that the property damage request has been escalated, and the invoice has been submitted for review. Optimum was able to remove the box installed on the side of the property and any cable wiring as well. The complaint for property damage remains open; the new case number would be ******. Please refer to the new case number, as the complaint will not be closed until the invoice is addressed. Optimum is available for further assistance and has provided the customer with our direct contact information.
Customer Answer
Date: 11/23/2024
Better Business Bureau:

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

[During my last conversation with the agent, I was asked to accept their response. While I considered it, I have decided to keep this case open until my complaint is fully resolved. The issue began with holes in the wall, which remain due to drilling for the installation of the box. Until the damaged bricks are replaced with new ones and the repair cost is fully coverd by Optimum, I would like to keep this case open.]

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

Sincerely,

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

Customer Answer
Date: 12/07/2024
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:

No progress has been made since my last communication with Optimum. While I forwarded the cost estimate and invoice as requested, I have yet to receive the check to cover the repair costs. Unitl this matter is resolved, the case will remain open. Below is what I responded to *** ******** email. I would also like to point out that no one has visited my property to inspect the wall, despite Ulma (Lubbock Field Supervisor) informing me that someone would visit on December 4th. Additionally, what **** (though I am unsure if this is the correct name of the Lubbock Field Supervisor) mentioned has only added to the confusion. It remains unclear what the next step will bewhether Optimum plans to send someone to estimate the cost, issue a check based on the invoice I provided, or take no further action. This uncertainty leaves me unsure about Optimum's intentions moving forward.
-----------------------------
Email that I sent to ****** ****** on December 4th, 1:56PM CST.
Thanks, ******, for your assistance.
I just spoke with **** (?) who is the field supervisor in *******, and asked him about the next steps and what I should do moving forward. He mentioned that he would forward the estimate/invoice to another department, which will contact me after reviewing the invoice and assessing the damages.
Someone from the department is expected to come by today to inspect the wall and check if Ive already replaced the bricks, which I have not. **** also clarified that he is not the person to handle reimbursement details, so Ill need to wait for the department to reach out.
He added that it will take about four weeks for the department to assess the situation/invoice, followed by another two weeks to process the reimbursement. Hes unsure whether they will re-estimate the costs.
Thats my understanding so far. Thank you again for your help. Ill keep you updated if I hear anything further.

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

Business Response
Date: 12/17/2024
Upon review, Optimum attempted to contact ******************* on December 17, 2024, to inform them that their property damage claim invoice had been approved and that a check had been sent out and would be received in the mail. Optimum has provided ******************* with our direct contact information if further assistance is needed.
Initial Complaint
Date:11/09/2024
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.
Internet going out several times during the past month.
Business Response
Date: 11/23/2024
Optimum attempted to reach the customer by phone on November 21, November 22, and November 23, 2024, but was unsuccessful.Remote testing shows no impairments in the lines and confirms the customers modem is online. We would need to schedule a service visit to the customers home to further investigate their claim of service issues. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 11/23/2024
Better Business Bureau:

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

I called *** back at her extension and no call back. Also emailed her every time service went out and no response. Just the generic answer of they couldnt find anything.

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

Sincerely,

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

Business Response
Date: 12/02/2024
We attempted to reach you by phone on November 25, 2024, November 30, 2024, and December 2, 2024, but were unsuccessful. Remote testing shows no packet loss or impairments. A speed test was also conducted which showed no speed discrepancies. A service visit would be recommended to determine what is causing the service issue. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 12/04/2024
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:11/07/2024
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 spoke to an optimum ***resentative to offered me a deal with my phone service. I have 4 devices and was attempting to move over to optimum mobile. The asked the *** about the financing on my current devices with ************************. He assured me that optimum mobile would handle that with ******** during the transfer. I was asked to pay $82.00 for activation fee for my four devices. When it came time to activate the devices only one device tried to be activated and wasnt successful because ******** has a lock on the *** card because technically they own the device. The phone *** then assured me there was nothing they could do for me and recommended I go back to ******** and finish out my finances with them then I could come back to optimum at a later date. At this time th *** tells me my $82.00 is non refundable. I never received any service or got anything from optimum but heartache. I should not be penalized for something that wasnt my fault. I even asked could they credit my optimum cable with the $82 and they told me NO IM OUT OF MY MONEY.
Business Response
Date: 11/20/2024
In response to the complaint, Optimum spoke to the customer on November 8, 2024, regarding the complaint. Optimum processed a refund on November 14, 2024, and the customer should receive it in 72 hours. The customer has our direct contact information to the complainant should further assistance be required.
Initial Complaint
Date:11/06/2024
Type:Sales and Advertising 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 am writing to express concerns regarding my current Optimum service, specifically the pricing for my 1Gbps intranet plan.When I initially subscribed to Optimum's internet service, I was paying $89.30 per month. At the time, a neighbor informed me that fiber internet was becoming available in our area, and after some back-and-forth discussions with Optimum, I was able to secure the same price that my neighbor was paying. However, I recently discovered that Optimum dropped the price of this plan to $54 per month more than a year ago, but I was not made aware of this price reduction, nor was I notified about this change.Upon learning about the price drop, I immediately called Optimum to inquire about adjusting my rate to reflect the new pricing. Unfortunately, after a long wait on hold, I was told that there was nothing Optimum could do to assist me with this matter. I find this response disappointing and frustrating, as I believe the price drop should apply to all customers, including myself.Given the circumstances, I believe Optimum should honor the new, lower price for my account and retroactively apply the change. I am reaching out in the hopes that you can help me resolve this matter, as I feel this pricing discrepancy has not been handled fairly.I appreciate your attention to this issue and would greatly appreciate any assistance in resolving this matter promptly.Thank you for your time and understanding.
Business Response
Date: 11/19/2024
Optimum spoke with the customer on November 6th, 2024, regarding their billing issue in response to the complaint. Optimum scanned the account for available promotions and found that the customer is already receiving the lowest possible rate for the services rendered. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 11/20/2024
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,

****** *****

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Altice USA is NOT a BBB Accredited Business.