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

5,893 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.

Initial Complaint
Date:11/05/2024
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.
Oct 7, 2024 attempt to close account of monthly auto payments for internet service, by phone. Multiple offers and promises made by optimum customer service personnel to prevent my disconnection. Transferred to different optimum customer service persons, all attempts to keep my account open. I insisted to close my account. I was told account would be closed the following month and I would be charged another month. I disagreed because I was not using the service or equipment. I closed the checking account when the bank said that they could not stop payment. Oct 9, 2024 I returned optimum equipment to the local office stating I had closed the account. Again ******************** employee was adamant about why I closed account, who was new service provider, how much cost for new service???Nov 4, 2024 received bill in mail for month of October $70 plus return check charges $30. Very frustrating to communicate with optimum staff trying to dispute the charges. Being transferred several times, on hold as always. Each asking for same information. Very rude and unprofessional. Finally I was told account is still open because the conversation was disconnected on oct 4, 2024. And now I also owe $70 for November. Total $170. Also I was informed that if the account is closed the amount due is nonnegotiable. No notice or communication by email as my preferred method. Cost increases twice in one year. After initial one year contract. Im unhappy to deal with this company. Please acknowledge my situation. Thank you.
Business Response
Date: 11/10/2024

In response to the complaint, Optimum spoke to the customer on November 10, ************************************************ full. The customer was also provided with our direct contact information in case any further assistance is required.

Customer Answer
Date: 11/19/2024
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:

after monetary settlement of agreed amount due to altice inc. my account has not been closed as asked oct. 7, 2024 and verbal agreement nov. 13, 2024. and automatic payment plan is still active, although bank account is closed.

i recieved a new statement nov. 18, 2024, with new amount due. my phone call has no response.
*** *****

Business Response
Date: 11/19/2024
In response to the complaint, Optimum spoke with *. ***** on November 19, 2024, and successfully addressed all of their billing concerns in full. The account has been officially disconnected as of November 1, 2024, and the remaining balance of $5 has been waived. Additionally, autopay has been removed from the account. Please allow ***** hours for the online portal to reflect the changes. Optimum is available for further assistance and has provided the customer with our direct contact information.
Customer Answer
Date: 11/25/2024
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:11/02/2024
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.
For 5 months now they have been telling me they have fixed the overcharge on my account. I have talked to ******* ****** ****, ***** ****, ****, ******, **** and their escalations specialist ****** ******. they have promised me since 7/5/24 that they have it fixed, but they just continue to overcharge me. I have spent dozens of hours on the phone with them and have not gotten the problem fixed. at this time, they owe me about $200 and need to adjust my bill to the level they have promised numerous times.
Business Response
Date: 11/07/2024
In response to the complaint, Optimum spoke to the customer on November 4, 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.
Initial Complaint
Date:11/02/2024
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.
Optimum contractor dug up my entire front yard to run cable to my neighbor's house. I was never consulted. They DID NOT HAVE MY PERMISSION TO DO THIS. NO ONE ASKED FOR MY PERMISSION. THEY JUST DID IT. I WANT IT REMOVED FROM MY YARD, RE RUN BY CURB AND MY YARD REPAIRED SO IT LOOKS LIKE IT WAS NEVER DONE.
Business Response
Date: 11/15/2024
Optimum attempted to reach the customer by phone on November 4, 2024, November 7, 2024, and November 15, 2024, but was unsuccessful. Upon review of the customers account, we would need to schedule a service visit to the customers home to investigate their claim of damage yard further. 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 finally spoke with someone. Their unrecognized numbers went to spam. I spoke with ******** and ********. No results. No resolution so far. They just need to come dig up that line, run it properly and fix my yard. Tell them to just do it. Talking is getting nowhere.

Customer Answer
Date: 11/24/2024
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:10/31/2024
Type:Order 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.
October 28, 2024 a tree fell on my business property. The tree fell on Optimum wires and is on the verge of snapping 2 poles. the tree is on the wires and Optimum says they don't care if the wires snap the poles, and the poles can fall on cars or home and hurt people. We have made at least 10 phone calls with no progress.
Business Response
Date: 11/15/2024
Optimum attempted to contact the customer on November 1st, 2024, regarding their concern about low-hanging lines in response to the complaint but was unsuccessful. Optimum's teams successfully repaired the lines on November 8th, 2024. On November 15th, 2024, Optimum followed up with the customer, and advised that all ******************** lines were accounted for and that the last line remaining belong to ******* and to contact them for further assistance. The customer has our direct contact information should any further assistance be required.
Initial Complaint
Date:10/31/2024
Type:Sales and Advertising 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 payment was due on 10/10/2024 and the account was setup on automatic draft. I received an email saying that my account was past due on the 12th and I called to dispute after checking my account and seeing that the payment had posted. I was told I ******** receive a refund but that they had no record of the payment being made. I wait, no refund ever received. I called back with the same complaint again only this time Ive realized that payments has been taken from 2 different accounts, one being my debit card the other being my credit card which are both on record for automatic draft. They still show no record of the payments and this information is only enclosed on the mobile app for mobile service as I do not have home service with them. I went into a local branch location with my proof of these payments and received a text stating that one account would be refunded but the other draft money was never applied to my bill and my services are at risk of being disconnected. Ive been robbed by a corporation and cant seem to get anyone to understand or care that Im out of money for a service I clearly paid for and may be losing soon.
Business Response
Date: 11/05/2024
Optimum spoke to the customer on November 5, **************************************************** full. We remain available should the customer require any further assistance.
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing because all the problem I am having with optimum, they are making mistake on my bill and saying my bill are late. ask to talk to a supervisor but they do not call me back. I am disable and trying to keep service on. The billing department marked the mistake and keep changing my bill.
Business Response
Date: 11/01/2024
Optimum attempted to reach the customer on October 30, October 31, and November 1, 2024, but was unsuccessful. Upon review of the account, ******************** did not locate any billing errors but would need to speak with the customer for further information. ******************** has provided the customer with our direct contact information by voicemail and email should they require additional assistance.
Initial Complaint
Date:10/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Told by installers I would be billed by mail. Never received bill. Service was deactivated, called explaining the situation and they said they would remove the late fee and reactivated service. They reactivated service but never removed late fees. I have requested a paper bill on multiple occasions so I can see what is happening ( they keep saying they will but never do), they raised my bill from $50.00 to over $80.00 without my permission or without any kind of notification. Last month when I called in to make a payment I was told the promotion I signed up for had ended but they would lower my bill to the $65.00 range we will see. They said I had signed up for paperless billing ( not true) and said they would send a paper bill (still nothing yet) I was forced to pay the higher bill to keep service then they are supposed to lower for next month ( we will see). I also told customer service I would not be willing to pay the the due balance if the late charges we're not removed, I confirmed this several times with the customer service *** before agreeing to pay the balance due (minus late charges) and he assured me he would,after several minutes on hold he came back and told me he had lowered my late fees but did not remove them (he totally totally lied to me). I would actually like any information on how to possibly start a class action law suite, because of their shady business practices and the fact I've been flat out lied too on multiple occasions I'm sure I'm not the only customer with the same kind of experiences. Customer's are what makes their business and they should not take advantage of them.
Business Response
Date: 10/31/2024
Optimum attempted to reach the customer by phone on October 26, 30, and 31, 2024, but was unsuccessful. Customers can request to receive paper bills by signing into ************************ and clicking pay bill. Under Manage, navigate to manage paperless billing, then select opt out of paperless billing. Optimum verified the customer is receiving the rate they were previously advised. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Initial Complaint
Date:10/25/2024
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.
The company misrepresented and lied to me several times being very confusing about payment and billing. They charged me for Oct 8-Nov 8 billing when I canceled on Sept 25. They auto drafted ****** from my account that I did not agree upon. They do not follow up with corporate escalations.
Business Response
Date: 11/01/2024
Optimum spoke to the customer on October 25, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Initial Complaint
Date:10/23/2024
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.
Earlier this year in the month of March 2024, the main sewage line on my property began to have issues that resulted in sewage overflowing into my yard. A plumber was called to resolve the issue and approximately 2 1/2 months later the issue came back. Since the month of March, the sewage issue has been a consistent problem. This is a brand new house that was built in 2021. After the issue kept happening, I called the city and they brought a camera to run through the main sewage line to see if there was any damage to the pipes. Upon inspection, they found that a fiber optic line that belongs to this company was the cause for all the issues. The internet company had drilled through my main sewage line and inserted a fiber optic cable. I have called the company and told them about this issue on 10/10/2024 and they have done nothing to resolve it. I have already spent approximately $500 on plumber service calls to unblock the line every time it gets backed up. It is extremely inconvenient since the toilets are unable to flush every time this happens and a hazmat issue since the sewage spills into the front yard where the public sidewalk is also located.
Business Response
Date: 10/28/2024
In response to the complaint, Optimum attempted to reach the customer on October 23, October 25, and October 28, 2024, regarding their damage claim but was unsuccessful. Optimum confirmed that Optimum does not own the line in question and that the customer will need to contact other providers in the area. Optimum has provided our contact information should any further assistance be required.
Initial Complaint
Date:10/22/2024
Type:Sales and Advertising 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.
The issues began about a month ago when I received my bill from optimum and found that I had been paying for a phone line I did not request or approve. So I called again and was told that they had resolved the issue and that if I switched to fiber optic I would save more on my bill. The technician came to install the fiber and found that there was a problem outside my apartment and stated that another technician would be out the next day to fix it and I would not need to be home and they did. About 7 days later I lost internet. The technician came 4 hours early while I was at work and left. They came the next day only to say they were not able to fix the problem. The next morning I was at work a received yet another call from a new technician stating he was there to fix it. He stated that we would put it in the system and come back Monday to repair it. Late Monday afternoon I had not heard from the tech so I texted and was told the ticket had been closed and marked repaired. Today the technician came and stated he couldnt do the work and the technicians before were independent contractors and did not have the correct information. I have been without service now since the 11th. I have called several times and have had my phone go off constantly while I am trying to work. I had to take time and jeopardize my own job so they could come out and fix the mistake. They have been rude, hung up the phone, interrupted me, left my tv stand in the middle of my living room, and scratched my hardwoods while moving equipment. This is beyond ridiculous. I have been without service for 12 days and have had 8 different technicians come out and still the issue is not resolved. While they have promised to reimburse me for the days without service they are doing nothing to compensate for their gross incompetency.
Business Response
Date: 11/04/2024
Optimum spoke with the customer on October 23rd, 2024, regarding their service and billing issues in response to the complaint. A service visit was completed on October 24th, 2024, where the technician repaired a broken fiber line to resolve the issue. On October 28th, 2024, Optimum followed up with the customer, who confirmed that all services were working correctly. Optimum also advised that a service credit was applied to their account for the verified service interruption, and a service appointment fee was credited to the account. Additionally, Optimum advised the customer that no back credit was warranted for the phone service. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 11/04/2024
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:

When I first moved to the area I told the service provider that I did not want a phone line, that was added after the fact. In fact I wasnt even told the phone number for the line. How can I possibly be charged for a line I did not ask for and had no knowledge of? When you log into the optimum app you have to dig to find your bill. This is deceitful business practices. I didnt ***ort the phone line because I was told by the service *** that I would only be receiving internet and my bill was the quoted price. I had no reason to believe that they had added a phone line without my consent.
As for the service credit, they took 12 service calls to fix the problem because they kept sending out unqualified independent contractors. I should not have to pay a dime to fix the service they did not install correctly. I had the service 5 days before it stopped working for 14. This was clearly a mistake on their part and it should not be my financial responsibility.

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

Sincerely,

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

Business Response
Date: 11/27/2024
Optimum attempted to contact the customer on November 21st, 2024, regarding their billing issue in response to the complaint but was unsuccessful, leaving voicemails and e-mails. Upon review of the account, ******************** found that no calls were received to remove the phone service until September 14th, 2024, therefore, no back credit is warranted. Optimum's subsequent attempts to contact **** ******** to advise of the above on November 22nd, 2024, and November 27th, 2024, were unsuccessful. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 11/27/2024
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 previously stated I was given a bait and switch and told a price for just internet and then had an additional phone line added without my consent. Furthermore I wasnt told a phone number or even given a hook up for phone. Regardless if I called or not I was lied to and deceived.
**** ********

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Altice USA is NOT a BBB Accredited Business.