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Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Important information

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

Complaints

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

Find a Location

Altice USA has 495 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Altice USA

      1 Ct Square W Long Island City, NY 11101

    • Altice USA

      1111 Stewart Avenue Bethpage, NY 11714-3533

    • Altice USA

      6 Executive Boulevard Yonkers, NY 10701

    • Altice USA

      275 Centennial Avenue Piscataway, NJ 08855

    • Optimum

      28 Cross St Ste 1 Norwalk, CT 06851

    Customer Complaints Summary

    • 5,859 total complaints in the last 3 years.
    • 1,749 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2022

      Type:Customer Service 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.
      On Feb 15, 2022 an 18 ******* ran off the road and took out a telephone pole in my front yard. The city utility replaced the pole and restored power. **** fixed the fiber. Suddenlink now Optimum installed a temp cable extension to the main cable that is on the ground. The cable on the ground is cut, nicked and providing <100 mb speed to the house, yet we are paying for 400mb service. I've called the help line and get ***** and they want to reset the modem. I called so much that my account was flagged and the "Advanced Solutions Team" contacted me. They see that I call once a week and the issue has been escalated multiple times but they can't fix it, they have to send it to "CONSTRUCTION" and construction has 90 days to respond. NOT FIX IT, JUST RESPOND. This issue has been escalated several times but some how the ticket gets "CLOSED" and I have to start over with *****. I'm paying 100% and getting 25% of what I'm paying for. To sum up, Optimum's main trunk line feed the neighborhood is on ground and the city's tractors and bushhogs run over this cable every time they mow. When it rains service gets worst or we lose it all together. Optimum has no sense of urgency to fix, yet they take my money monthly without providing me the service they promised. #CRIMINAL #monopoly

      Business Response

      Date: 12/22/2022

      In response to the complaint,Optimum spoke with the customer on December 14, 2022, to acknowledge receipt of the complaint. In speaking with the customer, ******************** confirmed the customers initial complaint about a damaged telephone pole on February 15th,2022, which caused the customer to have intermittent services. On February 21st,2022, through troubleshooting, Optimum Care was successful in getting the customers services up and running without any issues. The customer was provided with a new temporary connection to ensure no further problems were experienced. Optimum has issued a credit to the customer account for all the inconvenience.The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 12/27/2022

      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:

       Filing a complaint with the BBB has got Optimums attention. 

      They did fix the damaged cable but they didnt properly compensate me for lost service. I reached out to them today with the attached email. I have data and they are dividing by 2 and for 2 months when the cable was damaged for 10 months. 

      Thanks,

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


       



       

      Business Response

      Date: 01/05/2023

      In response to the rebuttal,Optimum spoke with the customer on December 28, 2022, to acknowledge receipt of the complaint. In speaking with the customer, ******************** advised that no additional credits can be offered as there were no calls from the customer to ******************** expressing concerns about intermittent services. On Friday, December 30, 2022, the customer stated that he was experiencing low internet speeds, for which Optimum sent out field services to confirm that all connections were working correctly. Optimum then spoke with the customer and confirmed that the internet was working correctly. On January 3, 2023, Optimum was able to re-package the customers current services to offer additional discounts, which will be valid for the next 12 months. The customer has our direct contact information should any further assistance be required.

    • Initial Complaint

      Date:12/12/2022

      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.
      This has been going on for a month, and in the meantime I lost a lot of money, I asked to transfer the phone number to another address, they were supposed to come a few days after that, but for some reason no one came, and not only that, the next day they disconnected my phone at the old place, And since then I call them all the time to at least connect my phone to the old place because I'm just losing money and my name is also ruined because everyone thinks I closed the business but nothing helps

      Business Response

      Date: 12/23/2022

      In response to the complaint Optimum spoke to the customer on
      December 13, 2022, to acknowledge receipt of the complaint. On December 22, 2022, Optimum advised customer
      process regarding porting of his previous phone number. On December 22, 2022, Optimum
      successfully ported the phone number. On December 23, 2022, Optimum spoke to
      the customer to confirm all services working and issued courtesy credit for the
      equipment. The customer has our direct contact information should any further
      assistance be required.
    • Initial Complaint

      Date:12/12/2022

      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 tried to get a seasonal billing subscription with OPTIMUM CABLE which is a company under Altice, however their customer support continues to lie that I do have that when I still get charged for regular billing. They hang up on me or lie to me all the time.

      Business Response

      Date: 12/23/2022

      In response to the complaint, Optimum attempted to
      speak with the customer on December 14th, 2022 to acknowledge
      receipt of his complaint. Optimum was able to resolve the customer’s billing
      concerns in full. We remain available should any further assistance be
      required.

    • Initial Complaint

      Date:12/09/2022

      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.
      I attempted to sign up for ACP reduced price internet for low income approximately 4 months ago. I received an advertising card from them for the ACP program with a phone number to call. I called and 3 times someone "helped" set it up. When I realized it still wasn't set up I attempted to set it up on their Internet website 3 times. After hours of time wasted and being told over and over that it was set up, it's still not set up and Altice USA is continuing to charge me $89 for internet fee and a bogus $30 fee I never agreed to. I live alone and only use my phone and smart TV. The internet is very slow and getting even slower over the last month and "customer service" is very poor.

      Business Response

      Date: 12/16/2022

      In response to the complaint, Optimum attempted to reach the
      customer on December 9th, 2022, to acknowledge receipt of the
      complaint. The customer was advised to fill out the ACP application on the
      Optimum website to provide consent to transfer existing credits from a
      different provider. A service visit is also needed to address the customer’s
      internet issues. Optimum’s attempts to reach the customer were unsuccessful;
      however, voicemails and emails were sent providing our direct contact
      information. The customer was provided with our direct
      contact information should further assistance be required.

      Customer Answer

      Date: 12/16/2022

      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 business is not telling me anything new to do to accomplish getting the ACP discount that I have been told over and over by calling their customer service. Two days ago I emailed the business my direct approval by ACP with my ID number and approval number that I have also provided the in May 2022.


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 12/22/2022

      In response to the complaint, Optimum attempted to reach the
      customer on December 19th, 2022, to acknowledge receipt of the
      complaint. The customer was advised to restart the ACP application. The
      customer was provided with the website to start the process. A service visit is
      also needed to address the customer’s internet issues further. Optimum’s
      attempts to reach the customer to acknowledge receipt of the complaint were
      unsuccessful. The customer was provided with our direct contact information
      should further assistance be required.

      Customer Answer

      Date: 12/23/2022

      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: 

       The Altice representative and I have been corresponding via email since December 9, 2022. Just because he doesn't prefer that type of communication is not the same as he (****** *.) is saying says not responding. The problem is, Altice is not offering no solution  toward a resolution of my complaint. 





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

       





       
    • Initial Complaint

      Date:12/08/2022

      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.
      Hi, I'd like to file a complaint against Optimum wifi and cable company. I used their services for almost two years at a previous address, *** ****** ** ***, in Brooklyn. I was on a month-to-month agreement, no contract, and called Optimum on August 20th to cancel my service, then called again on August 21st to ensure that the service was canceled and that no other fees would be auto-debited from my account. I was assured that the service was canceled and that I wouldn't incur any further charges unless the router I rented wasn't returned.
      All equipment was returned by the second week of September but I'm still receiving auto-debits to my credit card from Optimum in the amount of $54.38 - which was the original amount charged monthly.
      I've tried calling Optimum several times to no avail. Every time I call I'm told one of the following:
      it's either-
      1 - Optimum can't access my account because I'm no longer an active customer
      2 - The amount is a past balance - it isn't. Optimum charges customers a month in advance. I was always paid up to date
      3 - They can't help me and I have to dispute the charge with my credit card company

      I've disputed every single charge with my credit card company but I'm still being charged by Optimum, months after canceling my service. I need help resolving this issue. It's been incredibly frustrating and unnecessarily stressful. Any guidance you may have is greatly appreciated.

      Business Response

      Date: 12/13/2022

      In response to the complaint,
      Optimum spoke with the customer on November 9th, 2022, and explained
      our Voluntary 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 August 31st,
      2022, and their monthly billing period ends on the 21st of each
      month. Therefore, this customer’s account was fully disconnected on September
      21st, 2022. After verifying that the customer did not have services
      from September 1st – 21st, 2022, a credit was issued.
      Optimum provided our direct contact information to the complainant should any
      further assistance be required. 

    • Initial Complaint

      Date:12/07/2022

      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 called Optimum on November 6, 2022 asking them to add two Hallmark channels to my package. My bill before the change was $121.18. I was told by the representative that the hallmark channels would cost me an additional $10 a month. Therefore I agreed to adding the channels. I received a bill this month from Optimum for $386.22 because the charges were in fact $131.22 more, not $10. And additional amount was charged for the current month. I do not feel that is fair that I am told that I am going to have to pay $10 and then receive a bill for $386.22. I feel that , Optimum should remove the Hallmark channels and charge me $10 a month fot using them frim November 7 to December 6. I will not use the additional package until this bill is settled . I was not even aware that the additional channels that come with the hallmark channels were part of the package. This is a misleading way of doing business. And I feel that I was given this package under false pretenses.

      Business Response

      Date: 12/15/2022



      In response to the rebuttal, Optimum spoke with the customer
      on December 8th, 2022, to acknowledge receipt of the complaint. Optimum
      was able to resolve the customer’s billing concerns in full. We remain
      available should any further assistance be required.

      Customer Answer

      Date: 12/19/2022

      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.



      Regarding complaint ********, I agree that the complaint has been resolved. Thank you for your assistance.







       


    • Initial Complaint

      Date:12/07/2022

      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 ended our service with COX cable and internet and returned our equipment from them on 8/29/22.
      I have proof of receipt and delivery that UPS delivered our equipment back to COX/Optimum/Altice on 8/30/22.
      However, they charged me 100$ for "not returning equipment" on 9/11/22.
      No matter how many times I call, chat, email or prove to them with my receipt and tracking number that my equipment WAS returned correctly, they refuse to refund me the invalid charge.
      One agent confirmed I would receive a refund in 2-3 days.
      One agent told me I would be contacted in 24-72 hours
      One agent told me they can't refund me anything.
      One agent gave me an invalid email to send documents to that bounced back.
      One agent told me a supervisor would call me back in 2-4 hours....and no one ever did.
      This is 100% a scam to squeeze extra money out of their customers who terminate services. They will give you any excuse under the sun as to why they cannot give you the money back...even lie about what was written in your contract.

      Business Response

      Date: 12/19/2022



      In response to the complaint, Optimum attempted to
      reach the customer on December 8th, 2022, to acknowledge receipt of
      the complaint but was unsuccessful. Optimum was able to resolve the customer’s
      billing concerns in full. We remain available should any further assistance be
      required.

      Customer Answer

      Date: 12/20/2022

      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]


       


      Optimum has not reached out to me other than by email. I responded AND have asked for follow up to see when the issue would be investigated or resolved and they told me it was still being looked into. Just more lies from Optimum.  


       


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




      Sincerely,



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









       

      Business Response

      Date: 12/23/2022

      In rebuttal to the complaint, Optimum attempted to
      reach the customer on December 8, 2022, to acknowledge receipt of the complaint
      but was unsuccessful. Optimum was able to resolve the customer’s billing
      concerns in full. We remain available should any further assistance be
      required.

      Customer Answer

      Date: 12/26/2022

      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:12/07/2022

      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.
      Im a newer customer with ************************** already starting off on the wrong foot. I called November 7th to get services at my address I was moving to they scheduled me a tech November 27 between **** am . Tech came looked around explain to me he needs to add ****************. He stated he can do the work but his ladder was broken and the company has not fixed it and needed some one to assist him by holding the ladder. My brother was here to assist him with the ladder issue he couldnt complete the work with out some one assisting him. Tech climb ladder to the pole stated he was unable to complete the work another tech would have to come out . On November 27 I spoke to another representative to reschedule for December 6th . So today is December 6th I was scheduled for a tech to come out between ****. I reached out via optimum chat to check on status of tech was told tech was coming between the time frame of 10:50 to 11:50 . 12:00 pm hit no tech reached out or called . So I reached back out into optimum via chat again and asked for a tech up date and was told tech was running behind and to rest assure a tech was coming . So 2:00pm hit and still no tech I reached out again they escalated and stated the tech had until 8 pm to come. Just reached out again now they are saying they have to schedule me for December 13 between 2-5pm and still no tech and they where unable to give me an exact reason . I have the optimum chat messages and also all of the calls should be recorded as well . I feel as if they are not trying to do the work & this is a inconvenience to my livelihood where I work from home . & communication is terrible no one reached out to me I had to reach out to optimum . I would like to have the work done and completed thats All Im asking for. I just keep getting pushed to the back burner . For the 3rd time now . I hope this gets resolved & someone from optimum higher *** could contact me personally to get this issue resolved. Would be great to get my bill lowered.

      Business Response

      Date: 12/17/2022

      In response to the complaint, Optimum attempted to reach the customer on December 7, 2022, to acknowledge receipt of the complaint. Optimum will need to speak with the customer to assist further and schedule a service install. Optimums attempts to reach the customer to acknowledge receipt of the complaint were unsuccessful. The customer was provided with our direct contact information should further assistance be required.

    • Initial Complaint

      Date:12/07/2022

      Type:Delivery 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.
      received call back from bbb complaints two times in the month. told me someone would call me to fix the problem. no one has i keep paying for a service and it does not work who is the higher up in altice

      Business Response

      Date: 12/16/2022

      In response to the complaint, on November 28, 2022,Optimum spoke with the customer to acknowledge receipt of the complaint. On December 14, 2022, troubleshooting was completed, and the customers email settings were adjusted. We confirmed that Optimums email was working correctly. The customers third-party business email still had issues receiving email, and our soft tools showed a possible email server problem. The customer was referred to their third-party email provider for further assistance.

    • Initial Complaint

      Date:12/06/2022

      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.
      Back on June 30 I called about my account *************** I was in the hospital for a while and was catching up on my bills. So I called to find out. Why my balance was so high The 2 representatives I spoke to were rude condescending and hung up on me. I finally got someone to assist me and the nice gentleman went over my bill and told what I could do to lower it. At that time I discovered I was being charged for 4 boxes and I only had 2. So he put in a request to research the additional boxes and told me I would hear from someone about it. A month later when I didn’t hear from anyone I called back because I’m still being charged for 4. I get transferred around and hung up on by someone who again was rude and unwilling to help. I call back and get a supervisor who state they’ll put in a request to research again. And someone will call me. 2 months later when no one calls I call again. It’s Oct by now. I call get a nice Sup who throughly goes over everything. She says she’ll put it in and someone will call me she’ll make sure. So 2 weeks later when no one called because at this point. I wanted a credit for the year long I been charged or at least the 6mo I’ve been trying to get this fixed. I call and get a supervisor name ********. She was the worst supervisor I’ve ever spoke to. She didn’t even bother to look into why I wanted to speak to her and ask me to explain it. While explaining she interrupts me just to say well we gave you a $20 credit and we can’t find the cable boxes so you can’t get any further credit. Basically telling me it’s my fault your technicians lost the cable boxes that apparently were switch out on a service call. I’m not a hard person to please and you can see I’ve been a customer for a long time. I pay my bills. Because with my declining health the tv is my sanity. I just want the credit for the boxes I do not have and been over charged. And those rude representatives spoken to. That is not how you treat long standing customers.

      Customer Answer

      Date: 12/07/2022

      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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