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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

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    Customer Complaints Summary

    • 5,854 total complaints in the last 3 years.
    • 1,746 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been without tv service for 2 weeks now. It is December 3rd 2022. I had a service appointment today and after the tech coming out he said there is a problem on the main line that needs repaired but he is unable to make these repairs because someone from maintenance has to come out to do that. Two weeks no service and now I have to wait how much longer for someone else to come out. This issue was discovered back in June when my business line was serviced yet no one ever came out to make the necessary repairs. Now here we are in December and my service is being horribly affected. One box gets no service at all while the other loses connection repeatedly throughout the day. My internet and Wi-Fi is shorty. It goes in and out which causes delays while I’m working. I tried to call the customer service line today after the tech left and the first time I was transferred to a closed department the second time Vicky just hung up. It was her for both of these calls. My account is set on automatic draft from my bank account so they are paid every month on time but I’m paying for a service that’s either not working or not consistently working.

      Business Response

      Date: 12/23/2022

      In response to the complaint, Optimum attempted to contact the customer on December 5, 2022, to acknowledge receipt of the complaint.   Optimum attempted to contact the customer on December 8, 2022, and December 13, 2022, but was unsuccessful.  The customer had a service visit on December 22, 2022, where the technician could get the internet and 2 of the three TIVI working.  On December 23, 2022, Optimum spoke to the customer, who confirmed the internet and 2 of the three TIVO technicians were working and told her they would be returning today with toner to get the last TIVO working.  The customer was credited for the time without service on December 23, 2022.  The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 12/30/2022

      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:

      They are lying when they say they tried to contact me and the attempts were unsuccessful. After multiple phone calls and several visits from techs that came out to tell me what they thought the problem was and that they werent the ones that would be able to fix it. I can show you my call logs where **** called several times to ask if my service was on then when I said no she would say she would find out whats going on and call me back. I spoke with one person who called because of my BBB complaint where he sent someone out on 12/23 that told me he needed to go get a tool and would be back and never came back. I then spoke to **** again on 12/26 who had someone come out that day and was able to fix the final box. All after almost 6 weeks of back n forth with them. Yes they did credit my account. But what I dont appreciate is the false narrative as if I was causing the difficulties in this matter. All I wanted was to get my service back working that I was without for over a month and they drug their feet in doing that. Wonderful customer service would you agree? 
      *****************************




       

    • Initial Complaint

      Date:12/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our television connection is very unstable. We pay for on demand services and during the course of a month, we lose access to these services because of connectivity issues. The provider can never fix the situation. They set up a time to send a technician, but the man cancels last minute. They never call to reschedule the appointment, and still make us pay the tech fee. The internet connectivity is horrible as well. I work from home and I can't keep a stable connection for any period of time, making working from home impossible. The provider refuses to fix these issues, and can never find the problem. It's a big problem. The company needs to own up to their actions and rectify the situation. They have no problem entering my property and placing new lines without telling me, but they cant fix the exisiting internet/television problems.

      Business Response

      Date: 12/05/2022



      In response to the complaint, Optimum attempted to reach the
      customer on December 5th, 2022 to acknowledge receipt of the
      complaint but was unsuccessful. Optimum spoke with the customer’s husband, who
      confirmed that all services were working and there were no issues. However, the
      customer’s husband had a billing concern. Optimum was able to resolve the
      customer’s billing concerns in full. We remain available should any further
      assistance be required.

    • Initial Complaint

      Date:12/02/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have some equipment from Optimum that I rented, and I want to return now that I have ended my service with them. I have moved and need to return the equipment by mail within 14 days or according to their policies they will "assume I want to keep the equipment" and charge me an extortionate price for it. I am unable to print the label on their website, and when I attempt to contact them using their "chat" feature on their website each of three customer service agents I contacted logged out and disconnected the chat with no warning and without resolving the problem.

      Business Response

      Date: 12/08/2022

      In response to the complaint, Optimum has processed a pre-paid shipping label and had it mailed via **** on December 6,2022. We remain available should any further assistance be required.

      Optimums attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, which provided our direct contact information should any further assistance be required.  

    • Initial Complaint

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted this company three consecutive days to fix a problem with a telephone issue. Was given an appt time of 11:00am one the first call. Next day at 1:45 pm tech hasn’t shown or contacted, called again and was told through automated message that an appointment had been scheduled between 10 am and 8 pm. Called again after still no tech at 6 pm and again through automated system there was appointment scheduled between 11 and 8. Waited till 9:00pm. Called the third day @ 4 pm and spoke to an actual representative and was assured and guaranteed that a tech would be there to fix phone problems. It is now 8:20 and still no tech. I told the representative that the phone had to be fixed because of my ailing father in law. Because there is no way to contact EMS if need be. So the rep said he spoke to a tech and said that an emergency order was placed. This is not the first time that an appointment has been made with this company with a no call no show result

      Business Response

      Date: 12/03/2022

      In response to the complaint, Optimum spoke to the customer
      on December 2, 2022, to acknowledge receipt of the complaint.  Optimum scheduled a service visit and engaged
      a lead service technician who successfully resolved the customer's home phone
      service issues.  Credit was applied for
      the verified service issue dates.  We
      remain available should any further assistance be required. 

    • Initial Complaint

      Date:11/30/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A $200.00 charge appeared 10-11-2022 from Optimum. I have never done business with Optimum/Altice, who purchased Suddenlink, but used Suddenlink until 8-2021.

      In a call on 11-2-22 to inquire I was told charges were for equipment but they were not able to provide information and said they would do a Research Report and let me know what the equipment is within a few days. The representative told me that when Optimum bought Suddenlink a computer search for equipment was run with bills sent for missing items. My recollection is that the last Suddenlink modem I had died several years ago and I purchased an Arris modem myself.

      In a second call on 11-9-2022, again the customer service employee, *******, said he was unable to tell me what the equipment was and would do another Research Report and I would hear within three days.

      I called again today, 11-30-22. The initial agent today, ******, gave a similar response as the first two agents but added that I could go to the local office to dispute the charges. She said she would start a third Research Report. I told here there was no need and asked to speak to a supervisor. ****** said supervisors do not take phone calls. I repeated my request for the charges to be credited. ****** did say she would try to connect me to a supervisor.

      Eventually Briana, came on the phone call. I repeated the history and asked that the charges be removed since they cannot provide equipment information. Saying she could tell me about equipment, I asked her to email me. She said they cannot email due to security concerns but could tell me about the equipment. She gave me a serial number of *********** but could not tell me a brand or model number. I again asked for the charges to be credited to which she said she could start another Research Report. Due to the inability of Optimum to provide information needed to resolve this dispute, I ask that the charges be removed from my Barclay's credit charge account.

      Customer Answer

      Date: 12/01/2022

      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:11/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Out internet service has been in and out for close to 3 weeks. We would have service for a few hours a day and it would go out. I have been in contact multiple times with the company attempting to get the internet to work. I had a service technician schedule to come out and they canceled my appointment stating and in house tech could not fix my issue. I was informed that the office only has one tech and that tech said it would take a full day to fix and he is so behind it would be after first of year. The tech said a Amp needs replaced and it goes to ******** lick and down ****** to ******* ******. The tech also stated if it gets below 38 degrees it would likely go out again. I have been paying for a service and not getting service with no resolution in the near future. We do not get good cell phone service at our house and rely on internet for communication. We have battled internet service for years.

      Business Response

      Date: 12/14/2022

      On November 29, 2022, Optimum’s Outside Maintenance team
      completed repairs.  If the customer is
      still experiencing service issues, an in-home service appointment would be
      recommended.  Optimum’s attempts to reach
      the customer were unsuccessful; however, voicemails and emails were sent
      providing our direct contact information. We remain available should any
      further assistance be required.

    • Initial Complaint

      Date:11/30/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We moved back in October of last year to a new location and had to change internet providers. The only available service provider to our area was Suddenlink. Connection was great when we had it and we consistently made payments through their provided mobile application. In July we somehow went from having a credit of $180 where we allegedly overpaid to them saying $300 and haven’t made a payment in months. They said their app payments weren’t secure and we’re refusing to let us make payments other than through cash but we had to back pay for months we already paid. We dropped them but they have a stranglehold on the area which is unfair and they’ve got nothing but complaints about not following through with services they are meant to provide.

      Business Response

      Date: 12/05/2022

      In response to the complaint, Optimum attempted to reach the
      customer on November 30, 2022, to acknowledge receipt of the complaint. Upon
      review, the customer billing is accurate. 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.

    • Initial Complaint

      Date:11/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened a new account with optimum based on a certain amount of monthly billing. They sent me an email that has this :

      Partial month charges $17.41
      Because we bill one month in advance, your first bill will contain partial month service charges from the day after your installation to the first day of your billing period.

      I called them to change the installation date/time to match the billing cycle so I can pay just the monthly bill and the representative told me clearly that no matter which date I set it up there will still be additional partial charges which is totally confusing. He routed me to the billing department which did not answer instead kept repeating menu options that are not related to my concern and the major issue I have they have complete monopoly on the area where I live, there is no any other company that provide internet service here beside optimum which is giving them a full upper hand to set those confusing rules. I do think I am as a customer is entitled to have start date that matches the start of the billing cycle and avoid the Partial monthly charges. It is also very very hard to get to talk or chat a real person unless you want to pay a bill, otherwise it is always a robot or a virtual machine and since internet is now crucial to every person day to day activity they capitalizing on this since they the only company serving this territory
      I need to be able to talk to one of their manager or get this must be Partial month Charge in writing in order to complain to the state of CT to be able to get a better customer service or make this part of the state open for free competition between ISPs

      Business Response

      Date: 12/07/2022

      Optimum spoke with the
      customer on November 30, 2022, in response to the complaint, to acknowledge
      receipt. Optimum found that the customer was scheduled to be installed four
      days before the start of the billing cycle. Optimum explained that we always
      put a proration at the beginning of the service in case there are any issues
      with the installation. The customer is satisfied with this resolution. All
      customer interactions will be reviewed for any coaching opportunities. We
      remain available should further assistance be required.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The cable company Suddlink *** **** ** ***** is over charger me in the amount of $290.85 and $175.58 . I never sent a payment by check so they charger me feeds up to $169. and $25. My bill was 134.00 but they charger me 175 currently. I also have a pass bill they said from last year I never knew about that carry over. Help please **********. I need a billing adjustem.

      Business Response

      Date: 12/13/2022

      In response to the complaint,
      Optimum attempted to speak with
      the customer on November 30, 2022, to acknowledge receipt of the complaint.  According to our investigation,
      the customer made a payment on September 22, 2022.  However, the payment was returned to Optimum
      on September 23, 2022.  On September 28, 2022,
      Optimum sent a returned payment letter to the customer.  On December 3, 2022, Optimum removed the pending
      non-pay disconnect from the customer’s account. 
      On December 13, 2022, as a one-time courtesy, Optimum issued a $25.00
      credit for the returned check fee and a $10.00 credit for a late payment fee.        Both credits will appear on the customer’s following
      billing statement.  Optimum’s records do
      not show the customer has a past-due bill from last year that carried over.       Optimum’s attempts to reach the customer were unsuccessful; however,
      voicemails and emails were sent providing our direct contact information.  We remain available should any further
      assistance be required. 

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They have continuously lied and promised credits multiple times and never followed through. They continue to charge for services that they cannot or will not provide on a consistent basis. Customer service is basically non existent. It seems even their own internal systems cannot function properly. They always have excuses, such as maintenance tooling, or false outages.

      Business Response

      Date: 12/11/2022

      In response to the complaint, Optimum spoke
      with the customer on November 29, 2022, to acknowledge receipt of the
      complaint. Optimum advised a follow-up would take place after the customer's
      scheduled services visit. On November 30, 2022, the customer reported missing
      channels after the services visit. An escalation was submitted to the Optimum
      provisioning team for the missing channels. On December 9, 2022, Optimum
      confirmed that channels were restored as of December 8, 2022, after the provisioning
      and equipment were replaced. Credit has been provided to the account for the
      missing channels and can be found printed on the following billing statement. The
      customer has our direct contact information should any further assistance be
      required.

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