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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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Altice USA has 495 locations, listed below.

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    Customer Complaints Summary

    • 5,857 total complaints in the last 3 years.
    • 1,739 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:11/28/2022

      Type:Service or Repair 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.
      I recently replaced my modem b/c my wifi was slow. When the technician replaced my modem my phone lines were not working. He then replaced with another modem. After replacing with a second modem 1 of my lines was working and the other phone line was not. When I called to tell them that my second line was not working they told me that it is not their problem that it is an electrical problem. Since when is a phone line an electrical problem? When I asked to speak to a supervisor they told me that there was no supervisor available. I then hung up b/c all I am getting is a run around! How can a phone company in which I pay $200.00 a month for tell you that it is not their problem and not let me speak with a supervisor!

      Business Response

      Date: 12/12/2022

      In response to the complaint, Optimum spoke
      with the customer on November 28th, 2022, to acknowledge receipt of
      the complaint. A service visit was scheduled for December 3rd, 2022,
      to swap out the customer’s modem and test for signal issues. On December 8th,
      2022, Optimum followed up with the customer, who had advised that there was no
      resolution in swapping equipment. A second service visit was scheduled for
      December 10th, 2022, to check the signal levels and router placement.
      On December 12th, 2022, Optimum spoke with the customer and was informed
      that the technician determined the service issues were not due to the optimum
      signal or equipment but were caused by the customer’s wiring inside the home.
      The customer has advised that she will investigate the wiring concerns. The
      customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 12/13/2022

      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:11/27/2022

      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 canceled my Optimum Internet service and the disconnect date was November 9, 2022. The same day, I disconnected the modem from my electrical outlet and internet cable. I then tried to disconnect the metal connection pieces from the internet cable, but could not because the technician used a tool that I do not have. I also do not have the strength to loosen it. I called the Optimum disconnect team about this problem and every time, I received the same response. They will charge me $88 for the modem if I do not return it. This is the "Catch -22". On November 21, 2022, I spoke to a disconnection team member, ****** who told me he relayed my concern to a supervisor. According to ******, the supervisor said that they can not send a technician to disconnect the metal connection pieces and take the modem back because my account is inactive.

      Business Response

      Date: 12/05/2022

      In response to the complaint, Optimum contacted the
      customer, and she stated that she had the modem disconnected but could not
      disconnect the cable coax from the wall. Optimum explained that they do not
      need the cable coax. She needs to return the modem. The customer has Optimum’s
      contact information if she needs further assistance in the future 

      Customer Answer

      Date: 12/05/2022

      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:


      On Dec. 2, 2022, I drove 33.6 miles roundtrip to the nearest ***** shipping office to mail the modem back to Optimum. Optimum did not provide a prepaid label. The ***** manager tried to assist me but could not because she told me the package required a PMA code or pre-paid label. Previously an Optimum employee told me that ***** would print a pre-paid label to apply to the package for return.  I called Optimum and spoke to an inexperienced customer service employee who called ******* ****** (unavailable) and other employees to try and obtain the PMA. Over eleven minutes later, the customer service employee told us that I should use the prepaid label. I had already told him that a pre-paid label was not sent to me and that was why I called. Since no one at Optimum provided the PMA code, I left with the modem. I am not willing to use more of my gas, spend another hour of my time driving 33.6 miles and am insisting that Optimum send a technician to pick up the modem.]


       


       


       


       


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




      Sincerely,



      ***** ****
       







       

      Business Response

      Date: 12/16/2022

      In response to the complaint, Optimum scheduled a service
      technician to pick up the equipment as the customer requested. Optimum's
      service technician picked up the equipment for the customer. Optimum's 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

      Customer Answer

      Date: 12/21/2022

      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: ******* ******, customer service representative wrote a false narrative to the BBB. Yes, the equipment was finally picked after I insisted. I feel that ****** should have behaved professionally and could have easily resolved the issue but chose not to. Pure meanness. After I drove 33.6 miles and an hour plus roundtrip to the nearest ******, had an almost 12 minutes conversation with the unknowledgeable Optimum employee who answered the call while I was at ******, the ****** manager requested the necessary code to return the modem to no avail, never received a pre-paid label from any Optimum employee including ******* ******, having to return from ****** with the modem. ****** never left any voice mails and only one e-mail versus several of mine. ****** had the nerve to say that he was extending a courtesy to me by finally send an Optimum technician to pick up the modem. Optimum has terrible business return policies. That is why there are numerous pages of customer complaints about Optimum.

      ***** ****










       

    • Initial Complaint

      Date:11/26/2022

      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 signed up for new internet service with optimum in September 2022 I made one month payment. The next payment was due Nov 17th. I went to hook my roku tv up and it wouldn't connect? I called tech support talked to a technician named ****** on Nov 17th he explained that ever since I switched over I never had any internet! He said when sufdenlink switched it over they connected it to Wi-Fi #2 it should of been Wi-Fi#1 I he told me to call billing and request a credit. I called billing and explained. The situation. They wouldn't credit me for my one month payment and said I owed the balance for the next month. Although for 2 months I never had any internet what so ever. I don't think I should have to pay for something I never had??? They would not work with me kept my payment and said I owe for the second month?

      Business Response

      Date: 11/30/2022



      In response to the complaint, Optimum
      confirmed that no services were active between September 26, 2022, to November
      11, 2022. Credit has been applied to the account and can be seen printed on the
      following billing statement



      Optimum’s 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:11/26/2022

      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.
      BILL PAID 11/4
      BIL DUE 11/15
      SERVICES DISCONNECTED 11/17
      THEY ARE REFUSING TO REFUND 28 DAYS WORTH OF BILL
      THEFT!!!!!!

      Business Response

      Date: 12/12/2022

      In response to the complaint, Optimum spoke
      with the customer on November 28th, 2022, to acknowledge receipt of
      the complaint. Optimum advised that a review of the account interactions would
      be required to respond to the complaint. On December 9th, 2022,
      Optimum advised that customer services had been disconnected as of November 14th,
      2022, and credit for services billed after November 14th, 2022,
      would be provided via pre-paid debit card. Please allow up to three (3) weeks
      for delivery via ****. The customer has our direct contact information should
      any further assistance be required. 

    • Initial Complaint

      Date:11/25/2022

      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.
      My internet thru suddenlink barely works. And when it does it’s slow. Most days it’s out completely. I have called in or messaged several times and they always schedule a technician. Before the technician comes they cancel saying there is a bigger problem in my area. This situation has been going on for over two years. It is impossible to work from home never knowing when the internet will be out.

      Business Response

      Date: 12/09/2022

      In response to the complaint, Optimum spoke with the customer on November
      28, 2022, to acknowledge receipt of the complaint. A service visit was
      completed on December 7, 2022, where the technician repaired the outside wiring
      to resolve the problem. On December 8, 2022, Optimum followed up with the
      customer who confirmed all services are working properly. A credit was applied
      to their account for the verified service interruption. The customer has our
      direct contact information should any further assistance be required. 

    • Initial Complaint

      Date:11/23/2022

      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 had filed for the ACP program since I am 82 years old and got approved 8/22/2022.

      I can barely afford rent and food with what I get from my SSI. I have called Optimum and ACP countless times after getting approved and selecting the provider. They keep transferring me between the two without a resolution. Its been months and I am still paying full price.

      Please help me get this resolved and credited the amount I am owed. I don't have it in me to keep calling and getting no where.

      My house number with Optimum is ###-###-####. I attached my approved application with ACP and have included the ACP details below:

      Application ID: ************ ****** ******* **** * **** ****** ****  ******** ** *****


      This whole thing is affecting my health a lot. I feel like none of these providers care about their elderly clients.

      My family is helping me as much as they can but its not right for me to keep asking.

      Business Response

      Date: 12/06/2022

      Response: In response to the complaint, Optimum spoke with
      the customer on November 29, 2022, to acknowledge receipt of her complaint.
      Optimum advised customer to reapply for the Affordable Connectivity Plan. On
      November 30, 2022, the customer advised Optimum that a new application was
      submitted, On November 30, 2022 Optimum advised the customer that Affordable
      Connectivity Program credit will be applied within two (2) billing cycles. We
      remain available should any further assistance be required.

    • Initial Complaint

      Date:11/23/2022

      Type:Billing 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.
      SuddenLink changed their name to Optimum. After they did they called to offer a promotion of adding *** *** for free for three months. I had acl reconstruction surgery in January and due to scoliosis issues and a family reunion shortly after the name change I told them I wanted our account to stay the same and to NOT add anything. A few months down the road after the reunion and life is getting back to normal I notice our bill is higher than it ought be by $60! I called and insisted they remove the *** and higher internet that I had previously asked them to not add. They agreed and I was happy, until they next bill and it was obvious they had not fixed the account. This happened two more times and I was too worn out from my recovery to do more than insist they get rid of the extra charges. One month I was so upset I told them i was only paying $20 until they fixed the problem. They didnt tell me that due to us not paying the whole amount that we would be charged a late fee and they still didnt remove the extra charges! We signed up to pay $23.11 each month and when they changed their name, the cost **** up to $35.Today I finally insisted on talking to a supervisor named **** who claims that due to it being part of a promotion and apparently no one had an option, he cant remove the amount we supposedly owe. So it boils down to them attempting to force us to use more services than we asked for and in fact demanded they not add to our account. We are currently looking for another internet provider as we no longer trust Optimum to work with us without outside influence.

      Business Response

      Date: 11/23/2022

      In response to the complaint, Optimum attempted to speak with the customer on November 23, 2022, to acknowledge receipt of the complaint. Optimum corrected the customers billing issue and issued a credit for the HBOMAX.  We remain available should any further assistance be required. 

      Customer Answer

      Date: 11/24/2022

      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:11/17/2022

      Type:Sales and Advertising 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.
      On November 15th 2022 I had to physically go to an optimum location. The closest to my residence was in ********** ***** **** Optimum told me that I had transactions "unsuccessful" from August up til November 16th. I went and paid cash to restore my wifi service. The girl at the store was incapable of providing me with any information. The sales girl was to preoccupied with her co-worker that was sitting next to her. On November 16th they cut my service off so I had to go back to ********** **** to give them more money. If the sales girl had told me that the amount I paid was not enough to keep my service on for more than 12 hours I would of paid the due amount. Instead she was just in a hurry to get me out so she could continue to socialize with her co-worker. Unfortunately I have no other option to use optimum because of where I live, they are the only company that is not satellite that provides wifi service.

      Business Response

      Date: 11/29/2022

      In response to the complaint, Optimum spoke with the
      customer on November 18, 2022, and sent an email to acknowledge receipt of the complaint. A
      report into events of the Payment Center is being reviewed, and any areas of opportunity will be
      addressed internally. Optimum’s follow-up attempts to reach the customer were
      unsuccessful on November 22, 2022, and November 23, 2022; however, voicemails
      and emails were sent providing our direct contact information. We remain
      available should any further assistance be required.


    • Initial Complaint

      Date:11/16/2022

      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 internet/cable has been out for 3 months. We pay 90.00 dollars a month. My wife works from home and has been utilizing neighbors/friends services. Our entire street is out (no service) and I have had 3 technicians come out all
      With the same answer ( we are sub contractors for suddenlink/optimum they are fully aware of your situation they just are not doing anything about it). We have spoke to operators and supervisors at optimum and they just act as if they are not aware and want to send out another technician it’s a giant circle with no resolution. We asked that we get a refund and they would not do so either. We also called on the November 10th and they would send out a bucket truck to do the repairs. All of our services are underground. At this point we are fully aware that they are just telling the customer whatever they can to get them
      Off the phone. We have neighbors that said they have reached to BBB out about the same issues and have had better results after doing so. We would Appreciate any help or guidance. Thanks.

      Business Response

      Date: 11/23/2022

      In response to the complaint, Optimum spoke to the customer
      on November 16, 2022, to acknowledge receipt of the complaint. Optimum spoke
      with the customer on November 22, 2022, confirmed working services and applied
      the appropriate credit for the reported issues. The customer has our direct
      contact information should they need any further assistance.

    • Initial Complaint

      Date:11/16/2022

      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.
      My block @ Dover Place Northport is without cable service. That being internet, wi fi, television and phone. This outage comprises of 3 homes. We have been out since 12:30 am November 15. We have all called twice and have, between us got 8 different answers. All were promised a call back and have not received one. I personally was told they were aware of the situation and they were working on it I need not do anything. Then I called back and I was told I needed a service call and it would be between 8 AM and 8 PM. And I was also told it was a grid situation that they were repairing. I would like a resolution to this as soon as possible and not be charged a service call as it is not relating to just one house. This is become a very frustrating situation.

      Business Response

      Date: 11/22/2022

      In response to the complaint, Optimum contacted the customer,
      and she stated that her services had been out since November 15, 2022. Optimum
      found that there is an outage going on in the area. The services were restored
      on November 18, 2022. Optimum contacted the customer, and she stated that the
      services were working correctly. Optimum placed a credit on the account for no
      services for three days. The customer has Optimum's contact information if she
      needs further assistance in the future.

    Altice USA is NOT a BBB Accredited Business.

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