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

5,858 total complaints in the last 3 years.
1,742 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:11/15/2022
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.
We continue to experience inconsistent internet service and speed from Optimum (Altice). We filed with the BBB in the past, contacted the company over five time in the last two years, and ciled with the FCC three times in regards to this issue. The have replaced their modem and repaired lines specific to our house. Nothing they do seems to work.
Business Response
Date: 11/19/2022
In response to the complaint, Optimum spoke to the customer on November 16, 2022, to acknowledge receipt of her complaint. On November 16, 2022, the customer stated to close the ticket because, after the holiday, he would call to get fiber. The customer has our direct contact information should any further assistance be required.
Initial Complaint
Date:11/15/2022
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.
Our whole neighborhood was without Internet, TV and phone service from early this morning on. Optimum is the provider of those services. They have refused to consider that this is a large outage, and instead have told us we have to have individual service come to our homes, have given us an eight hour window to be here, and won’t give us service for days. They refused to consider that there is a large outage here. This is the worst customer service I have ever experienced. As a neighborhood, we are all going to switch service to another company as soon as possible. Their explanations are outrageous. And if we schedule service, we are going to have to pay a fee even though our individual houses are fine.
Business Response
Date: 11/23/2022
In response to the complaint, Optimum spoke
with the customer on November 16, 2022, to acknowledge receipt of the complaint.
The customer was advised of a service outage in the area pending repair. On November
17, 2022, Optimum advised the customer that the Service outage had been resolved.
An outage credit has been posted to the customer account and can be found
printed on the following billing statement. The customer has our direct contact
information should any further assistance be required.
Customer Answer
Date: 11/23/2022
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:

[Your Answer Here]

This is NOT TRUE! Optimum denied there was an outage for 2 days- insisted it was our individual home!! When cable came back on, THEN we got a notice that there was an outage, but never told us where or what- never took responsibility for all the untruths for all 3 of the families affected! We are getting a credit of .90 !!! We have cable back, but internet continues to just drop- many times during the day/ evening. No explanation. Their customer service is awful!!! We will be leaving the company.

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

Sincerely,

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

Business Response
Date: 12/06/2022
In response to the rebuttal, Optimum spoke with the customer on November 28, 2022, to
acknowledge receipt of the complaint. Optimum educated the customer on what it
takes to have an outage established. A service visit was scheduled for December
1, 2022. Optimum spoke to the customer on December 5, 2022, and she confirmed
her issues had been resolved. The customer was provided a credit for the days
her service was affected by the outage. We remain available should further
assistance be required.
Customer Answer
Date: 12/06/2022
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,

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

I Would like to make a donation to the BBB
Initial Complaint
Date:11/15/2022
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.
Optimum billed me for the entire month even though they only gave me 15 days of service on oct 15th I disconnected my optimum services due to poor internet service and constant interruption of service optimum called today in a threatening manner because I reported the same situation yesterday in regards to my refund I am being issued a refund of 14.67 when in fact the refund should be 95$ totaled optimum states in its policy “it reserves the right to bill you for full service even if you are disconnected before the end of the billing cycle that is theft in its language when attempting to request a refund I’m constantly met with ignorant and disrespectful customer service employees. Optimums deceptive and fraudulent practices with respect to that policy is harmful and enables a confrontational approach to requesting refunds all the while customer service and billing depts at optimum denigrate their customers
Business Response
Date: 11/21/2022

In
response to the complaint, Optimum attempted to reach the customer on November 15, 2022, November 17, 2022, and November
20, 2022, but we were unsuccessful. Our records indicated that
the customer requested to disconnect service on October 20, 2022, and their monthly
billing period ends on the last day of every month. Therefore, the customer’s
account was fully disconnected on
October 31, 2022. 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.

Customer Answer
Date: 11/23/2022
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: failure to refund for dates of service connected effective oct 15 2022 requested a refund for those dates optimum refused on the grounds that their policy states that the account even if disconnected before bill due date will be closed on the following month which is the first of each month optimum has refused to provide a refund I have received threatening complaints from a optimum employee as per my complaint with the BBB

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 12/07/2022
In response to the rebuttal, Optimum sent an email to the customer
on December 5, 2022, to acknowledge receipt of the complaint. Optimum attempted to reach the customer on
December 6, 2022, via phone. Optimum
spoke directly to the customer on December 7, 2022, reviewed the Voluntary
Disconnect Policy and advised Optimum’s stance regarding its Voluntary
disconnect policy remains unchanged. However, as the customer reported service concerns, we applied a credit
to the account for the service issues. The customer agreed that sufficient credit was applied to their account
for the previous service interruption. The customer has our direct contact information should any further
assistance be required.
Customer Answer
Date: 12/08/2022
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:11/12/2022
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.
I was supposed to have service hooked up on November 6 2022 it is now November 12 2022 they have scheduled me four times not shown up at all of those four times regardless of assuring me I would have my service that day
Business Response
Date: 11/23/2022
In response to the complaint, Optimum spoke with the
customer on November 22, 2022, to acknowledge receipt of the complaint and
confirmed that the customer’s services were installed and working properly.
Optimum also advised the customer that she was being credited for the poor
experience and that it the credit would appear on her first month’s bill. The
customer has been provided with our direct contact information and we remain
available should she have any further questions or concerns.
Initial Complaint
Date:11/10/2022
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.
Internet is awful. Always saying a tech is coming out. Never get a phone call. Internet has been pretty much off 20 hrs a day. For last few weeks
Business Response
Date: 11/22/2022
Optimum spoke to the customer on November 11, 2022, in
response to the complaint, to acknowledge receipt. A service visit was scheduled on November
15, 2022, but it was canceled and told the customer called to reschedule. Optimum attempted to contact the customer on November
18, 2022, November 21, 2022, and November 22, 2022, and was unsuccessful. A
service visit is recommended further to investigate the customer’s claim of
service issues. Optimum’s attempts to
reach the customer were unsuccessful; however, voicemails and emails were sent
providing our direct contact information.
Initial Complaint
Date:11/09/2022
Type:Product 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.
Approximately 4 weeks ago, Optimum (formally Suddenlink) deleted my wife's Suddenlink email account. All of her bills, coupons, etc are in her emails. She has had the same email for at least 10 years. My wife and I both have made numerous calls to Optimum support and we are being told the issue was referred to the back office and gave us a ticket number ***********. We never get any calls back from Optimum. We can't get any help or cooperation from this company. They can't just delete all of some ones personal information without notification. We need her email account reinstated ASAP.
User ID caroltipton1

*** ***** ************
Business Response
Date: 11/16/2022
In response to the complaint, Optimum
attempted to speak with the customer on November 11, 2022, to acknowledge
receipt of the complaint and apologize for any poor experience, but we were
unable to reach him. We engaged our engineering team to resolve the issue. Our
engineering team contacted the customer on November 11, 2022, and educated the
customer that the email address was unrecoverable. We followed up on November
15, 2022. We advised that the email was originally connected with an account
that was closed 11 years ago and was removed from the system when we
transitioned to the Optimum website. Optimum has provided our contact
information should any further assistance be required
Customer Answer
Date: 11/17/2022
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 becausee]

the problem is still ongoing. carol s email account was disabled without any warning. nobody told us about the closed account before this happened. she had this account many years. about 5 years ago she was added to my account as a second user and she closed out the account she had then. they just took away all her personal stuff. this was not right the way they did this .they have not offered a solution for it. she can still get her emails on her phone for some reason but not on her computer. we are not happy about this and would like some help in getting something set up so she can get her emails.

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

Sincerely,

*** *****

Business Response
Date: 11/28/2022

In response to the complaint, on November 18, 2022, Optimum
spoke with the customer to acknowledge receipt of the complaint. There was
confusion about the Suddenlink email in question. The customer provided a
different email address. This was escalated to the engineering team for further
review. On November 28, 2022, Optimum confirmed the above. The email address issue
was determined to be caused by it not being migrated.
Customer Answer
Date: 11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, but the problem has not been resolved yet. they have been told 4 different times what the email is. every time i speak with them it is a different person. it is no wonder they can not get it fixed. i am not ready to close it out yet . i still have hope they will get it fixed.

*** *****
Initial Complaint
Date:11/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i closed my account with Optimum/Atlice due to the fact that I was moving. I needed to return my equipment, but due to the chaos of moving it slipped my mind. I received a paper bill from optimum on 10/20 for 180.00 for the equipment I still had. I then remember I had to return so I returned it on 10/25 which was the soonest I could get there as I have been laid up with a back injury. In the meantime, Optimum charged my bank account for the 180.00. The email confirmation said my account would be credited. I assumed that meant my bank account as that was where the money was taken. Come to find out 2 weeks later when I called that they credited my CLOSED account. CS said they had to put in a request to put the money back in my bank. seems stupid as the account was closed so why would they put a credit on the account. Now 10 days later I still have no credit. I call again and now they say they say that a 3rd party company sent me a "refund card" to my old address.
I have many issues with the way this was handled:
A. Why was I sent a paper bill when I always received emails prior. This delayed the bill as it had to be forwarded.
B. My account was closed they should no longer have been authorized to debit money my bank account.
C. They never told me I would be refunded via a card, so they never confirmed my address. so I am supposed to wait another 7-10 days.
D. I should receive the money back the same way they took it.
Business Response
Date: 11/21/2022
In response to the complaint, Optimum spoke
with the customer on November 17, 2022, to acknowledge receipt of the complaint. According
to our records the customer contacted Optimum on November 9, 2022, and provided
their current address to ship the refund card.
We have confirmed that the refund card was shipped to the customer’s new
address and has been activated as of November 17, 2022. 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:11/09/2022
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.
On 8/4/2022, I logged into my Optimum account for the first time since they switched from Suddenlink service name, only once my Suddenlink account was inaccessible due to this change of providers. At that time I applied for the Affordable Connectivity Program and was approved. I followed to steps provided on the Optimum website under the header weblink Affordable Connectivity Program. I was approved for the credit and followed the steps and contacted a representative via phone that same day once the confirmation that I was approved for the program was received. The representative gathered my information and the approval code and advised me that I would see a $30.00 credit to my account for the November bill, as it takes 2 billing cycles to show up. I agreed and confirmed with her that the credit and program was applied to my account. She agreed. Now, here we are, it's November, and the credit isn't showing on my account. No big surprise there. So I reached out to a representative via the Optimum customer chat service and spoke with her and she stated that she has no information on my account about this, nor the notes about the call. I provided her with the proof from me FCC Lifeline Account and also the confirmation email that showed my approval. She stated that there was another website that I was to go to to enter the information. This was not advised to me when I spoke with a representative on 8/4/2022 and I advised the current representative that the information provided on the website didn't denote anything about an ALTICE website. I mean, I thought that I was dealing with Optimum solely, but apparently not. However, back to the issue at hand. She informed me that they wouldn't be able to apply the credit to my account as informed and that I would need to wait another 2 months for it, because she stated that filling out the form on the link that she provided me served as my application but would be considered as an application for today instead.
Business Response
Date: 11/14/2022
In response to the complaint, Optimum contacted the customer on November
11, 2022, to acknowledge receipt of the complaint. We advised the customer that
they were successfully enrolled for the ACP credit.
Customer Answer
Date: 11/14/2022
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.

The agent contacted me and we discussed the issues and she was very pleasant to speak with and seemed genuinely concerned at the experience that i had between the representatives that i spoke with on both dates of 8/4/2022 & 11/9/2022 in regards to the ACP credit. This has been by far the best experience with a representative from Suddenlink now known as Optimum. She went above and beyond to rectify the issues and then some. She provided me with her direct contact information and advised me that if any further issues arise in the future to contact her directly and she would be more than happy to assist.

Sincerely,

****** *****
Initial Complaint
Date:11/09/2022
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 been calling Optonline for the past year with no results. I am constantly being told different account as to how to resulve the matter. I am being charged for a moden for the past 2 years. I have called several times with mo resolve.
I nedd help with this matter it is $11.00 per month over $220.00 worth of charges I do not owe.
Business Response
Date: 11/15/2022

In response to the complaint, Optimum contacted the customer
on November 15, 2022 to acknowledge receipt of the complaint. Optimum was able
to address the customer’s billing concerns in full. The customer has Optimum’s
contact information if she needs further assistance in the future.
Initial Complaint
Date:11/09/2022
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.
My internet hasn't worked in six months. It will drop off multiple times a day and have no upload speed and extreme packet loss, sometimes higher than 50%. Sometimes the internet is unusable for 30 minutes, sometimes for six hours They have had a technician Sam out twice once about six months ago, where I was told heat outside could affect the wires. I was told on the phone when I asked for a speciation this was false. He came a few days ago as well and said someone in the complex was backdooring the internet. However your phone support says there is an page, an page for six months?!?! They then just scheduled another technician visit at a time and day I didn't agree to, and their chat support just ended the conversation. The internet is so bad that I have to pay for *** because optimum internet does not work. Refund my last six months of internet where you have not provided me with the service I have been paying for.
Business Response
Date: 11/15/2022
In response to the complaint, Optimum communicated
with the customer via email on November 9, 2022, to acknowledge receipt of the
complaint. A previous service visit was completed on November 4, 2022, where
the technician exchanged the modem to address any service issues. Another
service visit was scheduled for November 10, 2022; however, the appointment was
marked as incomplete, as the customer was not home. Optimum followed up with
the customer on November 14, 2022, to which he replied via email confirming his
services are working. A credit was
applied to the customer’s account for the reported intermittent internet issues,
and the customer has our direct contact information should any further
assistance be required.
Customer Answer
Date: 11/20/2022
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: my internet didn't work for months, I had 3 technician visits, one they didn't account for, countless calls and hours spent on hold AND I had to start paying for *** internet all while paying for optimum internet that didn't work and yet refund me $16 that's a joke

[Your Answer Here]

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

Sincerely,

**** *****

Business Response
Date: 12/06/2022
In response to the complaint, Optimum communicated with the
customer via email on November 30, 2022, to acknowledge receipt of the
complaint. A previous service visit was completed on November 4, 2022, where
the technician exchanged the modem to address any service issues. Another
service visit was scheduled for November 10, 2022; however, the appointment was
marked as incomplete, as the customer was not home. Optimum followed up with
the customer on November 14, 2022, to which he replied via email, confirming
that his services were working. A previous credit was applied to the customer’s
account for the reported intermittent internet issues on November 15, 2022.
Based on our findings, we are unable to accommodate the request for additional
credit however we would like to review an internet promotion opportunity with
the customer to lower his monthly rate as a courtesy. The customer has our
direct contact information should any further assistance be required.
Customer Answer
Date: 12/06/2022
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:

I've been paying them $68.00 a month for internet that does not work 50% of the time. This has been a problem since starting the service. They've sent technicians 3 or 4 times and it still is not working correctly. Just this evening had high packet loss, was booted off what I was doing and their internet was unusable. I also have to pay *** 5 dollars a month for 3mbps just so I can have SOMETHING because Optimum is so unreliable. Refunding me 36 for internet that is still not working is quite frankly insulting. Most of the time you can't even reach a live person through their call center and when you do they just tell you to restart your modem

**** *****

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Altice USA is NOT a BBB Accredited Business.