Complaints

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

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• 

  Altice USA

  1 Ct Square W Long Island City, NY 11101

• 

  Altice USA

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  100 Hamilton Plaza Paterson, NJ 07501

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

• 

  Suddenlink Communications/Altice USA

  701 W Court St Winnfield, LA 71483-2635

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:11/08/2022

  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 am paying for internet that does not work. It has gone out completely and NO ONE will take my call to restore it. I have been on hold for over 15 min and have yet to speak to anything other than the automated system. I just upgraded my internet (at also a higher price) for it to go out completely. I want a reduction on my bill for the time I do not have internet.

  Business Response

  Date: 11/14/2022

  
  
  

  In response to the complaint, Optimum spoke with the
  customer on November 9, 2022, to acknowledge receipt of his complaint. A
  service visit was completed on November 11, 2022, where the technician reset
  the modem and paired the WiFi extender. Optimum followed up with the customer
  on November 14, 2022, to confirm the above. We remain available should any
  further assistance be required.

  Customer Answer

  Date: 11/15/2022

  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:11/08/2022

  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.

  I have been with Suddenlink/ spectrum / optimum / altice USA since May of this year. Since then I have been calling constantly to get my internet working. Every 5 minutes my internet is going out and my connection will not stay long enough for me to complete my job at home. Every time I call the tech support line they are extremely rude, do not care to have the issues taken care of. And make it difficult for me to have someone come out to fix the issue. This last time I was instructed by my supervisor to have an email from the tech support of every time they have been out to my apartment so I can have back up since my work is so far behind. Your departments denied sending me an email but they let me know my boss can call. I did let him know he said he needed an email to which **** denied me again. This getting extremely ridiculous.

  Business Response

  Date: 11/17/2022

  In response to the complaint, Optimum spoke with the customer on November 9, 2022, to acknowledge receipt of the complaint. On November 15th, 2022, Optimums in-house technician visited the customers home to investigate the root cause of the intermittent internet connectivity issues.Optimums inhouse technician ran a new line inside of the home and relocated the modem gateway to provide better wireless connection coverage throughout the house. Prior to leaving, our-inhouse technician confirmed all signal levels were within Optimums specifications and the internet was working. 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:11/07/2022

  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.

  We signed up for Optimum when we moved into our apartment 10/01/2021. We were advertised a $100 Visa Gift Card if we maintained service for six months. After checking in with Optimum about this gift card they intentionally avoided the question and never provided the gift card. This is illegal. After transferring service in my name after our roommate left, I noticed for three months there was randomly a higher charge. At first I don't think this raised any alarms considering our bill changes monthly. After reviewing these bills I noticed that they had been charging us for HBO for three months which we never signed up for nor agreed to. This is illegal. After requesting a refund or credit for this they told us point blank that we have 30 days to dispute a bill item and outside of that window we are out of luck. This has to be illegal. Optimum has been without a doubt the worst company I have ever had to deal with and they are run by complete crooks and all of these elaborate schemes are done so intentionally so they can squeeze every last dollar out of people. We are definitely cancelling our service with the as soon as possible but are requesting a proper refund + the advertised gift card.

  Business Response

  Date: 11/09/2022

  
  
  

  In response
  to the complaint, Optimum spoke with the customer on November 7, 2022, to
  acknowledge receipt of the complaint. Upon review, Optimum has adjusted the
  customer bill and advised the customer of the new balance due and has also
  informed the customer of the gift card details. The customer has our direct
  contact information should they need any further assistance.

• Initial Complaint

  Date:11/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10th I requested HBO be removed from my account. The person on the chat said that was done. I am including a screenshot of this interaction for reference. Today I was billed again for this service that I do not want. Please remove the charge. Also, I requested my account be disconnected and canceled. Today I learned my account was only suspended and disconnected. The disconnection date is now 3 days after my billing cycle. Please disconnect my service now. I do not want to pay for another month as I will end up doing if Optimum pushes things off until 3 days after my billing cycle.

  Business Response

  Date: 11/08/2022

  In response to the complaint, Optimum made spoke with the customer and advised him that the charge associated with HBO *** was removed.We also confirmed his stop bill date of November 20^th, 2022. The customer was provided with our direct contact information should further assistance be required.

• Initial Complaint

  Date:11/02/2022

  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.

  This issue with Suddenlink or Optimum has been going on for months. I've been told several times that they are aware of the problem with my internet but nothing is ever done. I work from home having reliable internet is vital to my livelihood. I've had techs come out multiple times and it seems to work for a day or so but then it goes out again. I would like my internet fixed and not to pay my bill for a few months.

  Business Response

  Date: 11/10/2022

  
  
  

  In response to the complaint, Optimum spoke with the customer on
  November 4, 2022, to acknowledge receipt of her complaint. Optimum was able to
  resolve the customer’s service issue in full on November 9, 2022. We remain
  available should any further assistance be required.

  Customer Answer

  Date: 11/11/2022

  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:11/02/2022

  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.

  The internet provider was SuddenLink, now Optimum/Altice with no phone number, or address anywhere to be found on the website. Users are forced into dealing with a message bot to report trouble on the Optimum Network. All, ALL of the options for troubleshooting a problem are phrased in MY problem connecting to WIFI, or MY problem with MY equipment. No where is there a place to report an Optimum outage. That said, each time I try to report a service issue, I have to go through ******* a message bot. On average, I spend ***** minutes dealing with a bot before I can get a referral to a (purportedly) live person via messaging. I am having a chronic issue with slow internet speeds; generally download speeds of less than 5 Mbps when I'm supposed to have 30 Mbps. I have reported the same problem, extremely slow internet, on 3 occasions (10/24/22, 10/29/22, and 11/2/22). On the first 2 outage reports for slow internet, I ended up requesting a dispatch which is set up several days in the future. In each case, I receive a call-back from tier 2 technical support. In each case (except today) they acknowledge a service issue, and seem to resolve it.... for a few days. After a few days, the recurring problem seems to come back. On today's chat, after getting no where with the technician, I asked to speak to a supervisor. She asked me to hold for 2 minutes while she transferred my. Seventeen minutes later, I disconnected the chat since had not received a status message, or supervisor. I am now looking for 2 things... a single point of contact that can identify and resolve a chronic, recurring service problem. I am also no looking for credit to my service since this is the 3rd occurrence. I have submitted a few requests online, but have not herd anything back. All of the steps to resolving this have been done quietly behind the scene, and never in writing. I have invested HOURS trying to resolve this to no avail. Please help.

  Business Response

  Date: 11/16/2022

  In response to the complaint, Optimum attempted to speak with the customer on November ******, to acknowledge receipt of the complaint. A credit was issued for the time the customer was without services. Optimums 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: 11/22/2022

  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 am looking for a written statement that my internet connection(s) are not being "throttled", even those going through a VPN tunnel.  

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 11/29/2022

  In response to the complaint, which is a rebuttal to complaint ID ********, ******************** recommends a service visit to further investigate the customers claim of Optimum throttling his internet service and to address any outstanding billing concerns. Optimums 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:11/01/2022

  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.

  Hello,
  
  I just called the disconnect department since I wanted to disconnect service at my old address (essentially, my spouse took service in the new location and I wanted an overlap for a few months due to the move and work). My account # is *****************. My billing cycle is the 29th of every month. I was informed that since this is a disconnect, I would be charged for the entire month and it would not be pro-rated. I am not switching providers since I have same service at my new place. I just wanted to cancel the old one. It's understandable to charge the full month of service if I was disconnecting services completely, but since I am still going to be a current customer, I would like to have a pro-rated charge for the duration of service I have used (Oct 29th - Nov 1st).
  
  Thanks and Regards
  ****

  Business Response

  Date: 11/11/2022

  
  
  

  In response to the
  complaint, Optimum spoke with the customer on November
  10, 2022, and explained our 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 November 1, 2022, and their monthly billing period ends on the 14^th
  of each month. Therefore, this customer’s account will be
  fully disconnected on November 14, 2022. Optimum provided our direct contact
  information to the complainant should any further assistance be required. 

  Customer Answer

  Date: 11/14/2022

  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]

  
  

  Hello - Thank you. I have been in touch with a Customer Service Rep and shared details about the new connection I have taken since mid of August 2022. For the connection that i disconnected, I called in on Nov 1st and did the disconnection. I was billed on Oct 29th, so I have technically used the service from Oct 29th - Nov 1st, irrespective of when the actual disconnection happens (since i called in Nov 1st and that is the day the disconnection request was received). I still have services from Optimum at the new location and i need not move to a new provider. That is the reason why I am asking for a refund of the amount that got charged for the complete period of Oct 29th - Nov 28th, even when I did not use the services for beyond a couple of days and I am still an existing Optimum customer. I am expecting a partial refund, pro-rated to the duration when i have used the service. Thank you for looking into this.

  Thanks and Regards

  **** ***

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  **** ***
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/16/2022

  In response to the
  complaint, Optimum spoke with the customer on November
  15, 2022, and explained our 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 November 1, 2022, and their monthly billing period ends on the 14^th
  of each month. Therefore, this customer’s account will be
  fully disconnected on November 14, 2022. Optimum provided our direct contact
  information to the complainant 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 because: 

  Let me share some history before I provide a response to the message from the business. I have been an Optimum customer for the past 12 years and more. Over the past few years, things have continued to gone South, most likely right around the time Altice took over. The service rates are increased extensively without informing the customer. I have seen that happen a few times. I have had very bad experience with their chat system, wherein i have spent an entire day waiting to chat with someone about a service appointment and then there were disconnections and i had to start all over again. It's been very tough to get in touch, either through chat or via phone.

  I spoke on Nov 15th and explained that my account was charged on Oct 29th and I requested disconnection of services on Nov 1st. I understand the disconnection policy and the date went into the next billing cycle and it takes couple of weeks for the disconnection to be effective. But technically, i have not used your service beyond Nov 1st, irrespective of when the disconnection goes into effect. Since I have services from the same provider in a different location, I am still a customer and this was a request to make an exception and charge me only for the duration that I had the service for (Oct 29th - Nov 1st). The person on the line was not very polite as well and disconnected the line abruptly at the end. Since I have not been very happy with the service provided by this provider over the past few years, I may think about switching to a new provider, who listens and tries to work in a better way.

  Thanks and Regards

  ****

  
  

   

  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2022

  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.

  11/21 I signed up for internet service with Suddenlink. I was promised a 250 visa card. One month later I was notified of I signed up for mobile service with optimum through Suddenlink I would only pay 14.99 a month and they would also give me a 250 visa card. Service was horrible with both companies and never received either promised visa cards. I cancelled service and returned equipment in February of 2022. Signed up for service with Cricket and didn't think about it until today when I saw my credit report and there are 2 claims for nonpayment 387.00 and 433.00 from optimum and Altice. This is not only hurting my credit but it is affecting me renting a home and I work from home so possibly losing my job. This is criminal. They need to be stopped. This is fraudulent at a federal level!

  Business Response

  Date: 11/04/2022

  
  
  

  In response to the complaint, Optimum needs the
  customer’s account number to locate the closed account in the system. 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: 11/06/2022

  Better Business Bureau:.

  How would I know my account number since I have not been with cricket since April of this year? They have enough info on me to fraudulent charge me for service after I closed my account they should be able to figure out what that account number is.
  
  
  
  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]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  ***** *******
  
   
  
  
  
  
  
   
  

  Customer Answer

  Date: 11/18/2022

  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:
  

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

  Business Response

  Date: 12/02/2022

  In response to the complaint, Optimum removed the
  customer’s saved payment method to prevent future debit attempts. 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:10/31/2022

  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 is one of the only internet service providers and for a while they were a monopoly in my area. Over the past several years with them, I have experienced multiple problems with my internet service periodically and over the last two years it has gotten significantly worse than ever. My internet constantly disconnects for hours if not days at a time, I’ve had service technicians come to my home to fix it multiple times and while they did fix the issue, it was only fixed for a couple weeks before the problem started again. On numerous occasions after setting up an appointment with the technicians to fix my internet, they would never even show up at the designated time, and only after calling the offices again did I learn the time was changed last second and without any notice to me. On top of that, I have called the offices numerous times and not once have I ever had a call that lasted under an hour and most of that time is spent on hold. I continue to pay increasing prices on internet that I don’t even have for the majority of the time, as of writing this, it’s the last day of October and I’ve only had WIFI for maybe three or four days out of the month, it’s aggravating and a joke for the people to still be in business. I don’t want anything other than this company to realize how terrible and how much of a disappointment they are to everyone who uses them, their social media team is constantly being harassed by angry customers who just want their services to be restored and problems fixed, but all they ever do is reply with a “please contact us so we can fix your problem” and if their experience is anything like mine, im sure they never got their problems fixed

  Business Response

  Date: 11/11/2022

  In response to the complaint, Optimum attempted to speak with the customer on November 1,
  2022, to acknowledge receipt of the complaint. Optimum attempted to speak with
  the customer on November 9, 2022, and November 10, 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: 11/11/2022

  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 don’t care what happens anymore. The company has proven time and time again that they are consistently late and never show up when they are suppose to, I don’t want to talk to them since I know they aren’t going to listen to me anyway
  
  
  
  Sincerely,
  
  
  **** **********
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:10/31/2022

  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.

  Continuing internet service unresolved issues, basically not being provided subscribed speeds and ineptitude on the part of Altice's tech contractors. Since reported before October 17th, I have been in communication with a ******************* with the Executive Customer Relations unit of ********************/**********************. The onset issue was that the upload speed was half of what the internet service had been until recently (from 40 mbps to 20 mbps). ************** concluded that my service had changed to the reduced upload speed but I had never been notified. To achieve the upload speed, I would need to upgrade to a 1 gbps download speed with a 40 mbps upload speed. The download speed I had prior to this change was a *** of 400 mbps. He made me an offer to upgrade and I accepted. Well, now I am getting somewhere around the 40 mbps upload speed but the download speed has deteriorated to between 200 300 mbps instead on the 1 gbps currently subscribed. He then arranged for an alleged service technician (A contractor for Optimum) to come out and check the equipment/lines on October 26th. At the writing of this communication, Speed Test indicates a DL speed of 353 mbps and UL speed of ******************************************************************* a dramatic fashion which is not usual. The alleged technician who came (and was late as well, giving some flimsy excuse for being so) hooked up a device to the modem and pronounced that my Linksys MR9000 router was the problem. I then contacted ******* supports **** who walked me through numerous tests which clearly concluded the router was NOT the problem. Rather, the issue was line variance factors that were in play. This has been a reoccurring issue with your companys service, the outside lines. Usually the issue can be traced to a faulty connector in the outside line. But, there have also been node issues, the one at the pole at street level. Tech failed to test lines outside.

  Business Response

  Date: 11/14/2022

  In response to the complaint, Optimum spoke with the customer on October 31, 2022, to acknowledge receipt of the complaint.  The customer was advised that there was a crew in place to resolve the outdoor issue contributing to the slower and fluctuating speeds.  On November 3^rd2022, a technician was dispatched to the customers home and repaired the outside cable drop attached to the home. This repair resulted in internet speeds in the mid to high 500 Mbps. 

  On November 11, 2022, a second service appointment was completed where the customers outlet inside the home was replaced.  A follow-up call was completed and the customer confirmed that his speeds are stable at 600 Mbps.  Speeds to the modem were confirmed to be more than 900 Mbps.  The customer was educated on various reasons that internet WiFi speeds can vary, some of which are outside of Optimums control.

  The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 11/15/2022

  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 problem remains and has actually worsened now that five technicians have been out to try and detect the problem.  As of this evening, the senior technician told me that the problem was out of their hands that a higher level escalation was needed. Was also told to give them a call if the service which is intermittently zero in download and upload was not restored.  Since I "upgraded" to 1gbps almost a month ago, the service has deteriorated and is less than what I had before upgrading.  I simply want this problem fixed as it negatively impacts the wi fi security cameras, online bill paying availability and electronic statements, streaming on ******** Peacock and ******* services I pay to use.  Not having reliable internet is detrimental to the ability to arm and disarm the whole house security system.  The internet phone I subscribe to is also negatively impacted to the point that I cannot confirm or obtain needed medical appointments for both wife and I (both of us have life threatening and advance medical exigencies).  I am totally stressed out over the inability of Optimum to actually fix the problem, worsening my medical condition.  

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 11/22/2022

  In response to the complaint, Optimum spoke with the customer on November 16, 2022, to acknowledge receipt of the complaint. A service visit was scheduled to address any further interior issues affecting the internet speeds.  Optimum fixed several issues that included clearing water from the customers drop wire and swapping out the customers modem.  Our Outside Maintenance team fixed issues as well.  At this appointment, the technician received 905 Mbps from his test computer, but the customers computer was getting 385 Mbps.  Additional repairs were completed by the maintenance team on November 21, 2022, and there are no further issues.

  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 find that this resolution is satisfactory to me and the matter has been resolved at this time.  Other issues may crop up as it took over six visits and multiples of weeks to rectify the issue.   I do have a contact at this entity and will address future issues with them. Currently, the download speed is between ******* mbps, well below the stated and subscribed speed of 1gbps.  My equipment has been fully tested and the issue of variable speeds emanates from how many subscribers are on the node at a given time. With more traffic for DL and UL speeds the service variates up or down per the service technicians. 
  
  Sincerely,
  
  *****************************