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

5,889 total complaints in the last 3 years.
1,726 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:10/22/2024
Type:Order 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.
My mother and I had inquired about using optimum services for cable and internet. We had requested basic cable, the Latin channels, high speed internet, and **** We were told we could receive this and more through a special promotion for $145 per month. After the technician came and installed what we thought were the agreed upon service, we could not access the Latin channels or the **** After speaking with customer service we were told we couldnt have the services we agreed upon without an upcharge to $185 per month. I asked to escalate to honor what we agreed upon for the price we agreed upon. After waiting 4 hours, I received a call back from a supervisor who told me the exact same thing. We could not get the services we agreed upon for $145 unless we paid $185 a month. So in essence, the sales person lied to us, as we were told by the customer service supervisor that these options together were not possible the way the package was sold to us, but we only realized this after the cable and internet were installed. This feels a bit like we are being extorted. I would like the agreed upon services at the fee we were told we would be paying.
Business Response
Date: 11/04/2024
Optimum spoke with the customer on November ****** regarding their promotion in response to the complaint. Upon review of the account ******************** Offred the customer an alternative promotion, including the Spanish package and cloud DVR for an additional cost.
Customer Answer
Date: 11/05/2024
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:10/21/2024
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 went to upgrade services and was told they offered 500Mbps. So of course my bill went up. It wasn't but 3-4 months of service that I still had issues with service. I came to find out that I was paying for services that I was not receiving. i was told by their employee that they did not offer 500Mbps. I was told they could not offer a refund or a credit. Now they are saying I owe the $164.38, which i do not.
Business Response
Date: 11/04/2024
Optimum attempted to contact the customer by phone on November 4, 2024, but was unsuccessful. Optimum has adjusted the account addressing billing concerns in full and has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 11/04/2024
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 was told I canceled my services in June, had them changed from 150Mbps to 500Mbps March. That is 4 months of not getting the service I was paying for. Then to only credit $13.80 plus a one time credit of $15 as if they are doing something. The letter I got says I owe the $168 and got it to $135. I paid more in the difference of the 150 Mbps and 500Mbps than that. Plus, I work so I can't just answer the phone anytime.

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

Sincerely,

**** *******

Business Response
Date: 11/11/2024
In response to the complaint, Optimum spoke to the customer on November 10, 2024, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.
Initial Complaint
Date:10/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been charged for TV services that I have not received in almost 3 years.
Business Response
Date: 10/24/2024
In response to the complaint Optimum spoke with the customer on October 23, 2024, and addressed the customers billing complaint in full. No refund will be offered at this time. Services subscribed to were itemized on each monthly billing statement. Also, as stated on each bill,billing errors are to be reported within 30 days of receipt of the bill. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 10/24/2024
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 business should make clear what is being provided in their packages. Wanting to lower my bill while increasing internet speed I returned all 6 boxes to cancel television and my bill did lower. Bills are paid automatically and we do not receive paper bills. After finding out that for almost three years I have been paying for a cable box for live TV service that was never wanted nor used Optimum assumes I should have known what was included in the package they switched me to. Their response basically says that because I did not catch their error within 30 days, they get to keep the money. I never agreed to a 30 day dispute perioed nor did I want nor use live television. Optimum's response is unethical and their billing 30 day dispute period should be illegal. If they make an error and you don't catch it in time they can keep your money. Highly questionable business practice.

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

Business Response
Date: 10/26/2024
Optimum spoke to the customer on October 26, 2024, and advised the customer that per page two of their bill payment of your bill confirms your acceptance of the Residential General Terms and Conditions of Service, viewable at *****************************************************************, which states that: the Subscriber agrees to pay all undisputed monthly charges and all applicable fees and taxes as itemized on the Optimum monthly bill and notify Optimum in writing of disputed items or requests for credit within thirty (30) days of Subscriber's receipt of the bill for which correction of an error or credit is sought, or longer as provided by applicable law. Optimum has no record of the customer requesting the removal of the service. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Initial Complaint
Date:10/16/2024
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.
optimum charged me a service charge RE: missed appt, I never missed any service Appt. for $160.00 on (9/23/2024) I was home at the time, I called optimum and informed them I never missed any service calls. the lady stated to me, that she wanted to give me credit to my acct, but they had 2- $80.00 charges on my acct, so i ask what are you saying that I missed 2 service calls, Because on my bill it was only 9/23/24. She told me she had to get her manager to credit me the other $80.00 bill. I spoke to her manager who gave me the credit for the full $160.00 .Then he informed me that I had to pay the full bill this month and next month I would get the credit. I told him I didn't make the mistake your company did and I don't have $160.00 extra money laying around to give you,plus I am also paying taxes on this charge that I never got a refund. He stated company policy bill is made up already and can't change it. I will pay my full bill like i do every month.
Business Response
Date: 10/24/2024
In response to the complaint, Optimum spoke to the customer on October 24, 2024, and addressed all their billing concerns in full. The customer was also provided with our direct contact information in case any further assistance is required.

Customer Answer
Date: 10/24/2024
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]
Like I told them, I have to wait till Next Month Bill *** See how they Adjust the Bill . Before I can cancel this complaint !!! I will Find out around Nov ******* !

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

Sincerely,

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

Business Response
Date: 10/31/2024
Optimum attempted to reach the customer by phone on 10/31/2024 but was unsuccessful. The next bill will be printed around November 10th, and any adjustments made since the last bill was printed will be reflected then. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.
Customer Answer
Date: 10/31/2024
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 have to wait till next month to see how they bill me !! will know around nov 10 2024

***** ****** **
Initial Complaint
Date:10/16/2024
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.
***************** optimum used ********* to mail out refund. refund was not received. no longer at address. would like optimum to refund using the payment method on the account which is the check account ending in 3641. This account was used to auto pay for optimum's services, they should refund back to that account.
Business Response
Date: 10/25/2024
Optimum spoke to the customer on October 25, 2024, and addressed the customers billing concerns in full. A refund card was mailed to the address on file, but it was found that the refund card was activated and the funds had been depleted. No other refunds can be applied. Optimum will review its refund process, as advised by the complainant. We remain available should the customer require any further assistance.
Customer Answer
Date: 10/26/2024
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 *** said they could not issue me a refund.
1) I spoken with them a long time ago about this issue about mailing out check or refund cards told them specifically not to do that and they should refund to the payment method on the account. this was like in august
2) here we are "A refund card was mailed to the address on file, but it was found that the refund card was activated and the funds had been depleted. No other refunds can be applied." of course it got stolen this is the reason why I didn't want a refund card or a check in the mail. And I asked them to mail it to a different address which was *************************************************** no we cant do that either... also in august
3) I don't care if north lane was the one sending out your checks or refund cards for you its your responsibility to make it whole.

Sincerely,

*****

Business Response
Date: 11/01/2024
Optimum spoke to the customer on November 1, 2024, and addressed the customers billing concerns in full. We remain available should the customer require any further assistance.
Customer Answer
Date: 11/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory and the matter has been resolved. Thank you

Sincerely,

*****
Initial Complaint
Date:10/15/2024
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.
I went to the Optimum (Altice) office with the equipment today, 10/15/2024, located at ****************************************** in an attempt to cancel my internet service.I was told that I first had to call ************ and cancel the service.I immediately called the number at 9:03 AM and requested that my internet service be cancelled. My request was side stepped with numerous offers of various help, all of which I declined and again requested that my internet service be cancelled after each offer. After 9 minutes of continually communicating my request to cancel the internet account, I hung up the phone, left my equipment at the Optimum (Altice) office, notified two representatives that I would be filing this complaint and left. I am requesting a one month refund check of $70.99 be mailed to me.
Business Response
Date: 10/17/2024
In response to your complaint, Optimum spoke to the customer on October 17, 2024, and fully addressed all their billing concerns. Optimum informed the customer that their account had no remaining balance because the charges for the period of October 2, 2024, to November 1, 2024, had been waived due to natural disasters. The customer was also given our direct contact information for any further assistance needed.

Customer Answer
Date: 12/02/2024
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:

Email and phone correspondence with ****** ****** (Specialist Executive Customer Relations ********************* have been a disaster.

He called me on 10/15/2024 at 3:55 PM. We had a 4 minute conversation trying to resolve my complaint. During the call, I was assured that my Optimum internet account had been closed with a zero balance. On 10/17/2024 I received an email from ****** ****** confirming a zero balance on my account.

On 11/28/2024. I received an email bill for an internet account ***** in the amount of $87.97 due on 12/17/2024. This account should have been closed on 10/15/2024 with a zero balance.

****** ****** and Optimum have not begun to resolve my complaint.

***** *****

Business Response
Date: 12/10/2024
Optimum attempted to reach ********************* on December 10, 2024, but was unsuccessful. Optimum reviewed the complaint and removed the remaining charges from the account. The account is left with a zero balance. Please allow 48 hours for the account to update and the next statement to be processed to show that the charges have been removed. The customer was also provided with our direct contact information in case any further assistance is required.

Customer Answer
Date: 12/11/2024
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:10/13/2024
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 currently having problems with Altice Cable not working correctly in my house. I have written over fifty times about cable service locking up and was told they do not know how to fix the problem for the past 2 years. I am asking for refund on my cable service for the past 2years.
Business Response
Date: 11/05/2024
In response to the Complaint, Optimum spoke with the customer on October 14, 2024, regarding their intermittent television service issue. The customer provided examples of the issue that was forwarded to our engineering teams. On November 4, 2024, the customer contacted ******************** to advise that the issue was no longer occurring. A credit was applied to their account for the verified intermittent service interruption. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 11/06/2024
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 have had so much difficult with Optimum over the past three years, I made over 200 phones calls to them. sent over 50 videos of cable tv service not working correctly. I pay 82 dollars for cable tv service. They offer me ****** for their poor service not working Not sure how they came up with this number, I pay 82 month for tv cable service. Two years would equal $1948. I have never gone through so much aggravation with one company in my entire life. I'm refusing the offer and waiting for answer about receiving a full refund.
Sincerely,

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

Business Response
Date: 11/14/2024
Optimum spoke with the customer and clarified that service credits are issued on a per incident basis, calculated according to the rate they were paying at the time. Optimum reviewed the reported incidents since June 2022 and applied service credits based on those verified incidents. The customer understood and has our direct contact information for any additional questions or concerns.
Customer Answer
Date: 11/15/2024
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:10/13/2024
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.
Since 08/15/24. I requested optimum to discontinue internet services because my landlord was providing the same Free of charge, instead, I received a load of phone calls and offers in order for me to desist from leaving the companys services. I continued to get billed for services not received. I proceeded to file complaint with BBB. A supervisor from optimum called a day after they received notification from BBB, this supervisor promised to investigate and get back to me which she did. The supervisor said to have listened to the recording conversation and she was going to void charges and terminate the service. I asked for email confirming the clearance of my account, never received it and instead, I got the bill Im ready to forward to you at your request. Im tired of explaining that Im already receiving the same services that they themselves are providing my landlord and he in turn provides to the whole NYCHA building free. I dont have neither want a contract with Optimum cable. They threaten to report me and ruin my credit when I dont need to be obligated to use services I dont need.Thanks in advance;******* ****
Business Response
Date: 10/14/2024
Optimum spoke with the customer on October ******* regarding their billing issue in response to the complaint. We explain to the customer the credit that was applied on September ******* was done after their billing cycle was done. They currently have no balance with Optimum.
Initial Complaint
Date:10/12/2024
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.
Optimum sent a internet box to my address in someone else's name and I called them twice and explained to the fake fraud department that it is not my service, I did not request it. They claim the person claim that they live here and there is no such name at my address. I am going to file a police report on them if they dont stop sending this bill to my address. The name is ****** *****, This fake person is lying. Please tell Optimum to stop sending this bill to my address. Its fraud.
Business Response
Date: 10/17/2024
In response to the complaint, Optimum spoke to the customer on October 17, 2024, and thoroughly addressed all their concerns. The customer was placed on the do-not-contact list. We also provided the customer with our direct contact information in case any further assistance is required.
Initial Complaint
Date:10/11/2024
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.
I recently moved 5 minutes away and needed to disconnect my internet/TV/phone service and then re-connect once in the new residence. I have been an Optimum customer since 2011. I was billed $217.29 for the service at my old house from 7/8-8/7 but disconnected the service on 7/23 since I was selling the home on 7/24. Once we purchased the new house we reconnected service on July 26th. On my current Optimum bill for August I am charged a partial month of service from 7/26-8/7 from the time I reconnected service but with no offsetting credit from what I paid for the full month of service at my old house even though I disconnected service on 7/23. I should be receiving a refund of approximately $105 for only using the service half the month at my old house.I called Optimum on August 9th to discuss the issue and the representative told me everything looked normal and I wasn't due a refund which is nonsense. I am getting charged for a service that I rightfully disconnected on July 23rd and had no way to use once I sold the house on 7/24. I called Optimum earlier in July just to confirm the process and followed their ********* I was told by Optimum's *************** a refund card was being mailed to my new residence within 7-10 business days and if I don't receive it I should call another phone number to question where it is. After three weeks I never received the refund card so I called again on August 18th, September 9th, and October 7th and each time was told I would be re-issued a new reward card and each time never received. On the October 7th call I was even told I would be rushed one to my house in 2-3 business days and still didnt receive it. I shouldnt have to call a company 4 times in over 2.5 months to refund money I was overbilled. It is obvious they have no problem stealing other people's money when they realize their product has gone downhill. I would like my $105 back.
Business Response
Date: 10/22/2024
Optimum spoke to the customer on October 19, 2024, and addressed the customers billing concerns. ******************** provided contact information and a reference number to the customer but is unable to dispute on the customer's behalf. We remain available should the customer require any further assistance.
Customer Answer
Date: 10/22/2024
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 was just forwarded back to the 3rd party Rewards card company (*********) whom I have called four separate times with no resolution. Optimum/Altice created this issue by outsourcing their refunds vs. crediting my bill (which would have rectified the issue instead of all this back and forth.) I should not be just left in the dust to say "Figure it out on your own!" when Optimum created this issue of overbilling me when I moved and then not crediting my bill vs. setting up this rewards card which I never received over almost three months now!]

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

Sincerely,

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

Business Response
Date: 10/23/2024
Optimum spoke to the customer on October 23, 2024, and addressed the customers billing concerns in full. A credit of ****** was applied to the customers account. We remain available should the customer require any further assistance.
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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

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Altice USA is NOT a BBB Accredited Business.