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

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  683 Rt 10 East Randolph, NJ 07869

• 

  Optimum

  622 Torrington Rd (walk-in Center) Litchfield, CT 06759

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:10/16/2022

  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.

  In August 2022, I started shopping for a new internet provider. Optimum quoted me 79.99 per month and I was told there is no sign up fee or contract. I signed up and the following day called them to cancel because my current provider offered me the same price per month. I was I formed the item had already shipped and once I returned it, I would be refunded my charge of 79.99.
  
  On 09/11/22, I dropped the equipment, unopened and new, to my local optimum store and obtained a receipt. All of September passed and I did not receive a refund. At the end of September I received an automated text stating 36.80 would be deducted from my account. I called optimum and was told I never cancelled my account.
  
  I then proceeded to cancel my account AGAIN and was told I would receive a refund for the 79.99. I wad also told I would not be billed the 36.80. I was billed the 36.80 on 10/03/22.
  
  I have not received a refund on either of the 2 charges even though I do not and have never had optimum service. Furthermore, I received a text today stating my optimum tech will be arriving tomorrow. I never scheduled optimum service either.

  Business Response

  Date: 10/21/2022

  In response to the complaint, Optimum spoke
  with the customer on October 17, 2022, to acknowledge receipt of the complaint.
  Optimum resolved all billing issues in full. The customer has our direct
  contact information should any further assistance be required. 

• Initial Complaint

  Date:10/14/2022

  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.

  Account #: *****************
  
  I subscribed to Optimum (formerly Suddenlink) internet services for approximately 20 months. I contacted Optimum in early August 2022 to schedule a service disconnection for August 26, 2022. See attached email confirming the reception of the disconnect order. Despite my disconnect order, Optimum never disconnected service and continued to send me a bill for the service that I never used. After calling customer service to have this bill corrected, the agent claims that even though there is clearly a mistake made by Optimum he cannot correct the bill. He also claims that there is nobody that can help me and the only option is to pay the bill. To make matters worse, they are now charging me late fees due to lack of payment. It is not acceptable to me to be charged for services that I cancelled, but allowed to continue due to a mistake by Optimum.

  Business Response

  Date: 10/31/2022

  In response to the complaint, Optimum was able to communicate with the customer via email to acknowledge receipt of his complaint. After concluding our investigation, we have credited the customer's account accordingly to resolve the billing concerns in full. The customer has our direct contact information and we remain available should he require any further assistance regarding this matter. 

• Initial Complaint

  Date:10/11/2022

  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 lost Internet service on 10/07/22 and I am still waiting for service to resume. It is now 10/11/22 and I have had no internet service for five days. I understand that Optimum has a monopoly as sole internet service
  Provider inn my town, ******** *** ******* I would like my service restored immediately, receive credit for the days I have no service (5 so far) and lastly, I would like a better option for internet service in my home. The service technician that cane to my home tried to help but this is a job that requires replacing the fiber optic cables. I don't understand why there is no resolution after 5 days of no service. Thank you for your assistance in this matter.

  Business Response

  Date: 10/13/2022

  
  
  

  In response to the complaint, Optimum spoke with the
  customer on October 12^th, 2022 to acknowledge receipt of the
  complaint. In speaking with the customer, Optimum engaged with its outside
  maintenance team in identifying the root cause of the internet connectivity
  issue. Optimum’s outside maintenance technician identified an outside
  impairment that was causing the loss of internet service and repaired the
  outside line. Prior to leaving, our outside maintenance technician confirmed
  all signal levels were within specifications and internet service was working.
  On October 13^th, 2022, Optimum spoke with the customer who confirmed
  that the internet service was working, and a credit will be applied to the
  account for the loss of internet service that was validated and reported. The
  customer has our direct contact information should any further assistance be
  required. 

• Initial Complaint

  Date:10/09/2022

  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 changed providers and went to return the equipment back to the store. The store refused to scan in the equipment they said all returns need to be placed into the return box outside. I took a video of myself returning the equipment at the store and they still charged me. Then when I spoke to the customer service they said they submitted an equipment location form and IF they find the equipment then they would remove the charge from the account. I asked them if I could just send them the video showing that the equipment was returned and they said no. If they didn't find it that I would be charged. Also, this was all six weeks after returning the equipment and they said it wasn't in their system. This has happened to so many people that it is on many reviews... hence the reason I took the video. This should really be investigated as it seems like Optimum forces everyone to return their equipment without being able to have it attached to their account then charges them and if they don't have proof then the charge isn't removed. This is a really horrible business practice.

  Business Response

  Date: 10/20/2022

  In response to the complaint, Optimum spoke with the customer on October 13, 2022, to acknowledge receipt of the complaint. Optimum advised the customer that the equipment charges had been removed from the account, and the balance was now zero. We remain available should any further assistance be required.

• Initial Complaint

  Date:10/08/2022

  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.

  After failing to resolve this with “customer service” I’m giving 30 days for a resolution before I take legal action on November 8th. 2022. In June of 2022, I made the ill-fated choice to contact then Suddenlink to provide internet service to my home. It was promptly delivered within three days. I’m a seasoned individual concerning technology yet this particular device was malfunctioning and would not connect to the internet. After calling, Suddenlink agreed to send out a tech, so we scheduled a date. I took off work. They missed their appointment.
  
  After the malfunctioning device and a failed tech appointment, not to mention the mind-numbingly awful customer service that would drive a sane individual to writing corporate offices, I decided it was time to cancel and send the device back in order to go to a local competitor in my area. I called to verbally rescind my consent for automatic withdrawals and cancel. They agreed.
  
  
  
  1.) I never used the service, it malfunctioned from day 1
  2.) I returned the device via mail, I still have the return receipt.
  
  I later found out now-Optimum is attempting to withdrawal 74.99. I contacted “customer service”, and they advised me that I had to pay this fee to disconnect service, despite the fact there was nothing to disconnect because the service was never truly “Connected”.I then get a call from collections that this company is attempting to both ruin my credit and bill me for services I never used.
  
  If ALTICE/Optimum wants to finally do the right thing, they need erase this false debt of 74.99 and correct this with the credit reporting agencies before we are forced to settle this in court.

  Business Response

  Date: 10/11/2022

  
  
  

  
  
  

  In response to the complaint, Optimum reached out to the
  customer on October 10, 2022, to acknowledge receipt of the complaint. On
  October 11, 2022, Optimum was able to resolve the customer’s billing concerns
  in full. We remain available should any further assistance be required.

  
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  8-17-2022 I contacted Optimum in response to their mailout offering 300mbps internet for $39 per month, free install, no equipment fees, and a prepaid $100 Visa debit card. The $39 monthly for one year with a 60 day no-risk guarantee. The fee did not include taxes. My landline and internet are both with my current provider, and I was assured that I could switch both and keep my current #. I arranged to have Optimum internet and landline installed on 9-12, 5-8pm, and set up my access code. The rep told me I needed to pay the initial $39 prior to installation. I received an email confirming all. 8-26 received an email that added a service I did not want in showed the initial amount to be $61.99. 8-29 email: initial payment $65.69. 9-5 email: $65.69. 9-12 called to make $45.00 payment, and insisted the $6.99 fee be removed. Was told initial payment required was $55, was successful in getting that reduced back to $45; rep I talked to on 8-17 had not added my landline to the work order. Install date changed to 9-15. Installer arrived on time; but when asked about the landline he said it was not on the work order. Called Optimum, was told I would have get that released from my current. THAT WAS THE FIRST TIME ANYONE HAD SAID ANYTHING ABOUT HAVING TO GET THAT REALEASE! Canceled install. 9-19, called about my $45 Optimum is still holding. Rep told me refund was being processed,
  gave me a control #*******. Non committal on refund date. 9-30 called; was told I would get refund definitely 10-6. 10-7 2:45pm; auto message said my service had been canceled and I owed Optimum $35.84! Finally transferred to rep who told me claim was being investigated and I could expect payment in 14 business days. I DO NOT Optimum anything! Canceled install as soon as I was informed my current landline would not be installed. Optimum's 60 day no-risk guarantee also relieves me of any possible expense even if I had allowed installation on 9-15-22. See photo copies of all emails verifying facts.

  Business Response

  Date: 10/15/2022

  In response to the complaint, Optimum attempted to contact the customer on October 10, 2022, to acknowledge receipt of the complaint but was unsuccessful.  The customer canceled services within time to qualify for our 60-day money-back guarantee.  The customer refund was submitted on October 10, 2002, on the account’s credit.  Please allow 72 hours to be received.  All interactions are being reviewed to handle any areas of opportunity internally.  Optimum’s attempts to reach the customer were unsuccessful; emails were sent providing our direct contact information.  We remain available should any further assistance be required.

  Customer Answer

  Date: 10/15/2022

  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:10/07/2022

  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 have had issues getting the service set up in the first place. Now that the service is finally available the proper installation was never performed, first a cable was put down inside the ditch in front of my property from the service tap to my home, this cable broke and a temporary line had to be run, then a proper burial crew came out and installed a new cable from the tap to my electrical pole but was ran across a neighbors yard, these neighbors were having there plumbing connected and cut the line that should have never been ran through there yard it is not there service and should not have been buried through there yard, the cable should have followed utilities when buried, a temporary cable was installed again to fix this issue and Optimum AKA Altice USA has yet to have any one come out and properly run an internet service cable to my house, there is still a orange cable running across my neighbors yard and my own yard

  Business Response

  Date: 10/19/2022

  • •  Optimum attempted to contact the customer on October 10, 2022, to acknowledge receipt of the complaint in response to the complaintPP.  The line is scheduled to be buried and finished by October 21, 2022.   Optimum’s attempts to reach the customer were unsuccessful; however, voicemail and emails were sent providing our direct contact information.  We remain available should any further assistance be required.
    *** ******* ****
    *** ******* ****

  Customer Answer

  Date: 10/20/2022

  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, However the quality of work performed to fix the complaint was bare minimum and I believe will cause issues in the future as the cable was no buriedalong the original path planned from altice and was buriedin a very shallow trench as well has had a union put in the middle which was also buried.
  
  
  
  Sincerely,
  
  
  
  ******** *******
  
  
   
  
   
  
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  This is the third month in a row that my internet services have been disconnected due to non payment nearly a week before the due date and ever single time I call and ask why they don't give me a straight answer. I had my power pole fall down two weeks ago and was without power or internet for a week and they are showing no remorse, I've been a customer of theirs for years now and recently the services provided had gone to nothing. I've tried settling it with the company many times but it's always the same answer, sorry for the inconvenience.

  Business Response

  Date: 10/18/2022

  
  
  

  In response to the
  complaint, Optimum attempted to speak with the customer on October 10, 2022,
  and October 18, 2022, to acknowledge receipt of his complaint but our efforts
  were not successful. Optimum was able to resolve the customer’s billing concerns
  in full, and the customer’s services were temporarily restored. We remain
  available should any further assistance be required.

• Initial Complaint

  Date:10/07/2022

  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.

  Hello to all, my name is ****** *******
  I called optimum today to shut service off at my home I wanted a transfer but where I moving to they do not service that area so I asked ******** ****** which stated I have to pay for the hold month of Oct even if I'm not living there. which is very unfair I have optimum since 2006 unfortuntaly my house got sold and I had to move.
  then I asked to speak supervisor and told no. which I thought was not ok I explained to rep I I was making complaint on her but wanted to speak to supervisor she still told me no supervisor could help me in this matter. which i found hard to believe.

  Customer Answer

  Date: 10/08/2022

  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:10/06/2022

  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.

  I got internet service from suddenlink and agreed to pay $40 per month contract. They have been charging my autopayment of $59 for a year and then suddenlink changed to Optimum. Optimum started charging $69.19 per month. Seems like they have charging unreasonable amount without my permission. I called customer service and they are rude and does not adjusting my amount which was originally agreed. They said that they will not refund me money. They adjusted contract amount for next year at $44 to continue the service. But they said that they will not refund the amount which was already been charged. I would like to purse this case and file complain about this company as everyone has their financial planning and this company charging credit cards without any update and unreasonable amount.

  Business Response

  Date: 10/17/2022

  In response to the complaint, Optimum spoke to the customer on October 7^th, 2022, to acknowledge receipt of his complaint.During our investigation, the claim by the customer was found to be invalid as there was an order confirmation email sent to the customer on June 30^th,2021, outlining what the customer could expect to pay for the following 12 months. After Optimum confirmed the customers email address, the customer was advised of this email to which he responded that he doesnt check all his emails.The customer was provided with our direct contact information should further assistance be required.

  Customer Answer

  Date: 10/17/2022

  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:

  [Your Answer Here]

   

   I spoke with optimum representative, name ******************* in detail. He was very nice and kind person. I told him at the same time that I dont agree with your explanation. Per ***** that we sent you an email which was entirely different what they commit to charge me.  I felt that I am getting blamed that we sent you an email and now its your responsibility .  They did not resolve my issue yet. ************** that you will get right bill now onwards for next 12 months with new promotion included and cost will be around $43-44. But I cannot adjust the old balance. Technically my issue is still hanging. Seems like I wasted my few hours of life. Being a physician my each minute is important but unfortunately I wasted my time. 

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

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

  Business Response

  Date: 10/26/2022

  In response to the rebuttal, our position remains the same as the customer confirmed the email address on file at the time his sales order was sent. The customers account was reviewed, and the pricing matches the order confirmation email the customer received. A voicemail was left on October 26^th, 2022, where the customer was provided with our direct contact information should further assistance be required.

  Customer Answer

  Date: 10/26/2022

  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: seems like I got the same response. No resolution of matter. Still disputed. We provide our credit card based on the trust with business company. And seems like they ripped me off. They are giving me *** explanation and blaming me for not checking email and everything was written in there. Literally they ripped me off.

  I will not close this matter until it get resolved.

  being a physician I have wasted so much time on that matter. I can earn more money than wasting a time here. But its a matter of justification and helping and resolving issue.

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