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

5,875 total complaints in the last 3 years.
1,737 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:10/05/2022
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 have been trying to get our internet fixed since July, we don't have another option for this service. I filed an earlier complaint and they did some work and the internet worked for a week. I responded that the internet was working and closed the complaint, that very day the internet went out again and has been off and on since. We have rewired our house twice, they have changed the spliter 3 times, and changed fittings on the back of our house. Everytime it rains the internet goes out again and is bad for a few days. I call and they just send another tech who does the same things that have already been done. They refuse to check their line or box and refuse to change it. We need our internet for our small businesses!!! Please help!
Business Response
Date: 10/17/2022
In response to the complaint, Optimum spoke with the customer on October
6, 2022, to acknowledge receipt of the complaint. The customer stated that the service
went out over the weekend. On October 6, 2022, a service visit was completed. The technician confirmed
that no issues were found. They installed a brand-new RG6 cable outside, and our
engineers installed a brand-new 20/8 aerial line. On October 12, 2022, our engineers confirmed there are no impairments present.

Customer Answer
Date: 10/18/2022
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: While it is getting better we have still had a few outages and are working closely with ****.

Sincerely,

**** ***

Business Response
Date: 11/09/2022
In response to the complaint, Optimum contacted the customer on November
2, 2022, to acknowledge receipt of the complaint. We were unable to reach them.
A second attempt was made, and an email was sent to the contact information on
file. On November 4, 2022, we were unable to reach them. Our engineers
confirmed there are no issues with the outside wiring and have assisted the
customer with correcting the internal wiring he installed himself.
Customer Answer
Date: 11/10/2022
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:

This has been an on going issue since July, they have sent approximately 10 technicians over to our house and several of them have changed things in our attic where the wrining is, so was it what we had or what they changed, and plugged in. We don't know and neither do they!!! It was not until they changed the outside wiring that the issue started to get better! We are still having some periodic issues and are still in touch with the supervisor. As for them not being able to connact us thats very funny, since up until Nov.2 they had no trouble connacting us via our cell phones.

**** ***
Initial Complaint
Date:10/05/2022
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.
Did not show up when scheduled for appt. left us with no internet for days. Lied when told me there was outages in area,hired incompetent sub contractors who did an inferior job.
Business Response
Date: 10/17/2022
Optimum attempted to speak with the customer on
October 6, 2022, to acknowledge receipt of the complaint. Optimum contacted the
customer again on October 14, 2022. The customer explained he has no time to
speak with Optimum to resolve this issue now or in the future. We remain available should any further assistance be required.
Initial Complaint
Date:10/03/2022
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.
This complaint is for Optimum cable/internet services. A technician came by to install services at my elderly mother's home and immediately had a horrible attitude with her, then proceeded to scream at her for several things out of her control, like having only 2 outlets in the area she wanted to install services in instead of 3 even though she provided a surge protector and extension cord. Then he left without installing anything and without a word to my mother. When I called Optimum to find out what happened, I was told someone else would be sent to finish installation. No one showed up. It's been over a week and my mother is still without services, meanwhile we've already been charged for internet and cable we do not have set up yet and no one is providing any support or recourse for the awful behavior of the first technician or troubleshooting the installation of services. I need a refund of my $125 plus damages for emotional trauma caused on my elderly mother.
Business Response
Date: 10/15/2022
In response to the complaint, Optimum spoke with the customer on October 4, 2022, to acknowledge receipt of the complaint. A Service installation was delayed due to the wiring of the complex that needed to be adjusted prior to installation. On October 7, 2022, a refund was provided to the customer's credit card, and a notification was sent via postal. Due to issues and delays on October 12, 2022, the customer was successfully installed with services with a free installation. Optimum's services technician behavior has been submitted for review and coaching.
Optimum's attempts to reach the customer to ensure no additional assistance was needed were unsuccessful; however, voicemails and e-mails were sent, which provided our direct contact information should any further assistance be required.
Initial Complaint
Date:10/02/2022
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,
On 7/29/22, I called Optimum (Altice USA) to cancel my long-term internet services, because I was changing to ******* effective 8/1/22. The Rep told me that in order not to lose internet service, I would need to call back on 8/1/22. I asked him that if I closed my account on 8/1/22, would I be charged for the 8/1-8/31/22, billing. The Rep stated that I would not be charged, as long as I closed my account on 8/1/22. On 8/1/22, called Optimum to close my account. They kept me on the phone from 8 am-9:40ish, trying to convince me not to close the account. I reiterated countless times that I wanted the account closed. I also informed the Reps that the ******* technician was in my house installing the new internet equipment and I wasn’t needing Optimum services any longer. At that point, the last Rep that I spoke to stated that my account was closed and that I would not be responsible for any further charges. I told her that I would be returning the cable box asap. I returned the box on 8/5/22, to their Optimum office located on * ********* ****** ******** ** *****. I have the receipt as proof. And I also have proof from ******* that my services with them started on 8/1/22.  With all this being said, I received a bill in September from Optimum asking me to pay "my bill". I wrote to the company telling them that I didn't owe them any money and that I wanted a letter stating that this matter had been resolved. And if it wasn't, I was going to report them to the Better Business Bureau. My letter was ignored and I received another bill from them demanding payment.
I've uploaded the letter I sent to them via certified mail and the receipt of when I dropped off the cable box as well. I want to add that for 20 + years all my bills were paid on time and I did not have any prior balances.
I hope you can help me.
Thank you.********* ********* (formerly ******)
Business Response
Date: 10/08/2022

In
the complaint, the customer claims she called Optimum on July 29, 2022, to
cancel her service and was advised to call back on August 1, 2022, to cancel
service. The customer explained she was
charged another month of service.

In response to the complaint, Optimum attempted to speak with the customer on October 3, 2022, and
again on October 8, 2022. Optimum could
not reach the customer, and the phone number listed for contact was
disconnected. Optimum contacted the
customer via email to acknowledge receipt of the complaint. On October 8, 2022, Optimum reviewed the customer’s
phone call to Optimum on July 29, 2022. Optimum’s
Care agent advised the customer to call back on August 1, 2022, to disconnect
service, resulting in an extra monthly service charge of $75.71. Optimum could not speak to the customer, and
an email was sent advising the customer that a credit of $75.71 was applied to
the account, zeroing out your final bill with Optimum.

Optimum’s attempts
to reach the customer were unsuccessful; however, voicemails and emails were
sent, which provided our direct contact information should further assistance
be required.


Customer Answer
Date: 10/09/2022
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:

[Hello, I did not receive a call or an email from Altice. What cell # or email did they use. My cell# is ###-###-#### and my email is *******************]. Regardless, the case I am glad to know that they have issued me a credit. Can you please ask them to send me a letter confirming this credit? At least we know they have my address correctly, because they know where to send bills too. THANK YOU you so much for helping to address this matter on my behalf.

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

Sincerely,

********* ********* (******)

Business Response
Date: 10/12/2022
In response to the rebuttal, Optimum attempted to speak with the customer on October 10,
2022, to acknowledge receipt of the complaint. Optimum unsuccessfully attempted
to speak with the customer again on October 12, 2022. Optimum emailed the
customer the details of the credit issued to the account. 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:10/02/2022
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.
I have been having internet issues every morning from about 6:30 until about 8:30. Suddenlink can look into my account and see that I have called and reported this at least 6 times. I have had a technician come out and “fix” everything just for it to again stop working that evening. I work from home and cannot do so with the issues that have been occurring daily for 2 consecutive weeks now. Once again I called today and they said they couldn’t send a technician back because an SRO was open (that the tech didn’t even tell me about) and they said I should have a resolution by 10/21. This is not an acceptable timeframe. If I withheld my payment for 3 weeks I would have my service disconnected. This needs to be fixed ASAP. It does not effect just my house but my entire street as I am family with my neighbors and they are out too.
Business Response
Date: 10/14/2022

In response to the complaint, Optimum spoke with the
customer to acknowledge receipt of his complaint. During our investigation, it
was discovered that the service-providing cables in his area are in need of
repair after significant damage caused by animals. Repairs have already been
initiated and the customer can expect to see improved service as the repairs
continue. The customer was provided with our direct contact information should
further assistance be required.
Customer Answer
Date: 10/14/2022
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:

[The said repairs aren’t scheduled to be completed until the first week of November. I’ve already been dealing with this for a month. Service disruption should take precedence over network expansion.I cannot consider this closed until the problem is actually resolved. What steps are being put in place to make sure that the customer’s voice is actually heard? 20+ calls to the 800 number and the only way it became a priority is because I made a BBB complaint. What’s being done to make sure the lines are protected from “animals”.? 2 months of having to relocate my office is expensive and it’s not acceptable for a business to do this to a consumer. ]

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, Optimum reconfirmed that all
necessary work will be done by November 8^th, 2022, which should
result in an improvement in the customer’s internet service. An additional
credit was applied to the customer’s account to accommodate for the expected
intermittent service issues until the date mentioned. The customer was provided
with our direct contact information should further assistance be required.
Customer Answer
Date: 10/31/2022
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.
I am only accepting this because a 3rd party technician confirmed that the repairs were done. The contact info given is unresponsive and therefore something I believe just provided to check a box for this complaint.

Sincerely,

****** *******
Initial Complaint
Date:09/29/2022
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 requested from Optimum Mobile (aka Suddenlink, aka Altice) my account number, ********, and a 6 digit port-out PIN, ******, on September 27, 2022, to transfer my mobile phone with my phone number to Consumer Cellular. Consumer Cellular has attempted to get my info on September 27, 28, and 29, 2022. So far Optimum Mobile is refusing to port-out the info. I'm on automatic pay with Optimum Mobile so there has never been a late pay or a no pay. I have spoken to Optimum Mobile several times and to date they cannot give me a satisfactory reason for holding my information and preventing Consumer Cellular from receiving this information. If you cannot help me with this problem, can you at least guide me in filing a Consumer Complaint with the government? I'm aware that I can make the transfer by changing my phone number but this is the number my specialist doctors have. I'm 80 years old and under the care of specialists for heart disease and stroke prevention.
Business Response
Date: 10/12/2022
The
customer was concerned she was unable to transfer her optimum mobile number to another
provider

In response to the complaint, Optimum mobile spoke to the
customer on September 30, 2022, to acknowledge receipt of her complaint. Optimum found the customer was using the wrong
account number to try and port out her number to her new provider. Optimum provided the customer with the
correct account number. Our direct contact information was provided
should further assistance be required.
Customer Answer
Date: 10/12/2022
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:09/29/2022
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.
We are selling my deceased parents home that has Optimum. Called to cancel service as of closing date on home (9.29.22). I was told that I missed the bill cycle cutoff date by 1 day so I now have to pay for an entire month that no one is using service b/c they "don't prorate". They want to charge me through 10/27/22. I called several weeks ago to ask how to cancel service so that when I was ready, I would know what to do. They never mentioned to make sure I called by a certain date or I would be charged for an entire month. Service rep xferred me to billing to discuss further. Billing told me same thing. When I asked to speak to someone who I could discuss this further with, she put me on hold to "work on it" and never came back to the phone. This is not a "*****" situation. This is just wrong to charge a customer for an entire month of service they are not using.
Customer Answer
Date: 09/29/2022
Better Business Bureau:

A representative from the business contacted me in reference to complaint ID ********, and offered a resolution that is satisfactory to me and the matter has been resolved.

Thank you for assisting me in getting this resolution!

***************************
Initial Complaint
Date:09/28/2022
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 no had cable or internet service since the last week of August 2022, I reached out to Optimum for resolution to which they agreed to send a technician out September 1st, I took a half day from work to adhere to the window of 3-7 which they provided. The technician arrived at 6:54, did a visual assessment (did not enter my apartment to investigate) and said that the wiring was bad and needed to be replaced. He instructed me to contact optimum for a service call for the following morning to have a technician come out. Taking additional time off from work I made myself available for the 8am-4pm time slot for which I was scheduled, the technician arrived around 8:30, made an assessment and again said the wires needed to be replaced however that was not specified in the ticket and he would be unable to fix it there. He informed me that a different department would need to come out to fix the wiring, I asked how long it would take to which he responded approximately a week. I asked how I would schedule the appointment and was told I would be contacted in 24 hours, I received no such call. I spoke with a customer service rep on 2 separate occasions which they informed me that my account would be credited for any time which I was not able to use the services. Almost 2 weeks into having no service (with no follow up from optimums customer service) I decided to switch internet providers to *******, leaving the cable service as is so my 5 year old son would be able to at least stream shows. Today 9/28 I call optimum to cancel and am now being told that not only am I responsible for the bill through September of $295 but I would not be receiving any credit whatso ever, I have NOT been able to use Optimums services for the entire month of September. This has been a major inconvenience for myself and my small child who enjoys watching television shows at the end of the day not to mention I occasionally work from home which I was not able to do. This is disgusting practice.
Business Response
Date: 10/11/2022
In response to the complaint, Optimum attempted to speak with the customer on September 28,
2022, to acknowledge receipt of the complaint. Optimum searched through the
recorded calls to find that the customer called at the end of August to report being
unable to use her services. The agents she spoke with were unable to resolve
her issues. We issued a credit for the charges from September. The customer
will receive the refund within the next three weeks. On October 11, 2022, we
followed up with the customer, and she was satisfied with the resolution. We remain
available should any further assistance be required.
Initial Complaint
Date:09/28/2022
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.
I moved residences and moved my service over to the new owner of my home. I paid all charges for the account at the time on switching my service to the new owner.

I have now received a bill for a period of time I did not live in the home. There is no way to speak to a representative of this Company.

You can start an account on-line but you can not cancel an account online.

They are billing me for services that I did not receive for a residence I do not own or live in.

This is a well documented predatory practice by this company as evidence by the host of complaints as well as the pending lawsuit against this company.
Business Response
Date: 10/01/2022

In response to the
complaint, Optimum spoke with the customer on September 28, 2022, to
acknowledge receipt of the complaint and apologize for their poor experience. The
customer contacted Optimum on September 06, 2022, to disconnect services; the
services were disconnected on September 06, 2022. On the billing statement for
September 13, 2022, thru October 25, 2022, there is a charge of $282.84 for
unreturned equipment. The customer stated that the technician told him he did
not have to return the equipment because he was transferring the services to
the property's new owner. Optimum contacted the equipment research department,
and they removed the equipment from the account, bringing the account to a zero
balance. The customer has Optimum’s contact information if they need further
assistance in the future.
Initial Complaint
Date:09/27/2022
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 just filled a complaint because optimum wouldn't set up service for me at an address with multiple "households" under 1 roof even though it was already wired. I eventually got a supervisor who understood the situation and resolved my complaint before Altice corporate got involved. Now I'm trying to link my ACP/Lifeline account with optimum but the system sees that someone at my address is l already l using that program. This is true, but we are not part of the same household. Same issue I had in my original complaint. To try to resolve this I got in touch with optimum who said there problem would have to be fixed by the Lifeline program (Solex) who stated all they do is help with the application process. So basically I'm getting the run around again. I tried reaching out to the person from Altice corporate who originally called me but she refuses to call me back. I don't understand why getting service set up and programs (that I mentioned I would be using when they finally set up my account) is such a problem. I would like to get this resolved without getting the run around again or having to tell another associate how something works until I get another supervisor who understands and corrects the problem... This is just poor customer service.
Business Response
Date: 10/05/2022

In the complaint, the customer stated his services were
installed but is now requesting help to get ACP credit.

In response to the complaint, Optimum reached out to the
customer on September 28, 2022, to acknowledge the receipt of the complaint and
apologize for the poor experience encountered. On October 5, 2022, the customer
verified with Optimum that he was approved for the ACP credit. The customer has
our direct contact information if further assistance is required.
Customer Answer
Date: 10/06/2022
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,

****** ****

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Altice USA is NOT a BBB Accredited Business.