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

5,873 total complaints in the last 3 years.
1,735 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:09/20/2022
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.
Starting on august 26 2022 the cable company service have not been functioning the internet connection, cable channels and phone service have not been stable.I have call several time and all I get we will contact you in ***** hours with a call or a technician visit. Every week I have called and all I get is run around and the service is still unavailable or so slow it will not load website or downloads and the channel I pay for constantly are stuck on loading and told to contact the ******** service provider I have taken all steps provided on the support site and app And they sent a technician on august 28 2022, they told me the node outside my house needs service and I have not seen this special technician visit my location or been connected or updated by the company as promised to me by several supervisors When I call for update the customer service declined to transfer me to a supervisor or manager and has hung up on me or told me to wait and be patient I have been contacted with a few supervisors that only tell me to wait ***** hours and it will be addressed Its have been 3 weeks and they just told me to wait another week this has been a horrible experience I want to know what options I have to get my services fixed I have alway have my payment on time and in full for over 13 years
Business Response
Date: 09/30/2022
Tell us why here...In response to the complaint, Optimum spoke with the customer on September 21, 2022, to acknowledge the receipt of the complaint and apologize for the poor experience they encountered. On September 26, 2022, a technician was dispatched and completed repairs in the customers home to resolve the issue. Optimum followed up with the customer on September 28, 2022, who confirmed all services are working. Optimum applied an additional service credit of $101.12 to the customers account for the reported service interruptions. This adjustment will be reflected on the next bill. The customer has our direct contact information and we remain available should any further assistance be required.
Initial Complaint
Date:09/20/2022
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 have been billed $92.42 since I began service with Suddenlink. I changed service to internet only on 8-5-22. My bill was again $92.42 on 8-16-22. I cancelled all service 9-4-22 as I had no internet for 4 days due to outage yet received emails outage was corrected. My bill for 9-18-22 was for $172.52 for 9-18-22. I called to see why my bill was so high and was informed that was for the period of 8-30-22 thru 9-30-22 and informed them it would make sense for period of 8-17-22 thru 9-4-22 when I cancelled which should no where be near $172.52.If you could help with any clarification of this I would appreciate it. I feel they are just overcharging me for cancelling service with them.*******************************
Business Response
Date: 09/20/2022
In response to the complaint, Optimum spoke with the customer on September *******, to acknowledge receipt of the complaint and apologize for their poor experience. Optimum found that when the customer downgraded her services, she was charged full rates for the internet with no promotional discounts; Optimum placed a credit on the account of $70.00. The customer has ********************'s contact information if they need further assistance in the future.
Initial Complaint
Date:09/19/2022
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 did cancel the service with optimum end of August due to moving to another place and optimum doesn't provide service at this new place .I did return all of the equipment at the optimum store on August 31 , at ********** ******** ***** ,and I was assured that I'm all set and service for that old address was canceled at the same time got a call from optimum customer service cancel department and assured me again that I'm all set as I have returned all their equipment. 5 days later got a billing for September stating that I owed them full month even though I do not have service since end of August. I have been on the phone for hours couple of times to resolve this issue and stating that I do not own anything to optimum as I have canceled my service end of August wich I have paid August bill on 8 /5 for the full amount. I have spoken with me supervisor of optimum employee ID *** named ******* very unhelpful and not talking on consideration the fact that he called me 9 30 pm at night hoping I want answer, very anappropriate time for me and my baby .
All this situation has created a very unpleasant situation, I do not own optimum anything, I have been paying my bill on time for many years.
I just can't understand or explain why I'm getting billed for a service that I do not have .
Please I look forward hearing and resolving this issue as I do not know what else to do ,and can't effort to pay something that I do not have service for and I have done all necessary steps to return on time all equipment.
Thank you
Mirela
Business Response
Date: 10/04/2022
In
response to the complaint, Optimum spoke with the customer on September 20,
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 September 1, 2022, and their monthly billing period ends on the 30^th
or 31^st of each month. Therefore, this customer’s account was entirely
disconnected on September 30, 2022. Optimum provided our direct contact
information to the complainant should further assistance be required.
Customer Answer
Date: 10/04/2022
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 do not find it right to be charged for a service i did not have for a month,and none of their customer support was able to explain to me ,I have made multiple calls and attempts to find the right person to get a correct answer. If I pass my billing cycle for one day then you should prorated me not charge me for a month without service and all of their equipment was returned and all was finalized with the call from retention department wich they confirmed that I'm all set.
I'm very bothered and disturbed by their stress that they have caused me .

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

Sincerely,

****** *****

Business Response
Date: 10/19/2022
In
response to the rebuttal, Optimum spoke with the customer on October 13, 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 September 1,
2022, and their monthly billing period ends on the 30^th or 31^st
of each month. Therefore, this customer’s account was entirely disconnected on
September 30, 2022. Optimum provided our direct contact information to the
complainant should 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 have determined that my complaint has NOT been resolved because:
I have explained to them couple of times I did all the right steps and disconnected before end of the month ,and I was assured by their clerk at the store that I'm all set ,and also from their retention department that I'm all set .
Moreover they never send me a letter or email explaining the charges the never did ,I took me 100 calls to figure out why I was getting charged full month .so no I do not agree. With their response and in top of waiting my time calling they have stressed me out psychology in very bad way ,I can't efor paying for a service a stopped it .

****** *****
Initial Complaint
Date:09/19/2022
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.
Years of email were deleted by the carrier Altice/Optimum. After 3 phone calls I was informed that because I also receive optimum emails on Apple devices that there was an "outage" and emails were randomly deleted. I received no explanation of what an "outage" was or why emails on apple devices were being deleted. I was told there was no way to retrieve them. When I asked "******" the Level 2 representative I was told my complaint could go no higher and I could not speak to anyone else. I called the Optimum corporate number and was told by "******" that the only want to register a complaint was through a link on the Optimum site. There was no explanation, no apologies, and no effort to help. I feel the public should be aware that if they own Apple devices and receive emails on those devices, that their email can be deleted. Customer services at Optimum is awful, time consuming and often rude.
Business Response
Date: 09/21/2022

In response to the complaint, Optimum spoke with the
customer on September 20^th, 2022 to acknowledge receipt of the
complaint and apologized for any poor experience they encountered. Optimum engaged
with its engineering team who confirmed that the deleted emails caused by the
Outlook email client could not be recovered. Optimum recommended the customer
to utilize our website to access emails. In addition, Optimum provided a link
to the customer on how to set up the Optimum email service on the Outlook email
client to prevent this issue from happening again. The customer has our direct
contact information should any further assistance be required.
Customer Answer
Date: 09/21/2022
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:

emails were not recovered. The explanation made little sense. Optimum's excuse that emails should be saved on outside servers or to use a new email address like gmail should have been put out for the public to be made aware of this issue.
extremely dissatisfied and concerned for current emails being illegally deleted.

****** ******
Initial Complaint
Date:09/19/2022
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.
Optimum has failed to adequately provide the services that we have been paying for. We have been having problems with our internet services since January of this year (2022). We (my son and I) have been calling the Optimum local offices since the problem began.
Since January, (ticket number: *************** ) there have been over 8 technicians, 5 new routers, cables have replaced inside and outside of the house, any open connections that were open in splitters were closed, ALL cables in the home itself in ALL rooms have been checked, tested and ruled out as possible leaks, and some replaced.
However, the issue has not been resolved. Optimum representatives have come to our house several times, but they have not been able to resolve the problems. We have been given a continued run-around. We lose internet service daily 1-4 times. My son works from home and has been disconnected from his job-related meetings several times and it’s gravely affecting his job. I have not been able to check my mail, pay my bills since the problem began. The Internet service has dropped from 1x every two weeks, then every week, then several times a week, now it is several times a day. Today we haven’t had internet service all day.
Currently, in order to get the internet connected each time it goes down, we must reboot the router a few times, taking about 5 minutes per time. It needs multiple rebooting which will give us Internet connection sometimes for a few hours, if that.
This ticket has been open for months and several technicians have informed us the problem is due to the connection in the street, followed by "someone will be here in 72 hours or two weeks". We have heard that 3-4x times each time but no one ever comes, even after speaking to 3 'supervisors. Optimum representatives have come to our house several times, but they have not been able to resolve the problems. I have been paying from $250.00-290.00 monthly and we continue to have this problem every single day.
Business Response
Date: 10/10/2022
In response to the complaint, Optimum spoke with the
customer on September 19, 2022, to acknowledge receipt of her complaint and
apologize for her poor experience. We
partnered with our Field Services team and a service visit was scheduled for
and completed on September 21, 2022. On September 22, 2022, Optimum spoke with
the customer and confirmed that the service was working properly. Optimum offered to credit the account for the
verified service interruption, but the customer declined. We also offered to
repackage the account and provide 12-month savings which were also declined. We
explained that service credit is offered for the affected services. Consistent
with our terms of service, we do not provide credits or payments for lost wages
or emotional stress. The customer has our direct contact information and we
remain available should any further assistance be required.
Initial Complaint
Date:09/18/2022
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 is my 2nd filing with Optimum. I have now had to take 3 days off of work, speak on the phone for an excess of 8 hours and no one at Optimum can get my cable to continually work. Every day I get error code ******* and everyday I call Optimum and get a different answer as to what the issue is. Sometimes the cable will go on for a few min and sometimes not. I was also told by the technician on the phone today that maybe my account was just never set up properly, despite all the visits and phone calls. I also even had a technician lie & said they came to my house, but per my multiple calls and security cameras I can prove that never happened. I also am told that until my issue is resolved the billing department cannot help me. The issue never seems to get resolved so I’m paying for services I cannot use.

I need a full credit for cable tv since it was installed in my home AND for this ******* issue to be FULLY resolved.

Optimum employees could not be less helpful or more poorly trained. I need Optimum to FULLY look into my case before reaching out and then to call me with a financial solution to my issue as well as the full solve for the tech issue.
Business Response
Date: 10/03/2022
In response to the complaint, Optimum contacted the customer on September
19, 2022, to acknowledge receipt of the complaint and apologize for any poor
experience they encountered. A service visit was completed on September 25,
2022. On September 26, 2022, the customer called in stating the issue was not
resolved. We contacted our Video Department and informed them the customer was
still getting an error message on the TV. On September 27, 2022, we contacted
the customer and informed them our Video department attempted to reach out to
them and was unsuccessful. We provided the customer with the contact
information for our video department. The customer stated they would call when
the issue happened again. On September 27, 2022, our video department contacted
the customer but was unable to reach them. They left a voice message and sent
an email to the customer. Our Video department made a second attempt to contact
the customer. They left another voice message and sent an email. On September
28, 2022, A final attempt was made by our Video Department, an email was sent
to the customer.

Customer Answer
Date: 10/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# 18042673, and have determined that my complaint has NOT been resolved because:

Optimum said they would be reimbursing me for the dates I had no service and no one has followed up. I cannot keep spending my time waiting to hear from them. Per the above response, they called me late in the evening and about my internet not working- that was never an issue. I can’t waste more time with this business and just want to be refunded for services not rendered. [Your Answer Here]

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

Sincerely,

***** ******

Business Response
Date: 10/07/2022
In response to the complaint, Optimum spoke with the customer on October 6, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Optimum investigated the customer’s concerns and found that the customer contacted Optimum on September 10, 2022; due to her services not working, a service visit was scheduled for September 13, 2022. The service call was not done due to the customer not being home. The service call was canceled, and the customer asked for dispatch to contact her. The customer contacted Optimum on September 21, 2022, due to her services not working; a service visit was scheduled for September 25, 2022. The service technician changed and replaced the equipment and restored the services. Optimum placed a credit for $76.95 for not having services for 15 days. Optimum contacted the customer and explained the above. The customer has Optimum’s contact information if they need further assistance in the future.
Initial Complaint
Date:09/18/2022
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.
Account Number: *************** 3/2/** I became a customer Order #******** that included in the plan a $200 Gift Card with Purchase Promotion. I also signed up for Auto Pay on that day, which they sent an email confirming for both.On 6/23/22 I received an email stating that my Gift Card was being shipped, and I should receive it in 4-6 weeks.I have not received it, and yesterday when I did online chat with Altice Optimum to ask where it was, they stated I would not be receiving it because of the following reason: ********* ******** ******** ** *** *********** ***** ********** *** ***** ************************************************** **** ********." Since I have maintained services, and am on Auto Pay, which says on their website: "Auto Pay is a simple and convenient way to make sure bills get paid on time, every month", I asked to dispute this further with a supervisor, but they said they were having "technical difficulties" and could not connect me.
Business Response
Date: 09/30/2022
In response to the complaint, Optimum attempted to speak with the customer on September *******, and September 30, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered. On September 26, 2022,Optimum consulted with our gift card department who was able to resend the customer a gift card on September 27, 2022. On September 30, 2022, the customer confirmed via email that she did receive her gift card. We remail available should any further assistance be required.
Customer Answer
Date: 10/01/2022
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:09/17/2022
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.
When i called back on 8/19 spoke to **** in *********************** , my service was expiring he worked out that my bill would $108.00 including tax. So when they applied the $30.00 Credit , Optimum picked a new plan that raised me to $138.15 . This is not correct. It should be the $108.15 less the $30.00 new total $78.15. Thanks ***********************
Business Response
Date: 09/21/2022

In response to the complaint, Optimum spoke with the customer on September 19th, ****, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. In speaking with the customer, we have confirmed that the customer was provided a new ******** promotion of $108.99 which included an additional $15 credit + taxes & fees on August 08th, 2022. However, the additional $15 credit could not be combined with the *** discount and will be forfeited once the account received an *** discount. On September 20th, 2022, Optimum confirmed that the customer was successfully enrolled in the *** program and received an *** credit of $30 on September 9th, 2022, which was reflected on September to October billing statement. Hence, the additional $15 credit was forfeited from the account and could not be applied back to the account. On September 21st the updated monthly rate was clarified, and we added free Showtime plus Starz/Starz-Encore as a courtesy for a period of 6 months. We remain available should any further assistance be required.
Initial Complaint
Date:09/17/2022
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.
Every day, every day, every minute Altice cannot provide uninterrupted service. Instead, they provide trash service that cycles on and off, on and off, on and off, all day, every day. But soon this piece of garbage company will lose about 90% of its business and I cannot wait. Come on FiberFirst! Terrible, terrible, terrible service from a company that should have been shut down by the attorney general years ago.
Business Response
Date: 09/22/2022
In response to the complaint, Optimum engaged its engineering team who confirmed all signal levels were within specification;therefore, a service visit is recommended to further investigate the customers claim of service issues. 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:09/17/2022
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 a customer for over 30 years with cablevision/ optimum. On 9/15/22, i lost service place a phone call to optimum which they couldn’t fix the problem from there end so they needed to send someone out. I haven’t had sny service and still have no service as of today 9/17/22. I asked to speak to a supervisor to help get my service back due to I have my 85 year old mom living with me with a heart condition and can’t be left alone without a phone not working still got no one all they would say is they will send someone out tomorrow. Later that afternoon someone call me back saying that turn my tv on that it’s working I said I wasn’t home to turn it on then in the next breath he said someone will be there tomorrow which was Friday 9/16/22 between 10:00am & 8:00pm. Well on Friday the technician came said the wires in the house were good that the problem was outside and that someone else would have to come. So now my husband and I both call to say this is ridiculous they told us both that someone will reach out to us within 24 to 72 hours by email & no one has contacted us as of yet this is now day 3 without service & no one has contacted us. Also the person my husband spoke to said we would have the phone bc we have land lines but thats not true. We have nothing no tv, no internet and no phone. This Altec service has been nothing but problems since the first day. I keep asking why I cant have the coax service back they said its no longer available in my area which I know is not true bc some of my neighbors still have the coax service. I truly hope that no one else has to experience having to pay for a service like this that no one can fix this situation and that there isn’t any management available to speak to to help rectified this situation. Truly this company has gone down the tubes and I will be looking into another service after this experience. Due to the inconvenience of having no service for 3 days & counting I would like a full refund of my payment.
Business Response
Date: 10/03/2022

In response to the complaint, Optimum spoke with the customer on September
19, 2022, to acknowledge receipt of the complaint and apologized for any poor
experience they encountered. Optimum upgraded the customer to fiber service on
April 19, 2022. On September 15, 2022, the customer lost all service, and on
September 19, 2022, the customer requested to be returned to her original
coaxial service. Optimum set up an appointment for September 22, 2022, to
return the customer to coaxial service, but the technician brought our updated
cable boxes. The customer wanted the older legacy cable boxes they had before.
Optimum spoke to the customer on September 27, 2022, to advise the appointment
was scheduled for that day, but due to the delay of the scheduled appointment,
the customer advised they no longer wanted Optimum service and stated they were
canceling our service. The customer has our direct contact information should
any further assistance be required.
Customer Answer
Date: 10/08/2022
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]

It took Optimum fourteen days without service and me saying that I was going with another provider thats when management decided to get involved. By then I decided to go with another provider which got me up and running within two days. Optimum after leaving me WITHOUT service for fourteen days thats when management got involved by them it was too late. A customer who has been with optimum for thirty years should have offered better service.

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

Sincerely,

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

Business Response
Date: 10/10/2022

In response to the complaint, Optimum spoke with the customer on October
10, 2022, to acknowledge receipt of the complaint and apologized for any poor
experience they encountered. Optimum spoke to the customer and advised that the
management teams in all departments involved in the poor service she received
have been notified, and all interactions are being reviewed so any areas of
opportunity can be handled internally. The customer has our direct contact
information should any further assistance be required.

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Altice USA is NOT a BBB Accredited Business.