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

  6 Corporate Center Drive Melville, NY 11747

• 

  Altice USA

  40 Potash Road Oakland, NJ 07436

• 

  Altice USA

  685 Broadway Bayonne, NJ 07002

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

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:09/14/2022

  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.

  My account service was disconnected due to non payment but when I called the rep to close my account the rep told me it was already disconnected and I could return equipment in person. I could not close my account. I then received a bill for service Sept-October of 2022. I do not currently have service and I cannot close my account so why are the charges still accruing!!

  Business Response

  Date: 09/27/2022

  In the complaint, the customer was concerned
  she could not close her Optimum account because it was on non-pay suspension
  status.

  
  
  

   In response to the complaint, Optimum spoke
  to the customer on September 15, 2022, to acknowledge receipt of her complaint.   On
  September 27, 2022, Optimum talked to the customer and advised her service is
  now disconnected, and she has a remaining balance of $177.08, which includes an
  unreturned modem equipment fee of $115.00 a $20.99 credit we issued for late
  payment fees.  Once the mode is returned,
  she will have a remaining balance of $62.08 for the past due amount that was
  not paid when the service was active.  The
  customer has our contact information should any further assistance be required.

  
  
  

   

• Initial Complaint

  Date:09/14/2022

  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.

  Back in April I had a roommate paying the internet bill and find out he was using accts that didn't have enough and his acct. So internet was turned off. So I called and paid it with 2 credit card and rep said it was aproved.approved. So they allowed me to do a new promotion, when my autopsy came out my acct the bill plus $125 came out which I told them that was wrong because I already paid the whole bill out. But they told me my card was denied which was not from where I faxed them my acct and showed it cleared out my bank to them. My bank ***** ***** also investigated it and also said I was right. So I told optimum to take me off autopay and we and the customer rep tried it together and it wouldn't do it and she said being that it's changing from suddenlink to optimimum we were unable to do it. And she told ne to block the auto by my bank. I listened to the rep and now they are telling me I have alot of return fees which I did what their rep told me to do. So now my bill is 470 included the 125 they are still trying to charge me what I paid. I talked to customer care and explained everything and tried to make a agreement to pay the full amount on Oct. 6 and they agreed. They next day optimim cut my service off again after having the agreement the previous day. So I will not pay the 125 or return fees that was charged to me because they did not stand to their word.

  Business Response

  Date: 09/29/2022

  In response to the complaint, Optimum spoke with the customer on September 15, 2022, to acknowledge receipt of the complaint and apologize for any poor experience encountered. According to our investigation and as the customer admitted in the complaint, multiple payments made to the account were later returned for various reasons. After reviewing the billing history on the account, our team followed up with the customer on September 28, 2022, and explained what transpired and that no billing errors on Optimum’s side were found. Optimum explained the current balance due is $94.39, so long as the three latest payments that we received on 9/14/22 are not returned, too. As a courtesy, we have applied a one-time $50.00 credit to the account. The customer has our contact information and we remain available if needed.

• Initial Complaint

  Date:09/14/2022

  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.

  Sudden Link sold me internet, was supposed to install it today, and never showed up.

  Business Response

  Date: 09/16/2022

  In response to the complaint, Optimum spoke to the customer on September 14, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. After speaking with the customer, they confirmed all services were installed and working. 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.

• Initial Complaint

  Date:09/13/2022

  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.

  To Whom It May Concern:
  
  On June 9, 2022 I established an account with Optimum for Wifi service. I called and spoke to a sales rep. I was told the package that I selected would cost $44.98 per month and that there would be a $59 installation charge. I paid $103.98 on my debit card and made an appointment for installation. I do not remember being told that this was a promotion rate or that if I established the account online there would be no installation charge. My current charge for the package that I selected is $89.99 as the promotion has ended.
  
  On 7/19/22 I was told by a service rep that the notice I saw on the Optimum website concerning free installation when establishing an account online was not for the Affordable Connectivity Program, for which I had applied, but rather for establishing a regular account online rather than over the phone. I was not told this when I called in June.
  
  What I would like to know is why I was not told in June by the sales rep that I could establish my account online without an installation fee.
  
  On 9/13 I called Optimum customer service and the service rep verified that accounts established online are free of an installation fee.
  
  If there is anything that I was told in June and am not remembering I believe that this was deceptive and I should receive a credit of $59 for the installation. Of course I do not have a recording of the June conversation.

  Business Response

  Date: 09/14/2022

  In response to the complaint, Optimum contacted the customer on September
  14, 2022, to acknowledge receipt of the complaint and apologize for any poor
  experience they encountered. The customer stated they were unaware the
  installation fee was waived when placing the order online. We informed the
  customer that speaking with a representative ensures they are getting the best
  package deal tailored to what they need. The representative advises of the installation
  fee before the order is submitted. The customer has a chance to dispute the installation
  fee at that time. In addition, the customer stated they applied for the ACP
  credit and have not heard back from Optimum. We advised that the ACP credit is
  limited to one monthly service discount. It appears the customer is using the
  credit with his phone through Lifeline. The ACP is an FCC benefit program that
  helps ensure that households can afford the broadband they need for work,
  school, healthcare, and more. If the customer chooses to, they can have the
  credit transferred to Optimum.

  Customer Answer

  Date: 09/15/2022

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

  
  

  [Your
  Thank you for the time that you spent with me in our
  conversation yesterday. I appreciate the information that you gave me. You were
  helpful in providing a better understanding of my Optimum account.
  You did read some information from I believe the FCC website
  which seemed to indicate that an individual cannot concurrently participate in
  the Lifeline Program and the Affordable Connectivity Program.
  I disagree.
  Public Law 116-260-Dec. 27, 2020
  Consolidated Appropriations Act 2021
  Established the Emergency Broadband Benefit. This was
  replaced by the Affordable Connectivity Program in Public Law 117-58-Nov 15
  2021, Division F Title I page 754. Infrastructure Investment and Jobs Act. The
  EBB specifically states in Division N section 904, Benefit for Broadband
  Services During Emergency Period Related to Covid 19, page 955 that
  “(e) RULE OF CONSTRUCTION.—Nothing in this section shall
  affect the collection, distribution, or administration of the Lifeline
  Assistance Program governed by the rules set forth in subpart E of part 54 of
  title 47, Code of Federal Regulations (or any successor regulation).”
  *********************************************************************************************
  The Lifeline Assistance Program started in 1985.
  Of course Lifeline and ACP are two separate government
  programs and as Public Law 116 relates and so then too Public Law 117 does not affect
  the Lifeline Assistance Program.
  An individual can participate in the Lifeline Program and the
  Affordable Connectivity Program.
  Thank you once again.
  Regards
  
   Here]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 09/23/2022

  In response to the complaint, Optimum contacted the customer on September
  15, 2022, to acknowledge receipt of the complaint and apologize for any poor
  experience they encountered. The customer states they can receive
  both the Lifeline and ACP credit at the same time. According to the Affordable
  Connectivity Program, only one monthly service discount is allowed per
  household. Consumers need to enroll in the ACP with a participating provider
  that offers connected devices to receive the connected device discount. Not all
  internet companies offer device discounts. The ACP is a U.S government program
  run by the Federal Communications Committee to help low-income households pay
  for internet service.

  
  
  

   

  Customer Answer

  Date: 09/23/2022

  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:
  

  
  

  It is true that Optimum replied to my complaint of September
  15, 2022 with an apology concerning my poor experience of service. My complaint
  was not about receiving Lifeline and Affordable Connectivity Program benefits,
  as one might assume by reading the company’s reply.  This is a separate issue on which the
  responding company representative volunteered an offer of help.
  My complaint concerned a rather nontransparent business
  practice to which I objected. I fully do not expect a satisfactory resolution
  to that issue as the practice is not illegal and the only remedy barring
  legislation to regulate business practices is for a customer is to become a far
  more savvy and awake consumer.
  It is not true as Optimum seems to be asserting that an
  individual cannot receive benefits, concurrently, under the Lifeline Program
  and the Affordable Connectivity Program. What is true is that an individual
  cannot receive, concurrently, more than one benefit from the Lifeline Program.
  It is true that an individual cannot receive, concurrently, more than one benefit
  from the Affordable Connectivity Program. The two are not mutually exclusive. The
  two are separate programs established decades apart. One in 1985 the other most
  recently renewed ad expanded in 2021.
  Perhaps in this case and on this issue the customer and
  company are speaking to a question and not understanding the point.
  This, however, is irrelevant to my complaint.
  
   

  
  

   

  
  

   

  
  

   

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

• Initial Complaint

  Date:09/13/2022

  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 went online to order basic cable &basic internet.Webpage indicated free installation.
  The company had me prepay $154.98-{paid 2 weeks prior to installation date}-allegedly for one month's basic tv /internet service plus addtnl dates usage-as it was to start mid billing cycle. On 8/28/22, a tech came out, spent 2hours unsuccessfully getting me neither internet nor cable.He called provisioning who said I had to wait up to 40 hours for it to work. 40 hours later still no service.Next day tech came to pole{never came inside house} told me try in 20 minutes and left. 20 minutes later still no service at all. I called customer service, explained very clearly my working hours & the fact that I didnt have any phone to be contacted at the property I just moved into. No cell phone. The phone number I was forced to provide was my work phone which I clearly said was only answerable 9-5 Mon- Fri. Repeated requests for service were met with incredible incompetence! Notes clearly told tech time to come was after my work day , & TO NOT call JUST COME. On Sep 3, they made me wait from 10AM-8PM.No one showed at all.Their excuse was he called at 4PM no one answered,so no one came.(They ended up billing me $80 for a missed appt. A week later still no service.On 9/10 before tech was due, they had the nerve to send me a bill for ridiculous amounts including $70 installation, $80.00 missed appt fee, another $24.19 fee for partial month service, $19.98 for protection& support {which I never agreed to}+ the regular monthly charges for basic tv/internet for $74.99 for 09/08-10/07. All this billing & invalid charges on top of prepaid $154. yet still I had no service at all when I got this bill that's due 9/22. Theyve since added another $80.00 missed tech fee (again they didnt follow instructions-cust rep clearly noted about timeframe -he came while I was at work).Demanding all this money-refusing to refund most invalid fees.They only finally got service working 3PM on 9/10! RIDICULOUS!

  Business Response

  Date: 09/15/2022

   

  
  

  The customer stated she was told she would not get charged for installation and was without service for two days; she was also charged for prorate bill and did not have service yet.
  

  In response to the complaint, Optimum attempted to contact the customer on September 14, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.  On September 15, 2022, the customer account was credited $70.00 for the install fee, $24.19 for the proration month payment, $4.20 for the time without service, and $19.98 for the protection and support plan she did not request.  The customer has our direct contact information should any further assistance be required.

  
  

• Initial Complaint

  Date:09/13/2022

  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 got my cable installed on the 10th of September 2022. It has not work since the install. Called cable and another tech came out said it was not the equipment. So they searched more and found out that it was an error within the technology. Fine but it's been 4 days since been fixed still. Plus they willnt issue a credit for the days it's hasn't been working

  Business Response

  Date: 09/16/2022

  In response to the complaint, Optimum spoke with the customer on September 14th, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. The customer stated that the service was not working since the installation on September 10th, 2022. Optimum had determined the account was labeled for the wrong area and the account had to be corrected. After correcting the location of the account all of the service was restored. When correcting the accounts, a credit was generated, which will be moved to the new account. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:09/12/2022

  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.

  On July 8, 2022 I was presented with an upgrade offer while logged into my Optimum Mobile account. The offer was to switch from my current data plan (1GB) to a new plan of 3GB. Since I was logged into my account it listed my current plan as being $24 a month for the 1GB plan and offered the 3GB at a price of $22 a month. I accepted the change and was immediately charged a one-time fee of $8 for the plan change which I do not dispute. However, when my next full billing cycle processed, I was surprised to see my bill had gone from it's previous monthly charge of $38.21 to $46.27. I had expected my bill to decrease by $2 a month and instead it increased over $8. I reached out to Optimum customer service on August 30th and while they were not able to immediately resolve my issue they did open a ticket number ****************) and said someone would follow up with me. I still have received no follow up communication. Today I called Optimum customer service to investigate the problem and spent 31 minutes having my bill explained to me and was told repeatedly that I cannot switch plans and pay less. The customer service representative was advised that I had provided proof of the offer to the previous person I spoke with on August 30th and I offered to provide them the same proof. They did not ask for that documentation. I have attached that screenshot to this compliant. The representative I spoke with today said that they amount I was showed in my account reflected the price after discount, which if that is the case then they have been deceptive in their practices by showing me the full account price for my current plan and showing the discounted price for the new one in an effort to mislead me into thinking I was saving money. However, the price listed for my current plan of $24 isn't accurate. I was presented with an option that implied I would save $2 a month and instead my bill was increased $8 a month.

  Business Response

  Date: 09/15/2022

  The customer stated he switched from 1GB to 3GB on his Optimum mobile and was supposed to pay $2.00 more when he received his bill, was billed $8.00 more.
  

  In response to the complaint, Optimum attempted to contact the customer on September 13, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. Optimum attempted to contact the customer on September 14, 2022, and September 15, 2022. The customer is paying $22.00 for the 3GB plan with a discount, $20.50 for the device, and taxes. The billing is correct.   The customer has our direct contact information should any further assistance be required.

  
  

  Customer Answer

  Date: 09/16/2022

  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 offer I received while logged into my account used deceptive marketing to get me to switch my plan. I’ll outline my concerns for you.
  
  
  On July 8, 2022 I logged into my Optimum Mobile account and was presented with an offer to change my mobile plan. My current plan at the time was the 1GB plan. My monthly bill at the time was $29.00 for the plan, $20.25 for equipment charges, -$15 for promotions and discounts, and $3.96 for taxes and fee. My overall monthly bill was $38.21
  
  
  The offer that was presented to me displayed my current plan as 1GB ($24/mo.) and offered to let me change my plan to 3GB ($22/mo.). This offer presented me with an option to change my plan and receive more data while implying that my bill would decrease by $2 a month. (See attachment for a screen capture of this offer in my account).
  
  
  I understand that you are saying that I am paying $22 a month for my new 3GB plan after my discount is applied. My new bill after switching my plan is $37 for the plan, $20.25 for equipment, -$15 for promotions, and $4.02 for taxes and fees. My new monthly bill is now $46.27.
  
  
  The offer that was presented was deceptive. It led me to believe that I could lower my bill and raise my data while in fact it raised my bill. If the 3GB plan I was being offered was showing the after discount price then my current plan should have been doing the same. In fact, the current plan pricing isn’t even accurate in the offer because my 1GB was $29 a month before my discount. In order for this to have been a fair and honest offer the 1GB should have been listed at $29 (or $14 if using after discount price) and the 3GB should have been listed at $37 (or $22 if using the after discount price).
  
  
  I am disputing how I was lured into changing my plan with a false advertisement. I think we can agree that at a minimum I was given incorrect data seeing as how the price shown for the current plan in the attachment isn’t accurate for full price or discount price.

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

  Customer Answer

  Date: 09/24/2022

  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 business has NOT resolved the issue. Whether it has been through chat, phone call, or email; the business routinely responds by explaining my bill and justifying the current monthly charges. At no time have they addressed the concern regarding the deceptive marketing that led me to change my plan in the first place. In my previous response I outlined how the business used misleading and false information to present me with an offer that seemed better than the plan I was currently enrolled in.

  The business has attempted to contact me via phone several times as they noted in their response. However, they are only available during normal business hours so I am unable to speak with them due to being at my place of employee during their available hours. I did respond to an email they sent me but I did not get a response from them.

  At this point, I would like the business to do the following to resolve this issue: 1) Move my plan back to the 1GB option since it is cheaper than my current plan (This should be done without the $8 fee for plan changes) 2) Refund the $8 fee that I was changed when I switched my plan from 1GB to 3GB. 3) Refund the difference I've paid between the two plans for the months in which my bill was higher 4) Address the deceptive marketing strategy they are using on their website to prevent others from being misled. 

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

  Business Response

  Date: 10/05/2022

  The customer stated he wants his plan to move back to the 1G option since it is cheaper than the current plan.

  
  

  In response to the complaint, Optimum attempted to contact the customer on September 27, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.   On September 28, 2022, September 30, 2022, October 3, 2022, October 4, 2022, and October 5, 2022, Optimum contacted the customer but was unsuccessful.  To change the plan, the customer must sign into his online account portal ********************************** to process the plan downgrade for the line.  After signing in, the customer can make the change from the My Lines-My Plan section.    The downgrade will take effect at the start of the following bill cycle.  A credit of $24.00 was added to his fixed account for the two months he had the new mobile service plan and the $8.00 fee to change the plan.   Optimum’s attempts to reach the customer were unsuccessful; however, voicemails and emails were sent providing our direct contact information

• Initial Complaint

  Date:09/12/2022

  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.

  Customer service requests more money for services that are clearly listed on their website. When we and CS finally come to an agreement to pay the actual amount(not the extra $50 they pitched), the bill reflects that they charged us the extra amount. Called back again and was assured that they charge was taken off of my bill. It again is still being charged. Terrible customer service that lies to customers and charges fraudulent amounts on bills.

  Business Response

  Date: 09/27/2022

  In the complaint, the customer was concerned Optimum charged $60.00 for the NFL Redzone when he was told it was $5.00 extra per month as part of the Sports Plus package.  

  
  

  In response to the complaint, Optimum spoke to the customer on September 13, 2022, to acknowledge receipt of his complaint and apologize for the poor experience.

  On September 12, Optimum removed the NFL RedZone and added the Sports Plus package that contains the NFL RedZone channel.  On August 31, 2022, a $40.00 credit was added to the customer's account for the prorated charges added by the NFL RedZone.  The customer has our contact information should any further assistance be required.

  
  

• Initial Complaint

  Date:09/12/2022

  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 canceled my service and even though I am not receiving service they want to charge me for the month. They told me that because of the way their billing cycle works I would have to pay for the service even though I am not receiving it. How can this be legal? The customer service representative I spoke to on the phone told me himself that this is not right for me to be charged for a service that I am not receiving and then someone in the billing department said that "Sorry, you will have to pay for it even though you are not receiving services."

  Business Response

  Date: 09/14/2022

   

  
  

  The customer stated that he canceled his service, and Optimum wanted to charge him until the end of the billing cycle.
  

  In response to the complaint, Optimum attempted to contact the customer on September 13, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.  Optimum spoke to the customer on September 14, 2022, and explained that disconnects are completed at the end of the billing cycle per our voluntary disconnect policy.  Optimum does not prorate the bill.  The customer can continue to use the service until the end of the billing cycle.   The customer has our direct contact information should any further assistance be required.

  
  

• Initial Complaint

  Date:09/12/2022

  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.

  Internet and TV services are inconsistent. Frequently , numerous channels have loss of signal issues. These connection issues have been present for several months and no attempt has been made to rectify problem despite multiple complaints by multiple subscribers. Specifically SuddenLink in the Ruston Area should be required to fix the issue or leave the Ruston Area to another agency more concerned with providing a quality product.

  Business Response

  Date: 09/15/2022

  In response to the complaint, Optimum attempted to reach out to the customer on September 13th, 2022 and on September 15th, 2022 to acknowledge receipt of the complaint and apologized for any poor experience they encountered but were unsuccessful. Unfortunately, we were not able to locate the customer’s active 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.