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

  200 Jericho Quadrangle Jericho, NY 11753

• 

  Altice USA

  2909 Washington Rd Parlin, NJ 08859

• 

  Suddenlink Communications/Altice USA

  1001 Cooktown Rd Ruston, LA 71270-3113

• 

  Suddenlink Communications/Altice USA

  321 Texas St Natchitoches, LA 71457-4743

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:09/12/2022

  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.

  Starting about 5 weeks ago out internet started acting crazy and stopped working. We called and they scheduled a technician then called and told us the prob was resolved to cancel our appointment because if the technician came out and there was nothing wrong we would be charged $60 fee so we cancelled the technician. The next day It continues and we were having to unplug 10-12 times a day to restart it. We called back they scheduled a technician then called and said it was resolved and gave us the same threat as before. We keep the appointment they came and said something was wrong with the pole outside it would take 48 hrs to fix it we said okay no problem and since my husband works from home they said they would put it as top priority we said thank you. A week later it got no better so we called and they argued with us telling us that it was working properly it just loses connection so we told them that means it isn’t working properly if we are losing connection 10-12 times a day. So we were told to wait 1-2 more Meeks we said we can’t do that. They credited our account 10 dollars 1.5 weeks later we call back the issue is still not resolved they send another technician after trying to get us to cancel and he did something with the wiring and it is still not acting correctly. We called again this week and they told us to switch out the router for the 2nd time so we did that and it didn’t work. I called again and they basically said oh well you just have to wait and didn’t care they credited out account before that call because I threw a fit and reimbursed one months bill but my husband can’t work and we are paying for something that doesn’t work and no one cares. I have asked 3 different times to speak with a manager and they refuse to let me speak with anyone and I have been told all 3 times they would call me back! We need better internet and someone to care.

  Business Response

  Date: 09/26/2022

  In response to the complaint,
  Optimum spoke with the customer on September 13, 2022, to acknowledge receipt
  of the complaint and apologize for the poor experience they encountered. A
  service visit was completed on September 21, 2022, where the technician replaced
  the outlet to resolve the problem. On September 23,2022, Optimum followed up
  with the customer, who confirmed all services are working correctly. A $31.17
  credit was applied for the verified service interruption and this adjustment
  will be reflected on the next bill. The customer has our direct contact
  information should any further assistance be required.

• Initial Complaint

  Date:09/12/2022

  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.

  Long story short, I returned the cable box and I am still being billed for cable service.

  Business Response

  Date: 09/12/2022

  In response to
  the complaint, Optimum spoke
  with the customer on September 12, 2022, to acknowledge receipt of the
  complaint and apologize for any poor experience. We show that the cable should
  have been removed on August 31, 2022. We removed the cable, lowered the bill to
  $44.99 plus taxes and fees, and backdated it to August 31, 2022. Optimum has
  provided the customer with our contact information should further assistance be
  required.

• Initial Complaint

  Date:09/10/2022

  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.

  The internet connection has been diagnosed as a problem with the line at the street. It has been approximately a month since diagnosis without repair. I have called in numerous times without avail.

  Business Response

  Date: 09/26/2022

  In response to the complaint, Optimum attempted to speak with the
  customer on September 12, 2022, to acknowledge receipt of the complaint and
  apologized for any poor experience they encountered but was unable to reach
  them; however, a voicemail and email were sent. A service visit was completed
  on September 14, 2022, which was completed by the technician referring the
  issue to our outside engineering team to completed repairs needed on the
  outside lines. The outside engineering team noted these repairs would be
  completed on September 27, 2022. Optimum spoke to the customer on September 26,
  2022, to advise them of the repair completion status and advised the customer
  we will follow up on September 27, 2022, to ensure the service is working. The
  customer has our direct contact information should any further assistance be
  required.  

• Initial Complaint

  Date:09/10/2022

  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.

  Today alone my internet service has dropped connection 13 times. I know this to be true because Ive been home all day watching football. I called this company 3 times today and each time the individual I spoke to I couldnt understand and when I asked to speak to someone I could understand two of the times my call suddenly disconnected and the other time all they told me to do was to unplug it and plug it back in to which I told them Ive already done that a dozen times but they told me to do it anyways. Furthermore in the last 3-6 months Ive had a tech in my home 10+ times and they cant seem to solve my issue and several times they didnt even know what to do. If you cant fix it tell me and Ill switch providers. I dont want my bill lowered Im fine with the monthly price. When it works it works great but its become intermittent again and I know I wont get a credit for it. I dont want someone just telling me ohh its working fine or someone to just swap my equipment..I want it fixed and fixed properly or I will return the equipment immediately. Im assuming the service issues Im filing this complaint about can be seen on the providers end and they can also see how many times Ive had a technician out in the last few months. This is ridiculous. Please optimum fix it this time.

  Business Response

  Date: 09/23/2022

  In response to the complaint, Optimum made 2 attempts to contact the customer on September 12^th, 2022, and September 23^rd,2022. The customer was advised, via email to continue to monitor his services should further issues arise. At the time of our correspondence, his services appear to be functioning as they should. The customer was provided with our direct contact information should further assistance be required.

• Initial Complaint

  Date:09/10/2022

  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 an Optimum (Altice One) subscriber, but in the past year the internet has been very bad and not meeting the speeds it is supposed to. I have the 1 Gig internet plan, but nearly half of the time the internet is significantly lower than it should be. We have contacted Optimum many times but they have never fixed this problem. Optimum is not providing the service they are promising to customers. The WiFi is unusable because it is constantly dropping in speed.

  Business Response

  Date: 09/17/2022

  
  

  In response to the complaint, Optimum spoke with the customer on September 12, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. During a network review, an escalation was submitted to the Optimum engineering team for review. On September 16, 2022, Optimum advised the customer that no service impairments had been found. The customer reported an improvement in services and advised she would call for support if issues further required escalation. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:09/10/2022

  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 have been a customer for many years. They have been increasing the monthly charges for internet and tv services without notifying me.

  Business Response

  Date: 09/13/2022

   

  The customer stated he had been a customer with Optimum for many years, and Optimum has been increasing his monthly charge without notifying him. 
  

  In response to the complaint, Optimum attempted to contact the customer on September 12, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.   The customer received an increase to his bill on August 12, 2022, as a promotion on their account expired.  They were notified in last month’s bill.  To help reduce their monthly rate, the customer accepted a new 12-month promotion for $144.49 plus taxes.  We remain available should any further assistance be required.

  
  

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 called Alitice/Optimum/Suddenlink about my internet service being out on August 24, 2022 and was told that someone would be here on 9/5/2022 to repair my service and that they would be here between 11Am and 2Pm. When they didnt show I called again at 3 pm and was told that they would definitely be here by 5 pm. They didnt show so I used their text option and was told that they would be here on 9/6/2022. Since they still didnt show I called and talked to a supervisor and he told me that the servicemen were running behind but would be here soon. A man named **** called and said he would be here by 5 and we assured him that we would definitely be here. I called again today, 9/8/2022 and am now being told that repair would be here on 9/13/2022 and not before. I asked what happened to the Tuesday appointment and he said that it had been rescheduled and when I asked by who he could say who. I told him that it wasnt me but his LYING serviceman. I am stating in the strongest terms possible that this company is absolutely horrible and has done nothing but lie to me about coming and in fact I was told that if they found no problem I would be charged an $80.00 fee. I told the man, do you think that I would be calling if I DIDNT have a problem. They take my payment auto debit from my checking account monthly and I have never ONCE been late with a payment. I dont know what if any recourse that I have but would appreciate your help in this matter. The account is listed under *** and ***************************** and my New Optimum account number is, ***************. That was given to me during one of our many conversations. If you need anything from me to help resolve my problem please do not hesitate to contact me at ************ or by email at ********************** Thank you, *****************************

  Customer Answer

  Date: 09/09/2022

  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:09/08/2022

  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 closed my account and returned the equipment, but was still charged for services I never had.

  Business Response

  Date: 09/21/2022

  In the complaint, the customer was concerned that he closed
  his Optimum account, and returned his equipment, but was still responsible to
  pay for the service through the end of his billing cycle.   In response
  to the complaint, Optimum spoke to the customer on September 9, 2022, to
  acknowledge receipt of his complaint.  On
  September 15, 2022, Optimum issued a credit of $130.65 for the remaining
  balance on his last bill.  On September
  21, 2022, Optimum processed the refund for $130.65 and advised the customer he
  would receive the refund in the mail in 3 weeks.  The customer has our contact information
  should any further assistance be required.

• Initial Complaint

  Date:09/08/2022

  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 am here to file a complaint against this company for charging me to come at my door get their equipment boxes and receivers no longer a customer anymore I switch service because they was double charging me on my bill every month and it's not true about saving money with them i been a good customer they should not treat people this way those don't have much I want them to come my door free of charge get the boxes

  Business Response

  Date: 09/19/2022

  In
  response to the complaint, Optimum attempted to speak with the customer on September
  9, 2022, to acknowledge receipt of the complaint and apologize for their poor
  experience.  Optimum is not seeing that
  the customer’s account was charged a fee to pick up the equipment.  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:09/07/2022

  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 contacted Suddenlink several times and each time was told different information. I moved from Stonegate Apts. the last day in April , 2022. I was unable to find another place for my family & I until Labor Day weekend. We have been staying at my parents house. At first I was told they would suspend my service, then another said to disconnect it. Keeping the equipment to use when I found my next place to live. I have been receiving bills for service since I’ve left. As I stated I’ve called Suddenlink several times& was told different things each time. They say I have a past due bill of $590.22. I shouldn’t have to pay this since I was not using the service, & was told otherwise. My mother contacted Suddenlink today ( 9-7-22 ). She was told at first my bill was needing to be paid. After arguing about non use of the service , she said if she returned the equipment she would only have to pay one time charge of $ 228.00. She said Suddenlink rents all the equipment; so now she needs to pay for the equipment charge. I do not feel I should pay for anything since this is not what I was told. All I would like is to start new service just as I had before in my new residence. I have no means of paying for something I didn’t even use.

  Business Response

  Date: 09/21/2022

  In response to the complaint, Optimum spoke with the customer on September
  9, 2022, to acknowledge receipt of the complaint and apologized for any poor
  experience they encountered. Optimum reviewed the customer’s phone call made to
  Optimum’s retention department and confirmed that the customer did request to
  disconnect service on May 3, 2022. Optimum issued a credit of $102.90 on
  September 21, 2022, for the balance of the service charges. Optimum will also
  credit the unreturned equipment charges once the equipment is returned. Optimum
  attempted to speak to the customer on September 21, 2022, to advise of the
  above but was unable the reach them; however, a voicemail and email were sent.
  The customer has our direct contact information should any further assistance
  be required.