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Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

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

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    Customer Complaints Summary

    • 5,879 total complaints in the last 3 years.
    • 1,733 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ***************** 
      The internet has not been working properly for past 6 months.
      The technician came over to see and the suggested solution was to repair cable line outside of home.
      He couldn't repair it since he didn't bring the proper tools.
      He made some temporary repairs but it has not been good enough as the wi-fi is very spotty. He knew this would happen unless they repair the outside cable
      I have asked optimum to send technician again with equipment.
      Optimum is insisting to charge $80 for every visit when this issue is clearly on them.
      I wish I can't change the provider but can't since there is no other provider in my area.

      Business Response

      Date: 09/07/2022

      In the complaint, the customer was concerned that his internet service had not been working correctly for six months.  In response to the complaint, Optimum attempted to speak to the customer on August 24, 2022, to acknowledge receipt of his complaint and apologize for the intermittent service issues.  Still, Optimum was unable to reach the customer.  On August 25, 2022, ******************** created a ticket to check for impairments that would cause the customers service issues.  The impairments were found on August 26, 2022,and an underground cable needs to be replaced. Optimum is currently working internally to access the property through HOA.  Once Optimum has gained access to the property, Optimum will pull permits, and construction can begin to replace the underground cable line.  The customer has our contact information should any further assistance be needed.

      Customer Answer

      Date: 11/04/2022

      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:

      There was a response from the business representative who acknowledged the issue.

      He promised that there will be repair work done and everything will be taken care of.

      But, it still has not been resolved and the representative is simply ignoring multiple emails.

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




       

      Business Response

      Date: 12/17/2022

      In response to the complaint, Optimum spoke with the customer on December 6th, 2022, to acknowledge receipt of the complaint. On December 7th, 2022, our field service team confirmed that the issue was not appearing on the customers service line and recommended a service visit. On December 13th, 2022, the customer reported experiencing service issues. A service visit was scheduled and completed, and the technician recommended returning to the customers home to finish repairs. On December 15th, 2022, ************** returned to the customers home and made necessary inside repairs. He escalated his network impairment findings to our outside maintenance team, which made network repairs on December 17th,2022. The customer verified that all services were working again, and credit for the reported loss of service was applied to their account. The customer has our direct contact information should any further assistance be required.

      Customer Answer

      Date: 12/20/2022

      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:

       

       Optimum offered the following:

      You verified that all services were working again, and a credit of $131.44 was applied for the reported loss of service from 08/24/22-12/17/22. You will see this credit on your following statement.

       But, this is not adequate offer as I have responded: 

      Hi *******,


      There is no way what you offered, roughly $30 for five months, is enough for 11 months of inadequate service, bad enough for entire family to rely on 5g network through ********.

      Please tell your billing team about this and make a new offer for the settlement.

       

      In short, they only offered to return the credit for five months despite not providing proper service for 11 months.

      Not only that, they are offering less than $30 for each month when I was paying optimum for $67.99 per each month.

      Thus, I have rejected optimum's offer.

      Thank you


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




       

    • Initial Complaint

      Date:08/22/2022

      Type:Product Issues
      Status:
      Answered
      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 signing up for service, I was promised a $200 gift card after 3 months. After 9 months, I had not received the gift card, so I called to inquire about. They said they had no record that I was owed a gift card. I told them I had an email from them saying that I was eligible for the gift card and I would be happy to forward it to them. They said that is not possible. I asked if I could print it out and mail it to them. They said that is not possible either. I asked what recourse I have, and they told me I did not because their system said I was not owed a gift card. I asked to speak to a supervisor and he told me the same thing.

      Business Response

      Date: 09/01/2022

      In the complaint, the customer was concerned he had
      not received his Optimum gift card.  In response
      to the complaint, Optimum attempted to speak to the customer on August 23,
      2022, to acknowledge receipt of his complaint and apologize for the gift card
      he had not received but was unsuccessful. 
      On September 1, 2022,  Optimum approved
      a new gift card for the customer.  The
      gift card will be shipped in seven to 10 business days.    The
      customer has our contact information should any further assistance be needed.

    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased Optimum internet last November, they advertised a $300 gift card for all new customers, which I was. I never received the gift card. I called multiple times and they told me it was on its way but they never sent it. I've now had service for 8+ months and never received it.

      Additionally, there were many service issues with my internet which resulted in lengthy interruptions to service. They sent out technicians a handful of times, maybe 3, and each time found a new issue with how the previous Optimum technician had installed the service. When I complained to customer support about their faulty services resulting in dropped calls, they offered me $30 off 3 months of service but never applied that. I would like a retroactive credit of $90 for the compensatory discount they promised but never gave me.

      Business Response

      Date: 08/26/2022

      The customer stated Optimum
      offered a #300.00 gift card for all new customers, but she never received her
      gift card. 



       



      In response to the complaint,
      Optimum spoke to the customer on August 23, 202,2, to acknowledge receipt of
      the complaint and apologized for the poor experience they encountered.   After researching the account, the
      fulfillment has been notified to have a gift card sent to the customer at the
      billing address listed on the account. 
      The customer must allow 3-5 business days to deliver the gift card.



       



       

      Customer Answer

      Date: 08/26/2022

      Better Business Bureau:



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


      [Your Answer Here]


       


      While they addressed one part of my complaint (never receiving the gift card), they didn't address the other, which is the $90 credit I was promised for months of dealing with a faulty installation that caused hours of dropped service. Over several months of me calling Optimum to report these issues, they routinely told me they had fixed it by "sending signals" to my router, and then when I said it still wasn't fixed, forcing me to rent their modem instead of using the one I had bought. When I still experienced dropped service, they finally sent out a technician on 3 separate occasions who found that there had been installation mistakes, from using the wrong cord to using a rusty cable to giving me a modem/router with a broken connection. I would like the $90 credit, as well as a partial credit for the modem I was forced into using and paying for because Optimum made the wrong diagnosis of the issues (the problem was with the installation, not my self-provided modem and router). These service technicians told me they were documenting these issues in their reports, so you can look it up to verify the 9 months of ongoing problems.


       


       


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




      Sincerely,



      ****** ************
       







       

      Business Response

      Date: 08/31/2022

       


      The customer stated she was charged a $90.00 service visit fee that never happened; she also said Optimum told her that it was her modem that was causing the issues, but when using Optimum modem, she was still having the same issues.

      In response to the complaint, Optimum attempted to contact the customer on August 29, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.  Optimum attempted to contact the customer on August 30, 2022, and August 31, 2022 but was unsuccessful.  A credit of $90.00 was issued to the account for the canceled service visit fee.  In addition, a credit of $60.00 was applied for the modem rental fee for the six months the customer had our modem.  The customer has our direct contact information should any further assistance be required.


    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Wednesday August 17, 2022 Optimum was scheduled to upgrade our internet to Fiber optic. Upon tech arrival we were advised he could not complete a 4 hour job by himself and would have to reschedule. On Thursday August 18th service was disconnected. Upon calling Optimum we were advised that our service was shut off at pole in error, and somehow our account was deleted in error. We have been Optimum customers over 15 years. After being transferred several times, we were advised that the next available apt would be Monday August 22nd. We advised Optimum that this was unacceptable as it was thier error, also advised Optimum that I was a remote health care worker and with out service this was impeding patient care. They advised that because coaxel was disconnected, it was illegal for them to reconnect coaxel and we would have to wait for fiber optic . On Monday August 22nd at 11am upon tech arrival we were advised that their was a system outage and they could not connect us. Again we stressed the importance of me working remotely and not being able to provide services for my patients.

      Business Response

      Date: 08/25/2022

      In response to the complaint, Optimum spoke with the customer on August 25, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Optimum found that the customer was disconnected because ******************** was installing fiber in his area. Optimum has not established the fiber connection for the customer. The customer requested ******************** to cancel the installation because the customer has decided to get services with another provider. Optimum placed a credit on account of $132.24 for the remaining billing period. The customer has ********************* contact information if he needs further assistance in the future. 

    • Initial Complaint

      Date:08/22/2022

      Type:Product Issues
      Status:
      Resolved
      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 Internet is the only server available where I live. The service has gotten worse since I signed up. Upload speed is only 21. Buffering all of the time. I have contacted them three times and they say they have outages in my area. But they won't provide information about when the outage will be fixed. I have three phone numbers for the company. I have called all three and there has either been no answer or a disconnect. I would like to know if they are going out of business or if things could possibly get better.

      Business Response

      Date: 08/25/2022

       

      In response to the complaint, Optimum spoke with the customer on August 23, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. In speaking with the customer, the difference between upload and download speeds was explained. The customer's upload speeds exceeded the subscribed Mbps. On August 24, 2022, the services call was canceled as the customer reported that download speeds were within range and services were working. The customer has our direct contact information should any further assistance be required. 

      Customer Answer

      Date: 08/26/2022

      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:08/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 altice yesterday 8/19/2022 at about 7:55-8:15pm. I spoke to someone by the name of *****. After talking to ***** he decided that he would transfer me over to billing because according to him he was in sales and could not help me. ***** transferred me to billing because he knew the department was closed so I decided to call back and actually ended up speaking to the same rep *****. I immediately asked for a supervisor, ***** refused to get a supervisor for me even after I asked him multiple times. He continued to laugh and talk over me. He said “we don’t have any supervisors here” he then disconnected the call with me for no reason at all. I never cursed at him or came out of character with him, I simply asked for a supervisor. I would like for the quality department to pull this phone call and hear the poor customer service and complete disregard I was treated with.

      Business Response

      Date: 09/03/2022

      In response to the complaint, Optimum attempted to reach the customer on August 22, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Optimum has advised the customer that 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:08/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 86 Years old and Optimum Southampton installed service at my home on August 18, 2022. I was supposed to get TV, Phone and Internet Service. Today I have no service and my phone and my First Alert Emergency is NOT working. It is not right to leave an elderly person alone with no phone. Also the Alarm on my house is connected to the phone. No one has called me about repair so I don’t even know if it will be repaired. My son has called several times and they put him on hold for 45 minutes, in total he has spent several hours on the phone with Optimum without any success and still I have no phone.

      Business Response

      Date: 08/24/2022

      In
      response to the complaint, Optimum attempted to speak with the customer on August
      22, 2022, to acknowledge receipt of the complaint and apologize for their poor
      experience. Optimum contacted the customer on August 24, 2022, advising that
      her phone service is now working. We remain available should any further
      assistance be required.

    • Initial Complaint

      Date:08/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 cable tv service has not been working for almost 4 weeks. The service gets repaired and the Cable works 1 to 2 days and goes out again. Today on August 19,2022 a technician came out and he did not speak a word of English he did absolutely nothing to resolve the issue he spent a total of 5 minutes here. He then google translated on his phone to me he was leaving he did not know what was wrong. This is unacceptable to send me a technician that can not communicate with the client, then for him to get frustrated and leave because he don’t know how to fix the issue. The technicians are not properly trained and I have to suffer the consequences. I took off from work today for absolutely nothing, I am now left with no working cable again! I need this problem to be resolved ASAP, I pay cable $250.a month to be treated like a fool. I call the customer service number and get nowhere either!

      Business Response

      Date: 08/26/2022

      The customer stated he was without cable for four weeks, then it started working and went out after two days; a technician went to the home but did not fix the problem.

      In response to the complaint, Optimum spoke to the customer on August 22, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.  Optimum attempted to contact the customer on August 26, 2022, but was unsuccessful.   A service visit was scheduled for August 23, 2022, however it was canceled due to the services working.  The reason the cable was not working was due to an outage in the area. A credit was issued for $74.00 for the time without services.  The customer has our direct contact information should any further assistance.

      Customer Answer

      Date: 08/27/2022

      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:08/18/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 internet service has not worked for 38 days straight. My internet was finally restored today August 18 2022. This entire billing cycle I have not had internet. I spoke to customer service a week ago about my bill and was told I can't get a credit until my service is restored. Today my service is back up so I call to get the credit to my account. All they can credit me is $34.00 dollars of the $87.43 bill. The entire billing cycle they are charging me for I have not had internet but yet they are still charging me over $50.00 when I had no internet service what so ever. So it's like I go to the grocery store give them money but not recieve any groceries. This company has pretty much scammed me and couldnt even provide me with service for over a month but yet want me to pay them for something I didn't receive. Something really needs to be done about this company. They are scamming people out of their hard earned money and not even doing what they are suppose to.

      Business Response

      Date: 08/26/2022

      The customer stated he was without internet for 30 days and was only given a credit of $34.48.


      In response to the complaint attempted to contact the customer on August 19, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered.  On August 26, 2022, Optimum spoke to the customer to inform him that an additional credit of $41.01 was applied to the account for the days without service.  The customer has our direct contact information should any further assistance be required.

    • Initial Complaint

      Date:08/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 waiting for cable/internet install for 7 weeks. Initially the tech had come and said he couldn't do it because I don't have an aerial line. It is under ground. He said he would put the request in. I saw the old coax cable and said I'll just take the coax in the meantime but he insisted that they were upgrading the area to fiber. The request was put in. **** marked the area where the underground conduit is two days after. I was told 10 business days from the request. Those days passed. I called optimum. They escalated the matter. Than I was told it was 10-14 business days from **** marking the line. two more weeks passed. I called again and the supervisor at the time told me it was just pending. Finally a crew arrived 7 weeks later and couldn't run the fiber line because the driveway boring was NEVER DONE; which was the entire point of the special request order initially to begin with. I called them back and they said they are working on it and would call me back. Everytime I have been told they would call me back they do not. More weeks pass and there is no resolution in site or a timeline.

      Business Response

      Date: 08/30/2022

      The customer stated she had been waiting for seven weeks to
      get installed.



      In response to the complaint, Optimum attempted to contact
      the customer on August 19, 2022, to acknowledge receipt of the complaint and
      apologize for their poor experience.  The
      installation will be completed on Thursday, September 1, 2022.  The customer has our direct contact
      information should any further assistance be required.

    Altice USA is NOT a BBB Accredited Business.

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