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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

Find a Location

Altice USA has 495 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Altice USA

      1 Ct Square W Long Island City, NY 11101

    • Altice USA

      200 Jericho Quadrangle Jericho, NY 11753

    • Altice USA

      275 Centennial Avenue Piscataway, NJ 08855

    • Altice USA

      100 Hamilton Plaza Paterson, NJ 07501

    • Optimum

      28 Cross St Ste 1 Norwalk, CT 06851

    Customer Complaints Summary

    • 5,879 total complaints in the last 3 years.
    • 1,734 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.

    Sort by

    Complaint status

    Complaint type

    • 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.
      I have had a lot of problems with my internet service with suddenlink/altice. Advised me they can’t come fix the issue I need to drive to my local store switch things out and hook them up myself. Also was advised if they didn’t fix the issue I could go back to the local store and switch equipment again. I work from home and my speeds are causing long call times which in turn is going to cost me my job. I will add suddenlink was at my home two weeks ago to fix the issue and brought me faulty equipment which they are now saying they won’t come out and fix.

      Business Response

      Date: 08/28/2022

      In response to the complaint, Optimum contacted the customer on August
      19, 2022, to acknowledge receipt of the complaint and apologize for any poor
      experience they encountered. The customer stated the
      issue was resolved. We informed the customer the technician could not be sent
      at that time because there was an outage in the area. In addition, there was a
      delay affecting the provisioning of the equipment. On August 21, 2022, a
      service visit was completed. The technician replaced the equipment and splitter
      outlet.

    • Initial Complaint

      Date:08/17/2022

      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.
      Trying to contact a live person for 3 days. Finally got someone and I thought the issue was resolved but I still shave mo internet from my 5g

      Business Response

      Date: 08/29/2022

      In response to the complaint, Optimum contacted the customer on August 18, 2022, to
      acknowledge receipt of the complaint and apologize for any poor experience they
      encountered. We were unable to reach the customer. We attempted to contact the customer
      on August 28, 2022, and August 29, 2022, but have not heard back.
      We sent an email to the contact information on file after each attempt

      Customer Answer

      Date: 08/30/2022

      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 called back and left a voice mail. They only seem to be available when I’m at work where I’m not able to use the phone. If they need to know I was told from customer service to exchange the main box, I left work early and went to Optimum office. I was turned away and told that that they did not carry that box and would need a tech to come out. So I left work early for no reason. Basically did not have internet for 4 days now and tv for 2. The next day the tech came and replaced the box. Everything seemed fine but a few days later The cable box in my other room was not working . I called again and they resolved the problem over the phone. All together I was without service for 6 days. Considering that I’m paying close to 300.00 a month They need to provide better customer service. It’s a shame i pay so much per month and still have to pay for the complete month and only have service for 3 weeks. Look at the attached picture. That’s how long I was on hold and now one picked up. I finally hung up and went to sleep. FYI. I have another picture showing that when I called earlier the amount of time I was on the phone and finally hung up. Everytime I called the system left me on holes for over an hour with no pick up. And yes I did call this person back and got her voicemail, during the time she said she was available and yesterday I recieved an email from her that she was trying to reach me, but again When I’m at work I cannot recieve calls. 


       


       


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




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









       

      Business Response

      Date: 09/04/2022

      In response to the complaint, Optimum contacted the customer on August
      31, 2022, to acknowledge receipt of the complaint and apologize for any poor
      experience they encountered. The customer states the issue was resolved and wants
      a service credit and a new promotion to help reduce the monthly rate. A service
      credit and new promotion were applied to the account

    • Initial Complaint

      Date:08/17/2022

      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.
      Refund of 967.12 from cable bill for over bill ing account number ****************

      Business Response

      Date: 08/17/2022

      In response to the
      complaint, Optimum spoke to the customer on August 17, 2022, and explained that
      he is making partial payments, in doing so the customer is subject to service
      disruption adding reconnection fees to the bill. The customer has Optimum's
      contact information if he needs further assistance in the future.

    • Initial Complaint

      Date:08/17/2022

      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.
      Optimum (Altice) does not provide the consistent high speed internet they promise. We have had service representatives waste days of our time and lost working time due to internet outages or slow speeds. They always note that something is wrong when we call them for service, but have not done anything that fixed it. The last service rep we got out here (when he showed up at 9pm after wasting our whole day waiting for him) just told us that Optimum's modem is trash and that we should buy one.

      Business Response

      Date: 08/18/2022

      In response to the
      complaint, Optimum spoke with the customer on August 18, 2022, to acknowledge
      receipt of the complaint and apologize for their poor experience. Optimum offered
      to send a service technician to the home for free, and the customer refused to
      have a technician go to the house. The customer stated that Optimum had service
      technicians repairing the outside lines on August 17, 2022, and her services
      are now working correctly. 

    • Initial Complaint

      Date:08/16/2022

      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 have had no internet service for almost 4 weeks. They sent a technician out and I was told it was a problem with the cable that runs from the street to my house. They will come in 1 to 2 days. So I called to confirm this the next day and was told it would actually be 1 to 2 weeks! Finally got called last Monday, was given a window of "within the next 4 days" Nothing on Tues Wed or Thu. Friday comes, we call, are assured today is the day! "By 8 o'clock the latest." It's the following Tuesday now. Have heard nothing!!

      Business Response

      Date: 08/29/2022

      In response to the complaint, Optimum spoke with the customer on August 17, 2022, to acknowledge receipt of the complaint and apologized for the poor experience he encountered. On August 228, 2022, outside equipment was shown to have been replaced. After remote testing, the customer has been up for five days with the proper internet speeds. Optimum’s attempts to reach the customer were unsuccessful; however, emails and voicemails were sent. The customer has our direct contact information should any further assistance be required.

    • Initial Complaint

      Date:08/16/2022

      Type:Billing 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 have switched to optimum as my internet provider in February this year (Optimum account # ****************). At the time of installation I asked to use my own modem which they did. I found this
      modem in a garbage can. It is old, 10 years old ***** modem that appeared to be in a working condition. I wanted to use my own modem to avoid monthly rent fees for Optimum provided new modem. However, Optimum started charging the rental fee for my own modem. When contacted, they told me that at some point the modem was used in the past by some Optimum customer and listed as Optimum property. After a few months being charged for old outdated modem, I switched to another provider. At the time of disconnect I was told that Optimum wants this modem, and I told them they can have it, since they did not send or provided this modem to me, they have to pick it up. Apparently the message did not get through. No attempt was made to pick up the modem except the offer of a mailing label that I cannot accept since cannot go to the post office due to my condition. Instead of arranging a pickup, they charged my credit card $100. Since they did not provide this modem, did not ship or bring it to me, it is their responsibility to arrange the pickup if they want it. This is a shame and disgrace. People should know how this company conducts the business and I will make sure this happens.

      Business Response

      Date: 08/23/2022

      In response to the complaint, Optimum spoke to the customer
      on 8/17/22 to acknowledge receipt of the complaint and apologize for their
      experience. The customer advised that they wanted to return the equipment that
      they were charged for. Optimum spoke to the customer on 8/17/22 and after a
      review and our findings, we determined that the customer was charged for 1
      modem that wasn’t returned. We have scheduled a technician visit to retrieve
      the modem and credited the customer $100.00. The customer has our direct
      contact information should they require further assistance.

    • Initial Complaint

      Date:08/15/2022

      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.
      Called Optimum "Altice" on 8/15/22 regarding downgrading my TV package in which I am currently paying Approx $104.50/month (this excludes internet costing $64.49/month). My monthly total bill for services through Altice are $223/ month. This includes all taxes, fees and "Credits. Attempt #1-3:58 pm (1 Min)-requesting the TV package downgrade from the "Select" package to "core" Was placed on hold immediately and given the option for a call back which I selected. Call back-4:00 pm (10 mins)- answered call. The male employee could not understand my account # which was stated 3 times. After being placed on hold again the employee returned requesting the account #. There was distracting background noise from the caller. It sounded as if they were at a casino. I was placed on hold again, when the employee returned the background noise continued so I was forced to terminate the call. Attempt #3-4:21 pm (1 min)- Automated menu failed to acknowledge any of my inputs (voice and manually entered account #). Call terminated. Attempt #4-4:23 pm (19 mins)- Successfully navigated automated operator menu. Female employee answered and made the requested changes from "select TV" package to "core" while still maintaining the "sports" package for additional $10/month. Confirmed change and savings for $20/month. Returned home at approx. 6:15 pm- Noticed the channels listed in "sports" package no longer available on my TV. Attempt #5-6:21 pm ( 1 min 17 sec)- Automated menu failed to acknowledge any of my inputs (voice and manually entered account #). Call terminated again. Attempt #6-6:23 pm(20 mins)- Successfully navigated Automated operator menu. Male employee claims that the "Sports" package does not include the channels I had lost. Stated I needed to get "select" TV package which I had previously removed. Changes made. Received confirmation email of changes which included an unauthorized "Home Protection & Support" for $10/month. No resolution reached, bill increase $10/month.....

      Business Response

      Date: 08/22/2022

      In response to the
      complaint, Optimum made two attempts to contact the customer to acknowledge
      receipt of the complaint and apologize for their poor experience. One attempt
      was on August 16th, 2022, and the other on August 22nd,
      2022. In review of the account, it was discovered that the customer was offered
      a promotion that went into effect on August 16th, 2022. The customer
      was advised via email to allow a new billing cycle to generate to see all
      promotional credits. The customer was provided with our direct contact
      information should further assistance be required.

    • Initial Complaint

      Date:08/15/2022

      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.
      I canceled my optimum mobile phone service the day I got the Sim card in the mail because our phone was not compatible with their service or Sim. Someone at Optimum did not put it in their notes to cancel my service. It has taken 2 weeks and 14 different customer service reps to finally get it canceled and I have never used or set up service and they are charging me for a month's service. No one at the Optimum Mobile Service will help me. I spoke to a lady by the name of ****** and she said that she does not have a supervisor I can talk to. I asked her who signs or checks or is the an area or regional office that I can speak to because of their mistake. She finally gave me a number to Optimum headquarters. I have spend 2 hours on the phone and have had their representatives argue and be rude with me. I need my money back that was charged when they were supposed to cancel it on day 1. They are saying that I didn't have the pin number to my account on day 3 but I canceled it on day 1. Now it has taken me 14 different representatives to finally get it canceled and no one wants to refund me. I never had service and it was canceled at the end of July.

      Business Response

      Date: 08/24/2022

      In response to the complaint, Optimum contacted the customer on August
      16, 2022, to acknowledge receipt of the complaint and apologize for any poor
      experience they encountered. On August 23, 2022, we contacted the customer and
      informed them a refund was issued to the original payment used. The customer
      stated they no longer had that bank card. The customer will need to contact the
      card issuer as the payment will most likely be sitting as a credit. The card
      issuer will then send a check to the customer.

    • Initial Complaint

      Date:08/15/2022

      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.
      i discountined my service on June 6. I returned all equipment to their offices and called to cancel as instructed. In june they took out another payment. They owe me #329.86 I have called numerous times and keep getting the run around about when I will receive my funds. Today (August 15) I called and talked to several individuals - one tells me that they sent me 316.96 directly to my bank account / a different caller told me that it had been mailed to me on 08/03. I have not received the funds and no one will assist in returning my funds. They charged me a rental fee for an item i returned and that is the differennt

      Business Response

      Date: 08/29/2022

      In response to the
      complaint, Optimum spoke with the customer on August 16th, 2022, to
      acknowledge receipt of the complaint, and to apologize for the poor experience
      encountered. Upon further investigation into the concerns presented, the customer
      confirmed that she received the refund amount via mail but disputed the amount
      she received. The account was reviewed, and it was verified that the amount of $316.96
      received was correct. This was the final amount due to the customer after her
      effective stop bill date of June 11th, 2022. The customer was
      provided with our direct contact information should further assistance be
      required.

      Customer Answer

      Date: 08/29/2022

      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 did not agree with the amount  they charged me $11.50 charge for a timeframe after I had returned all the equipment   When I tried to explain I did not agree with their assessment.  While in the call he kept talking over me and when I asked him to listen instead of just talking. I was hung up on  when I called back I was told I would receive a callback in under 20 minutes   I have yet to receive a return call  


       The statement I received showed charges from 6/12-8/11   I returned all the equipment on 6/6.


       


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




      Sincerely,



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









       

      Business Response

      Date: 09/08/2022

      In
      the rebuttal, the customer disputes the amount of $316.96 she received as she
      believes she is owed $11.50 more. The amount was re-calculated, and it was
      found that the amount of $316.96 is confirmed as accurate, with her stop bill
      date of June 11th, 2022. Optimum confirmed that the customer
      received her refund in the mail. The customer was provided with our direct
      contact information should further assistance be required.

      Customer Answer

      Date: 09/08/2022

      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:


       

       The bill they provided stated the charge was for dates after end of service.  They never provided a corrected statement.  They removed the funds from my bank account afte the end of service because they have terrible customer service  







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









       

    • Initial Complaint

      Date:08/14/2022

      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.
      I hired Optimum for a mobile phone service. They had terrible service..no one could hear me on my phone..kept dropping call, breaking up call etc. I called to cancel service about a week after I started it since I had my new Iphone13 pro examined thoroughly by ***** diagnostics and they said my carrier was the problem. I wanted to change to * ******. When I called Optimum they said I had to wait 60 days to cancel their service and added charges on to my credit card..They still have NOT discontinued my service no matter what I do or who I speak with. I later found out that they have a horrible reputation and very low reviews. The only reason I hired them in the first place is because the Senior facility where I live (***** *******) uses them for internet and cable. My complain is I need them to drop my service so I can be free to hire *******. Please help me to resolve this situation. Thank you very much.

      Business Response

      Date: 08/25/2022

      In response to the complaint, Optimum spoke with the customer on August 15, 2022 to acknowledge receipt of the complaint and apologized for any poor experience they encountered.

      On August 24, 2022, the customer was informed that they had to wait 60 days after having their mobile device paid off, as indicated in Optimum Mobiles terms of service. The customer's understanding was confirmed that the expected date for her device to be able to be unlocked is September 19, 2022. 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, not satisfied! 

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



       

    Altice USA is NOT a BBB Accredited Business.

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