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

  1111 Stewart Avenue Bethpage, NY 11714-3533

• 

  Altice USA

  6 Executive Boulevard Yonkers, NY 10701

• 

  Altice USA

  40 Potash Road Oakland, NJ 07436

• 

  Altice USA

  685 Broadway Bayonne, NJ 07002

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:08/13/2022

  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.

  Received a notice that I had requested to have my service disconnected, when in fact I had made no such request. Account *****************. Service address **** ********* *** ******* ******** *** *****. Wasted a lot of time trying to get to a real human on their voice response unit, without success. Email said my requested disconnect was to be on Sept 3rd. All invoices are paid cuurent.

  Business Response

  Date: 08/23/2022

  
  
  

  In
  response to the complaint, Optimum attempted to speak with the customer on August
  15, 2022, to acknowledge receipt of the complaint and apologize for the poor
  experience they encountered. Optimum restarted the customer’s services on
  August 18, 2022. 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.

  Customer Answer

  Date: 08/24/2022

  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:
  

  
  

  [My television was disconnected as o 8/20 despite Optimum's claim to the contrary, and I had to spend extensive time talking to their billing & tech support to get it reconnected.  The disconnect order was still on record.  I have zero confidence in Optimum's statements.  Also, there have been no emails, and I received one voicemail on 8/23.]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/10/2022

  
  
  

  In the complaint, the customer states that he is unable to
  register or log in to the account to view or pay invoices.

  
  
  

  In response to the complaint, Optimum attempted to contact
  the customer on 9/30/2022 to acknowledge receipt of the complaint, but we were
  not successful. On 10/7/2022 the customer requested correspondence via email. Our
  engineering team confirmed they were still working on transferring the ID to
  the account with an updated account number. On 10/10/2022 a new Optimum ID was
  created as a workaround so the customer could access the account via ***************. Our direct contact information
  was provided should further assistance be required.

  Customer Answer

  Date: 10/13/2022

  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:
  

  
  

  [This issue took >2 months to resolve, service issues arising constantly, my having to pursue issue upon issue, ask questions 3-5 times, it's been an on-going nightmare.  And after all that, they pat themselves on their back that they fixed the latest iteration in their list of screw ups.  Am looking at competing options, including a fiber provider who recently came to my neighborhood.]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved so I cancelled my service with optimum / Altice Cable. I paid all my bills and have been a loyal customer for over 20 years. I recently received a invoice for a piece of out dated equipment, called a tuning adapter which I had returned back to their store in ********************** over 10 years ago.I received an invoice for $280.00 for the return of that tuning adapter. I called various phone numbers as well as their automated computer system, and their messaging system. None of which will allow me to speak to a live representative. No matter how hard I try I could not get to speak to a person. Thank you I then mailed and messaged them. Please see attachments. I have had issues with them in the past that were black and white, which they were unable to resolve through normal channels as well. This appears to be the same case.

  Business Response

  Date: 08/18/2022

  In response to the complaint, Optimum followed up with the customer on August 17^th,2022, to acknowledge receipt of the complaint and to apologize for any poor experience. On August 18^th,2022, Optimum spoke with the customer to advise that, upon further research,the charges associated with the unreturned equipment have been removed. The customer was advised to allow ***** hours for the credit to be reflected on her Optimum account and was given our direct contact information should further assistance be required.

  Customer Answer

  Date: 08/19/2022

  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. I would encourage Optimum to provide access to customer service rep after ending service.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Sales and Advertising 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 received a bill from Optimum (***************). Since I don't recall any business with them, I reached out to them asking for an explanation about my bill. According to the bill I received (my first bill), I had a previous balance of $138.33 that was paid (I don't know how they got a payment from me) and my "new charges" are $100. I chatted within Saren S via the chat on the website and asked several times: 1. what I was billed for last month, 2. what I'm being billed for now and 3. what is the product/service that I'm being billed for. ***** didn't answer any of my questions, All he/she said was my "account is disconnected".

  Business Response

  Date: 08/25/2022

  In response to the complaint, Optimum attempted to speak with the customer on August 15, 2022, to acknowledge receipt of the complaint and apologize for the poor experience they encountered. Optimums attempts to reach the customer were unsuccessful; however, voicemails and emails were sent providing our direct contact information. We remain available should any further assistance be required.

• Initial Complaint

  Date:08/12/2022

  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.

  I ordered 1 gig internet to replace the slower internet service I was then receiving. My bill increased to reflect the change, adding another $10 a month. During the last 8 months I have not received 1 gig service. The internet lagged and remained slow. After calling Optimum to address the issue, they demanded I pay $80 for a tech to come to the home to check for an external signal leak; I did not agree to pay for damage to neighborhood area wiring. The technician came to my residence and tested the system. Per the tech, the speed I am getting which is 250mbps is the best it can be due to external interference by other neighbors using their internet as well as ******* Fios fiber lines. He stated there was nothing more he could do and this is the best it will be.I contacted Optimum 8/8/22 and was told I cannot be credited because there was no resolution date for the issue. I called on 8/11/22 to cancel my service, and was told that I would be passed to billing to proceed with my credit. I spoke with *************************, who told me my account cannot be credited because it was closed. I spoke with the person who terminated the service, on the same call, and was told I would be transferred over, not to call for a credit prior to terminating my service. The representative refused to move forward with any request, despite my statement that I would contact the BBB for the second time to address their billing practices. I am seeking a full refund for the 1 gig service, and only be charged for the 300mbps service, as this was or would be the maximum I was able to receive in my area.

  Business Response

  Date: 08/29/2022

  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. Optimum reviewed the customers account and determined that there was no report of slow speed issues noted on the account until the customer requested a service visit on August 8, 2022. When Optimum spoke to the customer, they had already requested to disconnect their service on August 12, 2022. As a courtesy for the poor service, Optimum issued a credit of $28.41 on August 29, 2022, applied to the final bill cycle. Optimum attempted to speak to the customer on August 29, 2022, but was unable to reach them; however, a voicemail and email were sent providing our direct contact information. We remain available should any further assistance be required.

  Customer Answer

  Date: 09/01/2022

  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 contacted Optimum previously regarding the slow internet and lag. Each time I called they suggested I upgrade my package so I continue to do this believing that I was receiving this service. The issue did not resolve which required me to upgrade to another modem and when the tech came to check the modem, which was not faulty, it was reading 26Mbps. The Technician said that I am not able to get more than 300 because of my location and because ******* is taking up all the lines and data, which is ludicrous. 
  I am requesting that I be refunded all the money since Ive upgraded from the 300 gig Internet speed that I was never getting.

  This is the second time Ive had to call the Better Business Bureau in order to rectify issues with the companys handling of their customer accounts. Their unwillingness to correct their own issues, lack of informed customer service agents and technicians makes it difficult to work with Optimum to resolve problems. 
  

  I have been a customer since ****, and have had nothing but negative interactions. 

   

   

   

   

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

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

  Business Response

  Date: 09/09/2022

  In response to the rebuttal, Optimum attempted to speak with the customer on September 1, 2022, but could not reach her; however, a voicemail and emails were sent. Optimum spoke to the customer on September 9, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered. The customer was advised that our original response to the complaint still applies and that no further credit will be issued to the account. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:08/12/2022

  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.

  Hello, On August 11th 2022, I received a call from this company, letting me know that a technician was out and ready to connect my internet. I explained to him that l have no idea what he was talking about, as we have had Spectrum as an internet provider for the last few years. I called the customer support line and was stone-walled, as this company refused to remove my phone number from the account. They claimed that they could "just not remove the number at this time" and failed to provide clarification on why. I then asked to speak with a supervisor and was told that no supervisor was on staff currently and that l could not receive a call-back from the supervisor because I do not have an active account with them. The agent then proceeded to tell me that the only way l could solve the issue was by visiting the nearest store. Which is halfway across my state of ********. The address that the tech was trying to set up was located in **************. As I told them that this was fraudulent activity and they still refused to assist me in any other way than "putting a note in the account".

  Business Response

  Date: 08/29/2022

  In response to the complaint, Optimum attempted to reach the customer on August 29, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. Upon review, the customers phone number was linked to an account in a different state. Optimum has removed the customers phone number. 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.

  Customer Answer

  Date: 08/29/2022

  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:08/11/2022

  Type:Billing 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 cancelled my service with Optimum on May 23rd. I had previously tried to cancel the month prior but was informed that I would be charged the duration of the 30 days and I had already paid. So I was stuck with them for another month. When I go to cancel on the 22nd which is the last day of my service, I discover that I literally could not cancel my service on that day because it fell on a Sunday and their cancellation department as well as the physical store is closed on Sunday. So I do the only thing I can and cancel the day after. I explain everything to the clerk at the store as well as over the phone when I cancel my service. I'm assured it should be adjusted once they receive confirmation of the equipment drop off. Low and behold next month I receive a bill for another 30 days of service. I give the billing dept a call and I am told that the bill is automatically generated and to disregard it. So I do. Now in August I receive a letter from a collection agency demanding payment or they will do harmful things to my credit report. They offer no formal way to dispute the bill and threaten to proceed with a post on my credit report by the end of the day if I do not pay immediately. When I call Optimum the automated system is designed that if you follow the prompts with your information it literally will prevent you from speaking to a representative. I need to withhold account information to circumvent the automated system to speak with someone who also claim there is no way to dispute the charge and its now in the hands of the collection agency and it is no longer their problem. I ask how to file a written complaint and how to dispute the charge and I am advised to go to the physical store. I go same day and the store tells me they don't deal with billing disputes and gives me the number to the retention department. The retention department sends me back to billing and I have come full circle. Policy states I can cancel up to the last day of service. That is a lie.

  Business Response

  Date: 08/23/2022

  In the complaint, the customer was concerned he was
  charged another month of service because he could not cancel service on May 22,
  2022; the retention department was closed, so he disconnected on May 23, 2021.  In response to the complaint, Optimum spoke
  to the customer on August 12, 2022, to acknowledge receipt of his complaint and
  apologize for the poor customer experience. 
  On August 23, 2022, Optimum credited the customer's account $123.27 and
  cleared the customer's balance.  The
  customer has our contact information should any further assistance be needed.

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. However as of today, the collection agency still has a balance on the account. Upon calling altice, they confirmed the balance has been credited and it will take up to 7 days for the collection agency to be updated. Earlier in the week my brother was receiving a call from the collection agency. I called them when I originally received the letter and they threatened to post it to my credit report by the end of the business day if payment was not received. All I could do was do as instructed on the letter and write an e-mail to them to dispute it submitted prior to September 10th, 2022 with the information of the altice agent and hope for the best.

  Until the collection agency shows they no longer have a balance due, I wouldn't considered this resolved yet.
  
  
  
  Sincerely,
  
  
  **** ****
  
   
  
  
  
   
  
  

  
  

• Initial Complaint

  Date:08/11/2022

  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 received a call from an ALTICE collections agency. I stopped my service in 2021 and recently saw a collections claim with ZERO correspondence from ALTICE since my move. I tried to call their billing department and was told they cannot work on settling the matter. They have destroyed my credit report, have sent me zero bills and the company provides no settlement options. I’d like my negative reports removed and a competent billing associate to explain what is happening. If they charged for service repairs: those were never done or completed so I ended up having to climb my roof and DIY. They are wringing folks out to dry.
  
  Prior address
  ** ******* ** *** * ******** ** ***** 
  PHONE
  ###-###-####
  
  PRIOR ACCOUNT: **************

  Business Response

  Date: 08/19/2022

  In response to the
  complaint, Optimum initially contacted the customer on August 12^th,
  2022, to acknowledge receipt and to apologize for the poor experience
  encountered. The balances owed on the disconnected account were accurate, but
  the customer is disputing the amount due to stated service issues and wants to
  negotiate the service balance owed. The customer was advised that her balance
  has been referred to a collection agency for handling and was provided with the
  contact number for the Agency to possibly make a payment arrangement. The
  customer advised that she is still in possession of the Optimum equipment as of
  August 18^th, 2022. The customer was provided with instructions for
  the return of the equipment. The customer was provided with our direct contact
  number should further assistance be required.

• Initial Complaint

  Date:08/11/2022

  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.

  Follow up to complaint ********* Suddenlink will not respond to additional correspondence in regards to the additional credits that were promised during the issue. The retention department on the phone stated at mimimum 3 months and up to 6 months. They would not credit the bill until service was restored. I have tried reaching to out the Executive Escalations representative that handled the account and he will not respond.
  
  Additionally Suddenlink stated on the previous complaint that I the customer was not responding. This is a lie. I was in contact with them shortly after each and every contact they made to me.

  Business Response

  Date: 08/23/2022

  In
  response to the complaint, Optimum attempted to speak with the customer on August
  12, 2022, to acknowledge receipt of the complaint and apologize for the poor
  experience they encountered. All customer calls with Optimum during the service
  interruption were reviewed. Optimum found that the customer was offered an
  additional two months of credit to cover his statements from August and
  September. Optimum issued a credit of $97.76 on August 23, 2022. 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.

  Customer Answer

  Date: 08/25/2022

  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]

  
  

   

  Suddenlink is not crediting me for the full amount.  My bill is 63.94 per month.  Suddenlink credited 97.76.  Suddenlink is saying that due to their retention department lowering my bill per month I am not due what was originally promised.  This new rate did not go into effect until just a week or so ago when I called in to cancel due to not getting the credit originally.  I stated to *** *** that it has been verified via phone recordings that I was to get additional credit.  This credit was promised when my bill was at the higher rate.  Customer expectation is that the business honor the full amount as promised based on the prior rate.  

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 09/02/2022

  In
  response to the complaint, Optimum spoke with the customer on August 26, 2022
  to acknowledge receipt of the complaint and apologize for their poor experience.
  Optimum informed the customer that he was promised a credit for the monthly
  service for August and September. Optimum has provided the customer credit for
  those months. Optimum cannot issue credit that exceeds the total monthly
  charges. We remain available should any further assistance be required.

• Initial Complaint

  Date:08/10/2022

  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.

  On 6/19 evening my husband went to watch tv and only about 8 stations total were working. Not even *************** like Channel 4, 7, 11 etc. He called Optimum that night spoke to a female rep who spent over an hour on the phone trying to trouble shoot the problem with no resolution. She put in a ticket to have a service tech come on Tues 6/21. Our window was 10am- 8pm. No one showed for the appointment after being home all day waiting. We then called again had another service call scheduled from 2-5pm on 7/6, no one showed, called upset again and was given another service appointment for 10am- 8pm again. Called Optimum several times that day to confirm someone was coming as I took another day off from work. ******** said no way to check status of service tech but assured us someone was coming. No one showed again. Then my husband called and got a time slot on 5-8pm. We again waited and kept calling up until 7:50pm to confirm the appointment. Again no one came. I was charged full rates when we had no TV service as far as I'm concerned, internet that kept recycling, and if anyone called our house they said the line was static and it was hard to hear us. We knew there had to be an issue with the line and just needed a rep. *** whatever rep they assigned claims they called the house phone and I didn't answer. Yet they texted my cell # all day as well as, called my cell to confirm my appointment. So why would I cancel an appointment I sat home waiting for? I can excuse 1 time maybe even 2 times. *** 4 times was a waste of my time and energy with the rep putting in that I canceled my appointment. I have made numerous called to Optimum and each rep apologizes gives me the run around and promises to look into it and call me back and never does. I have been a customer for over 20 years. This is fraud charging people for services they didn't receive not to mention the time I lost from work and my life in general waiting in total for 26 hours for a service tech.

  Business Response

  Date: 08/27/2022

  In response to the complaint, Optimum spoke with the customer on August 27, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. In speaking with the customer, an adjustment of $80.00 was applied for an invalid services call fee from July 10, 2022. In addition, a credit of $149.22 was applied for intermittent services reported between June 19- July 19, 2022. The customer was advised that a prepaid debit card will be provided to the address on file for the amount of $229.22 for the credited balances. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:08/10/2022

  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.

  We have had trouble with our internet for years. A couple of years ago a technician they sent told us we were having trouble with the underground line and it would need to be replaced. Nothing ever happened and on future calls we were given different answers and various equipment has been switched out. On June 30, during another of many technician visits, the technician again told us our underground line needed to be repaired and was putting in an SRO. I continued to call Suddenlink to inform them we did not have internet service. I was told by the call center the SRO had been cancelled. They did not know why, the reason had been left blank in their system. They said I would have to have another technician out. We did. This happend on July 30, 2022. He said the same thing. We need the line repaired/replaced. Finally, on August 4, a crew came out and replaced the line leading to our house. Eureka!! We had our service returned. During the course of all this, when asked about a credit for lack of service the call center recommended we wait until the service was restored to request the credit so we would be sure to receive the entire amount due. Today, August 10, 2022, the call center is telling me even if we had 30 minutes of service during a day, we are not owed a credit and they would not be offering anything for this long outage. When I protested, the call center offered me $10.00. This is unacceptable. I often work from home. I can not complete my job tasks without internet. I pay over $100 per month for this service and have not received it, nor have I been able to work from home. During this time I have had internet for very short and unpredictable periods. This company has been paid for services I have not received.

  Business Response

  Date: 08/18/2022

  In response to the complaint, Optimum spoke with the
  customer on August 11, 2022, to acknowledge receipt of the complaint and
  apologize for their poor experience.

  
  
  

  A service visit was completed on July 30, 2022, where
  the technician replaced the underground cable drop to resolve the problem. On
  August 18, 2022, Optimum followed up with the customer, who confirmed that all
  services were working properly. A $41.25 credit was applied to their account
  for the verified service interruption from June 28, 2022, to July 30,
  2022.  The customer has our direct
  contact information should any further assistance be required.