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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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Altice USA has 495 locations, listed below.

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    Customer Complaints Summary

    • 5,879 total complaints in the last 3 years.
    • 1,735 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:08/10/2022

      Type:Order 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.
      Over a long period of time, at various times, I have experienced packet loss, latency and slower than expected upstream & downstream speeds.

      Despite repeated & numerous visits by field technicians, the difficulties I described have continued.

      This is true, as well, despite my having filed complaints at the Federal Trade Commission's website and despite my having filed complaints at the FCC's website.

      As well, Altice provides no alternative, in terms of obtaining an all fiber optics connection, even when the customer is willing to pay an additional amount for such a service.

      Business Response

      Date: 08/11/2022

      In response to the complaint, Optimum attempted to speak with the customer on August 10, 2022, to acknowledge receipt of his complaint and apologize for the poor experience he encountered. On August 10, 2022, Optimum also contacted the customer via email with no response. Optimum has recently done a diagnostic test on the customer's services and requested we need to schedule a services technician for the home. Optimum attempts to reach the customer to acknowledge receipt of the complaint and apologize for the poor experience he encountered were unsuccessful. The customer was provided with our direct contact information should further assistance be required.

    • Initial Complaint

      Date:08/09/2022

      Type:Sales and Advertising 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 recently got a call if I wanted to extend to another year with the same savings and price I was already paying. Even though the savings did not end until 10/15/2022 so I said yes. The representative on the line assured me the price and savings would be the same. Long and behold she ended up lying to me the savings were not the same and the price sky rocketed. I suggest anyone who has or is planning to get Altice or ******* DO NOT. Stick to ******* thank god ******* is welcoming me back with a $500 bonus and price lock on the savings for two years which is way less then *******.

      Business Response

      Date: 08/10/2022

      In response to the complaint, ******* spoke with the
      customer on August 10th, 2022. The customer received a new promotion
      on her account which is valid until August 15th, 2023. The customer
      advised that all is well with her current pricing. She was provided with our
      direct contact information should any further assistance be required.

      Customer Answer

      Date: 08/10/2022

      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:08/09/2022

      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 7/28/22, I overpaid optimum for services in the amount of $449.68 account #*****************. The post date as per my MCU account was 8/1/22 with transaction ID *******. I contacted optimum to request a refund. I spoke to the rep who reportedly completed the paperwork to have the money refunded within 3-4 days. I contacted optimum again on 8/8/22 after money was still not in my account. I spoke to another rep who informed me that my claim will be escalated and refunded will be in my account within 24 hours. She guaranteed she's see to it. I contacted optimum again today 8/9/22 as money was still not in account. Spoke to another rep who basically told me to dispute claim with my bank, that he's completing another paperwork which should take an additional week. Naturally, I was upset. I am a single mother with very limited income and has additional bills to pay. I followed the process and trusted the agency. I went on their social media pages (Instagram and Facebook) air my complaint. A rep reached out to me via Direct Message however, the issue is still unresolved.

      Business Response

      Date: 08/16/2022

      In
      response to the complaint, Optimum attempted to speak with the customer on
      August 10, 2022, to acknowledge receipt of the complaint and apologize for the
      poor experience she encountered. Optimum located the misapplied payment the
      customer made on the automated system. Optimum agreed to refund the total
      amount of $449.68. Optimum advised the customer she could expect to see the
      money back on her account within 3-5 business days. 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:08/09/2022

      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 moved out of my apartment and canceled my Optimum internet service by returning the router/modem equipment on 7/25/22. The week before that I called to confirm the exact steps I needed to take to cancel, and was assured that the day I returned the equipment would be the day that my final bill was prorated to. The in-person service agent who accepted the equipment said the same thing. However, I was still charged $29.42 (more than half my monthly bill) for the period ending 8/22/22. Service agents on chat and phone gave conflicting accounts as to why (alternately saying I was being charged for the period 7/23-8/2, 8/2-8/22, or 7/23-8/22). All of these explanations mean I was charged for days I wasn't using the service -- in direct contradiction of what I was told before and during my cancelation. Those agents refused to issue a refund.

      In addition, I chatted with an agent near the end of my 6-month HBO MAX trial in February 2022, to remove that service from my account (there was no option to do so on my own, so I had to speak to someone). They confirmed that they had removed it, but I apparently continued to be charged the $14.99 for each of the next 6 months.

      I request a refund of $119.36, covering 6 months of HBO MAX that I had requested to be canceled, plus the $29.42 that should not have been charged once I canceled my service. Thank you for your attention to this.

      Business Response

      Date: 08/20/2022

      In the complaint, the customer was
      concerned that he returned his equipment and canceled his service on July 25,
      2022, as instructed by Optimum but was still charged $29.42 on his final bill.  The customer was also concerned he attempted
      to cancel HBO MAX on February 12, 2022, and March 26, 2022, but it was not canceled.
             In response to the complaint, Optimum
      spoke to the customer on August 10, 2022, to acknowledge receipt of his
      complaint and apologize for the poor experienced he encountered.
             On August 20, 2022, Optimum issued a
      $119.36 credit for the six months of HBO MAX and the $29.42 for the final bill.
       The customer has our direct contact
      information if any further assistance is needed.

    • Initial Complaint

      Date:08/09/2022

      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.
      Charged me w/o my knowledge for *** *** for 4 months. upon cancelation, charged me again. Spent an hour on the phone trying to get my money back. I would like 1,000$ for the *** *** illegal charges, and time wasted.

      Business Response

      Date: 08/25/2022

      In the complaint, the customer is requesting credit for HBO charges.  In response to the complaint, Optimums attempts to reach the customer were unsuccessful.  The customer has our direct contact number should 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]

       I have emailed the company to set up a time to all talk, asking specifically for hours/times we can have telephone communications. I have also called the company, several times, on my own time, and have been met with only automated voicemails. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/29/2022

      In response to the rebuttal, multiple attempts at contacting the customer to set up a timeframe for a callback as requested failed.

      Optimums attempts to reach the customer were unsuccessful; however, voicemails and e-mails were sent, which provided our direct contact information should any further assistance be required.  We remain available should any further assistance be required. 

    • Initial Complaint

      Date:08/08/2022

      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 contacted Optimum 3x in the past three months to cancel Voice, a service I have never used and was told would be cancelled when I upgraded to 1g cable internet over a year ago (late June 2021). The first time I called to "re-cancel" this year I was told I'd receive a credit for the unused months of Voice on my account.

      I am continuing to get charged $10 per month for Voice - this is the third bill since I attempted to re-cancel this year, and I have not received reimbursement or credit for the months of unused service.

      I don't even have a phone port on my modem.

      Business Response

      Date: 08/19/2022

      In the complaint, the customer was concerned he requested
      his Optimum telephone service to be disconnected on June 23, 2021, but it was
      not disconnected.  In response to the
      complaint, Optimum attempted to speak to the customer on August 9, 2022, to
      acknowledge receipt of his complaint and apologize for the phone service not being
      disconnected.  On July 19, 2022, Optimum
      disconnected the customer phone service.  On August 19, 2022, Optimum issued a $120.00 credit
      on the account for the phone service not being disconnected as requested.  The customer has our contact information
      should any further assistance be needed.

    • Initial Complaint

      Date:08/08/2022

      Type:Billing 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 am being charged for equipment I returned back in early May 2022.
      After notifying the company I have yet to have the charge removed from my bill and now my service is in disconnect and have late fees. Suddenlink wants me to pay up front for equipment that was returned on time on my part. Their return process for equipment is a drop off box,there is no kind of receipt or proof that an item is returned. This is the second time they try to charge me for equipment that was returned. Their solution is to have the customer pay up front for their mistake. I refuse to pay $185 for something that is not my fault.

      Customer Answer

      Date: 08/12/2022

      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:08/08/2022

      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 cancelled services and they continued to **** me after cancelling and now I am trying to obtain a refund and they are not giving me a refund. I have called more than several times and have confirmation numbers and I have been told I have to wait ***** days each time to no avail.

      Business Response

      Date: 08/12/2022

      In response to the complaint, Optimum spoke with the customer and confirmed that her refund has been finalized and process in the amount of $138.46. The customer was advised that the refund will be mailed to her address on file and to allow up to 3 weeks to receive via mail. The customer was provided with our direct contact information should she need further assistance.

    • Initial Complaint

      Date:08/06/2022

      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.
      I contacted the business in July because my bill was MUCH higher than expected. After being told that I was no longer receiving a promotional discount, I requested that my television service be terminated. The rep told me that I would have to return the equipment before the next billing cycle to avoid further charges, The next billing cycle was July 27-August 26. I turned in the equipment at the Optimum Store in Greenville, NC on July 18. The man I handed the equipment to told me that I didn't have to do anything else. However, when I received my bill, I was charged for television service that I didn't have. When I contacted the company, I was told that I had failed to have the service disconnected, therefore it was a valid charge. After more than three hours of dealing with Optimum's agents, the situation remains unresolved and I refuse to accept responsibility for their employees failures. I want all of the invalid charges removed. I wasn't given a receipt when I turned in the equipment and I have no proof of any of this except that my daughter who lives in Tucson was with me and witnessed all of the transactions. She returned to Tucson on July 23, before the billing cycle updated. I'm sure a check of the business' video will show everything. We were there between 12:30 and 12:30 pm on July 18.

      Business Response

      Date: 08/16/2022

      In response to the
      complaint, Optimum spoke with the customer on August 16th, 2022, to
      advise that after further review of the account, an additional credit in the
      amount of $38.00 was applied to the account for charges billed between July 18th,
      2022, to August 9th, 2022. The customer was advised that all credits
      will be viewable on the following month's statement and was given our direct
      contact information should further assistance be required.

      Customer Answer

      Date: 08/16/2022

      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:08/06/2022

      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 have spent close to 10 hours on phone and chat this last month. My bill went up by almost $40. I called and was supposed to get a return call from a supervisor. NEVER HAPPENED. Then service was continuously spotty. Called again, paid my bill (that was never adjusted) said I wanted to file an official complaint. The rep said since I have been with them for so long, and for my inconvenience, I could have a $20 credit for 1 year bringing my bill down to $80/month. Bill comes—no credit. 2 hours on chat today and they said they can give me $15 credit for 3 months only. I asked for a supervisor 3 TIMES. They would not connect me. They are the only high speed internet in my county and I telework. I WANT MY CREDIT and I want their terrible overseas customer service addressed.

      6 months previous…same bad customer service, once they put me on hold until 5:00 and then DISCONNECTED my call. Several times, never got a call back. They NEVER allow customers to speak to a supervisor. They up bills with zero warning.

      Business Response

      Date: 08/08/2022

      In response to the complaint, Optimum spoke with the
      customer on August 8, 2022, to acknowledge receipt of the complaint and
      apologized for any poor experience they encountered. Optimum explained that the
      customer’s promotion previously expired and notification was provided on the
      previous billing statement. To help reduce their monthly rate, the customer
      accepted a new 1-year promotion for $79.99 plus tax. We remain available should
      any further assistance be required.



       

    Altice USA is NOT a BBB Accredited Business.

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