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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.
    • 1,735 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/05/2022

      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 called optimum at 2.16pm to request possibility to pause my service for one month from 8/10/22 to 9/10/22,(seasonal hold) *** ***** instead disconnected my service with out my authorization . **** immediately transfer me to another department and spoke with Anel from the sales department, who informed me that she will tried to help but with out any luck?? ,them she transfer me to a supervisor as per what she informed me, *** *****, who not only not help me but actually was very unpleasant gentlemen, he advised me that the only way to have my service it was to add me as a new customer with an additional charge of $120.00 (my package price was 158.75/I paid on 7/29/22) meaning from now on 278.00. I asked him why, I did not request the cancelation, it was a mistake of the agent. *** ***** (supervisor or Manager of the sales department) advised that this was the only way to have the service back and if I want the service back I should let him to his job and not complain, them he transfer me to the Technical dep I spoke with ************ whom advised that we need to way from 12 to 24 Hours to have the service back, I explained to him as well as all other agents the urgency of the internet as I and my wife work from home and we had missed hours of work, he explained again that it nothing he could do so I requested to talk to the sales dep and he transfer me. I spoke with *** ****** who is a sales rep. From all the employees that I talked he was the only one that help to get the service back at full rate $278.
      I am requesting to provided me with the same rate and service I had as I did not requested to have the service cancel It was the agent mistake. they have all call recorded. My rate should be $158.75. I ended the call 7.15pm (5hours later) on the phone. I also request a compensation for all missed work from my wife and myself.
      Thank you very much for all your help and looking forward to hear from anyone.
      Sincerely,
      ******** *********
      Account: *****************

      Business Response

      Date: 08/17/2022

      In
      response to the complaint, Optimum attempted to speak with the customer on August
      8, 2022, to acknowledge receipt of the complaint and apologize for the poor
      experience they encountered. Optimum found that the customer’s promotional
      pricing was placed back on the account the same day the misunderstanding occurred.
      There were no days without service and no days at any higher price. 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:08/05/2022

      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.
      We have been customers of Altice or Optimum for wifi, cable and phone since July 2021 in Darien CT in our home. The wifi goes on and off all day long never working straight for even an hour. We have called for help and had at least 6 home visits to get help. The last two visits from the company resulted in both employees telling us we need a new cable line that runs from the street where the box is into our home. Now that we know what the issue is, there is no follow up or appointment to have that line replaced or fixed. I keep calling and asking when the line will be replaced and I am told we are not on the schedule and that I will be called back. No one is calling me back and no one is coming to fix the line. We can’t do many things such as search the internet, watch Netflix and most importantly work with out proper wifi and we have paid for 13 plus months of wifi. I have probably called over 20 times and I can’t get anyone to help me.

      Business Response

      Date: 08/23/2022

      In
      response to the complaint, Optimum spoke with the customer on August 8, 2022,
      to acknowledge receipt of the complaint and apologize for their poor experience.
      Optimum was able to complete the construction needed to replace the line to the
      home on August 19, 2022. Optimum resolved all issues as of August 23, 2022. A
      credit of $335.03 was issued to the account on August 23, 2022, for
      intermittent issues since November 30, 2021. We remain available should any further
      assistance be required      .

    • Initial Complaint

      Date:08/04/2022

      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 am enrolled in the affordable connectivity program for as long as I have had service and that has been since around February 2022. I received a email from them (after I filed a complaint with them the other day) stating that I am enrolled in the program with another service provider. Which I am not. This is a retaliation for me filing a complaint against them and winning it

      Business Response

      Date: 08/18/2022



      In response to the complaint, Optimum engaged our
      Affordable Connectivity Program specialist group who confirmed that the
      customer is receiving the credit from another provider and is currently
      ineligible to transfer the credit again as there is a limit of one transfer per
      month.       There are a limited
      number of exceptions to this one transfer per month rule.  The customer
      can select one of those exceptions on the enrollment if they believe they
      apply.  If one of those exceptions is selected on a new enrollment form,
      then we can attempt to transfer the customer again prior to September 1, 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.

    • Initial Complaint

      Date:08/04/2022

      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.
      This morning I had to pay a collections agency nearly $300. (never in my life has this happened to me & I have excellent credit) Suddenlink, Altice, Optimum, whoever they are, turned me over to collections for payment I feel I do not owe. if anything, I am owed at least part of it back and an apology. I chose this provider for my internet when I moved from MO to OK. The service was never good & you can never reach anyone by phone. Then at the request of a neighbor, a cable that been strung along her back fence was removed then a new one was strung across my yard from the back of my home to the street. it was months & no one ever showed to bury this cable. (I research & found this is not the first time for this co.) Then, as credit cards tend to do, mine expired but instead of reaching out to me, my service was disconnected. Again could not speak to a rep. Cable still strung across my lawn that I am mowing around. This company can send me emails about signing up but can't about my credit card needing updated. If I am disconnected then I should not continued to be billed. I will gladly pay if a month of service had come due & if it is the equipment, that should not be charged because how can I return it if you can't speak to anyone. I just can't wrap my head around how this company is still in business or is allowed to be. I feel like I have been robbed & did not deserve this treatment. Every time I see or hear how they are now Optimum & wants to reconnect, it makes me sick to my stomach. Its like a pedophile getting out of prison & opening a daycare center or something. Awful people.
      Thank you

      Business Response

      Date: 08/05/2022

      In response to the
      complaint, Optimum spoke with the customer on August 05, 2022, to acknowledge
      receipt of the complaint and apologize for their poor experience. Optimum
      investigated the customer’s concerns and provided her with shipping labels so
      she could return the equipment. Once the equipment has been returned, Optimum
      will send a refund to the customer for the equipment charges she encountered.

    • Initial Complaint

      Date:08/03/2022

      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.
      Over a period of possibly 6 months I paid a balance of $65.00 monthly to this account by mistake to suddenlink communications once I realized my mistake I contacted the company for a refund I've spoke to several representatives about the issue july 7th 18th 25th etc & was promised monies would be returned to my card ending in **** but there has been no resolution to this date

      Business Response

      Date: 08/16/2022

      In response to the complaint, Optimum spoke with the customer on August 4, 2022, to acknowledge receipt of the complaint and apologize for any poor experience. According to our research, the customer made payments to an incorrect account.  On August 4, 2022, Optimum informed the customer that a refund card for $270.50 was processed and mailed to her on August 2, 2022.  The customer was advised to allow 7 to 0 business days for **** mailing. We remain available should any further assistance be required. 

    • Initial Complaint

      Date:08/03/2022

      Type:Customer Service 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 is charging me $90 for service issues related to their black out. Incident involves a technician that never showed at my home. Automated system schedules appointment at large. No live customer service agent. There constantly looking for ways to get more money out of customers. Any way remove bogus charge from my bill. As I need internet and no drama. Bad company bad business model

      Business Response

      Date: 08/11/2022

      In response to the complaint, Optimum spoke with the
      customer on August 4th, 2022, to acknowledge receipt of the
      complaint and apologized for the poor experience they encountered. A credit was
      applied to the account for a missed appointment fee and a late. The customer is
      satisfied with the resolution to his complaint, The customer has our direct
      contact information should any further assistance be required.



       

      Customer Answer

      Date: 08/11/2022

      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:08/03/2022

      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 several problems with the suddenlink service but the most recent problem is that my phone service has went for days without working and the last time it did so when my phone finally came back on they had taken my phone number away and gave me a complete different phone number and one not even in the are where i live..I have had that same phone number for over 20 years and have called and been on the phone with them for hours and say there is no way of getting back the phone number that they have taken and also say they cannot even give me back a 272 prefix for the area i live in which is Genoa WV. I am very unhappy with the service of suddenlink and have sat on the phone with them for hours trying to get this situation corrected to no avail.

      Business Response

      Date: 08/11/2022

      In
      response to the complaint, Optimum spoke with the customer on August 4, 2022 to
      acknowledge receipt of the complaint and apologize for their poor experience. Optimum
      advised the customer that the home phone number was lost because the FCC
      changed the geocode for their address from Wayne, WV to Genoa, WV, and the rate
      code for the phone number was still Wayne, WV. Since the address and the phone
      number are not from the same area, they cannot have their phone number back.
      Optimum lowered the customer’s bill by $34.00 to $84.49 before taxes and fees.
      This new rate will be locked in for 12 months. We remain available should any
      further assistance be required.

    • Initial Complaint

      Date:08/03/2022

      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.
      A representative from Optimum Mobile, ****** (cell# ************) came to my home and I agreed to signing up for their phone service on May 14, 2022. The following week, after speaking with several of people who were very unhappy customers of Optimum Mobile, I decided not to continue with their product and immediately called to cancel the process. I did not activate any account, although I was given an account number. I received their phones in the mail and immediately called Optimum Mobile about returning them. They emailed me return labels (2), I was instructed to put both labels on the return package and I sent them back via FedEx. I sent the phones to Optimum on 5/25/22, they received the phones on 6/1/2022 @ 9:31am in York, PA. On 5/31/22, I spoke with ***** at Optimum and he said they would cancel the account. On 6/4/22, my credit card was charged $122.44. I called Optimum again and they told me they would credit my card for the charges and email me a conformation…neither happened. On 7/4/22, my credit card was again charged $153.80. I called Optimum and spoke with **** on 7/4/22, he promised me he would get this taken care of and call me and email me that it was done…nothing happened. On 7/12/22, I called my credit card company and cancelled my card so it could not be charged anymore, but the two charges remain on my account. On 7/14/22, I called Optimum Mobil and spoke with Wilson, he assured me that I will get the charges refunded. I have a ticket ********* and said that I will hear from Optimum within 3 days. I have not heard back from Optimum. There is no email that I can communicate with them. When I call the customer service number, I never get anything resolved, just empty promises and the run around. Optimum tried to charge my credit card but I cancelled it, so the charge was declined. I just want to get separated completely with this company and have them leave me alone! They've stolen money from me giving me nothing in return.

      Business Response

      Date: 08/17/2022

      In response to the complaint, Optimum initially spoke to the customer on August 3rd,2022, as we began our investigation. On August 17th, 2022, the customer was advised via email that her ******************************************* account has been disconnected, the balances have been canceled out, and the appropriate refunds have been processed. The customer was advised to disregard any statements she has received up to this point and allow for the next billing cycle to see her final bill. Her Autopay, and all other mobile features have been confirmed to be deactivated as well. The customer was provided with our direct contact information should further assistance be required.

      Customer Answer

      Date: 08/17/2022

      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,

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



       

      Customer Answer

      Date: 09/02/2022

      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:

       I thought this case was closed and taken care of, I had gotten an email from Optimum Mobile saying they would not be bothering me again, but I am receiving emails saying a payment is due AGAIN!  Is there some way we can end this harassment??? I'm pleading with you to help me...


      To Optimum Mobile: PLEASE, JUST LEAVE ME ALONE!!  I do NOT want your products...NOTHING!  I have no account, never activated an account with you!  The next step will be legal action...charges of harassment.

      OPTIMUM NEEDS TO STOP HARASSING ME!!  PLEASE!!



      ***********************
       

      Business Response

      Date: 09/06/2022

      In response to the complaint, Optimum attempted to speak with the customer on September 2, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered but received no response. We found that there is still a balance owed on the optimum mobile account of $100.00 for each device's $50.00 restocking fee. The customer will continue to receive emails asking for payment for that amount until it is paid.We spoke to the customer on September 6, 2022, and advised her of our findings.Optimum has provided our contact information should any further assistance be required.

    • Initial Complaint

      Date:08/02/2022

      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.
      This company has been very unethical to customers. I have inquired about being charged for services that I have never used nor received upon applying. The company Suddenlink recently disconnected my wifi services due to a past due bal of $86. A representative called my phone to ask for payment and I stated that it would be paid on Aug 1-2. He said that was fine and that I jist had tompay that $86 past due in order to receive my restoration. Today I contact the company with questions about why my past due balance has reached $193 for this little time that it has been disconnected. They stated that they cannot remove the seevices I never applied for until I make that $183 payment and it will accredited on my next billing cycle. Well I am inquiring for something to be adjusted so thag everyone can continue their daily lives without hassle. This company has been refusing to help the customers with the issues they inquire about. Theres always something that makes you have to pay first in order to be satisfied. This is the main reason why I cannot teuly decide if this is a legitimate company that hk ors their customers or if its just about the money instead. I jist want to make the payment I was told to make by the representee of Suddenlink. I have no ossue making payments its the o erly charged payments thats I am not okay with. I am suppose to be paying nomore than $85 a month for simple wifi. I want all of the extra charges off my bill so that I can restore service as a normal human being and not feel like I have to pay half of my rent in order to restore my wifi service. Your employee came to my home and asked for my services, I didnt contact you all so this should be considered as a mistake on your wnd. I never applied for phone nor security service. I dont even own my home but why are you charging me extra seevices and fees for things that I did not request? And upon that I have to pay $193 in oreder to get these things corrected first. Thatnis very unethical of you

      Business Response

      Date: 08/16/2022



      In response to the complaint, Optimum spoke with the
      customer August 3rd, 2022, to acknowledge receipt of the complaint
      and apologized for the poor experience they encountered. The customer was
      informed of her bill cycle date and total past due balance. The customer agreed
      to make the payment for the past due balance but only made a partial payment. As
      requested, phone service was removed from the account. Optimum’s attempts to reach
      the customer to provide a resolution 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:08/02/2022

      Type:Customer Service 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 cancelled Suddenlink internet service due to poor quality issues. I returned the internet modem to them per their shipping instructions. They continue to **** me $70.00 for an equipment charge. My account is cancelled, and they do not have an option to speak with an agent to dispute this charge.

      Business Response

      Date: 08/10/2022

      In response to the complaint,Optimum spoke with the customer on August 2, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Optimum engaged its equipment research team who removed the equipment from the account.  The equipment charge was credited resulting in a zero balance on the customers account. We attempted to follow up with the customer on August 10, 2022 but were unsuccessful in advising the above. The customer has our direct contact information, and we remain available should further assistance be required.

       

      Customer Answer

      Date: 08/14/2022

      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,

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



       

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