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

  683 Rt 10 East Randolph, NJ 07869

• 

  Altice USA

  2909 Washington Rd Parlin, NJ 08859

• 

  Suddenlink Communications/Altice USA

  321 Texas St Natchitoches, LA 71457-4743

• 

  Suddenlink Communications/Altice USA

  725 Benton Rd Bossier City, LA 71111-3704

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:08/01/2022

  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 called and cancelled service on July 11 2022. I got another bill for another month. I called them again today and they disconnected the phone call. They said the account is still active which is impossible since I cancelled it in July.
  I also need a box and label to return box or someone to pick it up.
  Thank you

  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
  determined that the customer did call and cancel on July 11, 2022. The customer
  was told their services would be turned off on July 27, 2022. Optimum canceled
  the customer’s services as of July 27, 2022, just like they were told, and
  credited the late fee they were charged. Optimum also advised the customer how
  to return her equipment from her account. We remain available should any
  further assistance be required.

• Initial Complaint

  Date:08/01/2022

  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.

  7/20: Returned home Wednesday night to find internet/cable service was down.
  
  7/21: Phone calls to Optimum yielded that the service couldn't be restored by consumer actions and a technician was scheduled for 7/22.
  
  7/22: Technician noted that service was interrupted due to a downed cable (disconnected from telephone pole). Technician promised issue would be escalated to have bucket truck come within the same day. No truck arrived.
  
  7/23: Phone call to Optimum yielded that technician did not escalate the issue as promised. Escalation team assisted in scheduling bucket truck for 7/25.
  
  7/25: Bucket truck arrived & advised that they couldn’t assist due to missing part and another truck would be needed. Scheduled for 7/26.
  
  7/26: Optimum construction crew arrived with two trucks, stayed for a few hours and then left with No updates provided. Phone call to Optimum yielded that the construction crew did not update the system with the outcome of their assessment and a ticket was opened to get more information from them.
  
  7/27: Phone call to Optimum: advised still waiting on information from construction crew but opened a ticket to request temporary line be run to provide services until permanent repair could be made. Advised notification with updates would be received within 24-72 hours.
  
  7/29: Contacted Optimum by phone mid-day to request an update as we have yet to receive notification on our ticket. Return call from a Supervisor was promised within 4-6 hours. No communication received.
  
  8/1: Phone call to Optimum with request to escalate to Supervisor. Rep advised that the only way to escalate my issue was to schedule a technician to come to my home and begin the process anew.

  Business Response

  Date: 08/15/2022

  In response to the complaint, Optimum contacted the customer on August
  1, 2022, to acknowledge receipt of the complaint and apologize for any poor
  experience they encountered. The customer stated they arrived home on July 20,
  2022, and noticed they did not have service. On July 21, 2022, the customer was
  informed by an agent that the account could not be restored so a technician was
  scheduled for July 22, 2022. The technician informed the customer the service
  was interrupted due to a downed cable. The technician promised the issue would
  be escalated to have the team onsite the same day, but the team never arrived.

  
  
  

  On August 2, 2022, we contacted the
  customer. The account shows a service visit was scheduled for August 3, 2022.
  We informed our Field team and our Engineers and requested any information
  regarding the downed cable the customer mentioned.

  
  
  

  On August 2, 2022, the engineers confirmed
  the downed cable wire had been escalated and our field service team were
  working on the repairs.

  
  
  

  On August 3, 2022, our field team
  confirmed the cable was repaired.

  
  
  

  On August 4, 2022, we contacted the
  customer to inform them the cable was repaired. The customer thanked us for assisting
  with this matter but stated they had disconnected the account on August 3, 2022.
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair 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.

  On two separate occasions this month my Optimum service was down and I received conflicting reports that it was 'back' when it wasn't. This morning I did not have internet or cable TV service. Spoke to Optimum representatives (who could hardly speak English) and they always apologized but did nothing but read from their scripts and reboot - none of which worked. My last call was switched to Technical Dept where they asked me for the serial number of my modem...it is located under my desk, and in an attempt to find it fell over and injured my arm which led to bleeding. One minute they text that the issue has been resolved, next time they say there's an outage, next time they want to cancel the service appointment, I still do not have full cable service and Optimum says that "all issues have been resolved" and there are no outages in my area. Funny, one of the calls said there WAS an outage. I asked for a rebate on my next bill (if I am still with Optimum) and was, again, switched all over the place. I am requesting compensation for two mornings of horror (and injuries) with Optimum. ******* is, again, looking MUCH BETTER!

  Business Response

  Date: 08/08/2022

  In response to the complaint, Optimum reached out to *** ***** on August 1, 2022, to acknowledge receipt of his complaint and apologize for the service issues. On August 8, 2022, Optimum reached out to *** *****, verified that his services were working properly, and applied an $15.37 credit to his account. *** ***** has our direct contact information if further assistance is required.

  Customer Answer

  Date: 08/09/2022

  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:08/01/2022

  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.

  A week of 9 Year Phone number NOT transferred! and ringing for a week as disconnected!!!
  
  We opened new service at a new location in the next county.
  We cancelled our prior service.
  We worked for over a week to get the employees at Optimum to transfer my calls and phone to the new account.
  
  After escalating and getting a promise it was done, we learned for a week the call forwarding has somehow been ringing as not active and disconnected.
  
  The escalation department did not call and follow up as promised to make sure working.
  
  We have not been able to get through again when calling after hours when learning.
  
  All of my calls have been lost.

  Business Response

  Date: 08/03/2022

  In response to the complaint on August 3^rd, 2022,
  we followed up with the customer and we were able to rectify and confirm that
  the issues with the phone service were resolved. The customer has our direct
  contact information should further assistance be required.

• Initial Complaint

  Date:07/30/2022

  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.

  I pay $101 every single month on time for my bill every month on time and every day at 6 PM I cant use anything nothing no Internet no phone I cant text I cant use my phone I have complain many times they send someone who says everything is fined and everything is not fine I am furious I have two small children one with special needs I need my TV

  Business Response

  Date: 08/15/2022

  In response to the complaint, Optimum spoke with the customer on August 1, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. Optimum engaged its engineering team, who confirmed all signal levels were within specification; therefore, a service visit was recommended to further investigate the customers issue. Optimum spoke to the customer on August 8, 2022, and a service visit was scheduled for August 11, 2022. The service visit was completed on August 11, 2022, with the technician replacing the customers inside wire. Optimum spoke to the customer on August 15, 2022, and confirmed the service was working. The customer has our direct contact information should any 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   They are yet to adjust my billing statement so I dont see how this is resolved if I have been paying for a service that they are only now getting to me. 

   

   

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

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

  Business Response

  Date: 08/25/2022

  In response to the rebuttal,Optimum spoke with the customer on August 25, 2022, to acknowledge receipt of her claim and to apologize for the poor experience. On August 15, 2022, a credit of $12.56 was applied to the account for the verified service issues from August 1, 2022, to August 11, 2022. This credit will appear on the September billing statement.  Optimum has provided our 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 have determined that my complaint has NOT been resolved because:

  I have had c*** service for more than a year I made multiple complaints  12 dollars only covers one day. I am owed for over a year. I will be switching  to ******* and I will be calling the news because at this point optimum is trying to get over on me. 

  Also I will call a lawyer if I have too. Over a year with crisp service and a 12 dollar credit is ridiculousness a joke actually. 

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

• Initial Complaint

  Date:07/29/2022

  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 had an account and my bill was 373.17 and was due 07/17/2022. My service was turned off the beginning of July. I tried to pay the 373.17 and was told my account had been closed. Now they’re saying I owe 1,165.06 plus have to pay more to get services restarted under another account. I have been to the office in ** ******* ******** and have been on the phone multiple times trying to get it resolved. Last week I asked to speak with a supervisor and was told one would call me back and still haven’t received a call. I don’t mind paying the $373 that was due but I need my services restored. My wife works from home and needs the internet. She has lost a job due to the internet being turned off. This is the only company that offers internet services in my area.

  Business Response

  Date: 08/05/2022

  In response to the complaint, Optimum reached out to *** ********** on July 29, 2022, to acknowledge receipt of his complaint and apologize for the charges and disconnected services. On August 5, 2022, Optimum reached out to *** ********** to verify the services were working properly after he made a $507.06 payment on August 4, 2022. Optimum also informed *** ********** the equipment charges had been removed from the account after the services were turned back on. *** ********** has our direct contact information if further assistance is required.

• Initial Complaint

  Date:07/28/2022

  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.

  I have been requesting since April of 2022 to cancel my cable service with Optimum. For 2 months April and May I was told I would get a promotion and my bill would only be $173. a month. That never happened the beginning of June 2022 I called to cancel my service. I was transferred and transferred until finally I was hung up on. I called back towards the end of June explained I wanted to cancel I cannot afford the cable and only want internet service. The gentleman offered me internet for $84.99 I accepted. I the. Asked when will the cable be disconnected he said immediately. Me believing Optimum hires truthful employees I figured my cable would be cut off that and I would stop being charged. Now I received a bill for over $200 just for internet when the cable with internet was $225. Again I called to question why my bill remains fairly the same the gentleman tells me my service was not disconnected until 7/9/22. I don’t want to pay for service I was told was cut off in June of 2022. Optimum is a Multi-million dollar company and I feel they do this to customers all the time to get over and grow their company finances and expand their net worth. I need help with getting this bill adjusted I was told my bill would be 84.99 and it’s over $200. This is unfair and should be illegal to do to people.

  Business Response

  Date: 08/09/2022

  In the complaint, the customer was concerned; she called
  Optimum to cancel her tv service at the end of June, but it was not canceled.  Optimum spoke to the customer on July 29, 2022,
  to acknowledge receipt of her complaint and apologize for the TV service not being
  disconnected.  On August 9, 2022, Optimum
  issued a credit of $120.22 to the customer’s account for prorated credits for
  tv service disconnection.  The customer has
  our contact information should any further assistance be needed.

• Initial Complaint

  Date:07/28/2022

  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.

  About 3 years ago I moved to an area that did not have any choice but Suddenlink for phone or internet.
  the service was more then unacceptable. I took 4 different techs to finally get my phone and internet installed.
  I have medical alert and a medication disperser.
  1. the internet would even if there was storm over 100 miles away
  2. after about 6 or 8 months the phone would sound like someone was dialing then like a messed up fax machine! ( with out warning) I could be talking to Dr.'s office or transportation, or simply a friend! A Suddenlink tech support actually heard the problem.
  3. The internet would go out halfway through a movie - I would wait 15 or20 minutes.
  4. I would call and complain bout the poor service.
  5. The unannounced service rate was upsetting. I was told the hike in the rates had been approved. She stated that they could lower my internet to a lower power and lower my bill $15.00. I remarked that it was still poor service! they lowered my level of power, forgot to lower my bill.
  6 I called them to explain that the power was less but the bill was still too high. Many seniors that have limited Finances would have to be forced to be without services.
  7. A young lady stated that if I answered some survey questions I would receive a $200 shopping card : when transferred, I was told that there was no shopping card ?
  With extremely poor service and business customer awareness : how do they stay in business?
  Can any one explain how they can stay in business? Some areas have no other option. That is the sad answer.
  They have now giving an internet refund= that helps, but good customer service and keeping their word would help a lot.

  Business Response

  Date: 08/16/2022

   In response to the
  complaint, Optimum engaged its engineering team who confirmed all signal levels
  were within specification; therefore, a service visit is recommended to further
  investigate the customer’s claim of service issues. An appointment has been scheduled
  for August 17^th, 2022, to resolve the customer’s service issues. The
  customer has our direct contact information should any further assistance be
  required.

  
  

• Initial Complaint

  Date:07/28/2022

  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.

  Internet keeps dropping, upgraded and have to pay an additional $40, still not working, had to get an extender, still not working. Called three seperate times, got disconnected twice and once lost the call because I was told to rebook the modem and the phone disconnects. you would think the rep would know that if you rebook the phone goes dead. My daughter works from home and needs internet. Optimum is the only service out here, which is ridiculous that they are allowed to monopolize and no other services are allowed out here. I have reached out to multiple companies and was told they have a hard time getting service out here and blame optimum. I got no resolution from optimum and been having the same issues for months.

  Business Response

  Date: 08/04/2022

  In the response to the complaint, Optimum attempted to contact the customer on July 28, 2022, to acknowledge receipt of the complaint and apologize for the poor experience.  A service visit was scheduled for and completed on August 2, 2022, where the technician repaired wiring on the inside to resolve the problem.  Optimum attempted to contact the customer on August 4, 2022, but was unsuccessful; we do not show any other issues at this time.  A credit of $11.33 was applied for the verified service issue.  The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:07/27/2022

  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.

  Optimum practices deceptive pricing. They have tacked fees onto my bill with no explanation. I have called and spoke to a customer service representative by the name of Ahmed and after he was unable to help rectify the issue, he blamed the fees on the governmental program that helps pay the bill. I asked to speak to his supervisor and he said at the time no supervisor was available to speak but that a supervisor would call by the next business day and to date I received no call.
  I want a person of authority to explain how I had a zero balance on one bill and then the very next bill I had a previous balance and it continues to go up in price. How does a internet bill that is 89.99 with a $30 to $50 discount amount to over $100.
  Furthermore, Optimum has previously charge me over $80 for a service they did not render and I had to cut off autopay for that reason and now they continue to bill me subtly with out of wack fees and just shows up at previous balance.

  Business Response

  Date: 08/10/2022

  In the complaint, the customer was concerned her Optimum
  billing was not correct.  Optimum spoke to
  the customer on July 28, 2022, to acknowledge receipt of her complaint and
  apologize for her Optimum billing issues.  On August 10, 2022, Optimum issued a credit of
  $70.00 due to a billing error found. 
  Optimum did not find any extra fees or charges on the customer's account.  The customer has our contact information
  should any further assistance be needed.