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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

    • 5,893 total complaints in the last 3 years.
    • 1,731 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:07/27/2022

      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 optimum 300 installed on July 24 now I’m having a issue with my account and it seems no one don’t seem to understand what’s going on and I have been lied too stating it will be fix the same day and I’m not able to sign into the free hotspot and I also not able to see my router on my optimum.net account why am I still saying I have optimum 25 and that I can upgrade for a higher speed my account needs to be fix on my end and I’m only able to have 8 accounts for the free hotspot I should be able to add more than 8 and it’s not letting me add no cellphone on my account to receive it can some one fix my account thank you it’s sad I have to go through all this to get a resolution it’s sad I paid the bill upfront to go through this

      Business Response

      Date: 08/01/2022

      In response to the
      complaint, contact attempts were made to the customer to attempt resolution. We
      were unable to contact the customer but were able to confirm based on testing
      that the customer is getting the speeds they are paying for. The customer was
      given our direct contact information should she need further assistance with
      her Optimum IDs.

    • Initial Complaint

      Date:07/27/2022

      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 was an Optimum cable customer. The Internet Internet connection in my house was intermittent, some days it will work, some days it will not. I called Optimum and a technician showed up and told me the issue was on the connection from the street. My neighbour who had the same issue also called and was told the problem was from the street, i.e the signal from street was weak. NOTHING WAS DONE ABOUT THAT.The problem persisted and I kept calling. I scheduled another technician visit. The Technician NEVER showed up, and I was charged 80 for Technician visit that never occurred. That was the last straw for me, I disconnected Optimum service. All I'm asking for is for Optimum to refund my $80 for a service that was never provided. I Called them twice about this and they say I was not home and the Technician showed up. THAT IS A BOLD FACE LIE.

      Business Response

      Date: 08/12/2022

      In response to the complaint, Optimum attempted to speak with the customer on July 28, 2022, and August 12, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered but were unable to reach them. Optimum currently charges residential customers $80.00 plus tax for all service visits unless the cause of the issue is determined to be related to Optimums equipment (exterior cable wiring, cable box, cable modem, or smart router). Optimum also charges its customers for missed appointments if a customer is not home for the visit or cancels at the door.

      We have reviewed this customers account,and because we value their business, have issued a credit for the Service Visit Fee incurred on June 2, 2022. Please be advised that this is a one-time courtesy, and the credit will generate on their next billing statement. 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:07/27/2022

      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 was being charged prices that I complain about and the "text" was promising lower prices and the prices was going up not down. Each month the **** would be more. So I drop the cable in April and turned in equipment but keep the ***** to get a lower ****, that didn't happen. Nobody explained to me that the package I had was not anymore unlimited so my **** got even higher. I cancelled my WIFI in May and turned in all my equipment.

      Business Response

      Date: 08/01/2022

      In response to the complaint, Optimum reached out to ******************** on July 27, 2022, to acknowledge receipt of his complaint and apologize for the overage charges. On August 1, 2022, Optimum reached out to ******************** to explain that the overage charges could not be waived because he declined an offer to upgrade his account to prevent further overage charges on May 28, 2022. ******************** has our direct contact information if further assistance is required.

    • Initial Complaint

      Date:07/26/2022

      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.
      When I called to cancel my Altice Optimum internet service, I was sent to a customer retention department, and the representative refused to cancel the service. She kept asking me questions about why I wanted to cancel and offering incentives to stay. I asked her numerous times to cancel the service but she wouldn't take no for an answer. I also asked numerous times to speak to a manager, and she refused to transfer me to a manager. She also said she would not send an email confirmation of my cancellation. It was awful. It's especially hard because we were forced to leave our apartment on short notice after the City of Hoboken found it to be structurally unsafe. At every turn someone has tried to take advantage of us. I finally hung up because the representative wouldn't cancel the service and we couldn't make any progress with the call. I want Altice Optimum to complete the cancellation and send me a confirmation.

      Business Response

      Date: 07/27/2022

      In response to the complaint, Optimum spoke with
      the customer on July 27th, 2022, and explained our
      Disconnect Policy, which states that service disconnections are effective on
      the last day of their then-current billing period. Our records indicated that
      this customer requested to disconnect service on July 26th,
      2022, and their monthly billing period ends on the 22nd of
      each month. Therefore, this customer’s account will be fully disconnected
      on August 22nd, 2022. We also sincerely apologized to the
      customer for the experience that they encountered when attempting to make said
      disconnect request. All areas of opportunity identified will be addressed
      internally. Optimum provided our direct contact information to the customer should any further assistance be required.

    • Initial Complaint

      Date:07/26/2022

      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 WAS CHARGED 59.95 FOR A SERVICE CAL THAT WAS FREE .
      THEY RAISED MY RATE WITHOUT MY KNOWLEDGE OR APPROVAL

      Business Response

      Date: 07/30/2022

      In response to the complaint, Optimum spoke
      with the customer on July 27, 2022, to acknowledge receipt of the complaint and
      apologize for any poor experience they encountered. After reviewing the
      services call on July 11, 2022, the $60 fee has been credited back to the
      account. This credit can be found in the following billing statement. The
      customer accepted a new promotion of $116.99 plus taxes and fees for business 300Mpbs.
      The customer has our direct contact information should any further assistance
      be required. 

    • Initial Complaint

      Date:07/26/2022

      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.
      THEY RAISED MY RATE WITHOUT MY KNOWLEDGE WHIS IS ILLEGAL .THEY CHARGED ME $59.95 FOR A SERVICE CALL THAT IS SUPPODED TO BE FREE .THERE EQUIPMENT WAS DEFECTIVE . SERVICE CALL SHOULD BE FREE

      Business Response

      Date: 07/30/2022

      In response to the complaint, Optimum spoke with the customer on July 27, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered. After reviewing the services call on July 11, 2022, the $60 fee has been credited back to the account. This credit can be found in the following billing statement. In the monthly customer statement on page three (3), a notification of the promotion credit expiration date is advised: Your Credit Promotion Is Effective Until 07/21/2022.The customer accepted a new promotion of $116.99 plus taxes and fees for business 300Mpbs.The customer has our direct contact information should any further assistance be required.

       

    • Initial Complaint

      Date:07/25/2022

      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.
      6/27 I called to disconnect service.
      6/28 I email corporate with concerns of my call on 6/27, I get a call from ******* from the executive CSR team, I explain to her my concerns & she tells me it's policy that they disconnect at the end of a cycle & don't prorate bills & there is nothing she can do & the 6/30 statement would be my final one to take me through the end of July, after our call she sends me an email confirming my disconnect date is 7/29 & confirming she sees I own my equipment, no need to return it.
      6/29 get email that my statement is available. This is my final bill.
      7/6 My husband goes to start work at 5:30am & we don't have internet. He calls & the automated system says the service is disconnected, as he is trying to reach a Rep, I emailed ******* through my phone & finally I am able to get her on the phone. I tell her our service is disconnected & I need it turned back on as we work from home. She asks me if I called in again after her & I spoke & I confirmed my last contact was with her on 6/28 & the only thing I did was fill out the survey they sent me on 7/4. She turns on my service & lets me know that it triggered a $100 equip fee but not to worry she is escalating it to her lead to fix that. She sends me an email after our call confirming that she is working on it & will contact me in a few days
      7/7 I get the email saying I owe $99.30 due 7/30; I email ******* letting her know about it
      7/12 I send her an email that we are moving earlier, don't need the service as of 7/15 & since we will be on the road, I might not be available to take her call/email & to leave me a message
      7/13 Call from Sir, confirming all has been fixed & apologizing for their systems error, we have a credit & once the disconnect on 7/15 happens the system will cut me a check
      7/19 I email Sir asking for me refund & where to mail it
      7/25 I get an email saying my statement is ready I owe $40.77. I don't even know what this is for

      Business Response

      Date: 08/06/2022

      In response to the complaint, Optimum, formerly known as
      Suddenlink, spoke with the customer on July 26, 2022, to acknowledge receipt of
      the complaint and apologize for their poor experience. Reviewing the account,
      we determined that the customer-owned their equipment. On August 5, 2022,
      Optimum spoke to the customer and advised that the equipment charge would be
      reversed, and the auto process should issue a credit within 24-48 hours. The
      customer is satisfied with the resolution and closure. The customer has our
      direct contact information should any further assistance be required. 

      Customer Answer

      Date: 08/06/2022

      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:07/25/2022

      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.
      My promotion ended and I renegotiated the bill for $187 on June 23 with HBO max for free for a year. My next bill was for $207.74. I called twice to make sure my bill was going to be $187. When I received my next bill I was told that there is nothing they could do and that I would have to pay for HBO max. I told Teddy on July 25th when I called them again that I wanted to talk to a supervisor. She said that she would not transfer me and it was not possible. I asked her to review the notes from when I called on June 23 and that I was told that my bill should reflect $187.

      Business Response

      Date: 07/29/2022

      In response to the complaint, Optimum reached out to *** ******* on July 25, 2022, to acknowledge receipt of his complaint and apologize for the increased bill. On July 29, 2022, Optimum reached out to *** ******* and informed him he was on the lowest plan possible, and to receive HBO MAX free, he would need to upgrade his internet speed. *** ******* has our direct contact information if further assistance is required.

    • Initial Complaint

      Date:07/24/2022

      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.
      They had charged me a huge bill even though I had called to cancel the service due to price being too high. All equipment was returned. They refused to remove the charges when speaking with them about the error.

      Business Response

      Date: 07/26/2022

      In response to the complaint, the customer was advised that
      once proof of return is provided, then the fee for unreturned equipment will be
      removed from account. The customer has our direct contact information should
      further assistance be required.

    • Initial Complaint

      Date:07/23/2022

      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 became a Suddenlink customer in February 2022 and was promised a $200 **** gift card. I followed up on this monthly and was finally told that it would take 3 billing cycles and 4-6 weeks for delivery. On 6/29/2022, I was told that I would NOT be receiving a card because YOUR agent did not place it into the system. In other words, I'm being penalized for your agent's mistake. I was given an email address to giftcard fulfillment to see if they would honor the promotion given that it was their agent's mistake. I received the following on 7/7/2022 and have since followed up with a call (not answered but left a voicemail). **** ******* *********** ** **** ******** **** ****** ******* ********* *** ****** ** *** **** **** *** **** ******* *** **** ********* ** ******** **** ******** ******** *** ********* **** ****** *** ****** *** **** ********* *** *********** ** *** **** **** ** ** **** ** *** ******* ******* ****** ** **** ******** ****** ***** **** ******** **** *** ******** ** **** ***** *** *********** ********** *** ******** ** *** **** ***** ****** ******* *** ****** ** ************* ***** *** *** ******** ******** ** ********** **** ********* ***** ********** ****

      Business Response

      Date: 07/30/2022

      In response to the complaint, Suddenlink spoke with the customer on July 25, 2022,  to acknowledge receipt of the complaint and apologized for any poor experience they encountered. An internal escalation was submitted for the missing $200 gift card. In speaking with the gift card vendor,a new gift card was overnighted to the customer and confirmed to be received by the customer on July 28, 2022. The customer has our direct contact information should any further assistance be required. 

      Customer Answer

      Date: 07/30/2022

      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,

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



       

    Altice USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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