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

  2137 Hamilton Ave. Trenton, NJ 08619

• 

  Altice USA

  275 Centennial Avenue Piscataway, NJ 08855

• 

  Optimum

  622 Torrington Rd (walk-in Center) Litchfield, CT 06759

• 

  Altice USA

  2909 Washington Rd Parlin, NJ 08859

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:07/23/2022

  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 was without internet for weeks in my upstairs
  Altice boxes were no longer extenders that is what we were using upstairs
  It just turned off Altice did not notify us
  They came 3 times
  Technicians were awful until the last one that came no one knew what they were doing all Altice’s fault
  They had the nerve to charge me $160 for a service charge. My bill was automatically paid on my credit card and o want a credit for the service call. Their equipment stopped working why should I have to pay for that?
  I have called for 10 days straight and getting no one to call me back. Supposedly I was assigned to a case worker named michael but he won’t take my calls or call me back. This is a horrible company that has no customer service
  Please help me get my $160 back

  Business Response

  Date: 07/28/2022

  
  
  

  In response to the complaint, Optimum spoke with the
  customer on July 25^th, 2022, to acknowledge receipt of the complaint
  and apologized for the poor experience they encountered. On May 15, 2022, the
  customer was incorrectly issued an $80.00 credit for a service visit fee. To
  correct this error, On June 18^th, 2022, they were charged an $80.00
  service visit fee to offset the credit that was issued.  Optimum followed up with the customer on July
  28^th, 2022, to inform them of this error and to again apologize for
  the poor experience and for any confusion with their billing statements. The customer
  has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:07/22/2022

  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 called and cancel services with them because I contacted them about the continuing lying about the promotion gift card they promised me and son $200 they only send $50 I was promised a $150 credit on my account I never received I was promise $96 for I had to clean up the mess the contractor left in floor are wires my granddaughter trip upon after getting of school bus I immediately contacted them about the situation of the careless contractor who had people meeting him upon my property delivered something to him and it was not pleasant I agreed to clean up behind him for the $96 credit to my account I never received I have paid my **** in full monthly and they have lied I never received anything from this lying company I have contacted them for services disconnect and they tells me they still have to charge me but never paid me $150 $96 nor $200 gift card I turned in all equipment and this is unacceptable what they are doing just for you to sign on with them a trick of lies please get corrected and clear my **** of $46 you claimed I owe you when you actually Owes me please correct and thank you for your service when I had it but you are nit a ******************** please STOP lying to customers and be Honest from the very beginning

  Business Response

  Date: 07/30/2022

  In response to the complaint, Suddenlink spoke with the customer on July 22, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. After reviewing the customer's phone call to start up service, we found the customer was informed that the $200.00 gift card only came with our 1Gig internet speed; the customer signed up for our ***** internet speed, which came with a $50.00 gift card, which she did receive.Also, the customer inquired about a $50.00 referral credit and was informed the referrer (not referred) would have to call in before the account was created to claim the $50.00 credit. Suddenlinks attempts to reach the customer to inform them of our findings and resolution were unsuccessful. The customer was provided with our direct contact information should further assistance be required.

• Initial Complaint

  Date:07/22/2022

  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.

  Fraudulent activity.. showing that I sent call in checks when I never had these bank accounts.
  When I call in pay my bill , I was transferred to a person by the name of Joshua. The number # ********* for proof that it was paid. The account that I gave, they took the money out my Truist bank account, then said they did not get it. They turned off my services, and I had to pay over $600. To receive the service back. My bank followed up on it returned my money to my account. Every month my bill goes up without any changes that I approved. I live alone, I am a senior citizen.
  Last month, my bill was $303.96, by error I paid$303.46 on the day it was due.They charged me $10.00 for late charges.
  This month, my bill is $633.75, without any changes in my service authorized by me. I tried calling, no one is addressing the problem. They are rude and insulting.
  I did pay the $633.75 to avoid the disconnect. I would like someone to follow up with this.
  I am a senior, and feel as if I am been taken advantage of.
  I do not know how to show that they took the money out of my account since it’s all electronically done.
  I am sending the copies of the actual receipt when I went in the office to dispute the charges and paid them so that my service will return.

  Business Response

  Date: 07/29/2022

  
  
  

  In response to the complaint, the customer was advised that
  there was a payment made on May 23^rd, 2022, for $303.46. The payment
  was processed with a new payment method that was stored online. The payment was
  rejected by the bank for invalid account number being used. The bank was not
  able to locate an account that matched the information sent to process the
  payment. The bank should have no record of the payment, and nothing will show
  on her account. If she has proof that the payment did indeed process, she was
  advised to discuss the matter with her financial institution. The customer was
  also advised that a payment confirmation is not a confirmation that the
  information is correct or that the payment processed to her bank. It is just
  that we have accepted the payment assuming that the information is correct, but
  in this case, it was not, and the bank rejected it. There is no over payment on
  this account because the payment never processed and there is no refund due at
  this time. The account balance is correct. The customer has our direct contact
  information should she need further assistance.

  Customer Answer

  Date: 08/01/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here] The response that Altice gave is a lie.

  I have 2 banks that I have a checking account with and none of them have any number associated with what they have alleged.

  2) I never payed on line, I always called it in. The money was taken out of the account that I called in , and I have the bank statement to show that it was never returned, but was paid out on May 23, 2022.

  3) When i spoke to the representative by the name of Shane, he stated that someone paid  the account on line using my ID. There is no one else to use it, besides that they would have to have access to my password to get into my account

  4) The confirmation # that the company is referring about, was from the account that they took the money from $303.46

  5) Even if what they are saying is true, that 2 different payment came in on the same day, one with the account that i always use with them(and that is absolutely fault),on the same day   why would they charge me again

   

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 08/03/2022

  In response to the complaint, the customer was asked to provide proof of May 2022’s payment and on August 2, 2022, the customer advised Optimum that she considered the problem resolved after checking her records.  Our direct contact information was provided should further assistance be required

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9, 2022 White House issued press release in which Administration announced that it has secured commitments from 20 leading internet providers to offer ACP-eligible households a high-speed internet plan for no more than $30 per month. Eligible families who pair their ACP benefit with one of these plans can receive high-speed internet at no cost. White House provided full list of internet providers, Altice (Optimum and Suddenlink) is one of 20 providers. Furthermore, Optimum posted about that deal on their website optimum.com/affordable-connectivity-program. The following information stated on their website: "I’m a
  current Optimum Internet customer. Are there any special offers for ACP eligible customers? Yes, all Optimum customers with current Internet service who have qualified for ACP can call us at ###-###-#### and ask for the “ACP FREE OFFER”. In "FAQs about the Program" they state that "This offer can be applied to an existing Optimum Internet service at any time during the duration of the program. If you’re a current Optimum Internet customer, Optimum Online (300 Mbps) is fully covered by the Affordable Connectivity Program credit." I called ###-###-#### more than a dozen times since June 13, 2022 to request this ACP FREE OFFER and they keep lying to me stating that this offer only for new customers. New customers receive absolutely different offer which is FIBER internet and includes HBO for 3 months and $50 gift card. Altice (Optimum and Suddenlink) lied to Biden-Harris Administration about their secured commitment to offer ACP-eligible households a high-speed internet plan for no more than $30 per month, i have been receiving ACP credit since March 1; ACP credit is NOT ACP free offer. It seems that Altice /Optimum decided to continue to charge existing customers higher rates for the same services and discriminate low income families.

  Business Response

  Date: 08/03/2022

  
  
  

  In response to the complaint, Optimum spoke with the customer on July
  27, 2020, to acknowledge receipt of the complaint and apologize for any poor
  experience they encountered.  Optimum
  clarified that the $39.99 introductory rate for internet with
  the 300Mbps internet speed tier advertised online is for new customers
  only.  The customer receives a 12-month
  $55.00 credit promotion towards the internet service with the 300 Mbps speed
  tier.  The monthly rate is $68.49 before
  taxes, and the $30.00 per month ACP credit is applied to her subscription.  Optimum attempted to speak to the customer on
  August 3, 2022, and a voice message was left requesting a return call.  Optimum’s 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. 

• Initial Complaint

  Date:07/21/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  in January of 2022 i was charged over $1,800.00 for internet service which was an error on optimum cable (altice). i called the company several times to have them adjust my bill, and there was always an excuse and they would shut my service off. as of april 2022, they charged me 1,800. 00 for voice mail service. and since then countless amounts of phone calls on hold for 45 mins each time with no resolution. as of today there is still no resolution to my bill and the charges. i provided a copy of the bill.
  please help this situation
  thank you ******* *******
  My bill as of 07/07/22
  Account number
  ***************** Service for
  ******* *******
  ** ********* ** **** ******** ** ********** Monthly statement
  Billing period
  07/08 - 08/07
  Due date
  Jul 22, 2022
  Amount
  $249.35
  Unpaid balance past due - please pay now $1,879.58
  Statement total including past due
  Account summary
  Includes payments received by 07/05/22
  Any payments and other activities after this date will be on the next bill.
  Previous balance and payments
  Balance last statement$2,161.52
  Payment(s) - Thank you-$273.65Previous balance due$1,887.87
  New bill activity
  Current monthly charges and credits
  (Includes credits and adjustments since last statement)
  $232.56
  Total taxes and fees$8.50Your Monthly Savings = $71.00Account detailsBalance last statement$2,161.52
  Previous balance due (See account summary)$1,887.87
  Payments
  06/13
  Credit Card Pymt
  -$273.65
  Total payments-$273.65
  Partial month activity
  06/28 - 07/07
  Internet Credit
  -$3.33
  06/29 - 07/07
  Network
  Enhancement Fee
  -$1.05
  Total partial month activity-$4.38
  One time activity
  06/23
  Late Fee
  $10.00
  Total one time activity$10.00
  Internet
  07/08 - 08/07
  Optimum Online
  (Incl. FREE unlimited access to Optimum WiFi)
  $89.99
  07/08 - 08/07
  1 Modem
  Rental Fee(s) (At $10.00 each)
  $10.00
  07/08 - 08/07
  Smart Router
  $0.00
  07/08 - 08/07
  Internet Credit
  Effective until 07/07/2023
  -$42.50
  Total Internet$57.49
  TV
  07/08 - 08/07
  Optimum Select
  $130.00
  07/08 - 08/07
  3 Cable

• Initial Complaint

  Date:07/20/2022

  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.

  They called literally to tell me they have done nothing about correcting their issue. I demand a full refund of every cent I've paid since I got the gig speed upgrade. There is no excuse for my services to go down every day. Especially when the ads all say fast and reliable internet services

  Business Response

  Date: 08/02/2022

  In the complaint, the customer was concerned that his
  Optimum internet service was experiencing slow and intermittent service issues.
  In response to the complaint, Optimum spoke to the customer on July 20^th,
  2022, to acknowledge receipt of his complaint and apologize for his slow and intermittent
  internet service issues. On August 1^st,2022, Optimum was able to repair
  the customer’s internet service issues, and Optimum issued a total credit for $325.75.
    The customer has our direct contact
  information if any further assistance is needed.

• Initial Complaint

  Date:07/19/2022

  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.

  Hello, I have a few issues, going back to 11-25-2021, with Alltice (Optimum) cable provider that I cannot get resolved. I am hung up on, on the telephone (they say disconnected), told there are scheduling problems and I will get a call back and told my account will be credited or refunded (which never happened)! It is frustrating and aggravating that a corporation is able to act that way.
  From 11-2021 to 2-22 my internet was intermittent off and on. I would make calls, have the modem and router refreshed and reset to intermittent form again. After 5 calls and resets (refreshes) I was told I need new equipment. I asked for service outage refunds and was told my bill would be credited (which never happened). I got home with new equipment (router and modem) from the Optimum store on ********** ***** *********** **, only to find out the modem didn't have a power cable. I went back got the modem power cable ONLY TO HAVE INTERMITTENT (on and off) INTERNET STILL, after activation! I called the support group again and the problem was finally resolved but still I haven't received any refund or credit for that!
  Last August I received a notice that Optimum would be converting to digital transmission and I would need a cable set top box to continue receiving TV. I didn't want a set top box so I didn't call to get one. FOR OVER A YEAR I AM BEING BILLED FOR TV FROM OPTIMUM! i don't have a set top box so I cannot watch Optimum TV. I've been promised credits, refunds and upgrades which never happened. Once again I get hung up on, disconnected and told I will get a call back. I never get any credit, refund or call back, in fact the Optimum Cable resolution specialist says it is my fault I should've got a set top box. I told her I DON'T WANT Optimum TV nor a set top box, ONLY A REFUND FOR NO TV AND INTERMITTENT INTERNET FROM 11-2021 to 3-2022.
  I am including attachments for the Optimum bills, resolution specialist e-mail and digital TV transmission conversion.

  Business Response

  Date: 07/25/2022

  In response to the complaint, we found that the customer
  called in on September 23^rd, 2021 requesting information on the TV
  he was paying for without having any cable boxes. He was then advised by our
  representative that he still had the option of watching TV, via the Optimum
  App. He was also given pricing options on his internet and television package
  if he wanted to remove TV service. He advised that he would think about it and
  call back. Based on the information from the call mentioned, we are unable to
  accommodate the request for credit. A follow up to discuss the above was made
  on July 25^th, 2022 but we were not successful. Our direct contact
  information was provided should further assistance be required.

• Initial Complaint

  Date:07/18/2022

  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 have not had email service since June 6th. I called and explained the problem. I was told it would take 2 weeks to repair. I waited but no results. I called back. I was told it would take 3 hours and they would call me afterwards. Ten hours later, I received a sales call from Optimum wanted to increase my Bill with new equipment. I placed a third call and ask for my service or I would file a complaint. Someone tried to help but could not. He said oops I think your email was deleted and he could not restore it. I called again. Supposedly a work order was issued but no change. I want my email back. It is part of the service I am paying for. Please help.

  Business Response

  Date: 07/20/2022

  In response to the complaint, Suddenlink attempted to reach the customer on July 18, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. Suddenlink informed the customer due to the lack of use over a 90-day period the email was deleted. Once an email is deleted Suddenlink is unable to recover that email. The customer has our direct contact information should any further assistance be required. We remain available should any further assistance be required.

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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 going out . I have to reboot the box several times a day.

  Business Response

  Date: 07/20/2022

  In response to the complaint, Suddenlink spoke with the customer on July 18, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. Suddenlink field team were showing outside impairments but have since then been repaired. It was confirmed with the customer that their services are more consistent. A verified credit has been applied to the customers account for the service issues they were experiencing. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:07/18/2022

  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.

  6-10-22 my husband called to switch the cable to our new house. They told us it would be a week before they could send someone to set it up. Our first visit got cancelled but the tech still showed up. He couldn’t do the job so they rescheduled for a week later. When the tech came he put 2 boxes in and said that we needed a truck to put the 3rd in. We then had to schedule that one. We got a date of about 6/25ish. When the tech came he came with our WiFi enhancer but no truck. So to date the 3 box using hooked up and I still don’t have the WiFi adapter because he wouldn’t leave it. I tried to cancel cable completely but because I’m the wife of **** ******* and the bill isn’t under my name they won’t cancel it. There has been no contact with optimum to finish the job and I’m already getting billed. This company is terrible and doesn’t care. I want this issue resolved asap!

  Business Response

  Date: 07/23/2022

  In response to the complaint, Optimum spoke with the customer on July 18, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. On July 23, 2022, Optimum successfully installed the cable box and xtender. The customer was not charged for this technician visit. The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 07/23/2022

  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]when the technician came today he was very professional. He said that he was changing the wires outside the house because the signal was so poor. I feel I should not have to had paid for the past months service that I didn’t even have everything working properly.  

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/25/2022

  In response to the complaint, Optimum spoke with the customer on July 25, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. The customer was advised there were no reports made for poor services. The customer was informed we base our service credits on reported issues. The customer was not being charged for the extender or the cable box before July 23, 2022. The customer has our direct contact information should any further assistance be required.

  Customer Answer

  Date: 07/25/2022

  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,
  
  
  
  ****** *******