Cable TVs
Altice USAThis business is NOT BBB Accredited.
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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
Customer Complaints Summary
- 5,900 total complaints in the last 3 years.
- 1,729 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2022
Type:Service or Repair IssuesStatus: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 June 22, 2022, an Optimum technician drilled through our glass window and broke the glass while drilling a hole in our window frame. They sent a contracted supervisor who said he will get his “friend” to fix it. When I asked what company he works for he said he did not work for a window company. He broke the window further and attempted to replace the glass, but it and it was poorly fixed and they did not fix the frame. Now when it rains, water comes in and the hole in the frame leaves us vulnerable to bugs and animals coming in. Every time I try to speak to customer service they tell me a supervisor will reach out in 24-72 hours but they never reach out. I have called and messaged many times with no resolution. I have been hung up on on multiple occasions. I would like a reputable company to fix this or be reimbursed for the installation and a new window. This is property damage and I have dealt with worse customer service in my life.Initial Complaint
Date:07/16/2022
Type:Service or Repair IssuesStatus: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 08 July 2022, I went to the Suddenlink office located at *********************************************************************************; purpose of visit was to cancel internet service and turn in equipment due to active duty military move to another state. Upon turning equipment in, I received an email confirmation showing equipment was turned in for service cancellation. On 16 July, I logged into account and noticed that my service has never been cancelled and was still active. I called into Suddenlink number and was told that they can see where I turned in equipment and note on account about cancellation. However, it wasnt actually submitted or Suddenlink didnt action the request so only as of 16 July, have they started my disconnect. Was told it would not take effect until 08 August and that I would have to pay for the month of service even though Suddenlink and this office are at fault for not doing their jobs and I am no longer in the state in which the service was active as I have already moved.Business Response
Date: 07/20/2022
In response to the complaint, we were able to verify the reason for the customers disconnection. This reason constitutes as an exception to our Voluntary Disconnect Policy and as such, we are able to fulfill the customers request to disconnect their services effective July 8th,2022. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 07/20/2022
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.However, the company needs to reevaluate customers being required to pay a full months service if they cancel within that month. Their service isnt arrears (pay for what you used) but billed in advance (month ahead). To have to pay an entire month when service is disconnected two days into new cycle due to military move is terrible company policy. Leads customers to not recommend the company. Spectrum, Time Warner, others do not have that policy.
Sincerely,
***************************
Initial Complaint
Date:07/15/2022
Type:Service or Repair IssuesStatus: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 ******** ****** and my bill was due at the beginning of July. Ok fine, we was hit with a Tornado last week and it’s wrecked havoc on my life. We have a state of emergency due to this currently in Ohio. Anyway, it delayed me to where I can’t pay my bill until july 20th. Which is fine ACCORDING TO THEIR SITE.
Their site states:
After 32 days of nonpayment of your monthly
bill, you'll experience a service interruption.
You won't be able to make calls, send or
receive text messages or access data on the
******** ****** network
If your account balance remains unpaid, your
service will be suspended after 62 days. You
won't be able to make or receive calls and text
messages, or use data. If you have a Protection
Plan for your device(s), it will be canceled and
can't be reinstated.
After 90 days, your ******** ****** service
will be disconnected.
SO, either the site is lying or the associates are lying. Someone is wrong here and I feel super deceived. I just oils just like my services reinstated and be charged no late fees and also not be charged for this week of service since I won’t have any service for the next 5 days. It’s not really fair to pin this in a customer from your companies negligence on updating your website. This has been on there for months. there is no excuse.
Either reinstate my service or deduct the late fees and the 5 days of my bill from my mobile service. Oh and the 2 days from the tornado issue since I didn’t have any phone service for 2 full days. Same with my internet.
It’s just absurd at this point and if you all don’t rectify this, I will seek out a lawyer for it because I’m tired of this run around.Initial Complaint
Date:07/15/2022
Type:Service or Repair IssuesStatus: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.
To whom it may concern:
My grandparents ****** and ****** ****** are 82 years old.
I called optimum over 5 times regarding the Affordable Connectivity Program that I have filled out the application for 2 times now with my grandma 3 months ago.
Optimum keeps telling me to call Affordable Connectivity Program but they said that I need to talk to optimum.
My grandparents do not speak english and are super stressed out about this and it is affecting their mental health being in collections for a past due amount $73.78 with a total debt of $157.79.
They weren't supposed to be paying that since their income is $300 per person for the month.
The reps at optimum have no idea about what they are talking about and I have spent over 7 hours on hold and on phone with them without a resolution.
Please help me with this matter. I work so this is putting a strain on them and myself to say the least.
With the Affordable Connectivity Program they are only supposed to be paying $30 a month so this billing needs to be adjusted asap.
Phone number associated with their account is ###-###-####.Business Response
Date: 07/23/2022
In response to the
complaint, Optimum attempted to speak
with the customer on July 18, 2022, to acknowledge receipt of the complaint and
apologize for any poor experience he encountered but received no response. We
sent the customer instructions on how to apply to the program and contact
information to contact us to assist with getting registered with the program. Optimum’s attempts to reach the
customer were unsuccessful; however, voicemails and e-mails were sent, which
provided our direct contact information should further assistance be required.Initial Complaint
Date:07/15/2022
Type:Service or Repair IssuesStatus: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 has not refunded me $125.54 for a bill that I had already paid with when they were in transition from ****** ********* to Optimum, nor has reimbursed me $10.50 for the late fees that were attached to my account when I had already paid my bill. Every time I spoke with a manager and customer service representative, they lied by saying that they were going to look into it and get back to me, but they never did. They also never attempted to try to resolve the issue nor do the necessary research. This company has poor customer service and shows no accountability for their mistakes. I have outreached to the Attorney General with my complaint and Optimum has not replied. This is not a good company and I am still seeking to get my refund back as well as late fees that were charged per their mistake. I am speaking with the Attorney General on next steps about the situation.Business Response
Date: 07/29/2022
In the
complaint, the customer stated they did not receive a refund for a payment they
submitted.In response to the complaint, Optimum contacted the customer on
July 15, 2022. The customer stated they made the payment to ****** *********
and was charged again by Optimum.According to our investigation,
The customer’s November 2021 payment did not post to the account. Therefore,
the payment she submitted in December applied to the November statement.On July 26, 2022, we contacted the customer and advised the ****** ********* migration was completed on October 21, 2021, and we were able to see
all the payments submitted to the account except for the November payment. We
advised the customer if this is an error to please provide proof of payment and
we would update the account.The customer has our direct contact information should any further
assistance be required.Initial Complaint
Date:07/14/2022
Type:Order IssuesStatus: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.
This is a continuation of claim #********. Altice turned my cable off again. They contacted me and we discussed my options with ******* ***** from Altice. Thru my own efforts, I was able to get the cable to work. I asked him via email to leave the new altice one cable setup for now as it was very difficult to change all my Wi-Fi components and that was very time consuming. I came home from work and my cable was turned off again. I was lied to again! Now I have no cable again with a sick child. Day 3. Altice has a monopoly in ***** ** and they are treating me like a monopolistic company does. Please help me.Business Response
Date: 07/27/2022
In response to the complaint, Optimum
spoke with the customer on July 13, 2022, to acknowledge receipt of the
complaint and apologized for any poor experience they encountered. On July 17,
2022, we successfully upgraded the customer’s equipment and connection to
fiber, which has resolved the customer’s service issues. We also proactively
issued a credit of $27.73 to the customer’s account for the days they were out
of service; this was in addition to a previous loyalty credit of $50.00 already
applied to the customer’s account by our retention department.Initial Complaint
Date:07/14/2022
Type:Service or Repair IssuesStatus: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.
We are without internet as there is no signal coming to our house from the street. Outside panel as OPT IN light off, indicating no fiber signal is coming.
Suddenlink support did not understand the issue and scheduled a normal technician and I have to wait for almost a week without internet.
Suddenlink support asked me to reboot the modem and I did follow it although knowing the modem is not an issue.
It should be an infrastructure technician that should come, I told them and they ignored me.
Please, could you help addressing this issue with corporate as with normal support I was not able to succeed.Business Response
Date: 07/23/2022
In response to the complaint, Suddenlink
spoke with the customer on July 15, 2022, to acknowledge receipt of the
complaint and apologized for any poor experience they encountered. Suddenlink scheduled
a services technician for July 18, 2022, to repair the customer's services. During
that appointment, the fiber connection was not properly spliced, causing the
customer's speeds to be less than 10mbps of the customer's 1Gig services plan.
On July 22, 2022, the customer fiber connection was re-spliced, and the
customer's internet speed was restored. The customer was issued a downtime
credit from July 14-July 22, 2022, for $11.60. The customer has our direct
contact information should any further assistance be required.Initial Complaint
Date:07/14/2022
Type:Customer Service IssuesStatus: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 contact Suddenlink on July 5th @11:15a via chat. I chatted with someone off and on for 2 hours only to get no where. So I called later that day and was assured by someone named **** that I would receive a call back the next day by 3:00pm Eastern time which never happened. My services were disconnected because someone got into my bank account and took out money that wasn't authorized which caused my suddenlink payment to be returned, this happened in April. Because my finances were all messed up due to this I couldn't afford to pay the **** because the money that I had put aside was taken out of my account. So near the end of May the services were disconnected for non payment. I was finally able to get my account back on track and I paid the **** and I requested a waiver for the returned check fee(s) and late fee(s) because I wasn't aware of what happened until after the fact. I was told they couldn't do anything. That account number is ***************. Now when I look at the **** I am showing a credit of $147.74. I want my money refunded. Also I reestablished the service on July 8th and requested only ******************* Well a modem was connected without my permission and my television service isn't working and I can't get any help when I call customer service or us live chat. I want this modem removed from my premises immediately and I want the service that I am paying for also for my trouble I want a month of service at no charge, And for the agent that ordered me a modem I would like some corrective action this is considered cramming/slamming and that is an illegal act. I have been more than patient but I have no other choice no one will help me. So maybe if you contact them they will help you. Because I don't understand that well I give you permission to contact my niece her number is ************ her name is ********. I want this modem removed by 5p tomorrow. Thank youBusiness Response
Date: 07/19/2022
In response to the complaint, Suddenlink attempted to speak with the customer on July 14, 2022, to acknowledge receipt of the complaint and apologize for any poor experience they encountered. On July 16, 2022, we spoke to the customer and found they did not subscribe to the necessary cable package to receive the channels they needed. We upgraded their cable to the required tier and, as a courtesy, waived a return check fee they incurred. The customer has our direct contact information should any further assistance be required.
Customer Answer
Date: 07/20/2022
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:The reason that I am rejecting the response of Sudden link is that prior to this we had the Value package and the **** was around $103.00 per month. Now Suddenlink wants me to have the internet and the Value package and the **** is still more than it was. We don't need the internet we don't have a computer. All I want is the value package for the same price that I was paying in April 2022.
Thank you
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 07/27/2022
In response to the complaint, Suddenlink attempted to speak with the customer on July 20, 2020, to acknowledge receipt of their rebuttal and apologize for any poor experience they encountered. Our findings have revealed that at one point, the customer only had cable service with a promotion; however, this was a grandfathered promotion we no longer offer. When the customers account was disconnected for non-payment, they lost the ability to subscribe to this type of promotion. The customers current rate is the best rate we can offer for the level of service they subscribe to.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:07/13/2022
Type:Service or Repair IssuesStatus: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 an issue with optimum, charging me more of what was offered, they also offered me a $50 for not canceling the service with them but now they refuse to honor the credit. They are telling me it was never offered to me. Calling them and being transferred over and over, agents are so rude as well.Business Response
Date: 07/27/2022
In response to the complaint, Optimum contacted the customer on
July 14, 2022.According to our investigation,
On July 14, 2022, the new monthly rate was the amount they were
offered. We advised the customer they had a balance from their previous account,
which was why the billing statement was higher. In addition, the customer did
not meet the gift card eligibility. The account must be in good standing
throughout the first 90 days, meaning there can be no late, missed or returned
payments throughout the first 90 days following the installation
assistance be required.Initial Complaint
Date:07/13/2022
Type:Service or Repair IssuesStatus: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.
I was never given the price quoted when I started services over a year ago. I was literally told incorrect info to get a sale. I was given incorrect equipment that didn't work for my area. 3 technician in less than 30 days. Never received promotion gift cards as promised. Horrible service outages for tv and internet. Even worse customer service. Charged late fees after the bill was paid. They acknowledged it was their fault but said they couldn't correct the error and refused to credit the account. Currently have no working service. Tv or internet. Technician arrives after a 5hour wait to say there is nothing he can do and leaves with no resolve no additional tech scheduled or anything. Now today they give me an 10hours window of time to wait for a tech to arrive. Because there are limited options for service they charge you what they want with no explanation for the charges. Talk to you like you are less than an animal. Lie to you. Refuse to give you contact information for headquarters. I'm not the only person experiencing issues. I went to social media and everyone in the area is experiencing the same issues. Even one of their technician expressed disgust and another tried to get a date and asked to return to my home for a beer or drink at another time.Business Response
Date: 07/28/2022
In response to the complaint, Suddenlink spoke with the customer on
July 13, 2022, to acknowledge receipt of the complaint and apologize for any
poor experience he encountered. We had a gift card reissued on July 21, 2022,
and mailed to the billing address listed. We reached out to our field services
team, who reported that the technical issue was resolved on July 28, 2022. $48.73
was credited to the account for the missing channels issue. The customer has
our contact information should any further assistance be required.Customer Answer
Date: 07/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is simisatisfactory to me and the matter of outages is still being worked on. A technicianwas at my home on today and will check back with me tomorrowto see if the matter of outages and poor signals have been resolved.
Sincerely,
****** *******
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