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

  685 Broadway Bayonne, NJ 07002

• 

  Optimum

  3710 Main St (walk-in Center) Bridgeport, CT 06606

• 

  Altice USA

  536 North Broad Street Elizabeth, NJ 07208

• 

  Suddenlink Communications/Altice USA

  1001 Cooktown Rd Ruston, LA 71270-3113

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:07/13/2022

  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.

  Company has consistently overcharged for service and made incentives available which were never provided. The time spent in trying to resolve the issues has been extreme and costly, and for six months has been unsuccessful.

  Business Response

  Date: 07/15/2022

  In response to the complaint, Suddenlink spoke with the customer on July 15, 2022, to acknowledge receipt of the complaint and apologize for their poor experience. Suddenlink investigated the customers concerns and found past due balances on the account with the new monthly charges. The amount due on the account is correct. 

• Initial Complaint

  Date:07/12/2022

  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 had problems with my cable for months. They have came out several times with no resolution. They were supposed to come last week but said I wasn’t home. I was. They were supposed to come today but said I wasn’t home. I was. The agent told me they’d come back out tomorrow but now the appointment is for the 18th. He was supposed to call me back and didn’t. The chat line is of no help. They just tell you sorry and cut you off. I asked to speak to a manager and was told there wasn’t one. I am paying for a service I’m not getting. Customer service is horrible. I’m fed up with this company! I want a tech to come out today or tomorrow!

  Business Response

  Date: 07/30/2022

  In response to the complaint, Suddenlink spoke with the customer on July 13, 2022, to acknowledge receipt of the complaint and apologized for the poor experience they encountered. A trouble call was ordered to address the channel issues the customer was having. A trouble call was set for July 28, 2022, but was canceled before the technician arrived. Suddenlink’s attempts to reach the customer were unsuccessful; however, emails and voicemails were sent regarding this matter. The customer has our direct contact information should any further assistance be required.

• Initial Complaint

  Date:07/11/2022

  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.

  July 6th I had lost internet service. I spoke with a tech that day and had thought I resolved the issue.
  July 7th I called again to schedule a tech appointment since the issue was with the cabling outside of my home. I was *required* to be home for the appointment, so the date had to be delayed to to my working.
  July 9th the tech arrives to my house and checks the wall cable, stating the obvious that I have no signal coming in. The tech then proceeds to the box mounted outside and cuts the lid open, dropping it in my yard and leaving the wires exposed. The tech then locates the tap, stating that there is no power and that they are not able to fix it, but that it should be done within the day. The tech then escalates the work order and leaves.
  July 10/11 I call when I arrive home to ask the phone techs why my internet hasn't been fixed. Each time I speak with them, the window for a repair is constantly extended. The initial tech said 24 hours. The second, 24-48. Today on July 11th, the phone tech stated 24-72.
  Each day I get more excuses as to why it's not done and there is no actual scheduled date for repair, and I have no idea why a tech would resort to destroying property and leaving a mess.

  Customer Answer

  Date: 07/12/2022

  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:07/11/2022

  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.

  For the last 3 months we have had service interruptions daily. Sometimes 2 to 3 times daily. The service interruptions last anywhere between an hour to 5 hours. We have filed complaints with the FCC and have gotten nowhere. We have told Suddenlink we have talked to the higher-ups at Suddenlink and still nothing is being done about it. They have sent three different technicians here in which has not solved the issue. I have spoken to neighbors who also has Suddenlink internet and they are having the same issues. We have telephone, internet and TV through them. Their rates keep going up and their service going down and they will not fix the issues. We should not have this many interruptions on a daily basis. Something needs to be done.

  Business Response

  Date: 07/26/2022

  
  
  

  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. A service visit was completed on July 18,
  2022, where the technician replaced the outside drop wire and repaired inside
  wiring to correct the signal coming into the house. Suddenlink spoke to the
  customer on July 19, 2022, and confirmed the service was working properly. A
  credit of $105.74 was issued on July 19, 2022, for the service interruption.
  The customer has our direct contact information should any further assistance
  be required.

  
  
  

   

  Customer Answer

  Date: 07/27/2022

  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:
  

  
  

  Suddenlink did issue the SMALL credit in which I have yet to see but maybe it will be on our August statement.  Suddenlink did not change any wiring in our home, they only fixed a tap on the outside. HOWEVER, fixing that tap on the outside seems to have fixed the issue.  We were down for months off and on every day and had to go through 4 different service men and they only issues a little credit which is a joke! 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 08/08/2022

  In response to the complaint, Optimum spoke with the customer on July 28, 2022, to acknowledge receipt of the complaint and apologized for any poor experience they encountered. Optimum advised the credit had been issued to the account in the middle of the current bill cycle and would be seen on the next generated bill. Optimum offered the customer an increased credit within their current promotion to bring the bill to a lower monthly rate, which was accepted. The customer has our direct contact information should any further assistance be required. 

• Initial Complaint

  Date:07/11/2022

  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.

  We noticed we could not send email on June 20, 2022. We started calling technical support for Suddenlink on June 22nd to let them know. We could receive email, but could not send email either online at Suddenlink nor through our email client. He did some troubleshooting and then made a work order. Said they would call with an update. Never got a call.
  Called again 7/1 - Still no resolution
  Called again 7/1 - Rather than wait on hold, we requested a call back. The call never came.
  Called again 7/4 - Tried to get online email, but it said "There was a problem with your request. Please try again later." I tried for 4 days thinking maybe they were doing something with the server to correct the issues.
  Called again 7/8 - We spent almost the entire afternoon trying to resolve this issue. Still no resolution. She said she would try some updates and call back within the next half hour. Never got a call.
  We have been keeping a detailed log of every call and time taken to resolve this issue. It has consumed way too much time, and we would just like this resolved. Every time we call, there seems to be a different excuse.

  Business Response

  Date: 07/19/2022

  In response to the complaint, Suddenlink reached out to *** ****** on July 11, 2022, to acknowledge receipt of his complaint and apologize for the e-mail issues. On July 19, 2022, Suddenlink reached out to *** ****** and verified that his e-mail had been working since July 8, 2022, when Suddenlink troubleshot the e-mail issues. *** ****** has our direct contact information if further assistance is required.

• Initial Complaint

  Date:07/10/2022

  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.

  Cable service went out Feb 2022. Called and tech came out two weeks later. Found the issue was at the pole not in the house. Said he referred to higher up to get a pole tech out. After over a week of no call from Suddenlink called them (overseas call center). Tech came out, never came in house left after about 1-1/2 hrs. Came back a day or two later said going to run cable from across the street to the pole. Ran over 300ft of cable from across the street, through a creek and made a temp connection at the pole. He never came to the house to see if we had service. Could only watch maybe 2 channels. Called them back. After over two more weeks another tech came. Spent 3 hours in house (i kept telling him the issue was outside). I actually took a tv outside and we connected to the line coming from the pole. He said yes problem was at the pole. He said he notified his supervisor and i would get a call back to get it fixed. Noone ever called. I called them and after hours of multiple calls and transferred said a team would be here April 11, 2022. I was so frustrated as we have been streaming shows since Feb 2022 because we have had no service. They sent me a bill for $258.19 for 4/7/2022-6/6/2022 (after the service was supposed to be disconnected. May 2022 i received a letter from a collection agency saying I owed Suddenlink $318.19. I paid this as to not affect my credit. Immediately called Suddenlink and they said i would get a refund in 7-14 days. It has been four weeks. I cannot reach anyone in the U.S. I have lost over $1800 in income to be home for them to not fix the issue (also hours on the phone and the stress and anxiety of it all which is bad for a retired military member who suffers from severe PTSD and anxieties). I can get nothing resolved through them.

  Business Response

  Date: 07/21/2022

  In response to the complaint, Suddenlink
  spoke with the customer on July 11, 2022, to acknowledge receipt of the
  complaint and apologized for any poor experience they encountered. On February 25,
  2022, the customer started to report issues with TV services. After failing to
  resolve the customer services concerns, a disconnection was requested on April
  1, 2022, and completed on April 7, 2022. During the repair process, the customer
  was billed for TV services each month till disconnection was processed. The customer
  requested credit for the downtime between February 25-April, 7, 2022. During each
  billing period, the customer payments were processed via auto pay and then
  later disputed with the customer's bank as a result of wanting credit for the
  downtime of services not rendered. Suddenlink has applied a total credit of
  $318.19 for downtime and return check fees, which will be refunded to the customer
  in the form of a pre-paid debit card. The customer has our direct contact
  information should any further assistance be required.

  
  
  

   

  
  
  

   

• Initial Complaint

  Date:07/10/2022

  Type:Product 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.

  Was told (and have email confirmation) that my monthly plan is $39.99. However, the following are the charges that I was charged with.
  5/06/22 $40.88
  06/05/22 $55.88
  07/06/22 $49.87
  
  I want a total refund of $26.66

  Business Response

  Date: 07/23/2022

  In the complaint, the customer states she was incorrectly charged and is requesting a refund.

  In response to the complaint, on July 12,2022 Optimum spoke with the customer and advised she was charged correctly. The March statement showed a charge of $39.99 for a payment that was returned. The customer was informed that the full payment was not made on the account each month so a $14.99 balance would carry over. Our direct contact information was provided should 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   About the $14.99 you are correct. What about the $39.99 I was charged the first month? I was supposed to be charged about $10 and was charged additional $39.99 because your system didn't accept payment over the phone. I tried 3 times.

   

   

   

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

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

  Business Response

  Date: 08/06/2022

  receipt of the complaint and apologize for any poor experience they encountered.

  On July 29, 2022, the customer stated now was not a good time to talk and requested we call her back in a week.

  On March 18, 2022, the customer was charged the bank authentication error of $39.99 because we could not process the payment as there was an error with the banking information provided.

  Customer Answer

  Date: 08/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Hi,
  
  Please be advised that my claim was resolved.
  
  Thank you.
   
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2022

  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.

  Suddenlink technical department turned off our home internet and cable tv services without notice on 07/06/2022 at approximately 12pm, There was reported "noise" on the cable/internet service lines and they chose our home to be turned off, we were later told. Service was only partially restored (cable tv only) on 07/07/2022 around 4:30pm and a contracting tech told us the physical line had been cut way upon the utility pole, which we later found out was false. On 07/09/2022 a tech showed up at our home for a "well check" and honestly explained that a service tech failed to send a restore service notice to the department after discovering the "noise" on the cable lines, and should have knocked on our door to tell us of the issue before terminating service, but did not. This is a substantial problem because my wife and I both work from home and require access to internet services to earn our living. I am a veteran and my wife is a licensed therapist servicing active military and veteran service members and their extended family through tele-health services. We both lost almost 2 days worth of work and income earnings. This is also the 4th time in 2 years we have been cut off of these services, 3 times for similar reason and 1 time because a tech went to our address to terminate services and had the wrong address. We have been customers for over 20 years and remain in good standing, they have our phone number and could have made contact that way to notify or request the opportunity to clear the lines.

  Business Response

  Date: 07/19/2022

  
  
  

  In response to the complaint, Suddenlink spoke with
  the customer on July 11, 2022, to acknowledge receipt of the complaint and
  apologized for the poor experience they encountered.

  
  
  

  A service visit was completed on July 7, 2022, where
  the technician repaired the service drop to resolve the problem. On July 18,
  2022, Suddenlink followed up with the customer who confirmed all services are
  working. A $16.17 credit was applied to the account for the verified service
  interruption. The customer has our direct contact information should any
  further assistance be required.

  Customer Answer

  Date: 07/21/2022

  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 customer service representative, Randy Sewdial,  was unwilling to consider any of the resolutions we requested. He was only willing to offer $16.17 credit and did not explain how that level of credit was determined. Considering we were out of services for 1.5 days, that rate seems very minimal. The fact that our household works virtually and requires reliable cable/internet services, that we lost pay because we could not work, we have been customers for over 20 years and this disconnection issue has happened four times in 2 years, suddenlink/Altice should be able to offer better compensation. We also requested our client account to be flagged as important that various personal contact attempts (phone call/knock on the door, etc.) be done before a scheduled disconnect or disruption due to the fact that our family works from home was not even considered as well. This company did not offer anything that seems fair in addressing the issues in this complaint.

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 08/10/2022

  In response to the rebuttal, Optimum contacted the
  customer on August 3, 2022, to acknowledge receipt of the complaint and
  apologize for his poor experience.

  
  
  

  We explained that a $16.17 credit was applied as
  compensation for two days’ loss of service from 7/6/22 -7/7/22. These
  adjustments will be reflected in the next bill.  The customer requested
  compensation for loss of wages; however, as indicated in our terms of service found
  on *********************************************************,
  we are not liable for consequential losses or damages.

  
  
  

  Optimum engaged its Field Service team to
  address TV pixilation, where a service visit was completed on August 1, 2022,
  to resolve the issue. Our team followed up with the customer on August 8, 2022,
  and they confirmed that they are not having any service issues.

  
  
  

  A $29.41 credit was applied to their account for the
  verified service interruption from 7/18/22 – 8/1/22. We remain available should the
  customer require any further assistance regarding this matter.

  
  
  

   

  
  
  

   

  Customer Answer

  Date: 08/11/2022

  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 agency sent verification of their policy and within the policy it indicates that we as customers understand that compensation,etc. can not be offerned unless proven negligence on Suddenlink/Altice/Optimum's part. Suddenlink (provider at the time) was negligent. A technician came to our home and without notice attempt (knocking on the door,calling,etc), purposefully turned off our services and by negligently NOT scheduling services to be restored after the "noise" element was serviced, left us without service for 2 days. Negligence is a huge part of this complaint and falls under the policy guidelines taht Suddenlink is relying on for thier argument.

  We also have seen NO mention of our request to have our account be flagged in some way in the agency system, so that technicians, account representatives and others involved are aware that we work from home and verifiable attempts to contact us should be done before a scheduled service disruption is initiated, so we can possibly pursue making other arrangements or notifying our supervisors/customers of our limited availability. We would find more satisfaction if this issue was even addressed in regards to this complaint. 

  The recent contact with the representative assigned to this complaint and the primary contact person, *** ***** *******, was rude and unwilling to listen to us as customers, even stating when we verified that we had NO phone calls from him that "...that is an issue with your cell phone provider..." No it is not, cell phones keep logs of incoming/missed calls and not one call was recorded from the numbers corresponding to *** ******* and he could have left a voice mail message which would have validated this contact further, but that was not done. 

  
  

   

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

• Initial Complaint

  Date:07/09/2022

  Type:Product 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 5/6/22 I contacted Altice/Suddenlink and requested their internet service. At that time, they charged my card $54.98. On 5/19/22 they charged me another $10. Seven times since I have requested for them to come out and connect my service. Six times contracted techs have been out and stated they were incapable of installing service, and that Altice would have to make the connection. I have contacted Altice at least 5 times since then. They said someone would contact me and prepare my address for service. It is now 3 weeks later, and no one has contacted me or prepared my address. I would like to know if I am going to get service or if they are going to keep my money? When can I expect action on my request? My wife needs the service in order to conduct work from home. The Altice service line is less than a hundred feet from my house, and our neighbors directly across the street have the service.I appreciate any assistance you can give me in this matter.

  Business Response

  Date: 07/17/2022

  In response to the complaint, we engaged our field service team who confirmed maintenance work was completed, and a drop was ran on July 15, 2022. We were then able to complete the installation of service on July 15,2022. A follow-up was attempted on July 17, 2022 to confirm the above, but we were not successful. Our direct contact information was provided should further assistance be required.

  Customer Answer

  Date: 07/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2022

  Type:Product 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 May 31, 2022 Optimum disconnected my TV because they assumed that I moved away because my son ordered his own separate service. I did not move. I live there. It took me 18 hours of calls to 22 tech support representatives in 4 days to get the TV back. Then they shut off the phone and it took another 6 days to get back the phone. On June 21, 2022 Optimum took away my ingoing and outgoing email. I have been on tech support for days since then and the representatives said they never should have disconnected my email and it was their error that my email is stuck in the account that I have had for 30 years. When they had assumed I moved, they canceled my account number. Then in order to get my service back, they gave me a new account number and they forgot to attach my email to it. I always pay my bill on time. I need my email back in order to conduct my business. my email address that is stuck in my original account [email protected]

  Customer Answer

  Date: 07/11/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ********