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Business Profile

Cable TVs

Altice USA

Headquarters

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 494 locations, listed below.

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    Customer Complaints Summary

    • 6,280 total complaints in the last 3 years.
    • 1,704 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:12/02/2024

      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.
      My bill has been incorrect since 10/19/24 - 11/18/24. I have been charged an additional $180.00 for internet service. The retention department notice it and corrected on their side stating I should only pay $85.00 per month. Retention stated they work on two separate systems and can't get the billing department to correct it on their side. I called back on 11/20/2024 when I received my 11/19/2024 - 12/18/2024 bill they said they would get it fixed. It should show up with in 24 hours. Never did. I called back on 11/30/2024 and tried to cancel my service received another person and retention and they said they could see the issue too. The went to go get their manager and I was on the phone for hours. I was supposed to receive a credit for the two incorrect bills in the amount of $385.76. I was told once again it would show up in 24 hours. I have called in multiple times and get the same issues with nothing being resolved. I have the phone called recorded with what was supposed to be done. My bill monthly should only be $85.00. I need my credit, or I will need to take this to my lawyer.

      Business Response

      Date: 12/06/2024

      In response to the complaint, Optimum attempted to reach the customer on December 2, December 3, and December 6, 2024, regarding their billing concerns but was unsuccessful. To address the customer's concerns in full, we will need to speak with the customer. ******************** has provided our contact information should any further assistance be required.

    • Initial Complaint

      Date:12/02/2024

      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 problems with billing every single month. Mysterious charges are appearing on my bill. They say I am past due, but I pay them every month. In October 2024, they credited the wrong account (I have two accounts). After a long confusing process over the phone, they made adjustments that I didn't understand. They waved the late fee they charged for their mistake. The correct amount for the account in question is $80.94 each month. They charged me $162 last month. I went ahead and paid it though it was wrong. The current bill is for $198 for that account and should be $80.94. I called and they would not correct this error. Like many other people, I'm about ready to stop my service if a resolution cannot be made. Every single month, I have to call them with a problem in their billing. This has to be the most flawed company I've ever seen. Charges and late fees out of nowhere. They agreed to wave the late fee from their mistake, but on the current bill, they now are charging three late fees.

      Business Response

      Date: 12/09/2024

      In response to the complaint, Optimum attempted to reach the customer on December 2 and December 5, 2024, regarding their billing concern but was unsuccessful. On December 9, 2024, Optimum spoke with the customer and address their billing concerns in full. Optimum has provided our contact information should any further assistance be required

    • Initial Complaint

      Date:11/24/2024

      Type:Delivery 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 are coming to my house after I told them I do not want their service. They are harassing me. If they show up again I will go to the court and get a restraining order for trespassing. I DO NOT WANT SERVICE The phone number of the employee is : **************

      Business Response

      Date: 12/06/2024

      In response to the complaint, Optimum added the customer to the do not contact list. Our attempts to confirm the above were unsuccessful. Our direct contact information was provided should any further assistance be required.

    • Initial Complaint

      Date:11/24/2024

      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.
      I pay $126 per month for cable service. Optimum promised to include channels 5 (Fox) and channel 7 (ABC) but Optimum does not provide access to these channels even though they said these channels are part of the package that I purchased for $126 per month. My desired resolution is for Optimum to refund the entire monthly amount of $126 because Optimum has refused to deliver the channels they promised to be included in the package I purchased for $126 per month.

      Business Response

      Date: 12/05/2024

      In response to the complaint, Optimum spoke with the customer on November 25, 2024, regarding the complaint. Optimum scheduled a service visit and issues were resolved. The customer has our direct contact information to the complainant should further assistance be required. 

    • Initial Complaint

      Date:11/21/2024

      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.
      Internet has been out since 11/16. Company has sent multiple trucks and vans multiple times to ID issue with fiber internet that is affecting multiple houses. Every van shows up with an employee who can't fix the issue. There is ZERO communication. It is negligent communication. They just sent us our bill.

      Business Response

      Date: 11/25/2024

      Optimum spoke with the customer on November 25, ************** their service issues in response to the complaint. A service visit was completed on November 22, 2024, where the technician repaired the outside wiring to resolve the problem. On November 25, 2024, Optimum followed up with the customer, who confirmed that all services were working correctly. A credit was applied to their account for the verified service interruption. The customer has our direct contact information should any further assistance be required. 

    • Initial Complaint

      Date:11/20/2024

      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.
      Approximately a month and half ago I received a text from Optimum stating that my internet was out due to an outage in my area. A couple of hours later I received a follow up message stating that the outage had been resolved and to reboot my modem. Since then we have had nothing but poor internet speeds and lag. They have sent multiple techs to my house. Each Technician always gives a different excuse on the problem. The one constant is that the problem is originating outside of my property and that it falls to maintenance. Then a couple of days go by and we will see an Optimum truck on our street. Most of the time they never get out. Then later we receive a message stating the issue has been resolved. But its never been resolved. Then when I call back in to let them know the issue has not been resolved. They tell me I have to have a Technician come back to my house and start the process all over again. Then my wife or myself have to take time off of work to be home.

      Business Response

      Date: 12/04/2024

      In response to the complaint, Optimum spoke with the customer on November 21, 2024, regarding the complaint. Optimum found no outside impairments. Optimum scheduled an appointment to check for service issues in the home. The customer has our direct contact information to the complainant should further assistance be required. 

      Customer Answer

      Date: 12/05/2024

      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:

      Im still having issues. I get conflicting information from their own techs that come out. Each one says the last one did it wrong. This is ridiculous.

        

       

       

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


      Sincerely,

      **** ******




       

      Business Response

      Date: 12/17/2024

      In response to the rebuttal, Optimum spoke with the customer on December 6, 2024, regarding the complaint. Optimum has applied credit to the account for service issues. Optimum provided our direct contact information to the complainant should further assistance be required. 

    • Initial Complaint

      Date:11/20/2024

      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.
      Tried cancelling my internet service multiple times with them. Equipment was mailed back with proof of delivery. I moved out of my service address over a month ago and they are still billing me for internet. Over a month no one lives there. They wont charge me the prorated amount for services until I moved out. They Want to keep billing me more. Wont disconnect the internet officially until I pay them the full amount. I am not paying for internet that was not used. Im sure the it department can see there was no internet accessed there in over a month you already have the equipment sent back. Please disconnect my services officially. Terrible business practices. I will only pay the amount for services rendered not internet for when I wasnt even using it or living at the residences. Let me know the prorated amount until October 20 2024.

      Business Response

      Date: 11/27/2024

      Optimum attempted to reach the customer by phone on November 21, November 22 and November 27, 2024, but was unsuccessful. Upon review of the complaint no address was provided for review. Optimum is unable to make adjustments without confirming the address. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

    • Initial Complaint

      Date:11/20/2024

      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've been having internet problems since October calling the tech service number. They sent someone over and they said it wasn't an issue with the box but the connection outside. No one came to fix the problem outside. I called back and explained what happened and they sent someone else over with a new box stating that with the plan I had, I should have been upgraded to a better box. I called today and explained the service was better but still getting spotty service but what I was really upset about is that they weren't willing to work with me on the fact I've been overpaying for a service I didn't have to begin with for 2 years. I'm looking to get money back since I never had the service or for a discount for my service going forward.

      Business Response

      Date: 12/02/2024

      Optimum attempted to reach the customer by phone on November 20, 2024, November 26, 2024, and December 2, 2024, but was unsuccessful. Upon review of the customers account, we would need to schedule a service visit to the customers home to further investigate their claim of internet issues. Optimum has provided the customer with our direct contact information by voicemail and email should they require further assistance.

    • Initial Complaint

      Date:11/19/2024

      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.
      On nov 13, 2024 i was charged ***** for services i signed up for. Canceled on same day. I have tried calling & chatting in optimums chat client to resolve this issue on at least 5 occasions. Im told a tefund will be issued. When I check back im told the service is pending a restart. I get the run arounf from a foreign call center from english as 2nd language personel. They make promises, and when I call back. I get more runaround and no resolution. I do not have any of your rquipment. I dont want your service. I have told you this repeatedly. And still i get lip service without resolution.Cancel this service permanently and issue a full refund please. Optimum is the most difficult & frustrating business i have ever dealt with. You should be charged criminally for operating a business in bad faith.

      Business Response

      Date: 12/03/2024

      Optimum spoke to the customer on November 20. 2024, and addressed the customers billing concerns in full. The customer advised that he disputed the payment and received his funds already. We remain available should the customer require any further assistance.

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair 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 signed up for services I'm March 2024 and the sales representative also signed me up for cell phone service I didn't request. I called back to cancel cell phone service when I realized that it was on my account. I then became ineligible foe gift card promised to me for signing. I added tv service in May 2024, it wasn't working was promised a $100 loyalty credit and June I canceled the tv because it was not working. I was promised full refund. In August I added tv again because I was promised a new streaming box. The technican installed the same box from before. I canceled right away and was still charged. I was told my **** I'd $97.49 plus the equipment which I will return when I restart my service. I'm missing a $200 credit on my account that was promised.

      Customer Answer

      Date: 11/19/2024

      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.

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