Charleston, West Virginia—Altice USA, operating under the Optimum brand, has reached a settlement with the state of West Virginia to address numerous consumer complaints regarding internet services. Attorney General Patrick Morrisey announced the agreement, which mandates Altice invest $40 million in infrastructure upgrades by 2027, provide $4 million in customer credits, and pay $500,000 to the state.
Altice USA, formerly known as Suddenlink Communications in West Virginia, has faced scrutiny over service quality and customer relations. In 2022, the West Virginia Public Service Commission (PSC) fined Suddenlink $2.2 million, citing neglect of customer complaints, reduction in maintenance efforts, and inadequate communication.
Under the settlement terms, Altice will:
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Infrastructure Investment: Allocate $40 million for internet service enhancements across West Virginia by 2027. Failure to meet this deadline could result in additional fines of up to $40 million.
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Customer Compensation: We will distribute $4 million in credits to customers. Eligible current customers will receive a $25 account credit, while former customers can apply for potential cash refunds.
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State Payment: Remit $500,000 to the state of West Virginia.
Although Altice did not admit to violating the state’s Consumer Credit and Protection Act, the company has reportedly invested $75 million in the state’s infrastructure since 2021. The settlement aims to address longstanding issues reported by West Virginia residents, including service outages, billing errors, and poor customer support. The planned infrastructure improvements are expected to enhance service reliability and internet speeds, particularly in rural areas. Altice will notify customers eligible for the $25 credit, while former customers are advised to contact the company to determine refund eligibility.
This settlement follows a series of legal challenges for Altice in West Virginia. In May 2023, a class-action lawsuit accused the company of imposing unlawful fees on consumers’ bills. In March 2022, a class-action lawsuit alleged that Altice’s cost-cutting measures led to degraded service quality.
The agreement signifies a commitment to improving internet services in West Virginia. Attorney General Morrisey stated, “This is years in the making and a big win for the consumers in West Virginia.” Altice’s adherence to the settlement terms will be closely monitored, and potential penalties will reinforce the importance of meeting the 2027 upgrade deadline. As the state continues prioritizing broadband access, particularly in underserved rural regions, this settlement represents a significant step toward enhanced connectivity for West Virginians.
