CT Attorney General Says He Opens Investigation Into Altice Optimum

CONNECTICUT — Attorney General William Tong announced Monday that he has opened an investigation under the Connecticut Unfair Trade Practices Act into Altice Optimum following nearly 500 consumer complaints over a five year period regarding slow internet speeds, hidden fees, and "unacceptable technical support," according to a news release.

Many complaints to the Office of the Attorney General involved consumers who paid for either 300 Mbps or 400 Mbps cable internet plans. When consumers ran home speed tests, they discovered they were not receiving the speeds they paid for, Tong said. The Office of the Attorney General also received complaints regarding service fees, technical support, and customer service, the news release state. The Office of the Attorney General is also investigating a $3.50 “Network Enhancement Fee” for internet customers, Tong's office said in a news release.

A civil investigative demand sent today to Altice Optimum seeks detailed records of consumer complaints dating back to January 2017. The civil investigative demand further seeks records of how Altice Optimum marketed its internet speeds, any analysis or records regarding the speed and quality of internet they ultimately delivered, records showing Altice Optimum’s knowledge of various factors impacting the speed and quality of their internet service, records showing how Altice Optimum invested revenue from their “Network Enhancement Fee,” among other demands, according to Tong's office.

Statement from Altice

"Altice shares the state’s goal of ensuring Connecticut residents and businesses receive high-quality service and have a positive customer experience. That is why Altice has been investing across Connecticut, building and deploying a 100% Optimum Fiber broadband network that provides reliable infrastructure and symmetrical internet services to our communities and customers. Connecticut was one of the first areas where we launched multi-gigabit speeds earlier this year to meet the ever-growing broadband needs of our customers, and we also participate in the Affordable Connectivity Program, which provides free high-speed internet service. We are proud to serve our Connecticut communities and will cooperate with state officials to provide relevant information."