Altice settles consumer complaints with West Virginia for internet upgrades

In West Virginia, a significant settlement has been reached between Altice USA, a major internet service provider, and the state due to thousands of consumer complaints. This agreement, announced by Attorney General Patrick Morrisey, outlines that Altice will invest $40 million in enhancing its internet infrastructure by 2027. Additionally, they will provide $4 million in credits to customer accounts and pay $500,000 to the state. The settlement was made without any admission of wrongdoing regarding violations of the state Consumer Credit and Protection Act. The efforts represent a significant step towards improving customer service and addressing past grievances associated with the company's service. The history leading to this settlement is marked by investigations and previous fines levied against Altice’s former name, Suddenlink Communications. In 2022, the West Virginia Public Service Commission (PSC) penalized Suddenlink with a $2.2 million fine for neglecting customer complaints, among other operational failures. These issues included reducing the number of full-time staff and the budget for maintenance work, adversely affecting customer experience. Altice's commitment to improve service quality and infrastructure comes in light of the PSC's findings, aiming to restore consumer trust. Since 2021, Altice has reportedly invested $75 million in infrastructure upgrades within West Virginia, indicating a substantial commitment to enhance its services. Under the settlement agreement, should Altice fail to complete the promised upgrades by the 2027 deadline, they could face additional fines of up to $40 million. Furthermore, former customers are encouraged to check their eligibility for potential cash refunds, signaling a move towards rectifying past grievances and engaging with the community more positively going forward. Ultimately, this settlement reflects a broader trend among service providers to confront consumer complaints proactively and enhance service quality, particularly in areas facing historical neglect. The commitment to significant financial investment shows a clear move towards reconciling relationships with customers in West Virginia while potentially serving as a model for other states with similar issues with internet service providers.