Thursday, February 1, 2018

Altice One box: more problems.

My previous post on Altice described an initial problem. My service started Jan. 15, 2018.

Altice set top boxes "turn off", i.e., the red power light goes on. What the heck? SATURDAY, JANUARY 20, 2018

Since, more problems:
- voice recognition fails to function at all; error message on screen
- info button on lower right of remote sometimes fails
- DVR function sometimes does not function; advised to try later
- guide sometimes not available
- freezes up sometimes.

Settings: very little of substance to set.

Three button clicks to reach the guide rather than a dedicated button. No indication of a user defined button that might make the guide available much more directly. This is needed since the voice search fails often.

More info:

http://www.dslreports.com/forum/r31814636-AlticeOne-FAQ-Information-LAST-UPDATED-2-1-18-With-PICS

AlticeOne is Optimum and Suddenlink's New All-In-1 Box. It combines your Modem, Router and Cable Box into a central hub. With Every Minibox added in addition to the Main Box, they are your typical cable box but with WiFi Extender built-in. The Mini Box are Essentially Creating a Wireless Mesh System, To Help Eliminate WiFi Dead Zones You May Have In Your Residence.

Manufacturer: Sagemcom

AlticeOne is Mostly Geared Towards Those Who Don't Know A lot About Networking As Its Still A Web Managed Router From Optimum With Limited Firmware Options.
_____________________

Altice has problems but should be tried. TUESDAY, APRIL 10, 2018

68 comments:

Unknown said...

Ive had it for 3 weeks and it stinks. Dvr rarely works

Unknown said...

Picture. And picture locks my remote, called for support had trouble with system got one time for appointment received confermation for another time. Checked my dvr previous recorded shows now not recording. Restart feature not working. Mini box’s don’t show time.

Unknown said...

Box always resetting or losing sync with remote almost daily. Remote lights up when senses movement instead of pressing a button and that eats through batteries. Netflix never froze as much with Verizon as it does now. 1 month in so far and not happy.

JOJONYC said...

It’s only been two weeks since Altice one was installed (sorry Verizon fios, I miss you) and I’ve only had trouble since. Taskbar shows but no picture, I’ve stayed on hold for tech support more than I have enjoyed watching my tv or relaxing. Altice one should pay me for all the trouble. I must say the tech people are well trained and polite. There’s a reason for the long hold, people are calling and in queue to be assisted. Altice one sucks and it’s a time waster, but I assure you they will take your money and remind you to pay!!!! Seriously?

JOJONYC said...

As a follow up to my post dated March 20, i continue to deal with the same issues again and forced to go through the techs procedures that has not worked multiple times with different techs and device technicians that come to the house. They’ve already come three times . I have called and been on hold more than I have seen the cable work. Service techs all have differenttake on why it’s not working . It’s simple - the box is defective - replace it. They will make you wait for the next earliest time to service you and will require you to waste a whole day (8am - 8pm) window! Seriously? Escalate this issue and make a customer happy. Enough with the excuses and red tape. I’m ready to call all the news channel and state my case.

Ishkabibble said...

Favorites are a DISASTER!!! (1) To add a channel as a favorite you need to go through as many as 39 pages and find the channel and click on it. You cant tune to the channel and click a button to add it. (2) If you are channel surfing on favorites you CANNOT type in a non-favorite channel to go there directly!!! You need to exit favorites - few buttons - and they go to the channel. Then go back into favorites to continue on favorites!!!! What is the effing logic to not to let you jump to any channel???? (3) There is only one favorite list. At least a second like in FIOS would be nice. For example I used that during the summer Olympics to switch between four or five channels.

Ishkabibble said...

Favorites are a DISASTER!!! (1) To add a channel as a favorite you need to go through as many as 39 pages and find the channel and click on it. You cant tune to the channel and click a button to add it. (2) If you are channel surfing on favorites you CANNOT type in a non-favorite channel to go there directly!!! You need to exit favorites - few buttons - and they go to the channel. Then go back into favorites to continue on favorites!!!! What is the effing logic to not to let you jump to any channel???? (3) There is only one favorite list. At least a second like in FIOS would be nice. For example I used that during the summer Olympics to switch between four or five channels.

pat said...

the dvr does not work at all in my bedroom tv, the majority of channels give an error message and I've spent more time with tech support than watching tv. they seem to pull excuses out of their ass.

tothestageex3 said...

I am having the same problem.

Unknown said...

I just got it we 3 dats ago had to reboot it 5 times n call4 times already lol wtf is going on man there’s some type of glitch with you tube and sometimes the remote won’t change channels or YouTube won’t load or it freezes I’m going they will fix this problem if not back to Verizon once they pay for my cancellation fees

Unknown said...

I just got the Altice One box 4 days ago and am ready to go back to Verizon. The intermittent service between DVR, Internet and telephone. This is a beta service, not ready for prime time yet.

Rocco Catt said...

Actually alote of you complained about the dvr, everything is perfect it's records all my movies, the only thing is HORRIBLE is the YouTube feature it ALWAYS FREZZES, LITERALLY I HAVEN'T ABLE TO USE THE YOUTUBE FRM THE ALTICE If I want YouTube I get it from my smart tv. But that shouldn't be, it comes with it we pay for it BUT CAN'T USE IT, THAT'S A PROBLEM. .. I only had to unplug it & reboot the box once for connection issues. I love the Dvr, it works perfectly, my only problem is YouTube and Netflix w. The Altice, gotta use my own smart tv for Netflix & YouTube, that's my major complaint....

Rocco Catt said...

I'm surprised cuz I've never had a problem with the Dvr, it records perfectly....but I do have issues w. The YouTube & Netflix it ALWAYS FREZZES and doesn't work. I was wondering if u also had issues with YouTube or Netflix thru the Altice box ? I have to use my own smart tv for Netflix and YouTube

Unknown said...

I have had it for a week, you can not pause a live program more times than not, also now my remote does not work at all stuck on one channel

Unknown said...

I have had it for a week, you can not pause a live program more times than not, also now my remote does not work at all stuck on one channel

Unknown said...

Just got the box a week ago more times than not you can't pause a live program. Now the remote is not working at all, so stuck on one channel tech support could not fix it I am ready to turn it in for the old cable box

Unknown said...

I've had this box and it keeps turning off by itself...I don't know if its a energy saver thing but I don't like it keep having to turn it on wen im watching it wish I had the old box still never had this problem with the old one

Unknown said...

cool product if it ever works. using netflix shuts the whole system down (talked to many different techs, all claim different things). no pause live tv, remote unsyncs regularly. personally i was very mislead about billing, despite physical proof they don't care. bottom line, system could be great. i can deal with kinks but customer service is either dishonest or not knowledgeable. would switch if any other provider was available in my area.

Unknown said...

Just got our bill as well I think I am heading back to the old box

Unknown said...

So sad!!! Nothing but problems.now can't get the box to change channels or remote to work. I've done everything I've learned from all previous breakdowns. This is a nightmare! !!

Unknown said...

now everything works but no voice command ?

SchoolRN said...

can't wait to go back to the old boxes and remotes - had Altice for one month only and nothing but problems. Everything the previous posts have said has happened to me. What a rig-a-ma-role to go through getting tech support, a 40 minute hold is standard!

Unknown said...

have had 6 service calls on asst problems only problem left is no voice commands last tec out friday when he left by the time he left truck and made u turn it stopped working again service supervisor said he is handing problem off to a engineer had this unit installed march 18 2018

Unhappy customer said...

The main boxes with the modem are garbage. I have not had one problem with the mini shutting off. The main box will continually shut off randomly after even 10 min of 1st turning the T.V. on. Waste of time and money. I’m already on my 3rd box. They all have the same problem.

Unknown said...

Same problems as above...biggest problem I have is overnight when box is off, it then won’t start in the morning. I have to unplug power wait and then reboot, then eventually it will start. At that point often the remote then loses sync and have to change back to ir mode to even be able to click menus to resync to Bluetooth mode. Have just booked appointment to change back to old boxes. Optimum service always sucks, but now they’ve built products that match, congrats!!

Unknown said...

on my fourth day with Altice, having all the problems mentioned above, service just left and couldn't fix anything,I was on the web trying to figure out how to pair the mini with the main box. I will give it a couple of more days before returning to VZ. Great idea too bad Optimum couldn't figure it out.

Javy said...

Same thing here, So many issues. I got a mini that was not working so, the phone tech suggested I reactivate the mini by holding the diamond button and the WPS button. Now the mini is stuck at 12% after it gets pair with the main box. No matter what I do it continue to get stuck at 12%. I even took the mini box next to the main one and try to activate the mini both wirelessly and wired and still get stuck at 12%. I may try the standard boxes but I am not sure If I will be getting the same picture quality or perhaps I will go back to Directv and be done with this garbage.

Javy said...

Same problem here. I have a mini that was acting up and the tech told me by phone to reactivate the mini by holding the diamond button and the WPS button at the same time. Now the mini will not activate. During the activation process and after it gets pair wirelessly with the main one, it gets stuck at 12%.

I took the mini next to the main one and try to activate it wirelessly and wired and still get stuck at 12%. After an hour and a half, I gave up. I need to call them back to have a tech come over and fix it. I may order the legacy boxes but I am not sure what type of picture quality I will get on HD. I may go back to Directv if the standard boxes offer crappy HD quality.

The only thing good about this boxes is the Internet. I've been getting solid 119 mbps in the whole house. Love the speed being constant all the time.

Unknown said...

So here I am after 1 month of Altice one service. What should be noted is that the new box simply does not work.
After experiencing 6 reboots the first week. shutting down, and having a service call, I thought it was good. Alas,
now the microphone wouldn't work and after going through the much press 7 and 9 at the same time process, it still doesn't work. I received a new remote and after pairing it would not shut off the TV. Tried repairing but that doesn't work. Will contact support again and see what they can do but I am really researching another possibility for service.

Joe P. said...

Have experienced all the above mentioned problems and probably some more. Sadly neither Altice Tech support or the home technicians have any idea how to resolve the reported issues. I have been told lost DVR shows are in the cloud even though they do not show up on my menu. They later said that was no true, but yet, one show reappeared. Daily problems with DVR, All menu options (on screen) get bogged down constantly. Error messages for a myrid of reuqests show up on the screen. Atlice's answer to all this.... We're sorry you're having trouble. At the point now where I am going to dump the service. The problem is what to replace it with. FIOS has also gone downhill, although it is with the bundling, not the service, The remote functions and service (especially the DVR FF, Rewind and skip functions) are far far superior. Just a last note, I am now looking at the blue screen of death stating there is an error with this request. The WORST service EVER!

Unknown said...

I hate it!!!! There’s been a problem the minute I git it!!! I can’t watch a complete show ever!!! It’s always an error!! I WANT THE OPTIMUM BOXES BACK!!!!!

Unknown said...

Altice one has been a nightmare since day one. I have had enough and have already made the call to cancel my service. May 30th is when they come to remove my service . It has been a complete waste of time and money, they should be ashamed of themselves but the got my money for the install and for a month of service and I will never go back. Who would have thought that I missed optimum but I do. I have not heard of one good thing about Altice one but yet they keep running it out to people with nothing but problems

Unknown said...

Terrible service terrible internet nothing that I was promised. May 30th they come and remove this total waste of time and money service. Nothing but problems since day one and to make matters worse, they could care less they got my money and totally didn’t live up to what they promised

Unknown said...

I wish I had seen this site before I ordered it. I've had it for about a month. 3 times box had to be rebooted. Last time remote stopped working. I have managed to get everything back, but what a terrible product. If this keeps up, I'll be back with Verizon soon. It costs a little more, but it works.

Unknown said...

I have had the Altice on and two minis for about two months. The reset of the main box stopped but I now have a problem with my remotes not pairing and not be able to reset them to use just an IR. I have spent a total of 12 hours trying to resolve. Does anyone know if there is a fix?

Unknown said...

Having problems with the remote. The old optimum remote works better with altice 1 than the new altice voice remote!

Kate T said...

Installed on Friday. Internet stopped working by Saturday. Had a random connection for a few hours on Sunday then nothing. Have bees on customer service call for over an hour on Saturday and tried multiple ways to reboot system — nothing worked. Technician here on Monday — soonest they could come. Fingers crossed this works. Not v hopeful given previous comments

Tristesse said...

I have the same problem, you just get a red exclamation mark sliding on to the screen. No rewind either

Tristesse said...

Every night at 3am 😠

Unknown said...

Is it possible to connect a WIFI connection from Adobe Time Machine to my Mac Pro with Altice One calbe box. I try a number of ways with no avail. I called Optimum they told me that would have to pay around $200 for to talk to a tech for any info for the Apple
or any other devices.

Andrea Calder-Alexander said...

Same as everyone. The technician couldn't help. All he did was change the wire. As he left my house, it was back to its mess. I want them out of my house

Unknown said...

My you tube and netfix doesn't work also any of the setting functions tv.remote.

Unknown said...

Altice suckssss! Constantly restarting.. Contacted tech they tried to troubleshoot.. Then offered to send someone out to fix it... But id have to pay for someone to come out.. Uhm.. If u gave me faulty equipment that doesnt work... Its my fault? Uhm.. No. Still having issues... It sucks when u r really into a show and it shuts off to update.. Over n over again

Lori said...

That makes two of us

Jenna said...

I've had/have all the same problems and only had it a week. Now the channels we pay for aren't working and it's saying we can call to upgrade to be able to watch it. Wth terrible new boxes. Also one mini won't even stream t.v, even after a hard reset it won't pair to the main box. This product was not ready for the main market.

Unknown said...

Pure 🗑

Unknown said...

Just got mine on Oct 27. The minis are not showing Cable channels its saying Call to upgrade service. Cannot get ON DEMAND or rwind or pause. It Stinks.

Unknown said...

Favorites list does not stay active. It constantly goes back to all channels and I have to change the quick setting back to favorites list. I may have to call tech support.

Unknown said...

so the technical guy came to install it. waited between 11-2. of course they came at 2 to tell me they can not install altice because the server or network is down since 11 am. I decided to cancel it all together. Sticking to my original optimum box. I had a bad feeling from the beginning.

Unknown said...

Awful!!!! I want Verizon back

Unknown said...

Awful! When box is off overnight have to reboot every morning - called a tech they came out and charged 80.00 and told me the cable wire was loose - THAT THEY INSTALLED!!!

NO TO ALTICE ONE said...

yea i gave mien like 8hr thats how long i tried to set up my network and security system only to have it reboot and had to star all over again i had then swap back what i had but i lost my 80$ but now i know that that shit is not good for ip home security and forget about gaming my kids screamed when thay laged out so if you have a ip security system and kids who play alot on line DO NOT GET THIS stay old school its not worth losing the 80 bucks plus i just took it off autopay just in case thay charge me again

Unknown said...

I found on my phone what you tube I want to watch and than I hit the button on the top to transfer to my Altice box. No freezing that way.

Unknown said...

My tvs turn off even after you set the sleep option and energy savers off,any body else have this problem?,seems like there's no way to retain setting changes.

Unknown said...

Does anyone else have this problem,I have several altice boxes that,I'm guessing shut off by themselves after about 4 hrs.Im guessing this is because of the energy saver mode.But every time I change and put the energy saver on off,these boxes don't retain the setting I leave them on,and my TVs keep turning off,also my sleep timer setting is off.Whats up with this?Can anyone help me?Thanks!!!

determinedmind87@gmail.com said...

Why did altice remove the guide and favorites buttons? Now I can't switch between multiple channels on game day.

determinedmind87@gmail.com said...

Altice sucks! They removed the favorites and guide button. Now I can't switch between all my favorite channels.

Unknown said...

Had Altice One service installed about 10 days ago. Does anyone have any idea why we are having problems with the "mini" box and remote? It seems every day we need to re-boot the mini box, because the remote doesn't work properly (Altice One button, DVR, record, info buttons all stop working!) Also, on occasions the DVR playback has some pixelation on the mini box but not the main. More concerned right now with the remote problem though. Thanks.

Unknown said...

yeah optimum plain out just SUCKS going back to direct TV rewind fastfoward and pause does not work on one TV and when you fast forward it keeps going for a couple seconds before stopping PICTURE FREEZES ALMOST ALL THE TIME going back to DIRECT TV SOON even in bad weather it doesen't freeze as much. JUNK WOULD NOT RECOMMEND ANY BODY TO CHANGE THERE SERVICE !!!

Unknown said...

Box keeps shutting or every night and even while watching which could damaged my new TV. Head this altice service for 2 weeks and already had first box replaced and still same problem. Glad I found this blog so that I know I am not alone. In this. I want To switch back to the optimum box And I want a new one. My opinion is they may not Be making new Optimum boxes. But I'm hoping they are. I will also. Call Verizon.

Unknown said...

I'm still having problems with my Altice cable box I need a new box

Unknown said...

When I switch to DVR or Netflix I have to raise my tv volume to almost max? I do not have any problems when watching regular tv. Any ideas? Thanks... Jim

Gary said...

We have all the issues as stated in this forum. We now have FIOS and no looking back! Cablevision is chasing us down for an 'unreturned equipment fee of $257.24'. Good luck with that one Cablevision... We returned their problematic equipment a week ago. After waiting on hold for an hour and one minute they explained the charge would remain. I told the rep we shipped the equipment back with the FEDEX label they provided. We have proof they received it. It seems it takes a fair time to acknowledge they have the equipment. We were Cablevision customers for 25 plus years. The Altice one system was ready for prime time. Cablevision is money hungry and we will NEVER GO BACK. Go Verizon FIOS!

GJS said...

Nightmare, I'm so sorry I got this. Hang your head in shame, Optimum.

Unknown said...

Have had it about 3 days; internet average at about 50 mbps supposed to be 1000; cable box shutting off; help tried to repair microphone rendered complete remote not working. Got up this morning no programming; all my channels say information not available. Spent l an hour with robot service no remedy. They finally scheduled a service call 5 days from now. Finally before I purchase a check with two different Representatives with Suddenlink to find out what my actual total bill would be including service taxes fees Etc. This would be for life at $120 a month I am now looking at what my bill is expected to be $120 a month plus taxes so they lied about the billing. Going to bank tomorrow to block easy pay and will give service tech their equipment back when when he arrives five days from now.

Unknown said...

Audio problems.. skipping and out of sync.. Had Techs come 4 times now..still same problem. They better not charge me!

Jose Kortright said...

Altice is a service provided by a “Mom and Pap company, versus Verizon that in reality is a Monster. In my home we experienced every single headache mentioned by all the previous people. Solution, I disconnect the box (remotes boxes) to reprogram my links between main box and remote the boxes. Calling cable is frustrating....

In the Verizon world..... for the amount of channels that I have with Cablevision/Altice/Optimum I will be paying more than 300.00 (about a 110.0 more. 300.00 for less channels and les services.....

CERTAINLY DONT KNOW WHATS WORST.... is like having elections.

Unknown said...

As bad as Cablevision was two years ago it is worse now . Customer service doesn’t exist and good luck trying to speak to a supervisor. I have been told now 5 times that supervisors are not available and they will call me back - not once has that occurred . This is after spending over 10 hours thus far on the phone mostly waiting to speak with someone in support - when you do get someone they tell you they have no training with Altice one . Ever since I switched to Altice I have had one problem after another . Cablevision is Pretty much self service now since they cannot and do not know anything about their own equipment . Service guys that come to the house are god awful and have one goal which is to leave as fast as they can .I have never dealt with a company with worse customer support .