Editors note: This article has been updated to include a statement from Altice USA.

Dunellen and nine other communities reached a settlement with Altice USA, the cable television and internet provider that operates Optimum, resolving a three-year dispute over poor service and customer service complaints, officials said Thursday.

As part of the settlement, Altice USA has agreed to provide Dunellen Public Library with free 1G internet service three times more powerful than the previously available service, officials said in an announcement.

The upgrade will provide the library with increased internet speeds from 300 Mbps to 1,000 Mbps, officials said.

While the 1G internet service typically costs $365 per month, Dunellen Public Library is receiving the enhanced connectivity at no cost, per the settlement approved by the New Jersey Board of Public Utilities.

Were happy to see a resolution to the issues weve experienced with Altice USA that will benefit the residents of Dunellen as well as the Dunellen Public Library, which is an invaluable resource to our community, Mayor Jason Cilento said in a statement.

In a company statement, Altice USA said it was pleased to resolve the complaints.

The broadband communications provider said it remains committed to delivering superior service and support in New Jersey, evidenced by the significant investments weve made in our network, products, and customer care that have resulted in improved experiences for our local customers.

Dunellen was one of 10 communities that filed complaints with the New Jersey Board of Public Utilities in 2021 about issues with Altice USAs service, officials said.

Complaints were also filed by officials in Green Brook, Hamilton, Howell, Jackson, Montville, North Brunswick, Piscataway, Robbinsville and Sayreville.

The complaints included frequent and lengthy service disruptions, inconsistent connections and fluctuating internet speeds, long wait times, poor customer service, and an inability to receive satisfactory responses to these complaints from the company both before and during the COVID-19 pandemic, according to the Jan. 10 settlement agreement.

The Board of Public Utilities reviewed over 300 comments and complaints from Altice USA customers during its subsequent investigation, the settlement states.

The board found the highest number of complaints concentrated on slow or spotty internet service, extended hold times, untrained customer service staff, repeat trouble reports, service inadequacies, and overall dissatisfaction with the services provided, according to the settlement.

Both the customers and municipal representatives collectively maintained that Altice had failed in its duty to provide safe, adequate and proper service to their residents, the settlement states.

Altice USA has committed to a three-year term to address many of the concerns raised in the investigation, according to the agreement.

As part of its commitment, the company will invest a minimum of $11 million in the performance of its internet serving Optimum customers in New Jersey, per the settlement.

Altice USA also promised to provide community updates on its progress, provide better customer service and sponsor at least one community event or initiative with each of the 10 communities involved in the settlement, according to the agreement.

Altice USA provides internet, TV, and phone services to nearly 5 million customers across 21 states, according to its website.

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Jackie Roman may be reached at jroman@njadvancemedia.com.

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N.J. library gets free internet in settlement with Optimum Cable over poor service - NJ.com