Business Profile

Cable TVs

Consolidated Communications

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Complaints

This profile includes complaints for Consolidated Communications's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

416 total complaints in the last 3 years.
163 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fidium, owned by Consolidated Communications is the worst company I have ever had to deal with. They supposedly provide great internet service, while some of that may be true, their customer service or understanding urgency of their customer's needs, is uphauling!!! First, it took them over ten (10) weeks to get internet to my home, then the internet goes out and they send four (4) different crews out (waste of company's money) at four different times/days to research the problem, two days later the problem occurs again, and then again ... NO INTERNET SERVICE!! Here's the better part ... wouldn't it make sense to keep a log or database of a customer who needs service, and then for the tech or customer service *** to read the issues that the customer is complaining about before sending out a random tech? Make sense to me! Not these idiots, they'll send out an entire new crew four different times before fixing the problem ... that they already know about ... if they kept a record!! And, they **************** ***s, are all overseas and have been trained to use "make the customer feel good" words!! What crap!
Business Response
Date: 07/15/2025
This has been resolved. A tech went out on July 10th and corrected the issue with the facilities. The customers service is up and running and the customer is happy.
Customer Answer
Date: 07/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** *********
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have my telephone line and tv service with Fidium - Consolidated Communications . I have no service for 4 days. I call everyday because they keep saying they will fix it the next day. I was so upset and one representative today was laughing. Im 79 years old and have health issues . This is so disheartening. I would appreciate your help in getting me my service back and possibly a credit to my bill for the horrible service and inconvenience. Thank you **** ************ the service number is ************ .
Business Response
Date: 07/08/2025
This has been resolved.

A tech went out on July 8th and brought along flaggers due to road conditions. A new drop had to be run and spliced into two terminals. We have confirmed that the service for the cusotmer is back up again.
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i had their poor service and lack of customer support far beyond my contract beings they're the only option in my area unless your rich and can afford starlink my bill was always paid on time or before time i have bank statements to proove this i also have cell phone records and hospital records to proove i had to drive dow the mountain to make phone calls and physically go to places for information at the begining of May 2025 at wich point the (customer support assured me they would get me service fixed asap) they even scheduled a fake appointment and made me stay home 7am to 8pm! with my gate open all my animals locked in barns in the may heat for their technician to come and nobody showed up after the fact they admitted they lied because their technicians were busy the refused to send me a prepaid shipping label 4 times and it takes hrs to get a person to speak with i literally spent over 12 hrs on hold with this farce of a company to get help a month later (in the begining of june a man showed up to fix the internet wich i had the modem and even phone line boxed and ready to go as it had been since the day they didnt show up over 2 weeks at that point he willingly took the box of junk *** appalogized while admitting he and one old man about to retire are the only technicians in the state the other few guys quite due to being treated poorly by the company absalutely horrible and not supriseing since they treat customers like they did me! and ** admitted they are purposely doing this to copper customers to.push fiber optic sales well they can shove that too if they cant provide ***************** for one service they wont be able to the next.yet i received a **** ***** after my internet had been out now here almost 2 months later im receiving bills I am not paying 2 bills that are fake if anything they should give me back my last payment since i didn't receive the month of internet service i already paid for.
Business Response
Date: 07/07/2025
The cusotmer has a ticket with repair which was estimated for dispatch on May 22. That appointment withdrawn. A new ticket was created on May 23rd. Text notifications were sent out for the ticket and the cusotmer responded to the text with " go to hell" , and after the system did not understand that text message, it sent a new text for clarification to which we got a messaged back with " go hang yourself" A tech dispatched on on 6/6 and put a note on the ticket that there was a long driveway with a locked gate. The customer has decided to cancel service with us. We are waiting for the final bill to post to check that the billing stops on May 13th as a **** ***** date.
Customer Answer
Date: 07/08/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ******* while only part of it is true just like everytime you speak with this company I am happy to accept the billing stop date of a week after they disconnected my service it sure beats paying for numerous months I received nothing but lies and nonsense thank you all kindly
Initial Complaint
Date:06/27/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 24, 2025 I opened Direct Auto Pay (confirmation# ************) for my account # ************. Last Friday I received a Disconnect Notice for the amount of $177.00. My monthly bill is set at $55.00. I called and spoke with ******* on June 20, 2025, and asked for an explanation as to why I received such a notice since my account is Direct Auto Pay. ******* confirmed that my Auto Pay was active and he would have a manager look into it and call me back. No one reached out to me. This morning my service was Disconnected. I spoke with the billing department and was told, they repeatedly tried to pull my payment but could not and was told that my debit card was expired, which it is not. I confirmed with my credit union this morning that there have been zero attempts by Fidium to pull money from my account. Now I owe late fees and a reconnect fee. My debit card expiration date is 07/27. This can all be verified thru **************************. I feel there is fraudulent activity on my account. I should not be responsible for all late fees and a reconnect fee. I am owed an explanation and apology from the account manager.
Business Response
Date: 07/07/2025
The cusotmer service was established in **** 2025. The Auto pay was not started until April 2025. The disconnect notice was for the invoices that were not paid before the auto pay was setup. Since then there was a couple issues with the customers card not being accepted. We have worked with the cusotmer to resolve that and have provided the cusotmer with adjustments on the late payment fees as well as a credit for the restoral fees. We are waiting to see the next billing statement to post.
Customer Answer
Date: 07/10/2025
Complaint: 23517254

I have reviewed the business' response and am rejecting it because: I was assured by ******/employee who contacted me, that the issue was resolved and I would have no future issues with my autopay . However, today I received an email that my autopay was declined. I once again verified with my credit union that no attempt was made on my account. I have been on hold with fidium/consolidated communications and can not reach a representative. This is causing my extreme stress!

Sincerely,

***** *******
Business Response
Date: 07/11/2025
We have already spoken with the customer on this. We spoke with them on July 10th and confirmed that payment has been successfully made and the account is at a zero balance. The issue was that the card the cusotmer had registered with us was an expired card. Once the customer entered the correct expiration date on the card, the payment went through.
Initial Complaint
Date:06/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
No dial tone since 6/24. Have been calling every day. Told tech will come on 7/7! I need my phone now.
Business Response
Date: 07/02/2025
This has been resolved. We dispatched out a tech and found defective cables/pairs and swapped them out. We contacted the cusotmer an confirmed that the service was back up satisfactorily . We issue the cusotmer an adjustment in the amount of $31.00
Customer Answer
Date: 07/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had the installation scheduled on 5/29/25. The technician did show up at the appointment but I was informed that the service was not available at my address. They still need to put the box in. It's been almost a month I still haven't gotten any updates from them. Please send someone to make the service available like promised before.
Business Response
Date: 07/01/2025
This property does not qualify for Fiber. The building is a multi-unit building which needs to be qualified for fiber as a building. An agreement to bring fiber to the building needs to also be discussed and negotiated with the property owners or management company in order to move forward with a resolution for MDU Multi Dwelling Unit.
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had this service installed Tuesday June 17th, 2025. It was supposed to be installed with my own modem/router and not renting any of their equipment, this was made known at the time the appointment was made the week before. On June 19th 2025 I went behind my TV as that is where my internet hookup is and was surprised to find my modem/ router unplugged and on the floor and a fidum one where it was placed. A call was immediately made to their customer service who then put me on hold so they could check the speed. After being on hold for an hour I was told there was nothing they could do but this man would refer the call to some other department and I would receive a call back. I was also told there was no record of me having any of their equimoemtn as I was not supposed to. No call back received. After calling back at 10pm and being on hold for two hours i was now told my account was disconnected. The man I had spoken to earlier after denying to send someone to install it properly, or help me in any fashion apparently decided to disconnect my service instead. I am not a stuck without any form of internet until at least tomorrow. This is probably the worse customer service I have ever received and have no idea what is going on. I need this issue remedied as I am apparently still being billed for this non existent service. Horrible company with even worse customer service.
Business Response
Date: 06/28/2025
A technician was dispatched on Saturday June 21st. The close out ticket stated that the customer was a BYOD, having their own modem. The *** was not compatible with Fidium. We have left the cusotmer several messages and have had no response. This is a *** issue.
Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the last few weeks we have found that we are unable to reach 3 local numbers which are of importance to us. When we dial the 3 different numbers, one being our doctor's office, our pharmacy and our insurance agent we get a recording telling us to contact Illinois Consolidated ***air service. I called the ***air number, much to my dismay I am put on hold for awhile, then I am told to leave a call back number and they will call me back, which they NEVER do. Finally got to talk to higher up tech the next day and he sent a ***airmen out, who was very rude and disrespectful. He said the code umber on the message says it is a long distance problem and he cannot help us. But the numbers are all local numbers, he is acting like we were both stupid. We do not have long distance with Illinois Consolidated and have not for several yrs.. We had a chance to sign up with Farm Bureau connect ( Country Connect now) at a much cheaper rate) All of our relatives live away and our son was in the service and our long distance with *** was very high. I believe now they are trying to blackmail us into returning. The *** from Country Connect is trying to help us, also, even though it is not her responsibility. The ***airman returned was worse that before, dialed his home number and his parents number and said" I can get through" I informed him that other local numbers are not a problem, just our *** pharmacy and insurance agent. He was rude and said " All he was responsible for was the dial tone" Unfortunately, I lost my temper and he stormed out. My husband and I do not appreciate being treated like imbeciles. we are in our 70's and we are experiencing health issues that we need to call the ********** and pharmacy and we cannot get through, our cell phones do not work here, so we have to drive 8+ miles into town to either one or closer to town to use our cell phones. I would like to talk to someone higher up so we can resolve this issue. Thank you.
Customer Answer
Date: 06/20/2025
llinois Consolidated finally reached out to tell us that they fixed the problem, that it was an engineering routing error and now I call the numbers previously blocked. They apologized for the problem.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please Describe Your ComplaintI called and made an appointment to connect my service in *************************. There is an existing line from the camper that had the site last year. Consolidated sent me the equipment which I set up successfully and I connected the line which does not ******* original appointment was for June 5th, which I took the day off from work as I am a remote worker. The technician did not show. I have had to pay for an office space in order to work with high speed Internet or work from my mother's house. My step father is ********************************************************* his routine which I am disrupting when I'm there all day.Consolidated sent a text that my appointment was cancelled and to call again for a new appointment which I did. My next appointment was for June 18th. I told them that was unacceptable as I didn't even have cell service and needed the Internet not only to be able to work but for **** calling. They said the would expedite my order. My"expedited" appointment was for June 17th, of which they did not show. When I called they said they had no tech to send, but that they would be there the next day, my original rescheduledappointment.Last night I received an automated call to confirm my appointment, but lost the call before I could confirm (or so I suspect) as when I called them this morning they informed me that my appointment was cancelled. My next "expedited" date is a July 2nd, but no fear, they've already sent me a bill!You can't call and talk to anyone "in charge". The phone *** calls a supervisor who puts in an expedited request to dispatch who works out of ***** (from what I hear). It does no good.Last week another camper in the campground had ***air service from Consolidated but I knew the tech was overworked and since he didn't finish until after 8pm I knew it was pointless to talk to him.I just need ***************** Would you please help me so I don't have to leave and go back home?
Business Response
Date: 06/28/2025
This has been resolved.
This was an issue with defective facilities which were corrected. We issued the customer a credit on their account to adjust the installation fee as well as a credit for out of service. We have verified that the services were working.
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We live in rural VT and rely on Consolidated Communications DSL (7M/1M) as an internet provider. We lost internet on May 17th and have been unable to get CCI to address the outage. My partner stopped and talked to one of their techs on our road and even though we are entirely without internet, rely on VOIP and an internet based cell booster, both work from home requiring internet, and have had Covid during the outage and were unable to have telemed appointment the tech did a fiber install that same day when they could have repaired out service instead. I fear the access to the ***** money intended to help ********** like us is being priorities over supporting existing customers. No one will tell us when to expect fiber and I believe our provider is ignoring our repair requests because our DSL is obsolete and they are cashing in on new installs instead. I am sure this is not the intent of these *****s.We were promised service on 6/13 and again on 6/14 and now have been rescheduled for 7/1 which I have no faith in them honoring. Our calls all go to a call center in the *********** and they always tell us we will receive a call from *** dispatch but we never have. This situation has created a very stressful and difficult situation for my family and any help would be greatly appreciated.
Business Response
Date: 06/24/2025
Hello

This has been resolved. We had a tech go out and there was a bad cross wire and bad inside **** which was fried due to some lightning . The tech repaired all of this and the cusotmer has confirmed that service was back up again. We issued an adjustment for the time out of service. $61.02
Customer Answer
Date: 06/27/2025
Complaint: 23478760

I have reviewed the businesss response and must reject it, as the compensation offered does not adequately reflect the severity of our service disruption. Our Internet was unavailable for a consecutive 34 days, yet we have only been credited for one month. Given the prolonged outage, the repeated failures by *** to keep scheduled repair appointmentsforcing me to adjust my work schedule around their 8 a.m. to 5 ************ windowI believe it is reasonable for us to receive a refund equivalent to at least three months of service, totaling $183.06.

Both my partner and I rely on the Internet for VOIP, our cell signal booster, and transferring work files, as we both work from home. During the outage, we were forced to leave our home and drive to public Wi-Fi hotspots just to complete routine daily tasks. **** lack of timely response created significant hardship and likely resulted in loss of business due to our inability to respond promptly to clients. As of our last count, we had called **** service line thirteen times in an effort to expedite repairs and were repeatedly told the matter had been escalated, yet we did not hear from dispatch until we reached out to our local state representatives for assistance.

Furthermore, several *** employees informed us that the company is actively prioritizing new fiber broadband installations over supporting existing DSL customers. I believe this is a misuse of the public funds CCI is receiving for broadband expansion, and I have filed formal complaints regarding this matter.

Sincerely,

**** *******
Business Response
Date: 06/30/2025
We have given the proper adjustment for this ticket. We have no record of this customer being out of service for three months. The repair ticket was placed on May 18th and the service was restored on June 19th. 34 Days out of service which is what the credit was given for. No further adjustment will be given.
Customer Answer
Date: 07/01/2025
Complaint: 23478760

I have reviewed the business' response and am rejecting it because: my service was out from May 17th thru June 19th yet I was only credited for 30 days ($*****) so based on a thirty day cycle I'm still do $8.14 for the service alone which doesn't not take into account the hardship this outage has caused.
Daily Rate: $***** 30 = $2.034 per day
Credit for 34 **************start="414" data-end="417"> $2.034 34 = $69.16
$69.16 - ***** = $8.14

Sincerely,

**** *******
Customer Answer
Date: 07/03/2025
Hello,
CCI has confirmed that we were without internet service for thirty-four days. Therefore, the credit we are owed is a matter of straightforward arithmetic. A good faith effort is not the issue hereonly proper compensation for the loss of service.

We are billed $61.02 per month for internet service, covering thirty days. Please see the attached bill for reference.
Since we have only been credited for one month, we are still owed compensation for the additional four days without service. Calculated as follows:
$61.02 30 days = $2.034 per day
$2.034 4 days = $8.14

Alternatively, if CCI calculates the credit over thirty-four days:
$61.02 34 days = $1.80 per day
Extrapolated annually, this equals $1.80 365 = $657.00 per year.
Using our calculation, annual service would cost $2.034 365 = $742.41.
The difference between these amounts is $742.41 - $657.00 = $85.41 per year of service. We would also accept this latter amount as a resolution.
Thank you for your attention to this matter.
****

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Consolidated Communications is NOT a BBB Accredited Business.