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

415 total complaints in the last 3 years.
159 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:07/15/2025
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.
Lost my internet service due to lightning strike on July 3 2025. I've reached out and reported the issue on the July 4. Was told 24 to 48 hours for a response call back from business for repair. It has now been 11 days with no communication from said business. I've reached out and called 4 or 5 times to no result. Not sure what else I can do to recieve a callback.
Business Response
Date: 07/21/2025
This is all set. They had a bad filter and the cable pair was open a quarter mile away. Tech was out on July 18th in the morning and spoke to customer and made sure it worked.
Customer Answer
Date: 07/21/2025
Better Business Bureau:

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

Sincerely,

***** ********
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:06/21/2025
Type:Billing 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.
1/1/25 Moved residential internet service from ******************************************************************. ****************************** Eastport ***** Billing Problems immediately ensued.Following numerous attempts to resolve billing errors through phone calls and emails and 2 disconnections of service and a refund check of $97 followed by another disconnection the following day, I happily chose to end this arrangement and seek alternative vendors.I have requested a statement of charges and payments; no response.I've also requested a box to return equipment; no response. I am STILL being actively charged!
Business Response
Date: 07/01/2025
Customer had her account in ********* in November ************************************************************ ******** at the beginning of January---the order was done as an add and no disc was placed at this time for Livermore.

The customer contacted Fidium on 02/10/25 --- on new account to change service to 100M (original order was for 1G and that was too much) She wanted something more comparable in price to the account in ********* service

The customer contacted Fidium again on 02/17/25 stating moved in January but still being billed for old service and not happy about higher price --- *** placed order to disc ***************** --adjusted $70.00 on Livermore account and then gave customer $10.00 coupon on new account good for a year. There was also a credit from another *** same day in the amount of $97 that was also applied to the Livermore (old) account --- causing a $97 over pay --hence the refund . It should have been applied to the new account in ********

the customer called back on 02-28-25 stating received a label (for old account) to send back equipment but customer told *** that she was using equipment on new account

There were no further calls until April 15, 2025 where customer stated she wanted to disc service (however the account that auto populated was old account) *** told the customer that it was already disconnected and that is why she received $97 refund.

The new account is still active ---disconnect notice was processed ***** however customer made a payment of $104.74 on 04-21-25 taking customer out of collections --- customer was never suspended/disconnected for non pay
We did process a disconnect of the original service and bill ceased this back to April 15th as a goodwill adjustment

Customer Answer
Date: 07/01/2025
I was approached by a Fidium representative in ********* (door to door salesman) by a random home drop in sometime in October or 2024. Initially he was trying to sell me Fidium and I told him I am a current customer but will be moving in January and will this service be available at the new address for same package? The man called the ************* and placed a transfer of service beginning 1/1/25. *********** was indeed established at new address on 1/1/25 as agreed upon. This was not a transfer of service. It was new account and the old account kept going and they were taking all kinds of money out of my account and I was receiving crazy bills every billing cycle. Numerous calls and emails were unable to resolve this situation. I only requested a statement explaining charges. Their charges are erroneous.
Business Response
Date: 07/02/2025
Eastport

1-34144984762 order placed 11/7/24 and completed on 1/3/25 29 ****** **. 1Gig Fidium Fiber . We have since placed a disconnect order for on this account as requested and ceased the billing for April 2025.

***************,

This account was created from order 1-29332737032 for service at *********************** which was date in June 2024. 100M Fidium Fiber Service. This account was disconnected on 2/18/25 at the customer's request.
Customer Answer
Date: 07/05/2025
Thank you for including the log of breakdown in communication.
I still am requesting a statement of charges for both accounts.
***************. 129332734410
Eastport 134145123090
I have requested a statement of charges for both accounts.
This has never been received.

Thank you
Customer Answer
Date: 07/05/2025
Also I still am in possession of your equipment, as a mailing box was also never sent.
Many wasted phone calls as well as emails with no action.

Business Response
Date: 07/07/2025
Return labels were sent to both locations respectively according to their disconnect dates. Those are sent via USPS.
Customer Answer
Date: 07/10/2025
Complaint: 23500261

I have reviewed the business' response and am rejecting it because:this makes absolutely no sense because it did not occur as stated. I have simply requested a statement of charges on BOTH accounts as well as a box or return label and I will be happy to pay what is truly owed and be done with Fidium.

Please show me my statements!!!

Sincerely,

****** ********
Business Response
Date: 07/11/2025
Fidium has responded to the complaint multiple times. The original complaint's resolution was for a billing adjustment, not documentation of the statement for the charges.
We have attempted to complaint, but I don't see why this should be closed as unresolved.
Business Response
Date: 07/11/2025
Please see requested documents attached.
Customer Answer
Date: 07/21/2025
Thank you for the statements and return labels. Your equipment has been returned. Also the invoiced charges of $97/month were not agreed upon. My request and agreent was for a transfer of service and not new service.
I am willing to pay the agreed upon $40/month for the provided service and nothing more.
By the way, Spectrum charges $35/mo for internet service.
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.

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Consolidated Communications is NOT a BBB Accredited Business.