Complaints

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

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• 

  Consolidated Communications

  Mattoon, IL 61938-3915

• 

  Consolidated Communications

  216 N Webster St Taylorville, IL 62568-1955

• 

  Consolidated Communications

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications, Inc

  PO Box 909 Lufkin, TX 75902-0909

• 

  Consolidated Communications Directory Services

  350 S Loop 336 W Conroe, TX 77304-3308

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:10/21/2024

  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 and my neighbors have been without **************** since Thursday, October 17, 2024. Numerous calls have been made to their tech support division with no resolution. Lots of apologies but no help. They keep saying the issue has been sent to their "Advanced Tech Team" and that they will be in touch with me, but that has not happened. I just placed my 7th call to them and their *** said EXACTLY THE SAME THING that the last 6 have: apologies, understanding of my frustration and they have contacted their Advanced Tech Team for resolution. EXACTLY. I work mostly remotely, except that I have not been able to since October 17th. We are in a very rural area of ******* and having Internet access is crucial. I have been on my 7th call with ConComm for the last 20 minutes. I insisted on speaking with a supervisor, and after being on hold a while, the ***resentative told me the supervisor would call me back WHEN SHE HAS TIME.! I insisted on speaking with a supervisor, who finally came on the line and told me EXACTLY what the prior 7 have. The issue is being worked on. She's really sorry she can't tell me more. We have all been placated, strung along, and lied to for the last 4.5 days. What a dismal, unprofessional, and uncaring company. Please forgive the rant, but I have wasted so much time and am so very angry. At least I can communicate with you via the internet. I had to travel to my old office 32 miles away to contact you. My neighbors don't have that option.

  Business Response

  Date: 10/29/2024

  Good morning, Summary: This customer opened ticket ***** with commitment of *****, however ticket is now attached to a master outage ticket.
  
  10-24-24 RESOLVED; We spoke with Ms. ***** she said she believed everything is working and we gave credit for 2 week outage.

  Thanks

• Initial Complaint

  Date:10/18/2024

  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.

  I was contacted by customer service in august. The call stated i had owed them ****** becuase THEY made an error on my account in May, an error i cannto find. Due to their accounting error i suddenly owed them ****** without any reasonable explanation. Payment was requested on my account in full. I believe i was falsely charged and due to their EXTREME hold times i am unable to reach someone.

  Business Response

  Date: 10/23/2024

  Good morning, This customer had $110.43 applied to his account on April 23, 2024 in error from another customer's payment.

  When our billing department investigated and found the error in September they told customer he owed $205.55( this was the error and current payment amount combined).

  The customer was upset that we made an accounting error and he feels we should have just forgiven that amount.

  The customer has placed order already to disconnect service on nov 1, 2024.

  We explained since he is on autopay his October bill will process and then in November he will be adjusted back to the November 1st ( October bill is for the period of October 12 to November 11).  
  
  This customer understands why he owed the amount.

  Thank

• Initial Complaint

  Date:10/16/2024

  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 have not had reliable internet for many years and what we have is 1.5 mb which is not truly functional. We would like to upgrade to fiber, but that will involve thousands out of pocket to clear trees and brush and to dig a ditch roughly 800 feet (even though there's a fed grant to pay for this and all of our neighbors have it, Con. won't do it for us). That leaves us the 1.5mb service that has most recently been out for nearly two weeks. Typically, something needs to be reset down at the pole. I have called many times, waited for 1-2 hrs and been put on hold. I've been bounced around when I finally do reach someone. WE HAVE HAD TWO APPOINTMENTS recently, TOOK OFF WORK and were COMPLETELY GHOSTED. No text (except confirmation texts to which we responded "CONFIRM" to make sure they knew we would be home). TWO DAYS of lost wages with no curtesy text to let us know that they would not show up AT ALL. We have a full-time college student living in the house. We have a self-employed adult who needs to work online in the evenings. We have an elderly person with ******************* who could need medical care for emergency. We have a college professor who is employed at an institution two hours away that HAS TO be able to work from home five days a week. We do not have enough cell service to work off a hot spot. When the miniscule internet that we have is out, it is DANGEROUS not being able to make a phone call. It is putting our jobs at risk. That is no joke. We have missed mandatory meetings because of NO ability to receive communication that the meetings were scheduled. We cannot keep up with work or schoolwork without enough internet to push our hotspots to a point where they can function. This is not about entertainment even though we have lived without any television or entertainment for weeks (months actually since our internet was out for three months this spring). You have an ethical and moral obligation to ensure service. PLEASE FIX IT and install fiber.

  Business Response

  Date: 10/29/2024

  Good morning, The ticket was open 10-2  and we issued a credit of $48.99.

  10/28/2024, RESOLVED; On Site Time: 10/20/2024 09:40AM.

  Technician Resolution Comments: "rpr cwire in row
  We did go out on ***** and there have been no further issues"

  We called the customer and left a message.

  Thanks

• Initial Complaint

  Date:10/16/2024

  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 a website client who has a domain with them and doesn't remember their login info. Currently going on a week and about a dozen phone calls trying to recover the account and keep getting the runaround (Tech Support, ************** and Billing keep sending me to each other!).This should be a very simple thing to do... Worse experience ever with a Domain Registrar by far.

  Business Response

  Date: 10/30/2024

  Good morning, We have made several attempts to reach this customer, including leaving messages with a telephone number to call us back.

  This customer's phone never rings, it goes straight to voicemail.

  We have not received any response.

  Thanks

• Initial Complaint

  Date:10/16/2024

  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.

  On October 14, 2024, at approximately 1:10 PM Eastern, my landline telephone service, provided by Consolidated Communications, ***** became unusable due to technical failure. I subsequently contacted them by email (my only remaining communications option) in order to report the outage and receive immediate repair service. I have been instructed that *** cannot guarantee provision of a service technician until 2 weeks from this date October 28, 2024. As a timely paying customer every month, I find this dearth of service and customer treatment unacceptable and disgraceful. It also presents an unreasonable danger in the event of any kind of potential 911 or other ************ Im sure youre aware, CCI has previously been brought the ********************************************** and the VT ************************ for similar customer treatment in the past. I hereby respectfully submit this official consumer complaint, and trust that you will both take and notify me of all appropriate action against CCI in this matter. Thank you.Most Sincerely,**** ****** **************************************************************************** ************** ************************************** (Physical location is the same street address in ******** the US ************** mandates I use the above postal address and zip code)

  Business Response

  Date: 10/18/2024

  Good morning, This customer contacted us on 10/14/24 by email to report phone service was out.

  The computer generated a due date of 10/28 but we do try to pull phone repairs in sooner when possible.

  The customer contacted repair again today and told them they went to better business bureau and attorney general AND *** and stated they didn't want to hear apologies, they want it fixed now.
  
  We offered ******************** but the customer refused to change.
  
  10/17/24 RESOLVED; The technician's notes; Ran false section around burnt ******************************************************************************************* service. This customer is back in service."
  
  We adjusted for the 4 days out of service a credit of $11.21.

  We called the home phone and we reached an answering machine.

  Thanks

  Customer Answer

  Date: 10/18/2024

  Complaint: 22429081
  
  I have reviewed the business' response and am rejecting it because:

   

  While my service has been restored, I reject outright the assertions that a.) ******************** was offered but rejected. While it is true that I have no desire to switch to this service, NO such offer was EVER made in course of our dialogue, and; b.) NO message was ever left on my answering machine -- this was impossible to begin with for obvious reasons.

  Further, while I agree that a bill discount is in order because of this matter, $11.21 seems almost insulting based upon the lengths to which I was forced to go to receive action on this matter.

  In short, while I am "satisfied" with the fact that service has been restored to full functionality, I do not appreciate the attempts to misrepresent the true sequence of events, or to placate me retroactively with token financial discounts. Consolidated reveals itself to be an exceedingly unscrupulous firm, interested only in raking in profits towards its ********************** while disregarding their responsibilities to ALL customers as a ******************** utility and provider of other "legacy" services. This is regrettable.
  
  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:10/14/2024

  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 signed up for Fidium Fiber internet 1 gig at $65 monthly and the technician set up my home with internet August 20, 2024. I was promised the first month free as were many people here in ************** as the fiber optic lines were just put in. Unfortunately Fidium is refusing to honor the first free month. I was on the phone today with *****, a representative from Fidium that claims no such promotion exists. I explained to ***** that a Fidium representative had been standing at a podium outside of my place of employment signing people up for internet installations. That man was also promising people the first month of service free. You can compare the two services side by side and compare speed they told me. I asked ***** to transfer me to billing and I reached a woman with an Asian sounding accent who called herself ***. *** informed me that I was CORRECT, that the first month should be free. Unfortunately *** is in collections and cant make changes to my bill so she transferred me back to customer service. I waited on hold for 45 minutes then hung up and called back again. I have now been on hold for over an hour for customer service. I have very little ************** to do the right thing and I can see on our ****************** page that I am not the only one experiencing this particular issue. It is frustrating that a large company such a this can make promises to customers and not be honest or have the integrity to honor those promises. I am still on hold. I need to hang up soon. I dont have the time needed to resolve this issue. Please help!

  Business Response

  Date: 10/22/2024

  Good afternoon, 10/21/24 RESOLVED;  The customer paid past due $35.

  
  The customer was being billed for an WIFI extender so we adjusted $5.00 from the October bill.

   

  Thanks

  Business Response

  Date: 10/29/2024

  Good morning, SUMMARY; The customer's Fidium internet svc was installed on 8/20.

  The first bill printed on 9/3 which billed for service from 8/20-10/2 (bills one month in advance).

  The customer's promotion gives the customer a discount of $40 off of the internet cost of $110 minus the discount of $40 plus a paperless discount of $2.50 = $67.50 per month
  
  On 10/14 we issued a credit of $72.50
  

  This customer could save an additional $2.50 per month if she enrolls in autopay
  
  Thanks

  Customer Answer

  Date: 11/19/2024

  I was contacted by Fidium and an attempt to remedy the situation was made however I am still receiving incorrect billing statements saying that I have a piece of equipment in my home that is simply inaccurate.  
  I am being billed for an extender.  There is no service extender in my home.  Fidium has confirmed this but still bills me for it.  
  I am so frustrated that after so many attempts my bill is still inaccurate.  I worry that when I finally give up and cancel I will be expected to produce this piece of equipment that I dont have or better yet be charged for the loss/ theft of said extender.

  Any assistance you can offer is greatly appreciated.  I am still hopeful that this can be sorted out.  I look forward to getting the special offer pricing that was promised.  
  Customer service wait times are about an hour on hold to speak with a rep

  thanks for your help,

  *** ******

  Business Response

  Date: 12/02/2024

  Good afternoon, This customer's account has been credited and the **** extender charge has been removed from the bill.

   

  Thanks

• Initial Complaint

  Date:10/10/2024

  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.

  On 9/30/2024 I called consolidated to cancel my account. I was told that the cancellation would be in effect in 10/1/2024. On 10/4/2024 I check the internet to find I was still active. On 10/7/2024 I called consolidated again and they told me the cancelation did not go through and that now it would be effective immediately, It is now 10/10/2024 and I am writing to you using this email account. It is still active. They will not close this account and are still charging me. I want this account closed and retroactive to 10/1/2024 like I was originally told. The last woman I spoke with said she could see I called to cancel the account on 9/30/2024 in the system.

  Business Response

  Date: 10/29/2024

  Good morning, 10-22-24 RESOLVED; The account is finally disconnected.

  We left this customer a message that the account is disconnected and we credited the account in the amount of $76.15.

  Thanks

• Initial Complaint

  Date:10/08/2024

  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.

  I spent over one month trying to disconnect the service and account from ******************** and was charged additional costs. The costs are beyond what I was charged normally in the past. This business rarely answers their poorly staffed customer support line. I called several times and waited for over half an hour before not receiving any answer. After one month of attempting to contact this company I finally got through to someone after 45 minutes of waiting. I sold my house in early September and have been unfairly charged by a company that does not offer a normal and expedient method to end service. I want a refund of the last charge.

  Business Response

  Date: 10/15/2024

  Good morning, This has been resolved and we have left several messages for this customer that include the amount of credit we issued to his account.

  Thanks

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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.

  On 10/7/24, I attempted to cancel my internet service with Consolidated. I called the number provided on the portal, and was routed to ******. Multiple representatives attempted to transfer me to consolidated communications, but I was rerouted to the same menu. After being on hold for 40 minutes I got another representative from Fidium, who told me the same thing and sent me back to the same menu. After an hour on hold, I had to leave in order to provide care for my infant. I was unable to find a way to cancel my service online and have limited time to sink into the simple discontinuation of monthly service. This appears to be a predatory practice on the part of Consolidated to create a situation where customers just give up on discontinuing their service and are indebted to paying monthly fees until they are finally able to negotiate the difficult process of cancellation.I would like my services cancelled immediately.

  Customer Answer

  Date: 10/08/2024

  I was finally able to speak to a service *** and cancel my service. However, I still believe consolidated purposely makes the process of cancellation difficult, creating a situation of entrapment in their services for those who do not have time to spend an hour and a half on hold. This is something that should be possible from the online portal without the help of a service ***resentative.

  Business Response

  Date: 10/09/2024

  Good morning, 10/8/24 RESOLVED; We spoke to customer and he said that he was able to reach us about an hour after he filed this complaint to disconnect.

  Thanks

• Initial Complaint

  Date:10/06/2024

  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 live in the ************** area of ** where there is no cell phone service. My landline and internet connection both have been down for nearly a month with isolated windows where they will work for 10 to 30 minutes before going down again. I have called Cons. Com. (when the phone is working) more than 5 times since Sept. 10th. They promised to send out a tech on 9/20 and all was fixed for that day, but both the landline and internet went out again the next day. I resumed calling to report an outage whenever the phone line worked. Each time they promised to send out a tech, the visit was cancelled because of scheduling problems. I have kept records of when and whom I talked to, the dates and times when either or both the internet and phone have or have not been working, and the services I have paid for, both with the company and the streaming services that rely on the internet. I have work conferences coming up online, one of which I am scheduled to be a designated speaker, and need to get this issue resolved ASAP. If you can escalate this or have any suggestions about who to talk to, I would really appreciate it.

  Business Response

  Date: 10/21/2024

  Good morning, 10/18/24 RESOLVED; This customer is pending porting of her telephone service.

  This customer decided to disconnect DSL as well.

  Thanks

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and accept that this case is closed.
   
  Sincerely,
  
  **** ***********