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:09/25/2024

  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 had internet issues for over a week, with the internet either being completely out for hours, very slow, or constantly going in and out, as well as a buzz in our phone line that makes it very difficult to hear anyone taking. We have called consolidated daily since last Monday, on most days weve called multiple times in a day. They tell us to wait for a call back and no one calls back. Every time we call they tell us the ticket is still open and yet no one calls us

  Business Response

  Date: 09/30/2024

  We resolved issue, and have issued a credit to your account.

• Initial Complaint

  Date:09/24/2024

  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.

  They scheduled installation from 8-10am. I took time off to be here. Tech called at 10:07 to say hes running late. Its now past noon and still no word. Tried to call customer service but got a recording saying theyre experiencing a high rate of calls. I want to be compensated for my time.

  Business Response

  Date: 09/27/2024

  Good morning, 09-26-24 RESOLVED; Mr. ****** left me a message last night reiterating the series of events on the day of his install.

  His appointment was to be between 8:00AM and 10:00AM.

  He did say he got a call from the tech at 10:07 stating he would be there around 11:30 and then didn't come until 1pm.

  He is not happy with the installation not being when he was told.

  We credited his first bill.

  Thanks

  Customer Answer

  Date: 09/29/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/23/2024

  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 an **************** contract with Consolidated Communications and have received service from them for a few ******** May and June of this year my internet worked about half of the ******* service stopped working last July. I contacted the company countless times, but was not able to speak with anyone who could help me. In August the service worked intermittently, approximately 50 % of the ******* far this September it has worked approximately 50% of the time.When the internet does work, it does not support the functions that I use it for. I have spoken with representatives from the company as well as others, who have all assured me that the service I am being sold is sufficient for my internet needs. When the internet does work, and I can access Zoom, ****** Classroom and other features necessary for my employment and indeed the only reason I persevere with Consolidated's service, it only works for a brief time, always poorly, and then dies. I want to ask that the service being provided to my home be repaired in order to work.I wish for the company to explain the speeds that my service guarantees me and ensure I am receiving what I am being sold. The service I receive does not reliably allow a user to browse a retail website, or access *********** never mind higher data functions. I wish to be reimbursed for July's bill due to not receiving service that month. I wish to pay my current bill over the phone, as I don't have reliable internet service at my home to access my account.

  Business Response

  Date: 09/30/2024

  We have placed 2 month credit on your account. *** did also leave a modem there for you at door way.

• Initial Complaint

  Date:09/17/2024

  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.

  stop payment on service I no longer have. plus owed a refund for last month.

  Business Response

  Date: 09/23/2024

  Good morning, 09-23-24 RESOLVED; No response from Ms. **************** reached out to our collections department to have a $48.32 refund processed.

  09-19-24 UPDATE; Left another message for Ms. ****** to have her call me to go over complaint
  
  09-18-24 UPDATE; Left a message on ********** for Ms. ****** to call me to go over billing.

  Thanks

• Initial Complaint

  Date:09/17/2024

  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.

  August 21st, I was suppose to get internet service,, I called them late on 8/21/24 and after being transferred several times I was told there was a problem and would require technician. I was promised phone call next day. But never received one. I kept trying service and had nothing, On Friday September 9th I received bill for internet service that I never received, I was on hold for over an hour and was then told that my account was suspended and a supervisor would have to call me.( there was an outstanding balance from 15 years ago because i was suppose to have a bundle package that never happened. I complained to bbb back then and was only able to get basic phone) I paid that amount off so I could get caller id and long distance even though I still don't believe I owed it. Anyhow supervisor never called and I never got internet service. I finally contacted them again last week and they cancelled internet and sent mailing sticker so I could send it back, but charge is still on my account. I want this charge reversed. I never received the service and never received any call backs as promised.

  Business Response

  Date: 09/23/2024

  Good morning,  09-18-24 RESOLVED; We called Ms. ******** and went over the series of events and apologized.

  We  explained to Ms. ******** the October bill will adjust all internet charges,

  She will pay the regular amount and we told her we will follow up on the October bill to ensure it is accurate.

  Thanks

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/13/2024

  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.

  Consolidated Communications provides bad service and terrible customer service. Sought reconnection of service and trouble shooting of failed reconnection of service. Waited on hold and on the line with a dozen employees for at least four hours with no resolution. Each employee gave conflicting information about the service and how to get help with the issue. Timelines were promised and not met. In addition to the unreliable service with no tech support and failed customer service, the cost of the service has doubled and fees increased with no added value to customer. When the service does work, its often very slow and inadequate given whats promised.

  Business Response

  Date: 09/19/2024

  Good morning, Summary;  The customer was suspended non pay on ********.

  The customer paid the overdue amount and an order to restore was put in system 09-12-24 and it was noted it could take up to  24 to 48 hours to restore service.
  
  The customer contacted technical support ***** and they were able to help the customer get back online.

  There have been no other calls to tech support concerning issues with internet since 2021.
  
  We issued a credit for 1 day out of service ($2.43) although this was still in the timeframe quoted for restoral. 
  

  All customers had a price increase with the same service which was $7.00 in February 2024.
  
  Bills were higher the last couple of months because of overdue collection fee and a $***** restoral fee from suspend non pay in August and will have another ***** restoral fee from this months suspend non pay.
  
  09-18-24 RESOLVED; No response from the customer. 
  
  09-17-24 UPDATE; Left another message for ****** to call me to go over complaint.
  
  09-16-24 UPDATE;   Left message for ****** to call me  to go over complaint .

  Thanks

  Customer Answer

  Date: 09/19/2024

  Complaint: 22283779
  
  I have reviewed the business' response and am rejecting it because:
  
  Business has provided a misleading narrative in response.  I spoke to multiple staff and they never informed me that restoration would take longer than 24 hours. To the contrary, they were surprised it was taking so long. 
  

  In addition, I was promised tech support within one hour and it took nine hours to get in touch with that department. 

  I want the restoration fee of $35 credited.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/19/2024

  Good afternoon, We issued a credit already for downtime even though the customer's service was down due to being suspended for non-payment.

  We are not going to credit the restoral fee as this customer was suspended for non-payment and this fee is charged to every customer's account that is suspended for non-payment and then restored.

  Thanks

• Initial Complaint

  Date:09/11/2024

  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.

  My landline has not worked for weeks now. Consolidated Communications scheduled an appointment for 8/30/24. I had to be available from08-1800. No one showed up. I have called several times every week. I am told they are coming the next day but they never show up. I live in a very isolated backcountry setting. A landline is essential. ************ is spotty and not reliable. They keep lying about sending a repair person out and I have to wait all day for them to no end.

  Business Response

  Date: 09/17/2024

  Good morning, 9/16/24 RESOLVED; Repaired drop and protector side of network interface device.

  Also the phone line is working but the customer will need a new telephone.

  We issued a credit for 24 days of $73.27 and called this customer and left a message.

  Thanks

• Initial Complaint

  Date:09/10/2024

  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.

  No internet service. 8/30 - tech support scheduled for earliest date they had available 9/9 9/3 - confirmed tech support for 9/9- explained work from home when at the house and *** said case is being expedited. 9/5- guaranteed tech support for 9/9, but told maybe they could fit us in on 9/6. Go to vt and wait. Told I need internet to work and that my son had to do his homework hotspotted to his phone in the grocery store parking lot- he stated this was expedited because of that 9/6- supervisor said never intended to try to fit us in on 9/5- does not know why told that. guaranteed 9/9 and stated he was escalating the case. 9/9- called for time for visit, told they wont get to me today, 100% guaranteed tomorrow.9/9- spoke to supervisor who stated he would speak to dispatch to confirm explaining to him that I am not getting paid waiting for tech support. Stated he was escalating the case. 9/9 at 6:48 pm. Called to check on tech support for 9/10 and was told that I was scheduled for 9/9 @7pm- waited until 10:30pm- no show/no call. 9/10 call to check on timing for tech support- assured by supervisor he checked with dispatch and the tech is scheduled and they will be calling me ASAP. He also stated he was escalating the case. 4 hrs later I called back and spoke to another supervisor who stated there are no notes referencing conversation with dispatch today only that case has been escalated- he called dispatch and was told no one would be coming today and that I am now scheduled for 9/11. Consolidated has provided poor customer service, lied on numerous occasions, ***eatedly guaranteed service dates/times with no show- no call for scheduled tech support. I have missed 2 full days of pay waiting for them to show after being guaranteed there was a tech assigned and scheduled and now am being told Im guaranteed tomorrow 9/11. I have a timeline with names, dates, *************** of calls but cant send due to no internet. Writing from phone at store.

  Business Response

  Date: 09/12/2024

  Good morning, 09-11-24 RESOLVED; Technician's note -"Modem was fried by lightning. replaced modem and changed said/password. service restored"
  
  We spoke with Ms. ********* and she was unhappy to say the least. 

  
  We credited her account for a full month's service for a total of $139.01.

  Thanks

• Initial Complaint

  Date:09/10/2024

  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.

  We have been trying to contact Consolidated (date of first call was 9/4) to look into their VoIP phone service. In doing this, and being dismissed 5 times for excuses such as (we will call you back, we will put you on hold - then hang up, that person you are trying to reach is not in office, etc.) we have found out that there is an entire extra line we have been overpaying for. When signing up for a fiber internet deal (internet + 2 phone lines) four years ago in 2020 we were aware of the line. Until recently, we did not know they have discontinued the internet "deal" and have been paying $191 a month for two lines ($36 + fees/tax), one of which we do not use and have expressed that with them. We are a small nonprofit organization and need to find the best deals and were reassured when signing up that our "agent" would stay in contact for the latest deals (back in 2020). There is no way to find out this deal was discontinued online, nor prices unless calling... which they do not answer. Now, they are no longer taking any of our calls and I have not be able to reach them via email. At this point, all we are looking for is some sort of store credit to make up for the loss in funds and to transfer to their *************

  Business Response

  Date: 09/30/2024

  We are working with this customer, and be able to provide an update after 10/6/24

  Business Response

  Date: 10/07/2024

  We tried calling you to advise of what we could do.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/08/2024

  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.

  In regards to internet service that repeatedly shuts down causing lost time and function of the computer. And continuous slowing down of service to a point well below the speed which I pay for. And occasional interference noise on the phone line even to the point of being unusable. This is an ongoing problem and has happened continuously for the past several years. Compensation is for approx 2 months of service and my personal time attempting to resolve the problem, including wait times of up to several hours just to speak to a representative.

  Business Response

  Date: 09/16/2024

  Good morning, 9/13/24 resolved; Technician notes; " Re-spliced at serving terminal and 101 terminals in driveway. The numbers look good."

  
  We issued a credit of ****** to this customer's account.

  Thanks

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/18/2024

  Good afternoon, The response on 9/13/24 has a typo.

  The customer received a $25.00 credit not $425.00.

  This customer is now demanding we give him a $425.00 credit that he is not due.

  He is not owed $425.00 and we have already issued the correct $25.00 credit.

  Thanks

   

   

  Customer Answer

  Date: 10/22/2024

  In response to Consolidated Communication's new email and statement. The $25. credit that they issued was for 1 month of terrible service for my internet service. As I previously stated, the internet service I receive from them is terrible. It has, and continues to repeatedly cut out up to several times every day. Back when the original complaint was filed, a technician, while here on yet another service call said it showed my service had been interrupted 140 times in the last month. This problem is still ongoing, though perhaps not quite as often. Obviously this disrupts any work being done online, watching television shows coming through the router and all the time I personally spend on this problem. The time I spend includes all the calls to CC, the time spent with a technician when they arrive, being on hold for hours at a time, and even longer times waiting by the phone for their callbacks. Currently the internet service costs me $35.85 per month. I easily spend 4 -6 hours, or more each month dealing with this problem. I believe my time is certainly worth at least the amount CC charges for a service I do not receive !!  I am not agreeing to their offered settlement of a one time $25. credit. That $25. doesn't even cover the time I have spent with you, the BBB. Thank you in advance, I await hearing what the next step will be.   

  Business Response

  Date: 10/22/2024

  Good afternoon, We have issued this customer all the credit that was due.

   

  Thanks

  Customer Answer

  Date: 10/23/2024

  Complaint: 22256318
  
  I have reviewed the business' response and am rejecting it because: they have not provided the service that I pay for. I am constantly having to reboot my modem to stay connected to the internet, and I spend hours of my time dealing with the problems that this creates. Please see previous complaint and attachment.
  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/13/2024

  Good morning, 11/12/24 resolved; A technician woerked this ticket on 11/8 and noted "Tok with Sub, 8.2-1.2, max attn 14m. Customer is overdriving, sub aware and ordered fidium already
  
  This customer has not placed order for Fidium fiber and is currently overdriving their DSL speed.

  We have called this customer multiple times and left messages reminding him to place an order for Fidum fiber.

  Thanks
  
  

  Customer Answer

  Date: 11/24/2024

  In response to your letter, I have not been satisfied with the reply from Consolidated Communications, and stated so in my last reply to you. However, at this time, there appears that I can do no more short of a court battle. They have lied and misrepresented the facts. And at this point my only recourse is to wait for the fiber optic to be installed and go from there. I just hope that you will give the company the lowest possible ratings for their services. Thank you