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

  700 W Lincoln Ave Charleston, IL 61920-2467

• 

  FairPoint Communications, Inc.

  521 E Morehead St Ste 250 Charlotte, NC 28202-2695

• 

  Consolidated Communications

  4041 28th St NW Ste 200 Rochester, MN 55901-7943

• 

  Consolidated Communications

  PO Box 324 Mankato, MN 56002-0324

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:09/08/2024

  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 

• Initial Complaint

  Date:09/07/2024

  Type:Sales and Advertising 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 need to report a harassing business practice from Fidium Fiber.Since 8/20/2024 Fidium Fibers Telemarketers have called 10 times, including twice in one day on 9/4/2024, attempting to sell me their product. On 8/6/2024 I informed them clearly that I wasnt interested in their product. They continued to call. On the second call on 9/4 I informed them very specifically that I wanted them to stop calling me (they should have a recording of my directive). Since that time they are still continuing to call (9/6/24 and 9/7/24).

  Business Response

  Date: 09/10/2024

  Good morning, We have removed this customer from our Fidium marketing.

   

  Thanks

  Customer Answer

  Date: 09/10/2024

  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:09/07/2024

  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.

  Called company to repair scratchy phone line. Tech came and worked on line which he claimed he fixed. After he left line remained scratchy (unusable) and my DSL internet connection was gone. Called back and was given a date two weeks in the future 9/3. Never showed and numerous further calls they kept assuring me someone would come the next day. Now 9/7 and no sign of anything happening. My security system relies on a landline connection. I use their internet for backup. If it was my primary connection I would be desperate by now. **************** is useless. Now way to speak to a supervisor. Need help

  Business Response

  Date: 09/13/2024

  Good morning, 9/12/24 RESOLVED; Technicians note; "Bad port, repaired test ok".

  We spoke with this customer and confirmed service is working.

  We issued an out of service  credit for the period of 8/11-9/12 in the amount of $120.44.

  Thanks

• Initial Complaint

  Date:09/05/2024

  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.

  Aj payment was sent for ****** *** they credited us *****. I have a receipt for ****** with check number *********** dated 7/20/24. I have called 7 times between 8/9/24 to 9/5/24 with no response. I sent 3 emails with attached receipt to ************************************* 8/14/24, ************************************* 8/15/24, and ************************************** 8/16/24. I received a final disconnection notice on 8/29/24. I called 9/5/24 was passed around and on hold for 30 minutes and the situation was still left unresolved. Now the bill for disconnection is ******

  Business Response

  Date: 09/17/2024

  Good morning, The $100.00 difference has been processed and the customer's account balance is now accurate.

   

  Thanks

• Initial Complaint

  Date:09/05/2024

  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.

  ********* IT Solutions signed a new contract with Consolidated to receive 600mbps fiber on 6/20/24. We currently only have 25mbps. We still do not have the new service installed and they keep giving us the run around. They came out to do the install last week to install the fiber circuit, and said the office suite downstairs shares our internet. They said the suite downstairs will lose their internet for 2 hours. We are both businesses that operate between 8-5. There's no way that the other business can close for 2 hours just so our office can get new internet. I have requested by email to have this escalated to a supervisor and our installation project manager, ***************************, ignores my request. Right now we are waiting for Consolidated to respond to email/calls from our property manager to get things moving and to see what they can help with. It feels like Consolidated is pointing the blame at others so they don't actually have to get the job done. Our internet is dropping multiple times a day and our employees are not able to work. This has been going on for months and Consolidated is not solving our problem by providing us better internet. We signed the new contract 77 days ago. It should not take 77 days for a service to be completed.*************************** - Installation project manager ***************************************

  Business Response

  Date: 09/17/2024

  Good morning, Resolved 9/12/24; The new service was installed on 09.12.24.

   

  Thanks

  Customer Answer

  Date: 09/17/2024

  Dear BBB,

  I wanted to confirm that I am satisfied with the resolution since our fiber service was successfully installed on September 12th, and everything is now working. However, I remain extremely frustrated with the overall process. The length of time it took to get the installation completed was far too long, and I feel that I had to be overly involved in pushing things forward. I am disappointed that I had to guide the company through each step to ensure the job was completed.
  Thank you for your assistance in resolving this matter.

  Sincerely, 

  *********************
  
  

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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.

  applying late fees before due date. Not able to speak to customer service due to high call volume. Not accepting calls due to volume.

  Business Response

  Date: 09/05/2024

  Good morning, Update 9/4/24 RESOLVED; We with this customer and she is upset with the long hold times and says it is impossible to get thru to anyone.

  We apologized and advised we would make note of her experience.

  We also went over why overdue collection fees are billed and explained when a payment is not received by the due date, we give it a few days and then send a late payment notice which triggers the fee.

  The customer stated she understands the process now.

  Thanks

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  Hold times not resolved.  
  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:09/02/2024

  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 ordered 1 Gig internet from ****** in May 2024. After not receiving the quality and speed of the internet I ordered I called dozens of times because of dropped or intermittent internet and I had 6 people visit my home and check or reinstall equipment. The last installer said that 1 Gig was impossible from the company at this time and that the 5G service that was promised was still a long way off. Fidium then charged me $100 for the installers home visit, which did not solve my dropped internet. I'm asking that the last bill that I received be dismissed because of the lack of service that I thought I would receive from ********* May my neighbor also signed up and an installer asked me if he could lay a line from my box (on top of my grass around the side yard and around the back of my property) for 3-4 days to attach to the neighbors home.He said it was made of glass and to not touch it. I have asked every time that I have called and to each installer coming to my home to please remove the line. To no avail. The grass where I have not mowed is disgusting and a complete eye sore. Please ask Fidium to remove the line. Thank you for your help in this matter.

  Business Response

  Date: 09/10/2024

  Good afternoon, We issued a credit of $99.00 and the work has been completed as of 9/10/24.

  Thanks

• Initial Complaint

  Date:08/28/2024

  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 am beside myself with frustration with CCI. I have been on the phone today with ***** for 45 minutes and for 38 minutes with another person in billing and got no resolution to the problem. Your online billing says I have a balance due of $214.60, however you do not show a payment made on 8/18/2024 of $71.00 even though you emailed a payment confirmation number of 200040288980.In addition when I look at my payment history on your website, it only shows 4 payments in 2024 instead of the 7 payments my bank shows going to Consolidated. You show just $365.83 in payments but the bank shows $792.28 that you withdrew from my checking account, all done online. Furthermore when I asked ***** how much you charged me in late fees she said it was only $1.55, which doesnt seem right.At this point I am drafting a complaint to the **** which I am holding pending the outcome and resolution of this problem. I kindly expect a contact from someone in authority who can resolve this issue.

  Business Response

  Date: 09/05/2024

  Good morning, We called ****** and spoke with him about his executive escalation.

  He stated that all is well and he had it all figured out as the payment was returned so he is working with his bank.

  The only thing we could do on our side was waive the late fee.

  Thanks

   

• Initial Complaint

  Date:08/28/2024

  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.

  Fidium came on August 23 to connect our telephone to a fiber optic line. It has not connected properly and they are not sending a tech out Until September 11. We have no phone service,, they sent us multiple ads to sign up and change, now they can't get us connected properly, not enough available space etc... Emailed them because phone won't connect, they email back saying sorry, check this, check that, its a new connection that hasn't been right since it was hooked up. I am not checking everything they did!

  Customer Answer

  Date: 08/29/2024

  Fidium showed up today and fixed it!  Our phone is now working!!! 

  Thank you for for your prompt attention to this matter!

   

  *****************************

• Initial Complaint

  Date:08/27/2024

  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.

  Our telephone has not been working for the last 2 months and each time we call to put in a ticket they tell us we have to be home to get it fixed but will not set up an appointment, when we work over an hour away from home. They expect payment in full for the 2 months of no telephone or we will get late fees. The last straw was yesterday after finally making an appointment for us on 8/26/24, my husband took the day off work without pay (loss of $100.00) to have them come and fix the phone, and when they did not show up at 5 pm and I called, they told me oh they had changed the appointment to another day without notifying me at all. I cannot have me or my husband take another day off without pay to have them do this again. This company is giving me the royal run around and I really need to have my home phone fixed as my cell phone only comes in at my home location when the sun shines and outside on the lawn. We have had to pay 2 months of the phone bill which is around $300.00 which is crazy when we don't even have use of it.

  Business Response

  Date: 09/03/2024

  Good afternoon, 9/3/24 RESOLVED 12:32pm A technician was out on 9/2 and noted they repaired the conductor.

  We adjusted from 6/22/24-9/2/24 a credit of $222.82.

  The customer has a remaining credit of $54.09 on the account still.

  We called customer at home and left a message.

   

  Thanks