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

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications

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

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:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please Describe Your ComplaintI called and made an appointment to connect my service in *************************. There is an existing line from the camper that had the site last year. Consolidated sent me the equipment which I set up successfully and I connected the line which does not ******* original appointment was for June 5th, which I took the day off from work as I am a remote worker. The technician did not show. I have had to pay for an office space in order to work with high speed Internet or work from my mother's house. My step father is ********************************************************* his routine which I am disrupting when I'm there all day.Consolidated sent a text that my appointment was cancelled and to call again for a new appointment which I did. My next appointment was for June 18th. I told them that was unacceptable as I didn't even have cell service and needed the Internet not only to be able to work but for **** calling. They said the would expedite my order. My"expedited" appointment was for June 17th, of which they did not show. When I called they said they had no tech to send, but that they would be there the next day, my original rescheduledappointment.Last night I received an automated call to confirm my appointment, but lost the call before I could confirm (or so I suspect) as when I called them this morning they informed me that my appointment was cancelled. My next "expedited" date is a July 2nd, but no fear, they've already sent me a bill!You can't call and talk to anyone "in charge". The phone *** calls a supervisor who puts in an expedited request to dispatch who works out of ***** (from what I hear). It does no good.Last week another camper in the campground had ***air service from Consolidated but I knew the tech was overworked and since he didn't finish until after 8pm I knew it was pointless to talk to him.I just need ***************** Would you please help me so I don't have to leave and go back home?

  Business Response

  Date: 06/28/2025

  This has been resolved. 

  This was an issue with defective facilities which were corrected. We issued the customer a credit on their account to adjust the installation fee as well as a credit for out of service. We have verified that the services were working. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We live in rural VT and rely on Consolidated Communications DSL (7M/1M) as an internet provider. We lost internet on May 17th and have been unable to get CCI to address the outage. My partner stopped and talked to one of their techs on our road and even though we are entirely without internet, rely on VOIP and an internet based cell booster, both work from home requiring internet, and have had Covid during the outage and were unable to have telemed appointment the tech did a fiber install that same day when they could have repaired out service instead. I fear the access to the ***** money intended to help ********** like us is being priorities over supporting existing customers. No one will tell us when to expect fiber and I believe our provider is ignoring our repair requests because our DSL is obsolete and they are cashing in on new installs instead. I am sure this is not the intent of these *****s.We were promised service on 6/13 and again on 6/14 and now have been rescheduled for 7/1 which I have no faith in them honoring. Our calls all go to a call center in the *********** and they always tell us we will receive a call from *** dispatch but we never have. This situation has created a very stressful and difficult situation for my family and any help would be greatly appreciated.

  Business Response

  Date: 06/24/2025

  Hello 

   

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

  Customer Answer

  Date: 06/27/2025

  Complaint: 23478760
  
  I have reviewed the businesss response and must reject it, as the compensation offered does not adequately reflect the severity of our service disruption. Our Internet was unavailable for a consecutive 34 days, yet we have only been credited for one month. Given the prolonged outage, the repeated failures by *** to keep scheduled repair appointmentsforcing me to adjust my work schedule around their 8 a.m. to 5 ************ windowI believe it is reasonable for us to receive a refund equivalent to at least three months of service, totaling $183.06.
  
  Both my partner and I rely on the Internet for VOIP, our cell signal booster, and transferring work files, as we both work from home. During the outage, we were forced to leave our home and drive to public Wi-Fi hotspots just to complete routine daily tasks. **** lack of timely response created significant hardship and likely resulted in loss of business due to our inability to respond promptly to clients. As of our last count, we had called **** service line thirteen times in an effort to expedite repairs and were repeatedly told the matter had been escalated, yet we did not hear from dispatch until we reached out to our local state representatives for assistance.
  
  Furthermore, several *** employees informed us that the company is actively prioritizing new fiber broadband installations over supporting existing DSL customers. I believe this is a misuse of the public funds CCI is receiving for broadband expansion, and I have filed formal complaints regarding this matter.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/30/2025

  We have given the proper adjustment for this ticket. We have no record of this customer being out of service for three months. The repair ticket was placed on May 18th and the service was restored on June 19th.  34 Days out of service which is what the credit was given for.  No further adjustment will be given. 

  Customer Answer

  Date: 07/01/2025

  Complaint: 23478760
  
  I have reviewed the business' response and am rejecting it because: my service was out from May 17th thru June 19th yet I was only credited for 30 days ($*****) so based on a thirty day cycle I'm still do $8.14 for the service alone which doesn't not take into account the hardship this outage has caused.

  Daily Rate: $***** 30 = $2.034 per day
  Credit for 34 **************start="414" data-end="417"> $2.034 34 = $69.16

  $69.16 - ***** = $8.14
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 07/03/2025

  Hello,

  CCI has confirmed that we were without internet service for thirty-four days. Therefore, the credit we are owed is a matter of straightforward arithmetic. A good faith effort is not the issue hereonly proper compensation for the loss of service.

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

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

  Thank you for your attention to this matter.
  ****

• Initial Complaint

  Date:06/11/2025

  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.

  Over the last 3 years to include the last two weeks we have had constant issues with our telephone service every time it rains. The technicians have come out and found the problem is with consolidates copper telephone lines in the street. They refuse to fix the problem and every time we report the issue to them they send us a text saying the problem is resolved but yet we still have no telephone service which we are paying for. I find this to be not only poor business practice but terrible customer service. I advised them last summer that if this continued that I would file this complaint to which I believe they ignored. We work too hard for our money to be paying for a service that we are not receiving.

  Business Response

  Date: 06/18/2025

  This was resolved on June 17th. 

   

  The customers service was restored and a credit in the amount of $38.78 was given for the time out of service. we left e message for the customer with the updates. 

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've experienced an interruption to our internet service, this started on May 15, 2025. Fidium attempted to correct the problem by sending a technical support member to our home who was unable to fix the problem. He escalated the ticket to a higher representative for the issue to be resolved. I have called and spoke to multiple representatives and supervisors who tell me that it's being worked on and are unable to provide me an estimated date of restoration, or an update about any progress so far. We continue to pay for services that they are not providing. Further more they are now telling us this is a wide spread issue, but we have surveyed members of our community who are not experiencing this issue. I have recieved two automated calls informing me the problem is resolved, which is not accurate. As of June 7th, the company continues to ignore that they have not fixed our service.

  Business Response

  Date: 06/12/2025

  The has been resolved. The customers trouble ticket has been worked.  We spoke with the customer on the 11th and confirmed that the services was working and issued them an adjustment of $95 for the out of service time. 

• Initial Complaint

  Date:06/05/2025

  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 am trying to activate the internet on a new laptop. I could not remember the password. I called Consolidated this morning and spent over 30 minutes and they could not help me - opened up a "ticket" to push the problem up the chain of command. I called back this afternoon, and still no resolution to the simple question of what my password is, or if it can be reset. I cannot believe that a simple question is so challenging! How long is an acceptable time frame for this question? I would have lost my job!

  Customer Answer

  Date: 06/06/2025

  I was called today by Consolidated Communications.  Their idea of a resolution is for a technician to come out on June 18th. Waiting 12 days for a password is not acceptable!

  Business Response

  Date: 06/12/2025

   

  This has been resolved.   

   

  Tis was a customer CPE issue.  The customer purchased some new equipment and hired someone to install it. The installer changed their passwords and did not tell them.  The service is working and resolved. The customer was happy with our tech that came out. 

   

  Customer Answer

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/05/2025

  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 requested a service transfer from Fidium Fiber for 4/1/2025 from 14 Memory ** ****** NH ***** to ************************************************************. Service was connected and everything was good. On 5/16/2025 I logged into my Fidium account and paid $95.00 for my bill. Fast forward to 6/2/2025, I woke up and my internet was out. I called and they said it was disconnected due to non payment. At this time the agent said I had two active accounts. When service was started at *****************, someone at ****** started a new account instead of transferring it. After 3 days and nearly 5 hours on the phone fidium refuses to fix their mistake and move my $95 dollar payment to the house I actually live in. They keep pushing for me to pay both bills because "it was still in service", despite me asking for it to be TRANSFERRED. There should not have been 2 accounts at any time. Now they are telling me my payment was final.

  Business Response

  Date: 06/17/2025

  This has been resolved.  The customer placed an online order to install service at a new location. This order did not move their existing service. It was ordered as a new install. We have made adjustments to the former account that was disconnected for non payment and we have settled the online accounts and assisted the customer in setting up the new online account. 

• Initial Complaint

  Date:06/04/2025

  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.

  Roughly one month ago we were switched from their original Consolidated service to Fidium due to an acquisition Our system was migrated and we have experienced over 50 breaks in internet service including two that went for several days. Each time they have told us the issue is fixed, however it has not been, even after our work computers were hard wired in for direct connection. We upgraded to the 2-Gigabit plan and now the internet drops at least four times a day. Since we work from home, it's become a serious disruption. One employee suspected that they are rotating coverage "tracks" and dropping us regularly throughout the day. It's awful!!!!******

  Business Response

  Date: 06/17/2025

  Hello 

   

  We have attempted to contact the customer on two occasions. Each time we got a voice mail. They are not returning our calls. There were two separate tickets opened with our tech support group. One addressing the internet connection issue and the other for a supervisor callback. Both have been closed out as resolved. Not hearing back from the customer, we assume that they are satisfied. We are closing on this end. 

• Initial Complaint

  Date:06/04/2025

  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 updated my phone and internet service, eliminating my phone service and continuing only basic internet. I was quoted $58/ month down from $146/ month. I have confirmation on the order. They did eliminate my phone but are charginge me $283/ month for internet. I have spoken to 4 different customer service people , over 6 hours on the phone, they all promise to adjust my bill and issue credits but instead i keep getting billed $220 over what i was quoted. I was forced to pay $264 last month to keep my service on and was promised i would receive credit on my next bill. Instead my current bill is $283.

  Business Response

  Date: 06/17/2025

  The customers billing is correct. We have attempted to explain that his billing was irregular due to some proration that occurred when the customer placed his last order to remove the phone from the account. The customer asked to speak to a supervisor. A supervisor tried to reach on on two occasions and has not received a callback. We did end up issuing an adjustment on the account for a restoral fee that was charged in the amount of $35.00 as well as the charges for the modem for $154.99. 

  Customer Answer

  Date: 06/17/2025

  I spoke to a representative who said she would correct my charges and she has not.  I was charged $150 for a modem that was I did not need or receive and that charge is still on my current bill.  I was also charged for upgraded internet service that I did not order.  I am still being charged for this.  lastly I did ask for a supervisor to call.  I did receive 2 messages from a supervisor (the call came in labeled SPAM, so i didn't answer)  On both calls the supervisor did not leave a call back number.  in reviewing other online complaints about this vendor this is a regular and I believe deliberate tactic designed to delay credit on clear over charges.    My bill before this started was $146.71/ month for phone and internet with internet costing $63.96 / month.  On 4/21 I cancelled phone and was quoted a monthly rate of $56.95 per month (conf # *******) with no other charges.  Since then I have been charged $151.91 in May, $161.34 in June,  I paid $264.22 because my service was suspended, I was told I would be credited any over payment.  In June my charges were $295.54 and I only have internet, phone has been disconnected.  I have only been credited $49.... ************ provider in terrible and they deliberately run you through an inept customer service to frustrate your and delay resolution in order to force over payment.  My charges should be $114 dollars for 2 months of internet only...they have billed me over $550...I have paid $264.  This needs to be addressed.  I want a call from a manager with a direct call back # in the next 5 days. THIS IS RIDICULOUS 

• Initial Complaint

  Date:06/04/2025

  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.

  have called several time to discontinue service no call back, the automated call return does not work. Also was charged for long distance service and I dont carry a phone thru them any more so that will not be paid

  Business Response

  Date: 06/11/2025

   

   

  This has been cared for.  

   

  We spoke with the customer on June 5th and placed a disconnect order. 

• Initial Complaint

  Date:06/04/2025

  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.

  Consolidated Communications customer service number for billing is incorrect, leading customers down long que's (over 40 min today) only to find out the number published on the bill is not correct. There are (for the 2nd month) unauthorized charges to our invoice and CC customer ******************** can not/will not answer it. But, when calling sales, someone happily answers right away, but, can not direct me to anyone that can answer my question. HORRIBLE customer service for charges (directory assistance during NON BUSINESS hours) that no one can explain.

  Business Response

  Date: 06/24/2025

  This was resolved. We spoke with the customer  on **** 9th and issued various adjustments for them. We were awaiting for their **** billing to post before responding so we could provide a response on a completed resolution. We provided adjustments on the April and May bills and added 411 blocking onto the account.