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

• 

  Consolidated Communications

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications, Inc

  PO Box 909 Lufkin, TX 75902-0909

• 

  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:06/02/2025

  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 don&#**;t have any internet or wifi. I just got a phone and it needs wifi and internet to work properly. I was looking forward to having it fixed. Now there is no one to do it. I need them to fix the television so it has internet capability and wifi capability.

  Customer Answer

  Date: 06/02/2025

  The complaint has been resolved.

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising 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.

  Someone has a Fidium account with my phone number and I keep receiving calls and text messages about past due bills. I have called 8 different times to have my phone number removed from their system and they have yet to be able to do so. This is harassment at this point.

  Business Response

  Date: 06/11/2025

   

  This has been resolved. We have had the can be reached number removed off of our records. The calls, texts and messages to the customer should cease. 

• Initial Complaint

  Date:05/25/2025

  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.

  **************** is horrible. November 2024 my internet was out . I was given an appointment for a technician, told it would be anytime from 8 am -5pm. I waited all day. No technician. May 16, 2025 internet out, given an appointment for repair May 22. Again window for repair 8-5, again no repair. Given an appointment for Memorial Day, knowing how they work I will be shocked if anyone shows up. Not sure why appointments are given if they do not have the repair technicians.Would drop consolidated if I had another option

  Business Response

  Date: 06/02/2025

  This has been resolved. A technician restored the service on May 27th. We contacted the customer and issued an adjustment for the time out of service. 

• Initial Complaint

  Date:05/18/2025

  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.

  My landline phone has not been working for 3 days. I have called Fidium MANY times and no one has ever answered. When I call it has an option for home or business phone. I make the selection for home phone and then I sit on hold. One time I waited for 2.5 hours and no one picked up. I am self employed and this is my contact phone for all my clients. There is no option to email or for a virtual assistance on Fidium's website.

  Business Response

  Date: 05/21/2025

  Hello 

   

  This has been resolved. The customer service was restored on May 20th and we have issued a time out of service adjustment for the customer. 

  Customer Answer

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last several months, our phone service goes out. I make contact with consolidated repair & given a date the tech will arrive to repair. As of yet, there's only 1 time a tech called saying he didnt know what was wrong. Funny, it seems the phone was working then. A few hours later, the phone service stopped working. I've been dealing with medical emergencies and asked if the repairs could be expedited, been told 'we'll try', 'we dont have the tech support', 'there is no supervisor to speak to'. All I want is my phone service back that i've paying for. And we dont have cell service to fall back on.

  Business Response

  Date: 06/02/2025

  Hello 

   

  This has been resolved. We had a tech on site for six hours on May 28th. We repaired cable pair in four spots replace C wire with twisted drop ran Inside Wire because proper home run was never run for Internet. We issued an adjustment for the customer for $134.78 and have spoken with them. Service is working now. 

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/14/2025

  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.

  About two weeks ago I called Consolidated Communications, they are the telephone provider we use. I called because the line had static on it. They said someone would be out on 5/2/2025 between 8-5pm. I waited all day. Later that day they called and said that they were not coming. On 5/8/2025 ****, the phone man called and said he would fix the phone and I did not have to be home. He stated the problem was between the box located just up the road on **************** and the town phone company building.When I returned home, I still had static but NO dial tone. I have called EVERY day since and they told me that the next appointment they have is 5/22/2025. I expressed my concern multiple times as both myself and my husband have chronic health issues and can not be with out a phone in the event of a medical emergency. They told me on 5/13/2025 that they would escalate the ticket and they would text me back on my cell phone. I never received a text.On 5/13/20285 my niece, ***** **** called and spoke to a supervisor on our behalf. She explained to them that my husband is on a pace maker and the doctor monitors it through the phone line. The supervisor said she would escalate it again and would call ***** back. She did call ***** back later that day (****** was her name) and said that they had no update from dispatch on an earlier date. She said she would call ***** today, but nothing so ****** complaint is that we have been with out a phone since 5/08/2025 and live in a rural area, and we had a dial tone on the phone before they "fixed it". I am requesting you get involved to help us resolve this as soon as possible. There phone # is **************. My phone number that is not working is ************ and my pin is ******* Cell phone should you need me is ************. Thank you.

  Business Response

  Date: 05/21/2025

  This has been resolved. A technician was dispatched out on the 19th. The trouble was found due to an Inside wire being cut and some water issues in the basement. The wiring was replaced and service was restored. Customer is aware and we have issued a good faith adjustment to the account for $72.17

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost voice phone service, but not internet service, on 5/8/25. Because I am wheelchair bound with health issues, I need to be able to call 911 for emergency services. Used neighbors phone to call Called Consolidated Comm. Residential service # to get repair. Was told 1st service date available is 5/23/25. Asked for expedited service date due to medical conditions, and gave email address for contact for new service date. Called via borrowed cell phone again on 5/12/25 for expedited service date, and was told the escalation request would have to be approved by another department that neither the service **** nor myself can contact.I will contact their sales department about cancelling my account with ********************** after I find another phone and internet provider - probably through my TV cable company. Its a shame, tho. Ive had this land line for 47 years with very few service problems. Its been very reliable on the whole. The problem is the lack of repair service DATE INFO from their repair service system. Two weeks is certainly enough time for me to find another more transparent phone and internet service company.

  Customer Answer

  Date: 05/13/2025

  Good evening.  Im writing to inform you that my voice phone landline was restored this afternoon (5/13/2025) my a service technician from Consolidated Communications. My wife happened to look out a window this afternoon and saw a bucket truck slowly drive by our house in the small 14 house development we live in, and ran out to flag it down, having NOT received any communication from Consolidated about having our repair ticket expedited to a date sooner than the appointed service date of 5/23/25.  The technician told her he had just effected a repair, and our phone should now be working.  We asked him into our home and confirmed the phone line was indeed working now.  We thanked him for his work, and noted our landline phone service has been the most reliable utility we have had for the past 47 years, thanks to servicemen like him.  We speculate that perhaps Consolidated Communications has consolidated their communications with their customers to the point where the customer is not provided with timely, transparent information on when to expect service repairs - indeed, we never received the promised email from Consolidated informing us our request for expedited service had been approved.  

  Customer Answer

  Date: 05/13/2025

  Good evening.  Im writing to inform you that my voice phone landline was restored this afternoon (5/13/2025) my a service technician from Consolidated Communications. My wife happened to look out a window this afternoon and saw a bucket truck slowly drive by our house in the small 14 house development we live in, and ran out to flag it down, having NOT received any communication from Consolidated about having our repair ticket expedited to a date sooner than the appointed service date of 5/23/25.  The technician told her he had just effected a repair, and our phone should now be working.  We asked him into our home and confirmed the phone line was indeed working now.  We thanked him for his work, and noted our landline phone service has been the most reliable utility we have had for the past 47 years, thanks to servicemen like him.  We speculate that perhaps Consolidated Communications has consolidated their communications with their customers to the point where the customer is not provided with timely, transparent information on when to expect service repairs - indeed, we never received the promised email from Consolidated informing us our request for expedited service had been approved.  

• Initial Complaint

  Date:05/09/2025

  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.

  In January 2025, our land line was not working. Someone from Consolidated Communications came to our home and said the wire was broken and that while he changes the wire he would put in a fiber wire because it was better. He fixed the phone and put it new wiring and told us that someone would come over to to bury the wire. Well, now it is May and no one has come to bury the wire and we have called requesting this 4 separate times and still no one has come. Now, it is May, over 3 months have gone by, and now we are mowing and outdoors a lot, and one of us, or the grandchildren, are going to trip over wire and get hurt. We NEED this wire buried--it is about 50 yards long and goes over the lawn, over the stone patio, and in front of the house. Can you do ANYTHING to get them to bury this darn wire? THANK YOU!

  Business Response

  Date: 05/20/2025

  Good Afternoon. 

   

  We are waiting on a status from the ******. The job to bury the line was assigned out for a tech on May 12th. We are trying to get a status on that now.  

   

  We have attempted to call the customer on May 16th and again today but keep getting a busy signal. 

• Initial Complaint

  Date:05/05/2025

  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.

  Consolidated Communications is billing me $56 every month for internet and refusing to provide the service. I'm an online student who needs to have access to a reliable internet connection. It takes 20 minutes just to open my email.

  Business Response

  Date: 05/21/2025

  A trouble ticket was placed in Jan 2025 and the customer cancelled th ticket as resolved on its own. A Technician was at the customers location March 2025 to test connections and speed. No issues or troubles were found. The customer has since disconnected service with us. 

  Customer Answer

  Date: 05/29/2025

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

  Customer Answer

  Date: 07/03/2025

  Complaint Against Consolidated Communications To Whom It May Concern, I am submitting this complaint regarding my experience with Consolidated Communications, with whom I had been a loyal customer for nearly 10 years despite steadily declining service quality and rising costs. On May 5, I made my final payment to the company. In the days leading up to this payment, my service functioned unusually well. However, immediately after my payment was processed, the service ceased working entirely. I reached out to Consolidated Communications, but they refused to take any responsibility for the sudden failure. Due to the complete lack of service and the companys refusal to address the issue, I canceled my account and formally requested a full refund. It has now been over two months, and Consolidated Communications continues to withhold the money I paid, despite providing no service in return. This lack of accountability and failure to resolve the issue is unacceptable. I am requesting a full refund of my final payment and a written acknowledgment of the companys failure to deliver the paid-for service. Thank you for your time and assistance in resolving this matter. Sincerely,

  Business Response

  Date: 07/07/2025

  No Adjustments will be given.  We have sent technicians to the customers location and have discovered no troubles found on the line. The customer's complaint about having service issues was not a result of anything on our end. The cusotmer has since disconnected service. We billed for services provided. If a trouble on the line was found, proper adjustments would have been provided. This case is closed. 

  Customer Answer

  Date: 07/08/2025

  Complaint: 23287345
  
  I have reviewed the business' response and am rejecting it because:
  
  I respectfully reject Consolidated Communications response, which I find to be both misleading and dismissive of my valid concerns. My complaint was not about a single, isolated service interruption it was about a persistent, recurring pattern in which my internet service would consistently degrade or become nonfunctional immediately after a bill was paid, only to mysteriously improve again in the days leading up to the next billing cycle. This suspicious cycle occurred repeatedly, and despite multiple attempts on my part to report the issue, the company failed to resolve or acknowledge the root cause.
  
  Consolidated claims there were no troubles found on the line when technicians were sent. However, this does not account for the repeated degradation in service quality that occurred when no technician was present nor does it negate my lived experience of paying for a service that was frequently unusable. Simply stating no trouble found without offering a long-term resolution or explanation does not excuse poor service, especially when the timing of the outages suggests intentional throttling or mismanagement.
  
  Their assertion that services were provided is inaccurate and, frankly, insulting. Billing a customer for full service while delivering inconsistent or unusable service is unethical. I am not seeking a handout I am requesting a fair and full refund for the portion of service I paid for but did not receive.
  
  Furthermore, Consolidateds tone and refusal to acknowledge my experience or even attempt a compromise demonstrates a lack of accountability. If they truly believe they did nothing wrong, then I question the sincerity of their customer service model and how many other customers may be experiencing similar treatment.
  
  I urge the Better Business Bureau to keep this case open and to note that the company has refused to take responsibility or offer any meaningful resolution. My request remains the same: a full refund for the months during which my service was functionally unusable.
  
  Sincerely,
  
  ***** Von Beulwitz

  Business Response

  Date: 07/09/2025

  There is no valid reasons to keep this as an Open case.  

   

  The is an online student for courses at **********. The customer has 7M *********** with us which is a low speed for online streaming. 

  A repair ticket was created for the customer on March 22nd, for which a tech was dispatched on and found no trouble. The customer told tech support that they were having intermittent internet and when they tried to stream videos at 480p, it was slow and  it would drop. When troubleshooting with our tech support staff, there was no connectivity issues. 

  When speaking with our customer service agent, the customer complained about the monthly pricing that we have for our internet and called it extortion. The agent asked the customer if he had ever run his own speed test, and he replied that he had not. 

  The customer requested us to disconnect service last year, April 2024.  The customer called back and asked us to cancel the disconnect as they could not find other options. 

  There is no valid reason to keep this case Open. The customer has disconnected service since and is no longer a customer.  

  Customer Answer

  Date: 07/09/2025

  Complaint: 23287345
  
  I have reviewed the business' response and am rejecting it because:
  
  I reject Consolidated Communications latest response as it continues to misrepresent both the facts and my concerns, while further demonstrating the companys unwillingness to take accountability for the substandard service I received.
  
  First, their emphasis on the speed of my DSL plan (7 Mbps) is both misleading and irrelevant. At no point did Consolidated ever disclose that the plan would be insufficient for basic online coursework or 480p video streaming which are common, low-bandwidth tasks in ********. If this speed was truly inadequate for even moderate use, then why was it sold without proper warning? This only reinforces my claim that Consolidated knowingly charged for a service they could not reasonably support.
  
  Second, I reported intermittent internet and unusable speeds, which were not always detectable during brief technical check-ins. This does not negate the persistent degradation in performance I experienced, which consistently aligned with my billing cycle a pattern that neither your technicians nor customer service addressed meaningfully. The fact that the service happened to appear functional at the exact moment a technician visited does not disprove my months-long experience of unreliable connectivity. That is not customer error it is a failure in infrastructure or policy.
  
  Third, the companys inclusion of a personal detail that I am a student and an irrelevant anecdote about a comment I made regarding pricing (accurately, I might add) comes across as an attempt to discredit or minimize my complaint rather than address its substance. Instead of taking my feedback seriously, Consolidated has chosen to pathologize my dissatisfaction and reframe it as user error or misunderstanding, which is both unprofessional and manipulative.
  
  Yes, I ultimately discontinued my service because it was not functional and there were no better options available at the time. That does not absolve the company of responsibility for the time during which I was paying for a service I could not reliably use.
  
  My request remains unchanged: a refund for the last month I paid for unreliable or unusable internet access. I believe that any fair investigation into this case including an audit of my service logs, usage interruptions, and complaint records would support my claim.
  
  This case remains open because the core issue has not been resolved: Consolidated Communications charged me for a service they failed to consistently provide. Simply stating there is no valid reason to keep this open does not make it true. What would be invalid is dismissing a legitimate customer grievance without taking it seriously.
  
  Sincerely,
  
  ***** Von Beulwitz

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 are paying ****** or more a month. for ***************** *(if you can call it that). it buffers really bad and freezes terribly. they brought us a new box. tech support is no help they were suppoosed to upgrade the internet for an Additional $5.99 a month. they are charging us the $5.99 but no faster upgrade it takes ***** minutes sometimes to access the different sights.