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:03/28/2023

  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.

  They doubled their bill from 70 a month. Without notice. And since then the last 3 months despite never being late on a bill, my internet has stopped working everytime I've payed my bill. Their support hours are inaccurate. Half the tome I call they say I'm apparently a customer of another company somehow? I don't understand how a company can double the price, and quarter the service and then just provide no communication. I've had 3 pending support tickets since JANUARY.

  Business Response

  Date: 04/05/2023

  Thank you for referring the customer’s concerns  to ************ for review.
  
  In regards to the billing, *** *************** had a
  promotional offer which expired in June of 2022.   The
  customer spoke with Customer Service on March 29, 2023 and placed an order to
  migrate his service from ************ to ****** *****.
  
  There was a disconnection for non-payment processed on February
  22, 2023 and a restoral order done on February 24, 2023. He had not spoken with
  Financial in years. 
  
  A ticket was opened on March 28, 2023 and it was closed on March
  31, 2023 with resolutions notes -  Provisioned
  new ONT and also had to rehang ***** jumper on outside of apartment as snow
  took it off where it was originally hung.
  
  The Escalations representative spoke with *** *************** and confirmed he was satisfied with the work done.
  
  Thank you

• Initial Complaint

  Date:03/25/2023

  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 have been without internet since 3/14/23 consolidated technicians are not making their appointments to resolve the situation no information from consolidated whatsoever this is fiber internet as far as I know they're doing nothing

  Business Response

  Date: 03/29/2023

  Thank you for referring Mr. ***********'s concerns to Consolidated for review.  The customer contacted tech support on 3/19 for
  the first time to report they lost internet. The customer was scheduled to have
  a technician on 3/23 but when tech went out they had to refer to another
  technician, second technician was out on the 24th and suspended the
  job advising need run cable as damaged one pole away from location. This was
  part of a cable break.  Due to the recent
  storms the repair was delayed.  We completed
  repair on the 28th.  We have
  provided an out of service credit to the customer.  thank you.

  Customer Answer

  Date: 03/29/2023

  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:03/22/2023

  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.

  I have had Consolidated Communications a long time as a Internet Service Provider with a monthly price of $77.52/mo. Without any notification or agreement they recently began charging me $202.96/mo in January. I was on autopay and this went unnoticed for 3 months. I reviewed all previous bills that were available on their website and nothing stated a price change. I contacted them over the phone to see why the sudden price increase and they changed my rate and basically said that they are increasing rates to encourage customers to switch to their rebranded company called ******. I asked if they ever sent me notice that my price was changing from $77.52 and they said they had not but claimed to verbally state several years ago over the phone that my price was subject to change. They never gave me the opportunity to cancel my subscription with notification for the price increase. Note: Comparable full price/non-promotion pricing is ~$90/mo. They are using this price increase to rebrand to ******. I was unsuccessful asking for a refund for all of the last 3 months of the higher price. ACCOUNT NUMBER ************

  Business Response

  Date: 03/29/2023

  Thank you for referring Mr. *******’s concerns to
  Consolidated for review.  The customer
  upgraded his fiber internet service from 30m to 1G in January 2020 with a
  promotional rate for 3 years. On the customer’s January 18, 2023 bill, the
  promotion fell off and his bill went from  $77.52 to $202.96 (the Jan bill
  was prorated to $198.91).
  On 3/21/23, the customer contacted Consolidated
  Customer Service and we explained the reason for the increase and advised him
  that he could convert to ****** to get a new promotion, he agreed and an order
  was placed and completed on 3/25/23.
  On 3/23/23, it is noted a supervisor attempted to
  contact Mr. ******* at his request.  The supervisor
  noted that it rang, went to dead air no voicemail message could be left, noting
  ADJUSTED LAST 3 BILLS DOWN TO ****** RACK RATE PRICING. Total adjustment made
  was $319.83
  Mr. ******* currently has a credit balance on his disconnected fiber account of
  $116.87. The Escalations representative spoke with him and apologized for the
  confusion concerning the promotion ending and explained the supervisor had
  adjusted the account and he was satisfied. 
  Once the final bill generates on the old account we will move any credit
  balance to the new ****** account.  The
  representative also noted that she explained the discount on the new account
  will expire in 1 year (next March 2024).
  
  Thank you

  Customer Answer

  Date: 03/30/2023

  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:03/16/2023

  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 am paying for 10 mbs of internet service and most days only get 2-5 mbs.
  When they answer the phone they take your complaint, send some one out to replace your router and your back in the same slow lane with in a few days.. the bill keeps going up a few dollars each month with no explanation.. lots of nonsense with these people.. if i could get another server here i would.

  Business Response

  Date: 03/27/2023

  Thank you for referring Mr. ******* concerns to Consolidated for review. We corresponded via email with Mr. ***** explaining our last trouble ticket on this line was on December 6, 2022. We also offered to upgrade services with a promotional offer which Mr. ***** has declined as he states he is happy with the 10mg service.  Mr. ***** has requested a billing summary for his account for the past year/two doe review.  We have emailed the requested summary and will wait for a response. Consolidated will continue to work with Mr. ***** on any reported troubles and billing concerns.

   

  thank you

   

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  While while the company did offer me a $50 credit on my bill they at the same time sent me a letter in the mail informing me that my bill would now be going up $3 a month to cover maintenance costs I can't help but wonder if everybody else got that same letter or was it just people like me? The company has yet to offer a position on why the bill changes from month to month and then go steady for a few months and then back to changing around up and down for a few months. When I signed up for this service I signed up for the 10 megabit per second service the company only guarantees 8 megabits and most days it's only five or six megabits it's a shame that when all of the cus***ers pay their bill every month we can't just send 50 60 maybe even 80% of what is due. There is absolutely nothing wrong with the money we send this company every month. It's perfectly good money we don't send them a bunch of dollar bills with 20 or 30% of them cut off.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 24, 2023 I received an invoice for 1 Gig internet service for $214.95. The plan was for $89.95 and was increased for more than 100% without notice. I called on Feb 28,2023 and the customer service department stated they hold no responsibility to inform me of a plan expiration. The customer service would prorate based on change of service to ******. The second issue is related to the 1 gig internet service. On Feb 27, 2023 a technician arrived to provide a new router. It was identified that the internet speed I was receiving was roughly 25% of the 1 gig internet service I had been paying for the last year. Service was slow and buffer was occasional.
  I had no tangible measurement to see the internet speed I was receiving. I thought this is how 1 gig internet service should normally operate. Come to find out the initial installation had taken short cut and utilize 15 year old co-axil wiring that was in my house. The Consolidated Communication installer clearly had knowledge the old co-axil wiring would not support the 1 gig internet service. I called for a refund for the service I was paying for that was never provided due to the negligence of the installer. The Consolidation Customer Service staff member spoke to a Supervisor and refused to do anything to refund the difference of the level of service I was receiving compared to the level I was paying for. I was told there is nothing they could do. The Technician that was at my residence is a witness of the internet speed received prior to establishing new wiring that supports 1 gig internet service. Consolidated Communication customer service stated I had not complained so they are not responsible.

  Business Response

  Date: 03/10/2023

  Thank you for referring Mr. ******'s concerns to Consolidated for review.  An Escalations representative has been in contact with Mr. ****** to discuss his concerns.  We have applied a one month goodwill adjustment to the account.  thank you.

• Initial Complaint

  Date:02/24/2023

  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.

  Account #*** They have been charging $8 every month for long distance calling. I have unlimited calling so they should not be adding this to my bill each month. I have had them for over a year.

  Business Response

  Date: 03/07/2023

  Thank you for forwarding Ms. *****'s further concerns to Consolidated for review.  The $8.00 charge Ms. ***** mentions is the Long Distance Access Fee which is assessed on any customer using Consolidated long distance services. 

   

  thank you

• Initial Complaint

  Date:02/15/2023

  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 sold one of my business properties on Nov 3, 2022 and purchased another business property the following day. At the old property (* *** *** ********** ** *****) I used Consolidated Communications for my Internet and land line services. At my new property I decided to go with the previous owner's provider, ********.
  
  On Oct 17, 2022, I contacted ******** to setup my new business services and specifically have my land lined transferred from Consolidated to ********. I was told by ******** DO NOT have my service disconnected with Consoldated until my land line phone number has been ported to a new cellphone with ********.
  
  It is now the middle of February and I have been unable to get Consolidated to release my land line, causeing me to continue to pay monthly fees to Consolidated for services that are not being used. I have spent over 40 hours on the phone between Consolidated and ******** to no avail. Consolidated refusing to allow me to speak to anyone in their porting department as apparently Consolidated will only speak with a third-party's wholesale department. Additionally, Consolidated refuses to speak with ******** if I (the customer) is on the line. ******** has initiated NUMEROUS porting requests and the only thing Consolidted has to say is ******** is not fulfilling the requirements for porting my land line. To complicate matters, Consolidated's Customer Serivce Dept has NO access to porting information and repeatidly states that ******** SHOULD KNOW WHO TO CONTACT AT CONSOLIDATED 3rd PARTY WHOLESALE DEPT and WHAT TO DO!
  
  Meanwhile, I'm stuck paying Consolidated for services that I am unable to use awaiting the porting of the land line I have had for the past 3+ years; the phone numbers my valued customers know.

  Business Response

  Date: 02/22/2023

  Hello,

  Our escalations agent is actively working to resolve the concern with transferring his services from Consolidated to ********. We expect there will be a resolution soon.

   

  Thank you,

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

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 cancelled my account effective 1/31/2023 but I am still having money deducted from my account.
  I need a refund for February and my account closed.

  Business Response

  Date: 02/22/2023

  Hello,

  Our escalations representative has worked with our financial services department and confirmed the refund is currently being processed. The account has been closed as requested.

   

  Thank you,

   

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

  Customer Answer

  Date: 02/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They still have my account open. The first thing they should have done was close my email access. I am baffled as to why they can not do this simple thing. I am still able to send and receive emails from the account, so I am concerned they will continue to charge for the access. Are they just not capable? And after all this aggravation they should absorb the $10 they want to charge me.
  
  
  
  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 03/03/2023

  I have received the refund but my account is still open. I am still receiving emails to that Consolidated email address when it should be shut down.

  Thank you.

• Initial Complaint

  Date:02/13/2023

  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.

  After installation of ****** internet service I can no longer get local news stations. The location in the IP unit has my location in a different state. Many calls have been made to the ****** service department, they tend to blame using a 3 rd party streaming service…..This is not true…....if I ask Google for a roofer near me for example, it gives me all ******** * ****** ***** roofers. This is a problem with ******. Doing research many other ****** customers are having the same issues

  Business Response

  Date: 02/22/2023

  Hello,

  Our escalations representative has reached out to the customer on February 20, 2023 and February 22, 2023 to confirm the concern has been resolved. There has been no response from the customer at this time.

   

  Thank you,

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

• Initial Complaint

  Date:02/06/2023

  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 no phones, all I seem to get is excuses from Consolidated Communications is excuse after excuse. They promised to look at the problem on Fri. or Mon. Now they say it will be Wed. I havw had no phones fo a week now, and can get no appt., or answers from them. I feel they owe me a credit for loss of service. they seem to just ignore my pleas for service.

  Business Response

  Date: 02/09/2023

  Hello,

  Our escalations representative spoke with Mrs. ******* on February 9, 2023 and explained the service technician process she can expect while her issue is being resolved. Compensation for her time without service in December has been applied to the account. We will continue to be in contact with Mrs. ******* until this matter is resolved. Any compensation due to time without service will be discussed with the customer at that time. 

   

  Thank you

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

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

  Consolidated Communications