Cable TVs
Consolidated CommunicationsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Consolidated Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 415 total complaints in the last 3 years.
- 158 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/27/2023
Type:Service or Repair IssuesStatus: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.
There is a LOT more to this...however I am going to try and bulletpoint this for efficiency. I can always file a second complaint to fill in more details if needed though.
In July there was an install for the social services org. There was a delay. It was pushed back again.
Two weeks of mediocre service. Then there was an issue with the internet...lights all fine...but if you connect to it and do anything in a browser or service using wifi, it will either crash and power cycle for an inconsistent number of times, or when you troubleshoot it will say something to the effect of 'unable to located dns server, please contact your network provider'. A new modem was sent (in total, six have now been sent). Troubleshooting with cmdprompt with tech over the phone confirms that the operational numbers are well below what the standard is, which requires a ticket to be made. This is where things go to ***** Roughly half these tickets are 'not filed' correctly (as confirmed by some of the tech reps who locate the ones not followed up on)...and of the ones that are, when they are received by whoever looks at them, they get auto closed...because the internet is not engaged from their side 'everything looks fine'. So often they will not actually send someone out. I have to spend sometimes hours, making it clear I am expecting a human person to meet at the property. Sept twice had service dates where I met at the property for the 8hr time window only to be stood up...and getting a voicemail later that night the tech called to say 'everything was good' ...only nobody showed up and things were in fact not 'good'. October I believe there was one missed appt. November there was a missed appt but there was also a second time when a tech was out and could not do anything because collections turned off the service...and blamed customer service...and customer service said they could not do anything until tech resolved the issue. There is not enough space to finish this problem...Business Response
Date: 02/06/2023
This customer's complaint is actively being addressed by CCI.
Thank you
Customer Answer
Date: 02/08/2023
********** ********
I am rejecting this response because:
I am not sure what the 'actively address' of the issue is here...can you please detail that further? I see no evidence of such a claim...please point to where I could read more about what is going on to resolve the issue at hand.
**********
************ *******Business Response
Date: 02/09/2023
Hello,
Our escalations representative has worked with multiple departments to review the concern regarding ************ ******* The customer has been non responsive to CCI's attempts at addressing his billing and service issues from the time service was established until present. Additionally, the customer has denied access to the premises on multiple occasions in an attempt to resolve trouble issues. Due to the repeated documentation of the customer not paying the bill, refusing to speak with our billing office and hostility toward our CCI techs to assist, this account will remain in collections until the customer is willing to address the outstanding balance to re-establish service. Mr. ***** has been provided a direct line to ***** ******* ** ************ to discuss this matter further.
Thank you,
***** *************
********* *********** **********Customer Answer
Date: 02/13/2023
Theres another issues, which will be a separate complaint to follow. However, this complaint has to do with the scheduled foreman who was to meet at the property address for 2/10/23 between 12-4pm. This person was a no-show. This is now the 9th no-show since September. As mentioned previously, between two dates the week of Jan 23rd, this was scheduled...cumulating over five hours and several reps to coordinate the ticket. All 34 devices were available at the property to be looked at, and yet the foreman was not there to troubleshoot and identify the issue. It seems there is no urgency in trying to identify the issue. We are going to go ahead and send a cease and desist letter to your Board of Directors and notify them of the full scope of the issue at hand since August. Should they not return any notification within 30 days of notice, which will be requesting a firm date and time in which service will either be confirmed as unable to be provided OR what the solution to the issue is (with a plan of action to not have it persist) it will be assumed you have violated your own terms of the original contract terms. If there is a serious person in some higher tier of care that wants to include in a public facing conversation with the full scope of the issue, not just some self-serving bullet points with blatant omissions, that will be another acceptable means to get the confirmation if there will ever be functional service provided.Initial Complaint
Date:01/26/2023
Type:Service or Repair IssuesStatus: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 called to cancel our internet service with Consolidated Communications and they said I would need to pay an early termination fee because we had verbally over the phone agreed to extend the contract. My husband had called to cancel and they offered him a lower price and he took it. A year later we are now trying to cancel and they are saying he agreed to extend the contract and they have a voice recording. I asked for them to send me this voice recording and was told they do not send this to the customer. I have called twice and heard the same answer. I called again today and asked to speak to a supervisor and was once again told the same thing and there is nothing they can do. I told them if you cannot provide the recorded voice conversation we are not paying the early termination fee. Very bad customer service and this is a scam many companies use and they do not have anything recorded.Business Response
Date: 01/31/2023
Our escalations representative spoke with the customer and came to an agreement on the early termination fee that was charged.Customer Answer
Date: 02/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:01/20/2023
Type:Service or Repair IssuesStatus: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.
Problem began on 1/192023 when I received notice that Consolidated would be updating our service from ******** to ****. At that same time, our ******** phone service, internet service and our online were all deactivated.
They did address the ******** phone and online account access after 2.5 hours and transfer originally from *** to ***** **** then asked to call customer care service that then transfered to ******** tech support then asked to call ***** **** then transfer to billing then transfered back to customer care.
Our online account was moved to a new login without previous notice nor any notice of a change. They did update login so we could gain access.
Our ******** phone is back active.
Our internet has been out for more than 24 hours with no access for credit card transactions nor accepting online orders for curbside pickup.
It was stated that a pole was down as a result of whether but the community in ******* didn't respond to any issues within the town related to down ***** *******.
Consolidated has obviously switched our account over early thereby discontinuing our existing ***** ******** before doing the necessary equipment install leaving our business without internet until 1/25/2023 and will not address the issue until then leaving our business void of being able to accept sales.
They appear disinterested with helping our business and we have no alternatives in internet providers in our area.Business Response
Date: 01/31/2023
We are currently working with this customer to resolve the issues reported. Thank youInitial Complaint
Date:01/20/2023
Type:Billing IssuesStatus: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.
The reason I've filed a complaint is I am being overcharged for this payment. It's different prices every month. My bill in Oct. 22 was $105.70, Sept. 22-$50.00, Nov. 22 - $65.97.
I can call different states and counties but have been overcharged for the unlimited calling. Would you check this out and let me know? My bill is only supposed to be around $49.00 on $52.00. I have the life line also.Business Response
Date: 01/31/2023
The escalations representative spoke with the customer and reviewed her bill together. The customer confirmed she understood our billing practices.Initial Complaint
Date:01/19/2023
Type:Service or Repair IssuesStatus: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.
Since December 16, 2022, our internet and phone lines from Consolidated Communications have been sporadically not working. We have three phone lines. One has been out completely since Dec. 24. We need phone lines in order to have internet service. Another line has been out since January 12. CC will tell us that someone is coming to our residence, and then no one shows up. Now we are being told that they don't know when the issue will be fixed. We live in a rural area with no cell reception, so we depend on our land lines for communication and internet. We cannot use our cell phones at home without internet (wifi calling). So, we are very isolated without phone and internet. What can we do to get some action from Consolidated Communications?Business Response
Date: 01/31/2023
Our *********** ************** spoke with the customer and confirmed the issue was resolved & has no further concerns.
Initial Complaint
Date:01/08/2023
Type:Service or Repair IssuesStatus: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 reached out numerous times to the provider, every time they lied. Initially I was told it was fixed after a remote work around. That happened twice at least. The most recent time they lied that they’d try fixing it remote but scheduled a tech to come out, when I changed the time and it was confirmed by the company they never sent someone out. My issue is not fixed. This company is thieving and taking money and refusing to address the issues of their service.Business Response
Date: 01/17/2023
thank you for referring Ms. ******'s concerns to Consolidated for review. A new ticket has been opened and scheduled for January 21, 2023 per the customer's request. We will adjust for time out of service once the service issues have been resolved.
thank you
Initial Complaint
Date:01/06/2023
Type:Billing IssuesStatus: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.
Operating as Fidium. CC billed my account twice. First bill!!!!! They keep hanging up on me. Did everything to avoid double billing. Worse than *******. Chargeback to CC. I demand the $2.50 savings I signed up for. Add me to the list of very unhappy customers.Business Response
Date: 01/11/2023
Thank you for forwarding Mr. *******'s concerns to Fidium for review. We have emailed the customer and advised that we have corrected our mistake and will follow up on the next billing to verify all is correct. The customer was given a direct contact to the Escalations Representative that is working on his account. thank youCustomer Answer
Date: 11/29/2023
This is a terrible company. I have made repeated attempts to get a correct bill and no one has responded. We disconnintued the service. Still the final bill is wrong.Business Response
Date: 12/04/2023
Hello,
Our representative spoke with the customer on 12/4/23, an adjustment back to 11/7/23 in the amount of $67.88 and customer's final bill balance is $10.45 for services rendered 11/3/23-11/7/23. A voicemail was left by our agent to advise customer of the outcome.
Thank you,
************************************
Fidium Fiber Supervisor
Customer Answer
Date: 12/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:01/06/2023
Type:Product IssuesStatus: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, as well as all of the residents on Dog Island Florida that have landline phone service, have not had service since July 2022. I have contacted Consolidated Communications at least 8 times with no resolution. After talking to other residents with the same issue I found out that there is some type of part that Consolidated Communications is having trouble getting to resolve the issue. They continue to demand monthly payments from us until it's fixed with the promise they will credit our accounts for the time we didn't have service. If we don't pay they will cancel us and we will lose all the money that we have paid during this outage. I have paid the nearly $450 in that time frame with no service. They have us trapped in the sense that if we stop continuing to pay, we lose all that money. I just got a notice from them that on January 23 they will be taking another $75.02 from my account. We need some assistance in this ASAP. I can't believe that what they are doing is legal. I have attached a copy of my January bill notice.Business Response
Date: 01/17/2023
Thank you for referring Mr. *****'s concerns to Consolidated for review. Customer was part of long outage on Dog Island from July 4, 2022. We have credited from July 4, 2022 thru Feb 6, 2023. The amount credited was $386.91. We attempted to contact the customer to advise of the outage, we sent an email . thank youCustomer Answer
Date: 06/29/2023
They credited me the $386.91 (not including taxes) to my account. They took $75 a month for four months (March - June). Then the balance I had left was $156.98 as of today. But I still have no phone and I haven't had a phone in a year. If I cancel the account, then I won't get any money back.Customer Answer
Date: 07/11/2023
I spoke with them around the 4th of July and they have agreed to disable my account and refund me the full amount. They told me I will receive a check by August 1st. I would like to keep the claim opened until I receive my refund in full. Thanks.Business Response
Date: 07/11/2023
Thank you for referring Mr. ****** concerns to Consolidated for review. Records indicate that the customer has requested a disconnect of ********************. There is currently a credit balance on the account. The disconnect order was backdated to June 7, 2023, which will generate additional credits. Once his next bill is processed on July 30, 2023, we'll know exactly how much of a refund he will receive. Thank youCustomer Answer
Date: 07/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I would like to keep the case open until I receive the settlement as they have not given a settlement amount at this point.
Sincerely,
***************************Initial Complaint
Date:01/05/2023
Type:Billing IssuesStatus: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.
Payment crossed in in mail they shut off service around Aug 2022. Was told service could only be turned back on if payments were in advance ,talked with supervisor who over rode that. Service was phone and internet phone was eventully turned on internet never was. I was billed for both despite repeated calls to them. They then stated they didnt offer that internet service anymore so i told them to cancel service. They charged numerous early termination fees I stated i should not pay as they did not offer the service and they were still billing for services they werent providing. They now have put me in collection instead of calling back to rectify. Had a big problem on the original install 2 years prior when they took 6 months to install, they offered a credit (eventually applied) and did not apply payments we had made. Result was they disconnect then,put me in collection, all they while there was no balance due.Business Response
Date: 01/17/2023
Thank you for referring Mr. ********'s concerns to Consolidated to review. We have been in contact with Mr. ******** and investigating his concerns.
thank you
Initial Complaint
Date:01/02/2023
Type:Service or Repair IssuesStatus: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.
Internet/phone service has been out for 11 days. 5 phone calls have been made with no resolution. I rely on our internet to work. This outage is costing me a substantial amount of money. In addition, we do not have reliable cell service at our home making us unable to contact emergency services if necessary. Our neighbors have reported this outage as well with no results.Business Response
Date: 01/11/2023
Thank you for referring Ms. ****'s concerns to Consolidated for review. We have made attempts to reach Ms. **** to confirm that the technician repaired service on January 4, 2023 without success. Records indicate the repair ticket was opened on December 28th and repaired on January 4th.
thank you
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