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

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

• 

  Consolidated Communications

  PO Box 324 Mankato, MN 56002-0324

• 

  Consolidated Communications

  2235 West 38th Street Erie, PA 16506

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:12/21/2022

  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.

  On November 10th at 10:00am a utility company cut our fiber internet line. I call Fidium(consolidated) about the issue. They scheduled a technician to come out and fix the line a few days later. They never mentioned that there would be a charge. If they would have told me there would be a $385 charge, I would have told them I couldn't afford it and to not do the repair. But I was never made aware of the charge until I saw it on my December invoice. I called Consolidated and made them aware of the situation. They said they can't remove the charge and that I have to figure it out between me and whoever cut the line. That is not acceptable. They should have made me aware of the cost to fix the cut line before fixing it. Consolidated needs to reverse the charge instead of making me deal with it as they did not make me aware of the cost or how to deal with the people that cut the line before they sent me a bill for it.

  Business Response

  Date: 12/23/2022

  Thank you for referring ************* concerns to Fidium for review.  We have been in contact with the customer and advise we have reversed the charges.  Thank you 

  Customer Answer

  Date: 12/23/2022

  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:12/19/2022

  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.

  Hi - I put in for a seasonal hold on my account. At no time was I told that there was a nine month limit to the hold. I was removed the hold and billed without notification prior to them beginning billing. I have since cancelled my account and am requesting reimbursement of the service bills charged between Nov 26 and Dec 19. Thank you.

  Business Response

  Date: 12/21/2022

  Thank you for referring Ms. *********** concerns to Consolidated for review.  We have made attempts to reach Ms. ********* to discuss our findings.  Records indicate that Ms. ********* placed the order on the CCI Portal to change her account to seasonal suspend status, during this order process the customer would have been given the information concerning the 9 month limitation. The order to disconnect service was done (the representative bill ceased to November 26th and the next statement will be processed on January 12, 2023.  Once this statement processes a request for a refund can be made.

   

  thank you

  Customer Answer

  Date: 12/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Please provide proof that I was told about the nine month hold policy and that I was notified that the hold would no longer be in effect prior to being billed.  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 12/27/2022

  Thank you for referring the follow up concerns from Ms. *********.  Attached in information of the process when a customer requests to suspend service for a season using CCI online process.  The terms of service the customer agrees to explains it can only be suspended for 275 days and that it is the customer's responsibility to schedule a restoral and Consolidated will automatically restore service once the maximum time has been reached.  thank you

• Initial Complaint

  Date:12/16/2022

  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 used to have our cable, internet and land line through Consolidated Communications. We have been customers of CCI for at least 10 years, possibly longer. With the rising prices for cable and CCI not willing or providing discounts for cable, we decided to try streaming services. We were always told that because we have a copper line, and with the internet and cable sharing the same line, we would not be able to have speeds greater than 3/1 MBPs. So we had tried streaming services for the last 3 months with our current CCI services and everything seemed to work fine, no issues with streaming or the internet. So we finally decided to pull the plug on the cable portion and just go with internet services thru internet, but as soon as we cut the cable cord, our internet speeds slowed down considerably. Its as if they purposely slowed us down in order to get us to upgrade. It all seems very suspicious given that we only just cancelled our cable service which is the largest chunk of our bill on 12/15/22...suddenly our internet is dead slow. I have seen lots of complaints regarding CCI but I didn't think they would stoop this low. Poor, poor customer service. They need to resolve this as I am paying for these services but not getting anything that I am paying for.

  Business Response

  Date: 12/23/2022

  Thank you for referring Mr. *************** concerns to Consolidated for review.  Records indicate that the customer's service has been restored and upgraded.  thank you

• Initial Complaint

  Date:12/15/2022

  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 a problem with my internet connection and have called and been told they would send someone out to look at my problem and they don't show up. I am paying for my service and not receiving any help with my issue. Should I get a lawyer involved.

  Business Response

  Date: 12/19/2022

  Thank you for referring Ms. ** ******* complaint to Consolidated for review.  Records indicate that a technician was dispatched on December 16th and replaced the customer's modem.  We confirmed this morning that this was cared for and we have adjusted for time out of service.

   

  thank you

• Initial Complaint

  Date:12/07/2022

  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.

  This problem has been going on for the last 3 or 4 years. It started every once in a while we would lose phone service, but now it has gotten to the point that every time it rains we lose service. I have called them multiple times, in the last year they have sent out service techs 4 times and there were 2 times no one showed up. I have been told by the service techs there is a short in the line whenever it rains and the only real solution is for Consolidated to replace the lines. This causes problems as we don't have reliable cell phone service and the phone lines are connected to our fire alarm which does not work when the phone lines are out.
  
  If we needed to call 911 for an emergency there is no way we could when it rains. (I have had a heart attack in the past)
  
  Our alarm company has told me that there is no way we can convert our system over to a wifi phone service or to a cellular service here in Bristol, which means we are stuck with Consolidated which doesn't work when it rains.
  
  This has been going on for a long long time and I hope you can help get the repairs done that are needed.

  Business Response

  Date: 12/15/2022

  Thank you for referring Mr. ********** concerns to Consolidated for review.  We have been in contact with Mr. ******** and a technician was dispatched to resolve the current issues.  We do have some other rehab work that will be done in the future that will require flaggers and a team of technicians but the customer's service should be working well.

   

  thank you

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service 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.

  First, it is impossible to contact Consolidated Communications. I've spent hours on the phone attempting to contact them. Next, I qualify for the Reduced Connectivity Program per the Federal Government, but you must fill-out the application on their website, which is utterly impossible. I need help completing this application.
  Consolidated is the worst internet company in the country.
  Please help me apply for bill reduction per the Federal Government.
  Thanks so much.
  Best, **** ****** *******************

  Business Response

  Date: 12/08/2022

  Thank you for referring *** ******* concerns to Consolidated for review.  The Escalations Representative reached out to *** ***** and she requested all information in email and requested not to discuss over the telephone. The representative sent an email explaining that the ACP program is from the FCC and a customer must either fill out online or has application mailed.  Once
  receives acceptance code the customer calls CCI gives them authorization code to
  have discount added
  

  The customer either needs to fill the application out on-line or they can have
  an application mailed to them.  The number for the customer to contact USAC is ***************  USAC should be able to help walk her through doing the
  application on-line or they can mail her a paper application.  Unfortunately we
  cannot do the application for the customer on-line.  Once the customer is approved for
  ACP, they would receive an e-mail or letter (depending on how they request to be
  notified) that lets them know they are approved for the program.  At that point
  they are told to contact the provider and to give them the info, which is the
  application ID.  Once they call us with the application ID, we get their date of
  birth and get it verified in the National Verifier, once we’ve
  verified it, there is a consent form that the customer needs to do on-line, but
  that we would be able to help walk  through.  

  The email has provided the USAC telephone number and the representatives direct number once *** ***** has the approval and the representative will help with the remaining steps.

• Initial Complaint

  Date:11/30/2022

  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.

  A stop payment by Bill Pay through Consolidated Communications automated services was placed on my payment I made with my checking and routing number for some unknown reason causing my internet to be interrupted and my 16 year old son is an online student. When I spoke to my banking institution they informed me a stop payment was placed on my payment however, they did not authorize it. When I spoke with Consolidated Communications they demanded $311 in order for the services to be restored and they were unwilling to make any payment arrangement with me despite it clearly being an error on their end. I requested a supervisor call me back and no has as of yet and I am considering changing internet providers because of this experience unless it can be resolved. I stated I would make a payment of $200 and arrange to pay the remainder however, they were not interested in working with me. This is concerning because my son needs to attend online school.

  Business Response

  Date: 12/08/2022

  Thank you for referring *** ********* concerns to Consolidated for review.  An Escalations Representative has left a message for *** ******* that explained we are unable to re-install service until full payment is received and that we would be happy to over this with her directly. (*** ******* had responded to a earlier message indicating she would be unable to pay anything until December 30th) . We will continue to work with *** ******* until this is resolved.  thank you

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service 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 11/29/22 our internet was shut off due to a problem with a debit card. Despite five years of paying the bill perfectly the company shut off our business internet after a single billing cycle and without a courtesy call to indicate it would be happening or a call from billing to attempt to remedy. The bill was paid and was told the internet would likely be on in a hour or two. Bill was paid at 10am and a call on 11/30 at 7:00 revealed we still had no internet. It was expressed in our calls that we provided counseling services for which our telehealth clients were dependent on the internet and asked to be prioritized for this reason. I asked several departments to speak to a supervisor to which some indicated they didn’t have supervisors to talk to and others indicated I would receive a call within 48 hours. These are poor business practices. To not even get a single call from billing and to be denied services for an entire business day is unfathomable for being late a single billing cycle after years of perfect payments. This has negatively impacted our clients, me employees, and our finances to simply turn the internet back on.

  Business Response

  Date: 12/08/2022

  Thank you for forwarding the customer's complaint for Consolidated to review.  Records indicate that Consolidated sent a disconnection notice on November 11, 2022 indicating the account was overdue and the account would be disconnected on November 25th or within 10 business days if payment was not received.  On November 29th the account was suspended for non-payment, it is noted courtesy calls were made to what appear to be a fax number after investigation.  Payment of $776.48 was made and a restoral order was processed.  Order can take up to 24hr to process. The customer has a current balance and the Escalation Representative is working with the Financial group to determine why the fax number was called apposed to another contact number.

  thank you

• Initial Complaint

  Date:11/20/2022

  Type:Order 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.

  Hello my internet from them has been in and out from them for about two weeks I’m also on a federal program that guarantees internet access at all times so im done dealing with them so please if u don’t get them to stop not giving me my internet that im going to file a lawsuit because I have every right too at this time

  Business Response

  Date: 11/29/2022

  Thank you for referring Mr. ****** concerns to Consolidated for review.  Records indicate that Mr. ****** emailed Technical Support a couple times and each time Technical Support has called and left a message as the customer needs to troubleshoot.  However, no calls to Technical Support and Consolidated Escalations representative opened a ticket on Mr. ******** behalf.  We have left several messages without response.  thank you

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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 writing this letter to request compensation for the three weeks we were without internet service. Below is a chronology of our frustrating experience.
  
  Consolidated Communications
  For No Internet Service from October 16 to November 3, 2022
  Using Phone *************** unless noted otherwise
  Times mentioned are all Eastern Standard Time
  
  Oct. 18, 2022: I called the customer service number (1*************) and spoke with ***** in Florida about 9:30 or 10:00 am stating that we had been without internet service for at least two days. She made out a ticket for a technician to look into the reason for no internet. The ticket number is #************. She told me we had 3 devices hooked to the internet and our 1.6 megabyte service is slow for this many devices.
  
  Oct. 19, 2022: Had internet service for about an hour in the afternoon, then lost it again.
  
  Oct. 20, 2022: No internet service.
  
  Oct. 24, 2022: I called customer service and spoke with *** in Mississippi at the above number and she checked the ticket #******* for updates. The ticket was still at the Network Operations Center waiting to be dispatched. She said if we do not hear or see anything by October 26, 2022 we are to call the NOC and ask for tech support. If the option is the modem "tech" will replace it. She also said it should not make any difference how many devices are attached to the internet.
  
  Oct, 27, 2022: I called again and spoke with ***** in Texas at 8:45 am and he put in a call to a supervisor to see what the reason was for the delay. He said we should hear from someone by 5:00 pm. I asked him to whom I should write a letter for a request for a refund for the time we are without internet service. He told me to call customer service at **************. Some time that afternoon a supervisor, ******* in North Carolina, called to say that the ticket had been processed and a tech should take care of this on the 31st. If there is no contact, call Consolidated Communications the next morning. I received a text message later that day stating that internet service will be restored by 7:00 pm on October 31, 2022.
  
  Oct. 31, 2022: Sometime between 9:00 am and 11:00 am, my husband and son saw a Consolidated Communications truck at our neighbor's location. It left, returned to the same location, and left again. We had no contact or communication with the person in the truck, and we never saw or heard anything after that. My cell phone showed that Consolidated Communications had called from the above phone number but did not leave a message. I had not heard my cell phone ring, but learned about 6:00 pm my phone had been turned off.
  
  Nov. 1, 2022: I called customer service again and spoke with *** in Texas at 7:40 am to say that we still had no internet. This was a follow up to my conversation with *******, the supervisor from North Carolina. *** told me we were third on the list and the matter would be resolved today. At 1:30 pm I received a text message stating "One of our technicians has been dispatched for your appointment, ticket #************, and will be in contact shortly." We never heard from anyone again that day!
  
  Nov. 2, 2022: I called customer service at 7:25 am and spoke with Raymond in Texas about our ticket #*******. He told me there had been a defective conductor on the circuit and he would "re-sync" the connection. He also stated we have 1.6 MB and the standard is 4.6 MB. To increase our megabytes we need to speak to customer service a* **************. I checked our internet at 7:40 am and again at 8:15 am, and still no internet. At 8:15, I called again and spoke with ******* in Texas who said she would issue a "trouble ticket" to go over our account and they will contact me. At 10:30 am, ****** in Texas called me to say she issued a "trouble ticket" for a technician. She gave me a new ticket number, #********, as she said the old number had been cancelled on November 1st as the problem had been fixed. About 3:00 pm, I received a phone call from Consolidtated Communicatoins which was a recording with a message that was difficult for me to understand, but sounded like someone saying that a technician would be at this location on November 3rd between the hours of ?????? and if I needed o change the appointment I should call the ************** number. Because I could not understand the complete message, I called that number and spoke with ****** in Florida. He said the appointment is for between 2:00 and 4:00 pm tomorrow, November 3. I repeated the time, and he agreed, between 2:00 and 4:00 pm.
  
  Nov. 3, 2022: Still no internet. About 11:30, ***** (from Levant, Maine), tech. #*** called to say he was on the way to our house to see if he could help. He checked our equipment and said we had an old modem and would replace it, which he did with a 3 MB bonded modem. ***** was very helpful and explained why our ticket number had been changed. He also explained about the upgrade to 4.6 MB.
  
  Nov. 8, 2022: Our internet is working good now and we do not feel we want to upgrade to the 4.6 MB at this time.
  
  I am requesting we be reimbursed for the time (21 days) we were without internet service. We would also appreciate some type of compensation for the time spent on the phone along with all the frustration for having to make so many phone calls and having so many different responses regarding this problem. Also, we felt it was necessary for someone in our family to remain at home and in the house as we were never sure when we would be contacted by Consolidated Communications. It was particularly frustrating when I spoke with ****** on November 2nd and she told me our ticket number had to be cancelled because the problem had been fixed, when in reality we still did not have internet service!

  Business Response

  Date: 11/21/2022

  Thank you for referring Ms. ******** concerns to Consolidated for review.  An Escalations representative has been in contact with Ms. ******** to discuss the incident.  The technician replaced the modem at no cost and we have adjusted the time out of service which will appear on the December invoice.  thank you

  Customer Answer

  Date: 12/05/2022

  In response to our letter of November 21 relating to my concern about the complaint of lack of internet service from Consolidated Communication for eighteen days in October.

  I received a phone call from a customer service person at Consolidated Communications in Portland, Maine, who is giving us credit for the time we were without internet service and also is not charging us form the modem installed when the technician was here to get our interest functioning again.

  We were glad to accept their settlement.

  Thank you for your consideration in this matter.