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

• 

  FairPoint Communications, Inc.

  521 E Morehead St Ste 250 Charlotte, NC 28202-2695

• 

  Consolidated Communications Directory Services

  350 S Loop 336 W Conroe, TX 77304-3308

• 

  Consolidated Communications

  3910 Caughy Rd, Ste 130 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:10/17/2022

  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 received my internet bill on October 5th 2022 from Consolidated Communications and noticed it was much higher than the previous month. There had been no communication about why. I reached out to customer service and this is the response I received:Hello,Thank you for contacting Consolidated Communication. You are not in a contact for the 45 SMUGGLERS LOOP DR location. That bill had a promotional discount that has ended and the bill increased by $21.14 You can do a contract for 1 or 2 years to get another discount. The 1 year contact price is ***** plus tax and the 2 year price is ***** plus tax. The service at **************** is in a contact until August 2023. If you would like to renew your contract, you can respond to this email or call the customer service center at *************. We are open Monday - Friday 8-6 and Saturday 8-5.Thank you,***** Consolidated Communications This is really bothersome. They did not inform me of the contract ending, nor did they provide a copy of this "contact" - I believe they are trying to say "ContRact". When you go to their online website and log-in they also do not have any kind of monthly invoice break down or a copy of your contract. I have nothing to upload for an invoice because they provide NOTHING to their customers. They are the only company who services where my house is without paying very high prices for a digital service. Without their service there is NO cell service either. It is pretty much a monopoly. Another company, ***** Cable, does not come across the road to service the many homes on the other side of ************ by ***************. My other issue is that they charge the same price for 7GB of internet as they do for 55GB of internet speed. In addition to my home, I have an apartment in town. How is this allowable?

  Business Response

  Date: 10/21/2022

  Thank you for referring ********************** concerns to Consolidated for review.  We have been in contact with the customer and resolved her concerns.

   

  thank you

  Customer Answer

  Date: 10/26/2022

  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:10/17/2022

  Type:Product 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 company has provided unreliable service ever since they acquired Fairpoint. We have been customers of Fairpoint and now Consolidated for 18 years. We are seniors in our 70s. We have had unreliable phone service, no phone service for extended periods of time as well as poor internet service. We have called many times, been promised technicians will come out to fix and no one shows up. We finally decided to find alternative services and obtained a "safety line" only which is a downgraded phone service only through their company. When we needed to change our security system to cell service we no longer required a phone line through Consolidated. I called to cancel our safety line and internet. At no time was I informed of an early termination fee of $129.00 would be due. At no time did the man who handled the termination phone call advise me of a termination fee. We are requesting this fee be removed from our account and the account closed.
  We are also requesting this business provide to their senior customers written confirmation of any exchange of terms between the parties and confirm prior to termination any additional fees which will be due. WE NEVER WERE INFORMED OF TERMINATION FEES FOR DOWNGRADING SERVICE

  Business Response

  Date: 10/19/2022

  Thank you for referring *** ********** concerns to Consolidated for review.  We have been in contact with the customer and resolved her concerns.

   

  thank you

• Initial Complaint

  Date:10/14/2022

  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.

  Back in March of 2022 NYSEG came and installed a new pole and damaged the internet phone line. We called consolidated and they kept telling me that they fixed the issue. Then we had 2 guys come out on a Saturday and tell us the wire is bad and we we only working on 2 cable lines the other lines we bad. Then we were told that we have to get 150 feet of cable wire and had to did a trench and put it in conduit we did October 2,2022. They came out and connected the wire but Never connected it to the main cable box. My internet is coming in and out of service. Did a hard wire test and we are only getting 8-10 uploads speed and 7 downloads speed. We are paying $105 a month for horrible service.
  Please help

  Business Response

  Date: 10/21/2022

  Thank you for referring *** ******* concerns to Consolidated for review.  Our records indicate that the repair ticket closed on October 15, 2022 indicating that the customer was having wifi range issues most liking due to a mesh network that was disconnected.  The customer would either re-establish or purchase a newer one.
  

  Thank you

• Initial Complaint

  Date:10/05/2022

  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.

  Consolidated Communications Complaint Customer Service:10-03-2022: I noticed my bill was more than usual , Once I investigated the reason it was due to the 12-month period of $ 70.00 charge for 1gig had expired. I called customer service @ 844-968-7224 and got an agent by the name of ****** (not sure of the spelling) which confirmed what I had thought, I asked her to please provide me the same pricing for another 12-months when she explained that was only for those 12 months and wouldn’t be applicable going forward, I expressed my frustration that it did make any sense it wasn’t disclosed on the website that it was for only new customers? I asked to escalate this and to speak to a manager she transferred me over to ****** and she explained the same but she did understand the situation and was kind enough to provide me with the same plan again for 12-months however she mentioned that I wouldn’t be able to get this plan again. Why would she say something like that? Why wouldn’t your company want to keep their customers happy? The tone of her voice seemed like she was belittling me. Once I hung up with her approximately 30 mins later my Internet crashed and hasn’t come up as of today 10-05-2022..Coincidence
  Technical Support: 10-03-2022: I called the tech support area to try and get some assistance in getting my internet up and running this is very IMPORTANT since I work from home. I spoke to ******* and he tried to assist me with no avail and finally determined that a service ticket need to be done, he mentioned that he would send out an e-mail to dispatch and see if he could have someone come out and fixed it on the same day and he would reach out to me if not the next available date would be Tuesday 10/04 from 2:00-4:00 pm which was fine but I really needed something sooner, He said he would try.
  A few hours have passed and I got impatient and called again to get a status update and got ***** in the fiber area he looked up all my details(.no more room to type)

  Business Response

  Date: 10/12/2022

  Thank you for referring *** ********* concerns to Consolidated for review.  The promotional discount was indicated on each monthly statement and indicated  that it would expire on September 28, 2022.  As indicated the promotion was extended for another 12 months.  There may be other promotions available once this expires.  Our records indicate their was an outage and *** ******* was restored on October 5, 2022.  We have adjusted for time out of service.

   

  thank you

• Initial Complaint

  Date:09/18/2022

  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’m paying for internet service through Consolidated Communications, and have not had service in 3 days. I called to report the problem, and the technician that took my call was extremely rude, unprofessional, and told me he had no idea when the problem would be fixed or a technician might be out. I told him that was an unacceptable answer, and he hung up the phone. I called back, and spoke to another technician, and was told nothing had been done on the previous call, and no ticket for repair was ever put in. I asked to speak with a supervisor, and was told they are “busy,” and I couldn’t. I’ve been calling each day for the past 3 days, and nobody can give me an answer as to when the problem will be resolved, or when someone will get back to me. I’m still without service. This is completely unacceptable. I should not have to pay for service that I don’t have. They are not willing to do anything.

  Business Response

  Date: 09/23/2022

  Thank you for referring *** *****'s concerns to Consolidated for review.  A representative has reached out and left a message, records indicate the service has been repaired and the representative has adjusted for time out of service.  thank you 

• Initial Complaint

  Date:09/16/2022

  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.

  We live in an area where Consolidated Communications (Fidium) is the only available internet service, and so we had no choice but to become customers given that our jobs rely on having internet service at home. We have been customers since May 2022 when a technician came out to run the fiber cable line from the house to its source. We were told then that a crew would be out to bury the line within two weeks. Time went by, we called in June and in July and were told that they were backed up but would have a crew out "that week" - nothing. In the meantime, the fiber internet cable is exposed and dangling from our deck as well as draped across the driveway and through grass - it is a nuisance and a danger. Given that winter is coming up, we have called CC three times between August and today. Last week I spoke w a gentleman who told me that this shouldn't be the case, the line should have been buried by then and that our order had fallen through the cracks, I received a text message Friday evening stating that a crew would be out the next day (Saturday) before 7pm to bury the line - since someone had to be home, my husband and I canceled our plans and waited at our home all day - NO ONE SHOWED UP. I called to follow up yesterday and was told that the field crew manager would call me back by end of day and that "she was really good at following up" - no one called. At this point, we are extremely upset that we are being strung along by CC, lied to, inconvenienced in a multitude of ways, and the job is simply not getting done by them in a timely fashion. The line needs to be buried by the first snowfall or else this will impact both my husband's and my jobs. Please FINISH THE WORK YOU STARTED, and compensate for your lies and failure to show up/inconveniencing customers.

  Business Response

  Date: 09/21/2022

  Thank you for referring ****************** concerns to Fidium for review.  An Escalations representative left a message for ************** with a direct telephone number to reach out to the representative.  The work is scheduled for the 23rd of September and a message was left with this information.  We will follow up with the customer on Monday the 26th to verify work has been completed.

  thank you

  Customer Answer

  Date: 09/23/2022

  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:09/14/2022

  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 issue has been going on for over two months off and on.
  We decided to try ****** *****, we were currently on ******* for approx. 18 years.
  We decided it wasn't for us, so we switched back to *******. However, until we made payment to ******, they would not give us back our original phone number we've had for over 40 years.  Friends and family know this phone number. They have been very difficult to work with, thus the complaint.
  It has to be "active" in order for ******* to do their thing. they keep dropping the ball. I sure wish both companies could communicate and get this issue resolved. Is there any way you can help us with this?

  Business Response

  Date: 09/19/2022

  Thank you for referring the ******'s concerns to ****** for review.  The Escalations representative has attempted to reach the ******'s via the telephone number provided and the mailbox is full as well as sent an email to the email address provided in hopes to resolve their concerns.

   

  thanks you

• Initial Complaint

  Date:09/07/2022

  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.

  I lost internet service for 8day’s. I called everyday and everyday they lied to me and kept telling me they would be out to fix it. My husband finally found a man in town that helped us. He said there was never a ticket in the system. This is the worst customer service and tech support service. In two years it has gone out I know 5 or 6 times. Then have to wait a week or two to get it fixed. Corporate needs to be aware of this.

  Business Response

  Date: 09/13/2022

  Thank you for referring *** *******'s concerns to Consolidated for review.  Records indicate that the recent repair ticket has been closed.  We have attempted to reach *** ******* to confirm working service.    thank you,

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Sandy Brantly

  Its fixed now. But they lied. They never tried to contact you me. My husband had to go to ***** and edit till someone pulled up . They said they never got a ticket. 8 days without internet is unacceptable. I want a discount on my books. . This has happened so many times. 

• Initial Complaint

  Date:09/04/2022

  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 is the worst company ever. They don’t care we are on day 5 of no internet. I have called every day 2 or 3 times a day. They lie to you, Tell you something different every time I call. Worst company ever. I pay my bill in time all the time. But boy will they shut you off if they don’t.

  Business Response

  Date: 09/13/2022

  Thank you for referring *** *******'s concerns to Consolidated for review.  Records indicate that the recent repair ticket has been closed.  We have attempted to reach *** ******* to confirm working service.    thank you,

• Initial Complaint

  Date:08/31/2022

  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.

  For approximately the last year every time we had rain in the area we would have static on our line. Sometimes it would get so bad that we would not be able to communicate with anyone for several days.
  Approximately 3 months ago we had a rainstorm and the same thing happened, but this time we also lost our internet service. We contacted consolidated, told them of our problem at which time they issued what they call a ticket to have the local office look into the problem. A few days later a serviceman comes to the house to repair the problem. After troubleshooting the problem and not finding the exact cause of my problem he began changing out all item in and at my home which he thought might be causing the service problems. New modem, new service connection at incoming junction box and a dedicated incoming line for the internet.
  After all this the problem with the phone line still exists and no internet.
  I have continued to pay my monthly bill for service on time as it is automatically paid out of my bank account. I have contacted consolidated several times in the last 3 months. Each time they take all the info from me with a final response that they will look email the local office and have someone get back to me. From that point on I get no communication from the local office nor the main office. I would like some type of communication from someone, a billing adjustment for loss of service and I would like to know when I can expect this problem to be resolved.
  I am a senior citizen (70) and I live in a fairly rural area. I have few other options for phone and internet service

  Business Response

  Date: 09/07/2022

  Thank you referring *** ******'s concerns to Consolidated for review.  The local manager is aware of the ongoing issue and is working with the local technicians to resolve.  In the mean time Customer Service has issued a credit for three months of service.

  We will continue to work on this until resolved.

   

  thanks