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:08/26/2022

  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.

  I have had consolidated communication since may 2018. I have complained many times about the lagging internet. Finally they listened to me and did a speed test. I was over paying for the service they provided me for the past three years.

  Business Response

  Date: 09/07/2022

  Thank you for referring *** *********'s concerns to Consolidated for review.  We have made several attempts to reach *** ********* without an answer.  We have sent an email in hopes we can discuss her concerns with her directly.   thank you

  Customer Answer

  Date: 09/10/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Consolidated communications only offered me 11 dollars and denied that my speed test was wrong when in fact, I did it myself on three different devices. This is UNFAIR I was paying for a speed and didn't get it..therefore I feel I'm owed money..or cancel my last bill and call it even.
  
  
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 09/13/2022

  Thank you for sending *** *********'s follow up concerns.  *** *********'s only contact with our Technical Support group concerning speeds started on August 22 and we indicate the ticket was closed on the 26th of August.  Consolidated adjusts for reported time out of service which the customer received an adjustment from August 22 thru 26th in the amount of  $11.89.  Consolidated is unable to resolve and issue if we are not advised.  *** ********* disagreed with credit amount and requested the disconnection of her service.

• Initial Complaint

  Date:08/23/2022

  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.

  Consolidated provided phone and internet service for a business I purchased. I called to change account info into my name and it was done immediately no questions asked. I started to have trouble with the internet service. They would no longer speak with me with out giving them a code that the previous owners had established with them. Basically they were quick to take my payments but did not want to deal with any service issues without a code. Why was this not done when I switched the service to my name? I got the code from the previous owners and finally was able to schedule a service appointment with Consolidated. The technician informed me that their equipment on site was out of date and would need to be upgraded. I agreed to let them upgrade the equipment. Once they started changing equipment the phones would no longer work. I waited for a week with no phone service at my business before they returned. When they returned they could only get one phone line to work not both like we previously had. I was told there was no way to have 2 phone lines anymore because of the new equipment. I called ******* Business, they came and installed new equipment and ported my phone numbers. Everything was working again so I called Consolidated for them to come pick up their equipment, again they would not speak with me without a code. The Consolidated agent said they could not close my account because the numbers were not ported. This is something I have no control over. ******* says my numbers are ported and working but Consolidated says they are not. I called Consolidated and tried my best to work with them but there is no working with them. They left my business with no phones for a week. To this day they have not retrieved their equipment and continue to send bills even though I have asked them to close the account and come get their equipment. They still say numbers aren't ported, and around it goes. I have paid in full and owe $0.

  Business Response

  Date: 09/09/2022

  Thank you for referring *** *****s concerns to Consolidated for review.  We have researched and the details provided by *** **** do not completely align with our records and we will be contacting *** **** to discuss further.

   

  thank you

  Customer Answer

  Date: 09/09/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Here is the first letter attached from when I reached out before switching to a different provider.  I received no response then either.   
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/15/2022

  Thank you for forwarding *** *****s further concerns.  Consolidated records indicate that ************ and ************ ported to the new carrier on 06/16/2022.  However, ************ remained with Consolidated as well as the internet.  Records indicate this was communicated with the customer on July 21, 2022 via email and we did not receive a call to disconnect the remaining services.  Ultimately the services were disconnected for non pay on August 19, 2022.

  Customer Answer

  Date: 09/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I called several times to try and get the service fixed and working.  When you refused to fix the service I was forced to switch to a different provider that could offer the phone and internet service my business needs.  There were several discussions about ending service.  As the consumer I had no control over the porting of numbers.  You worked directly with ******* to complete the porting.  When I called your rep said that NONE of the numbers were ported.  This was a lie.  You purposely are trying to state that I did not want to end your service.  Simply put your company needs to stop scamming customers.  The email I already attached here went unanswered.  The email you are referring to on the 21st CLEARLY states what I was doing, cancelling your service and switching to a new provider.  The day your equipment was removed I called again to let you know you could come get it.  You need to listen to what your customers are saying as you clearly have not heard anything I said and I am not alone in my complaint.  Your pattern of behavior will put you out of business.         
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/17/2022

  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.

  Our household has not had internet service since July 31. Consolidated Communications is our only available internet service and has not sent anyone out to repair the line. I have spoken to them on at least 5 occasions and they have not told me of any plan they have in place to provide us service. My daughter's education relies on having internet service. They are continuing to bill us for a service they are not providing or attempting to fix.

  Business Response

  Date: 08/19/2022

  Thank you for referring *** ******' concerns to Consolidated for review.  The area manager has been in contact with *** ****** to explain the plan to restore service.  Their service should be restored by the end of the day Sunday August 21st.

  thank you

• Initial Complaint

  Date:08/11/2022

  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.

  On 7/28/22 our home internet service cut out, about a week after install. We filed a ticket with CCI support on 7/29 and were told they would be out the same day or Monday. On Monday, we called again and were told the same thing. Every day we were told they would be out later that day, until 8/3, when we wrre told a ticket had finally been assigned to a technician and, bluntly, that anyone who told us they would be out the same day had been lying. We were promised this tech would be out within 2 days. We continued calling each day they didn't show up and got conflicting answers, from supervisors, about when and how the techs would come. We were told they would leave a note on our door if we weren't home and promised they would arrive "tomorrow" every day until 8/9, when we were told they HAD come, but hadn't left a note or called us to let us know - on 8/9 I was told they don't leave notes and the usual "I don't know who told you that..."
  
  This morning, 8/11, I was told for the fourth time "it was assigned to a tech this morning."
  
  CCI's entire support setup is a labyrinthe of calls and emails, with support personnel unable to call techs, techs not communicating with us, and supervisors obviously lying blatantly in their work as intermediaries. It is impossible for us to know or believe anything they say at this point, and we can't keep waiting for techs to arrive who don't. We both work full-time and need a scheduled appointment to be able to be home, and they will not contact us to set this up.
  
  At this point, we are just looking for a tech to get in touch and schedule a time to look at our service from inside the house.
  
  CCI has a policy of refunding service for all of the time the ticket was open, but if they oppose this, then we will also seek a full refund for the time our internet was out. I also think it is more than fair that we get a free month of service to compensate our over 20 phone calls, each of at least 20 minutes of our time.

  Business Response

  Date: 08/18/2022

  Thank you for referring *** *****'s complaint for Consolidated to review.  We left a message for *** *****  as our records indicate her internet was out for 15 days.  Due
  to the delay, we have adjusted a month of service plus days out of service, total credit for 45 days of service is $85.21. If she is experiencing internet issues  we advised to call technical support. 

• Initial Complaint

  Date:08/05/2022

  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 am filing a complaint against ** as well as ******* ******. There is a line that is disconnected carrying charge sitting in a box not capped that isn't an electrical box. It is 9'6" off my patio and is dangerous and goes lower in winter. I contacted ** to remove it. Someone came when i wasn't home, didn't check the line, didn't measure, didn't go to box (all on video). He said in messy handwriting, with no name or ticket number given, that it was a telephone line and was fine and they want to charge me $200+ to remove it. I repeatedly asked them to make an appointment and nobody responded. A ******* ****** called me and left a VM but I was at work and unable to respond. She showed up, with no ticket number given, randomly. I came home early from work and caught her. Also not measuring, not testing the wire, not going to the box. She asked who I was and I responded with the home owner. She didn't have visible ID and her car did not say ** on it. She became verbally threatening to me and asked if I was a CRNA threatening my work. I told her I was going to call the police and she said "please do". So I did. The police officer came and eventually she pulled 100 yards away and sat on the side of the road for an hour in a harassing manner. I called ** support and they told me to cut it. It's a line carrying a charge so that's bad advice. I called to file a formal complaint with their executive complaint team who said they would call in 24 hours. No call. I complained to the *** and ** emailed me saying they did nothing wrong. I think threatening a home owner making them feel unsafe, and not doing their job, not giving ticket numbers, not displaying ID, not having a company car with clear business names is wrong. Literally not telling the difference between a telephone line and other type is concerning at the very least. This company doesn't seem to care about anyone.

  Business Response

  Date: 08/09/2022

  Thank you for referring Ms. ****’s concerns to Consolidated
  for review.  Consolidated has been
  informed by Ms. **** that the electric company removed the low hanging line.

  Customer Answer

  Date: 08/09/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I am complaining about several things. One is that no ticket was ever given to me for either visit. Another is *******'s behavior in threatening me on my own property, taking a photo on her personal phone of my car license plate, and making me feel unsafe on my property prompting me to call the police. The other issue is that 2 other companies determined that the line was in fact hazardous and agreed that it should be removed, something Consolidated refused to measure, test, or otherwise even look at.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair 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 have been a customer with you since 2018. For your reference my account number is **********. My issue started on Saturday 07/30/22 in the evening. I immediately called your support line, and did some minor troubleshooting as per the stablished guidelines from your support department, which ended in a scheduled service call, that occurred today 08/04/22. Upon arrival your tech informed that the reason I have no internet service was due to a damaged underground wire. Note that on 07/26/22 (I lost service on 07/30/22, 4 days after) I had a sprinkler system installed and prior to the sprinkler system being installed, I called *** to have someone sent to my home to mark where all the underground wiring was located. Had the issue been the underground wire as noted by your tech, I would have internet service and I would be going through the nightmare I have been exposed to, in trying to get assistance from your company.
  I was told by your tech that I would have to pay $413 to get the underground wire replaced, to which I reluctantly agreed, because I need the service, since I work from home; I explained to your tech that it does not make sense to me that if the wire was damaged by my landscaper, why did I have service for 4 days after the sprinkler system was installed, had the damage been the damaged underground wire I would have lost service on Tuesday 07/26 and not on Saturday 07/30! Nonetheless; I agreed and a few hours later another tech came by to replace the underground wire, but I still find my self with no service.
  I called you support line again and spoke with *****, who informed that the ONT is down, why was this not determined by the person I spoke with on 07/30? ***** had me go outside and reset the ONT, which did not resolve the problem, nor did we find any benefit by resetting internal equipment after the ONT was reset. And so, another service call was offered for 08/06/22 (Sunday), which is unacceptable. I don't agree with the service call charge.

  Business Response

  Date: 08/13/2022

  Thank you for referring *** ********'s concerns to Consolidated for review.  Consolidated has been in contact with *** ******** and the area manager has met with the customer to discuss and resolve his concerns.

   

  thank you

  Customer Answer

  Date: 08/20/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While it is accurate that consolidated has reached out to me, and that ******** ****, the Area Manager has met with me to discuss my concerns, I'm yet to receive the credit we have discussed  on more than one occasion. Can you (Consolidated)  please get this resolved ASAP. 
  
  
  
  Sincerely,
  
  
  
  ******* ********