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:02/19/2025

  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 turned off my internet without notice. My bill is on autopay and paid in full. They are unable to provide proof of notification of turning off services and unable to restore internet for 24 hours. I have medical devices and my job both require internet

  Business Response

  Date: 02/24/2025

  The customers first invoice was Jan 3 2025 with a total due of $84.60.  This was due on Jan 31st. The customer was not enrolled in Autopay at this time. The February 3rd bill posted, showing a previous balance of the $84.60 from the Jan bill and new charges of $57.50. Total bill was $142.10. 

   

  The customer was not enrolled on Auto pay until Feb 3rd. 

  February 4th a disconnect notice was issued for the past due amount of $84.60. There were two additional auto dialer calls made by out billing department on February 11 &14th. 

  Disconnect notice is attached as proof of notification. 

  We have made a couple attempts to contact the customer and they have not returned our calls. 

• Initial Complaint

  Date:02/18/2025

  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.

  in November of 2024 I had my service disconnected due to poor service and rising prices. my service was disconnected and I was told my bill would be adjusted because I had already paid in full for the month. so I would be credited and send a refund of ***** calling them numerous times since then they keep giving me false information saying it will be send out next month which never happens since it is now February 2025 and still have not received my refund. they have lied numerous times even giving me a car dealerships number when I asked for their main office number. I have no way to contact their main office to speak to someone about this since this company seems to be very shady in their business dealings.

  Business Response

  Date: 02/24/2025

  The customer disconnected svc on 11/29/24, but order took several days to complete (completed on 12/9) We adjusted the overbilling from 11/29-12/9  and adjusted ***** which left the customer with  a credit balance of $67.00
  A refund processed on 2/16 for the credit balance of $67.00 This refund can take about ***** business days for customer to receive check in mail. We have spoken with the customer and made them aware of the refund check. 

  Customer Answer

  Date: 02/28/2025

  I was told by consolidated communications I would receive a refund check of ***** by Feb 28 2025 since I cancelled my service in Nov 2024 and over paid since my service was cancelled earlier and would be refunded for the extra ***** I over paid. today is now Feb 28 2025 and I already checked my mail and I have not received the check of ***** they promised me yet.they have not addressed my concerns about this they keep giving me the run around with many false claims every time I call them to find out what is going on with this refund. this company is fraudulent in their claims.they are not refunding me the money that is due to me. 

   

   

   

   

   

   

  Customer Answer

  Date: 02/28/2025

  where is my ***** refund check you said I would receive by the end of the month today is Feb 28 2025 the end of the month and checking my mail there is no ***** check from you in it so where is it???

• Initial Complaint

  Date:02/11/2025

  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.

  After being a customer with ******************** for many years I recently found myself unable to log onto my email account. I contacted their service number and after a few attempts at solving the problem was told a special technician was needed to help with my problem. A ticket was started for the problem and I was told I would be contacted that day. That was 10 days ago. I have called back numerous times, been told they were re-issuing the ticket, upgrading the urgency of the request, and I would be contacted. This afternoon I spoke with someone who said she was transferring me to another associate who would call me back within one or two minutes. Four hours later and still no phone call. I have important information being sent to me through my email account that I cannot access. I have tried going back online to re-set my password but the only way I can do that is through the 'customer service help line'. I would switch providers except my options are limited in my rural county, and that would still leave me with email I cannot access. Now what??

  Business Response

  Date: 02/13/2025

  A trouble ticket was opened with tech support for the email issue. Ticket *****. Tech support agents attempted to contact the customer but were unable to due to an apparent blocking system they have on the line to prevent telemarketers from calling.  We heard back from the customer on Feb 12th and they confirmed that the issue is now resolved. 

  Customer Answer

  Date: 03/03/2025

  The issue has been resolved.  I did not answer because I couldn't use the code you sent me with the first letter to access the website

  ***** *****

• Initial Complaint

  Date:02/10/2025

  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 been a loyal CC customer for over ******************************************** the area. Now their pricing shot up without even talking to us about it. So now its up over 126 dollars a month when it use to be 70. Ive tried calling about lowering payment they dont call me back. I have no idea how **** got so high its claiming owe them 167 dollars a month. I paid $167 January 23rd as thats what was said to be paid and now they shut off my internet its saying I owe two of these payments making it well over 288$. Last month they shut off my internet for no reason claiming I owed $40. But couldnt explain where that came from. When I call customer service I get sent to out of country customer service **** who you can barely understand: Ive tried to switch to spectrum and ******* but supposedly ** has a contract for my address and wont let any other providers in. I am furious we use low amount of WiFi we allowed CC to use our land for one of their transformer boxes its in our deed and this is how they treat us. The internet is often going out and have to reset the box the technical support came out changed spots, changed boxes it still does it. It never use to be like this! I cant afford this terrible service. When you call no one seems to care.

  Business Response

  Date: 02/13/2025

  Ms ***** internet service was suspended on Feb 10th and restored on Feb 11th. The ************* remained active. Ms **** made a payment of $76.09 which left a balance due of  87 cents which we adjusted to a zero balance for her. We called and spoke with a Nurse "******" and advised that the *** should be restored now. 

• Initial Complaint

  Date:02/07/2025

  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.

  After several unsuccessful attempts to get the internet service disconnected from our unoccupied church parsonage, I have decided to seek further action against Consolidated Communications. The building is uninhabited and we do not wish to keep paying for internet service at ******************************* Account # ************/0. I have made several phone calls and sent emails to attempt to get the service disconnected and have furnished everything they have ask for and they still refuse to disconnect the service, since my name is not on the account. The three names on the account, ***** *******, ****** *******, and ***** ***** are no longer affiliated with our church. I am a duly elected treasurer and a Board of Administration member. The most recent phone call lasted over 60 minutes and still no solution to the problem of getting the service disconnected. They are charging us $ ***** per month and we have been paying it for over 8 months now while the parsonage building remains empty. I have paperwork to support my claim, emails, and the letter they requested, but they now tell me it is insufficient! I cannot upload these files since they are too large. Please, help!! ***** *******, ****** ********************* Treasurer and BOA member.

  Business Response

  Date: 02/13/2025

  We called and spoke with *****.We received the letter on company letterhead and have added her as an authorized used on the account. We disconnected the account dated back to Jan Jan 13 and waived the equipment charges.  Customer is satisfied. 

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  They have offered to reimburse payment from 1/13/2025 as part of their remedy! That is acceptable! 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  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.

  Internet service has been spotty at best, but now we have had no service at all for almost a week, second time in two weeks, third time in approximately a month. The company is totally unresponsive - either sending texts with misinformation (wrong times for technician visits, statements that service is restored when it is not, etc) or just not understanding the problem. Technician has verified multiple times that the problem is on a box serving multiple homes, not ours alone, but cannot get the company to send anyone to fix it. We want service restored and refund for time without internet. We pay $116/month for phone and internet.

  Business Response

  Date: 02/10/2025

  *** spoke with the customer on Feb 7th. She advised that there service was restored on Friday. She was upset that it took so long, but we explained that the techs were working on the issue for a couple of days and that this was part of a larger outage. She was advised that we will adjust for the days out of service. 

  Customer Answer

  Date: 02/10/2025

  I am finally satisfied with the current resolution. However, this is part of a larger pattern of disregard for customers and ineptitude in ********************** - for example, every text or robocall I have ever received from the company contained incorrect information, whether with the wrong date for a technician visit or that a visit had been canceled by med when it was not or that the problem was resolved when it was not.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution for the current issue. I have submitted additional information about continuing poor service and responses to customers.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  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.

  We are relocating to another state where Consolidated Communications does not have coverage.They do not accept cancellation until shutoff. Then, on this day they supposedly mail shipping labels (they supposedly cannot email them). They are unable to tell us what equipment we need to return. They are going to include a $100 fee on top of our monthly payment until they receive their equipment back. We were told we would get a credit or refund at that time. We doubt very much that will happen since we have to pay before we have the chance to return the equipment back.The customer service representative we spoke to several times would not let us speak to a supervisor. Every time we called we spoke to the same person but she had a different name.We dont want to pay the $100. Please advise.

  Business Response

  Date: 02/11/2025

  We called and spoke with ******* and explained the label return policy. We updated the account with the new mailing address and created a new return label to be sent. Customer is all set. 

• Initial Complaint

  Date:02/06/2025

  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.

  The company is charging me with a $10 late charge for service I discontinued Dec 30 2024. I called them and they said it was not a late charge but some kind of miss billing. The last person I talked to told me to make the final payment of $53 and I will never have to talk with them again. I ask what do I do with the equipment and they said they do not need it because it is to old. I told them it was replaced due to failure about 6 months ago. After this they said they looked it up an decided they would need it back and will send Free return folder. I sent the stuff back to them and have the receipt.Previously they clamed I was behind in payments sense march 2024, this is there reason for my bill to be over $190. After giving them amounts and dates of each and every payment for the entire year of 2024 they suddenly found the missing March payment. After this they said they would adjust the amount. I asked the person several times if this will be completely finished without me having to contact billing again and was assured of the end.This company sold out to Fidium so I they are not as bad, but you never know!

  Business Response

  Date: 02/10/2025

  We spoke with Mr ***** on Feb 7th. We explained that the collections notice was sent due to a past due balance which has now been adjusted off. We advised him that there was a Ten Dollar collections fee charges that we also adjusted and advised the customer that he has a zero balance. He is happy. 

• Initial Complaint

  Date:02/05/2025

  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 business was supposed to come to install internet at my residence. I am in a dispute with my landlord to the point where the internet service that is covered by the rent is not working. I am a disabled veteran who needs access to the internet for meeting and communication with my medical team. I almost had to go to the ** in part due to faulty internet service. This business spoke to my landlord twice about my own private account and had put my life and privacy in jeopardy. My landlord is under investigation by the ***********************, and Im unsure if I will file a human rights complaint against this company as well. It is illegal for them to get involved in landlord tenant disputes and it is illegal for them to discuss my account with an outside party, yet they did it twice. I currently have no way to receive adequate medical care outside of waiting for an emergency and calling 911. My life is in danger because this company refused to obey the law.

  Business Response

  Date: 02/10/2025

  This is an ongoing eviction between the landlord and the tenant. Our tech was denied access to the property when trying to install the initial order. We cannot process with any installs without the property owners permission.

  Customer Answer

  Date: 02/11/2025

  Complaint: 22901039
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no eviction. The technician also did not come to the property. 
  It is on camera that they never came. I was told dispatch would contact me to explain why the technician said they arrived when they really went to another house. Dispatch never called.
  

  
  Sincerely,
  
  ******** *******

   

  Business Response

  Date: 02/12/2025

  We have been provided with copies of the eviction papers as well as proof of ownership by the owner. We have been advised by the owner that we do not have permission to enter the property to install any service. 

  Customer Answer

  Date: 02/13/2025

  Complaint: 22901039
  
  I have reviewed the business' response and am rejecting it because:
  
  The business claims to have eviction papers, however there are no eviction papers. The only paperwork they could have are a court case between my landlord and I about a dispute. I am a lawful resident here. They also state they do not have permission to enter, yet they failed to show up at the property while claiming they did show up. Again, I would like to know why they are lying about the arrival of the technician. As of this date, I had received no explanation from dispatch or customer service about the lie. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/14/2025

  Our documentation is in the form of a call into our centers by the landlord who provided us a copy of their water bill as proof of ownership of the building. And on that phone call we were advised by the Landlord that we do not have permission to install services here. We do not share our call recordings without legal orders to do so. 

• Initial Complaint

  Date:02/04/2025

  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.

  We cancelled our account on 11/13 with Fidium. We moved across the country and they advised they would send a label to our new address for us to send the equipment back. We have called on 6 occasions requesting they verify the label has been sent and stop charging us. Ive even gotten to the point where Ive offered to pay postage because they are charging us every single month and will not send us the label to return the equipment. Its been 3 1/2 months and over $300 in monthly fees. I feel like they are intentionally withholding the shipping information so that they can continue to charge me for a service they are not providing.When I seek assistance, I am placed in a waiting queue of several hours. I dont know what else to do, they simply will not allow me to end my service despite telling me on many occasions that they have canceled the account.

  Business Response

  Date: 02/10/2025

  We have mad multiple attempts to contact this customer. We have left message for them on 2/5, 2/6 and 2/7 asking them to contact us and provide their account information so we can assist them. Each time, we have left a direct number to call us back. We have had no response from them. Closing the case. 

  Customer Answer

  Date: 02/10/2025

  Complaint: 22900321
  
  I have reviewed the business' response and am rejecting it because:
  
  Hi, at my contact number of ************ I have not received any missed calls or voicemails on the dates provided. Please ensure your reaching out with the contact information provided and leaving a detailed message if Im not available. Im additionally available via email at *************************
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/13/2025

  Mr ******* called in and provided us with account information. We reviewed the account with him and explained that his bills are showing as a credit balance, not an amount due. He explained that he has not received a label to return the modem. This was because it was sent to his former address in **. He now resides in *******. Records indicate that Mr ******* does not need to send his Modem back. No Modem is expected to be returned and he hs free to discard it as he sees fit.