We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cable TVs

Consolidated Communications

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

This profile includes complaints for Consolidated Communications's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Consolidated Communications has 75 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 415 total complaints in the last 3 years.
    • 159 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 trying to contact Consolidated Communications by phone to discontinue my landline service. I have been on hold for hours. Please have them contact me to discontinue service as of December 26, 2024

      Business Response

      Date: 01/06/2025

      The customers service has been disconnected. Service order 1-36013628736 was issued with a due date of December 28 2025.  

      Customer Answer

      Date: 01/06/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ***** ********

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 in and out for 3 weeks with no permanent resolve

      Business Response

      Date: 12/27/2024

      A technician was at the customers location on Saturday December 21st and resolved the issue. A new line was run.  We gave the cusomter a credit on her account for $65 and email communication with the customer confirming that they are happy. 

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 address has been without a working landline since July. Initial calls to customer service did not go through - call volume was too high. Over the next couple of months, I repeatedly called customer service but was unable to get a person on the phone. I went online and got a service ticket but then received a message that my ticket had been canceled. We have been using wifi calling during this time but continue to pay for the non-working landline. No calls can be made or received - people calling us get put to voicemail immediately. This is ridiculous.

      Business Response

      Date: 12/20/2024

      Good afternoon, 12/19/24 Resolved; The technician repaired service; On Site Time: 12/19/2024 09:03 Resolution Comments: "Cleared conductor"

      We called this customer and it rang a few times then went to voicemail and we left a message and issued a credit in the amount of $80.67.

      Thanks

      Customer Answer

      Date: 12/20/2024

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      To whom it concerns:We switched services for our land line phone *************) from H3431383333383132**H to another service that was hooked up Friday, Dec. 13th at 3PM. I called H3431383333383132**H at 3PM to shut off my account (no. above). I waited 40 minutes to tell someone I wanted to do this. They said they couldn&#**;t do it for me and they&#**;d have to switch me another person, who I then waited 25 minutes to talk to. That person said she couldn&#**;t shut off our account either. I had the same experience today, Dec. 16, when I tried again to stop our service with H3431383333383132**H, only today I waited 60 minutes for the first ******* When he said he couldn&#**;t help me, he&#**;d have to switch me to someone else, I then decided to press 1 to leave a message with a representative and that person would call back. I tried pressing 1 four times, and there was no option to leave a message. Needless to say, I&#**;m very frustrated and angry, it should not be this hard to stop my service, and every day that it stays on costs me $4.00, not to mention my time and my patience being lost! So, as of Dec. 13th, 2024 when I made my first call to close my account, I would like you to stop charging me. We have been without your service as of Saturday the 14th, so if you want, you can stop billing us that day. I&#**;m sending copies of this letter to H363137**3238313831H and I sure hope I will get this resolved now! Thank you, ******** *****

      Customer Answer

      Date: 12/18/2024

      thank you for taking care of business so quickly!
      i had called NHCA this morning and they got CCI
      to call me 25 minutes later!  so the problem has
      been solved!  thanks for being there and for
      helping!  it's good to know you are there for the
      future, should i need more help!

      Business Response

      Date: 12/18/2024

      Good morning, This is confusing because you sent this message right after sending the email below.

      "From:
      ***** ******
      To:
      ***** ********
      Subject:
      BBB Customer Comment: This complaint has been closed as resolved.

      This message originally read on 12/18/2024
      ***** ********
      Consolidated Communications
      **********************************


      Dear ***** ********:

      We're reaching out to let you know that we have closed a complaint submitted to BBB about your business. 

      Complaint Details:

      Date submitted: 12/17/2024
      Customer's name: ******** *****
      ID: ********

      The customer informed our office that they're satisfied with your response to their complaint, and we have closed this complaint as 'Resolved'. Please see their message below. 

      Part of being a better business is responding to your customers in good faith.  Thank you for working with your customer and ******************** to reach a positive outcome. 

      Sincerely,

      Dispute Resolution Department
      Better Business Bureau
      ************ 
      ************ Fax
      *****************************************************************************************

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 battling with Consolidated communications on reference to my internet for a number of years now for several issues. From them leaking hydronic fluid through my yard to little to no internet to my bills not adding up correctly and even for management to return calls (that are a ***** hour response time). They epically fail to notate customer accounts when speaking to the customer.Regarding issues payments or ********************. Which in turn, especially for billing results in owing more money. My service has been little to non. Existent, for quite some time now. I was told that a router was being sent to me a year ago and have yet to receive it. Causing me to spend more money purchasing a router out of pocket. When you call in for technical support or issues, you're having representatives. Most times are very hard to understand and ask the same questions repeatedly. With no resolution, when you ask to speak to a supervisor you are told that there is no way to be transferred and that a supervisor will Call you back within twenty 42 forty eight hours, which does not happen. They tell you they're going to issue you credits to your account that are never issued. They not only charge you a disconnection fee, but they also charge you a late payment fee. And when they tell you, they're going to credit it, they only credit partial. I have even reached out to the corporate office as early as last week around December 9, 2024 being reassuredI would have a phone call back within ***** hours which I have yet to receive and today is now december 16, 2024. The company cares little to nothing of their customers. Their main priority is to collect payment. Whether services are bn distributed correctly or not.

      Business Response

      Date: 12/24/2024

      We have spoken with the customer on December 16th who was very upset. The issue was escalated internally to be cared for.  We attempted to contact the customer again on Dec 23rd and received a voicemail box that was full. An email was sent to the customer offering assistance in the issue. We have also reached out to the Operation Manager to investigate the issue around the Hydronic Fluid. We have not yet heard back from the customer or the ************************************************** M.****** |Supervisor | **************** Resolution Center
          D: ************ | C: ************
          ****************************************************************   
          ************************ | ******* CNSL

       

      Customer Answer

      Date: 12/24/2024

      Complaint: 22694343

      I have reviewed the business' response and am rejecting it because:



      Sincerely,

      ****** *******

      Customer Answer

      Date: 12/24/2024

      I have given numerous people my work hours at consolidated communications and yet the continue to call during my work hours. Therefore I am UNABLE to answer the phone. I work in healthcare and can NOT answer my phone while I am with my patients. It is not only against policy and HIPPA it is unethical.  

      Business Response

      Date: 12/30/2024

      We have not yet heard back from the customer.  We have attempted to call and to email them. We have called on 12/23 and 12/24 and went to voicemail and not able to leave a message as box is full. We sent an email to ****** on 12/23 to reach out to ask them if their service is working. We have not had any response.  

      Customer Answer

      Date: 12/31/2024

      Complaint: 22694343

      I have reviewed the business' response and am rejecting it because:
      I have NOT spoken to anyone from Consolidated still.


      Sincerely,

      ****** *******

      Business Response

      Date: 01/07/2025

      We have spoken with the customer on December 16th. She was very upset on the call with us. We attempted to contact the customer again on two occasions,  December 23rd and December 24th . There was no answer and we are unable to leave a message because their mailbox is full. We have also sent a follow-up email to the customer and have had no responses from her.  The Telephone number wa have on file at a daytime phone for ****** is ************ and the email we have is ***********************

      Business Response

      Date: 01/10/2025

      We continue to not hear from the customer. After repeated attempts to contact them through telephone or through email. They are not responding. 

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 my **************** with consolidated communications. I didnt receive a bill or a shut off from them. On the 19th. I have no Internet or Wi-Fi, and was told by consolidated that I needed to pay the entire bill, which I did, and they would have my service back on. Its been three weeks since my service was shut off and they cannot give me a new date to turn it back on because they still have clients from this summer that are waiting to have their service put on. They have no installers. The company cannot even give you a date of when your service will be coming on. Theyll just call you some day. It could be months. They feel no pressure to figure out a way to get peoples service back on.There is a ******** page called consolidated complaints with hundreds of complaints on it about this company. I would like a date when my service can be restored.

      Business Response

      Date: 12/18/2024

      Good afternoon, 12/17/2024, RESOLVED: Technician notes; "today , job closed at 1152am --
      Verified working to modem customer to notify me if she has problems when she gets home"

      We called this customer and she was very happy.

      Thanks

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      NOV 20TH 2024 i CANCLED THE COMPANY AND THEY NEVER CANCLED ME. SO I CONTACTED THEY AND WAS TOLD IT WAS A ERROR AND THAT THEY CREDITED MY ACCOUNT. WELL WHEN I CHECKED THE ACCOUNT THERE WAS NO CREDIT. SO I CALLED THEM AGAIN AND STILL HAVE NOT GOTTED A CREDIT OR A E-MAIL TELLING ME WHERE THE CREDIT IS . SO IF I JUST GET THE CREDIT TO THE ACCOUNT I WILL BE HAPPY. THANK YOU OR IF ITS NOT YOUR FIELD COULD YOU LET ME KNOW WHERE I GO TO GET THE CREDIT THANKS FOR YOUR TIME

      Business Response

      Date: 12/16/2024

      Good morning, We have made several attempts to reach this customer.

      We have issued all credits and this customer has a final balance of $13.58 for service from October15th -October 18th.

      Thanks

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have been without phone service for over two weeks after Consolidated *************** Fidium laid a cable line along my street and disrupted my phone service. Multiple calls to Consolidated including to supervisors have accomplished nothing.See below for open repair ticket number

      Business Response

      Date: 12/11/2024

      Good afternoon, 12/10/24 RESOLVED: A technician repaired the service.

      We called this customer and advised the service is working and let her know we issued an out of service credit of $62.86.

      Thanks

      Customer Answer

      Date: 12/12/2024

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  

      But they need to vastly improve their non-US based repair service call line. It is totally unhelpful. 
       
      Sincerely,

      ***** ********

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 can't receive or make phone calls; the phone says "no line" on it. They still have not fixed our landline despite first being informed of it on 10/25/24. Terrible lack of communication within the company and with us. We've had 4-5 visits here from Consolidated; each time I have to reach out to get someone at the call center to arrange for follow up because they closed our ticket. New information from the visit doesn't get shared or acted on. We finally got DigSafe out here, then they disappeared and apparently closed the ticket. Someone came out Tues with no knowledge of what had already happened and said it may be too late to do the work as the ground is freezing. I have repeatedly asked to have direct communication with the contractor who will do the work. Consolidated refuses to provide any way to reach them and has not followed up on my plea for a name and direct phone number for someone with authority (or even a supervisor) at Consolidated. ************ landline which no longer works ************ cell phone

      Customer Answer

      Date: 12/09/2024

      Please do not post my telephone numbers online.  They appear at the end of the body of my complaint.

      Thank you.

      **** *******

      Business Response

      Date: 12/19/2024

      Good morning, 12/19/2024, RESOLVED; A technician was on site; Time: 12/18/2024 12:33
      Resolution Comments: "Dial-tone good to network interface device. No answer at door or ***. Called and got answering machine."

      We called and left a message and advised of the credit for time out of service.

      Thanks 

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Subject: Request for Assistance Regarding Ongoing Internet Outage Dear Better Business Bureau,On November 22, 2024, I reported an issue with our home internet to Consolidated. The following day, a technician assessed the situation and determined that a tree had fallen onto the line between my home and the utility pole in the street. I was initially told the issue would be resolved within a few days, with the work scheduled for November 27. However, Consolidated has since postponed the repair date three timesfirst to December 2, then December 4, and most recently, they mentioned possibly delaying it until December 23. Unfortunately, I have not been provided with clear explanations for these delays.Currently, I am unsure when the issue will be fixed. The lack of internet at home has caused significant inconvenience. Ive had to rely on others' internet or purchase a hotspot, though the signal is weak in our area. Additionally, Ive spent countless hours on the phone trying to resolve the issue, but it remains unresolved.I would greatly appreciate any assistance you can provide in helping to expedite this matter.Sincerely, ******** **** Account #*************

      Business Response

      Date: 12/11/2024

      Good morning, 12/9/24 RESOLVED; A technician repaired service on 12/6/24.

      Technician note;  "On Site Time: 12/06/2024 14:25 Resolution Comments: Placed temporary drop through the ***** and spliced buried service wire."

      We  issued an out of service credit of $17.50 for the period of 11/22/24-12/6/24

      We called and left a voicemail.

      Thanks

    Consolidated Communications is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.