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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2024

      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 had internet issues since May, there hasn't been a tech available to come to my home and look at the outside lines or box. Due to the internet not properly working in November I requested they turn my landline back on, because when I use wifi calling people cannot hear me after 20 minutes or so, which makes meetings for my 4 children very difficult. I have had numerous phone calls with them, with no resulution, other than pre-ordering insulation of the fiduim fiber which again still no one has come out to install that, to be ahead of the line when it's avaible in our area. They say I'm on the maximum speed 25. My house phone was 3 weeks out in November for the ticket number, they continue to cancel my appointment. When given a new date they cancel again. Today when canceled they said there's no date and time they can give me on when a tech would be out. I'm very upset, I've had consolidated for years! I want my service to be fixed. I pay my bill I want results just like they want to be paid. Thank you for your help with getting them to service customers like they should. Many neighbors have switched services due to the lack of support and services.

      Business Response

      Date: 12/11/2024

      Good morning, 12/10/24 RESOLVED; A  technician the completed repair and we issued an out of service credit including an ETF totaling $278.68.

      We spoke with this customer and confirmed service is working.

      Thanks

      Customer Answer

      Date: 12/14/2024

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:12/03/2024

      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.
      Mild snow storm took out our internet. Got put on a two week waiting list and was basically told to deal with it. No call back or information. How do u casually tell people that work from home that they wont have internet for weeks with no answers. Losing a lot if money rightnow because if this company. DO NOT USE

      Business Response

      Date: 12/05/2024

      Good morning, A technician repaired service on 12/4/24.

      Technician resolution Comments: "Replace 600ft aerial and swap ont 632 ****** at ont"

      We issued a credit for the time period of 11/29-12/4 totaling $14.02.

      We called and left a message for this customer.

      Thanks

    • Initial Complaint

      Date:12/01/2024

      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.
      It has been over a week that we have been without internet with no resolution or communication from this company! This is unacceptable! My wife and I work from home my daughter needs the internet for school. This is very disappointing as they are pretty much the only option available out here and they cant even respond or fix the issue within a reasonable timeframe.

      Business Response

      Date: 12/10/2024

      Good morning, 12/9/24; We call this customer and he confirmed the service was fixed a couple days ago.

      This customer was without service for 3 weeks.

      We issued a credit for one month's service totaling $65.00.


      We also sent an email so they have a direct line of communication with a representative at consolidated communications.

      Thanks

    • Initial Complaint

      Date:11/26/2024

      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.
      Failure to show up to scheduled repair appointments. No communication to reschedule I have a 2 hour commute to get to the service address They have failed to fix the problem for 3 months

      Business Response

      Date: 12/05/2024

      Good morning, Update 12/4/24 There is a snowstorm coming and this customer received a the text from technical support and he pushed out the appointment.

      We called him and he said not going there because of the weather so any time next week is better.

      We will follow p with this customer.

      Thanks

      Business Response

      Date: 12/12/2024

      Good morning, 12/11/2024, RESOLVED; A technician was on site.

      Technician comments; Resolution Comments: Good to modem
      Fault Code: 0390 - Drop Trouble/Repair Drop

      We called this customer and advised of the repair and advised we issued 2 months credit.

      Thanks

    • Initial Complaint

      Date:11/08/2024

      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 realized my landline had stopped working and called Consolidated on 1-0-26-24. They were supposed to call me back within one half hour and did not. I called back and they kept asking me the same questions over and over. They opened up a ticket and finally sent a technician out to the house the next week. After over an hour he realized that Consolidated had shut off my phone. It had been shut off by Consolidated for quite a while. I called Consolidated after he left and said I wanted a refund. She said $15 and hung up on me. On November 6th, I realized that the phone still wasn't working properly. I called again and talked to FIVE different people who asked me the same questions over and over. They opened up a new ticket and I haven't heard from them since. I can't go any further with this. When I call I get the same run around and they clearly don't understand the issue.

      Business Response

      Date: 11/15/2024

      Good morning, 11/14/24 Resolved; We contacted this customer to get more information.

      She Let us know that she did ask a customer service agent for a credit due to the issues with the phone being shut off.

      There were no orders in our system to shut off her service.

      She stated everything is working now and we issued a $5.00 credit to her account.

      Thanks

    • Initial Complaint

      Date:11/06/2024

      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.
      I got Fidium Fiber installed at my home (and I am happy with the Fidium Internet service), and so on October 28th the Fidium Technician came to my house and buried the cable for Fidium Fiber, however in doing so, he cut my existing ******* Xfinity cable in two places, see the photos attached, I spoke to the Technician at the time and he fixed the ******* Xfinity cable by patching it in the two locations. He assured me (see attached messages) that there would be no problem and my ******* Xfinity service is working, however I request Fidium to reimburse me for cutting my ******* Xfinity cable, so that I can pay ******* to install a new cable.

      Business Response

      Date: 11/11/2024

      Good morning, 11/8/24; We called this customer and were informed they have not asked ******* for a new line
      as our technician repaired it.

      11/8/24; A credit has been approved for $200
      dollars and it has been applied to this customer's account.

      We called this customer and let them know that the
      credit has been applied.

      Thanks

      Customer Answer

      Date: 11/12/2024

      Better Business Bureau:



      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution as a credit of $200 to my Fidium account is perfectly acceptable

       

      Sincerely,



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

    • Initial Complaint

      Date:11/05/2024

      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.
      The company has not fixed my downed phone line,I have been with out phone service for 22 days.They have made appointements to fix it and not show up.I have talked to them ****************************** excuses.I'am a senior citizen and have health problems and depend on having a working phone.I also live alone,I have a borrowed cell phone that I have been using,but I have had a landline for 50 years and would like still have one.I can't continue with this problem any more. It has caused me to be very stressed.

      Business Response

      Date: 11/13/2024

      This is resolved and we have credited the customer for Out of service. we left a Voicemail.

      Business Response

      Date: 11/14/2024

      Good morning, 11/13/2024, RESOLVED On Site Time: 11/13/2024

      "Resolution Comments: Replaced drop to house
      Fault Code: 0381 - Drop Trouble/Replace Drop Aerial
      Not Done Code:
      Cause Code: 238 - Motor Vehicle"

      We issued a credit of $41.05

      Thanks

    • Initial Complaint

      Date:11/05/2024

      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.
      Around October 17th I called for my internet at my business to be repaired.I pay ** $400.00/month for three lines with internet to a business. When I purchased this account, businesses would have internet fixed in 4 hours.When I called for repair, they set me up with a Nov. 4 time (three weeks)Nov 4 came and no repairman. I have been on the phone with ** with no help. They tell me I will get back to you.I do not believe the ** should be in business if they are going to run it like this.I am a business that needs internet.

      Business Response

      Date: 11/13/2024

      Customer is up and Running, and we also applied a credit to the account.

      Business Response

      Date: 11/14/2024

      Good morning, Resolved; "11/07/2024 Resolution Comments: Repaired hiro in cable pair ped 153 and also replaced protector and dsl splitter both hit by lightning , customers dsl modem also had a bad Ethernet port11-12-24."

      A credit of $398.00 has been applied to this customer's account.

      Thanks





    • Initial Complaint

      Date:11/03/2024

      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 canceled my ************** in the month of Aug of 24 due to having to relocate for work. I was informed by customer service I would need to ship my equipment back to Fidium to avoid any equipment charges. On September of 24, I contacted Fidium three times on not receiving the return label to ship back my equipment. I was told multiple times, not to worry and that I would receive my return label in 5-6 weeks. Oct of 24, I once again attempted to resolve the additional $220 of equipment fees by offering to ship the product directly to them in my expense. Fidium informed me that this was not an option and all tracking information needed to be linked to their lable. Im now in October and receiving threats of being sent to collections if I dont pay the missing equipment fee. I went ahead and paid the equipment fee, but am expecting my money to be returned or for me to actually have an opportunity to ship the equipment back. Whats even more disappointing is, I received multiple letters of attempts to collect, and still no shipping label.

      Business Response

      Date: 11/11/2024

      Good afternoon, 11/8/24 Resolved;  We have tried to reach this customer several times.

      We left a message saying I have waived the cost of the equipment and there is now a credit on the account of $212.50.

      Thanks

      Customer Answer

      Date: 11/18/2024

      I received the credit showing my account with a negative balance. 

      Assuming I receive the check -$212, I would consider this cash closed and appreciate the support. 

      will stand by to see if I actually receive the check in the mail. 

       

       

    • Initial Complaint

      Date:11/03/2024

      Type:Customer Service 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.
      Such an irresponsible company. A tall truck came down my street and yanked the wires out of the phone pole and the houses. *** said the phone company doesn't allow them to fix their wires, so they could only do the electrical, and told me to call consolidated communications. Since I don't have a land-line, I kept getting the run around until finally they told me that to come out and fix the literal wires hanging out in the street and ripped out of the poles and house I'd have to pay $250 to sign up for services or they wouldn't come out and address the issue. Insane and irresponsible.

      Customer Answer

      Date: 11/04/2024

      I am requiring them to come out and fix their loose telephone wires and cannot get anyone to address. All electricians, local authorities, etc say they can't do it only the phone company is allowed to do it but the phone company won't come out and do it. 

      Business Response

      Date: 11/12/2024

      Good afternoon, We have called this customer 3 times and have left messages asking this customer to call us.

      We have not received any response from this customer.

      Thanks

      Business Response

      Date: 11/15/2024

      Good morning, There is no fee to remove lines that are on the street.

      There is only a fee if attached to customer actual house and needs removal.

      11/14/2024, RESOLVED; No response from the customer.

      11/07/2024, UPDATE; Called a 3rd time. We need the address.

      11/06/2024, UPDATE; I tried calling again and left another message.  

      11/06/2024, UPDATE; We called and left a message that we need an address and will call again.

      Thanks

    Consolidated Communications is NOT a BBB Accredited Business.

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