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

• 

  Consolidated Communications

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications, Inc

  PO Box 909 Lufkin, TX 75902-0909

• 

  Consolidated Communications Directory Services

  350 S Loop 336 W Conroe, TX 77304-3308

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:10/31/2024

  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 needed to cancel internet service because I moved. I didnt have cell reception at home and am absolutely unable to make phone calls from work. My work hours exceed business hours for this company. I work in healthcare.I need to be able to cancel service via email.

  Business Response

  Date: 11/01/2024

  Good afternoon, Summary: Customer wants to disconnect by email without speaking to anyone.

  We let he know she needs to call but this customer refuses.

  We have offered to have someone call her at a certain time but again she refuses.

  She says she is a nurse and can't take calls.

  We are open M-F 8am-6pm and Saturday from 8am -5pm.  
  
  11/1/24 RESOLVED; Customer responded to my email; "I can NOT make phone calls. This does not work for me. I have said this numerous times. I need that account closed. I have moved. How on earth do you people accommodate those without phones or deaf, if you require a phone call to disconnect a service?Ive been a customer for so many years. That should confirm my identity fine enough."

  The reasons we need verification is as follows. Anyone can send an email pretending to be someone else. Verifying an account with the PIN or an answer to a security question, ensures nothing changes on an account unless the changes are verified by the account holder with the proper information of a PIN or answer to a security question.  People who are deaf use TTY services, which is a phone call.

  Again, we are open M-F 8am-6pm and Saturday from 8am -5pm. 

  We are required to verify all accounts and once this customer calls and verifies her account, we will disconnect it and back date the request to the original date she requested.

  Thanks

  Customer Answer

  Date: 11/11/2024

  I did not respond because I did not know how to. This issue is not resolved. I still am absolutely unable to make a phone call to this company, and I still need the service disconnected as I originally asked. I have moved away, as I stated. They need to accommodate my request as I do not have access to call. I can not make access to a phone magically appear. I am

  not paying internet service that I am

  not using. So any bill they send me will go in the trash. 

  Business Response

  Date: 11/12/2024

  Good afternoon, Good afternoon, Summary: This customer has now also filed a complaint with the ***. The same *** that requires us to safeguard all accounts with a PIN or password.

  This customer wants to disconnect by email without speaking to anyone.
  We let her know several times she needs to call us.
  We have offered to have someone call her at a time that works for her but she refuses to give a time to call her.
  She says she is a nurse and can't take calls.

  We are open M-F 8am-6pm and Saturday from 8am -5pm and she can call and verify the account and request a disconnection of service.
  
  11/1/24 RESOLVED; Customer responded to my email; "I can NOT make phone calls. This does not work for me. I have said this numerous times. I need that account closed. I have moved. How on earth do you people accommodate those without phones or deaf, if you require a phone call to disconnect a service? Ive been a customer for so many years. That should confirm my identity fine enough."

  The reasons we need verification is as follows. Anyone can send an email pretending to be someone else. Verifying an account with the PIN or an answer to a security question, ensures nothing changes on an account unless the changes are verified by the account holder with the proper information of a PIN or answer to a security question. 

  People who are deaf use TTY services, which is a phone call.

  Again, we are open M-F 8am-6pm and Saturday from 8am -5pm. 
  We are required to verify all accounts and once this customer calls and verifies her account, we will disconnect it and back date the request to the original date she requested.

  Thanks

• Initial Complaint

  Date:10/30/2024

  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 have been trying to reinstate my phone/internet service with this company for over a week now after not even a 6 hour period of a reconsidered switch to an alternative company that was never officially activated after the number was ported out which we were told to get for them and immediately did, but are having no luch resolving the issue. We have no cellular service at our residence and are without any other means of communication since 10/23/2024. My wife and I are both over 80 years old and with not even a dial tone, we can't even call 911 if there were to be an emergency. There is no cellular coverage at my residence, so myself and my 2 daughters have taken turns driving 2 miles up the road to reach service, then waiting on hold for 1-2 hours twice a day for the past WEEK only to keep finding that there's no record of each previous conversation had, no promised return calls, and we are all beyond frustrated. We have given the account and port number from the alternate company as requested 3 times now because the lack of communication within their service team is apparently zero.

  Business Response

  Date: 11/13/2024

  Good morning, 11/12/24 RESOLVED; We spoke with Mrs. ***** and she confirmed service is in and working .
  
  11/8/24 RESOLVED; A technician completed the work order.

  Thanks

• Initial Complaint

  Date:10/28/2024

  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 have been unable to access internet service for the last 10 days. Ive called several times with hold times up to 60 min without talking to anyone. The last time I spoke with someone they told me there was someone else attached to my account, they would not say the name, this was a call over 30 min. They did not get my account working. They transferred me to someone with a 72 min wait.I have driven to the business 2 times during their online posted business hours and the doors are locked. At this point I need to cancel service but cannot even reach someone to do so.

  Business Response

  Date: 10/31/2024

  Good morning, 10/30/24 Resolved;  We called this customer in regards to her executive escalation and left the following information.

  She disconnected her acct on  10/28/24, the same day we received the executive escalation.

  The reason why her services didn't work for 10 days is because on the 17th of October this customer's account was suspended for non payment.

  We backdated the disconnect order to 9/30/24 so this customer will get close to a $90.00 dollar credit which is for 29 days.

  Thanks

• Initial Complaint

  Date:10/28/2024

  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 have been without internet and phone service for a week. I have reached out to the call center 4 times. Twice I have received text messages saying that my issues have been resolved. After the company claimed my issue was resolved they cancelled my service appointment date. When calling back to say no resolution has occurred they pushed out my date for tech service until 11/8. Every time I call I can not talk to anyone locally and the reasons for the outages are not made clear. I have told them I can see a pole was hit. I would like to hear from the company what has happened, and an estimated restoration date, and I would like to speak with someone locally not at a call center. There has been no work on the issue at the pole since 10/24. My Husband is a diabetic and we live in an area with limited cell service this is a health concern.

  Business Response

  Date: 10/30/2024

  Good morning, 10/29/24 RESOLVED; This was part of mass outage on street from a pole being hit.

  10/28/24 RESOLVED; The ******* said that service has been restored.

  We called home and got the personal answering machine and we issued a credit of $40.98 for phone and internet for the 8 days. 

  Thanks

  Customer Answer

  Date: 10/31/2024

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

• Initial Complaint

  Date:10/28/2024

  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.

  On October 8th 2024 our Internet went out. We called Fidium tech support and they could not figure it out so they scheduled a technician to come out. That did not happen until late in the day. The technician came and after investigating he found out that Fidium had turned off our account. Once he called they turned it back on. This mistake by fidium cost both my wife and I a full day of work. We missed out on about $800 of pay due to this mistake by Fidium. I reached out to Fidium and ask for compensation on my bill. They offered me $10 credit? What a slap in the face. I am asking for a free month of service. We pay $80 per month with is way less than what we missed. Out on due to Fidium's mistake.

  Business Response

  Date: 11/04/2024

  Good morning, an $80.00 credit has been applied to this customer's account.

  We contacted the customer and let him know the credit was applied and his account balance is now an overpayment of $11.76. 

  Thanks

  Customer Answer

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/25/2024

  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 waited 2 weeks for appt with Consolidated Comm Tech to come to my home to fix landline....well yesterday-the 28th--not only did they NOT show up..i never even got a call about this...had to call them at least 4-5 times with no results other then being told they'll check into this...called again this morning was told the SAME thing but adding that they will call me Monday to set things up again....WHAT?? ARE YOU KIDDING ME........I've already lost a days pay on this... Now it looks like this is gonna happen AGAIN on Monday with me losing out on pay....This is Unexcepted I think I should get most of my monthly bill taking care of due to the ************ I am ,losing do this c*** I want this to be sent to CONSOLIDATED **************** but having problems getting their info to send it....can you please forward this to them for me Thank You So Very Much for your time on this matter

  Business Response

  Date: 11/04/2024

  Good afternoon, 11/4/24 UPDATE; Repair ticket is assigned to technician  today & a Fidium order has been assigned to a technician for this afternoon.

   

  Thanks

  Business Response

  Date: 11/20/2024

  Good morning, 11/19/24 RESOLVED; We installed Fidium Fiber install today.

  11/6/24 UPDATE; Technician completed the repair - On Site Time: 11/05/2024 17:43 Resolution Comments: Programming/Provisioning Issues, Mod Short, Med Emergency, Chronic.

  We issued two credits $77.50 and $136.29.

  Thanks
  
  

• Initial Complaint

  Date:10/25/2024

  Type:Customer Service 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 currently have two internet service accounts with Fidium Fiber. I no longer need the account ************ because work now allows us to connect to a home router. I need to keep the other account. I cannot get through to customer service to cancel this account. I have been on hold. I have left messages. I have used used their website to send messages. I do not get a return call. Tech support and new account representatives just direct my call to the same infinite hold customer service line. There does not appear to be any way to cancel an account. I do not need any money back at this time. I just need to cancel the above noted account, and I need to keep the other account. Thank you for your help!

  Business Response

  Date: 10/30/2024

  Good morning, 10/29/24 RESOLVED; WE have not received a callback from this customer.

  
  10/28/24 UPDATE; We called and left message on this customer's voicemail and apologized for the trouble and confirmed a disconnect order was placed and the service is disconnected.

  Thanks

• Initial Complaint

  Date:10/24/2024

  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.

  last year floods rocked this region. The flooding damaged alot including the internet lines for my small business. I tried to resolve the issue myself, thinking it was my modem. I tried calling in many times, I even left written notes in my portal at times over the bad service. The internet service was so bad that I couldn't maintain a phone call, video call or stay online consistently. Calling for help is very hard because without internet, I can't use my phone (no data here only wifi calling) so I would call from an alternate location, but the techs wanted me next to my modem to work on it while on the phone. I have repeatedly explained that without operating internet, I can't hold a phone call to go through tech support. I slightly snapped and threatened to get on satellite internet (not a great option for where I work though!) And only at this point in time did consolidated send a tech out to check the problem. The problem ended up being broken lines outside. Everytime the wind would blow it would rattle the lines and interrupt my service. The longest my service was out for this was around 3 days. Everyday it would not work reliably to run a business. It wasn't meeting my needs as a customer and when I would bring this to ******************** attention I was typically shut down with gaslighting, promises of a credit that never would show in my account or told I needed to be by my modem to run tests. I am owed so much credit. I called last month bc they shut off my internet- they sent a collection bill that i didn't get until 2 days prior to the disconnect and I hadn't opened the mail yet. I never saw a regular bill last month. They refuse to email me bills, or send text reminders if a bill is late. I was told that I would receive a 150 dollar credit on or around October 9th of this year, no credit still and the credits previously haven't shown up either. I feel like I'm being robbed and the amount of time I have spent trying to resolve this is awful

  Business Response

  Date: 10/25/2024

  Good morning, 10-24-24 Resolved; This customer's October 8th bill reflects $145.92 credit.

  Thanks

  Customer Answer

  Date: 10/25/2024

  Complaint: 22467995
  
  I have reviewed the business' response and am rejecting it because:
  
  While the bills are extremely hard to read, I do see the 145 credit which I didn't see originally. However there are other issues with my bill and 150 dollars is not the 3 months credit I am seeking. My bill is supposed to be 69 dollars and change after fees. 150 dollars would be 2 months worth of credit, but they are charging me where I shouldn't be charged and I want a minimum of 3 months credit. I paid every month for a very long time for service that didn't work right and was ignored and disregarded for a long time about the quality of my broken service. There is a disconnect fee that needs to be removed from my account and I want an additional 70 dollars credit to make 3 total money ths credited. The disconnect fee should be fixed because I was told I was on said credit and it never appeared. There shouldn't have been a balance to disconnect. I never saw a bill, only a very late arriving disconnect notice AND when they disconnected me it was at 8pm in the evening without the possibility of restoring until the next day which put my safety at risk and the safety of my business property at risk. We are 30 minutes from first responders and cutting my wifi at 8pm cut my ability to call for help if an emergency had happened. I could ask for more than 3 months of credit because I feel it would be more than warranted for my situation,  but im trying to be fair here. I welcome consolidated to refer to the phone calls I have made, and notice the multiple occasions I was told there would be a credit and the credit never appeared. 
  
  Sincerely,
  
  ***** Story

  Business Response

  Date: 11/01/2024

  Good afternoon, We sent you all the information previously in 2 responses.

  10-28-24 RESOLVED; The customer's monthly bill is approximately $64.00 per month. 

  To date, this customer has been provided $150 in credit due to poor service issues which equates to 2.3 months of credit. 

  The customer is seeking three months of credit. 

  CCI will agree to provide an additional .7 months of credit in the amount of $44.80 to make the customer whole and satisfy her request for three months of credit. 

  Thanks

  Business Response

  Date: 11/08/2024

  Good morning, 10-28-24 RESOLVED:  The customer's monthly bill is approximately $64.00 per month. 

  To date, the customer has been provided $150 in credit which equates to 2.3 months of credit. 

  The customer was seeking three months of credit. 

  CCI will agree to provide an additional .7 months of credit in the amount of $44.80 to satisfy the customer's request for three months of credit.

  Thanks

  Customer Answer

  Date: 11/19/2024

  As of today my bill was still not resolved and I was forced to pay 38 dollars to cover the fees they added in the last period. There was no credit in my account as the message from October 28th reflected. 

  Thanks so much 

  Business Response

  Date: 11/21/2024

  Good morning, 11-20-24 Resolved: This customer's 11-18-24 bill reflects the applied credits and the correct amount due:

  HIGHLY HOLISTIC, LLC
  Billing Date: Nov 18, 2024
  
  Account Summary
  Previous Charges $25.44
  Adjustments ($49.81) Credit
  Past Due Charge* ($24.37) Credit
  
  New Charges
  Consolidated Communications Long Distance $4.95
  Consolidated Communications Internet $58.23
  Total New Charges Due Dec 16, 2024 $63.18 minus $24.37 = $38.81

  Total Due (Past Due and New) $38.81

  Thanks

• Initial Complaint

  Date:10/23/2024

  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 cancelled my account with Consolidated Communication in Sept. 2024 effective Sept. 30, 2024,I was billed again Oct. 1, 2024 for services and my account was not closed per my instructions. A box to mail my modem back to the company was not sent as promised to my ***********, ** address. I called **************** and was not able to understand (English as a second language) the person in customer service and was put on hold for over 20 minutes. I was asked if I wanted to be call back and I answered YES and the account number I typed in 3 times was not accepted.Extremely POOR customer **************** I was told to call early in the morning because they get busy later in the morning.

  Business Response

  Date: 11/01/2024

  Good afternoon, 11/1/24; We called ******* and advised him that his next months billing will be prorated and backdated to 9/30/24.

  We let him know a shipping label was sent on 10/24 and  it can take 3-4 weeks to receive a label.

  We credited the equipment as well.

  Thanks

   

• Initial Complaint

  Date:10/23/2024

  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.

  My internet has been out for 6 days and I have an online business. They will not give me any idea when this will be up and running. I don't know if it is a state-wide outage or just me but they will not help me. They say they will call back but they never do. I would like an adjustment on my bill since I paid for internet and have none.

  Business Response

  Date: 10/30/2024

  Good morning, 10/29/24 RESOLVED; A technician completed the repair and closed ticket; On Site Time: 10/29/2024 13:36
  

  We spoke with this customer and confirmed service is working and issued a credit of $19.79.

  Thanks