Complaints

This profile includes complaints for Conxxus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conxxus

  230 W Ottawa Rd Paxton, IL 60957-1622

  
• 

  Conxxus

  8 S. Washington St Sullivan, IL 61951

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:06/17/2025

  Type:Product 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.

  I reached out to Conxxus on 3/19 to inform them that we would be moving in early April. I was told to pay the entire month of April and I would then be refunded via check for the unused portion. I returned my equipment on 4/5 and provided my new mailing address for them to send the check to. I emailed on 4/24 to inquire when I would receive the check and to confirm my new mailing address. At that time I was told the check would be mailed at the beginning of May when the new cycle started. On 5/15 I once again emailed to inquire about the status of the refund and once again provided my new mailing address. I was told that I had been misinformed and I would receive the check the first week of June. I emailed on 6/9 to once again inquire if the check had been mailed and was informed that it had been mailed. I have not received my check yet!

  Business Response

  Date: 06/18/2025

  Customer requested a refund. This check was created on 5/31 and was mailed out of our department on 6/2. Please see the attached screenshot. 

  Customer Answer

  Date: 06/18/2025

  Please close the case, it appears they most likely sent the refund to my old address so I’ll eventually get it when USPS forwards it.  

• Initial Complaint

  Date:06/12/2025

  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.

  On 6/11/2025 we had a call to make an appointment for Installation of the service. We scheduled the 18th from 8am-12pm. When the company came to lay flags down the previous days they came to the door or called us to get permission to set flags down both times since we have animals and our gate is sometimes locked.
  
  At 5pm 6/11/2025 we came home to our yard being dug up I'm assuming to drop the lines in and they cut our garage power line leading to having no power in our garage. I called them immediately to which the woman told me we are liable for the damages not them because the garage is detached from the house. I let her know we were not notified of them coming in our fenced in back yard to dig this day. No one came to the door where our RING camera is and we didn't get a single phone call from anyone. I even told the man that set the flags down with our dog being in and out all day its good to know so we can plan accordingly.
  
  My husband has his side work out of the garage and this is very important we get the power on. She told us to file a damage claim which we did right after we hung up the call on 6/11/2025. This can cost up to $500-$2000 to get replaced. We hope to get this matter fixed ASAP before we have to proceed with other actions.
  Thank you.

  Business Response

  Date: 06/18/2025

  Unfortunately, customers must check mark the box acknowleding their underground utilities are their responsibility before continuing to the sign up. Please see attached screenshot of our website. Below is what the customer entered on said site. 

   

  Rent/Own:
  Basement Construction: Drop/Unfinished Ceiling
  Home Foundation: Basement
  Home - Other Factors: na
  Apartment Complex: No
  Permission to Install: Yes
  Access to Property: Yes
  Acknowledge Utility Submission: Yes

  Customer Answer

  Date: 06/18/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23460258, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/21/2025

  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 switched internet provider's back in Feb-4-2025 I was told there is a balance on my account and they would take that amount off and close my account. It's been just about 2 months now and they still won't send my refund of $68.18, everytime I call they don't have a clue what I'm talking about, I have to explain the whole thing over and over after 3 phone calls now trying to get my refund back. Ridiculous, I did file a complaint with the Attorney General also,it's really bad you have to chase down your own money from an accredited business.

  Business Response

  Date: 03/21/2025

  Customer disconnected on 2/4. Our billing cycle ran on 3/1. Our normal business practice is that refunds are sent out at the end of the following month after disconnection. When the customer called today, we let him know this information and that a check would be sent out next week for his refund. 

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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.

  I got the first bill and they charged me full price not the promo price I signed up for. I paid the bill in full and they adjusted it. Been getting the run around the whole time. I canceled December 2 2024 and still have not received a refund. Every time I call I get the run around. Only had them for less than 3 months. The last person i was talking to put me on hold. When she came back on acted like she couldn't hear me but when she said she would call me back she could hear me say ok and hung up.

  Business Response

  Date: 03/03/2025

  Customer did terminate and was waiting on their refund. We contacted the customer and had him add a credit card so that we were able to refund him today. 

  Customer Answer

  Date: 03/04/2025

  I'm just waiting to see the refund in my account. I linked my card yesterday after I talked to conxxus. 

  Customer Answer

  Date: 03/04/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/11/2024

  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 get internet service from this company, they started out sending me a bill with an envelope to send my payment back to them, then they started charging me for doing so, and stopped sending a return envelope, now the won’t even bother sending a bill, they send me an email saying I'm late , alls I want is a bill sent in the mail to me so I can pay it, and they won’t even do that

  Business Response

  Date: 11/22/2024

  We have called the customer and left a message. We have never sent a return envelope in a bill, but will communicate with the customer to achieve what he wants. 

  Business Response

  Date: 12/02/2024

  We've been in contact with the customer, and have explained that we are working on making the process better with our paper billing.

• Initial Complaint

  Date:06/12/2024

  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.

  They are installing fiber optic internet throughout my town. I am NOT a customer. However they were doing work by my driveway and have left for the day with giant holes on my property, trash all over my driveway and some huge yellow tubing in the road behind my driveway that I have no idea if it is safe to drive over so have basically trapped me. I tried to call their phone number but only get a message that says I can leave a message but never actually allows me to do so. This is completely unacceptable.

  Customer Answer

  Date: 06/13/2024

  This has been resolved.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4th, Conxxus fiber install crew was working to install fiber along the right of way in front of my residence. Without permission, this crew utilized my driveway and yard to move their boring equipment. When doing this they leaked fluids all over my recently sealed asphalt driveway. I talked with the supposed crew chief, Aaron, that same day and was told they would clean it up right away, They did not return to clean it up. I have called the business twice over last 2 weeks to ask when this would be done. Each time, they promise to get back to me. Nobody ever does. I have tried with good faith to let this business remedy their mistake but they do not seem interested to do so. What I seek now is them to immediately come and clean their mess up so that you can't tell it ever happened, or I need them to reimburse me to get that half of my driveway resealed. Cost is expectexd to be around $1000.

  Business Response

  Date: 06/01/2023

  This customers drive was damaged due to underground construction related activities in his town. Our construction department sent a team member to evaluate the damage and our company is paying for resealing the drive as requested by the customer.

   

   

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family have been using the same internet connection, previously through *********, now through Conxxus for over a year now.
  While it was always sporadic, ever since roughly mid summer of this year, a line of theirs was cut (by them possibly laying their new 100mbs line) and our services were lost for about a week. Ever since then, sporadic has changed to a constant issue, where we will have entire spans where either you are technically connected to the internet with very low download speeds that make using the internet near impossible, or you will have download speeds, but no upload speeds (no inputs will register, but the page you are open on will still work/stream). This problem is constant, appearing every day, multiple times through the day. We have also had multiple day outages 3 times in the last 7 months.
  Their customer service line operated normal business hours, which can make it difficult to get help during your most common internet hours, and have always been very nice and upfront about having issues. The real problem is that they have no remedies to these issues, and only can speak of future internet lines coming, but no dates.
  My recommendation to anyone looking at their lowest available packages (Their ********* options I believe), you will be better served to find most any other option.

  Business Response

  Date: 02/09/2023

  Portions of the town that the customer lives in is affected by the same problem the customer is describing. We have been in contact via email, explaining the cause and work being performed to resolve his issues. Below is the most recent conversation and problems are expected and also communicated these issues via social media. attached is a word doc with previous communications. I have updated him again via email today with more information. this should be resolved after 2/10/23. thanks
  

   

   

• Initial Complaint

  Date:11/19/2022

  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.

  Conxxus is supposed to be doing work on our street. They had a locator come out and put flags in our yard to locate electric and gas. The flags went up almost 3 weeks ago. Since then we have seen no one from conxxus at all. The flags are still in our yards and when questioning about flags coming down so we can do our yard work we get no answers, results or otherwise. This is the 3rd time this has happened since spring. It is now winter and I need to do yard work before snow and I would like to put up my Xmas decorations. I would like these flags taken from my yard and I would like some communication from this cable service that is doing this for no one on our street. No one has asked for this service. Maybe some in town but not in this street. This is a very rude company. Very inconsiderate company. I need answers and now.

  Business Response

  Date: 12/01/2022

  We are an ISP operating in accordance with all underground utility regulations and laws. The 1st incident she is referring to we believe was from an Ameren utility locate based on prior communications.  Although this person isn't a customer we serve many customers in that town including her neighbor. This person is under the impression she doesn't have an easement in her yard/lot which is incorrect. We have had multiple courteous and professional communications explaining this every time that she has reached out. 90% of the work has been completed(week of thanksgiving) and will be finished within the next 7 days. Once completed we will remove flags and restore any yard damage that may have resulted from the excavation work. Thanks - Conxxus