Business Profile

Cable TVs

Consolidated Communications

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Complaints

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

Customer Complaints Summary

406 total complaints in the last 3 years.
154 complaints closed in the last 12 months.

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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:04/04/2025
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.
I am writing regarding an issue with Consolidated Communications# ***/696-0085/0. On November 7, 2024, the ******************************************* (*****) decided to cancel its telephone services and switch to another carrier due to the significant increase in charges imposed by Consolidated Communications. I was informed at the time that I would no longer receive any invoices.

The last invoice, with a billing date of October 16, 2024, and a due date of November 8, 2024, includes monthly recurring charges for the period from October 16. 2024. to November 15. 2024. in the amount of
$2,972.53. This amount was paid in full via check number *****, dated October 31, 2024.

However, in November 2024, I received a bill dated November 16, 2024, which included recurring charges for the period from November 16 to December 15, 2024, even though the services had been canceled on November 7, 2024.

On December 2, 2024, I contacted Consolidated Communications' customer service, and I was informed that I had "hidden lines," a detail that was never explained when I initially called to cancel the entire service. I then tiled a case with Consolidated Communications, providing my complaint reference number and requesting the cancellation of any and all lines associated with the ***** account. Please note that the contract with Consolidated Communications had expired years ago.

To date, I have at least five different case numbers with Consolidated Communications, and as of today, April 2, 2025, I am still receiving invoices for services that should have been canceled. I sent them a final letter on January 27, 2025, regarding this issue. Furthermore, I received a final notice of disconnection due to past-due payment for a service I had canceled on November 7, 2024.
Business Response
Date: 04/14/2025
We spoke with the customer on April 10th and gave them a complete breakdown of the account and the requests for disconnects on them. We also provided them with a detail of the same via email. The discussion that we provided were specific to conversations with our call center in 2024 for disconnects of services. All which were completed as requested. The customer had some ******************** that remained active, not disconnected and this was discussed with them at the end of the year in 2024. We reviewed a complete summary of the full account and account history with the customer and advised that the amount due remains.
Initial Complaint
Date:04/03/2025
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.
March 26 2025 To Whom it may concern,I would like to lodge a formal complaint against Fidium Fiber. Th eonly address I can currently find for them is ***********************************. In early December 2024 I had a knock at my door. Two men were standing there wearing apparel which identified them as employees of Fidium. Among other papers they left brochures listing the name of one of them as Lahiem ******* and a tel # to reach him. The other one introduced himself but I did not copy his name down. There was no listing of his name on any literature. Any way they "sold" me on Fidium + we made a date to install a modem on Tues Dec 31 2024. This appointment was kept + a modem was installed on that date. Mr. ******* told me at my first meeting that I would need to buy an "onn" stick at ******* after the modem was installed. This I did at a small price. Mr. ******* further told me that when I got the onn stick to call him + he would personally return + install that so my TV would be useable. I called him a couple of days later + he was out so I left my # + a message. I tried calling a few more days after my message was not returned. Then I got a letter from Fidium saying my payment was delinquent + must be paid by Feb 28. 2025. So I called the # listed on the bill saying I was still waiting for my onn stick to be installed and I was informed that I had access to internet on Dec. 31 and thus I owed since that time. So I sent a check out to cover my bill. I tried a couple of other times to reach Mr. ******* + finally caught him at home on 2-24-25 and he admitted he had forgotten me + would be over 2-25-25 about noon! He was still a no-show! Further attempts to reach him have resulted in simply leaving more messages on his phone with unanswered calls!I have also had no further communication with the H32303235**303035**32H although as we approach the latter days of March I expect another bill. Is it possible for H363137**3238313831H to check into this + resolve this problem? I don&#**;t think this is a deliberate scam because I have not been out an exorbitant amount of money- but I do not want to pay for Fidium delivery and continually paying for ******* delivery just to beep my TV! I used to see Fidium trucks all over ********** but now I haven&#**;t seen any in over two months. Are they still here? Thank you for your time.The only local fidium acct info I have, Mr. ****** ******* ************ Sincerely Art Ball
Business Response
Date: 04/09/2025
A tech was re-dispatched out to assist the customer with setting up the firestick and TV. The tech discussed with the customer that this type of service through a stick is not local TV service and is streaming. We issued the cusotmer an adjustment for the install issues and the confusion over the TV service/setup of $207.66
Business Response
Date: 04/16/2025
The customer has requested to cancel all Fidium services. Order has been issued. A return label has been sent for the Modem. We will issue a full adjustment/refund when bill posts.
Initial Complaint
Date:03/26/2025
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.
Consolidated Communications Re: account ************/0 Ladies and gentlemen:I got your letter dated 3-19-25 demanding payment and threat to send for collection. I have my internet account on ******* since we got the service. Something is wrong with your system and you fail to fix. I called before when I got a bill and explained to the lady on the phone that we have AutoPay from our bank account.I was assured she understand and she will take care of it.Unfortunately your failure to fix your problem caused delay in payment. Even today I tried to pay the bill and I get the message that my account is on ******* and paying will cause double payment.(Copy enclosed).Since talking on the phone to you did not fix your mistake, I am sending this letter to you and Better Business Bureau so your mistakes will not affect my credit.Also I am asking you to restore my service without delays or penalties.***** ****** ************
Business Response
Date: 04/04/2025
The customer had set a cap limit in their Autopay of $100.00. Which means that no amount over $100.00 could be processed as Auto pay on the account. The customers base monthly Rate was $100.35 before any tax or surcharge could be applied. At the time of the disconnect notice that disconnect amount due was over the cap limit of $100.00. It was $415.00 before we made an adjustment on equipment of $100.00 bringing the balance due to $315.95. Because this is over the autopay amount limit, auto pay would not process.
Customer Answer
Date: 04/05/2025
Complaint: 23116309

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

There never was a limit on the account for bills.
Also the bill never went above 100 for any month. It is always $ 70.09
I will pay the full amount on condition of restoring the service and accepting autopay

Sincerely,

***** ******
Initial Complaint
Date:03/16/2025
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.
I have been having trouble with keeping consistent phone service thru this company.Every time it rains my service is interrupted until it is no longer raining and their wires have been able to dry out. I have called tech support numerous times since September of 2024 to get this problem fixed to no avail. They have said theyve issued repair tickets to fix the problem many time, but as soon as it rain, the phone is out again. I cannot make or receive any calls, on my answering machine or voice mail the whole time it is raining outside. Im 73 years old and live alone. I have health issues ( at home oxygen and diabetes ). I do not have a cell phone, so my landline through consolidated is my only phone for contacting and hearing from my doctors. The phone is in my sons name, *********** ***** , but I am the one who has always paid the bill. I pay on time every month, even if and when I have no service. I have never done anything like this before, but I really dont know what else to do. Cell phones where I am are not really an option because there is no cell service where I am.
Business Response
Date: 03/25/2025
A technician went out on March 19th and again on March 20th and restored the customers service. We issue a credit on the account for the time out of service.
Customer Answer
Date: 04/06/2025
I am so sorry that I wasnt able to get back to you in a timely fashion.
I am still having trouble with the phone service going out as soon as it begins to rain at my location.
they did send out a repairman on the 20th of March. The man, whose name I did not get, left me a note saying that he had found the problem and fixed it.
It rained that following Saturday and the service went out again!
I had no service from that Saturday until the following Tuesday, when it stopped raining and had time to dry out.
I called a woman ( who one of the repairmen said was one of the bosses) named *** ******* as soon as I had a phone and left two messages with her to let her know that the problem was still not fixed. I have had no reply, and its been almost a week since I left the messages for her.
not sure what I should do now
***** *********
Business Response
Date: 04/07/2025
Please confirm. On this notice, you are advising that you are closing the case because you have not heard back from the cusotmer. ID *************. However, in a newer email, sent in the same minute, you are providing a response from the customer ? ID ************* . Is this closed or not
Initial Complaint
Date:03/12/2025
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.
On march 5th 2025 I had consolidated communications of ********* come install a fiber WiFi network that was 1 gb upload and download speed I was promised at least 800 mb of speed. They did not check speeds before they left my house and they were under 100 mb of speed I called them and then had to wait another day for them not to resolve this issue and now Im being told by the only employee I can contact as you cannot contact anyone in ********* whatsoever, 6 days later 2 full days of work missed 100 dollars on a mesh WiFi system that they highly suggested I should get and I still dont even have close to the speed I should have. I have been told by the only employee I have contact with that the company was saying they dont care if my stuffs messed up because it does not effect at least 1000 customers. At this point it time its on the verge of false advertising. I have been told that they arent going to do anything for me.
Business Response
Date: 03/26/2025
We attempted to contact the customer on March 20th. Went to Voice Mail. We left a message and reason why we were calling. We have not received a call back from the customer.
Customer Answer
Date: 03/31/2025
Complaint: 23054208

I have reviewed the business' response and am rejecting it because: they have not attempted to contact me as they have stated. I have attached files of my call logs from that entire day.

Sincerely,

******* *******
Business Response
Date: 04/01/2025
The number we are calling is ************. Our Calls will come across as Consolidated Communications and might be blocked by the customers cell phone. In addition to attempting to contact the customer on the 29th of March, we triad again yesterday, March 31st. The number we are calling is ************. Please confirm and please check your SPAM or blocked call lists
Customer Answer
Date: 04/02/2025
Complaint: 23054208

I have reviewed the business' response and am rejecting it because: they have been calling the wrong number my number is ********** this is the number I did all of my contact through

Sincerely,

******* *******
Business Response
Date: 04/02/2025
I am concerned over this being marked as unresolved. The Telephone number that the customer has provided in their last response was not the telephone number that was provided to us on the initial complaint. I challenge the BBB marking this as us not making a good faith attempt to resolve the issue when we have made multiple attempts to contact the customer on the only number available that was provided on the complaint.
Initial Complaint
Date:03/03/2025
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 repeatedly contacted Consolidated Communications without a resolution to my problem. I call them and they place me on hold and without correct information regarding my bill and disrupted phone services. I am gettting billed for a phone that does not work and they also owe me money for interrupted services. I have repeatedly asked for the low use lowest possible residential phone service costs.
Business Response
Date: 03/11/2025
The customer was disconnected for Non payment on Dec 17 2024 and subsequently restored on Feb 18th after making payment. We have issued adjustments for some out of service days resulting in a credit balance on the former account of ********* a zero balance on the new account. We explained to the customer that the service they have is the lowest that we offer. We went over ***************** but they may not qualify for that. We explained to the customer that when/if they have ******** issues that they need to contact the repair department and have a ticket created which is how we can track service issues and adjustments that surround them.
The Service is back up and running now.
Initial Complaint
Date:02/19/2025
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.
**** is way too high, went from $60 to $80? Whats with all the fees? This is price gouging
Business Response
Date: 02/27/2025
We contacted Mr ******** on Feb 26th and discussed the bill increase. His increase was due to a promotional discount that he has on his service had expired. For the inconvenience, we issued a one time credit on his account for $21. Mr ******** is happy with that.
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
***** *****

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Consolidated Communications is NOT a BBB Accredited Business.