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

• 

  FairPoint Communications, Inc.

  521 E Morehead St Ste 250 Charlotte, NC 28202-2695

• 

  Consolidated Communications

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications, Inc

  PO Box 909 Lufkin, TX 75902-0909

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:07/21/2025

  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.

  We have been customers with ********************** for two months. I was sent a bill that included two months. When I asked them why they didn't send me the first bill, they couldn't give me answer. Then I tried to pat the bill. It was not possible to create an online account, it was not possible to pay the bill via the phone (the wait time was more than one hour plus) and if I had sent in a check they warned they would put a fee on my bill. On top of that I am learning that they are also charging me an additional fee, that was originally hidden (Broadband Cost Recovery Fee). It seems they don't want customers to pay their invoices on time so they can add late payment fees.

  Customer Answer

  Date: 07/23/2025

  Everything has been resolved. Thank you BBB

• Initial Complaint

  Date:07/18/2025

  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.

  We had our service activated for the summer on June 26th. It did not come on. The modem is showing a fault code of "The *** detected an error while self-testing, or there is a device malfunction"Support informed me they had a technician shortage and would not be out until July 10th. I got a text on June 27 verifying the appointment ID #*******. I replied "confirm as requested. June 28 received text asking if my service was working. It was not, I replied "keep" appointment as requested. July 10, received txt confirming my appointment for that day and replied "confirm" as requested.They were a no-show; no call, no text. I called support they said it was due to the "technician shortage" and said I was rescheduled for July 12. No-show again. I am no longer receiving text messages, now only automated calls asking me to check the service and reply "keep" to keep my service call open. I am calling support every couple of days to no avail. They cannot give a new appointment date due to the "shortage of technicians", but assure me I am "high priority" ( FYI support staff are always very polite, they just cannot help)I have offered to drive the modem myself to one of their offices for check/replacement. They say that is not possible. When I ask for supervisor or some way to escalate my call they say that is not possible.

  Business Response

  Date: 07/25/2025

  This has been resolved and the customers service is confirmed as working.  We replaced the modem through a tech dispatch.  We adjusted the account for the time out of service in the amount of $68.44

  Customer Answer

  Date: 07/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  Once BBB notified the company  of this complaint they responded quickly and politely.  It is unfortunate that it took BBB intervention to get the resolution from Consolidated especially considering how quick and simple the fix was.  
   
  Sincerely,
  
  ****** Severe

• Initial Complaint

  Date:07/17/2025

  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.

  In Mid June 2025, I had new service of High Speed Internet installed at my aptartment. The transaction and set up for the account went flawlessly. The installer showed up on time and got service connected. After he left I noticed the damage and poor work involved with the installation. See tha attached phto of the entry point he drilled through the vinaly siding of the home. he clearly damaged the wall beyond just drilling a hole, did not apply a professional rubber grommet to seal the hole from bugs or the elements and left the wire from the junction box just hanging on the side of the house. sloppy work and excessive damage was done. I contcted the customer service department and had a very efficient and professional interaction with them. They told me they were filing a ***ort and I should hear back from someone in charge of installations within 24 hours. Several days passed and I had not been contacted. I called the customer service line agaian and pateiently revisited the situation. The custoemr service *** was very pleasant and assured me the previous ***ort was filed but they would submit a new one and agaian assured me someone would contact me within 24 hours. 4 business days passed and I was once again not contacted. I called went online and connected via live chat with a customer service agent requesting the help of a supervisor to assist in hetting this matter resolved. They ***lied that a supervisor could not help me and that all that could be done was to file another ***ort. Since the previous two ***orts produced no resolution, not even a contact from the company, I decided to come here to file this complaint. All I want it to get this installation fixed and for it to not look like a complete amatuer installed the cable. The hole needs to be ***aired to look acceptable and the wire needs to be secured properly.

  Business Response

  Date: 07/21/2025

  Our contractor has reached out to the customer and will be addressing any of the repairs directly with the cusotmer. 

  Customer Answer

  Date: 07/31/2025

  This issue has been satisfactorily resolved. The representative who conducted the repair was professional and efficient. He quickly identified the issue and made the repairs. He was a pleasure to work with.

   

• Initial Complaint

  Date:07/16/2025

  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.

  I am writing to express my extreme dissatisfaction with a line burial today and to demand that it be rectified. The two employees that came here today (7/16) starting working without notifying me (I was specifically told I would be notified IN ADVANCE). I was told by the original installer that the line would buried under my driveway, like my DSL line used to be. Instead these two idiots dug a trench, tearing up my land, killing all my plants, for about 200 feet from my utility pole, back behind and around my garage, then along the side of my house. Instead of 30 feet underneath my driveway and no damage to my land and my plants. They killed about a thousand plants and I NEVER gave anyone permission to tear up my land or kill my plants.I already called about this and was given a ticket #***** with the dispatch team to come back and do the job properly.I demand: 1) The line be buried under my driveway as I was originally told would happen 2) The team clean up any remaining mess they made that they didn't bother to clean up themselves and instead left for me to clean up 3) They fill in the trough they dug and otherwise flatten out the land they tore up all along the buried line to restore it to its original state minus the plants they killed that can't be restored 4) I receive notification BEFORE the team shows up and they do not work or start to work WITHOUT MY PERMISSION, and WITHOUT MY PERSONAL PRESENCE ON THE PROPERTY.Account number included below.

  Business Response

  Date: 07/25/2025

  We are still working on find out what the issue are on this so we can assist the cusotmer. There are no open tickets on the account. 

  Customer Answer

  Date: 07/27/2025

  This response was not satisfactory but the situation has been handled to my satisfaction through local contacts.

• Initial Complaint

  Date:07/16/2025

  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.

  This is a complaint towards Fidium Fiber internet provider. Last Tuesday, July 8th, we lost internet services. Our neighbors did as well. All 3 households reported this on July 8th. Each household was given a different resolution and a different day that a technician could come and resolve the issue. A technician showed up to our neighbors house on July 9th. It was investigated and a fiber optic line was found to be severed. The technician refused to work on the line because they needed a box truck to reach the wire. A technician then showed up to our residence on July 11th, without a box truck, and then refused to work on the line because he needed a box truck. We told him this was already reported multiple times and asked why didnt he come prepared?! He said he was calling his supervisor. Since then, all 3 households have reported that nothing has been done, and we still do not have internet. We are paying for the internet service but have been without it for over a week and NO ONE wants to resolve it. Multiple tickets have been created. The technicians suspended all their tickets without resolving the issue. Fidium keeps telling us that the construction company needs to work on the wires. When asked who the construction company is, Fidium does not know and tells us that they have no ETA. This is the absolute worst customer service I have experienced. We are getting the run around from Fidium and when I asked the representative yesterday if I need another internet provider, they told me yes. They didnt even have faith in the company that they work for, and neither do I. My neighbors and I have been chatting about this and we are ready to take further action. To not give us any answers and leave us in the dark is unacceptable.

  Business Response

  Date: 07/21/2025

  This has been resolved. There was apparently a mouse that had chewed through the fibers in the terminal. Repairs were made. We spoke with the customer who confirmed that ******************** are restored. We issued an adjustment for $47.50 

• Initial Complaint

  Date:07/15/2025

  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.

  Lost my internet service due to lightning strike on July 3 2025. I've reached out and reported the issue on the July 4. Was told 24 to 48 hours for a response call back from business for repair. It has now been 11 days with no communication from said business. I've reached out and called 4 or 5 times to no result. Not sure what else I can do to recieve a callback.

  Business Response

  Date: 07/21/2025

  This is all set. They had a bad filter and the cable pair was open a quarter mile away. Tech was out on July 18th in the morning and spoke to customer and made sure it worked.

  Customer Answer

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/11/2025

  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.

  I have been having continued issues with my land line and internet services. As of Aril 2025, Consolidated has been out to my home 8 different times. Each time fixing my service and then I loose it again. I either loose internet or Phone. It had mostly been phone service. I have now been without phone service since June 16th. I have made many calls, and been told they would send someone. They give me a ticket #, but no one shows. You can hardly understand them to talk to, and they don't listen. I have explained that I have Leukemia and have COPD and am on Oxygen, and need a reliable phone for emergencies. My cell service is not reliable, and seldom gets service. They have left me hanging with broken appointment, and have made no effort in the last 3 weeks to fix this problem. I know that my neighbor across the street is having the same issues. My landline is my life line. I use it to pay bills, check accounts. I can't call my ****, and they can not reach me. I have serious health issues, and sometimes need to have my apts over the phone. I am 65 and can't get around very well, and seldom go out. Considering the VERY hot and humid weather we have been having, puts me at a high risk. I live in a small town, and one of their tech building in less than a mile from me. When this started in ****, they we good about coming, now they do nothing. PLEASE help me, so that I can get my service fixed. I have chosen not to pay my bill, and all I want is credit on my bill and my phone to work.

  Business Response

  Date: 07/21/2025

  We are still working to resolve this 

  Customer Answer

  Date: 07/21/2025

  Due to the fact that they have made no effort to let me know what is going on, even though they were here working at my neighbors. Because of the lack of consideration to my medical situation, and the need for phone service, I would have expected some response from them. I would like any and all charges on my phone bill to be credited and not to resume until my service is working. That means they will  not shut off my internet or email service, while I wait for them to fix my phone service. I will resume with my regular monthly bill, once all is working again, and starting with no past due amounts. nThank you

  ***** ******

  Business Response

  Date: 07/22/2025

  We are working with our teams to correct the situation. Technicians are lined up to come out and resolve this. 

  Customer Answer

  Date: 07/23/2025

  I agree that they have technicians out here working on the problem, and I appreciate that.,. However, they have not responded to my questions to them concerning my bill, and the credit I expect them to adjust on my account. They have sent text to my cell phone( which seldom has service), about my outstanding balance and that it needs to be paid. I have told them that I am not paying it, and that they need to credit my account for lack of service. When, my phone is working again, I will call them. I have sent them messages explaining this, and both BBB messages have also stated this, but they aren't responding to that part of the message. I am afraid that next they will disconnect my services as quick as they fix it for lack of payment, and that will not sit well with me. Please ask them to agree to not cancel me, and to agree to clear any and all overdue charges from my account. Thank you

  ***** ******

  Business Response

  Date: 07/29/2025

  This has been resolved. Technicians s are not versed in billing or ordering questions which is why they cannot answer those. Those questions are for cusotmer service agents.  

  A Tech was dispatched out on this and cleared all the issues. We adjusted the bill back to April and gave the cusotmer a credit in the amount of $267.01. A cusotmer service agent contacted the customer and advised. 

  Customer Answer

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/09/2025

  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 was trying to find out why my account was sent to a collection agency seeing as I have paid my bills routinely. I spent the entire day trying to get an answer and I continued to get different responses from different representatives. I was told multiple times along withcompany recordings that I had a zero balance yet I was sent to collections stating I owed money on my account. I tried endlessly to understand the dillema but still dont have a definitive answer. No one seemed capable to get to the bottom of the problem.

  Business Response

  Date: 07/15/2025

   

  This has been resolved. The customer migrated over to our ****** brand in April 2025. There was confusion over the final billing for the former billing. Due to the confusion, we agreed to adjust that bill to a zero balance, The customer is satisfied. 

• Initial Complaint

  Date:07/08/2025

  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've had **************** with consolidated communications for almost a year, they connected my service but left wire on ground for almost a year with everyone driving on it. I called 8 times trying to get them to come fix it. Finally on July 4th my box quit working, I went to the employee office in **************, talked to a field manager, he said he would have someone out to replace my box that day. (Yesterday) I'm still without service, the only person you can get on the phone is an answering service. All they do is give you another ticket number, if you ask to speak to a supervisor, they say they are in a meeting. I'm paying for a service that I don't have with a cord lying across the driveway and 3 neighbors yard. I have never even received a bill like they say they send out. My first month of service got disconnected because I never got a bill thru email or postal. This is a horrible business. I pay faithfully every month to receive c*** service! If we had other **************** options in this area, we wouldn't be using this service. Someone needs to hold this company accountable for ripping people off. Showing up when they decide to. This is my 4th day of no service.

  Business Response

  Date: 07/16/2025

  We spoke with the cusotmer on July 15th and listened to their complaints on service issues and issued a credit on the account for $71.87,. 

• Initial Complaint

  Date:07/04/2025

  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.

  Fidium, owned by Consolidated Communications is the worst company I have ever had to deal with. They supposedly provide great internet service, while some of that may be true, their customer service or understanding urgency of their customer's needs, is uphauling!!! First, it took them over ten (10) weeks to get internet to my home, then the internet goes out and they send four (4) different crews out (waste of company's money) at four different times/days to research the problem, two days later the problem occurs again, and then again ... NO INTERNET SERVICE!! Here's the better part ... wouldn't it make sense to keep a log or database of a customer who needs service, and then for the tech or customer service *** to read the issues that the customer is complaining about before sending out a random tech? Make sense to me! Not these idiots, they'll send out an entire new crew four different times before fixing the problem ... that they already know about ... if they kept a record!! And, they **************** ***s, are all overseas and have been trained to use "make the customer feel good" words!! What crap!

  Business Response

  Date: 07/15/2025

  This has been resolved. A tech went out on July 10th and corrected the issue with the facilities. The customers service is up and running and the customer is happy. 

  Customer Answer

  Date: 07/16/2025

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