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Consolidated Communications Corporate Headquarters

121 S 17th St, Mattoon, Illinois, United States, 61938-3915

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Consolidated Communications Corporate Headquarters Reviews (%countItem)

Our complaint crosses multiple categories - but is best summarized as a customer service issue. We had previously used Fairpoint for our business internet, who were acquired by Consolidated Communications.

We suffered severe connectivity issues which resulted in employeees needing to work from home, use hotspots, or use other available WiFi connections. Calls had been made to Consolidated addressing these concerns, but we eventually switched providers. When the service was terminated we were told that we would owe nothing following our experience and that once the final bill arrived - we could contest the charge based on our negative experience. During a first call I was told that nothing could be done until I received our “final updated bill”, and during a follow up call I was told it had been “taken care of” which is apparently Consolidated speech for “we are billing you for early termination” despite the fact they could not hold up their end of the contract, which had been communicated by myself and another party prior to cancelling our service that we just wanted it to be fixed.

When I called back to contest to bill and it was escalated within their team for resolution I was told that we’d been lodging our complaints with billing, which has nothing to do with tech support and that no record of those complaints is kept by the billing department. When I asked how I was supposed to know I wasn’t speaking with tech support, I was told I needed to request to speak with tech support for us to be issued a case number. I understand the logic behind needing to speak with tech support, but why is the onus not on the billing team to ensure that calls regarding service complaints are forwarded to the proper department. I was under the impression I was speaking with people who could resolve my problem or at least speak honestly about whether or not I would be billed.

Consolidated Communications Corporate Headquarters Response • Nov 20, 2018

We were already investigating the customer's concerns through another avenue.We have attempted to reach the customer to discuss their complaint further, to date, those attempts have been unsuccessful.

I have had to call multiple times almost lonely as I continually lose internet service. I upgraded my service in hopes of reducing this pretty much to no avail. I have had scheduled service appointments where they give me a rediculous service window 9am - 7pm. On at least one occasion they didn’t bother to show. Most recently 11/4 I lost service and called for a repair. The window of time they gave me was from Sunday to Thursday 11/8, 9am-7pm. We called to see if it could be narrowed as someone would need to be home. They gave us Thursday 9-7. When asked if they could call so my wife and I who both work could plan accordingly. We were told it was guaranteed that would happen. I have called again while waiting to see if I could get an update. The response was they are not connected to dispatch so they can’t narrow down or let us know where things are at. Additionally now I am going to have to fight with them to prorate the service as I have been without the product I am paying for.

Consolidated Communications Corporate Headquarters Response • Nov 09, 2018

A Consolidated representative reviewed the customer’s records and contacted the customer. Records indicate that the customer’s concerns have been investigated and technicians have been dispatched to address any problems with the customer's line. In recognition of Mr. concerns, Consolidated has also applied an adjustment to his account.

On October 27th we noticed that our internet was not working, I waited a couple of days thinking it would come back. It did not so I called customer service and explained my issue. He looked on the computer and said we were in the middle of an outage. He said there was no ETA on when it would be solved and had no other answers for me. It has been 5 days that I have been without internet, a service I am paying for. This has lead me to have to use my phone without wifi so I have now uses all my data for my plan I still have 26 days left without data! I am unhappy and still have no internet or answers. This is not the first time this has happened. I don't think I should be paying for a service I am not receiving. I would just like my internet to work. We have no cable so without wifi I have no tv. It's all very frustrating.

Consolidated Communications Corporate Headquarters Response • Nov 07, 2018

A Consolidated representative reviewed the customer’s records and contacted the customer. Records indicate that the customer’s concerns have been investigated and technicians have been dispatched to address any problems with the customer's line. In recognition of Ms. concerns, Consolidated has also applied an adjustment to her account.

I give them no stars in reality. I am 100% unhappy with CCI, and believe this company has false advertisements about great service. It is not honest company, nor are their prices consecutive. They do not work with customers when CCI has done wrong, yet expect customers to pay their unreal fees for disconnection upon dissatisfaction and horrible service. I do not recommend this company at all.

We do not receive the internet that is promised, We are continually dealing with extremely slow or no internet at all. We have contacted the company numerous times and they keep closing our tickets without a resolution. They refuse to set up a time to come to our house to resolve the issue.

Consolidated Communications Corporate Headquarters Response • Nov 06, 2018

A Consolidated representative has been in contact with the customer to address their concerns.

I have been waiting for Consolidated to install internet service at my address since the end of July. They continually send a robocall that says they need to reschedule. The worst part is they say 8am-5pm every time. Who can afford to keep taking days off to have the call rescheduled? I have not heard from a live operator. I am very dissatisfied with this company.

Consolidated Communications Corporate Headquarters Response • Oct 23, 2018

We have been in contact with the customer, his order is now complete.

Customer Response • Oct 23, 2018

Revdex.com:

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

Sincerely,

Brandon

In the year that I've had service I've had Nothing but problems with it. I constantly lose service and have to unplug and reboot my router. Technical problems since day 1 and in the 4 times they've been here they have yet to truly and fully fix them. I pay my bill each and every month for a good quality service that I have yet to receive. I feel like not one care is given about the customer. I had a repair appointment scheduled for Oct 4th 2018 between the hrs of 8am and 12pm and as of 2pm I've seen and heard for no one. I've made multiple phone calls to report my frustration and not one care was given. I've now lost 1 days pay while they are still getting paid. I find it to be a joke that the only way the tech department can contact the Dispatch dep is with a Email. That is just showing the customer that their (the customers) time isn't of any importance. They should be able to directly Call the department to find out where the service technician is and why they never showed up during their 4 hrs window that was scheduled. This company need to start being held responsible for its inability to follow through with it services. If a customer is scheduled an appointment time and they don't make it there should be compensation for the customers time lost from work beyond just a bill Credit that they didn't have internet services. They should also receive a 50.00 bill Credit as a token of apology. If I don't pay my bill on time I'm charged a Fee so why isn't the company responsible to pay the customer a fee when they don't show up for their appointment and don't even call to let them know anything about being able to actually show up when they're scheduled too.
The company is a complete failure! and something needs to be done. Their name is always in the news because of how horrible their customer service and service is in general. They don't seem to care that its the customers signing their paychecks. With customers they have no job with no job they have no paycheck.

Consolidated Communications Corporate Headquarters Response • Oct 09, 2018

A Consolidated representative reviewed the customer’s records and contacted the customer. Records indicate that the customer’s concerns have been investigated and technicians have been dispatched to address any problems with the customer's line. In recognition of Mr. concerns, Consolidated has also applied an adjustment to his account.

I (along with others I see) would leave no stars if possible in this instance: We contacted CC to point out that our internet service is slower than promised and irregular. We were told that service would come on Monday of this week to explore the possibility of an upgrade from "ethernet" to "bonded." We were told that someone would need to be home between 8 and 5.
No service showed up, no one called, our phone calls were placed on hold for 30 minutes, and people who answered were unable to provide us with any information. Now we get an automated voice message that someone is coming tomorrow and again we are supposed to be able to wait for them from 8 to 5. It feels like your company has no respect for the working lives of your customers and no decency to have a real person call with an update on what is happening. Why not even a call from the truck drivers? Very frustrating and , at the very least, bad business. Alllyn Field (re service for 603 448 1411).

This company does not even deserve half a star. I work the same hours of business from 8am-5pm, leaving me only my lunch break to make contact shall an issue arise, as one has. I spent numerous lunch breaks calling customer service being on hold each time for the entire 30 hour I’m allowed, leaving me no choice but to disconnect. Upon the arrival of my vacation I made it a priority to get in contact on Monday. I was on the phone for over 45minutes while a gentleman ran some test and fixed a few things on their end, but he noted a technician would still need to come to my residence and would be there by Wednesday anywhere from 8am-5pm. No call/no show. Upon speaking to technical service they explained the ticket had automatically closed itself on their end due to the first problem being fixed. There systems should not be allowed to close a ticket until a customer is served 100%. The technician opened a new ticket and gave me a new date of Thursday the 20th with again the broad hours of 8am-5pm. I asked if I needed to be home for their arrival and was told yes so wasted another vacation day stuck at home waiting for a phone call or arrival of a tech. Nothing! I called tech support at 4:30pm who told me nobody was scheduled to arrive that day. I asked to speak to a supervisor. The supervisor did see a technician scheduled and saw a note he tried to call me around 2pm. As I explained to the supervisor, the problem I am having is not only poor quality, but that my 3G wireless router that I have had over a year and working great (went from no cell service to great cell service) was no longer working and I do not have cell service to receive a call. I replaced the 3G router thinking that was the problem, but it was not. The problem lies with consolidated communications. No voicemail was left from the missed call and nobody arrived. I was home all day. The only thing available to do was open yet another ticket, a 3rd ticket, for a technician to come to my home. Now it wouldn’t be till Monday September 24th, when I return to work and am unavailable to be home for a technician. The numerous calls I have made and hours spent on the phone with this company, a solution should have arrived by now. The customer service provided was horrible. It sounds like the employees are trained to be robots. Each person I expressed my concerns to replied with the exact same answers as if it were a script. I did not feel as a paying customer my services were of any importance. When talking to one department they placed blame on the other department. So when I asked to speak to that department, I was told they do not have connection to that department. Didn’t matter which department I was talking to. They really have consolidated their communications, amounts their company and to their customers.

I have tried calling this company to talk about my billing and future account information and I am on hold for over 30 minutes each time with customer service. There is no prompt to receive a call back either. They are only open 830-5 pm Monday through Friday. I also work Monday through Friday 8-5 with a 30 minute lunch break. getting ahold of the customer service to discuss this issue with a human is impossible. You can talk to there tech services but even they cant transfer you to a customer service agent. It is a big revolving door and nobody can get a customer dervice rep to answer. I have also gone on there website and sent 3 emails discussing my issue and wanting a call back with no luck that way either. I am at a stand still and not sure what to do from here, but I don't want to pay my bill until I talk to someone to discuss this.

Consolidated Communications Corporate Headquarters Response • Sep 20, 2018

A representative contacted Mr. on 9/19/18. It was determined that the customer is moving out of Consolidated's service area. We provided him with the information he needs to establish service in the independent area. He indicated that all of his billing questions had been answered.

Consolidated apologized to Mr. for his inconvenience.

I was supposed to have service connected on August 31 and it is now September 16, with no service yet. I have spoken to multiple techs, supervisors, customer service and nothing has been done. Service has not been connected and NO answer as to when it will happen! I'm basically told each time they'll send an email and someone will call me. Nobody has called me. A tech has not checked on or fixed the issue. Yesterday was the "commitment" date and it still isn't done. If I cancel they'll charge me an early termination fee, even though they haven't provided me with service, per the contract.

Consolidated Communications Corporate Headquarters Response • Sep 20, 2018

The customer chose to cancel the request for service. We have done as the customer requested and stopped billing effective 9/04/18 and waived the early termination fee as a courtesy to the customer.

Consolidated apologizes for the customer's inconvenience.

Customer Response • Sep 20, 2018

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 13097089, and while I will accept this response as satisfactory, I would like to note, the courtesy extended to waive the early termination fee was only a result of my asking to speak with a manager. The initial response was they would cancel my service request but that I would be liable to pay the fee.

Sincerely,

Shannon

My girlfriend and I have been fighting since August 15th, 2018 to get interned and land line phone service started at my new house. Consolidated Communications is the only ISP and phone provider in our area. They have cancelled on us twice, when they were supposed to have a technician come and set up our services. Each time, Consolidated Communications calls last minute on the day they were supposed to be there and reschedules us for two weeks ahead. I understood the first time they cancelled but twice in a row is unacceptable. My girlfriend had to take the day off of work today in order to be home when the technicians arrived only to be cancelled on. At this point, this issue is costing us lack of income. We have no cell service in our area, so for a month now we have had absolutely no way of communication at our home. In the event of a life or death emergency, of which we experienced a week ago, there was no way to get in contact with either myself or my girlfriend. My job, which sometimes required me to be called in to work, is upset that I cannot be contacted. I need a land line and internet service immediatly.

Consolidated Communications Corporate Headquarters Response • Sep 27, 2018

A Consolidated representative has been in contact with the customer to assist in addressing their concerns. The customer's order is now complete.

If I could give no stars I would. I contacted Consolidated Communications 2 weeks ago to set up internet connection, I spent 45 minutes on the phone to arrange this. My appointment was scheduled for 9/11 between the hours of 8-5, my husband took the day off and they NEVER CAME and NEVER CALLED to communicate that the appointment would need rescheduling. I called Consolidated Communications on my scheduled install date being informed twice that they would be out. They still never came. I called first thing on 9/12 for the customer service representative to leave me with more questions than answers. After I hung up and my blood was boiling I decided to call back and continue to be assertive to get the help I needed and my questions answered. The second representative thankfully knew what she was doing and was very helpful with what she could control. She did assure me that I would receive a call back from management today... I have yet to hear from them, and I called at 8AM EST. So because I hadn't heard from them I decided to call back to learn that no managment is accessible to them directly but that a request was already sent in to a manager and that I would continue to have to wait. I haven't even begun business with this company and I am already severely disappointed. I am even considering NOT doing business with them at all.

When I first signed up for internet service I was notified that I was entering into a 1 year agreement which I consented to. During my year I called because I was extremely frustrated as the internet had worked horribly since we started the service. The representative advised me that upgrading my service to the next speed up would remedy the situation (later I was told by a technician that this was horrible advice.) She said that there were no additional charges and that we would save $2 per month on our bill. I agreed. NEVER did the agent tell me that I was entering into a new agreement of 2 years. The "upgrade" resulted in 4-6 weeks of loss of internet and 5-10 times of their team having to come out and try to fix the issue (plus we relied on internet for phone service so I had to drive 2 miles down the road just to call them when it didn’t work.) After our initial year contract we moved and I cancelled our service. It was at that point the company told me that I had entered into a new 2 year contract starting and that there would be a cancellation fee. They told me that I couldn't do anything about it until I received my bill. I received my bill with a $129 cancellation fee and called the company. I spoke with one customer service rep and two supervisors. They told me that they would not remove the fee because: 1. Notes from their customer service rep saying she notified me of the agreement (even though I know for a fact she did not.) 2. On page 3 of my bill there is SMALL (2yr) next to the price I pay. 3. They emailed an extra page with my first bill after the upgrade that reviewed the changes. I pay my bill automatically. I usually look at the first page of the bill and if everything looks to be correct I have no issues. Since I didn't know to be looking for extra details there was no reason that I would have gone searching for them. Can they really can force me into an agreement as a solution for poor internet service then charge me a cancellation fee?

Consolidated Communications Corporate Headquarters Response • Sep 14, 2018

Records indicate that the customer entered into a year term agreement for her internet services. This agreement entitled the customer to significant savings on her monthly service rate. If the customer cancelled the internet service before the term was fulfilled, an early termination fee (ETF) would apply. The notes on the customer's account state that the customer was advised of the commitment and the ETF, additionally the customer was sent a welcome letter which included a start and end date for the service.

Customer Response • Sep 14, 2018

Complaint: 13089060

I am rejecting this response because: I was not told of the new agreement terms or the early termination fee despite the fact that they claim their notes say they told me. The "welcome letter" was on page 3 and 4 of my regular bill. First, there is no reason that I would go searching for extra pages on my bill when the amount looked correct. Second, no where on the letter does it spell out that there is an early termination fee. It also doesn't spell out that I agreed to a 2 year contract. There is (2yr) after my service and there is a start and end date but nothing saying there is a contract or an early termination fee. I have attached the bill here.

Sincerely,

Savannah Brown

We have had service with Consolidated communications and formerly *** internet. Our service has not been working correctly for over 1.5 years. Every week we drop the internet and have zero signal for undetermined lengths of time. We had contacted the company as *** many, many times over the years and they sent out numbers technicians. We have had technicians over the phone try to fix things, ones that came to the house and worked directly with our modem, others that stayed outdoors and looked at the connection on the side of our house as well as other technicians who have gone to the connection on the pole out on our road as well as the junction box at the largest nearby intersection. We have only contacted Communications a few times in Oct, Nov 2018 and May, Sept 2019 because we have just given up. it is a waste of time. Our wireless service drops a number of times per week- every week for the past years. It can be out for minutes or hours, you never can predict. Eventually it comes back on and works until the next random drop. If I call, it has to be from the house when I can actually be on the computer and it takes about 30 min to an hour each time and usually by then it is would be up and running again. No one has been able to fix it. They had tried 3 different Modems for us within the Sept/Oct timeframe 2018. All I want to be able to do is to cancel the service without paying the bill $129.00 early termination fee. Consolidated Communications says that we can not do this as we have only called in a few times to tech support in the past year. This is true- but we hadn't done it because it doesn't solve a thing. I asked them to look back into the prior years and that they would see the same ongoing issue. They haven't done that- I don't know if they were unable to see it or if they didn't care. I spoke with tech support today just to make sure that it is on record for them. None of the technicians that have come out have had an answer for us.

Consolidated Communications Corporate Headquarters Response • Sep 25, 2018

A Consolidated representative has been in contact with the customer to assist in resolving their concerns.

I signed up for internet service at our vacation home. I expressed my concern about the upload speed of the service and was told that I could cancel at any time if I found the service was too slow for my needs. A little over a month later, when I went to spend a week at our vacation home, I realized that the upload speed did not accommodate my needs as I need to communicate with my company and the upload speed (<1MB was far too slow). I called to cancel and was told I would need to pay a $129 early cancellation fee. I explained to the customer service rep that I was told I could cancel at any time and they responded saying that I signed up for a 2-yr commitment. I would have not agreed to these terms so I was blatantly lied to - a true case of bait and switch

Consolidated Communications Corporate Headquarters Response • Sep 11, 2018

Records indicate that the customer entered into a two year commitment for his internet service. This agreement entitled the customer to significant savings on his monthly service rate. If the customer cancelled the internet service before the term was fulfilled, an early termination fee (ETF) would apply. The notes state that the customer was advised of the one year commitment and the ETF at the time service was ordered. When the customer called to question the ETF a representative offered to rerate his services to the month-to-month rate rather than the discounted rate and adjust the ETF. This left the customer with a remaining balance of $72.70.

We lost internet access due to a downed line on Monday, Aug. 20 around 5:00 -6:00 PM. I contacted Consolidated Communications as soon as it happened and was told someone would be out on September 4 to fix the problem. I contacted Consolidated Communications again on Tuesday, Aug. 21 stating I didn't feel waiting over 2 weeks was acceptable. After speaking with 3 representatives, I was basically told that "due to several storms in Maine and Vermont, they were scheduling that far out". On Monday, Sept. 3, I received an automated recording reminding me of the service call for the following day. It stated someone would be out before noontime. By 1:30 on Sept. 4, no one had shown up yet so I contacted Consolidated Comm. again. I was told that the line technician most likely got behind schedule but should be there that day. She also offered to have the technician contact me directly to give me a better time frame of his arrival. At 4:45 PM, I received an automated call stating unfortunately they would need to reschedule for the following day, Sept. 5. At 1:00 PM on Wednesday, Sept. 5 I received an automated call stating, once again, that unfortunately they would need to reschedule for the following day. I contacted Consolidated Comm. again to find out why after waiting over 2 weeks, was I continually being put off. The supervisor I spoke to said that sometimes they work takes longer than planned thus resulting in jobs having to be put off another day. I stated that I was very unhappy and felt they don't care about their customers. Again I was told that the schedule was out of her control. They were behind because of the recent storms. When I asked if because I had been scheduled for Tuesday and then had been pushed to Wednesday, would my service call be first on the list for the following day. I was told no. All jobs go back into the system and it processes them randomly.

Consolidated Communications Corporate Headquarters Response • Sep 06, 2018

We are investigating the customer's issue.

Consolidated Communications Corporate Headquarters Response • Sep 10, 2018

A Consolidated representative reviewed the customer’s records and contacted the customer. Records indicate that the customer’s concerns have been investigated and technicians have been dispatched to address any problems with the customer's line. In recognition of Ms. concerns, Consolidated has also applied an adjustment to her account.

Customer Response • Sep 11, 2018

Revdex.com:

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

Sincerely,

Darcy

I've tried for seven days to get this company to fix my internet. I've used their chat program, I've emailed them, I've called them, but still, no internet. No one answers their hr. I've been on queue for 20 mins (it states estimated time is one min) to use chat, again! They bill customers without providing services. They provide no clear means for customers to resolve issues. I even sent an email stating that their performance makes *** look good! It's a sad day when going to *** is a viable option.

Consolidated Communications Corporate Headquarters Response • Sep 14, 2018

A Consolidated representative reviewed the customer's records and contacted the customer. Records indicate that technical support called the customer back at his request. They asked him to call again when he was home and can trouble shoot. The customer participated in an online chat with technical support on 9/2/18.

When we contacted the customer, we advised if he is still experiencing trouble, he needs to speak to technical support and if they are not able to address the customer's issue then we can assist in escalating any repair. The customer has not yet called technical support but has a direct number to reach the representative should he need further assistance after speaking with them.

I called over a week ago to schedule an installation of internet in my home. I was told someone would come out today. I stayed home all day only to have call myself at 3:30 and find out the ticket never made it's way through. I now have to wait another week.I asked to speak to a supervisor and was told this would not happen. If you make an appointment and tell someone that you will send a tech then do it. It's unprofessional, and horrible customer service. When I asked what day next week they would come I was told they didn't know. I asked for Tuesday and was told this was not possible when they should have been here today. I have to work anf should not have to take more time off from my job when an appointment was made. I find it very upsetting when they can't even give me another appointment date because they can no longer guarantee it. I can't just leave work on the spot to wait for them and risk them not calling or showing up again. If I had other options I would use a different service.

I have been trying to get services for phone and internet installed for over a month. I have had appointments for installation on 7/26, 8/13, 8/20, and today, 8/29. I called this morning to verify all was set, was told it was, and not 20 minutes later got an automated phone call saying I was being rescheduled again. I have had to take time off of work for each of these and it’s getting ridiculous.

Consolidated Communications Corporate Headquarters Response • Sep 13, 2018

The customer's order is now complete and they have confirmed that service is working.

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Address: 121 S 17th St, Mattoon, Illinois, United States, 61938-3915

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