Consolidated Communications

I now pay over $100 a month for internet and phone service at a house I rent out through Airbnb. I offer internet on my listing. My house is in a remote area and I am completely dependent on Wi-Fi for tv and communication with the outside world. My guests arrived and immediately notified me that the internet was out so I called tech support. We were told to unplug and replug the router. Wow. Thanks! Obviously that did not work so I was told that they need to send a tech. That was three days ago! No tech, no return call, and no advice as to when this mystery tech might appear. All the while my renters are without Wi-Fi. Thanks to this business for ruining my business. They know that they are the only phone/internet provider in the area so they could care less about giving the service for which their customers pay. I’m going to try satellite through another company, however my house is behind the mountain and surrounded by trees so not sure if this is going to be a viable solution. I wish any other service provider would take over!

Don't waste your time or money on this WORTHLESS company. A hamster on a treadmill could provide a better signal. I keep a daily spreadsheet of signals drop-offs. Over 30 per DAY! Every 10-15 minutes I get to watch the Buffering Wheel of Misfortune. Or it kicks me off. I'm on ONE DEVICE: My laptop. Tech "services" says they "don't have the infrastructure to keep up with consumer demand.." REALLY? Then STOP CHARGING FOR A SERVICE YOU CAN'T PROVIDE! Meanwhile, I'll be switching to cable. I DARE them to belt me with a disconnect fee. They'll hear from my LAWYER. I'm DONE.

I have had consolidated Communications for 6 years now and I have always had the worst experience with the company whether it be tech support (which im continuously calling), customer service department and their attitudes toward customers or the techs that they send to my home who do absolutely nothing but reset the box and call it "fixed".. ive had 3 routers replaced, and at least a half dozen DIFFERENT techs show up.. all but one was about as useless as they come. about a week ago a tech came and said "its because you use apple products.. there's nothing I can do here".. TODAY a tech just left *my last straw* , said "its what you have, unfortunately.. perhaps shut everything that has a wifi on it off unless you are physically on it. MIND YOU, only my TV is on and being used.. nothing else. My tv screen turns completely fuzzy right in front of her and then the screen says "im sorry, we are having a hard time reading this title".. she said "we cant say that its not just your tv or the program you have on. REALLY? I pay $99-$100 per month and am reseting my internet box at minimum - 12 times DAILY. I sent her on her way and called right up and set it to be shut off. I am done. if this is the only provider you have in your area (which for the longest time was my case) I STILL wouldn't recommend. id use my cellphone any day.. im switching providers

[redacted] ***, Customer Care Supervisor, has left messages for Ms [redacted] on 2/9/and 2/17/with her direct number to discuss her issuesMs [redacted] has not returned our calls, however Ms [redacted] has issued a credit to the account for the $reconnect charge, and one of our Customer Service Leads credited the account $for the trouble with her servicesWe believe at this time this issue is resolved as we have not heard back from MsHall

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However there was no follow up phonecall made and I had to continually follow up with the tech to remind him what the job was that needed to be completed as he was not given proper instruction Sincerely, [redacted] [redacted]

Per [redacted] ***, Res Customer Svc Team Lead, [redacted] disconnected services 3/7/even though there was a ticket pending w/tech visit Trouble ticket history:ticket called in 1/7/resolved same day and closed 1/13/with tech visit 1/14/changed router and malc port at central officeNo tickets placed but TNI (tech support) notes [redacted] called in 2/14/16, 2/15/16, and 2/25/with wifi issue and connection loss3/4/ tech was going out 3/5/and customer advised service cancelled Credits given for January ticket 1/14/$and applied credits for the February call in day courtesy $Account was cancelled at [redacted] requet No early termination fee was applied and equipment has been returned

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Customer called in on 11/9/to cancel TV and was advised that she has days to return the equipment and the equipment charge is $The customer went into the service center on 11/21/and returned the equipment and the agent at the counter said that they removed the equipment charges, but in fact the agent did not remove the equipment chargesThe Equipment charges were already on the 11/16/bill, and should have been creditedThe customer’s bill was due on 12/9/and she is set up on auto pay with a checking accountWith autopay, we schedule the payment days before the due date and at that point it can’t be edited or canceledSo her autopay did take the full balance of the 11/16/bill because the credits were not applied by the agent that took in her equipmentThe payment was taken by us on 12/9/for $529.62, and $of that was for equipment ($equipment plus $tax)The equipment was credited to her account on 12/6, but because her payment due date was 12/the payment had been scheduled on 12/for the full balance Because of the payment method the customer uses for autopay, which is an electronic checking account, we are not able to request the funds be refunded to the cst checking account until 12/30, but the customer can either dispute the charge with their bank, to have the fund put back into their account and the transaction canceled, or she would have to have the bank write a letter on company letter head and give it to her to give to us that states, that the payment that we received will not be refunded or reversed for any reason so that the customer doesn’t end up getting refunds If the customer sends us the letter we will refund the payment and she would have it back in her account in 3-business daysThe customer was informed of this on 12/14, 12/15, and also on 12/I am applying a $credit to the account due to us not crediting the equipment charges when she returned it and tried contacting the customer to see if she has contacted her bank yet, but no answer on contact number of [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/11/12) */

Initial Business Response / [redacted] (1000, 24, 2015/07/16) */ The customer call was reviewed and customer was quoted monthly charges of $+ taxes and surchargesThey were also informed prior to advising plus taxes that monthly charges "with fees" which meant boxes and upgrades was $with a year term and a year term would be $+ taxesMr [redacted] was advised twice it was $plus taxesthe $he was charged the first month was for his settop boxes, bb maintenance fee, dsl line charge and taxes A CSR spoke with Ms [redacted] on 7/15/to discuss the charges again and customer was not happyThey misunderstood for it to include taxesCSR also discussed ETF if they were to cancel if they move

[redacted] ***, Manager - Customer Service noticed on the account that the customer had called in but has not been able to authorize the accountWe provided our [redacted] authorization form and the customer has not returned itHowever, in looking at the account, we have no history of trouble tickets for the customer ever calling in regarding not being able to access their email until 8/15/16.Ms [redacted] contacted the customer to obtain the [redacted] form so they can verify the account We are unable to process the disconnect they are requesting, per [redacted] rules, until proper authorization is completed.~ 2pm on 9/28/the customer faxed in the form and we were able to process the disconnect and apply a $courtesy credit for the email they have not been able to use CCI considers the matter to be resolved to customer's satisfaction

The trouble Ms [redacted] is experiencing is a congestion on the Consolidated network The engineering team is working to resolve this issue ASAP, however there is not a timeline Ms [redacted] has been updated and will be kept up to date as to when the network relief will take place

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @consolidated.com Trouble Ticket History: 9/16/frequent disconnectsUsing roku, voip and pcs all on 3mbpsAdvised customer to upgrade 10/8/Testboard shows signal is good, access zhone firmware without issue, getting correct speedCustomer states its slowTech Support refer to Customer Service but customer declined 10/17/has power cycledWifi disabled, re-enabled wifiNow able to connect 10/24/Ran TestBoard, no errorsEnabled DNS, rebooted modem from firmwareIssue Resolved 10/25/DNS not respondingPowercycledCustomer needs to hardwire and check the LANCustomer refused and hung up 10/26/Frequent disconnects, no outages, active account, tb showing all green, DNS issue, set dns in modem, powercycle, check cables and filters, TestBoard all green Summary: 10/26/15: Mr [redacted] was given Trouble Ticket credit of $for daysThe trouble tickets are testing clear and good 10/28/15: [redacted] CS Team Lead, called Mr [redacted] on home # and mentioned the multiple devices being used on serviceHe said he doesn't use them all at the same timeHe told Ms [redacted] the pedestal providing service to his home is currently damaged and it is getting moisture and that is causing the problemsIt had been damaged before and once repaired they had no other problems 10/30/15: Pedestal in question was repaired 11/5/15: Ms [redacted] called the customer to inform him the pedestal had been repaired and ask if he had any further service issues that needed to be addressedHe was not having any issues at this timeShe also let him know if he continued to have issues, we would need to allow a tech inside the house to inspect any possible issuesCustomer has denied inside access in the past for troubleshooting - We experienced an email outage from Thursday afternoon 11/5/to late Saturday/early Sunday 11/Ms [redacted] called home# for Mr [redacted] and left a message to discuss his Revdex.com complaint about email outageShe also explained in message that outage was resolved and he should have access to his emailIf he did not to contact technical support and provided number to callShe also offered to assist him if he still had problems and left toll free number and extension She also added the $courtesy credit for the email outage that we have been authorized to give

Initial Business Response / [redacted] (1000, 6, 2016/02/02) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @consolidated.com This issue has been resolvedThe month of service he's referring too was prorated on his final billHe did have a remaining balance of $that we adjusted off for his troubles in the showroomWe forwarded the complaint to the showroom supervisor so that she's aware of the issue, and called Mr [redacted] back and left him a message advising that his balance has been cleared

Initial Business Response / [redacted] (1000, 17, 2016/01/18) */ History with the customer: 8/18/Ticket: XXXX-XXXXXX Created ticket per letter received Notes: Cust is having interrupted service times from 7/27/ thru 8/8/Tried calling customer to setup a dispatch time On 8/20/the ticket was cancelled per customer 9/22/Ticket: XXXX-XXXXXX Notes: Customer reporting no channel information on the bottom of screen on 75,52,- this was reported to Network Support for informational purposes 10/27/No ticket issued - Customer states they notice No Title listed on channels 56, 60, 76, 83, 84, 105, 118, 119, and channel is displaying the incorrect title 11/23/Ticket: XXXX-XXXXXX A Repair representative wrote this ticket based on a letter sentNotes: Cust wrote a letter telling about channels with no titles on themShe directed her letter to the Revdex.com tooI tried calling [redacted] on her local phone #No one answered so I left her a voice mail message stating that I was rebooting all streams at her houseTitle should pop in on all channels in approxminShe needs to call us if the titles are still missing so a different type of trouble ticket could be written to get a tech out to herLeft messages on 12/and 12/Cancelled ticket due to no response from customer This is the only customer stating an issue with channels not showing titlesWe tried calling her on 12/23/and did not get an answer 1/13/Tried customer again; CSR was able to speak to customerShe said the services have improved but still having some issues with channels not showing the programming informationShe would prefer no technician visit at this time due to health issuesWe agreed when she felt up to it, she would call to have a technician come out and review their settingsCustomer has been in and out of hospital and once she is feeling well, she will call in so we can send a tech out to troubleshoot further

Initial Business Response / [redacted] (1000, 7, 2015/12/16) */ FairPoint received a port request from the customer's new providerFairPoint took the required action and the account/number was "pending port" which meant we were waiting for Comcast to take the number to their networkNo orders can be written on an account that has a pending port request associated with it The number was not taken as scheduled so the customer continued to receive service from FairPoint The port order was eventually cancelled by Comcast and the service was disconnected per the customer's request on 11/9/ As a courtesy, we credited the customer's internet service back to 9/2/as was promisedWe also issued credit for the early termination fee assessed to the accountWe did not issue credit toward the phone service as it was working and the line showed usage

This customer asked to be contacted via email [redacted] , CS Team lead contacted the customer via email with the following message:Sorry about any misunderstanding with our terms and conditions and our promotionsWe do not offer a fixed rate with any of our promotionsThe only thing that is guaranteed to remain at the same rate for the term of your agreement is the discount that we add to your monthly bill each month for committing to a year agreementThe discount that you will see on your bill monthly will be the $-Service fees are subject to change upon written notice to youHowever I can offset the rate increase of the $for you for the next months by applying $discount to your accountContracts do not remove you from being subjected to rate changes that may happen in the future

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Contact Name and Title: [redacted] /Team Lead Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @consolidated.com This customer has been contacted and this issue has been resolved over the phone with a Team LeadNo equipment charges are being charged to this customer and the disconnect order has been processedThere was no router ever scanned in on his account

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @consolidated.com 8/31/15, Ms[redacted] CS Team Lead, spoke with customerFirst discussed the corporate number she was given was correct Normally a message is taken or she is connected to the first supervisor available for callShe had left messages for Supervisor [redacted] , 1)re: her service issues and 2)cancelling the need to call her back since she had spoken to a supervisorNext issue was the fact that tech did not call to schedule an appointment [redacted] explained that techs are not the ones to schedule appointmentsShe would need to speak to Repair to try setup a specific date and timeSome days techs are given tickets as their workloads allow so they then call at that time and let them know they are on their wayIn regards to her computer settings, an outage or rebooting the router will not cause changes to personal computer settings Customer's service is working fine [redacted] re-iterated multiple times until she understood that outage or rebooting or even tech visit to office outside had nothing to do with her computer settingsCustomer was disappointed that we cannot remote access without a fee but understood

A customer service supervisor contacted Ms [redacted] to verify her services were now working To remedy the loss of service, Ms [redacted] was issued two months credit for her HD service, as well as the sports tier for one month at no charge The supervisor also added HBO and Cinemax free for three months, and also noted her account to waive the $move fee for her upcoming move within the building