Consolidated Communications

Initial Business Response /* (1000, 5, 2015/11/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@consolidated.com

Initial Business Response /* (1000, 7, 2016/02/26) */
This customer was established as of 12/22/There are no customer service notes showing that he called in and was transferred to tech support at any pointThere are notes from 1/showing that he called in to confirm the highest upload speed
available for himAfter reviewing the trouble tickets on the account, the customer only has twoHis original ticket was from 2/26, a solid two months after he was installedThe customer complained about having a weak wifi signal, we tried to schedule an appointment to come outThe customer eventually needed to call back to reschedule, failed to do so, so that ticket was closedHis only other ticket was from March 25thThe customer stated that his television and data service go out when it rainsWe did some troubleshooting in house and then scheduled an appointmentAfter arriving at the customer's home the field tech confirmed that the pixelation experienced was a broadcast issue that happens on all tvs across all networks and not specific to our service, and that the customer's internet issue was due to his particular set up in his home, not our wiring or serviceThe tech tried to review this with the customer and the customer became irate with him, so the technician leftThe customer was not charged any equipment fees and we waived his early termination fee when he cancelledThe balance that remains covers his service charges onlyThe customer never made a single payment during his time with usThe customer also had a PPV movie on his March statement, so clearly the service worked for him at some point

*** ***, Res Customer Care Lead, contacted Mr*** on 9/16/because the address he provided was not locating any accounts in our systemMr*** also noticed his address is not in our service area, but he stated that the address he provided is where he had servicesThe CSR tried to get more
information from the customer, like the account number, which he gave him, ***, but that does not match our account number formatThe CSR asked him if he could send a copy of the bill to us or go into the service center but he refusedNo other action taken at this time because he was not willing to try and send more information. The CSR tried to help this customer but he refused to provide any further information or go into a local service centerAt this point, there is nothing further we can doWe feel this may not be a Consolidated Communications customer. Thank you,*** ***

4/26/16: *** ** ***, CS Team Lead, called the customers home phone number and left a message to call him back and also emailed the customer to the email address she provided.4/30/16: *** ** *** was able to reach the customer *** via email. She was mainly upset with the slow
Internet Speed and monthly recurring chargesHe was able to increase the customer’s internet speed from 18mbps to 100mbps and lower her rate from $to $74.00. She is satisfied with these changes and she now has his direct email to contact for any further inquiries.Customer is satisfied and CCI feels the issue has been resolved to the customer's satisfaction

Upon receipt of this complaint, a customer service supervisor reached out to Mr*** regarding his issuesAt that time she advised Mr*** she could not offer credit to his account or waive the Early Termination Fee because no trouble has been reported for this service since the account was
established in

Initial Business Response /* (1000, 7, 2015/08/05) */
Customer Care Team Leader, *** *** reviewed the customer accountCustomer made changes at the end of the bill cycleThe prorated credits would appear on next bill 7/11/There was a prorated credit $for services removed as of
7/1-10/She paid her bill short $We applied $credit for late fee and additional $to complete the credit for $CS called customer on 7/23/and left a message informing of the prorated credits on the bill and the additional manual credits to cover the remainder of $

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@consolidated.com
We responded to his original complaint on 9/9/in ID#XXXXXXXXHe sent in a rebuttal rejecting our offer
*** ***
Contact Center Supervisor, originally spoke with *** *** on 8/25/She told him would check into the history with technical support and get back in touch with him
She received some info from the Tech Supv*** *** on 8/27/with some of his trouble ticket history
She spoke with his wife, *** on 9/8/Gave her some info on the trouble ticket history and offered a month credit at the timeOffered to have tech assist further, or if they want to cancel we'd waive the ETF based on their length of service
We received a complaint again, stating that the customer was unhappy with the month adjustment, and that he wanted to have me speak with him, not his wifeThis was on 9/25/Ms*** contacted him that day, and he was insistent that we provide him with months of service credits and we come pick up his equipmentShe advised him that she would do a bit more research and contact him back
Ms*** reached out to *** *** in Tech support and he gave the history of trouble tickets as far back as they go
Based upon the ticket history, which most seemed to be closed same day, or resolved, we don't think it warranted a month adjustmentWhile we have been out a few times, and replaced equipment on a few occasions, months of credit seems excessive
Ms*** contacted him back on 9/28/and explained that she'd be willing to give him months credit and have his equipment picked upHe seemed pleased with this offer, but asked for a little more time to think about it
He called and left her a message 9/30/15, stating that he doesn't like our offer, and wants months of creditShe advised that she would not approve that and stands by her offer of months creditHe felt that we haven't resolved anything, and didn't want his equipment picked up until we can come to an agreementThis is where our conversation ended

Initial Business Response /* (1000, 25, 2015/10/30) */
Ticket XXXXXXX reported 9/4/was resolved on 9/10/tech had to replace DVR and settop box and changed connections and services had come back upThey did call again on 9/26/with a settop box pixelation which was resolved same day
However still continues to have issues10/2/15:Mrs *** stated that they continue to have the Pixelation / Tiling / Freezing issue and issue with DVR since it was changed out she has had issues with whole home DVRShe is upset that she cannot go with another provider and would like for us to come out and get the issue resolved10/14/15: *** ***, Area Ops Mgr talked to her yesterday and she is still having issues but she will not be home until Saturday at 2pmWe have a field tech set up for a hour visit/new install to resolve her issues10/17/15: This issue is resolveIt was all due to a bad DVR and a poor wifi signal with our vapsThe customer should be good to go now

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,
*** *** ***

Initial Business Response /* (1000, 7, 2015/11/23) */
This customer has been contacted and taken care of by ** *** CSRMs*** originally reached out to Mr*** on 11/4/in regards to his complaintThere was no answer so she left a message with a contact number for him to follow up
with herMr*** called back in on 11/and left a message for her to call him back as she was unavailable to take his callShe called Mr*** back that same day to discuss his complaint and technical issuesMr*** advised that he was open to trying to resolve his issueShe offered to cancel the account without any termination fee if he was not, but he preferred to try to resolve the issue if possible, with some stipulationsWe came to the agreement that we would extend his trial period another days to allow plenty of time for us to resolve the issueIf Mr*** cancels within this time period due to his technical issues, he will not be charged any sort of cancellation feeMr*** requested that we also send an experienced field technician out for the repair visit we were going to scheduleWe confirmed that this was an option with our second level technical department, and they agreed to send an experienced technician to the appointment, along with a device that would enable the technician to test the customer's speed hardwired, as well as wirelessAt the time she advised the customer that she'd reach back out to him once she was able to confirm the exact date and time a technician would be thereMr*** was fine with thisShe called him back later that day after confirming our schedule and got Mr*** booked for his repair appointment for 11/9/from 8-She also sent Mr*** an e-mail correspondence confirming our agreementMr*** agreed to his appointment date and timeOn 11/she called Mr*** back to confirm if his technical issues had been resolvedThere was no answer, left a messageShe also checked with our level two technical department to have them update me on the result of the visitOur technicians confirmed for the customer's speeds were working fine by the time the technician made it to the appointment, both hardwired and wirelessMs*** called Mr*** back again 11/to try to confirm that he was satisfiedMr*** answered, confirmed that his speeds were actually working before the tech got there but that he was currently satisfied with his serviceHis day trial still applies, and advised Mr*** to reach out to us should he have additional technical issues in the futureHe agreedHere is a summary of his trouble ticket history:
The first ticket we have shows that Mr*** called on 10/in regards to his wireless connectivity speedWe sent out a technician on 11/That tech changed what port the router was connected to, rebooted everything, the customer was then receiving mbps with his wireless connectionThe customer was satisfied
Mr*** called back at 11:pm on 10/and reached tech support and discussed trying to make a paymentLevel one tech support advised him that they were not able to take payments, that customer service was closed, and to call back when they were open
Mr*** called again on 10/to report slow wireless speedsHe was unwilling to troubleshoot with our level one technical department, and they advised him that we would need to attempt to troubleshoot his connectionHe advised them that he wanted to cancel his service; they advised him that that transaction would have to be completed with customer serviceHe complained of the hold times to reach us, they apologized but confirmed that they could not cancel his account
Mr***'s next call occurred on 10/29; he reported slow wireless speeds againThis time he was transferred to our level two technical department, this is the exchange where they scheduled the technician appointment for 11/
On 11/Mr*** called in again stating that his speed was okay while the technician was there but that it slowed down again shortly after he leftMr*** wanted to cancelHe requested to speak to the highest person available at the time and was transferred to technical support supervisorThe supervisor notated that they discussed Mr***'s ongoing speed issues, that the customer was refusing any more calls from us, and was threatening to sue us if we attempted to reach him againMr*** had an open ticket at the time, but after that exchange the supervisor closed the ticketSince Mr***'s Revdex.com complaint was created after this time and indicated that he was okay with us reaching out to him again, I proceeded with contacting him
Our last contact with Mr*** was on 11/3, where he called in to technical support to get his account number with us

Initial Business Response /* (1000, 5, 2015/11/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@consolidated.com
11/11/15, *** *** *** Customer Service Team Lead, contacted the customer and he is able to access his email serviceShe
informed him that we have applied a courtesy credit $due to the outageHis service is working properly and he was satisfied with the credit

Please be advised that the attached complaint has been resolved and are no longer pursuing this matterAs a point of reference, we had been working with *** *** *** *** *** Respectfully, ***

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,
*** ***

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***[email protected]
Customer Contact
2/17/Customer called in to discuss putting the account on hold due to a house fireNotes on account state the customer was advised this wasn't an option and he would need to disconnect the accountCustomer did not disconnect
3/31/Customer called in again on to discuss replacing his router, and if they had the option to use his own routerCustomer was advised that he could use his own router or purchase another from us
8/15/Customer called in regarding moving the service to a new addressThe customer was advised the address didn't appear serviceable but the rep was going to reach out to another department to confirm and follow up with the customer
8/17/Customer Service Rep noted the account that the address was NOT serviceableThe customer stated he was only trying to move in to that new location temporarily while they remodeled their homeCustomer was again advised they might need to disconnect the account instead since the new address wasn't serviceable
8/18/Customer called back in finally looking to disconnectCustomer was advised he would need to return the equipment to the local center so there would not be a termination fee
In error on part, the customer was charged $for a termination fee after being advised he would not
10/7/Customer called in inquiring why he was still being billedCustomer claims they cancelled in February and said he was *** customer and not a CCI customer and claimed he was never advised to return the equipment
10/7/Customer called back in that afternoon and was again advised he could see about providing some sort of documentation regarding the house fire to see about getting some of the balance adjusted, but the equipment charges were valid and that the box still needed to be returnedCustomer was provided address to return equipment (dvr)
10/30/Customer called in to speak with Collections stating that he was never advised he was leasing the equipmentHe thought it was theirs evidently and didn't need to be returned and he wasn't returning it or making a paymentHe would take us to court
11/25/After discovering the charge error for termination fee, credited account $
12/4/Upon receipt of the complaint, ** ***, Customer Service Rep, called the customer at 1:50pm and left a message with her number to call us back to discussWe still have not heard back from the customer
Summary of Company Position
Customer never returned the equipmentPart of the current balance includes a $charge, plus tax, for the DVRIn regards to having no usage on his account since February, customer called in on 3/31/to discuss changing out his routerIf he wasn't using his services, he wouldn't be calling in about changing out his routerAfter the customer called in on 10/7/15, the service rep that spoke with the customer checked with her team lead for suggestionsTeam leader reviewed the notes on the account and advised with all of the notations on the account, the charges were validShe did suggest the customer submit documentation to confirm the house fire but even then, the equipment charge would still be valid because their insurance would cover the cost of the equipmentThe customer's original confirmation letter is on file with his account and we have attached itThe bottom of the confirmation letter includes two links the customer could utilize to review the full terms and conditions, which do discuss returning the equipment upon disconnectingWe have reached out to the customer but have not heard back from him
Conclusion
We make every effort to provide quality customer service to our customers, and it is Consolidated's conclusion that based on the discussions had with the customer and the fact the contract the customer signed includes two links the customer could utilize to review the full terms and conditions, which do discuss returning the equipment upon disconnecting, the charges are validWe did credit the customer $for the termination fee he was erroneously charged

Initial Business Response /* (1000, 10, 2015/07/20) */
Contact Name and Title: *** ***,RegAnalyst
Contact Phone: ***
Contact Email: ***@consolidated.com
Mr***'s yard was disturbed due to construction we were doing on a work order*** *** OSP Engineer,
contacted him on 7/16/to let him know that our contractors will be back in the area in the next week or so to seed and straw all necessary areasMr*** apologized for any inconvenience and the customer seemed ok with this

A representative has been in contact with the customer to review her concernsThough the technician did not report finding any trouble on the last visit, we have issued a courtesy credit in the amount of $*** for the time the customer indicated she was out of serviceThe representative will
continue to work with the customer to ensure any outstanding issues are resolved

Revdex.com:
I was told by the supervisor that the install was temporary and the wires were of poor quality because it was temporary installation I was also told that even though the wires were poor quality the customers using the wires were being charged full price for their serviceAlso I told him that the technician who installed the cable had attached consolidated cable to ***s equipment/dish and ***'s cableThe service tech that came out to correct it said he connects it to ***'s equipment all the timeIt probably explains our problem with our *** service! The supervisor originally did not have a problem with the wires being the way they were because in his words it was temporary! This has been an ongoing issue for nine weeks and the supervisor said burying the new cable would not happen for several more weeks - in my view that is not temporary He also made three trips out here before he would finally send a technician to fix the issue The supervisor had no intentions in changing things until after I sent the complaint I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2016/02/25) */
2-3-16, *** *** Customer Care Rep, pulled up this customer's complaint and reviewed his accountHe filed this complaint on 01/26/and then contacted customer care on 01/28/and agreed to new discounts for his Data serviceAdded
Promotion to Data -year agrement Mrc $Before Taxes
This month discount puts customer in alignment with his Video discount as wellSo now both discounts will expire in January

Complaint: [redacted]
I am rejecting this response because: our issue remains multiple problems:1) The issue of the ports needs to be corrected. CBP needs to have their numbers ported off of our line.2) We have been overbilled for months, paying for CBP's portion of the invoice and the long distance issue needs resolution3) We need all future invoices to be corrected (PRI, DIDs and Long Distance) and to accurately reflect only HSI's charges and requests for long distance changes. We have not received a corrected and accurate invoice to date.Only one problem has been resolved to date and that was the problem of having Consolidated Communication communicate with us regarding our needs.  So far we have had one professional and productive phone call.  However communication is only one problem and three other issues remain outstanding.  Until we see results on all fronts we would like to proceed with our complaint.
Sincerely,
[redacted]

9/6/16: [redacted], Customer Service Lead, called to speak to the customer but no answer. He left a message on her voicemail advising her of the corrected billing. Customer was missing discounts equaling $74.25 for the first 2 months of service. Mr. [redacted] applied a credit of $148.50 for...

the 2 months plus gave a $15 tax credit for a total of $163.50 to correct her billing for the first 2 months. The first two months she is just billed service fees of 4.90 for EQMD and 3.79 for the cable franchise fee, plus 5.99 for an additional stb and $1 for paper bills. The second month she is billed the above charges plus 8.50 for HBO and 7.50 for Cinemax.  We apologize for the inconvenience and frustration to the customer.  This was a billing error on our part and we have corrected her account and applied a $163.50 credit.  Thank you for providing us the opportunity to address this complaint.~[redacted]