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January 2024 by Maureen S.
Consolidated says they are the best internet service and that they offer 24/7 tech support. I have been without service 16 hours and they are saying they may not get to me for another 2-3 days. Four hours ago they said they would send me an email about whether they could get to me faster, but no email so far. This is a nice sunny day, no general outages, but they can't get to the one customer who is down. If they are this understaffed or this complacent, do you want service from them????
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January 2024 by Roxanne B.
I've been a customer of Consolidated/surewest for 20 years. They seem to be doing everything possible to get me to cancel, I assume because I am a cable customer. I will not consider them as I look for a new provider. Communication from the various departments is not consistent, billing problems, long wait times for answers, no follow through. I've been waiting for a month to return a Consolidated owned router, continue to be billed for it and can't get a return label. I wanted my own router for better performance, and because when their's goes down, you have to wait for a by mail replacement, so that means being down for days. They also didn't tell me by using my own router, I will not be eligible for channel promotion pricing, which is $50/month, far and above the $10/month I get for returning the router. I was repeatedly told that using my own router, the only impact was the $10/fee would go away, and that I'd be responsible for any call that was router related. Even at my first attempt to return the router, they did not tell me about the $50 charge. Only when I had to escalate was I informed, after I already purchased and installed a new router. I'm spending over $300/month with Consolidated, and while I recognize they are moving away from cable, they seem to not want these customers for phone or fiber service either based on their customer service. Being a long-term customer means nothing to Consolidated. Time to change.
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January 2024 by Jose E.
I had Fidium Fiber / Consolidate Communication ( Fidium is a brand from Consolidated Communications Holdings, Inc. (NASDAQ: CNSL) installed at my place on 1/21/23 in Carmichael but the service has never worked. To this day and 3 calls later, I haven't received one call back since then. Today is 1/8/24 and I order a disconnection and de-installation and they asked me to mail back their equipment which I will not email back. Want them to come by, disconnect, remove cabling and they can pick up the equipment and return it via fedex. Worst ISP install and follow up ever! Luckily I didn't disconnect my Comcast as that is still working flawlessly. Also, first time I post a negative Yelp comment.
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December 2023 by Jay
Trying to watch the 49ers game and it's glitching the Whole Time!!! My son tries to play his video game and he can't due to terrible service and glitching. Zero Stars, Switching to a better provider after over 20 years. Smh
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November 2023 by John D.
I am adjusting my review upward because of real good customer service I received today, not sure if the issues on phone are resolved, will find out next time it rains, but the tech went through a lot, replaced some suspect wiring so I hope for the best, internet is still slow though. original review: "Every time it rains I have buzzing on my phone land line. I plug an extra phone into the outside line on the outside of my house and get the same buzzing noise when it rains. This is the tell that the issue is not in my house wiring, but outside on the line somewhere. Consolidated has had techs come out over and over but the problem persists. I will cut back to only the most basic service if no resolution to the issue soon. My line was not prone to this issue years past. I also have internet from Consolidated and 2 MPBS! is average on speed check, buffers 'a lot.' I am trying to find a new internet provider but having trouble finding one, my name is in with T Mobile, but they have no more room on their line. I will find a new provider eventually. Some of the people who work at Consolidated are real fine people, especially techs, but their product needs to be modernized.
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October 2023 by Cathy H.
I called to have the telephone service changed to a new address a half block away from the past address for my mother. The scheduler told me it would take 8 days for the phone service to be reinstated as they needed to come to the new residence to see if the outlets were working. I said it was for a 99 year old woman and 8 days was ridiculous. The scheduler said that was the best they could do. So on day 8 the phone at the new residence rang, and it was the consolidated service rep calling to see if the phone was good. No need to come to the residence to check anything. The 8 day wait was a waste of time and a cruel way to treat a longtime elderly customer. Shame on Consolidated for such heartless service.
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October 2023 by Alicia B.
If I could give less than 1 star I would! They've completely monopolized our state (Maine) They're customer service sucks, doesn't matter how many tickets are put in, even if they show up the problem is never resolved. They over charge and underserve! If you can't service this number of folks it's time to consider subcontracting out.
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October 2023 by Gale C.
I cancelled my phone line and kept internet service. Paid monthly balance plus partial for internet service. Received a disconnect notice in mail. Called customer service and was told needed to talk to collections . After 45 minutes wit both calls have not talked to anyone from collections. I was told my account does not show that payment . I am going to get this resolved and then get new internet service from someone else. Customer service is no existing with this company. G.Cox 0 stars
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September 2023 by K S.
The worst customer service ... repeated calls.. repeatedly told someone will come out, but no one does. You'll sit on hold waiting for someone to pick up for close to an hour... and they will still get your account wrong. It's really hard to understand how this company is so poorly run.
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September 2023 by Berry K.
This place service has gotten worst and worst they charge you $4 for paper bills a month !!!! They increases there prices by $10 in the middle of summer for no reason ! Even if you pay more go with a more ethical company ! There phone service used to be decent now it's a joke !
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August 2023 by Robert J.
There is nothing positive to say about this terrible company. No shows from technicians to fix phone or internet. A slight breeze and everything goes out. Rain or wind - no internet. Been told it is due to water collecting in their hubs. What??? They purport to have processes that customers must follow; however, CC does not even follow their own process. Consider 5G home internet or Starlink if 5G is not available in your area. I've been battling with this terrible company for too many years. Finally fired them this summer. Life is too short to put up with their nonsense and extremely poor service. Now they owe me money and I have to battle for a lousy $44 dollar charge for services not rendered. This was for service in rural Vermont. "Your call is important and being recorded for quality and training." "All of our agents are busy at this time. Your call is important to us." Both canned statements (paraphrased) are not true. Customers and our calls are NOT important to this horrible company!
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June 2023 by Ali J
The WORST experience I’ve ever had. Haven’t had internet at the house for over two months, and have spent HOURS upon hours trying to get this fixed. I’ve taken time off work and have had to arrange for people to be there only to have nothing done. I’m so exhausted and just want to cry. Then I finally get Mark, the area service manager on the phone, and all he wants to do is shift the blame and not take responsibility for the complete lack of communication and follow through. I cannot believe this is actually happening with this kind of company. To say I’m appalled is an understatement! Disgusting excuse for a communication company, complete lack of any human decency or integrity. CC you are abhorrent.
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June 2023 by Ali J.
The WORST experience I've ever had. Haven't had internet at the house for over two months, and have spent HOURS upon hours trying to get this fixed. I've taken time off work and have had to arrange for people to be there only to have nothing done. I'm so exhausted and just want to cry. Then I finally get Mark, the area service manager on the phone, and all he wants to do is shift the blame and not take responsibility for the complete lack of communication and follow through. I cannot believe this is actually happening with this kind of company. To say I'm appalled is an understatement! Disgusting excuse for a communication company, complete lack of any human decency or integrity. CC you are abhorrent.
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June 2023 by Dean J.
This company is a group of thieves. I had purchased a package which offered local VIP access to the Sacramento Republic Brewfest, at a considerable price. Two days before the event they cancel my tickets and no associate would explain or assist me as to why. Took my money and ran. I'll be following up with the BBB. Don't trust this company and their subsidiary Fidium. They are the absolute worst.
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June 2023 by Karen G.
DO NOT USE, FIND ANOTHER PROVIDER. The horse and pony show continues. I cancelled 5/31/2023, they told me I had an early termination fee, yet I was not in a contract and DID NOT agree to any contract. After rounds with a "supervisor" they removed it. Then was told I have to ship the equipment back, , they would "mail" me a label and I had to call with the tracking # or I would be charged a $100 equipment fee. After a week nothing, called back 6/1 and was told "you don't have to return the equipment". Two days later I get the label, ship it back and call today to give the tracking and they said "you don't have to ship it back". I spoke to a "lead" who did the song and dance of "i apologize...this isn't the experience we want our customers to have blah blah blah..." As with others, I was told fiber would be in my area, its been over 2.5 years. Needless to say, so happy I'm DONE and as others have experienced, they have empty promises, keep raising your rate, and just want your money. Buyer beware!
