My internet was out for over two hours today. I phoned the CC customer service and the phone tree took my info and said a diagnostic was being run on my internet. After about 4 minutes an new recording come on and said they have high call volume and couldn't help me and then disconnected. I did this 3 times and got the same results. On the fourth time I got into a que that said the rep would use dual authentication when the came on the line. I got that message 5 or 6 times but no rep came on. After being on hold for one hour, my home security system notified me the internet was back up. Never did get to speak to anyone. No option to speak with a person was presented. Tomorrow I will start looking into alternatives to Consolidated Communications. I would not even give my experience one star but zero stars was not an option. read more

The sad demise of a once helpful and responsive company. Hours on the phone with people who do not speak English very well. I would gladly pay more if the customer service would come back to the United States read more

Terrible service and uncooperative in transitioning to a new VOIP system! I would recommend starting very early if you are transitioning away from them. The left hand does not know what the right hand is doing!!!!! read more

Worst customer service ever! Consolidated wanted to charge us to have our internet looked at again for the 2nd time because our internet service keeps dropping. They are not willing to do the hard thing to keep their customers happy. I would never recommend them as a provider. It's a fight with them every time you call them. If I could not select any stars at all I would! read more

I've had Consolidated for about six months and relatively speaking, I'm happy with their service especially relative to the competition in the area. They offer unlimited data high speed internet service for $25/month and will give you up to $100 for recommending to a friend who converts. The alternatives for unlimited data cost a lot more. Armstrong offers faster data download speeds but their unlimited plan is twice as much as their comparably priced packages have limited data use. Customer service has been very helpful almost every time I've called. Relative to the monopoly like marketplaces for ISP in Pittsburgh, It's an excellent choice. I'm giving them four stars for that reason. 3 to 3.5 elsewhere but relative to the competition, 4 stars. read more

Don't be fooled when you renegotiate a price. Time and time again - after I negotiate a price - this company implements a new price increase. Due to my renegotiating a new price with them - I am locked in until 12/23/2020. Kudos to their pricing analysts to be doing their job so well. Shame on them and management. In my opinion, management takes advantage of a current bad situation. They could have pulled back on this price increase until after millions of persons are called back to work. In my opinion, this company is not to be trusted in times of market prosperity nor in times of trouble. Please stay away from this company. read more

Update: 12/2020 They did correct the previous issue and therefore I gave them another chance and stuck with them. My mistake. ......So much for being a loyal customer.... Here we are 3 months later and another avoidable screw up occurs. Had to do some work from home temporarily and needed to increase my bandwidth. The only option they have is to opt into a new 1 or 2 year plan or go on a more expensive month to month agreement. Since it was cheaper in the long run to go monthly and can cancel after my need date I did so. However in order to do so they need to physically come to the house. Had an absolutely terrible experience a couple months ago when they finally did come out to correct the last problem(wasted an entire day). So....scheduled an appointment and took the day off work to take care of it this time. And once again, a problem occurs. Receive a call from them a cpl days ago and they canceled the date because they stated a number was entered wrong on the order and the appointment was canceled. They could only reschedule no sooner than 5 days out so no way to keep the same day?????? Appt canceled and reschedule for a later date. I could no longer take an additional day off (considering the last experience) and had to set it for their latest evening time (4-6) on a later date. I absolutely need the service increased and have no confidence that the service will be done when needed. And not enough time to set up with the only other provider authorized to service our area. What is the issue with this company that so many facets fail (actual product performance, tech, customer service, )???????????? read more

We began receiving service thru Surewest (great service) and remained with the company as it was acquired by CCI. We have been a steady customer for over eight years now. While we have no meaningful negative feelings regarding either the internet, phone, or tv service, we are nonplussed at the shrinkage of customer service offices in our region. Is the company preparing to go out of business? We live in Sacramento, the capital city of one of the most populous states in the Union, and yet there is not one customer service office here. They closed the office near us on Marconi Ave. and also closed the office at McClellan Park. Now, we must drive 15 miles to Roseville, Ca for simple support services like equipment exchanges...terrible. Oh, the office in Roseville has just ONE 12 minute parking spot in front of their office, all the other spaces for blocks are flooded with people who park and walk to nearby work...Awful office placement...must have gotten in very cheap. The "customer service" rep was rather glib about the parking issue and lack of customer service offices by saying "yeah, we get a lot of complaints about that"...and also added, "we prefer you to park in front of our office"...Of course, that did not go over well with my wife who once again reminded him that there WAS NO PARKING available in front of his office, indeed...there was no parking for several surrounding blocks... As an aside, one would think they might make some effort to retain current long-term customers by offering occasional price breaks as they do to entice new customers, but they don't appear interested in doing that either...we are seriously considering other options...their corporate indifference to the customer is becoming apparent...I wonder if anyone is really happy with their service provider? Ah well, given the perspective provided by Mother Nature of late, this whining about ineffective customer service is inconsequential, but remains a simple annoyance nonetheless... read more

Consolidated Communications customer relations/tech support/internet service is awful. We have had them for years and years. Our internet drops intermittently for no apparent reason. Today down for 90 minutes!!! I have now called THREE times ( and gone through all their checks ~modem etc.) with NO call back. I don't know how to get them to come check it....Ridiculous to pay for fastest internet with this service. I will be switching to Google Fiber Asap and wish I'd done it a long time ago. read more

Surewest is the worst! It all started with the pre-installation of the fiber cables. I specifically asked that they come after our closing date--they didn't. They started digging up the yard BEFORE we had closed on the home. After that, we found a leak in our basement where they had installed the cables. The rain water was coming in and dripping down over our fuse box!! I called three times--and had to hang up every time due to 1.5 hours or more of waiting. I also e-mailed and never heard anything. DO NOT USE THIS COMPANY! They do not properly install, listen or respond!! read more

Worst experience I have ever had with a cable company, and that says a lot because all cable companies are terrible. The cable guys were great and efficient. HOWEVER, the person I completed my order with completely messed up my order, and now I am sitting on hold for almost an hour now at this point. I was turned down when I asked to speak to a supervisor and transferred back to the customer service que. I will never recommend them to anyone, and I am disappointed this was the only option our apt complex gave us as a choice in cable. Terrible! read more

July 2018, my husband and I like total idiots decided to change from our previous cable provider to Consolidated. My head must have been up my butt when making this decision. After losing cable many times, having pixel-ing issues, and computer and phone outages; I quickly regretted my decision and the hounding of my husband to go with Consolidated. The issues previously mentioned were nothing compared to the idiotic response I was given after 66 hours without electricity due to extreme heavy winds and snow storms. Calling to request an adjustment on our bill I was advised by Devin that this wasn't possible. Her explanation was that I should call the electric company and/or should have called them before or after the incident....what???? Call the electric company and tell them to reimburse me for lack of cable; the most jack-ass thing I have ever heard. Next was I should have predicted a major wind/snow storm and called them to advise I that would probably lose power and would need credit. Staring dumbfounded at my phone, I asked Devin to speak with her supervisor; which I was connected to. Christie the team leader and advised me of the same memorized answer. Again I questioned why the electric company should make an adjustment to our bill when they don't deal with cable....silence. 'Well Christie, this leaves us in a uncomfortable situation, what are YOU going to do to rectify this?'.....'Nothing'. That's the way to help a customer. I have since filed a Attorney General's complaint. Good grief - all I wanted was a damn adjustment on my bill for 66 freakin' hours. Anyone reading this; please consider another cable provider, going without cable, or going over to your neighbors house and letting them deal with these unreliable 'Customer Care' morons. read more

Their equipment is crap, and their customer service is nonexistent. That said, they are the only game in town so I had to give them 1 star. I would rather have given them -5 stars. Only use if there is no other choice. And expect nothing. That's what you will get. read more

This is the third year in row that consolidated communication, is raising my rate from $34, to $49, to $99, they claim that the promotional rate is over, but without advance notice they raise the rate to $99. Then they act as if they are doing you a favor by giving you a really nice promotional rate of $53. If you do not agree they say they will charge you the entire amount. I wonder how many people they intimidate like this, and get them to agree to a service that offers only 18 Mbps, compared to 25 Mpbs. or higher offered by other providers at $29.00 per month with no games, gimmicks or collection bulling. read more

I have been trying for 3 months to get a toll free number ported over and I can't get anyone to give me a straight answer! I have left messages, emailed customer service and a supposed account manager and gotten nowhere!!! This is REALLY poor customer service!!! read more

Update 1/10/2013....Well what I suspected might happen has happened. I had asked if I would be informed when my complimentary 30down 5up connection would end with a response in the affirmative (well, I did get notified by a hefty bill). This on top of the fact that the connection was not always 30 down. It has been 20 down most of the time.....and periodically dropped between 5 to 7Mbps. I called Surewest this morning. I was transferred three times with a wait of 30 mins each time. I gave up while waiting for the retention department and called Time Warner. Back to one star. Update 10/19/2012......I am upgrading SureWest's rating between three and four stars. Why? Because my connectivity issue has finally now been fixed (after eight months since it was first reported). Four stars is a bit of a stretch and five stars is out of the question due to the length of time for remediation. But, Their customer relations dept., the director of customer service, and the general manager, all returned my calls (eventually) and showed an appropriate amount of concern until the problem was fixed. Ultimately, some switching equipment was replaced along the trunk that was either old or malfunctioning. It was affecting service to 200-300 people. Advice based on my experience is this: If you have problems....be persistent. Don't waste your time in a phone queue getting angry. Escalate as appropriate. And, remember to be nice/polite while staying firm....because no one cares about your problem more than you do.... My original review: The only two positive reviews of Surewest were from a James D. and Kim N. Looking at Kim "Sugar is my fuel" N.'s Profile....she has written over 378 "glowing," reviews.....doesn't that strike anyone as being strange? And, James D. They use Cisco Model: DPQ3212..."Cable- Modem." .... I suspect James is slightly "challenged," since he is incapable of gathering any facts before blurting out an unsubstantiated opinion. I have been a platform engineer, Unix and Windows administrator, and now deploy applications through Websphere and JBOSS. I rely heavily on this connection to do my work. I am frustrated Surewest's lack of response in repairing problems with their service. When I signed up for service (phone + internet) they told me I would be getting a POTS line phone service. But, after the installation I noticed they re-routed my phone lines into the above mentioned modem (VOIP). So, despite best laid plans, I now have a single point of failure for voice and Internet. I didn't complain at the time. I expected that the service would be reliable. THEN, the chronic connectivity issues described by the other reviewers started happening. The first time was less than a month after I started service. After numerous phone calls over several weeks, and no action; I finally got in my car and drove to the Lenexa offices. The problem was gone for about a week and returned again (not as bad as before; So, I waited for their "normal," tech support to troubleshoot the problem for a couple of months. I gave up checking on the progress....because there was no progress. Last week I had no internet and no phone. I started calling at 9 am (on my wifes cell phone). It took 45 minutes for customer service to handle the reported 16 calls before mine...and when I finally got a hold of them...the two minutes of talk time they gave me resulted in their saying they had a truck scheduled for Monday. Estimating the number of help desk technicians answering the phones then doing the math told me that this couldn't be solved at this level. I drove to the Lenexa Office and talked to the director of customer service. He did show sincere concern and did expedite a technician to correct the problem. He also set me up with three months of the 30MB down and 5MB up (not to fix the problem; but to see if it would be helpful for my work.) He was polite (as was I). And, I felt that the problem would finally be over. Although, I don't think that it should have come to my driving in person to their offices to speak with the director of customer service (John Walburn). Waiting to see if the problem gets fixed..... Update....Fixed intermittently for a short time (three days with periodic issue's)....then, same problems again. Been here before. Phone works about 60% of the time for part of a call; then stops working. Internet connection still intermittently disconnects. Drove back to Lenexa to make a final plea to the GM (Matt Zuschlag). He was "unavailable." I'm not surprised as escalation has gone past what anyone would consider reasonable and I know that I'm "just another customer," to him. My one year "service," contract is up this month and I must establish a dependable carrier. So, I am calling AT&T to get phone service; And, I'm calling Time Warner for internet (AT&T can only provide 3MB down in my area). Brad W read more

Worst repair and customer service I ever ran into to. First I have had 12 repair tickets in for phone service and they told me only one for internet(I know it was more than one). I remember the repair man being here at least 3 times for the internet. The internet is working know, but the phone is not working and that will be 13. I called customer service to find out how to get out of this service and got David, he told me I could get out of my phone service, but it would cost me $ 137.00 to get out of my internet service. What RIPOFF!!!. I've only had the service 4 months..Service Stinks and will never give them a good word. My next review will be to the BBB. read more

When it works, my service is good. But when it goes down, they have 4-5 day wait times to get a technician to your house. This is horrible!!! Spend some money, and hire some technicians, Consolidated! read more

acutally not all of their network is fiber optic. i have a modem. and their service is horrible. constantly drops service, customer service is incredibly overwhelmed with 30+ min wait times, they will not respond to customer service emails, and if you have a problem it could be days before they will send a tech out. if they do, they will not call ahead for appointments, but they will still show up late. i'll be returning to time warner cable. read more