Consolidated Communications - Roseville, California

Michele Conzatti

Worst internet service Their website says technical support 24/7, but when tried calling it’s say they are experiencing high call volume and it hangs up on me! I’ve been having issues now for about 2 months and can’t get anyone out to look at my connection. Next step is cancellation, I’m done with this company

hxprof

Consolidated used to be great. Now, they've closed "all customer service locations, permanently." You have to call them if you need equipment (as I did--a broken remote) and they'll order it and send it via FedEx in "3 - 5 business days." When I asked for a tracking #, they said they hadn't generated one yet. When I asked them to send an email with the tracking #, they said they didn't do that; I would have to call and give the confirmation #. (I had to ask for the confirmation #--it wasn't offered automatically.) The service reps were very nice, but these are stupid, unfriendly, inconvenient policies.

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.

J David

I’ve had many internet companies over the years, but this one is the absolute WORST. I recently upgraded my service after 4 years to a faster speed, and proceeded with my account on auto-pay. Come to find out that your account comes with a “threshold” setting that limits the amount they can charge you? Never heard of it. They disconnected our service for non-payment, so I had to log on and increase the “threshold” setting which I did. Well apparently increasing it to well over what my monthly charges are, still wasn’t enough with the reconnection charges, and the 2 months that they tried to put through at once. I didn’t find this out until much later. They disconnected us A SECOND TIME, and both times were without notice. We assumed there was an outage because their website said Sac was experiencing one, so waited for 2 weeks before realizing why it was turned off. THEN I found out that they CONTINUE CHARGING YOU WHILE YOU HAVE NO SERVICE. How is that even legal! The first time I called customer service I waited for an hour to get through. The agent continued to tell me like a robot that my service was turned off because I didn’t pay my bill. How can that be, when I am on auto-pay and my account is perfectly good. How is it my fault that there is a “threshold” issue that you have to go digging into their system to find I asked her to credit me for the time I didn’t have service and she said that doesn’t ever happen. After refusing to help me, she hung up on me (no call back). So I decided to contact them via email. No response after a week.
So I reported them to the BBB.
I called again today after I got a text (first one since this happened) and got someone much nicer on the phone, but same response, they don’t credit for time you don’t have service. So I asked to be transferred to someone else, and FINALLY this agent agreed to credit me for 2 of the weeks (I’ll take it) and one reconnection fee (there were 2). They told me they sent out 2 disconnection notices (never got them) and 2 emails which I also never received. If I had received them, why wouldn’t I respond ASAP knowing that our service was turned off and it wasn’t an actual outage This is the craziest company I have ever done business with. They probably realize that a lot of people don’t have other choices, and therefore they can get away with this BS. I am switching the minute something else becomes available in my area. They DO NOT care about you as a customer, and they have ZERO integrity. Now you are warned!!

Stephanie Raymos

I switched from xFinity to consolidated because it was about $10 cheaper per month. I was told my plan (which costed extra) got 250mbps and I’m getting at max 40mbps.

Early this morning I went to login for work and realized the Internet was down. After calling I was informed that water got into the main server that feeds my area and that it would be fixed soon. The lady said they covered it with plastic but the water still got in. The fact that they knew there was a risk of water getting in and they cut corners with plastic is very disappointing.
It’s now been about 17 hours and they said there’s still no estimated time as to when it will be fixed. I had to take the day off work because I work from home and it looks like tomorrow will be the same. Definitely switching back to Comcast XFinity.

The one nice thing I have to say about consolidated is it’s so easy to get them on the phone. Takes like 1 minute or less. With Xfinity it literally takes 15-30 minutes just to get through the automated system.

Julie Cantrell

I had this service for about six years, and about every-other month my rate went up with no explanation. It was extremely random as my son had the exact same service 2 miles away for a completely different rate. I canceled my service after calling them to discuss my rate, being left on hold for an extensive period of time, and receiving a total shrug off when someone did finally answer. Their customer service is severely lacking!

Perry Phillips

CCI cable service has been pretty good. Used them as provider for the past 5 years. However tried to return their equipment (router) to them yesterday (July 21, 2022) but office in Roseville, CA is closed and note on door does not have any information about how to do this. Upon calling the customer service number, just directed through phone tree and then disconnected. No option for how to return equipment either. Frustrating. Would have given more stars, but this kind of thing is beyond annoying. Argh.

J B

In short: bad customer service, bad tech support, and no appreciation for long time customers.
Just like many others in our community, I am working from home and my daughters are attending school online. We have always had poor connectivity and our WiFi is weak. After my daughter spent two days getting dropped from her zoom classes I decided we have had enough. I called the technical support phone number, the tech took my phone number in case we were disconnected which we were right after I explained the issues. He never called back. I called again and spoke with someone else. He said the issue was not on their end and our computer was probably broken (it’s less than a year old and we have trouble on all of our WiFi devices). I’m lucky enough to have a good friend in IT who came over and measured our signal strength in all of our rooms. He got us connected to the right WiFi and even changed the channel we were on as all of my neighbors are using the same one. He suggested I also increase our speed to support some of my daughters games (she complains they lag). We looked up our plan only to find out the plan we pay for doesn’t even exist (we’ve been customers for 10 years). The current plan for what we pay would triple our speed. So great to find out you have been paying more for less. I called to inquire about increasing our speed- by the way you have to sign a one year contract and can not downgrade if you do not notice improved speed! The wait time was over 30 min. I explained all of the above- it was clear I was wasting her time. I asked for any sort of deal for loyal customers or for the fact we have been overpaying. I was told there are no exceptions, the prices online are the prices (actually those prices do not include another $10.00 a month in service fees plus taxes!) I was frustrated with her response so I hung up. I called back today thinking I should talk to a supervisor who might be more willing to keep our business. Another 30+ min wait. I requested to speak to a supervisor and was told they would have to call me back in 24-48 hours! It is clear this company does not care about ensuring the service they provide is working properly. Nor do they care about the loyalty and retention of customers. We will absolutely be changing to another provider.
It’s been several days since CCI reached out below. I provided my contact information to speak to their “escalation team”, no one ever called.