CONSOLIDATED COMMUNICATIONS

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Quick- called and arranged pick up of new router within 15-20 minutes

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Received a mailer for $20 for 20 Mbps (of course + taxes, fees and surcharges). When I called on the morning of 11/8/2014, the rep confirmed that it was $20 + taxes. I said that I would call back because I just wanted to research and ensure that the service was good. When I called back on 11/8/2014 afternoon, the rep quoted me $28.75. Knowing that I was dealing with a jerk, I hung up. But unfortunately, he took my name and address. I called back on Monday morning 11/10/2014. The rep took my name and address and told me that it was the correct price ($20 + $1 for paper invoice + 2.75 for the equipment + 5 as I was not taking their phone service). I again researched on the internet and found a customer saying that he had the 20 Mbps service for $20. Called back on Monday evening 8.30 on 11/10/2014. This time, I did not give the name and address. Straight off started saying that I received a mailer. Rep told me that it was $20 + $4.75. I asked what the $4.75 was for. He said that it was the service fee that was unavoidable. I, again asked him - so it is $24.75 + taxes, right? Correct he confirmed. I said ok. Then gave him my name and address. He looked up his notations. Said that he was wrong. The service charges were $28.75. THESE GUYS ARE CHEATS.

Initial set up was fast and easy, they had me up and running with DSL service in less than a week. However, we have never reached the purchased 6 MBPS download speed, and during peak times (lunch, evenings) service is much, much slower than that (sometimes less than 1 MBPS). This is with one laptop in our home connected directly to the modem. I have called Consolidated repeatedly complaining of speed issues and each time they just have me reset the modem (which is never a fix). They came out once to check the line but found nothing wrong. I have taken the modem in to switch out with a new one and this did not help either. The phone tech said that as long as you get an average of 70% of agreed to speed, they are still providing the service we signed up for. I don't know how you would ever get an 'average' of a 24 hour day, which is not really fair considering that more often than not, for me, it is slow or does not work during the times when I actually need to use it.

My experience has always been positive with them.