Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past six months, I’ve experienced a loss of service excessively. Multiple calls have been made to the provider, ******* Communications to resolve the issue. Due to the failure of service I ceased paying for a service I was not receiving. The company now is requesting payment for the services I did not receive. And his terminated services.

  

  Business Response

  Date: 12/23/2023

  Customer’s residential internet services were suspended for non-payment
  on 12/12/2023 due to account being over 60 days past due at that time.

  After BBB complaint was file on 12/13/2023, ******* Communications
  (**** **********) was able to connected with customer on 12/15/2023 and discuss
  symptoms customer was experiencing with their internet service.  It was recommended that ******* re-activate customer’s
  internet services and replace customer owned router equipment with a *******
  leased router.  This was completed on 12/18/2023.  During 12/18/2023 service call, *******
  technician installed a ******* leased router to replace customer’s previous router
  premise equipment.  In addition, *******
  technical staff confirmed all plant connections were in working order and
  confirmed all network testing was within standard network performance levels.  Residential Internet service was preforming as
  expected when technician left residence.  ******* continued to monitor circuit performance and traffic usage
  patterns throughout the week.  Traffic
  patterns appeared normal. 
  

  **** ********** left voicemail for ******** ****** on
  12/21/2023 to confirm he was not experiencing any issues.  As of 12/23/2023, Mr. ****** had not
  responded to voicemail.

  In addition, ******* Communications has extensive network
  monitoring software and processes that indicate network performance issues
  prior to a customer experiencing a network degradation and/or outage.  Researching the dates of Mr. ******'s prior calls, *******
  did not see a network performance issue in the Shipman, llinois area.

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had cable internet installed about 2 years ago and have experienced constant problems since. At the time of installation, I asked for the connection to be in my living room but the tech refused to go under the house and ended up placing it in a subpar location.
  
  When I tried to report the ussue, the company wants to charge me almost $100 more fir a proper connection when I'm already paying $60+ a month for internet and equipment rental.
  
  Each time you talk to someone different you get different notes and a different story. All I want is properly working internet that I'm already paying for.

  

  Business Response

  Date: 05/16/2023

  *******’s
  Response to BBB Complaint filed by customer ****** *****:
  
  Notes from the CCS
  team on ******’s ******* Communications account –

  5/1/23 – ******’s
  brother ******* called and was inquiring about upgrading speeds and equipment
  or possibly centralizing their current equipment to the middle of the home
  because they do not get strong connections in certain parts of the house. Due
  to him not being listed on her account, I could only go over general pricing
  for higher speeds and info about the WiFi 6 equipment.  He acknowledged that they probably need to
  upgrade or just move the equipment to the center of the house, and asked if
  ******* would do the work.  I gave him the
  $90/hr rate to move and rewire customer’s existing wiring.   He said he will check with ******.

  5/3/23 – ******* called about trouble with internet,
  unable to connect.  He was speaking with
  tech support, and they tried to get customer to upgrade their old equipment
  along with quoting him $90/hr. labor charge to move the customer’s existing
  wiring to the center of the home.   IT
  checked the network and found multiple devices uploading and downloading on the
  internet which is maxing out their speed pretty much most of the time.  They only subscribe to 20M which isn’t enough
  bandwidth for what they are running in the household.   IT shared the report with ******* and let
  him know that he isn’t going to get better results until he upgrades his speed
  or uses less devices.  He said he will
  check with ******.
  
   5/5/23 -
  ******* called to see where tech is. 
  Wasn’t sure what he meant since there was no one dispatched but CCS let
  him know that we will give ****** a call at the location to discuss
  issues.  Another attempt was made to
  upgrade old equipment and upgrade speed. 
   He said he will check with
  ******.

  5/8/23 – Customer called in to report trouble and approved
  an equipment upgrade to receive the latest WiFi 6 equipment.  The swap was of equal value.  She paid $24.99 to have the modem brought out
  to her house instead of picking it up at the lobby, free of charge.  She did not address the speed or wiring
  issues that they are still having. 

  
  In summary, Ms. ***** is still experiencing slowing speed
  and Wifi connectivity issues and will continue to do so until she makes the
  decision to move her home’s current wiring and subscribe to a higher speed that
  will allow her to run all of the devices/programs her household is trying to
  use.  She is currently on one of the
  lowest speeds we offer and is running multiple devices/programs that are not
  supported by a lower speed.  The customer
  is aware and has received this information along with a report from our IT
  department, showing these issues.  
  Her existing wiring (customer owned, not *******’s
  wiring) is not centrally located in her home. 
  The customer is at free will to contact any contractor she chooses to
  move it, including an electrician.  She
  also needs to consider that anyone that comes to move the customer owned wiring
  will charge her for the work performed.  
  *******’s charge is $90/hr. which she will need to pay if she wants
  ******* to perform the work. 
  We would be happy to assist Ms. ***** with any issues she
  is experiencing.  So far, she has chosen
  not to pursue these solutions. 
  
  
  Please feel free to contact me if you have any further
  questions,
  
  Sincerely,
  **** ** ****
  ******* * ************************ ****

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account and returned all company owned property after contract had run out. Now I seethis company has attempted to charge me for an extra 3 months with interest which now comes out to over 500 dollars. I was not satisfied with their service so as soon as my contract was up I called and canceled and within a week turned in my leased equipment.

  

  Business Response

  Date: 02/13/2023

  Mr. *****, 

  After a thorough review of your account, I found the following chain of events to have occured:

  You contacted us to initially establish internet with Madison Communications in 07/23/2015.

  You then contacted us to move your services to a new address on 02/04/2016.

  You contacted us to disconnect your internet services on 12/22/2016.  This was completed on 12/22/2016 and your account was closed.

  You contacted us to re-establish your internet services on 07/15/2017.  You continued to make payments on your account until August 2019.  The last payment received was on 08/08/2019. 

  Your account fell into arrears and several attempts to contact you starting on 10/01/2019 were made to try to reconcile your account before any action was taken.  We contacted you utilizing the phone numbers and email addresses that you provided on your account.  You did not respond to our requests for payment or notice of interruption of services.  You November 2019 statement was mailed to you and reflected the amount past due along with equipment charges since it was not returned. 

  Your services with Madison Communications were disconnected due to non payment on 11/19/2019.

  Another letter was mailed to you advising of collection action being taken on 03/05/2020. 

  After no response to our letters, email, or phone calls, your account was sent to collections on 03/12/2020. 

  To this date, we have not received any correspondence, payments of past due, or any equipment returned on this account, along with no response from the responsible party on this account. 

  Please feel free to reach out to our billing department at ************ *f you need further assistance or you can contact the collection agency at ************ to settle this matter.