Consolidated Communications Makes Strategic Investment to Expand Fiber Services and Enhance the Customer Experience

Through a new strategic investment from Searchlight Capital Partners, a leading private investment firm, Consolidated Communications will become a leading fiber-to-the-home, business and wholesale communications provider.

This investment will deliver significant benefits to the customers and communities we serve, and create a stronger and more resilient company that is well-positioned to support future innovations in technology and meet ever-evolving customer needs.

First and foremost, we will upgrade and expand access to fiber-based Internet services. Our plan involves a five-year build plan with construction beginning in 2021.

We will also make significant investments in our back-office infrastructure. Our digital transformation will introduce modern customer self-service capabilities that make it even easier and more enjoyable for our customers and partners to do business with us. We expect our full transformation to take place over a multi-year period, with significant consumer customer-facing enhancements revealed in 2021.


Bringing Significant Benefits to Our Consumer, Commercial and Carrier Customers

Consolidated is here to move life, business and communities forward with the latest innovations in communication technology and a level of service you won’t find anywhere else. Our investment in expanding fiber services and enhancing the customer experience will benefit each of our core customer groups over the next few years:

Consumer Customer Benefits

  • Consolidated will expand 1 Gig fiber home Internet service eligibility to more than 50 percent of our consumer footprint. More households will have access to super-fast Internet speeds with a more reliable fiber Internet connection, at even more affordable prices.
  • New online ordering and account management capabilities will make it easier and more convenient to do business with Consolidated.
  • Introduction of omnichannel customer service capabilities will allow consumers to communicate with us through both online and offline platforms – where, when and how they choose.
  • Customers will enjoy enhanced 24/7 self-service troubleshooting capabilities, with automatic ticket creation if the steps the customer takes to resolve the issue are not successful.
  • Customers will be able to subscribe to electronic notifications via email or text message about billing, appointments, offers, products, service outages, terms and conditions, and more.

Commercial & Carrier Customer Benefits

  • More small businesses will have access to super-fast gigabit Internet speeds with a more reliable fiber Internet connection, at even more affordable prices.
  • Consolidated will strategically extend its commercial fiber network in existing markets to deliver improved service access for enterprise and carrier customers.
  • By connecting more buildings directly to Consolidated’s fiber network, even more businesses in the communities we serve will be able to quickly, easily and cost-effectively take advantage of advanced communications, data networking and security services.
  • New online ordering and account management capabilities will make it easier and more convenient for businesses and wholesale customers to do business with Consolidated.
  • Proactive notifications about planned and unplanned maintenance will improve visibility into network events and better set customer expectations.
  • Improved customer onboarding processes and communications will ensure the transition to Consolidated services is more seamless than ever.
  • The ability to check service eligibility for both broadband and Ethernet-based services online will make adding and upgrading services quick and simple.
  • Customers will be able to subscribe to electronic notifications via email or text message about billing, appointments, offers, products, service outages, terms and conditions, and more.

Channel Partner Benefits

  • Consolidated will strategically extend its commercial fiber network in existing markets to deliver improved service access.
  • By connecting more buildings directly to Consolidated’s fiber network, even more businesses in the communities we serve will be able to quickly, easily and cost-effectively take advantage of advanced communications, data networking and security services.
  • New service eligibility and quoting tools, integrated into the partner portal, will help existing partners close deals faster.
  • Better insight into new customer onboarding status will improve overall partner and customer communication and transparency.
  • Partners will be able to submit tickets and escalate issues on a customer’s behalf through new online tools.

Frequently Asked Questions

What does this strategic investment mean for customers?

  • This announcement is a transformative event and will bring significant benefits to Consolidated Communications customers over the next few years. Primarily, these benefits include faster Internet speeds over a more reliable fiber Internet network with no data caps. Through this investment, more homes and businesses will have access to super-fast gigabit fiber Internet speeds with a more reliable fiber Internet connection, at even more affordable prices. Our fiber network now spans 23 states and approximately 46,000 fiber route miles, making us a top 10 fiber provider in the U.S.
  • We will digitally transform the company and make it even easier and more enjoyable for our customers and partners to do business with us. This includes launching expanded e-commerce, omnichannel customer service and self-service capabilities for all customer groups.

Will my services be affected?

  • No. All customer services, agreements and local support will all remain in place. Over time, you will see improvements in your service and support, including increased broadband Internet speeds and more online account self-service capabilities.

Will you still maintain local support and a community presence?

  • Yes. We are committed to maintaining local support and a strong community presence. We are deeply engaged in the communities we serve through philanthropic support and broadband infrastructure upgrades and expansion. Last year, Consolidated supported local nonprofits and community initiatives with $2 million in donations. The expansion of our fiber broadband network will also benefit the lives and livelihoods of the people in local communities we serve.