Complaints

This profile includes complaints for Sparklight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sparklight

  210 E Earll Dr Phoenix, AZ 85012-2626

  
• 

  Sparklight

  313 N Williamson Ave Winslow, AZ 86047-3722

  
• 

  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
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  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  

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:06/26/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 reached out to Sparklight on 6/23/5 to cancel my internet service as I had moved. I confirmed with them that I was canceling the service due to never receiving the advertised speed and that I was moving. I was told I would need to return their modem. I let them know that although I had originally received a modem from them it should have been paid for. They stated that they only lease equipment. They stated I was leasing the modem from at least 2017 and that the price was originally at ***** a month. I asked them why I wasn't informed about the cost, and they stated it was on my statement. When I asked why I wasn't receiving a statement they gave me an email address that was not mine and stated that the statements were going there. I asked to be connected to a supervisor, and they said they would call me in 72 hours and that they could not cancel the service without me returning the equipment or charging me for the missing equipment which would be another $100-$150.I called back sparklight on 6/26/25 and was told the something similar but that they could not tell me who had provided the incorrect email address or why I had not been receiving statements. They again said a supervisor would call me but would not cancel my service until they would charge me $100 or have the equipment returned. They mentioned that I was paying $***** which raised to $12 per month at one point and again would not cancel my service and have continued to charge **** estimate I have spent over $1000 since 2017 and that I should have been notified regarding the costs as the modem itself is only $100. It is misleading at best and honestly deceitful to charge 10 times the cost of equipment and not provide clear information that they are doing so.I should also have received notice if my statement preferences had been changed and they should be required to verify that I am the one making the change and not allow anyone else access to my account.

  

  Business Response

  Date: 06/27/2025

  Following the receipt of Mr. Tapper's complaint, the customer was contacted by one of our associates who verified the correct email address and updated the account. The modem was removed from the account and a credit in the amount of $958.35 was applied. Mr. Tapper will receive a refund for this amount. We apologize for the miscommunication and appreciate Mr. Tapper for bringing this issue to our attention.

  Customer Answer

  Date: 07/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23524261, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  John Tapper
  
  
  
   
  

• Initial Complaint

  Date:06/20/2025

  Type:Product 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.

  Returned equipment to a dropbox they instructed me to return to. They say it never got returned. It did get returned!!!!

  

  Business Response

  Date: 06/24/2025

  Following the receipt of Mr. Parker's complaint, one of our representatives in our Brazil office contacted the customer to confirm that the equipment has been returned and the amount due has been credited to his account. We sincerely apologize for any miscommunication on our end as well as the inconvenience caused. We appreciate Mr. Parker for bringing this to our attention. Thank you!

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  TV App fails on a regular basis while all other apps on prime Tubi etc work fine. The say they are working the issue but black out of local and national channels has been going on for months. I have spent hours on the phone with Sparklight tech services with out resolution

  

  Business Response

  Date: 06/17/2025

  Following the receipt of Mr. *********** complaint, our local Advance Technician was sent to the plant where he found several issues. These issues have since been resolved. Our Senior Director of Regional Operations contacted Mr. ********* this morning and he stated that he has not had any issues since June 12th. He stated that he did not want the F1 box at this time and will call in if he experiences any more issues with his service. We apologize for the inconvenience these issues caused and appreciate Mr. ********* for bringing them to our attention. Thank you!

  Customer Answer

  Date: 06/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Sparklight came into my business to install their internet service. they cut my original line from current internet provider and left me without phone service for over 24 hours. The technician said he couldn't complete the job. The next day two more company men came in my store looked over the install and apologized to me. They stated that Sparklight isn't compatible with my phone system and they would repaid the cut coax from the day before and get my original internet back operating. which they did. Now they are trying to charge me $333.29 for something that was never installed. I contacted them and they stated that their technician left a piece of equipment at my store and I would be responsible for paying for it. Then they sent someone to my store and retreived the equipment and I'm still getting a bill.

  

  Business Response

  Date: 06/12/2025

  Following the receipt of Mr. ******* complaint, we have issued a credit in the amount of $333.29. We sincerely apologize for the inconvenience caused by our inability to set up service as well as the oversight relating to the charge. We appreciate Mr. ***** for bringing this to our attention. Thank you!

  Customer Answer

  Date: 06/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:05/27/2025

  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.

  This is regarding Sparklight account #*********. around 18 months or so, I called Sparklight about my bill. The gentleman that I spoke with told me he could switch me to a 300M a month plan for $65 a month, and that this was a lifetime price, that the monthly bill would never go up. This was on a recorded call. A month or two ago, my bank gave me a new debit card, same account number. ********************** had difficulties entering this new card, and any credit card that I had for payment. It appeared that my account was banned from making a payment using any kind of card. This caused my account to be discontinued. Sparklight then restarted my account but increased the monthly cost of $71.Sparklight will not honor the lifetime price that they previously honored. It is convenient that they were able to discontinue the previous rate and restart at a higher rate. I would like to have Sparklight honor the lifetime rate that they provided on a recorded call of 300M for $65 a month. I spoke with **** at ************ and also a local manager at ************ Bottom line - Sparklight - are you willing to permanently frustrate and embitter a customer over $6.00 a month with this lack of integrity?

  

  Business Response

  Date: 05/29/2025

  Following the receipt of Mr. ******* complaint, one of our associates called the customer on 5/27/2025 and explained to him that we have never offered lifetime HSD pricing. The associate Mr. ***** spoke with 18 months ago was our previous **************** Manager and the call would not have been recorded. We did miss a credit in the amount of $30 and have since credited that amount to Mr. ******* account, which brought his balance down to $71. A payment was taken from the customer and the $10 fee was waived. Mr. ***** was also set up on EZ Pay. His next payment will be pulled on 6/22/2025. We did inform Mr. ***** of the $6 increase to his bill on his ***** billing statement. When asked if we had any lower payment plans, we let Mr. ***** know that the plan he is currently on is our lowest plan, however, we offer a program called Lift that he could look into and see if he qualifies. Mr. ***** declined. We apologize for any misunderstanding and appreciate Mr. ***** bringing the issue to our attention.

   

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 live in ******, Tx where Sparklite is the one of only 2 internet providers. I signed up in 12/2022 at $100 for just internet. I used my own equipment to save the cost of renting theirs. I then upgraded to get the fastest speed available at $120 a month for up to 1 gps. Around 6 months later, Sparklight then offered the same service in a new package for $69 a month and free equipment. I saw the unopened email about the change with other verbage about other equipment I can purchase to expand the use of my service. I go down to the local store and get told..."We can't lower your bill without your permission", but they can raise it whenever they want! So I get to eat that overage for a year and a half!?! SO I get their equipment, go home and set it up and WoW...my speed is now 30 - 40 mps. I was at least getting 271 mps on my own equipment. I now have to wait for a tech at the end of the week to see what that problem is. My plan is for "Up to 1 gps download speed" Sparklight may not be what they advertise people. Just like all other big companies, you will never get to speak to a person about these problems. Only chat and automated phone messages or email. Am I wrong for being mad right now?!? My experience for now is Sparklight does not provide what they say!

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have autopay via USBank w/ Sparklight. This has been setup since the company was CableOne. Apparently the monthly payment amount changed by $5/mo in June 2024, but autopay was not updated. This oversight accrued late fees every month until I got a text message on 5/16/2025 indicating my bill was overdue by $107 & I needed to pay immediately to avoid disconnect. Nearly 1 year later! No other notifications; no prior text messages; No mail notifications. I have even called Sparklight twice in the past few months due to service outages (last was 4/9/2025) & still no indication I had an overdue balance. Why? Well, Sparklight can tell in their billing system that this was a change in rate that was missed but like a predator, they let the fees pile up without any notification for nearly a year & did not notify me until it was disconnection time probably so they can get re-connection fees! I have no issue paying the $5 for months missed. But that is $55 not $107. I pay my bills on time every ****************************** can clearly see that by looking at my acct history. I'm nearly a 20 yr customer if you include the ********************** days. They knew exactly what was going on & did nothing to let me know about it until the 1 yr **** ********** want to disconnect. The text got my attention, but to make matters worse, when I tried to pay, Sparklight's automated system kept failing stating they were having tech difficulties. This on a Fri (5/16) btwn 10-11:30 am MST w/ a disconnect "in-progress". Maybe these tech difficulties are the reason no one notified me about overdue fees! I was finally able to pay the full amount via their phone system, conf# *********. (hopefully I won't still get disconnected). I would like a credit for $52 as I've wasted many hours just making this payment, plus no notification that I had any overdue balance until today, plus service outages. When I asked the customer service **** she said she would have someone call me back.. Not sure if/when that will happen.

  

  Business Response

  Date: 05/19/2025

  Ms. **** autopay did not update due to her payment being set up through her financial institutions bill pay system, rather than directly through Sparklight. As a result, adjustments made to her billing amount following rate changes were not automatically reflected in her scheduled payments. Ms. **** was enrolled in paperless billing and was notified of the rate change on her 6/1/2024 billing statement, which was sent via email. Each subsequent statement reflected the updated billing amount. A payment shortfall began to appear on her 8/1/2024 statement and continued in the months following. Sparklight does not assess late fees until the past due balance exceeds $25.00. Ms. **** was first assessed a late fee on 12/30/2024, which was reflected in her 1/1/2025 statement. Beginning with the 8/1/2024 billing cycle, statements included a notice that payments not received within 30 days of the billing date may result in late fees. The most recent billing cycle marked the first time Ms. **** account reached a past due level that triggered the collections process and the potential for service interruption. Additionally, all statements prior to 8/1/2024 included a notification that billing disputes must be submitted within 60 days of receiving the statement. To help customers manage their accounts, ********************** offers several convenient tools, including our online customer portal, mobile app, and an automated phone system for accessing balance and payment information. As a courtesy, we have credited the full $46.00 in late fees to her account.
  

  Customer Answer

  Date: 05/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Sometime last year, a technician came to our house to replace our Wifi modem. While there he asked about the **** converter to which I informed him we don't use the phone and therefore don't even need that. The phone had been disconnected for years. I told him he could take it with him, and he did. Earlier this year, I noticed we were still paying for the phone line, so I called and changed our plan. When I got our next bill, there was a charge for the **** device. I have tried by phone and on Chat to get this resolved. The person on the phone was rude and downright accusatory. They said they turn it over to the local office, but the local office won't respond. I paid the invoice only because I didn't want a disconnect. This is criminal and they won't correct it.

  

  Business Response

  Date: 05/19/2025

  Our records show that you reached out via chat on April 23, 2025. Following that interaction, the **** device was picked up the same day and officially removed from your account on May 15, 2025. I can confirm that all necessary adjustments have now been made to your account. We apologize for any inconvenience and appreciate you bringing it to our attention. Thank you!

  Customer Answer

  Date: 05/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, even though it is factually incorrect.  The device in question hasn't been in my house since last year, so they had it all along. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:05/15/2025

  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.

  My family has lived in the service area for three years. There has not been ONE consistent month of service the entire time. I just moved to the area and work remotely. My family has to call every month regarding an outage. It's rarely regarding inclement weather, which I would completely understand. If they can't service the area consistently, I don't know why they bother. The customer service agents and the techs that come out are fantastic. The service provided is inconsistent, to put it politely. I'll be glad when a stronger service provider makes their way to the area. This month, I'll be making the call for my family regarding the interruption of service. Unacceptable.

  

  Business Response

  Date: 05/19/2025

  We attempted to contact *. *******, but were unable to reach them. We left a voicemail but did not receive a return call. Without the customer's full first name or address, we are unable to pull up an account for them. We encourage the customer to give us a call back if they are still continuing to experience issues with their service. Thank you!

• Initial Complaint

  Date:05/07/2025

  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.

  total failure from tech support; excuses and trying to ignore my problem using their internet.

  

  Business Response

  Date: 06/03/2025

  According to our Senior Director of Operations, Mr. ******* is not one of our customers. He receives service from Mereo and his complaint is with them. Thank you!