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

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  786 Dr Martin Luther King Jr Blvd Biloxi, MS 39530

  
• 

  Cable One, Inc.

  8400 W Westpark St Boise, ID 83704

  
• 

  Cable One, Inc.

  204 W Alameda Rd Pocatello, ID 83201

  

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:09/23/2024

  Type:Order 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 had internet service at my business for several years. The only thing it is used for is for a camera surveillance system. This system stopped functioning months ago, and I had a technician working with sparklight to try to resolve the situation. I have continued to pay for my internet @$94.38/mo, even though I am unable to use it. I spoke with a very rude employee in the business customer service center, who told me I had signed a contract through 2026 (I don't remember this), and that it would cost $2000+ to terminate the service early. I am a small business, struggling to make ends meet in this dreadful economy. I cannot afford to replace the camera system, and do not have a need for internet. I just want to cancel my service.

  

  Business Response

  Date: 10/01/2024

  Following the receipt of Ms. ******** complaint, one of our associates emailed and called the customer and left her a voicemail on 9/27/24 to let her know that we have submitted the disconnect request, waived all contract penalties, and also provided the local office address and instructions for returning her equipment. We encourage Ms. ****** to give us a call back if she has any additional questions or concerns. Thank you!

  Customer Answer

  Date: 10/01/2024

  
  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,
  
  **** Bottom
  
   
  

• Initial Complaint

  Date:09/23/2024

  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 am a Sparklight customer that has had my service inerupted since 9/15/24. This provider updated their system Sunday night/Monday morning which instantaneously made my modem obsolete without my knowledge. Fast forward a week with no internet when a "service tech" can assess the situation. He arrives without prior notification, which I was told would happen to assure an adult over 18 is available, tells me my less than 1 year old modem is dead and I can use the one he connected for 1 month free, then rent it. Told him to take his modem and that I will purchase my own. So here lies the problem... A representative of the company failed to inform me of their new system requirements before I purchased a new modem. Now I have a brand new $80 modem that is obsolete and still have no internet as of 9/23/24. Sparklight should reimburse me for the obsolete modem for failure to inform a customer of the requirements.

  

  Business Response

  Date: 10/02/2024

  Following the receipt of Mr. ********* complaint, our Manager of Field Operations has attempted to contact the customer several times but has been unsuccessful. We have applied a credit in the amount of $80 to the customer's account, which is the amount that Mr. ******* stated that he paid for his new modem. A voicemail with contact information has been left for Mr. *******. We ask that he please give us a call back should he have any further questions. Thank you!

• Initial Complaint

  Date:09/19/2024

  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.

  Scammers. Internet service never works, charge at outrageous amount for nothing. Stopped paying for a REASON! Good luck collecting Ill take you to court for loss od wages! Internet was down constantly. Couldnt work bc I work from home. ************* and everyone is rude. I expect to be compensated for 3 months without reliable service or will go to court for lost wages.

  

  Business Response

  Date: 10/03/2024

  We have made several attempts to contact Ms. ***** regarding this complaint, including phone calls and door tags, but have been unsuccessful. We are not able to assist the customer without being able to speak with her. We encourage Ms. ***** to call us directly so that we can help to resolve any issues she is having with our service. Thank you!

• Initial Complaint

  Date:09/15/2024

  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.

  We have constant issue with the internet that we pay a lot of money monthly for. Almost every day it is going out, sometimes 2-3 times a day even. I have filed numerous complaints and the company will send out a tech who just says the issue is not with your house or equipment, the node/grid in your area is a known issue. The company constantly has trucks in our area but never fixes the problem. I work from home and my daughter has online school. She is constantly disconnected from her school and I am constantly disconnected from my clients while speaking with them on the phone (I use an online phone for my job). This is causing continuous issues with my employer and my daughters school. The company promised me it would be dealt with and that we would be contacted by a higher up to resolve the problem and discuss compensation. We would expect reduction of our monthly bill due to the continued issues. We should not have to pay full price for something that does work as advertised and is constantly down.

  

  Business Response

  Date: 09/23/2024

  Following the receipt of Ms. ******* complaint, two of our technicians visited the area on 9/18/2024 to research the issue. They replaced both the launch amp and the second amp as well as checked other aspects of the node to make sure that everything was as it should be. The customer's modem levels have stabilized and are in a satisfactory range. We will continue to watch the node to make sure that we stay on top of any issues that may arise. We have attempted to contact Ms. ***** to explain this information to her. We apologize for the inconvenience this caused and appreciate her for bringing it to our attention. Thank you!

  Customer Answer

  Date: 09/24/2024

  
  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:09/12/2024

  Type:Customer Service 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.

  On approximately 9/9/2024 this business and I use that term lightly according to all the complaints regarding terrible customer service along with overcharging customers and extremely poor connections... I was appalled to notice my bank account was deducted $134.70 plus overdraft fees associated with this transaction. I have never heard of this company. I am located in ******** and this company is in Missouri. As well as my Internet is packaged with my cell phone provider. Yet they accept payments from a debit card and obviously do not confirm the account holder's name or information but without hesitation will except payment from any random debit card without verification. I have attempted to contact someone and my message has still not been received. The next steps in this ongoing issue will continue with *** and the states Attorney General.

  

  Business Response

  Date: 09/20/2024

  Following the receipt of Ms. ********** complaint, we were able to confirm that her debit card had been used fraudulently in order to make a payment on one of our subscriber's accounts. We have contacted Ms. ******** to inform her of her options regarding the return of her funds used for this payment and have reversed the payment off of the subscriber's account. Unfortunately, due to privacy laws, we cannot give the information of our subscriber to Ms. ********* However, once she files a police report with her local law enforcement agency, they can submit a subpoena to our legal department and we can provide the information to them. We sincerely apologize for the inconvenience and stress that this occurrence has caused and appreciate Ms. ******** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 09/23/2024

   Of course yes I am being told that no information can be given to me. I find this absolutely appalling given that my privacy was violated. In the meantime this predator is continuing to do this and has done it for quite a while I presume. The lengths that I have to go to To get this resolved. I was told that I needed to dispute it with my bank and that I should probably go that route because it takes 4 to 6 weeks to receive a paper check from fidelity. That is if they don't forget to hit send. I was told as far as the overdraft fee(s), since that was a payment made to your
  bank so you will need to work with them regarding that. "When a customer
  calls in and makes a payment via our IVR the information required is
  credit card number, expiration date, CVV, and
  billing zip code."

   

  

  Business Response

  Date: 09/23/2024

  While we fully understand and sympathize with Ms. ********* we are not legally able to provide any information to her regarding the subscriber who used her card fraudulently without a subpoena from law enforcement. If Ms. ******** has any difficulty having the payment refunded by her bank, she can have them contact us directly and we will help in any way that we can to help speed up this process for her. Again, we sincerely apologize for the inconvenience that this unfortunate situation has caused. 

• Initial Complaint

  Date:09/11/2024

  Type:Order 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 had Sparklight internet service for 4 years and paid my bill every month. When high speed fiber internet became accessible at my business location we decided to switch. I was able to get 6+ times faster internet at almost $50/month cheaper. I have a business that uses a POS so speed is a necessity. I had no idea that Sparklight would not "allow" me to cancel my service. I was told I signed a 3 year contract a year ago thru an emailed docusign. I do not know why I would have a contract, I did not negotiate a discounted price. They wouldn't even offer me a cancellation fee. I was charged $4333.77, which is the monthly bill for the reaming of the contract. This is more than my new internet cost for 3 years. I called twice to get the fees removed and they would not even send me to a manager. They just kept telling me, too bad, they have a contract. I am a small business that is trying to watch every *****, this cannot be acceptable practice.

  

  Business Response

  Date: 09/12/2024

  Following the receipt of ******************' complaint, the Early Termination Fee has been waived. We attempted to contact ******************, but were unable to reach her. We left a voicemail with contact information in case she has any further questions. Thank you!

  Customer Answer

  Date: 09/13/2024

  
  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:09/05/2024

  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 shared my concerns about spark light needing to dig through our yard for the neighbors recent service hook up, as were getting married next weekend in our back yard. They reassured me Id never know they were there. 70 feet of dead grass later with zero call back and transfer upon transfer to nowhere land! Im furious to say the least! I have no time for this! Getting ahold of anyone is a joke! Does anyone at corporate even work or check on customers?? To top it off the subcontracted company who dug the line sent a message saying theyd drop off some sod for us to install ourselves. What???!! Ready to take legal action! HORRIBLE! Never will I recommend spark light! **************** is non existent!

  

  Business Response

  Date: 09/12/2024

  Following the receipt of ************************ complaint, our contractor was contacted and instructed to visit the customer's residence ASAP to install the sod. Once the sod order was received, our contractor installed the sod in the customer's back yard on Monday, September 9th. We sincerely apologize for the inconvenience this caused and appreciate ******************** for bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:09/04/2024

  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.

  Over a year of ongoing issues with internet service to lengthly to go into detail.In brief have a laptop and was told by the tech that we should go buy a $ 30. ethernet cable to get service. Did this and still constant on and off service.We pay $ 100. a month for high speed WIRELESS service that we do not get.Cable America still wants their $100. with no credit nor explanation as to when this issue will be resolved.There are numerous complaints on ******** about these same ongoing issues with numerous others here in ****************, MO We need your help BBB!Thank you.P.S have tried every imaginal way to enter $100. a month and it refuses to accept this?

  

  Business Response

  Date: 09/13/2024

  Following the receipt of **************** complaint, one of our technicians visited the residence on 9/10 and discovered several issues. All issues were repaired with the exception of a 200 ft span of hardline that will need to be replaced. We are working on having this issue remedied as soon as possible. We are also continuing to to work with the customer on the issue he is experiencing with the wireless to his laptop. We have applied a credit in the amount of one month of service to the customer's account and have switched his plan from 50 MBPS at $94.95 per month to our 100 MBPS plan at $74.55 per month. We have left ************ a voicemail regarding these changes. We apologize for the inconvenience these issues have caused and appreciate ************ for bringing them to our attention. Thank you!

  Customer Answer

  Date: 11/28/2024

  A few months ago Bridgette signed me up (On phone) for a new plan that was a faster speed as well as lower price $ 74. and some change a month. I thanked her. . Went to pay my first bill and was informed over the phone that there is a $5. additional charge? Yesterday, called to pay my second bill and was on hold for 7 min. listening to the automated voice tell me Im in 1st position for those 7 min? Finally, disconnected, will call back later. Second call same thing only this time I was second in position and that was fine. Told the Rep. wanted to pay my bill. She told me it was $75. and change went up a dollar? + there is a $10. fee. My question.. how did it go from $74. and change to $75. and change plus an addition $10. My verbal agreement with Bridgette was the 74. a month. Would more than appreciate any help BBB. Thank you, ** ****

  

  Business Response

  Date: 12/06/2024

  Following the receipt of Mr. ****'s rebuttal, one of our CSR's reviewed the customer's bill and determined that the change was due to a fee that Sparklight charges for the modem tax and a network fee that Sparklight does not charge for. The $10 fee that Mr. **** is referring to is a fee that we charge when a customer makes a payment over the phone. The network fee has been removed, reducing the total bill to $68.25. The CSR was unable to reach Mr. **** when she called, but left a detailed voice message and will attempt to contact him again this afternoon. We apologize for the inconvenience this caused and appreciate Mr. **** for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 12/15/2024

   That is a blatant lie, no one from your establishment has ever called let alone leave a message. Stop the lying!

  That being said..
  

  I therefore should expect this to be my monthly payment ($68) from here forward, correct?

  If this this correct then this has been satisfied.

  Thank you BBB
  

   

• Initial Complaint

  Date:09/03/2024

  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.

  Sparklight is saying we have had service, thru August, although I called and cancelled with them, in mid-July, I could not get the lady to stop talking or reason with her.The person I spoke to, last week, said we had service thru the month of July into August (even though I had called the offices to discontinue and had asked where to send the equipment.). July 25, 2024, I was told to return the equipment to a drop box in *****, ******* - ******************, and we took it immediately, that day. It was amazing the *** of returned equipment, the drop box was full. The woman that instructed me, initially July 25, said there would be no further money owed, after the equipment was returned. We had been without service since 7/17, as I messaged a neighbor and asked her who they used on that date...I was trying to find a provider. Another friend of ours was having Frontier as their provider, but when I called Frontier, they told me there was not access for us, although we use them for our internet. So, we resolved to use our ROKU ever since.

  

  Business Response

  Date: 09/10/2024

  Following the receipt of ************************ complaint, we researched the box returns and discovered that the equipment had been returned but the credit did not transfer to the account. We have credited the account a total of $200 for the return of both boxes plus taxes on 9/10/2024. This has left a credit to the account in the amount of $6.55 which will be refunded in the form of a check within ***** days. We sincerely apologize for the inconvenience this issue caused and appreciate ******************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:08/25/2024

  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.

  My mother (****************) is 87 years old, and she lives in the low-income elder home (Address: *******************************************************************). she has internet service (account # ************** with ************************** (Optimum) for basic TV service. She was paying $20.98 each month with government low-income program, but since March 2024, Cablevision has charged her $30.99 on 3/18/24, and $30.99 on 4/18/24, and $46.99 on 5/20/24, and $60.99 on 6/17/24, and $75.99 on 7/18/24, and $75.99 on 8/16/24. I contacted Cablevision (Optimum) to find out why they charged her so much more than before, they told me that they have changed her internet plan to the higher speed. I asked the *** why you change her internet plan without her permission. They couldnt give me a reason, but they said they would change back to her original internet plan, but they refused to make correction on the extra charges for the past 6 month. My mother requests Cablevision (Optimum) to issue a refund for the unauthorized extra charges.My contact info: ***************** ******************* / ************

  

  Business Response

  Date: 08/26/2024

  Our company is Cable One, **** dba Sparklight. We are not affiliated with Cablevision and we do not provide service in **********. Please redirect your complaint to Cablevision. Thank you!