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

  
• 

  Cable One

  618 N Main St Altus, OK 73521-3112

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  
• 

  Sparklight

  319 College St Columbus, MS 39701

  

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:08/20/2024

  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.

  Hargray/Sparklite have the worst customer service. I have spoken with them about 20 times on the phone over the last few weeks. Each time they say the problem will get resolved or someone will contact me to get it resolved. First our internet line was put in on 14Jun2024 and it took them 6 weeks to bury the line after I called ***** times to get it resolved. They made an appointment to bury the line 25Jul2024 and they no called no showed. Second our internet is out and the earliest they can come fix it is 27Aug2024. Completely unacceptable. ****** is the technical support representative and her supervisor is ****. I am completely dissatisfied with their lack of customer service and I am tired of having issues that take too long to be resolved. Do better. Treat your customers better and do the work you say you are going to do. If this gets resolved I will be satisfied, but until then I want this complaint to be seen by the business so the right people can see it and fix the issue. Thank you.

  

  Business Response

  Date: 08/23/2024

  Following the receipt of ******************** complaint, the customer was contacted and a technician was sent out to the residence to test the lines and the signal throughout the home. There were no issues found. The technician believes that the issues **************** was experiencing were caused by a storm that came through the area. A credit in the amount of $10 was issued to the customer's account for the outage. We apologize for the issues **************** experienced and we appreciate him for bringing them to our attention. Thank you!

• Initial Complaint

  Date:08/18/2024

  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.

  Have been having disruption of service for 6 months. Have called to complain and have technician come out. On average we call in complaint one a month, as it does no good to call more often. Everything at house checks fine. Problem is in companies service lines. We are not the only ones having issues. It is the service to the whole town. Internet down a lot. Phone lines down a lot. All TV channels out a lot. TV has been out or tiling you can not even watch TV most of the time. No credits to account for lack of service and company does not seem interested in taking care of the service to their customers. An example of outage just for 8-18- 24. Is as follows 10: 30am TV started tiling continued All day, 4:00pm internet and phones out came back on at 4:15. TV went out at 8:28, came back on at 8:29. TV out 8:32 back on 8:33, TV out again at 8:33 on 8:34, TV out 8:37 on 8:38, TV out 8:40 on 8:41, TV out 8:52 on 8:53. This was better service than most days and there are plenty of times I am not home or in the room with my paper to write down each time I notice outages. Company needs to fix their service that they are charging everyone for

  

  Business Response

  Date: 09/13/2024

  Following the receipt of ****************' complaint, one of our associates visited with **************** at his residence on 9/3 to let him know that we are waiting on equipment to fix the issue with his service. Unfortunately, there has been a delay in receiving the equipment. We attempted to reach *** and ***************** by phone today, but were unsuccessful. We have left a voicemail with our contact information. We would appreciate it if **************** gives us a call back when he is available so that we can update him on our progress. We sincerely apologize for the wait time in getting this resolved. 

• Initial Complaint

  Date:08/18/2024

  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.

  Starting 8/5/2024 I have been having issues with my internet being intermittent and going on I have called the company several times. A technician was sent out 2 times. The first technician replaced the modem which worked for maybe 2-3 hours than the issues continued again. The second technician came out and tested the lines and his resolution was to switch my cables lines with my internet line which has not resolved anything. I am currently paying for 600mbps I have not been receiving that lately and now the highest download speed I have been seeing is under 100mbps if I am getting anything at all as it intermittent and I sometimes I have no service at all. I called hargray today 8/18/24 and their only solution was to send out another technician which I told them I will not be taking any more days off from work for a technician to come to my house as I have already took 2 days off of work and have not seen any results. I chatted with a customer service representative on 8/13/2024 to which I was told I would also not be able to receive any credits for my issues as my service was not out for a continuous 24 hours.

  

  Business Response

  Date: 09/10/2024

  Following the receipt of Mr. *******s complant, one of our field tech supervisors spoke with the customer regarding the issues he was experiencing with his speed. It was explained to Mr. ****** that we would be performing a node split in his area that will provide more reliability. We also sent out maintenance technicians to the neighborhood to repair some interference in the node. We called Mr. ****** back on September 9th and he stated that his service had been working properly. We sincerely apologize for the inconvenience these issues caused and appreciate Mr. ****** for bringing them to our attention. Thank you!

  Customer Answer

  Date: 09/10/2024

  I have not heard from or spoke to anyone that works for or with hargray/sparklight since I spoke with the field tech supervisor on August 29th. The information provided to the BBB is false.

  

  Business Response

  Date: 10/04/2024

  Following the receipt of Mr. *******s rebuttal, our Field Operations Supervisor reached out to the customer. Mr. ****** stated that his speeds had been up and down but seemed to improve once Hurricane Helene had passed. We will be following up with Mr. ****** in a couple of weeks to make sure that his speeds are stable and that his service is working properly. We apologize for the miscommunication on our end and appreciate Mr. ****** for following up. Thank you!

  Customer Answer

  Date: 10/04/2024

  I would like to keep this complaint open until this matter is completely resolved.

• Initial Complaint

  Date:08/16/2024

  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.

  On May 22 I disconnected my services with spark light due to the continuous increase in cost. I was unaware there was any amount owed after that. As you can see in my pictures of my emails from sparklight I never received an emails stating my statement was ready as they did every month prior. They disconnected my online account so I thought my balance was paid. Today 8/16/24 I get a call from a collection agency regarding a past due bill. I was never sent a letter or received a phone call regarding this. I restored my email access today to see IF I received a notice there and the only thing I received was an email to restore services. Not a past due notice. Had I got that email I wouldnt have known it was a payment request and I didnt want to restore services. I am concerned that my credit has been negatively impacted by a balance I feel I wasnt notified of. I would like a correction to be sent.

  

  Business Response

  Date: 09/06/2024

  Following the receipt of **************** complaint, we researched the account and found that there was not a final statement mailed to ************ for the prorated amount of services used prior to disconnecting her account. As a result of our mistake, we have contacted the collections agency to show the account as paid in full effective 08/20/2024. This should not affect **************** credit score as the amount was not reported to the agency until 08/06/2024. We sincerely apologize for the inconvenience our mistake has caused and appreciate ************ for bringing it to our attention. Thank you!

• Initial Complaint

  Date:08/13/2024

  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 have had constant disconnections of my internet connection in August 2024. I have submitted 3 trouble calls for technicians to come fix the internet connection issues and they have not found a fix for my home. When I started the internet service in December 2023 I had no internet issues so this is a recent problem that has started occurring. I am not seeking financial reimbursement I just simply want my internet to be stable again.

  

  Business Response

  Date: 09/05/2024

  Following the receipt of ********************** complaint, our Field Technical Supervisor reached out to the customer and was informed that following the replacement of the customer's drop ********************** on August 15th, his service has been working properly. We apologize for the inconvenience this issue caused and we appreciate ****************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:08/06/2024

  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.

  Since June of 2022 when we first moved to our duplex which is closer to cable America we have had nothing but issues with the internet not working causing us to call this company 4 out of the 5 business days they are open! They would send a tech to our house whom would say they would do a ping test and call us with results which never happened! Then when I would have to call back to Find out the results they had no idea what we were talking about saying the tech would say there wasnt an issue! Then they wouldnt even talk to me about the account until I paid them ****** which I told them I would but I dont like paying for services when they dont work! Mind you this has been going on for 4 months! Either 2 to last or the last week of June I contacted them to see about our bill because we should at the very least have 3 months of service free since it hasnt worked at all only for anesthesia to hang up not once but 3 times after cussing and yelling at me! Finally I got ahold of *** or someone from the main office nice lady said she could help with getting yet another tech out but I would have to call the main office about my bill which I explained how the employee acted! Tech comes out says he will run a ping test again and have them call and let me know the results never called and today I wake up and they have disconnected our service I paid the ***** I owed but the rude employee told me I would have to pay another ***** and ****** to get it reconnected when I told them to stop payment on the ***** they said no because you owe that to us and I was like okay but what about the 4 months of service I paid for that cable America owes me!!?? This is the worse company I have ever seen in my life!

  

  Business Response

  Date: 08/12/2024

  Following the receipt of Ms. ******** complaint, an issue with the modem was discovered and the equipment has been replaced. A phone call was placed to the customer by one of our associates, but we were unsuccessful in reaching her and a voicemail was left. If the customer is continuing to have issues with her service, we encourage Ms. ****** to give us a call directly so that we can further assist. Thank you!

  Customer Answer

  Date: 08/12/2024

  Nothing was ever replaced our service was suspended and then we had to pay ****** to turn it back on and it took them from the Wednesday I paid it until today aug 12th for them to turn it on! Then no one ever told us it was back on at all just climbed on the roof and then left! No discount was given on the 4months we have continuously been calling trying to get the issues fixed 

  

  Business Response

  Date: 08/19/2024

  Following the receipt of Ms. ******** rebuttal, we attempted to contact and left voicemails for the customer on 08/14/2024 and 08/15/2024. We also sent a technician out to the residence on both of these dates and we were unable to get an answer at the door. We also ran tests to the modem, where we found that the service was online and that the speeds were as they should be. Without being able to get in contact with Ms. ******* we are unable to assist any further. We encourage the customer to give us a call back. Thank you!

  Customer Answer

  Date: 08/20/2024

  Um have not received any phone calls from this business recently!the last one was back in July when I tried contacting the business about what they were gonna do about my internet not working for 4 months hung up on three times (Anesthesia employee)unprofessional my husband
  -days later after they had already received my ****** to turn in back on could not make it a point to get it done without having to wait 5 days!.Now we did have a death in the family if that is when they came we wasnt home!
  -the internet still isnt working it lags horrible cant use more than one device and lags with direct wire to outlet so doesnt seem to be fixed!
  - wifi it hasnt ever worked so something is either wrong with their equipment that shows its working just fine can prove it wont work with more than 1 device *when a paid contractor does come out again* gonna sit down and gonna have them try using it when more than one device is connected even directly to prove we are not lying!
  -. As for checking the modem aint no one touched the modem since way before they disconnected it! So yeah not resolved!
  -. would contact you but the way my family was treated over a billing discount by YOUR employee is ridiculous!
  -every contractor says they gonna have the office call and let us know what they find which is a lie no one calls EVER!  
  - It seems to me that (one either the contractors are lying to you or lying to us! Then when looking at notes of our calls cant ever find them! We call3/6 times a week! 
  - IIm sorry but aint no HUMAN alive that would pay for anything that does not work including these business owners/workers! I mean I was told to up the speed and  now its the lowest speed you carry which still dont make since!
  -We live on a little disability income that only comes once a month which sometimes is after our due date but we always pay our bill! 
  - My husband had been with this company for over 25 years  I just dont understand what happened to customer service?
  

• Initial Complaint

  Date:08/03/2024

  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 cable/internet service is extremely sub par. As a former repair technician for Time Warner, I was involved in the high speed internet launch in **********. In order to be approved, (over 20 years ago) certain upgrades needed to be completed in order to offer the internet service and even more requirements by the *** in order to offer VOIP. (Telephone). I can easily see on the utility pole outside of my house that Sparklight has ignored and somehow avoided these mandatory regulations as the cable on the poles is outdated and considered substandard for over 20 years. The result is inconsistent service and slow speeds at best. Outages are regular, and they make false claims that it is due to fiber upgrades. (Fiber is in place and the node is less tha 100 yards from my location. ). Their down time is excessive for their requirements, they have no on call service, and they charge more than double when all is taken into consideration. ( up to 1 Gb for ***** a month compared to most operating systems offering 5-10Gb for approximately ***** per month) Their service often does not even meet the minimum requirement for streaming due to the poor equipment. Complaints are met with false statements, and they do not issue credit for time down. Trying to run telephone on their system would be dangerous as one may not be able to contact emergency services when needed

  

  Business Response

  Date: 08/06/2024

  Following the receipt of ************************ complaint, we were able to make contact with the customer on 8/5/2024. We found his main issue was due to an outage that occurred on 8/3/2024. The outage was resolved that day and was caused by a cut made to the cable as a result of vandalism. ******************** also believed that the main coax cable was the incorrect size. Our Technical Supervisor explained the difference in the cables and ******************** seemed satisfied with the explanation. We consider this issue to be resolved and appreciate ******************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:07/29/2024

  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.

  Fidelity who is owned by Sparklight who bought out our old cable provider has provided poor services including a lack of channels and poor connection.

  

  Business Response

  Date: 08/07/2024

  Following the receipt of ****************************** complaint, our Supervisor of ************* reached out to the customer. ************************** stated that the main issue was with channels 199 and 194. The issues with these channels took place approximately 3 weeks ago and were network related and were not a result of any issues with Cable America's service. ************************** stated that her service is currently working properly. We consider this issue to be resolved. Thank you!

• Initial Complaint

  Date:07/23/2024

  Type:Sales and Advertising 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 switched my 86 year old mother from satellite TV to streaming. I moved her from ATT DSL which was slow to Sparklight. Big mistake. Every time it rains she loses service. Issues with cables in her area. I had a number to the regional director after my last BBB complaint, but he must have been fired because his number is out of service. I can't get them to fix the bad cable in her neighborhood. The rain issue is one thing. Every storm takes them out, and they have no redundancy in their system to provide alternative routes in case of a fiber cut or other frequent issue. The absolute worst internet provider I've ever dealt with!. I'm ready to fly back to ***** and get her off this horrible service and put her on Starlink since that is my only other option for internet.

  

  Business Response

  Date: 08/01/2024

  Following the receipt of **************' complaint, a technician replaced the line to the residence on 7/26/2024 and informed the customer. Our technician made sure the customer's service was online prior to leaving. The customer's service was working properly and a credit was applied to their account for the outage. We apologize for the inconvenience this issue caused and we appreciate ************** for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 08/02/2024

  They did replace the line. A contractor did the work. The service is still intermittent. They did not ensure my mothers service was restored before leaving the job site. Per their own customer service representative the line has a lot of noise on it and the signal levels are bad. I have left several messages for the supervisor that called me one time, and he will not return my calls. I spent 1.5 hours on phone yesterday and he told me it will be over a month before they send out a technician. 

  

  Business Response

  Date: 08/02/2024

  Following the receipt of **************' rebuttal, our technicians visited the residence and replaced the tap to the home, which had water inside of it. After receiving no answer at the customer's door, our technician called ************** to ensure that their service was working properly. ************** stated that their service was working properly and that he would let us know if they continued to have any issues. We sincerely apologize for the miscommunication received earlier and appreciate ************** for following up with us. Thank you!

  Customer Answer

  Date: 08/04/2024

  
  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. We will not know if problem was fixed until it rains. I have dealt with issues with bad lines since I had my mother put on their service. My biggest complaint has been lack of communication. The original BBB response was that they replaced the cable and ensured it was working. That was not true. No one checked anything. Yesterday I got a call from a technician that said due to wide area issues from the storm they had contractors replacing cables with issues (although my issue was not storm related and over a year old), and later within a month Sparklight techs would come through and balance the levels and ensure it was working. A month without service is okay with Sparklight? Bad customer service.  They claimed they tested the line and replaced the tap. Time will tell. So far her modem has remained connected. The next time it rains will show me if they fixed it. We still have high levers +9 dbm coming into the modem. I was told that was acceptable. If they didn't fix it I will file another complaint.
  
  Regards,
  
  *********************
  
   
  

  Customer Answer

  Date: 09/11/2024

  Internet service has been down for over 32 hours. My service and the service for others in my mothers's city are down. No storms. No reason for outage that **************** can explain. ********************** is the absolute worst ISP I have ever dealt with. I had the person in charge of all of Texas repair and maintenance call me. Told me to call him with any issues. I called him multiple times. Not one return call. Infuriating. Sparklight doesn't care about its customers. My 86 year old mother is sitting at home without internet, TV, or any entertainment because of Sparklight. Big mistake having her terminate her satellite TV. DO NOT USE SPARKLIGHT! Their customer service is non existent. They get paid regardless is they provide service or they don't. At this point today I have ordered her a Starlink satellite internet because Sparklight can't provide service. Sparklight's lack of service and lack of caring is ridiculous. Don't use them.

  

  Business Response

  Date: 10/09/2024

  Following the receipt of Mr. ****** rebuttal, we attempted to call the customer as well as knock on the door of the residence, but received no answer. Because this account has been disconnected, there is nothing more that we can do. Thank you!

  Customer Answer

  Date: 10/10/2024

  
  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. The local fiber internet provider now provides service to my mother's house. I was able to move her from Sparklight to fiber and her service has been excellent. So glad to be done with Sparklight and their poor customer service. Horrible experience with Sparklight.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:07/19/2024

  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 have an ongoing problem with internet connection that happens several times a week. I get a message of connected without internet. I fo through the recommended troubleshooting steps to get the same result. I put in tickets through my online account, but they do not get actioned.