Complaints

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

close

Find a Location

Sparklight has 174 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/19/2024

  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.

  Since 7/08/24 I have been without ***************** I am getting no updates from the company as to when it will be restored. I have called customer service multiple times since the 8th with no resolution offered. They refuse to give an estimated time to fix the issue. According to their outage tracker online I should have service. I have verified with multiple neighbors that they are affected by this problem as well.

  

  Business Response

  Date: 08/01/2024

  Following the receipt of ******************** complaint, one of our technicians contacted the customer and was informed that **************** had turned in his equipment earlier in the week due to moving out of the area, but that he was concerned for his neighbor whose service was still out. Our technician found a broken distribution and fixed the issue at the pole. The customer was given credit in the amount of $54.26 for the time his services were down. We apologize for the inconvenience this caused and appreciate **************** for bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:07/17/2024

  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.

  Sparklight internet supplier has not had service to my home for 10 days. They have not attempted to communicate with me about the outage and when I call customer service they share no information other than agreeing that i have no service. Their online outage list shows me having service I suspect to hide the fact of their horrible service.

  

  Business Response

  Date: 08/01/2024

  Following the receipt of ********************** complaint, repairs were made to the coax cable on 7/19/2024. However, when we activated the new repair, we encountered electrical damage on our system power supply. An electrician completed the repairs on 7/25/2024 and a credit in the amount of $45 was applied to the customer's account. We apologize for the inconvenience these issues caused and appreciate ****************** for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 08/01/2024

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/17/2024

  Type:Billing 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.

  For two years Sparklight has been on my credit report negatively. I did not have this service for the billing period they are billing me for. I live in an apartment complex. They do not have readings of usage because I had another means of service. They are saying I owe ****** for services I did not receive.

  

  Business Response

  Date: 07/25/2024

  Following the receipt of **************************** complaint, our **************** Manager contacted the former customer to explain the usage history, the billing dates, and the $100 equipment charge. **************************** service was disconnected on 9/21/2022, the data usage is shown in the history until 9/20/2022 and billing for her account stopped on 9/13/2022. The final charge of $234.43 included the $100 charge for unreturned equipment. ************************ stated that she will be returning the equipment. Once we have received it, $100 will be credited to her balance. We encourage ************************ to call us directly if she has any additional questions. Thank you!

   

  Customer Answer

  Date: 07/25/2024

  
  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:07/15/2024

  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.

  Continual internet outage with a service technician cannot be scheduled for over 3 weeks.Multiple calls have not resolved any issues with connection being stable.We lose internet service 5-10 times daily over the last couple of months. Still paying full price for internet that cannot stay connected for a full day. We bought a more expensive modem that is on their approved list. Still have issues with keeping connection. Phone technician tried to explain it is a WI-FI issue when the modem is not getting internet. Seems like the entire company is incompetent. In our town, internet is very limited on internet providers. I tried to get ******** home internet, but my employer's programs do not work with it.I would like to get internet that doesn't disconnect. After being told that it would be at least three weeks before I could get a technician to our house, that same day, there was a technician parked outside our house two hours later, but never came to our door.Pathetic display of valuing customers.

  

  Business Response

  Date: 07/18/2024

  Following the receipt of ****************' complaint, one of our Advanced Technicians was dispatched to the area and discovered the issue, which was affecting several customers in the neighborhood. After making the proper adjustments and changing out the mainline equipment, service was restored. We have verified with the customer that the service is working as it should be. We apologize for not being more proactive when handling this issue and appreciate the customer for bringing it to our attention. We have issued a credit in the amount of one month of service ($72.05) to the customer's account. 

• Initial Complaint

  Date:07/11/2024

  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.

  Buckle up this is a long one.I discontinued my services (after so many outages and my internet randomly slowing throughout the day, I decided to switch to a company with faster upload and cheaper plans)I called and cancelled my services and scheduled the equipment to be picked up by a technician because the closest location was over an hour from me. The date came for the pickup and the tech came and got the equipment. So just to reiterate: I called and cancelled the service before the next billing date, and returned the borrowed equipment in perfect shape.So imagine my surprise when I get slapped with a $100 final bill.I contacted customer support about the charge only to be told first that there was no charge. I sent the representative the receipt and then all of a sudden they could see the charge on my account. Chalked it up to human error, fine. THEN they said not only do they now see the charge, they tell me the reason for this charge is because I DID NOT RETURN THE EQUIPMENT AND THAT I HAVE TO RETURN THE EQUIPMENT TO BE REFUNDED.The equipment I no longer have.I tell the rep that I have already returned it by having the tech pick it up.Then all of a sudden she can see the work order and that the tech not only picked it up but marked the modem as returned.See a pattern here?Oh and the icing on the cake is that they still didnt void the charge. I was told I had to wait for the charge to FULLY PROCESS and CALL BACK to get my money back. What billing platform doesnt allow for the voiding of pending charges? Something is fishy here. TLDR: They make it purposely difficult to get your money back, making the wrongfully charged customer do quite literally ALL the legwork and still is going to make me call back and go through the process a second time.

  

  Business Response

  Date: 07/12/2024

  **************** contacted us via chat on 07/11/2024. Our Agent removed the equipment charges and she now has a credit to her account in the amount of $100.00. We sincerely apologize for the inconvenience and appreciate **************** bringing this to our attention. Thank you! 

• Initial Complaint

  Date:07/10/2024

  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.

  Hi, I contacted Sparklight today regarding my internet bill and to make payment. It increased $5.00 monthly because I do not want to sign up for automatic payments. I love the company and have been with them for years but feel this is unfair as a consumer. I pay my bill monthly and am not late. This company is wrong for wanting to control their customers and forcing them to sign up for automatic payments. I spoke to a representative today who gave me a local phone number in *********. I called and left a voicemail. I also called the corporate phone number I was given which is phone number ************. This phone number automatically transferred me back to the same phone number I made my payment with and where I got the corporate phone number from which was phone number ************. Corporate phone number automatically transferred me back to the same phone number I called to pay my bill so I could speak again to another representative and get the same assistance I had previously received and be given the same corporate phone number to call again for my complaint. Now I understand why the Sparklight representative I spoke with today, when I called to pay my bill, said she was happy to give me the corporate phone number and any information I wanted because she knew I would get nowhere with my complaint. She also told me I would get transferred back to them but I did not realize that would actually happen. What good does it do to try to get a manager or someone in charge on the phone to ask for assistance. They cannot be reached and my issue won't get resolved. I want a call about my issues with the $5.00 monthly increase, I don't want to sign up for automatic payments, I want to be charged money because I don't want to sign up for automatic payments. I will leave Sparklight depending upon this outcome because this is unfair to consumers. Is this a monopoly? All customers should not be punished for others errors if that is why this is happening. Thank you!

  

  Business Response

  Date: 07/11/2024

  Following the receipt of ****************** complaint, our ******** Service Supervisor reached out to the customer. We were able to change ****************** service to our 1 Gig plan with a courtesy credit that will last until April 5, 2025 totaling $64.95 a month. ************** was previously paying $73.25 a month for our Freedom Connect 300 plan. ************** was pleased with the outcome. We consider this matter to be resolved. Thank you!

   

• Initial Complaint

  Date:07/07/2024

  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.

  Hi my name is **** and I'm reporting spotlight / Cable One I'm paying for monthly service and not getting fully monthly service my internet keeps going into zombie mode and that's even what they call it in their company it's where my modem is showing no internet here at home when I call on one screen that shows online another screen that shows offline I've spent a lot of money to these people and I need help because they clearly don't want to give me internet that works but they expect me to pay my monthly bill every month can someone please help me I was informed I can't get any credits because this is an ongoing issue that's been going on for over 3 years now

  

  Business Response

  Date: 07/15/2024

  Following the receipt of ******************** complaint, one of our Advanced Technicians was dispatched to the residence. We were unable to detect any issues with the speed on July 8, 2024. On July 9, 2024, our technician returned to the residence to replace the modem and check the speeds again. We will make a follow up courtesy call next week to make sure the service is working according to ******************** satisfaction. We apologize for the inconvenience these issues have caused and appreciate **************** for bringing it to our attention. 

• Initial Complaint

  Date:07/02/2024

  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.

  It's been a little over a year since sparklight came into our neighborhood and installed fiber optic lines for internet service. Since then we have had problems with our sprinkler system it doesn't work and now our sewage line. After multiple attempts to try and contact sparklight no issues have been addressed. Plumbers have been called and we are stuck footing the bill. We have camera footage proof that the pipe was pierced by spark light. The leak was right next to where spark light was digging

  

  Business Response

  Date: 07/16/2024

  After speaking with Mr. and *********************, we have agreed to pay the invoice for the damage in the amount of $450. ******************** will be emailing the invoice to our Field Operations Manager, who will make sure that it gets taken care of as soon as possible. Thank you!

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising 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.

  We moved in and began service in September of 2022. We have had nothing but issues with constant service interruption since. Issues with never reaching even close to the speeds we pay for. Constant service calls. Have a ticket open since February 2024 that has still not been completed.

  

  Business Response

  Date: 07/03/2024

  Our Manager of Field Operations spoke with **************** this morning. **************** explained the speed issues that were affecting her and stated that it's been taking place nearly the entirety of her time as a customer. We have ran tests several times and have verified that all of the wiring in her residence is new including the drop cable which was replaced on May 29, 2024.We have issued two months of credit to ****************' account and continue to work on resolving the speed issues. We sincerely apologize for the inconvenience these issues have caused and appreciate **************** for bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:06/25/2024

  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.

  I contacted Sparklight in 11/23, requested my mothers cable be stopped. I switched my mom to directv. My mom is 92 years old and has a niece living with her to help her. In May while reviewing her Bank statement that Sparklight was still taking $217 a month from my moms account for a service she no longer had. Sparklight only refunded $300. To take money for a service she no longer had is stealing. I would like all of my moms money refunded.

  

  Business Response

  Date: 07/15/2024

  In response to **************** complaint, it is highlighted in yellow on our monthly statements that there is a 60 day window for disputes. The charges ************ is referring to are from December 2023, The customer was aware that the boxes needed to be returned in order to disconnect service. We backdated the return of the boxes to May 22, 2024 and the customer has been refunded $338.32. We attempted to contact ************ to discuss this several times and were hung up on each time. We encourage ************ to give us a call directly if he has any questions. 

   

  Customer Answer

  Date: 07/15/2024

  Sparklight has not reached out to me.  There response is bogus, they initially offered a refund of 3 months, but check was only ****** although they withdrew $217 per month.  My mother did not use sparklight starting in December 2023.  My mother is a widow living on a ******* social security check, Sparklight should be ashamed.

  

  Business Response

  Date: 07/16/2024

  We have called both the telephone number listed in the complaint as well as the phone number on the account and have been unsuccessful in reaching anyone.