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

  
• 

  Cable One

  303 N 4th St Ponca City, OK 74601-4534

  

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:05/28/2024

  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 use a Cable America in ******************** that I found is part of the company out of AZ. Mid-March our internet went out and we finally had it repaired the end of March in which a cable had to be replaced. We were told that they use a 3rd party to bury the cable and would take 4-6 weeks. We waited and called the local office. After a very rude customer service rep and much frustration, we waited another week. Called again and was told it would get sent to a manager who who would call us. Waited another 2 weeks, called again and was told the mystery manager would call us the next day. Here we sit ************************************* the fact that said manager is going to call to help figure out how to get this very orange, eye sore of a cable that is taking up space above ground during mowing season buried appropriately. We have asked for the number to the said 3rd party to be told not even the Cable America employees know the name of the secret business that buries lines. We have been nothing but nice, paid our bill on time, or even complained about the numerous outages. We are just asking for the ugly orange cable to nicely be buried. Thank you.

  

  Business Response

  Date: 05/30/2024

  Following the receipt of ********************** complaint, one of our associates contacted the customer to listen to his concerns and to let him know that our contractor has been contacted. Once given the all clear, they will be at the residence to complete the bury. We sincerely apologize for the time it has taken to have this completed and appreciate ****************** for bringing it to our attention. Thank you!

   

   

  Customer Answer

  Date: 05/30/2024

  
  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:05/25/2024

  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.

  I have lived in 9 different states and had cable/internet in each one of them. Since moving to ******************************, I have used Cable America for my internet service, as they are really the only provider than claims to provide the service I need. They are by far the worst and most unreliable service provider I have observed over the last 25 years. I work from home and have an internet requirement in order to perform my work. It is frustrating that at least a couple times a week the internet has interruptions or completely goes out and I am required to purchase mobile hot spot capabilities from my cell phone provider in order to continue to work. This is expensive and I am paying twice for a service I should already have. This has happened multiple times at $10 each time. It is even worse if my family needs to also hot spot, as I have to pay an additional $10 for each of their lines. I have probably spent $80 in the last few months on mobile hot spot services due to Cable America's failure in service.

  

  Business Response

  Date: 05/30/2024

  Following the receipt of ************************ complaint, our Manager of ************* called the customer and left a voicemail with her contact information and the reason for the call. In the meantime, we have issued a credit in the amount of $21.76 to ************************ account. We encourage ******************** to give us a call back so that we can assist him further with any service issues he is having. We apologize for the inconvenience these issues have caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 05/31/2024

  
  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:05/21/2024

  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.

  Starlight added a fiber optic line in front of our house and busted an irrigation line. I have called three separate times for a call back to repair. They state they will call back in a three day window. I have not received a call in a sixteen day period. Its not easy filing the complaint as you dont have a local number to call or a repair ***** As the pictures shown, its displays the fiber optic line resting on the irrigation line that was cracked using the bore steel while boring the optic line. Our property is soaked from the line being busted. Im demanding they repair the line they busted and compensation for our time dealing with the water leak and tractor work dealing with the leak. They also left all the concrete slabs they dug up from the side walk and road. Its unfair how these companies can come on your property and cause damage and a mess for the owner to deal with and no consequences.

  

  Business Response

  Date: 05/22/2024

  Our company is Cable One, **** dba Sparklight. We are not affiliated with any company by the name of Starlight. If you intended to submit a complaint to Sparklight, please let us know and we will look into this further. Thank you!

  Customer Answer

  Date: 05/22/2024

  The name of the company was a typo, it meant to read Sparklight/Cable One that serves the Treasure Valley. 
  I also want to add that while placing your fiber optic line, our shut off cable was buried in the installation of the cable line. 
  I do not wish to go back and forth on details of names of your company. If you look at the cable line that was installed by your company it will show that it lays over our irrigation line. I provided pictures to show the proof needed.  We are still dealing with this leak and would like resolution in a prompt manner.  If you send your tech **** to the location and problem, it will reflect your cable underground that is located on our water line. 
  Thank you 
  Miguel 

  

  Business Response

  Date: 06/05/2024

  We have called the telephone number in the complaint and left several messages, but have been unsuccessful in reaching Mr. ******** We believe that Farmers Mutual Telephone is likely who Mr. ******* needs to contact regarding this issue. One of our supervisors visited the area to take pictures of the damages to the irrigation. We encourage Mr. ******* to give us a call back at the number provided if he has any further questions or concerns. Thank you!

  Customer Answer

  Date: 06/10/2024

  I did receive a call from a ****** and he stated he had someone take pictures and recognized that it was not *************************** but in fact your companies fiber line. 
  He stated he would follow up with me once he had a chance to look at it. I have not heard back from him. 
  ****** stated that the complaint ticket went to the ************ and not the ************ and thats why its taken awhile to respond. Regardless, I provided my phone number each time I submitted a complaint ticket the first week in May. 
  We are still waiting for your company to fix the water irrigation line and add the shut off valve that was buried when the fiber line  was installed. 
  Again, we did not choose to have this fiber line installed in front of our house and cause damage. We would like this issue to be resolved quickly. 

  Customer Answer

  Date: 09/17/2024

  Sorry, Im getting back to you today. We had several projects going this weekend. The leak has not been properly fixed. I had reached out to ****** who is a supervisor that it was still leaking in the area that they had patched the leak with concrete. He stated he would have someone out to look at the pipe. I dont believe anyone did make it out to evaluate it. 

  
  

  

  Business Response

  Date: 09/23/2024

  After speaking with *** *******, it was confirmed that our contractor did not speak with the customer following the repairs. We have instructed our contractor to contact the customer directly to discuss the issue and work towards a resolution. We apologize for the inconvenience this has caused and appreciate *** ******* for bringing it to our attention. Thank you!

• Initial Complaint

  Date:05/20/2024

  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.

  We have not had internet at our house since May 7th or 8th. Made multiple calls about it before they finally agree to send a technician out. He was supposed to be at our house the morning of May 20. He never showed up. I spent hours on hold only to be told that they believed it was a tower out. Previously we had been told our radio was the problem. Then they told us by voicemail, it was fixed. We still did not have internet. After multiple tries to get ahold of someone we were then told they would be at our house the morning of May 17. Again, they never showed up. My husband was able to get through and have a technician call him and the technician told us they no longer service our area and we should find a new provider. They took a $42 payment out of our account on May 8. We have cancelled our account, however they refuse to return the final payment to us. We hadn't had service since before they took the payment out and they never told us they had no plans to come out and fix anything until the technician finally told us on May 17.

  

  Business Response

  Date: 05/22/2024

  Following the receipt of ************************ complaint, our ************* Manager spoke with ******************** to let her know that the $42 has been refunded to her account. We sincerely apologize that this was not taken care of during the call that ******************** made to us and that we are unable to service her address. We consider this matter to be resolved. Thank you!

• Initial Complaint

  Date:05/14/2024

  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 05/12/2024 I was trying to reach Frontier, Skylight kept coming up on ******* so I called. They said my service has been cancelled due to lack of payments for 3 months. I gave them a card number. They said the card was rejected. I gave them another card. Both cards were charged! I even got 3 overdraft charges thanks to their scam. Today I called and they said they don't service this area. I got ripped off. I have contacted my bank, and they will investigate further.

  

  Business Response

  Date: 05/15/2024

  Our company is Cable One, **** dba Sparklight. We are not affiliated with Frontier/Skylight and believe that this complaint may have been filed for the wrong business. Please let me know if we are mistaken. Thank you!

• Initial Complaint

  Date:05/02/2024

  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.

  I had internet service with Sparklight and it was the worst and most expensive I have ever had. It was completely unreliable, always dropping and buffering, never the speed I paid for, and was just a nightmare. It actually cost me a job and almost cost me a second job. Thankfully, Vexus internet is in our area now so Sparklight has lost their monopoly. I had Vexus internet installed and it has not been out a single time since I have had it. So I canceled Sparklight and have been happy ever since...until they started calling me and sending mail NONSTOP trying to get me to come back as a residential customer, and now that I have started a home-based business, they are also mailing me constant offers for their service, which I DO NOT WANT. I want NOTHING to do with this horrific company EVER again. I want these phone calls and letters to stop immediately. The letters look very threatening with their "official documents you need to carefully review" and "immediate, urgent response required" that look threatening, only to have a random offer for their unreliable, subpar, terrible service. I WANT NOTHING TO DO WITH SPARKLIGHT. I will NEVER be a customer of ********************** again. They are TERRIBLE. Their service was out more than it worked. I want these calls, letters and any other form of contact to CEASE AND DESIST IMMEDIATELY. Geez. Maybe if they were a reputable company with decent service and prices, they wouldn't have to stalk people But I want it to stop immediately. This is ridiculous and infuriating after the nightmare I went through with them. Also, they treat their existing customers like garbage. I will NEVER have their service again.

  

  Business Response

  Date: 05/07/2024

  Following the receipt of ****************** complaint, we have submitted a request to have her removed from all mailing lists. Please give this process 5-7 business days. We apologize for any inconvenience. Thank you!

  Customer Answer

  Date: 05/07/2024

  
  Better Business Bureau:
  
  If Sparklight will actually honor this request, then I accept this response.  But I truly want NO further contact.  Ever. 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/27/2024

  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.

  4-27-2024, my cable TV service has been going in and out for several hours today, and during these outages My city and county, **********, ******** in **********. has been under tornado warnings. My life and property were at a high risk with these storms and due to my cable TV service going out during these warnings i had no storm coverage which put me in danger. The weather is NOT to blame for these outages as this as been an on going problem for some time now. I called tech support twice today to report the problem and explained the dangerous weather conditions we are having today, they are no help us usual, and under the weather conditions i could not take time to go through trouble shooting steps as i took shelter in my safe place in my home where i can still hear my Tv and warnings. Sparklight needs to fix this issue once and for all and until it is, i demand continued credits on my account and i don't mean small credits. Each time i have issues with my tv service going out, i want a $25 credit on my account starting today and each and every time i call and report and outage. Today was and still is a severe weather day. I am trying to be fair with a resolution to this on going issue, but i will NOT let this greedy company take advantage of me by charging me a full monthly bill when i don't get a full month of uninterrupted service. I also demand a phone call from the *** of sparklight in addition to my credits on my bill. account #*********

  

  Business Response

  Date: 05/02/2024

  Following the receipt of ******************' complaint, one of our technicians visited the customer's residence on May 1st, 2024 and found no issues with the equipment or the connection. However, considering the major storms in the area at the time, we have agreed to credit ******************' acount in the amount of $33.14 for the dates of service between April 27th, 2024 and May 1st, 2024. This amount exceeds the amount that ****************** requested and we consider this to be resolved. 

   

  Customer Answer

  Date: 05/02/2024

  
  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:04/24/2024

  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 internet lied to me when I switched from **** to Sparklight. I spent a few days working with Sparklight and *** to switch the *** free internet from **** to Sparklight through the end of the program, which is April 2024. I was told at the time I signed up that everything was connected and there was nothing else I needed to do. Come to find out, my internet was shut off for 6 hours today because of a past due balance of over $200. They told me today that I was supposed to connect to the *** plan when I registered my account with **********************. They never once told me this at sign up. I was very very particular because I was nervous about switching because of this *** program messing up and here I am, $200 poorer because they lied to me. I've asked them for transcripts/recordings of the phone call and they said they don't have these records. Now I'm screwed and feel helpless because they lied to me. I'm just looking for the owed *** credits through April 2024 to be applied to my bills. Whatever that amount is, I know it's too late to connect to *** now, but Sparklight should be responsible for their miscommunication.

  

  Business Response

  Date: 04/25/2024

  Following the receipt of ******************** complaint, we reviewed the telephone call between the customer and our customer service representative (CSR). Unfortunately, our CSR failed to instruct **************** to go to the Sparklight ACP site to complete her enrollment, which in turn, caused her to be disqualified. As a result of our mistake, we will be crediting ******************** account in the amount of $222.81. We sincerely apologize for this mistake and appreciate **************** bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:04/21/2024

  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.

  Fidelity Communications has added a modem lease fee of $12.50/month to my account when I own my own modem. They have known for years that I own my modem, and are refusing to help me with the issue. Their billing department is not available to me to fix the problem, and they don't have an email address to contact to resolve the issue. The people that are available to speak to can't do anything about the problem. They say I can't email because they need to speak to me to make changes to my account, but clearly that is a lie since they have added this charge for a modem lease without speaking to me. I'm tired of businesses thinking they can make changes and upcharge their customers because we simply have no other service options.

  

  Business Response

  Date: 04/24/2024

  Following the receipt of Mr. ********* complaint, our team has made several attempts to contact the customer, but has been unsuccessful. Mr. ******* is not being charged the equipment fee on his account. There was a letter that was sent out to all customers explaining the changes being made to their accounts. Unfortunately, the letter was confusing to some customers and we have left a voicemail for Mr. ******* explaining the letter. If Mr. ******* has any additional questions or concerns, we encourage him to give us a call back. We apologize for the confusion this letter caused. Thank you!

  Customer Answer

  Date: 04/24/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21604816, 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:04/17/2024

  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.

  They sent a tech out on March 3rd and they couldn&#**;t fix it the problem and said I would have to call H3833**343534363633H America. They have a work order on record for it. I called several times and they didn&#**;t show up. I called on April 8th, 10th and 15th and they said they are scheduled to come out and they never showed up.I would like for them to come out and fix what needs to be fixed to get my H3235343835**3330**32H.

  

  Business Response

  Date: 04/29/2024

  Following the receipt of ********************** complaint, our **************** Manager left a voicemail for the customer on April 25th, 2024. We will have a technician in the area today to try and resolve the issue that we are having with our plant. In addition, we are waiting on maintenance to be completed in our head. We have notified ****************** via voicemail that we will be crediting his account for one month of service in the amount of $70.50. We sincerely apologize for the inconvenience this issue is causing and appreciate ********************** patience while we work to resolve it.