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

  
• 

  Sparklight

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Cable One

  618 N Main St Altus, OK 73521-3112

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  Cable One, Inc.

  99 Bisbee Rd Bisbee, AZ 85603

  

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:04/16/2024

  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.

  Internet outage every month. Causing job loss

  

  Business Response

  Date: 04/29/2024

  Following the receipt of ****************** complaint, it was discovered that there was an issue with our equipment in the enclosure feeding ****************** node. The equipment has since been replaced and and all repairs were made on April 24th, 2024.We have issued a credit in the amount of $33.21 to ****************** account for the time he experienced these issues. We apologize for the inconvenience this caused and appreciate ****************** patience while we worked to resolve the issue. Thank you! 

• Initial Complaint

  Date:04/15/2024

  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.

  My internet is down more than its up. They constantly have issues and its always one excuse after another. I work from home so I need reliable internet. I pay $109 a month and dont get credit for down time. I dont have many options for internet where I live either so Im kinda stuck where Im at. A technician came out and said everything needed to be replaced and new lines needed to be ran, but that would require an engineer to come out. He said when he opened the box everything fell out and it was exposed to the elements. He also said there is one coaxial cable splitter with 8 connectors to it but it should have an 8 way, which is another reason Im not getting the speed Im paying for because Im sharing it with other people. This has been going on for months and months now. *** complained repeatedly and nothing is getting done even tho they say they are working on the issue. Please help!

  

  Business Response

  Date: 04/23/2024

  Following the receipt of ********************** complaint, our Manager of ************* reached out to the customer and offered to send a letter to her to give to her employer for the service issues she is having. A $50 credit has been issued to ********************** account and our Field Operations team is working on getting a mainline to her apartment building and installing a tap. We are working with our engineering team to have this take place within the next couple of weeks. ****************** has been informed of the process and will continue to receive updates on the progress. We sincerely apologize for the inconvenience these issues have caused and appreciate ****************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:04/13/2024

  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.

  On April 8th, I received a very large bill (~1$183.00) from Hargray. I had notified them via email in March that I would be terminating my internet with them. They emailed me back and advised that the equipment would need to be turned in for the service to be terminated. They neglected to communicate at this time or at any other time that the local office in my city had been closed, and that the closest office was 45 minutes away. The equipment was returned on March 11, prior to the due date for the next bill.I do not know what this bill is for. Hargray has disabled my log in to their website. I am reaching out to the BBB and will contact the *** about this matter as well.

  

  Business Response

  Date: 04/18/2024

  Following the receipt of ******************** complaint, our **************** Manager has left two voicemails for ****************, but has not received a return call. From what we are able to see on our end, **************** cancelled service after her bill had already been generated. Per Hargray policy, we do not prorate the final bill. We will continue to try and make contact with **************** to discuss this matter. We encourage her to give us a call back when she is available. Thank you!

  Customer Answer

  Date: 04/18/2024

  
  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.

  I received 0 calls or voicemails from Hargray prior to lodging this complaint. However, I did receive one earlier this week notifying me that all charges have been credited. I paid Hargray $8.40 in a monthly proration of fees. 
  

  I suggest that Hargray, an internet company, stick with emailing their client base instead of using the excuse that 2 messages were left for me, and that they train their customer service reps that a long term customer and neighbor of *****************, Hargray VP; should be reasonably accommodated.

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:04/07/2024

  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.

  Ive been signed on with cable america. for almost a year now and it has been the worst experiences i have had from an ISP the prices for the speed are to high, There is constant outages, i pay for 114 for 100MB. yet i get barely 10mb during 7pm and midnight im being throttled, ive called the "technical support team" MULTIPLE TIMES over the course of the last 6 months, the routers have been shorting. they refuse to fix it. im on my 4th router from them. it shorts off the coax internet line and ive told them this, i called them tonight and its a "ill send a tech out there bud and well get you fixed up" except it will never come. i have forwarded these internet tests to the technician i met as well.. got no response, i am only with them for they have the best speed. yet price is to high, i dont know what to do? so i figured id email the bbb. thank you for youre time.!
  
  (i have a video of the router shorting i can not upload it on this page)

  

  Business Response

  Date: 04/23/2024

  Following the receipt of Mr. ******' complaint, we attempted to run a service call to the customer's residence on April 10th, 2024, but Mr. ****** refused access to the home. We were able to confirm that our equipment outside was working properly. Mr. ******' PC is sending power back through the modem when the fan on his PC kicks on. We have a video of this issue from a previous trouble call. As of now, we have not been able to resolve this issue, but do not feel that it is caused by our service or our plant. We would need access inside of the home in order to troubleshoot any further. We encourage Mr. ****** to give us a call directly so that we can help resolve this issue. Thank you!

  Customer Answer

  Date: 04/23/2024

  There was an incident on April 10th. A man from  Cable America showed up. My mother in law answered the door first, He scared my mother in law and made her feel very unsafe.  i went to talk to him He demanded to come in, he was extremely belligerent. I tried to tell him the issue is outside of the home. he would not listen. He then threatened to report me (a customer of cable america that does not own a business) to the BBB. This guy was not scheduled i called the main office in st robert they had no clue who showed up at least they wouldnt tell me nonetheless i called and filed a police report.  Because theres no way to tell if this guy is dangerous or not.  He would not give us a name.   The fans and the modem shorting out have no correlation. i cant fathom as to why that was even said.  i have a desktop the fans spin upon start up.  theres no issues with this pc.  i upgraded to a brand new motherboard and ram and i STILL had the same problems.    Ive told these "techs" that the shorting stops when the coax is unplugged.  they wouldnt listen, they would not fix the issues.  the router was backfeeding off the pole somewhere due to a bad ground.   there was a coax going to the router through the wall to their NID and  then to the pole.  Very seldom did i get speeds i was paying for. this issue was on ALL my streaming devices, phones,tv,  etc.  When i went to cancel my services due to this guy causing problems. they updated the pricing and did not inform me so I've been overpaying my bill was 114 for 100MB   i would like some compensation.  and a formal apology.  
   

  

  Business Response

  Date: 04/26/2024

  Mr. ******
  disconnected service on the 18th. The account was backdated to the
  10th so a new bill or partial month bill would not generate. In
  addition, we have applied a credit for one month of service in the amount of $114.95 to Mr. ******' account. We apologize for the inconvenience and the negative experience that he and his wife had with our associate. We will have a follow up
  discussion with the associate and would appreciate any additional information that Mr. ****** can give us regarding this incident.

  Customer Answer

  Date: 05/01/2024

  id appreciate it if i got the last 3 months since you already sent one month back only 2 would be needed. again there's been constant issues with the service.  also please do better  there is no reason not to have top notch customer service. and better speeds and cost.  theres so many people that have issues with cable america, ive read up on the reviews. not good. 

• Initial Complaint

  Date:04/05/2024

  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.

  The company cable goes out and it takes a long time for them to restore.

  

  Business Response

  Date: 05/17/2024

  This complaint was submitted on April 5th and sent to us via mail. Our **************** Manager spoke with ************** on May 8th and confirmed that her services were working properly. She was also given our direct contact information in case she has any issues in the future. We consider this to be resolved.

• Initial Complaint

  Date:04/03/2024

  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 business service at ****************************************************. I called in a service call on Thursday March 28th at approximately 730 pm. The tech support person reset my modem and placed a service call and said someone would be out. No one showed up. On Friday March 29th at 4pm I called to check on my work order and was again assured someone was on the way. No one showed up. Monday April 1st at approximately 4pm a tech showed up. Looked at our modem, claimed it was bad, and informed us he could not place a service order for our modem. I called myself and set up yet another service call for a new modem. I was assured it would be installed today. No one showed up.With all this being said, I am not unreasonable, I am fully aware a tornado hit April 1, 2024, so I again called to inquire if my service call would be honored or if it needed pushed out. The agent on the phone was quick to push me off. I requested a call from a supervisor. NO ONE CALLED, NO ONE CAME TO SERVICE MY EQUIPMENT. My business runs on INTERNET. I had to cancel a weekly event that brings in our weekly cash flow. This is not OK. 6 days with very limited service. To the point my security cameras will not operate. On April 3rd I have called a total of 3 times. Each time over 30 minutes. My first call, @8am, I requested the Business Account representative to call me. He has not called. The second call at 1030am was inquiring if they had a time frame of when a tech would be out. There were unable to give any idea of a time. My 3rd call today at 230pm ended with them telling me I was NOT a priority and they could not assure me a tech would be out today

  

  Business Response

  Date: 04/09/2024

  Following the receipt of ******************' complaint, we were able to find a problem between the Fidelity and Cable America networks. We escalated the issue to the Fidelity team and the customer's service was restored. As a result of the issues ****************** experienced, we have issued a $50 credit to her account. We sincerely apologize for the inconvenience that these issues caused to ****************** and her business and we appreciate her for bringing it to our attention. Thank you!

  Customer Answer

  Date: 04/09/2024

  I lost phone service for 2 days. This created a serious loss of revenue. I called an additional 3 times on Friday. Each time I was promised a technician. A Technician never returned to my business. We are still having connectivity issues with our service. Just for reference we had to cancel a weekly event that produces revenue that supports our business.. our Thursday event did not run smoothly due to internet problems. When a technician is promised a technician should appear to fix the problem.  When I called tech support Thursday I was number 47 in line. I did not have time to wait as I was hosting the event from my cell phone, that only works when sitting in a window. The amount of money lost does not compare to the monthly service cost and lack of professionalism endured and a 50 dollar credit. 13 days and my service still is not right. If the field technician cannot handle this, a supervisor should have been sent to ensure proper service.

  

  Business Response

  Date: 04/11/2024

  Following the receipt of ******************' rebuttal, we have issued an additional month's worth of credit in the amount of $241.25. We sincerely apologize for the mistakes made on our end and will use this as an opportunity for training in order to avoid these issues from occurring again in the future. Thank you!

  Customer Answer

  Date: 04/18/2024

  
  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:04/03/2024

  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.

  In 2020 I moved to Salem mo and applied for Wi-Fi only threw fidelity in Salem. Signed up for 24 month promo at $20 month for first 12 months than $10 month for the next 12 mnths. Needless to say not one bill was 20$. I have medical issues and was never sent bills the few I finally dug up were 40-300$. Addressed to two different addresses. The ************ was closed down when I found out everyone in my neighborhood was paying 60$ month n that was including phone lines and Wi-Fi. I only had Wi-Fi and every month I was being hit with outrages charges and no bills coming in just charges off my credit cards. So the ************ shut down out of no where. And I called to discuss the charges and outrageous payments every month and no one was there to talk to me. I so I called the rolla ************* said there records show I was paying Salem $20.00 month. Now its 4 years later and I came across the invoices they sent me and went to the rolla office and they gave me a additttude n a false print out off my billing/ payments.also explained to me I was under the $20 month promo. And none of my invoices match there record that they poorly typed up.

  

  Business Response

  Date: 04/09/2024

  **************** is correct that she began service with us on a first year promotion of a $20 discount with a $10 discount for the second year. However, after several non-pay disconnects, the customer lost her promotional price in April of 2021 putting her at the everyday rate. Our ************* Manager attempted to reach **************** by phone to discuss this with her, but was unsuccessful and left a voicemail with a direct phone number to call us back. We encourage **************** to call us directly so that we can discuss this matter with her. Thank you!

• Initial Complaint

  Date:04/02/2024

  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.

  We have had problems with service on this company not providing the internet speeds they advertise and not correcting the problems with consistently dropping out we have made several attempts to get this resolved and they have not corrected the issue. We sit and watch our internet spin instead of useful time doing productive work or entertainment. We also purchased our own modem due to them telling us that they would charge us a fee for theirs. I am very disappointed in this company and would like my money refunded that I spent since I have never received the speeds promised.

  

  Business Response

  Date: 04/04/2024

  Following the receipt of the complaint, one of our technicians visited the residence and discovered that the customer had a modem that would not provide the speeds that they were paying for. As a result, ************** swapped out the customer's modem for one of ours and the speeds are now as they should be. The customer's account has been credited $16.38 for one week's service. We apologize for the inconvenience this issue was causing and appreciate the customer for bringing it to our attention. Thank you!

• Initial Complaint

  Date:03/31/2024

  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.

  For lack of better direction from anyone else, and me being restricted to Sparklight's internet service in my rural community, I've conceded to reaching out to your office.I reached out to Sparklight's customer service support online and created a ticket. From November 11, 2020 to May 7, 2021, I had created 9 tickets. I'd estimate 6 tech visits during that time period of which nothing proved to be wrong with my house cable wiring; and there was truly no more than a short-lived fix. Furthermore, it was in November 2020 (after I had been already having internet complications for nearly a year), that I had to purchase a monthly subscription to ******************* in which I've paid for still to this day (4 years!!) just to prove to my internet company that their service was unreliable. On April 7, 2021, after extensive research, I finally found a way to reach out to ***************************, who at that time was involved with Sparklight's corporate office. This provided temporary fixes only of which didn't last. I eventually was forced to file an FCC complaint in which they helped me speak with a knowledgeable person in *********************************. Unfortunately, it has been a back-and-forth battle with Sparklight representatives and only temporary fixes. Most recently Ive been communicating with ***************************** who also has failed to get back in contact with me after several attempts to reach out to him via E-mail. This service by my internet provider is intolerable. Ive been trying to work with them for nearly 4 years. Im never provided reliable internet and Im not provided the speeds Ive paid for for this whole time. Furthermore, I pay more money for a subscription service to MONITOR my internet companys poor service. Ive recently even upgraded and paid to switch to this Eero system as recommended by ****** and ultimately Im back at square one. Please help provide me some guidance on how to proceed from here to at the very least have this permanently resolved.

  

  Business Response

  Date: 04/08/2024

  Following the receipt of ************************ complaint, we have made multiple attempts between 04/01/2024 and 04/08/2024 to contact the customer. We have made several phone calls and have left voicemails with contact information. We also sent out a technician to ************************ residence to attempt to meet with the customer, but they were unable to make contact. Without being able to communicate with ******************** regarding the details of his complaint, we are unable to assist further. We have also verified with our tools that we are not seeing any issues at the customer's residence or with the customers in ************************ neighborhood. We encourage ******************** to give us a call back so that we can discuss his complaint with him. Thank you!

  Customer Answer

  Date: 04/08/2024

  Sparklight and I have discussed the case further and I forwarded some of my complications to them. For now, no resolution has resulted. They claim their monitoring shows no complications; meanwhile, my monitoring show consistent, reoccurring complications daily. *** discussed with them that *** walked outside to the cord that runs to my and directly wired into that coax cable as to verify that there is no hinderance stemming from my end. Ive utilized 5 different modem routers and got the Eero as was recommended by Sparklight a few months ago. Im convinced there is something being overlooked or missed on Sparklights side, but I dont believe its out of malice towards me. 
  

  in conclusion, both parties on this particular matter remain baffled. 

  

  Business Response

  Date: 04/09/2024

  As stated in our previous response, without being able to contact ******************** to discuss these issues further, we are unable to assist. We encourage ******************** to please give us a call back so that we can discuss this with him. Thank you.

  Customer Answer

  Date: 04/12/2024

  We have been in contact with a gentleman with Sparklight several times. Very courteous and professional. 
  

  However, due to the complicated, long-standing nature of the issues, I would at least want to delay further disposition on rejecting or accepting resolution as it is currently a work in progress. 

• Initial Complaint

  Date:03/30/2024

  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.

  This company has charged me so much money and I have NEVER received the services I have paid for. I paid for a step up package so that I would have reliable internet. Over one year I have had technicians out over ten times because my internet has NEVER WORKED. Im getting 51.6 MBPS DAILY!

  

  Business Response

  Date: 04/18/2024

  Following the receipt of **************** complaint, our **************** Manager and our Technical Operations Manager have been working with the customer to resolve the ongoing technical issues she is experiencing. In the meantime, we have applied credit in the amount of one month of service to **************** account. We sincerely apologize for the inconvenience this issue has caused and we appreciate ************ bringing it to our attention.