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

  313 N Williamson Ave Winslow, AZ 86047-3722

  
• 

  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  
• 

  Sparklight

  401 Baylor St Texarkana, TX 75501-3270

  

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:03/29/2024

  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.

  Recently had Sparklight out to fix high latency issues on my connection. When this would happen I would see t3,t4 and loss of sync failures every minute or sometimes twice a minute with a huge latency spike. This issue returned this morning along with a loss of connectivity. I have ruled out any issues inside of my home and technicians have tested the outside line on my property along with various fixes over the last 7 year span of my reporting on connectivity issues. I just simply want these issues resolved so that I can actually enough the "gamer streamer" package I was sold.

  

  Business Response

  Date: 04/23/2024

  Following the receipt of ****************** complaint, our Field Technical Supervisor called and spoke with the customer on April 19th, 2024. One of our technicians went out to the residence and replaced some damaged equipment on April 17, ************************************************************************ ************** stated that he hasn't had any time outs or packet loss following the repairs. We apologize for the inconvenience that this caused and encourage ************** to contact us directly should he have any issues in the future. Thank you!

• Initial Complaint

  Date:03/28/2024

  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.

  Cable America is the primary ISP in the area. Since moving to my current location the internet has been subpar at best. Calling to get someone to come and fix the problem falls on deaf ears. I get told multiple times that a technician would be out to fix the problem. The technician shows up identifies the problem, tells me they cant fix it and leaves. I have called multiple times only to be told on several occasions that its basically not the problem. On top of the lack of service that is being provided I also pay ****** a month for the best internet available and I am provided with the crappiest service.

  

  Business Response

  Date: 04/05/2024

  Following the receipt of **************** complaint, our ********************* Representative has attempted to contact the customer several times to discuss the issues referenced in his complaint, but has been unsuccessful. We have applied a month's worth of credit to **************** account. Should he continue to have issues, we encourage him to give us a call back so that we can assist further. Thank you!

• Initial Complaint

  Date:03/20/2024

  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.

  I have a Sparklight residential account I want a second service at another house. Sparklight quoted me $80 dollars for their 1Gig service, I was told that the installation was previously installed at the residence where I wanted service so no install tech is needed since I am using my own hardware. When we get to the point I want to use an EIN instead of an SSN they transfer me to the Business unit. The Business unit only has one option. The 1 ************ and it is 119. I spoke with Two different ****** from the Business line. Neither of which could explain to me the differences between a residential service or a ***************** I asked each time to be transferred to the feedback survey and was hung up on both times. I called back and asked for a supervisor and was told I had to give all details before a supervisor would talk to me. 46 minutes later I was told I didn't qualify to talk to a supervisor. I asked for a corporate number to call and was told by each employee there isn't one. It is *************.Things that should be clear to the public are not. Things that their employees should be able to explain as basic paramaters of the services they offer they cannot explain. If two services cannot be explained as different other than the price then everyone on the higher price is being gauged for a service that they are not getting or could get if they choose to not use it as a business. Just because I can write off the expense at the end of the year does not mean I want to pay you more for it. I did refuse to buy the service. But I think they should be investigated for price fixing and should be able to explain their services to every consumer. It should not be so hard. Century link had no problem explaining it and had the same pricing for both residential and business. Just made it easy.

  

  Business Response

  Date: 03/27/2024

  Following the receipt of ****************** complaint, our sales manager called and spoke to the customer to explain the differences between our residential and business accounts. Our customer service associates have also been provided additional training regarding the differences in order to provide a more thorough explanation to customers in the future. We apologize for the miscommunication and appreciate ************** for bringing it to our attention. We encourage ************** to contact us directly should he have any further questions or concerns. Thank you! 

• Initial Complaint

  Date:03/16/2024

  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 had Sparklight internet for a couple of years now and it consistently goes out at all hours of the day, multiple times a day. It was for this exact reason that we changed ISP's many years ago, it is absolutely amazing that 8+ years later these problems STILL exist.

  

  Business Response

  Date: 03/18/2024

  Because the customer has not provided an address and we are unable to locate an account with the name or phone number provided, we need additional information to assist in resolving the issues. Please provide us with full contact information so that we can assist further. Thank you.

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Received my *********************** dated 2/15/2024 on February 19 in the afternoon mail. The bill was to cover February 16 through March 15 and is due in advance. The following morning I went to their office in Bluffton and returned the router, cable wire, and remote to cancel the service, only choosing to keep the internet. The office was staffed by a young lady and a young man and both were very nice and accomodating. I was told I would owe $49.75 which I was asked to mail since they did not accept payments at that location. I paid this from my ***** ***** account to ******* on February 23. Yesterday I got notice I owe the $257.84 for that month and $47 plus for the coming month. Upon calling I was told I am being charged for the entire month although I had no service Failure to pay for service I never received will result in my being turned over to collections on March 26 and loss of my internet services. I have lost service numerous times in the past 4 years with ******* but never received a credit from them. This seems unreasonable to pay for a service you did not receive for a bill you get 4 days after it becomes due. I am happy to pay the 4-5 days ******* billed me for the time it took to cancel my service but am told they do not prorate a month. My question is this? Why was I told by the young lady I owed only for internet rather than the entire amount. Had she done so I would have kept the service for the remaining days since I have to pay for it anyway. I have tried to contact a Supervisor at ******* to no avail. My calls go only to their support staff who simply state we can do nothing but have someone call you. I do wish to keep the internet service (since we are help captive by ******* due to location) but feel I am being treated unfairly by threats of collection agencies and loss of service. All I ask is a reasonable solution. As I stated, I am happy to pay for services used, but do not think I should pay for services never received. Please help!.

  

  Business Response

  Date: 05/01/2024

  According to our **************** Manager, this issue was resolved on March 19th. **************** was given a credit in the amount of $145 for his TV service. We are not sure why this was sent to us more than a month after it was filed. Please let us know if there is anything more that you need from us to close out this complaint. Thank you!

  Customer Answer

  Date: 05/08/2024

  *** ****** ******************
  May 6, 2024, 5:09 PM (2 days ago)
  to me
  
  This has been resolved. Thank you! 
  

  
  

  

  Business Response

  Date: 05/08/2024

  Mr. ****** states in his response that it has been resolved. 

• Initial Complaint

  Date:03/11/2024

  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.

  For at least a couple of weeks now i have been unable to enjoy watching my regular programming on channel 1005 due to the the channel getting very distorted. This has been an ongoing issue for awhile now. I have called Sparklight and every person i talk to tells me something different about the issue. Tonight 3-11-24 i was told by a rep that the problem is with the broadcasting station. i pay pay a high monthly bill for my cable TV service, and i cannot even enjoy watching TV. I have been issued small credits on my account for this ongoing problem which i am NOT happy with considering the price i pay each month. As i write this letter, EVERY CHANNEL is now distorted so to tell me its only one station is false. I want a month of FREE SERVICE because i am not paying for cable TV when i cannot watch it.

  

  Business Response

  Date: 03/18/2024

  Following the receipt of ******************' complaint, the customer was called on March 14, 2024. ****************** stated that she was having issues with multiple channels on March 11th, but that she hadn't had any issues since that date. We offered to send a technician out to the residence, but ****************** declined. ****************** was issued a $10 courtesy credit for the issues she was experiencing. Without being able to enter the home to check what could be possibly causing the issues, there is nothing further that we can do to assist. We apologize for the inconvenience caused by this issue and appreciate ****************** for bringing it to our attention. We encourage her to schedule a trouble call with our technicians should she continue to have this issue in the future. Thank you!

  Customer Answer

  Date: 03/18/2024

  My last communication with ****************** 3-14-24 he DID NOT offer to send a tech out so to say i declined is a lie!  As i stated in my complaint this issue i was having with the ** channel was an on going issue for at least a couple of weeks and i was unable to watch my regular programming.   My complaint still stands and i will NOT settle for  just a $10 credit for a half a month of not being able to watch my regular programming  without interruption to my ** service.  I told ****************** at the very least the owe me a half month of payment.    I will settle for nothing less.   If Sparklight refuses to to make this right and with my request  then i demand a personal phone call from the *** of Sparklight.  I can be reached at ************ Or ************  

  

  Business Response

  Date: 03/20/2024

  Following the receipt of ******************' rebuttal, we have agreed to apply a one-time credit in the amount of $80 in addition to the $10 credit that was applied last week. This will more than satisfy ******************' request for half a month's credit. Thank you.

  Customer Answer

  Date: 03/21/2024

  
  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:03/11/2024

  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 been dealing with connection issues for the past month again and have called no less than three times in the past 2 weeks to get the issue resolved only for it to still be on going and getting blatant lies from the company. The connection issues have been found out to be on Sparklight and is in the line on their side. Today on 3/11/2024 I have had to power cycle my modem at 11:41 a.m, 12:15p.m, 1:30p.m just to get connection back to the internet because I will randomly disconnect. This has been an everyday occurrence anymore along with not receiving the speeds that are being advertised for my plan. My plan is supposed to be 1000mbps download and I am lucky to get 850mbps on a good day on a hardwired desktop. The fact that when I call in and I am told I will receive a call back it never happens and is becoming more and more frustrating. I was told that a lineman had resolved the issue on 3/5/2024 which was a lie due to the fact the lineman was seen on 3/6/2024 and the issue is still prevalent to this day as of 3/11/2024. The town doesn't have other options aside from Sparklight for highspeed internet so its the reason the company is able to get away with the neglect of their equipment while still charging an absurd price for their product that they don't deliver.

  

  Business Response

  Date: 03/22/2024

  Following the receipt of ****************** complaint, a crack was found in the cable feeding the customer's home. The crack was repaired and ************** was contacted. We will also check in with ************** to make sure that his service is working properly. We apologize for the inconvenience that this issue has caused and appreciate ************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 03/25/2024

  The issues at hand have not been resolved, the disconnects are still happening after the tech had tried to fix the issues. On 3/23/24 @11:57p.m services had dropped so the modem had to be power cycled to get the internet back and connection was restored around 12:10a.m. Today on 3/25/24 services have been down since the modem was power cycled to try and restore connection at 11:36a.m but the internet connection had been down since around 9 a.m.

  

  Business Response

  Date: 04/01/2024

  According to follow-up correspondence with **************, the customer has had no issues with his service over the weekend or the last part of last week and will be picking up a spare modem tomorrow. We encourage ************** to contact us directly should he have any future issues. Thank you!

   

   

  Customer Answer

  Date: 04/03/2024

  
  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:03/10/2024

  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.

  I have had consistent issues with my internet. New **** communications/Sparklight is infamous in ******, ******* for terrible quality and service. I have contacted support before and usually dont get a call at all when they are there to do service (in an unreasonable 8 hour window) when I ask to be called *********************************************** another town. The internet flickers in and out at times. I pay for 300mbps and have trouble streaming on more than one device. The most recent time, my girlfriend was home until 4:30 and nobody had come to look at the service, but when I got home after there was a paper on the ground that did not have a time, technician name, or any listed repairs made. I also did not receive a call before this person showed up. The support line is always kind and helpful, but there seems to be a breakdown somewhere between the technicians and their over all infrastructure.

  

  Business Response

  Date: 03/14/2024

  Following the receipt of ****************** complaint, one of our area supervisors and technicians were sent to the residence to troubleshoot the reported issues. Our technicians determined that the slow speeds were a result of the customer owned modem. The modem was only reporting 70mb of the 300 M speeds that ************** pays for. ************** agreed to rent a Sparklight modem, which resolved the issue. Speeds were verified to above the 300 M plan following the replacement. Our area supervisor will continue to monitor ****************** service and will follow up with the customer. We apologize for the inconvenience this caused and appreciate ************** bringing it to our attention. Thank you!

   

   

  Customer Answer

  Date: 03/14/2024

  
  Better Business Bureau:
  
  The businesses' response is accurate. My internet is working properly now and I appreciate them coming out. Please consider this matter resolved 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/08/2024

  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.

  On 12/23 we applied for Sparklight **************** online and also for the ***(affordable connectivity program) and were approved that same day for ***. It was inputted into Sparklights system and after several tries ( as their website kept messing up) we set up a date to have internet installed at our address on 12/29/2023. No one showed up on this date to install the internet and when we called we found that they didnt even have a record of the ***** payment we made for service installation. We had to get proof from the bank and send it to them in order to set up a new installation date on Jan 5 2024. What we did not know was that they had cancelled the *** because they never showed up. This is what we were told directly from ***. We have called several times and they keep saying they cant apply the *** anymore because its ending. This is a mistake on THEIR END! They canceled it, we did not and now we have had to pay a full months fee and now owe for two additional full months. They refuse to credit the 3 months *** of ***** they owe us plus put it on the account as it already was before they messed it up. They also inputted my email in wrong so it had to be corrected before receiving any emails from them. This whole experience has been a nightmare. Attached is proof of ***** payment that went through the bank on 12/26 for the initial setup fee ( installation on 12/29), that they never showed up for. Also the one payment made and the email showing approval from *** on 12/23. Need resolved ASAP as they are threatening to cut off service without ****** payment.

  

  Business Response

  Date: 03/14/2024

  Upon account review, ************** completed a web sale on 12/23/2024, however, this order was cancelled before installation. ************** called back in inquiring about her order. At this time, we created a new account. On 12/29/2024, during the cadence of *** clean up reports, ************** was on the list due to the first account being cancelled/disconnected. At that time, ************** was unenrolled from our side, which in turn, unenrolled her from ********************* called our customer support on 2/22/2024 to inquire about her *** benefit. At that time, we informed her it was past the government cutoff date of 2/7/2024 and we were unable to apply the benefit on the account. The $30.00 payment that ************** is referring to was on the account that was originally created. We have moved the $30.00 to the correct account. We also have waived all of the collection fees in the amount of $30.00, as a result of this error. In addition, we have applied a $90.00 courtesy credit to offset the loss of the *** benefit for ******** February, and March 2024 as the *** program is ending in April 2024. On 03/062024, ****************** account balance was $133.52. This included the previous balance on the account of $61.55, $22.00 in collection fees, and $49.97 for the current month of service. After applying the courtesy credits to ****************** account, the amount has been reduced and a credit of  $16.48 will roll over to  the April 2024 invoice. Our Lead Customer Supervisor attempted to reach ************** via phone call but was unable to reach her. A detailed voicemail was left with a number to a direct line to connect with the Lead Customer Supervisor. 

• Initial Complaint

  Date:03/07/2024

  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 February 14, 2024.(during the hour of my husband's death, I attempted to make my Cable payment of $78.53. I accidentally entered $785.33. I made a claim a few days later. I was also charged $30.00 for insufficient funds. I was told that I would definitely get my money by March 5, 2024. I made a call for update on March 6, 2024 and was told that the request was never made. I was told that I would get my money in 4-6 weeks. I informed her that it only took 1 minute to take the money out and that it should not take 4-6 weeks to put it back. I think this is horrible customer service. I need my money NOW.

  

  Business Response

  Date: 03/15/2024

  Following the receipt of ******************** complaint, we verified that the customer was given incorrect information by an associate.  A manual refund is generally sent out within 7- 10 business days. ******************** refund check was sent out last week, around March 8th. We have called and left a message to inform the customer of this. **************** should have received her check by now, but we encourage her to call us directly if she has any issues. We apologize for the inconvenience. Thank you!