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

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  319 College St Columbus, MS 39701

  
• 

  Sparklight

  2005 S Main St Roswell, NM 88203

  
• 

  Sparklight

  7501 Nita Pl NE Rio Rancho, NM 87144

  

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:02/23/2024

  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 signed up and used sparklight internet services. I signed up through the acp program to help and assist paying my bill. I was moving and tried to shut my account off and they told me I couldnt shut it off. This continued I called several times trying to fix the issue. They told me I could not shut it off. I moved officially around Halloween and used other internet services and found out that sparklight would not shut me off because they were continuing to receive my acp discount. My bill is like $600 and I didnt live there to enjoy the service at all. Sparklight is taking advantage of the poor and the government by claiming this discount and not allowing you to sign out of their service

  

  Business Response

  Date: 02/28/2024

  Upon receipt of ****************** complaint, one of our associates made several attempts to contact the customer. On 02/28/2024, we were able to reach ************** and it was explained to her by our associate that we had not received a payment from her since August 2023. Our associate attempted to let ************** know that as a courtesy, we are removing all charges between the dates of 10/26/2023 and 12/29/2023, however, the call ended abruptly. An amount of $299.80 has been credited to the customers account.  If ************** returns the modem, an additional $100.00 will be credited to the account. We encourage ************** to contact us directly if she has any further questions. Thank you!

• Initial Complaint

  Date:02/20/2024

  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.

  Internet speed is always low..no matter how many times a tech shows up nothing gets fixed. The last time a tech was out here which is today 2/20/24 He started getting loud and arguing with my wife and I. Upon telling him the speed is still slow. We have called sparklight over 15 times now. All we get is the run around

  

  Business Response

  Date: 02/28/2024

  Following the receipt of *************************** complaint, it was discovered that the customer was experiencing issues with slow speeds on a couple of his devices. We have since corrected the issue by installing a different cable modem that we are able to manually adjust WiFi channels on. Speeds have been verified and a $25 credit has been issued to the customers account. We apologize for the inconvenience that ************** experienced and appreciate him for bringing it to our attention. Thank you!

• Initial Complaint

  Date:02/14/2024

  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.

  Account# ********* Current monthly charge $77.50 Old monthly charge $67.50 Consistent Wi-Fi disruptions I have tired to contact the business on several occasions. Getting through to a someone the week of 2/5/2024. I first asked about the $10 price increase and I was told that is just the price. Then I asked why my service has been interrupted more now that the price has increased. I could not get an answer to that question. I can understand prices going up. What I can't understand is how a price can go up and the service go down? I wish there was a better option in my area for Wi-Fi. Maybe Sparklight knows this and is taking advantage of it's current customers?

  

  Business Response

  Date: 02/21/2024

  Following the receipt of **************** complaint, our team attempted to contact the customer via **********************, but were unable to reach him and left a voice message. We reviewed **************** service and found that an RX and ** were out of specifications and a technician was sent to the residence in an attempt to resolve the service issues. ************** was unable to contact ************ or gain access to his yard, however, he was able to place a splitter on the drop cable to improve signal levels. We attempted to contact ************ again today, but had to leave another voice message. We will continue to monitor the system and correct the issue upon identification. We encourage ************ to return our call so that we can schedule a visit to assist in resolving this issue. Thank you!

• Initial Complaint

  Date:02/09/2024

  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 been in business with this company for several months. They are outrageously priced and there provided service only works maybe 50% of the time. In the months I've used them I've had to have technicians at the house several times. I've also had to call them about once or twice a week because there service goes down. Today alone they have dropped service 5x in the last hour. This business is charging a very high premium for a service that is extremely sub-par.

  

  Business Response

  Date: 02/12/2024

  Following the receipt of Mr. ******** complaint, our ************* Manager looked into the issue and discovered that the issues the customer was experiencing were a result of a problem with the node that our Tech Support were able to repair over the weekend. Mr. ****** was contacted today and confirmed that his services are now working as they should. We are crediting Mr. ******** account in the amount of $112 for one month of service. We sincerely apologize for the inconvenience and appreciate Mr. ****** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:02/08/2024

  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.

  In October of 2023, we moved. As with all of our other utilities, we called Sparklight and had our service disconnected. A couple of days later we dropped off the modem at the location we were told to, and we thought that was the end of the story...which of course it SHOULD HAVE BEEN. However, much to our astonishment, we received a bill the following month. I was NOT HAPPY when I called the company to complain, but I was assured that they would fix the mistake and issue me a refund. The rep told me it would be taken care of and we'd receive the approximately $80 refund within a few weeks. Nothing more was heard from them until just a couple of weeks ago when we suddenly received an email stating that OUR ACCOUNT WAS PAST DUE AND WE OWE OVER $300!!!!! I don't know if I've ever been that frustrated when calling up a company, but the lady on the phone told me that she would contact her supervisor and they would look into it and get back to me. NO CALL BACK. I CALLED AGAIN. This time I spoke to a very nice man who seemed truly sorry and expressed that he wanted to help make the situation better. I finally felt like maybe we were getting somewhere. He said that AS WE SPOKE he was emailing the supervisor (can't remember the title) at the office in ********** and that he would MAKE SURE I RECEIVED A CALL BACK BY THE END OF THE DAY.......NO CALL BACK AGAIN. I asked if I could call the ********** office myself directly, and he said, no, we can only call the customer service line and they have to email them. I FULLY EXPECTED A REPLY, BUT AGAIN.........NO CALL BACK!!!!!! I have never in my life felt so frustrated with a company. I found the phone number for the headquarters here on the BBB website and called this morning, and somehow I was actually put through to a supervisor named ****** in ******, Missouri. She seems very sincere in her desire to help, and if the situation is resolved in a timely manner like she assured me it would be, I will gladly remove this complaint.

  

  Business Response

  Date: 02/12/2024

  Following the receipt of **************** complaint, our **************** Manager was made aware of the issue and credited 3 months of modem service back to **************** account. We sincerely apologize for the inconvenience that this mistake caused and appreciate ************ for bringing it to our attention. Thank you!

• Initial Complaint

  Date:02/05/2024

  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 previously had service from Sparklight at an address in ****************, ** from 2021 to October 2023. After canceling said service because I was moving, I was instructed by their associate on the phone to mail my rented modem to the corporate address in ********. A week later I saw that a 150 dollar charge was added to my final amount owed. I called customer service again, explained what had occurred, and was told they would check the call logs to confirm that I was told to send it to said address. After they confirmed it they stated that the charge would be removed and cancelled in regards to my account and I could pay the remaining balance which I did.3 months later (January ****) I received a letter in the mail from a debt collector for that modem charge from Sparklight stating that I still owe for that modem. No warnings, no calls, and a blatant lie from Sparklight saying that charge would be remove from my account results in this going to collections. Furthermore upon calling back the Sparklight customer service line 3 times I have yet to be told they'd honor removing the charge like they previously said, received any confirmation that they received said modem (which is all that they'll agree to do) or would rectify this situation with the debt collector.Three times I've called in the span of three weeks and three times I've been told "we'll get right back to you." and "it takes 72 hours for them to locate said modem, they'll let us know." so obviously the Sparklight corporate office has no idea how debt collection works and the effects of having an outstanding balance owed and unpaid on my personal credit number.This has been an extremely unfair and horrendous experience with this company with no accountability on their end.

  

  Business Response

  Date: 02/07/2024

  Following the receipt of the complaint, our ****************** Specialist listened to the phone call made by the customer on 10/06/2023 and discovered that our representative gave the wrong address for the customer to mail their modem. Due to this mistake, we have issued an adjustment to close out the account and the amount has been recalled with the collections agency as well. We sincerely apologize for the misinformation that was given and appreciate it being brought to our attention. Thank you!

  Customer Answer

  Date: 02/07/2024

  
  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:01/26/2024

  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.

  Called because my speed test was very low. Was told by agent that she saw issues on their side and was going to have the local office watch was was happening to get me an immediate appointment. Said she would call me in 8 minutes. 3 hours later no call so I called back This agent told me back saw no issues and since I owned by router the tech person could not touch my router and if it was not the internet I would have to pay $39 plus. I told her I did not care as I had lost a day of production due the the speed issues. I was upset because one agent tells me she can see an issue on their part and the next agent tells me they do not Sparklight does not care about their customers.

  

  Business Response

  Date: 02/19/2024

  After speaking with ****************, it appears that the problem may have been with the change in her employer's VPN. **************** refused a follow up trouble call and instructed us that she would reach out if she needed any further assistance. We consider this issue to be resolved unless we hear otherwise from ****************. Thank you!

• Initial Complaint

  Date:01/22/2024

  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.

  Fidelity allowed someone to remove a discount on my account, which then in turn led to my identity used to open an account with another **********************. Fidelity did not verify information or notify me when this change to my account occurred resulting in additional charges. $31 is allegedly coming off the next bill, but I had to pay an excess of $20 because no one caught it (because I had no idea until I went to pay my bill early). Had I been notified immediately on Dec 16th I could have told them I didn't authorize this change and no additional charges would have happened and my identity would not have been stolen, which at this point has cost me over $300 as I have been instructed by law enforcement to get a new passport and driver's license. Plus I had to pull all my credit reports. All because Fidelity has no procedure to prevent this from happening and failed to notify **** mean, they are a phone company... they can see what number I am calling from! They should know it wasn't my number!

  

  Business Response

  Date: 01/31/2024

  ******************** *** benefit was removed on 12/18/2023 due to the customer transferring the benefit to another provider. An email was sent notifying **************** of this on 12/19/2023. **************** was signed back up for the *** benefit on 12/29/2023. Her billed amount was $21 for the time period that the *** discount had been removed. We have attempted to contact **************** by telephone multiple times but have been unsuccessful in reaching her and we are unable to leave a voicemail due to there being no voicemail/answering device set up. We encourage **************** to give us a call directly so that we can assist her with this issue. Thank you!

• Initial Complaint

  Date:01/18/2024

  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.

  Our internet service was spark light. We continuously had drops on our network. We were constantly kicked off what device we were using. So we switched. We had the new internet up within a day or 2 of canceling service with spark light. Sparklight was gonna send someone right out to disconnect. That never happened.Fast forward a few months and I get a bill. I was confused so I called sparklight to verify their mistake. They said my services werent cancelled and I owe them. I said no way, I cancelled it. Sparklight said they only have the one phone call from me. I said thats their fault, not mine. Come get your equipment or Im charging to hold it. I have records of when I switched providers. Why would I need 2??? They are stating I owe them for $255. Not a big deal. Shouldnt have to pay it. But well see.My problem is; they sold my account to a debt collector! Im a business owner. My credit score is a huge factor in my life. This cannot impact me! Im trying to buy a house, and get a business loan. This is gonna destroy me. Help me please!!I just want it all to go away. Im gonna seek legal advice if this impacts my credit score.

  

  Business Response

  Date: 01/19/2024

  Following the receipt of ********************** complaint, our **************** Manager contacted the former customer and it was discovered that we made a mistake in not changing the account to a disconnect status. ****************** provided proof of switching to a new provider, so his remaining balance has been cleared and the account has been removed from collections. We sincerely apologize for this mistake and appreciate ****************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/19/2024

  
  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:01/17/2024

  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.

  Im not liable for this debt with 11 Cable one DBA Sparklight i dont not have a contract with this collection agency. They did not provide me with the original contract as requested. I demand that this account be removed from my credit report

  

  Business Response

  Date: 01/19/2024

  Following the receipt of ************************** complaint, our **************** Manager looked into the issue. We have two accounts listed for **********************, one of which was disconnected in ************************************** 2022. The first account had an unpaid balance of $234.92, which was forgiven and removed from collections. The second account had an ending balance of $384.14 after four months of nonpayment. This final balance includes an unreturned equipment charge of $100 that can be credited to the remaining balance if the equipment is returned. Unfortunately, the telephone number listed in the complaint as well as on the accounts for ********************** is not a working phone number and we have not been able to reach her. We encourage ********************** to reach out to us directly so that we can assist her with any further questions she may have. Thank you!