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:01/16/2024

  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.

  Ive had sparklight internet services for going on three years now. I have had constant issues with packet loss and lower speeds than I pay for. I have called no less than 50 times a year, or more to resolve said issues but never get anywhere. They have sent techs, advanced techs and maintenance personnel that fix the problem yet it still remains. I am in need of someone to hold them accountable for their actions. Thanks.

  

  Business Response

  Date: 01/24/2024

  Following the receipt of ****************** complaint, our maintenance technician visited the customer's residence on 01/22/2024 and found a line problem causing an issue with **************** signal and took steps to rectify the issue. **************** spouse, the account holder, was contacted on 01/22/2024 and was left a voicemail stating that we were looking into a BBB complaint from her address and were working to address the issue. We were able to contact ************** on 01/24/2024 to discuss his complaint and service issues and he was advised that we had adjusted his signal levels that were causing the issues. ************** stated that his services were working great over the past week and was very pleased the issue was addressed. We let ************** know that we will continue to monitor over the next week and apply credit once we ensure all the service issues have been rectified. ************* was provided our local supervisors phone number in case of any issues. The customer stated that he was pleased with the current outcome. We apologize for the inconvenience this issue has caused and we appreciate the customer for bringing it to our attention.

  Customer Answer

  Date: 01/24/2024

  
  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:01/13/2024

  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.

  1/12-1/13 - internet is out again. There have been intermittent issues for the past 3 weeks. We had this cycle start in August 2023 and last until November 2023. It is the same scenario. Internet is super slow, less than 2-3 MB and goes in and out. Then is cut off completely. They will restore when people complain enough for. Few hours and then cut it off again around 8-9 pm CST every single night. The internet is shut down every night even if we arent having issues during the day. The bad thing is when you call tech support they each have a different story or lie to tell. On 1/12 ******* told us people were out working on the issue and would be until late that night. I called this morning at 8:45 am and was told by **** no one had been working in our area yesterday, last night or earlier today. They were working in *********** first. Called tonight when someone shut off the internet at 8:31 pm and was told they had people who are trying to get work on it but roads are bad. Lie! Nothing on the roads and family drove in and back home to my house from 2 hours away. So pretty sure they could make it. This is the routine, not I call and complain, get called names and have been cussed at by employees and they will get it going for about 1-2 weeks with no issues. I dont want a credit. I want to give them money and they provide me with a service I PAID FOR!!! Quid pro quo. Nothing more nothing less.I have missed work and now homework due to this companys incompetence. I pay $127 per month to not have service.

  

  Business Response

  Date: 01/16/2024

  Following the receipt of **************************** complaint, our Field Technical Supervisor left a voicemail for ************************ regarding the issues addressed. Our Technical Support Supervisor was able to make contact with the customer and a technician was sent out to repair the issue causing the outage. ************************ confirmed that her service was working at the time of the call. A $20 credit has been applied to the account for the date of the outage. It has also been discovered that many of the ongoing issues ************************ is experiencing with her service are related to her customer-owned modem. We apologize for the inconvenience these issues have caused and appreciate the customer bringing it to our attention. Thank you!

• Initial Complaint

  Date:01/12/2024

  Type:Order 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 am not liable for this debt with HARGRAY COMMUNICATIONS I do not have a contract with *************************************** They did not provide me with the original contract as i requested

  

  Business Response

  Date: 01/16/2024

  Following the receipt of ************************ complaint, we spoke with our ********************** and were informed that the debt owed is from an account that ******************** had with ******* at her former address on ********************* in ********, **************. ******************** opened an account with Hargray on 04/22/2020 and the last payment was posted to the account on 11/29/2021. The account was disconnected on 02/01/2022 for nonpayment. Throughout the time the account was opened, there are several disconnects for failure to make payment. We encourage ******************** to contact us directly if there are any further questions regarding this account. Thank you!

• Initial Complaint

  Date:01/11/2024

  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 provider promises gigabit speed (1000Mbps) and is routinely throttling to less than 100Mbps and sometimes less than 50Mbps. If I am getting 1/10 or less of the service, I would like to pay 1/10 or less of the price.

  

  Business Response

  Date: 01/18/2024

  ************** contacted us on January 11th to schedule a trouble call on the 12th. ************** visited the residence on the 12th and found a plant related issue. Our advanced technician was contacted on the 12th and replaced two spans of damaged feeder the same day. The customer's speeds improved from under ***** to over 600Mg (wifi) after the repairs were made. ************** was contacted on January 15th to verify that his services were still working. ************** informed us that he was still seeing issues at a specific time of day. A service call was scheduled for January 18th and our Field Tech Supervisor met ************** at the residence. The drop and input lines were replaced as a precaution and the internet was tested hardwired with speeds over 900Mg. ************** stated that he is satisfied with the work that was done and will contact us if there are any future issues. We have issued a credit in the amount of two days of service to the customer's account. We apologize for the inconvenience this has caused and appreciate ************** for bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:01/07/2024

  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.

  Initially, I was offered a Sparklight new customer promotional price for 3 months of internet service. Timely monthly payments were made by me to Sparklight for internet service in May, June, July and August, 2023 as I paid my account with autopay on the website. When the 3-month promotional pricing period ended, I began shopping around for a more equitable service provider and when I found one, I called Sparklight customer service to cancel my service, on or about August 28, 2023. The customer service rep offered me the option of keeping the promotional price if I would not cancel service. I declined as I had already locked in my new service. She advised me the modem hardware needed to be returned, and it was picked up at my residence by a Sparklight employee within a week of cancellation. On 12/19/23, I received a collection agency notice on behalf of Sparklight for $155. I have had multiple conversations with the collection agency and with Sparklight customer service (and I use the term loosely) to inquire about the ******* of the collection notice but have not received a logical or justifiable explanation from anyone regarding the nature of these charges. Which clearly indicates to me that no legitimate reason exists. I wasnt born yesterday - this appears to be a financial sleight of hand, fraud, mismanagement, or all of the above.

  

  Business Response

  Date: 01/15/2024

  Following the receipt of ******************** complaint, the local office was able to recover the equipment and the $100 equipment charge was removed from the account. On January 8, ****, **************** paid the remaining $55 balance owed, bringing the account to a zero balance. Our ************* Service Supervisor has since spoken with **************** and she stated the the issue had been resolved to her satisfaction. We apologize for the inconvenience this caused and apppreciate **************** for bringing it to our attention. 

  Customer Answer

  Date: 02/08/2024

  Regarding complaint no. ********, please accept my thanks for handling this matter for me. While it is true that the matter has been resolved with Sparklight, I continue to receive collection notices from Credit ******************* for $155. Clearly, the collection agency has not been informed of the resolution of this account. *** made several calls to Sparklight asking them to inform their collection agency to cease and desist, but in light of my past experience with them, I feel this request is falling upon deaf ears. The bottom line is that Sparklight has not fully complied with their responsibility to close this account in a legitimate manner.

  

  Business Response

  Date: 02/09/2024

  Collections recalled this account from the collection agency on 1-10-24. We did confirm at that time with the agency this was not credit affecting. Our Collections Manager reached out to the agency again since receiving the rebuttal to verify the account was closed and no collection efforts have been made. The agency stated that this account shows closed as of 1/10/2024. The last conversation an agent had with the consumer was on 1/5/2024 in which the consumer disputed the charges. If they did receive a notice, it was sent out prior to the account being recalled. There has been no recent activity on this account since 1/10/2024.

• Initial Complaint

  Date:01/05/2024

  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.

  Sparklight showed a balance of $27.46 which they credited but still contacted a collection agency and the credit bureaus. They will not return calls, correct the problem, or update the credit bureaus.

  

  Business Response

  Date: 01/11/2024

  The account was sent to a collection agency on 8-22-22. The account was removed from the agency on 11-30-23. On 1-2-2024, it was confirmed with the collection agency that the account was closed down in their system. The agency also confirmed that it has been fully removed from the customers credit report. There hasnt been any collection efforts on this account since it has been closed down. When trying to contact the customer, the voicemail box was full and we were not able to leave a message. 

• Initial Complaint

  Date:01/05/2024

  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.

  Upon starting services with Sparklight (cable one), we were due to receive a service install. Minutes before the service call, we received a call from a number pretending they could not hear us - so on that call I made sure to advise I know this is sparklight and I know youre pretending we didnt receive this call so you do not have to show to the appointment, and sure enough that is what happened. I call immediately after, and am advised our appointment was just cancelled. It appears many others on BBB complained of the same situation and so I called the company and advised of what happened and asked can I do a self install. I did a self install, set everything up and was not refunded the install service, although no one showed up!!! Now, after being with Sparklight for a long while, my bill continuously keeps increasing and I am on autopay, but luckily I review the statements coming in. In December I was advised I missed a payment, yet my account is on auto pay and I called my bank and they also confirmed, they show no attempt from this merchant. I called Sparklight to get that straightened out and the following month the bill went back to normalnow this month my bill went up 10 dollars again and they cannot explain the reasoning and they get upset when I become irritated, due to explaining and dealing with these issues so much. I have NEVER left a review for a company before and this I felt was EXTREMELY needed at this *********** being allowed to rob people and stop allowing your customer service to treat people so poorly without understanding the cause of the situation.

  

  Business Response

  Date: 01/12/2024

  Mr. ***************************** was higher In November due to two late fees totaling $8 each and a payment processing fee of $10. Our **************** Representative waived these fees for the customer on November 29th after his payment was received. We have attempted to reach ******************** four times over the phone to discuss his complaint, but have been unsuccessful. We ask that he please give us a call back so that we can discuss the issues addressed in his complaint and offer a resolution. Thank you!

• Initial Complaint

  Date:12/31/2023

  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.

  Date of the transaction: Over 12 ******* Service Technician calls as well as at least 2 Dozen telephone calls over the past 1 1/2 years.The amount of money paid to the business: Rate is approximately $100-110 a month for the past 2 years What the business committed to provide you: 1GB download speeds consistently Whether or not the business has tried to resolve the problem: Yes. Either a service technician is here monthly or I am calling for a Supervisor that hasn't been able to resolve the issue Account/Order #: ****** If the issue involves advertising, when and where the ad was seen or heard: fidelitycommunications.com.

  

  Business Response

  Date: 01/10/2024

  Following the receipt of ********************** complaint, we sent a leader onsite to re-wire the residence from tap to CPE. The drop network is at 100%. We also proactively credited 1 month of service and repackaged the customer into the lower 1 gig price plan. Currently, we are working to stabilize the ***** in the area.It is impacting both ******** 23 & 23B. We have replaced the node, optical transmitter, and temped multiple spans of hardline that were faulty. We have worked to gain access to all rear easement amps to fully sweep the node, but we still have some that we have been unable to access and are working. We are maintaining leader communication with the customer until the issue is fully resolved. We apologize for the inconvenience this issue has caused and we appreciate ****************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/10/2024

  
  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:12/26/2023

  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 tried several times to contact technical support, finally I talk to someone and is in most cases when you contact customer service it is like talking to a wall. Their technical support people are so ignorant they have no clue what to do or to correct a issue. I received a automated message that there was issues in my area. I am having issues getting into some very important websites. He knew absolutely nothing. He even told me he did not know anything. So now here I sit needing to use the internet and I am unable to because of the Three Stooges Technical staff with this company. It is absolutely pathetic. Their knowledge of their services is so low. If I had to grade their technical support staff a F would be too good of a grade. I want these issues fixed and my bill credited for the time that I could not use a service I pay for. I also want to be contacted before they send a technician to my home. This is not the first time I have had to file a complaint with the BBB. I do not want to do this but with this company it is the only way I am able to resolve any issues. In the past they send a technician to my home unannounced another huge problem this company has. I hope we can get issues resolved soon or I am going to have more financial burden due to the fact that I am unable to use my internet the way I should be. Also it took me four phone calls just to talk to anyone. I must say this is extremely frustrating.

  

  Business Response

  Date: 01/09/2024

  Following the receipt of ****************** complaint, a service issue in the customer's area was discovered. Our Technical Operations Manager reached out to our Advanced Technician who discovered that a squirrel had chewed through the line and a corroded connector needed replaced. Once this repair was made, the issue was resolved. Based on this issue, we have credited ****************** account in the amount of $128.93 for 18 days of cable and internet issues. ************** has also been given our **************** Manager's direct line in case he has any further issues. We apologize for the inconvenience this has caused and appreciate ************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/09/2024

  
  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:12/21/2023

  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.

  Since August 2023 have had multiple issues with service. This is the only cable provider in the ***************** speeds of 940mbps downloads and 50 uploads. Company is not able to fulfill this speed yet continues to charge the price of these speeds. Have had numerous techs and spent several hours on the phone and still no resolution. Only thing that has been done is a 20 credit one time for unconvinced. Company insists that nothing is wrong. Tech came out last time seen the fluctuations of speed in service and instability. Stated thats common for everyone. Attempted to reach a supervisor and told to speak with local office. Multiple times have not been called back.

  

  Business Response

  Date: 01/12/2024

  At the time that ******************' submitted his complaint, our Advanced Technician was in the process of sweeping and balancing the node. We have contacted ****************** to follow up on the issues addressed in his complaint and he stated that the issues have been resolved. We apologize for the inconvenience this has caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/12/2024

  The issue is now resolve but how is the company going to handle the billing discrepancy since August and the multiple outages and calls and service visits.  Receiving a 20 credit does not seem sufficient for the multiple days and hours we were with out service and the time we had to wait to even get techs to come out it would take most of the time a week from the time we would call and the customer service acted like it really wasn't there problem and didn't do much to help either.  Also never received one call back from a supervisor and the call center supervisor stated he would handle it personally and did not speak with him after the initial call either.  No accountability is taken by this company.  It should be notated on their BBB account.  For other consumers to be able to review.  

  

  Business Response

  Date: 01/17/2024

  We have applied a credit in the amount of two months of service to ******************' account. We have attempted to contact ****************** to discuss this with him, but have been unsuccessful. We consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 01/24/2024

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