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

  
• 

  Cable One

  618 N Main St Altus, OK 73521-3112

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  Cable One

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2023

  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.

  Switched ISPs four months ago, away from Sparklight. A week after canceling service I got an email asking me to come back, I attempted to unsubscribe, but the link in the mail was broken, so I contacted Sparklight support, who assured me I would be removed from their mailing list.Kept receiving emails over next few weeks(unsubscribe link ALWAYS broken).I called again a month later, they assured me, that this time, I WOULD be removed.Still kept getting emails, and still keep getting emails now, four months on.Link to stop them is ALWAYS broken.I switched service because of their pricing, higher pings, and slower average speed, I ain't EVER going back to them, and only had them in the first place because of their monopoly on my neighborhood (which ended about four months ago).They are a disingenuous company, that will lie to customers, and spam people relentlessly with add emails not allowing you to unsubscribe.

  

  Business Response

  Date: 11/13/2023

  Following the receipt of ****************** complaint, our ****************** Specialist opted the former customer out of all mailings effective November 10, 2023. We apologize for the inconvenience this caused and appreciate ************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 11/13/2023

  
  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:11/06/2023

  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 ticket issue with Hargray with # *******. I have two unburied cables I have been trying to get buried for the last eight months. I 've talked to many technicians on the phone and even supervisor named *******. ******* has told me she has little wiggle run and not much she can do about the issue. I'm continuing receiving the run around about the burying of these cables. I have one cable wrapped around my mailbox and another cable on the left side of my house. I'm just asking for these cables to buried because, its been to long for them not to be buired.

  

  Business Response

  Date: 11/16/2023

  Following the receipt of ****************' complaint, our contractor went out to the customer's residence and buried the ***********************. We sincerely apologize for the delay in getting this resolved and we appreciate **************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 11/16/2023

  I appreciate ******* burying the one of the lines on the side of my house but, I still need the line buried that's in front of mail box.

  

  Business Response

  Date: 11/17/2023

  The drop going to ****************' residence has been buried. The drop **************** is referring to is connected to another home in his neighborhood and is scheduled to be buried as soon as possible. We apologize for the inconvenience this causes and we are working as quickly as we can to get this taken care of with the holidays soon approaching. Thank you! 

• Initial Complaint

  Date:11/06/2023

  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 receive internet from Cable America, part of the SparkLight organization. We have always had issues with connection reliability since we signed up in November 2019, but since 9/30/2023 our internet is down more than it is working. I have made numerous calls to their tech support located in *******, spoke with the office at ****, ** and ***************, **, had local technicians come out and troubleshoot at our home, spoken with the field supervisor, *****, and previously with *************************, the previous district manager out of the **************** office.We pay $127 per month for internet service at ***** Mbps (1 Gig) and we do not receive anything close to that. Additionally, our modem continually gets dropped from the link and our area has been out every day since 9/30/2023 intermittently, lasting upwards of 18 hours in one day. We have filed FCC complains and complained numerous times to the local offices and tech support. However, NOTHING is being done to rectify this problem.Their tagline is the "fastest, most reliable internet connection" which is patently untrue and completely ridiculous to keep saying when they cannot provide even consistent internet connection in Linn, *********** and *******, **. Internet is now a utility that is a requirement to live and work in today's world. I work from home, my meetings have been interrupted, I have lost vacation hours having to take off due to no connection, and have actually received a write-up due to poor internet connection. Working at the office is not an option as they have the same provider and it drops frequently there as well. I am tired of complaining and I don't want to have to speak with someone at the tech center, especially on a DAILY basis. Just called in due to being out since 11:00 AM - ***** with the tech center said they didn't go out Friday like they were supposed to and the fiber lines are down (have been down for the past 2 weeks).

  

  Business Response

  Date: 11/14/2023

  Following the receipt of **************************** complaint, one of our technicians was sent out to the customer's residence on November 9, 2023. During this visit, a load balancing issue was corrected and we did not observe any drops in service over the weekend. Our Technical Operations Manager called ************************ on November 13, 2023 and confirmed that she hadn't experienced any further issues. We sincerely apologize for the inconvenience this issue caused and appreciate ************************ bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:10/28/2023

  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 had is***s with Sparklight speed since I started their service. I pay $70 mo for 100. I only use a tv, cell ph and my laptop and security system. No reason at all that I should have is***s getting enough speed through. They have always told me there is nothing wrong on their end. Ive had to live with buffering etc. Now its running so slow that I can see bad pixilation and sound doesnt match picture. Agent said it will take a week to get someone out to my home?? I live alone. My security system uses the internet. Im loosing wages as I cant work, and I have to pay for this service??Why dont they have emergency crews for after hrs or wkends? Lost wages is bad, but lost security?? That should never be allowed!!! Believe me, I will *** them if I get robbed, broke into or physically hurt. Im furious!! The agent said they are not throttling back flow but Ill bet you anything that as soon as Nov 1st gets here the internet will be a bit faster. Even tho it buffered a lot I could still watch it. Agent lied to me when he said Sparklight does not throttle back. They do and it says it in the contract. Why are they throttling mine? Agent also told me no way for anyone else to get into mine. Really?? Then why do we have to change router pw every **** mo?? Sparklight is telling their agents to lie to us. I expect to not only be compensated for having to pay my bill for over a yr with crappy service, and I am loosing wages, but no security and I feel unsafe in my home?? And their agents have no power to override the appt maker and talk to a supervisor anything?? Worst company and customer service ever! They care nothing for the safety and concerns of the customer Like I said.. had trouble with them since I got it. Always my fault. Well this time my security system wont boot up either without it so agent couldnt blame me. And now I also have the pixilation?? Not getting throttled back? I am! My security is my #1 fear and Sparklight cares none.

  

  Business Response

  Date: 11/06/2023

  Following the receipt of ******************' complaint, one of our technicians was sent out to the customer's residence. ******************' modem was swapped out and her levels tested within the acceptable range. ****************** stated that she is very pleased with the outcome and that there has been no buffering since the exchange of the modem. We apologize for the inconvenience this issue caused and appreciate ****************** for bringing it to our attention. Thank you! 

• Initial Complaint

  Date:10/25/2023

  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.

  My bill was ***** last month for unlimited internet with no phone service and for this month October 2023 they are charging me 105.00.All i do is watch tv on internet and nothing else.I paid ***** for October 2023 which they first said was due(still higher than last month)and now they want another ***** for October bill.What is going on with this company.They charge whatever they want to with no explanation or prior information of bill changing.They can fix this or i will get ********* satalite.I,m tired of being ripped off and charged different amounts constantly just to watch TV.I don,t use internet for anything but watching TV.Thats all.......

  

  Business Response

  Date: 10/31/2023

  **************** called our customer service line on 10/26/2023 to inquire about the extra charges on his October statement. It was explained to **************** that the charges were data overage charges due to exceeding the data allotment of **** GB, which was his plan at the time. **************** decided to switch to our Internet Gig plan in order to avoid these charges in the future. Following the receipt of the complaint, our **************** Managers attempted to reach **************** multiple times, but were unsuccessful. We encourage **************** to reach out to us directly should he have any further questions or concerns. Thank you!

• Initial Complaint

  Date:10/22/2023

  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.

  We have been sparklight customers for years, and moved to a new home. When moving we were able to place the account on hold in March or April of 2023 because service was not yet available in the neighborhood but were assured that service would be available come June. When June came around I called to have service activated and was told that service was not available but it would be come August. August comes around and I reach out again and informed that service is now available and that Sparklight would have to remove the hold on the account to set up service we removed the hold and scheduled a technician out to set up the service. The technician came to our home started hooking up the modem to the networking hub. The technician went outside and came back to inform us that no fiber lines are laid in our neighborhood and reached out to the contractor who was supposed to have laid them. The sparklight technician, the only good part of any of this found out that the lines would not be in until September. After the technician left that day I called back in to sparklight to pause the billing on our account again because there isn’t service. The lady I spoke with informed me that they could not place another pause on the account as they’re only allowed to once a year. Her suggestion was to cancel our account but we would retain our loyalty discount as long as we reconnected within 90 days. Which shouldn’t have had to reconnect in the first place because we didn’t choose to have to disconnect. September 2023 rolls around and we again reach out to inquire about service. Again we are told service is available, though when we go to reconnect, within 90 days we are informed that our account is no longer valid and we would be considered new customers. We scheduled for service to be installed again paid the installation fee. The technician never showed up and then I found out from my neighbor that Sparklight service won’t be available in our neighborhood indefinitely.

  

  Business Response

  Date: 11/08/2023

  Following the receipt of Mr. J*******s complaint, we have attempted to reach out to him multiple times, but have been unable to reach him and have received no response. We have confirmed that we still do not have services to Mr. J*******s address as we are waiting on pole permits from Idaho Power to run our transport to the area to make it serviceable. We are being told that it will be the end of the month before this takes place. We apologize for the inconvenience. Thank you!

  Customer Answer

  Date: 11/08/2023

  I spoke to a Mary from sparklight today 11/08/2023. She stated that service is in fact now available and scheduled an appointment for 11/15/2023 to have services installed. So if poles won’t be installed until the end of the month why are we scheduling more appointments to waste my time. Furthermore, sparklight reached out exactly once and I have since returned that call before this communication was sent. 

  

  Business Response

  Date: 11/29/2023

  Mr. J****** was set up with our service on November 15, 2023. We apologize for the prior miscommunication. Thank you!

  Customer Answer

  Date: 12/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20767243, 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,
  
  
  
  C*********r J******
  
  
  
   
  

• Initial Complaint

  Date:10/20/2023

  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.

  Hi there. My issues with sparklight began since I first purchased and turned on the service in 2021. Ever since then, I've dealt with egregiously frequent outages and have been rubber banded back and forth to just about every department and local office in the last two and a half years. I pay my bill on time and I have the most expensive plan they have to offer in my area. I have asked if there is a business package with more reliable service or a service contract that includes uptime % that I can purchase since I work from home and I was told no. These outages last anywhere from 5 minutes to several hours, generally during business hours when I am working from home (9am-5pm). This costs me my hourly wage as I cannot work from home without internet. I have asked, begged, pleaded, tried everything to get sparklight to recognize that there is an issue but I believe they do not care because they have a monopoly on the market of high speed internet in my area. They are my only option above 40mbps download speed, which I need for work. They know I cannot cancel my service so they have no reason to care about maintaining the service that I pay for. I'd estimate there's about a 70% uptime for my internet total, which is not included as a caveat anywhere in their T&C or any paperwork that I signed when I signed up for this service. At the end of the day they are advertising a service that does not exist as they have advertised.

  

  Business Response

  Date: 10/23/2023

  On 10/20/2023, Ms. ****** called in regarding the issue with her service and a trouble call was created to fix an "All Services Out" issue. Our technician was dispatched to Ms. ******'s residence the same afternoon. The technician replaced the drop to the home as it had been cut. Our technician spoke with Ms. ****** while at her residence and her services were working properly. We apologize for the inconvenience this issue has caused and we appreciate Ms. ****** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 10/23/2023

  Not satisfied with this response as fixing one outage of many does not solve the underlying problem of a ridiculous amount of outages overall.

  

  Business Response

  Date: 10/27/2023

  Three of the outages that Ms. ****** reported were maintenance related that had been planned in advance. One was caused by an unknown issue that was recovered in less than five minutes, another was caused by defective equipment that caused a short in the area, and the other was caused by a power supply self test that caused the service to go offline. We unfortunately don't have prior knowledge or control over these circumstances and we do the best that we can to resolve the issues as soon as they occur. Again, we sincerely apologize for the inconvenience Ms. ****** has experienced. However, we feel that we have addressed the issue. We encourage Ms. ****** to call us directly should she have any further questions or concerns. Thank you!

  Customer Answer

  Date: 11/03/2023

  I am experiencing outages that are several hours long in the middle of the night still. I have received no notice of any "scheduled maintenance" during ANY of the outages I have experienced in the 2+ years I've been forced by local ISP monopoly into using this service. Frankly I'm insulted that this company thinks so little of my intelligence that they'd lie like this so blatantly.

• Initial Complaint

  Date:10/14/2023

  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.

  Sat around all day Saturday waiting for a technician to come for scheduled service. Nobody showed up and no one called to cancel appointment. ********** off waiting for Sparklight.

  

  Business Response

  Date: 10/23/2023

  Following the receipt of ******************** complaint, our Field Manager, Field Technical Supervisor, and our General Manager have each made several attempts to contact **************** and have left several voicemails at the phone number that we have on file for him. The last attempt was made on Friday, October 20th at 9:21 AM. We have received no return calls from **************** and are unable to assist him until we hear back from him. We encourage **************** to give us a call back directly so that we can assist him in this matter. Thank you!

• Initial Complaint

  Date:10/13/2023

  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.

  October, 10, 2023 ****** and *************** *******************************************************, **. ***** To whom it may concern:On or around August 28, 2023, Sparklight Technical Support dispatched their technician to *************************************************************** *****.According to our conversations with the Sparklight ****************** and Sparklight Technical Support, their Sparklight Technician, but not limited to, dropped, an above ground cable line and their Technician called an order in to Sparklight to have the above ground cable line buried underground. However, in spite of our numerous calls to Sparklight Technical Support, Sparklight has not offered their Customer a reasonable timeline as to when the above ground cable line will be buried. As of Tuesday, October 10, 2023, the cable line is still above ground, and the cable line has not been buried underground. According to support.sparklight.com/hc/en-us/articles/1500006153701-Cable-to-be-Buried-FAQs, the Sparklight Cable is a temporary cable line connecting the Sparklight equipment on the outside of the home. Because Sparklight has not offered their Customer a reasonable timeline as to when the above ground cable line may be buried, left the above ground cable line laying across their Customers front lawn, across their concrete driveway, and because the above ground cable line may be a trip hazard, for, but not limited to those reasons, please find our complaint. Respectfully yours,****** and *************** ************ ************************

  

  Business Response

  Date: 10/24/2023

  Following the receipt of **************** complaint, our associates looked into the issue and discovered that on August 30, 2023, one of our technicians was dispatched to the residence for a service call.  At that time, it was discovered that the underground portion of the drop cable was defective. A new line was laid on the ground to correct the issue. Upon completion, the technician failed to enter the drop cable into the bury portal. On September 6, 2023, one of our associates auditing the drop bury list realized that this was not submitted correctly. She then submitted a request to bury the drop.On September 13, 2023,  another one of our associates sent an escalated email on the customer's behalf requesting a schedule date for the drop to be buried. On that same day, our contractor was sent an email to schedule a date with the customer.  On October 12, 2023,  a technician was dispatched to the customer's house to check on the status of the drop bury. He then sent a notice to expedite the process. Another notice was sent to the contractor on October 12, 2023 requesting that the cable be buried ASAP. After several notices were sent, our contractor made contact with the customer on October 17, 2023 and set up a time to bury the drop.Our contractor arrived at the residence on October 18, 2023 to complete the bury. We sincerely apologize to the ***** for the great inconvenience this caused as well as for the time that they had to wait for this process to be completed. We will work with our contractor and our associates to ensure that this doesn't happen again. Thank you!

• Initial Complaint

  Date:10/09/2023

  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.

  The problem has been ongoing several months. I am paying $74.86 every month for internet speed 100 mbps download and 10 mbps upload. Download is good, upload, I am lucky to get 5 mbps. Not enough to complete a simple task on the internet.

  

  Business Response

  Date: 10/20/2023

  Following ****************** complaint, one of our technicians visited the customer's residence on 10/10/2023 and swapped out the modem. The technician was able to receive the appropriate speeds after that switch. Our Field Tech Supervisor spoke with ************** on 10/19/2023 and the customer stated that his service has been better following the modem swap. Our FTS also informed ************** that we have identified some problems in the node and that we will have technicians working to remedy the issue as quickly as possible. ************** was given our FTS' direct phone number so that he can call him if any further problems arise. We apologize for any inconvenience this has caused and appreciate ************** for bringing the issue to our attention. Thank you!

  Customer Answer

  Date: 10/20/2023

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