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

  313 N Williamson Ave Winslow, AZ 86047-3722

  
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  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
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  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  

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

• Initial Complaint

  Date:04/30/2025

  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 moved her in roughly mid august 2024 had the net turned on. around mid oct we started having issues with the net take for ever to load certain sites. i cant even use my phone on the net to download anything. **** of online games will not work now. *** called they come out say its the main line. then i wait hear nothing the net slowly gets worse and worse. i call and the line repair is dropped over and over and nothing is fixed. mind you the net is already expensive at 120 a month. at this point im sick of their games of never fixing the problem. the local office is zero help and if you do manage to get to speak to them its generally extremely rude and unhelpful. *** been promised it would be fixed compensation for the nets problems and nothing. all just a great big waste of time.

  

  Business Response

  Date: 05/23/2025

  Following the receipt of the complaint, technicians were sent to the customer's home and removed power from the trunk as it appeared that we needed to replace approximately 1100 feet of trunk. A technician was sent back to the home on 5/22/2025 to double check the work and another issue with the ** on the home was discovered. We are currently monitoring this. Our **************** Manager is also working with the customer and will get back to them following the holiday weekend regarding the amount of credit that will be applied to the account due to these issues. We apologize for the inconvenience these issues have caused and appreciate the customer for bringing them to our attention. Thank you!

• Initial Complaint

  Date:04/28/2025

  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 was promised by a Sparklight employee that I could self-install my internet service at my new address. After following all instructions, it was clear the service would not work without a technician something that should have been identified ********** someone who works from home, internet is not a luxury it is essential for my job and my income. Despite explaining the urgency of the situation to multiple representatives and supervisors, the company failed to offer any expedited service or meaningful support. I was told to wait over a week without internet, with no real solution offered.I expected better from a company entrusted with such a vital service, especially for remote workers depending on reliable internet to earn a living. You may thank me for being a loyal customer a million times, that does not resolve my problem.

  

  Business Response

  Date: 05/13/2025

  On the original sales call, our ***resentative advised Ms. ******** that the address showed self-install eligible. He advised he could schedule for a technician to complete the install, but he didn't know when the appointment would be until he placed the order.  The customer stated she would complete the self-install, and the *** made her aware that if the self-install failed or she needed the outlet moved, she would need to call in to customer service. The customer called on Saturday, 4/26/25 due to the service not working. She was scheduled for the first available appointment on Thursday, May 1st, 2025. We apologize for any inconvenience that was caused. We consider this matter to be resolved.

   

• Initial Complaint

  Date:04/28/2025

  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 initially signed up for internet service at $45/month for 12 months. That promotion has now ended, and my bill increased to $76/month. I will be moving out and ending my service soon. However, my mother will be moving into the home [**************************************] and would like to continue internet service. She would be considered a new customer and is only willing to continue if the $45/month for 12 months promotion can be honored for her.I spoke with a representative named ******* B, who informed me that this could be honored. However, every time I ask for further clarification through chat, the session disconnects and logs me out despite me remaining active. This has made it difficult to finalize the ********** is important that the transition be seamless because my mother relies on the internet for business purposes. She will also be setting up Autopay using her bank account immediately upon activation, and she already owns her own modem and router, so she will not be renting equipment.I am filing this complaint not out of dissatisfaction, but to receive proper assistance in completing this setup smoothly without interruption.

  

  Business Response

  Date: 05/13/2025

  Following the receipt of Mr. ******* complaint, one of our associates left a voicemail to let him know that his mother can set up service as a new customer. She set up service last week in her name. We encourage Mr. ***** to contact us directly if he has any further questions/concerns. We consider this matter to be resolved. Thank you!

• Initial Complaint

  Date:04/25/2025

  Type:Customer Service 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.

  When we canceled our service, we were told to drop our modem in a box out in front of a store that doesn't have anyone we are allowed to speak with working there. The closest place with someone we can actually talk to is three hours away, but we were told to use the sour lake location where there is no one. We dropped it in the box the day after we canceled our service. We have been fighting with them ever since to get credit for, the modem that we dropped off. The incompetence, that this company showed by having us drop off a modem to a box that is not protected in any way in front of a building where no one is allowed to talk to anyone is crazy. This is also a modem, they no longer use. They now want to bill us a ****** because they can't find it. I have been calling them every 2 to 4 days, asking about this since it happened, which was around march twenty fourth. This is a scam, as there is no way that I can speak to a person who can actually help me. They have no proof that I did not drop it off. They gave me no way to prove that I did drop it off and they've now been giving me the runaround for nearly a month. Each time I call they say they are looking for it, but they can't find it. All I want is to be credited the $180 for turning in the ( according to them obsolete) modem I turned in and then to be done with the company. Also up until now, they have been refusing to supply me with a paper bill so I can have some proof. When I called today, I was told I would be supplied with a paper bill, but it will have to be mailed to me and they don't know how long that will take.

  

  Business Response

  Date: 05/19/2025

  After reviewing your case and the history on your account, here is a summary of the actions that have been taken:
  A prorated credit of $17.50 has been applied to your account.
  
  A refund of $81.36 is currently owed to you.
  The last date of high-speed data usage on your account was March 22, 2025.
  Charges between March 16 and March 22, 2025 total $23.80 at a daily rate of $3.40.
  
  On April 25, a $15 inconvenience credit was also applied to your account.
  A paper statement was mailed to you as requested during your call on April 29, 2025.We understand your concern regarding the modem return process. While the drop-off location may not have had on-site staff, the instructions provided align with our current return procedures. We regret the confusion and will continue to investigate the issue internally to ensure equipment returns are handled more transparently and securely in the future. We apologize for the inconvenience and appreciate you bringing this to our attention. Thank you!

  Customer Answer

  Date: 05/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:04/21/2025

  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.

  Since June 2024, we have had multiple Internet outages and disconnections. This sometimes leaves us with out Internet for up to 12 hours a day. I called tech support several times and they sent out a technician. Technicians have come to my home 5 times and each time tell me that there is nothing they can do, that its the lines at the poles that need to be replaced. (Not customer responsibility) I learned today that we are only getting 247 upload speed and I pay for 1000. I have been paying for 1000 for many years now but am just learning that Im not getting anywhere near what I am paying for. I would like Sparklight to repair/upgrade the lines coming to my house and refund me the money I was paying all these years for each month I didnt receive 1000 upload speed. I have physically sat down with **** at the ******** office and he showed me on his computer how my house was not getting proper service. This was back in June or July of 2024. The problem seemed slightly better for a couple weeks after that but never resolved completely. I am seeking for the lines to be repaired and to be getting the service I have been paying for.

  

  Business Response

  Date: 05/19/2025

  Following the receipt of Ms. ********* complaint, one of our Field Operations Specialists was sent to the residence on 04/22/2025 where he updated firmware on newly installed equipment. The speeds were verified at 1 Gig both by the technician and the customer. We followed up with Ms. ******* on  4/24/2025 and confirmed she was satisfied with her service. No signal issues were found in the system prior to the firmware update. We apologize for the inconvenience these issues caused and appreciate Ms. ******* for bringing it to our attention. Thank you!
  
  
  
  

• Initial Complaint

  Date:04/18/2025

  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 moved to ************ ******* from ********** four years ago. I signed up for Internet and TV initially. But six months later canceled the TV because it was too expensive. I have everything set up with auto pay. I did not realize they failed to adjust my bill. I do not have TV channels on my smart TVs. I only have apps. They have been over billing me for three years. The only way I caught it is my card expired and I received an email stating I owe $668. I called spark light and spoke to billing, and the woman refused to help me. I tried to make a small payment and she said I would have to be charged to make the payment on the phone. This company is ridiculous. They are criminals. I was over billed 200 and some odd dollars every month for three years. She wasnt even willing to work with me. I went through a divorce shortly after that and the loss of two family members. I am disabled retired and live on disability pay I barely get by every month.

  

  Business Response

  Date: 05/20/2025

  Following the receipt of Ms. ********* complaint, the customer came into the local office on May 2nd, 2025 and addressed the issue with one of our associates. The associate applied a 60-day credit to Ms. ********* HSD account. Her video should have been canceled  in 2022 but was not taken off of her account. Ms. ******* seemed satisfied with the resolution. We sincerely apologize for the inconvenience this oversight caused and appreciate Ms. ******* for bringing it to our attention. Thank you!

• Initial Complaint

  Date:04/15/2025

  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 continuous issues with our internet for years. My husband works from home and the internet is a necessity to run his business, 24 hours a day. Last May Hargray/Sparklight suggested changing us to business account which would provide us better support, connect us to more reliable servers, etc. This increased our bill by $100 per month, but we determined it was worth it if we were receiving stable internet and reliable quality. Unfortunately, that has not been the case. We are still plagued with problems, and after months and months of tech support calls and replacing equipment in our house that they have said "might" be the problem, we are at a breaking point. I have replaced wiring in the house, dropped ethernet cords from the attic to run upstairs to avoid WiFi interference, internal PC ethernet cards, routers, and bought a new Sonicwall Firewall. Yet the problems persist after spending over $1,500 on new equipment on our end. A tech that was at our house on 4/10/25 admitted that there was noise in coax cable outside the house, replaced the line to the street (which was just done in June 2024) and left it and said someone would come by and bury it (5 days later still not buried). He also admitted there was still noise in the line but "less noise" than before. which means the problem is in the street, not our house. We asked him when Fiber would be installed and he boisterously laughed in our face and said we "aint never getting fiber here". how incredibly insulting, knowing that fiber lines run in the community across the street from us. We have been a customer for 14 years, and we are just continuously put down and made to feel worthless. We have been keeping a folder of Speedtests showing less than 1.00 mps upload connections (when we should be getting 50.0mbps) I can provide if requested. I would like a resolution to be replacing the coax cable line in our street with Fiber and I would like to talk to a supervisor regarding our issues. Thanks

  

  Business Response

  Date: 05/01/2025

  Following the receipt of Ms. ********** complaint, we have successfully cut the cable over to the new line, and are happy to report that the modem is up and running as it should be. We had a detailed conversation with the customer about the issue, assuring her that we will be monitoring the modem through a continuous ping overnight. We will be calling her in the morning to share our remote test results and compare notes on the Quality of Service. During the discussion, we explained the differences between the service delivery platforms (HFC vs. FTTH)and reassured her that once our service is repaired, she won't be able to tell the difference between the two platforms. Her service will be stable, reliable,and deliver the quality she is paying for. We sincerely apologize for the inconvenience Ms. ******** has experienced and appreciate her patience while we remedy the issue. Thank you!

• Initial Complaint

  Date:04/15/2025

  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 began a lease at my new apartment 6/1/24 and receive physical mail from spark light at least two to three times per week. They spam you with different kind of envelopes, looking like official business, saying they need an urgent response... Make mail look like a check, etc. - I'm so sick of the spam mail. It's almost every other day that I open my mailbox and see say "oh wow, more sparklight mail". I wish I could ban them from sending to my address, it's not good company practice and it's driven me to complain versus sign up for their internet. I hear nothing but terrible things about their speeds and outages. If there is a way to block a company from mailing you spam advertising, please let me know!

  

  Business Response

  Date: 04/15/2025

  In order to remove Mr. **** from our direct mail list, we need to have his full address. Mr. **** only provided the state and zip code in which he resides. Thank you!

• Initial Complaint

  Date:04/10/2025

  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 many issues with service with this company and have been more than patient. Recently, we woke up to no internet service on Saturday April 5th. Called tech support and was told someone would come out over the weekend or first thing Monday morning. Tech came out Monday and confirmed issue was at the pole and I did not have service. Said he was going to have the pole tech come that afternoon or first thing the next morning. I never seen anyone come but ended up having internet for a few hours Monday evening and thought my issue had been resolved. Tuesday morning while I was online for work, a pole tech came, went out to pole and hit a switch I lost internet and he left. I assumed he was working on it. After checking the neighborhood and finding no tech, I called back to tech support and they submitted another ticket. That was after they insisted I had Internet and that they would send another tech out to confirm I didnt the next day (Wednesday). Two techs came and also stated they had an issue at the pole and someone would be here that afternoon or first thing this morning. It is 1237 and a tech has still not come by. I called support again and asked to talk to a supervisor and just get the run around and no one to actually speak to or any solutions to my issues. Something needs to change with this company and how they handle issues. I have been a customer off and on since 2005 and it has never been this bad. We dont have many choices for Internet so I am unfortunately stuck with the service they provide.

  

  Business Response

  Date: 04/15/2025

  Following the receipt of Ms. *********** complaint, a technician was sent out to the residence and replaced a ******* in front of the home. Our technician confirmed with Ms. ********* that the fix solved the issue. We have issued a credit in the amount of $18.99 for the intermittent issues she experienced. We apologize for the inconvenience this issue caused and appreciate Ms. ********* for bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 04/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  Date:04/08/2025

  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.

  Sparklight took over another company here in town called Cable America. During the transition they changed the prices and Internet speeds they provided, but didn't tell their current customers. My bill continued to be $125.66 in November and December (could not find Octobers bill) and it wasn't until I called for Tech Support because my internet went out (happens all the time with them) that the tech told me they changed the prices and speeds. So, I called customer service to ask, and they told me that was correct, and they weren't required to reach out to the customers to change the bills. This changed my bill to the $45 screenshot of my auto-payment, but now the bill has increased to $60.83 with no warning. The service continues to be subpar and has constant outages with unhelpful customer service lines. I have communicated with at least 5 other customers who had the same issue with the bills and received backlash from the customer service line when asked to fix it.

  

  Business Response

  Date: 04/17/2025

  Following the receipt of Ms. ******* complaint, we attempted to contact the customer twice on April 16, 2025 and again this morning (April 17, 2025). We were able to reach Ms. ******* husband this morning who stated that he wasn't aware that a complaint had filed, but would let Ms. ***** know that we had called. The **************************************************** ******* February billing statement. The increase began with her March billing statement. We encourage Ms. ***** to give us a call back so that we can explain this change to her and address any questions that she may have. Thank you!

   

  Customer Answer

  Date: 04/19/2025

  customer service contacted me. (Mr ****** but was told they were trying to contact Mrs ***** about returning a phone call about a 2$ charge. Was not aware the call was about this situation and dismissed it as I was in a work meeting. No acknowledgment about the bill issue from months back. 

  

  Business Response

  Date: 05/16/2025

  Following the receipt of Mr. ******* rebuttal, one of our associates spoke with the customer directly and offered a credit in the amount of $40 to make up for the difference between what he was paying for service before and what he is paying now. The interaction Mr. ***** had with another one of our associates was also discussed and we apologized for the negative experience that he had. Mr. ***** seemed pleased with the outcome. We consider this matter to be resolved. Thank you!

  Customer Answer

  Date: 05/19/2025

  
  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,
  
  **** *****