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

  401 Baylor St Texarkana, TX 75501-3270

  
• 

  Sparklight

  2005 S Main St Roswell, NM 88203

  
• 

  Sparklight

  230 5th Ave McComb, MS 39648

  

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:10/06/2023

  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.

  Things were going relatively well until I noticed my internet bill had almost doubled from approximately $98 a month to $137 from one month to the next. When I called customer service to explain the increased charges I was told that I had been receiving a promotional discount that had just expired. I tried to explain that it was not made clear how the promotional pricing worked, and that had I known I would be paying so much, I would have discontinued service. The customer service representative again shifted the fault onto me for not reading my bill and understanding the charges. I asked how it was acceptable to increase the charge for a service without notification and explicit consent from the customer, and the customer service representative went into broken record mode and began repeating what they had said before. Adding "promotional discounts" to a bill with an expiration date is really just a way to increase prices on unwitting customers in a very unethical way. Customers should be notified of an increase in price for a given service, and give explicit consent to agree to said price. Manipulating bill credits is just another way of tricking customers into paying higher prices for a service if they are not notified of the increase in price in a forward and transparent manner.

  

  Business Response

  Date: 10/12/2023

  Following the receipt of ******************** complaint, one of our **************** Representatives contacted the customer and explained to him that we will be placing his loyalty credit in the amount of $30 per month back to his account for 12 months beginning with his next billing cycle, as well as providing the $30 credit for this month. **************** seemed satisfied with the solution. We appreciate **************** for bringing his concerns to our attention. Thank you! 

• Initial Complaint

  Date:09/25/2023

  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.

  Service is Jittery... again.... company came out to bury the line back in spring.... things just keep buffering. I cannot handle it anymore. I have called and gotten no support. I don't know how this company has an A+ rating if others like me have to consistently call and write in. Any help at all at this point is appreciated.

  

  Business Response

  Date: 10/02/2023

  Following the receipt of Mr. ******* complaint, our **************** Manager attempted to contact Mr. ***** several times and has been unsuccessful. A voicemail was left on Tuesday, September 26th and again on Thursday, September 28th. We encourage Mr. ***** to give us a call back so that we can assist him with his issue. Thank you.

• Initial Complaint

  Date:09/25/2023

  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 internet service with sparklight and have had repeated issues and they refuse to fix the problems to become more reliable. I have made multiple calls and was told that reporting to the BBB was a good way to actual get something done the workers are always nice but can never make permanent repairs.

  

  Business Response

  Date: 09/28/2023

  Following the receipt of ********************** complaint, a change of service was scheduled for September 27, 2023 to install an Eero device at the customer's residence. Our General Manager called ****************** this morning, September 28, 2023 to follow up and ****************** stated that his services were working properly. We apologize for any inconvenience the customer experienced and we appreciate the issue being brought to our attention. Thank you!

• Initial Complaint

  Date:09/20/2023

  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.

  Spark light had sent me a targeted solicitation in the mail with my name and address on it (not addressed to general postal customer) advertising for internet service in my neighborhood for $25/mo for the next twelve months.
  I ordered their service on 9-13-23 and they charged my debit card $57 to set up an installation appointment for Tuesday 9-19-23. (They don’t work on Saturday)
  So, I had to take time off work to make appointment.
  The spark light technician shows up as scheduled only to inform me that my house isn’t serviceable because they’re too lazy and cheap to do their job.
  (My neighbor across the street has cable).
  If they won’t provide me service they are in violation of their charter agreement.

  

  Business Response

  Date: 10/04/2023

  Following the receipt of Mr. ******* complaint, our Director of Divisional Operations discovered that there was not a serviceability check conducted prior to the promotional offer being sent out. When the technician arrived to setup service, it was determined that we did not have cable plant on the electric poles. In order to provide service to Mr. ******* address, we would need our cable on 7 electrical poles, which would cost a total of $21,000. Unfortunately, Mr. ***** would have to cover this cost. The money that Mr. ***** paid to setup service has been refunded. We sincerely apologize for the miscommunication on our end. Thank you!

  Customer Answer

  Date: 10/04/2023

  I do not accept sparklight’s explanation that a serviceability survey should have been conducted prior to appointment being made. They have or most definitely should have knowledge of their plant prior to sending their targeted and obviously false advertisement. They failed miserably in their due diligence to inform me that their technicians are unprepared to perform a normal installation prior to taking and holding my money. THIS IS SO OBVIOUSLY A CASE OF FALSE ADVERTISING AND FAILURE TO OBLIGE CHARTER AGREEMENT.

  

  Business Response

  Date: 10/05/2023

  Our Franchise Agreement with Show Low, Arizona states, "if the Residential dwelling unit in the city is located within 500ft of an existing portion of the System from which the extension is technically feasible, Cable One shall extend its System to make Cable Service available to any Residential Dwelling unit located more than 500ft from the System, IF the owner agrees to pay for the extension on a time and material basis". This amount would be $21,000. Understandably, Mr. ***** has not agreed to pay this amount to have our services extended to his residence. Again, we sincerely apologize for the inconvenience that this causes and we encourage Mr. ***** to contact us directly should he have any additional questions or concerns. Thank you!

• Initial Complaint

  Date:09/17/2023

  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.

  Sparklight was our Internet provider in ********, *****. When we moved from ***** back to *******************, we sent the Internet equipment back to *****. Not only did this company try to continue to charge us for services that we werent using, they tried to charge us for the equipment. We had to call the company and show them the certified delivery receipt and that the equipment was sitting on the receptionist front desk. We talked to the representative on the phone, which I believe the call was recorded and we confirmed that we owed no more money to spark light. They confirmed the same. We received a notice in the mail recently, indicating they sent me to collections for $25. In that timeframe, which is about 3 to 4 months, they never tried to contact me or reach out and let me know that I owed $25. Furthermore, I should not have owed $25 because Sparklight said our account was paid in full. This is unethical, unscrupulous, and downright disgusting. This has a negative impact on my credit score, for $25. And moreover, its money that I do not owe. I would like this reversed, and taken care of, because this is unfounded and carried out by a crooked organization. We are happy to provide any additional documentation needed.

  

  Business Response

  Date: 09/26/2023

  Following the receipt of ************************** complaint, our General Manager researched the issue and discovered that ************************** equipment was received on June 14, 2023. At that time, we issued him a credit dating back to the date that his data usage stopped. After the credit was issued, he was left with a credit in the amount of $6.50. We have refunded this amount to ********************** as well as $25 for the amount that was sent to collections. Unfortunately, this amount went to collections due to our internal automated process for any amount over $25, which at the time included the amount for the equipment before we received it in the mail. This refund will be mailed to the customer at his current address in ********** in October. We sincerely apologize for the inconvenience that this has caused and we appreciate ********************** bringing it to our attention. Thank you!

• Initial Complaint

  Date:09/12/2023

  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.

  This is a follow up complaint as the BBB closed my initial one. They gave Sparklight over 2 months to respond. They gave me 5 days including Saturday and Sunday which is absurdly unreasonable. The subcontractor did do work at my residence; however, in the process they disconnected my service resulting in my having to contact Sparklight who then dispatched a technician that replaced the cable in its original position leaving me in the same place I started as if no work had been done at all. This is certainly not the fault of the technician or the subcontractor. Sparklight needs to coordinate their work with the subcontractor as it was their choice to sub it out to begin with. You CANNOT leave me without service. 3 utility companies have been here multiple times to mark off lines for you. How many people do you have to inconvenience before you get this right? Stop pushing it off on someone else because its YOUR responsibility. Im not sure why a customer has to point this out to you. You should be absolutely humiliated. This is a 22 year old account (longer than most of your employees have been employed.) Get it fixed! I dont want excuses. I want results.

  

  Business Response

  Date: 09/15/2023

  Following the receipt of Ms. ******** complaint, our Manager of Field Operations repaired the drop cable that had been buried at the customer's property last week. We also rerouted the drop from across the street so that it was not touching Ms. ******** neighbor's property. The customer seemed pleased with the results. We apologize for the inconvenience this caused and we appreciate Ms. ******* for bringing it to our attention. Thank you!

  Customer Answer

  Date: 09/18/2023

  
  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.  ******* came out and corrected everything. He met all of my expectations. I am completely satisfied. 
  
  Regards,
  
  **********************
  
   
  

• Initial Complaint

  Date:09/12/2023

  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 first called Sparklight on Jun 26, 2023 and it is now Sept 12, 2023, I have had 9 techs to my home but the problem continues. I Work at home, I cannot maintain a phone call, I can't use my Remote software, (not a VPN) *********** is constantly up and down all day and night. I spoke with a Technical engineer at the highest level, he confirmed that the Edge router is overloaded and is interrupting normal traffic. I have called cooperate on 4 different occasions which generated another tech call. We had a festival this weekend, and Sparklight serviced the internet to the credit card machines, the service went down the first full day of the festival, and the tech there struggled to keep the internet online. I am a internet tech as well and I see this issue over and over again at customers homes. Sparklight will tell customers they need a new modem. In my case I told them to put one of their modems in, the tech could not get it to work any better than my old modem which cost $300. I have 3 addresses in different parts of town and see the same issues myself. for over $500 a month in fees you think they could get this to work. We have no other options for internet. I hope someone can step in to help my city of ******** IN.

  

  Business Response

  Date: 09/18/2023

  On August 16, 2023, our maintenance technicians and field technicians visited ******************** residence. The plant infrastructure and customer's premises were certified with no impairments. Tests were completed and documented showing the customer is receiving services he is paying for. We have monitored with no fluctuations since this visit. **************** mentioned a server room that is being operated with his service. It was discussed with him that the amount of usage and a business contract or fiber to the home may be more suitable, but the customer declined. We have made many visits to the customer's residence in the past with no issues being found. Following the receipt of ******************** complaint, he was contacted on September 14, 2023 and he declined access to his residence stating that his services are performing optimally at this time. The customer's excessive data usage is more than normal residential internet service can sustain. His service ranks number 1 on our reports. Our engineering and NOC staff have evaluated all data and come to the same conclusion. Without access to the home or ******************** approval to change his account to a different level of service, we are unable to assist any further. We encourage **************** to contact us directly should he have any additional questions or concerns. Thank you!

• Initial Complaint

  Date:09/08/2023

  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.

  I like to file complaint against ********* cable I'm a low income family on my disability to have three kids that are still at school my fourth one is already graduated college anyways because of a special program by the government I've been able to provide my children with the internet which is essential these days to getting a good education and keeping up on your homework assignments and having that convenience of that being at home sure does make it a lot easier for us our low-income family to keep our grades up because all my kids are A students. And my oldest daughter who still in high school has Crohn's disease which makes it even harder for our family to get by being I'm going to practice myself single father on disability and my daughter dealing with *****'s makes money almost nonexistent the reason I'm complaining is because I've gotten behind in my cable bill which I understand is my own fault but knowing that we are low income family on disability sPark light doesn't do much to take that into consideration and I don't believe it's a responsibility to do so but what I'm late they always charge me late fee and compile that over months till it becomes a problem it almost takes the fact I'm getting a discount away and then they slow down the internet speed and charge me for the full speed I mean knowing that I'm a slow family if you really have to charge me the late fee when I'm just trying to get my kids a better education internet and does it do anything for you to slow down my internet but still charged me to full price as the higher speed knowing that I'm already behind in my bills and I'm struggling just seems like it's companies like that would do better by helping people who are are in who are disabled and are single fathers and have kids in school then compiling more bills and compiling more heartache and struggle for a single father that's all I know I owe the money the small guy because he's already late on this bill when he can't even afford the internet without the discount

  

  Business Response

  Date: 09/14/2023

  Following the receipt of **************** complaint, our **************** Manager reached out to ************ on 09/14/2023. As a courtesy, we have issued a $46 credit to **************** account for the late fees that he has accrued. Our CSM discussed a few different account options that *** help the customer save money and has also scheduled a trouble call for 09/15/2023 to address the customer's service issues. We appreciate ************ bringing his concerns to our attention and we look forward to helping him find the best plan that will work for his and his family's needs. 

  Customer Answer

  Date: 09/15/2023

  
  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.
  I just want tp add ******* at sparklight is a wonderful lady who genuinely listened to my problems and brainstormed with me on how she felt my ideas could benefit others and that she understopd what i was saying and i feel that she will pass some of my ideas up the ladder so to benefit low income STUDENTS and better consider the fact that regardless of cost they deserve a high speed conection just the same as families who arent low income because school methods rely on the internet to be able to do homework and take tests and have really replaced the free text books we received as students so why sjojldnt all students be given an equal playing field in school regardless of how fast internet they can affo

  rd
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:09/07/2023

  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 internet was intentionally cut off 5 times today within an hour for maintenance. I am not exaggerating. We lose internet multiple times a week. Sometimes it is because of an outside company cutting the lines and sometime for maintenance. I asked Sparklight to wait until after 4pm to interrupt our internet for maintenance. I am in real-time on-line meetings all day through Teams and when the internet cuts out I lose connection to those meetings in the middle of a discussion. There is no reason or excuse for continually cutting our internet for maintenance during working hours. It takes several minutes for the internet to come back up and that is interrupting my work. This has happened 5 times within the last hour. Sparklight could at least send an automated text to customers when you have a planned outage.

  

  Business Response

  Date: 09/12/2023

  Following the receipt of **************** complaint, our General Manager reached out to the customer on 09/12/2023 and explained to her that on 09/07/2023, the date of her complaint, we were having a service issue affecting her area. He explained that while we do normally try to work on our network during a maintenance window, we had to get to it right away due to the severity of the issue. We have issued ************ a credit in the amount of $30 for the outages she experienced over the past three months. We also confirmed with her that she is set up to receive text notifications when there are outages in her area. We sincerely apologize for the inconvenience this issue has caused and we appreciate ************ for bringing it to our attention. Thank you!

• Initial Complaint

  Date:09/06/2023

  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.

  Internet falling downstream signal lock. Essentially, no reliable ***************** Reported problem August 29, 2023. ************* tech finally arrived September 5, 2023. Problem not corrected. Tech simply removed speed restrictions on cable and reported Internet is working. ************* testing equipment was inoperable. No Internet signal strength tested. Tech (******) hurried away promising to monitor Internet throughout the day, but never reported anything back to me. Internet has not reliably worked today and remains offline and inoperable. Placed another call for service. CSR (*******) was very helpful. Did note modem signal was not solid or consistent. Put in another field service request. This time for September 14th! So, now I will have been without Sparklight **************** for over 2 weeks by the time 9/14 rolls around. Terrible customer appreciation for loyal customers of 15 years plus! Ambivalence is rampant at Sparklight. I feel a service provider such as this utility should be held to as high a service response standard as electric companies are. Both are monopolies, but the electric company responds to outages promptly and Sparklight responds at a snail's pace.I want free **************** for 1 month minimum for my time and hassle of dealing with this lame company.

  

  Business Response

  Date: 09/11/2023

  Following the receipt of ****************** complaint, one of our Advance Technicians visited the residence on 9/7/2023 and 9/8/2023 to complete a thorough sweep and balance of the plant and drop cable feeding the customer's home. ************** found a heavily damaged portion of the drop cable and made the necessary repairs. Following the repair, our Lead Technician spoke with ************** and informed him of what had been causing the issue. We have also offered a credit in the amount of $47.50 for the loss of service that ************** experienced during this time period. We sincerely apologize for the inconvenience that this issue has caused and appreciate the customer for bringing the issue to our attention. Thank you!

  Customer Answer

  Date: 09/11/2023

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