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

  
• 

  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  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:08/29/2023

  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 called to cancel service and was told I would be getting a prorated bill for a partial month. I never received a bill. I called and asked for the prorated bill and was told the person I talked to was wrong and I owed more until I drove the equipment they delivered to my house to a town 30 miles away. This was never explained by the original customer service agent. The equipment was returned. Again I asked for the prorated bill I was told originally. They told me it was more. I said I will pay the prorated bill and to provide me with it. They said they would get back to me. They never contacted me again. They deleted my account access to they bill pay site. Never contacted me by email, phone or letter. Then I received a letter from collections services for the prorated amount. This is horrible and possibly criminal business practice. Collections hurt peoples credit. I was 100 percent on time payments for all the years of my service. To not contact me and turn me into collections for a bill I tried to pay with them is down right criminal. I feel they should return the payment just for the stress and credit damage it has caused. All this place had to do was let me pay the bill, not sever all contact and send me to collections for their mistake.

  

  Business Response

  Date: 09/05/2023

  Following the receipt of ********************** complaint, we have credited the $65.80 back to the account and have removed it from collections as well. We were unable to contact ******************, but left a detailed message. We apologize for any miscommunication on our end and appreciate the issue being brought to our attention. Thank you!

  Customer Answer

  Date: 09/06/2023

  
  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:08/28/2023

  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.

  They have been providing horrible service for over 6 months an instead of fixing the internet they make excuses. They send technicians out who do nothing but look at poles an not fix them. They charge you rather your service works or not. Ive called multiple times an have bad the customer service tell me something wrongs with our outside lines an still have nobody come fix them. My neighbors are experiencing the same problem.

  

  Business Response

  Date: 09/05/2023

  Following the receipt of ******************** complaint, our maintenance team rebalanced the system. Contact was made with **************** and he was pleased with the results. We will continue to monitor his account to ensure that his services continue to work properly. We apologize for the inconvenience and appreciate the customer bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:08/27/2023

  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.

  My internet continues to have the same issues as in the past. It continues to drop and go out several times a day.I have had several service techs out and they keep coming out and saying nothing is wrong. They now have no customer service on the weekend.I will call them back again on Monday.

  

  Business Response

  Date: 05/16/2024

  This complaint was submitted in August of 2023 and we are just now receiving it. This is a former customer that disconnected his services with us in November of 2023.

  Customer Answer

  Date: 05/16/2024

  I did cancel this due to lack of service and never received resolution as Cable America or what ever they are call did not get back with me on the complaint.  I still want the refund I asked for.

  

  Business Response

  Date: 05/16/2024

  As this complaint is more than 6 months old and ******************** has not been our customer for 7 months, there is nothing more that we are able to do. 

  Customer Answer

  Date: 05/23/2024

  The company still is not trying to resolve the complaint as they have not refunded the money for the lack of service.

  I want the refund for that month still.

  They keep give a reason that is it 6 months old.  It was submitted then and they are just now responding.

• Initial Complaint

  Date:08/23/2023

  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.

  Cable One / Sparklight doing business in *******, ******** - I moved from ******** in May 2023 and turned in my box and disconnected my service. I made sure the had my new address for the finial bill to be sent. I removed my method of payment for auto pay from my account on their system. Now 3 months later, they submitted my finial amount due of $37.77 to the collection agency of CCB. Without ever sending me my finial bill or even calling me. They have my current email and my current phone number and even my new mailing address. I am very dissatisfied with their finial billing process. Word up, if you are expecting a finial bill from this company, better be on the watch until you are 100% you are paid in full. I paid the $37.77 to CCB this morning and called Sparklight. I spoke with **** in **************** which he said my balance of $0.00. He could not give me any reason for them turning me over to CCB. I told him I was filing a complaint with the BBB and noted the time of 9:20 A.M. 08/23/23 and his name, ****. Very bad business. Joy

  

  Business Response

  Date: 09/06/2023

  Following the receipt of the complaint, our **************** Manager spoke with ********************** this morning, 9/6/2023. **********************' account was changed to email billing following disconnect on 5/30/2023. Unfortunately, we have no note on the account of who requested this change. We sincerely apologize for any miscommunication on our part that resulted in the final bill being sent to collections. 

• Initial Complaint

  Date:08/21/2023

  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.

  Sparklight has caused me to lose so much time troubleshooting their issues. They have caused me over $3000 dollars in lost work because I can't work when the internet is down. I work from home and my internet is constantly offline and has been out for over 4 weeks now. Their techs are completely incompetent and constantly try to blame issues on outages that don't exist. They then tell me it'll be at least a week before they can get someone out (We're on are third service call and have been waiting weeks for this to get resolved).
  
  We're paying for a service that doesn't work. A service that should be considered a public utility and regulated. Sparklight refuses to acknowledge or fix the problem and because they're a monopoly their aren't many options (or any since we can't get Fiber run to where we live).
  
  We dealt with this nonsense around 2018-2019 and it took them over a year to resolve the issue and another BBB complaint to get them to even acknowledge the issue.

  

  Business Response

  Date: 08/22/2023

  A node split was performed overnight on August 17th and August 18th in Mr. ********* area. Over the weekend and on August 21st, our Advanced Technician continued work on the issue. Today, August 22nd, our Field Technical Supervisor made contact with Mr. ******* and replaced the drop cable and the outlet as precautionary measures. All signal levels looked great and Mr. ******* acknowledged that his service was working properly following the repairs. Our Field Tech Supervisor will contact the customer again tomorrow, August 23rd, to ensure that his services are still working properly. He has also been given our General Manager's direct line should he have any further issues. We apologize for the inconvenience this issue has caused and appreciate the customer bringing it to our attention. Thank you!

  Customer Answer

  Date: 08/24/2023

  I spoke to ***** yesterday to let him know the issues hadn’t been resolved. The outages are happening more frequently than they ever have. In the last 24 hours, I observed 6 outages.

  
  9:21 - 9:21 - Outage lasting approximately 30 seconds
  12:36pm - 12:36 - Outage lasting approximate 1 minute
  1:17pm - 1:24pm - Outage lasting 7 minutes
  3:46pm - 3:47pm - Outage lasting 1 minute
  10:40 - 10:41pm - Outage lasting 1 minute
  3:16am - 3:46am - Outage lasting approximately 30 minutes.

  
  Beyond that, we did have a technician out Wednesday who replaced pretty much every single cable or component that he could. He was awesome. I believe his name was ****.

  The issues are far from resolved.
  

  

  Business Response

  Date: 08/29/2023

  Our General Manager reached out to Mr. ******* on the morning of 08/25/2023 and again on the morning of 08/28/2023 and the customer stated that he has not seen any outages. Our tools show satisfactory levels and no issues with his modem. We consider this issue to be resolved. Thank you!

• Initial Complaint

  Date:08/14/2023

  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.

  On Sunday, August 13,2023 I started experiencing minor interruptions in my ** Service. Then at 5PM I lost my ** service completely. I tried calling for technical support but a automated voice told me that there was 5 callers ahead of me to press 2 to receive a same day callback that I would not lose my place in line. There was a time that there was a direct number to call for technical support and you got immediate help but now that number no longer exists. I pay $287.06 a month for the combined Internet and ** service. It is the largest utility bill of all my utility bills. The ** service is extremely unreliable. You never know if you are going to be watch your program. Yesterday I missed the end of a exciting golf tournament. This ** service has caused me so much grief. It even messed up the Super Bowl game for me. I am retired and live on a fixed income. I have requested in the past for rate adjustment on my bill for the loss of service they will not give it to me. I have tried to get my billing date changed to the 3rd of the month when my Social Security goes into my bank yet they will not change my billing due date without me having to pay extra money. Sparklight just recently raised my rates, yet I do not see any improvement in my service or technical support. I never did receive a return phone call. They raise my rates then make me even more angry showing a Spanish employee in ********** how he used our money to build memorials rather than improving service and technical help they use our money to help ***************************** to build memorials. Also that is false advertising that the employees work and play in the areas they serve. We have no one in ******** *********** would like a rate adjustment and my billing due date changed so I do not have to be late with my payment all of the time. I do not like being late with my bills. I am very upset they did not return my phone call as promised. My service did come back up after 3 hours of no service.

  

  Business Response

  Date: 08/18/2023

  Following the receipt of ****************** complaint, one of our technicians visited the customer's residence on August 15, 2023. While there, they replaced the line outside that runs to the building. According to the technical manager, the landlord would need to hire an electrician to run new lines through the apartment if the issues persist. ************** confirmed that all services are working correctly outside. Several attempts have been made to contact **************, however, as of today, we have not been able to reach him. We are unable to properly diagnose the issue without being able to enter the apartment. We encourage ************** to call us directly if he is still having issues with his service. Thank you!

  Customer Answer

  Date: 08/20/2023

  Yes, the technician was here. One thing please do not ever send that technician to my home again!!! He was extremely rude and negative!!! He told me to get a different ** service!! He complained while he was here. If you ever send that man to my door again I will call the police and have him removed from the property. Yes my service is OK now except I was without local channels this morning for approximately 5 hours!! It was a area issue not just me. I called technical support this morning and the lady I spoke to was very nice. Too bad I cannot say that about your technician that you sent out here. I have been a Sparklight customer for quite a while now and in the past I always had **** who was excellent!! No.need to send a technician I think everything is good now. I just would like a credit adjustment for being without service or adjust my due date from the 15th of the month to the 3rd of the month without me having to pay a extra $185 for the due date change. I live on a fixed income and with the due date on the 3rd would prevent me from being late with my monthly payment and relive some stress for me. I have Sparklight ** because of the channels you offer. Fubo is the only other option that offers Bally Midwest Sports. I do not want Fubo because they do not have TBS,TNT and ******* Sparklight is the only one that offers all four. I was really disappointed in that technicians attitude. If he does not like his job he needs to find a different job. I am sure you have other technicians besides him if I ever need a technician again. Right now my ** service is good. My Internet has not been a problem for a long time. It has been excellent. The only problem I have was the ** Service which now seems to be good. Please have a Billing Manager call me to help me get my due date changed please! I really try hard to pay my bills on time. Thank you for your help. ***********************;

  

  Business Response

  Date: 08/22/2023

  Following the receipt of ****************** rebuttal, we have come to an agreement with the customer regarding his billing cycle date so that he no longer has issues making his payments on time. We have also confirmed with ************** that his services are working properly. We apologize for any inconvenience and appreciate the customer bringing this issue to our attention. Thank you!

  Customer Answer

  Date: 08/23/2023

  
  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:08/09/2023

  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.

  On April 1, 2023, a technician came to my home to relay a faulty cable wire that had been here for nearly 18 years. Its still laying on top of the ground. I have contacted them. They sent someone out here that knocked on my neighbors door. My neighbor doesnt pay your $251 per month bill. I DO!! They have made no attempt to contact me to correct the issue and they do not need to gain access to my home to bury a line that has been here for nearly TWO decades. The outcome I desire is GET IT DONE!

  

  Business Response

  Date: 09/06/2023

  Following the receipt of the complaint, our General Manager contacted Ms. ******* and informed her that we will get started on correcting the issue as soon as possible. Per our contractor, the drop cable will be buried this week. Our GM provided Ms. ******* with his direct contact information should she have any issues going forward. We sincerely apologize for the inconvenience this has caused and appreciate Ms. ******* for bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:08/04/2023

  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.

  This provider continues to increase their rates while providing inconsistent service for home phone, internet and tv services. From day to day, I never know if I'm going to have service. The entire service for home phone, internet and tv services rely 100% on internet access. I cannot get cell service in my area so I rely on Sparklight to maintain a consistent internet connection. My wife and I have health problems so it is of the utmost importance that we have a way to contact emergency services in the event of a health crisis. Today I had a health issue and I was unable to call out because the internet was down again!! Many people in my town have the same complaint about this company. I pay almost $300/month for spotty inconsistent service. Sparklight knows they are the only full service provider in the area. I have to drive 2 miles away from my home to get a cell signal to call Sparklight to report the issue. I plan on filing a small claims complaint for them to refund me $100/mo. over the last 5 years which is how long ago they bought ******* Communications, with whom I had no complaints and was paying $200/mo. I have been patient with them. Their phone reps tell me one thing and the field techs tell me the opposite so they're clearly playing games and don't care as long as they get their $300/mo from me. Either they refund me $100/mo. for the last 5 years ($6,000) or I will file a small claims suit and collect the money that way.

  

  Business Response

  Date: 08/11/2023

  Following the receipt of ************************ complaint, one of our technicians visited the customer's residence on August ****** for a trouble call that had been previously scheduled. The customer's modem was swapped out for a new one at that time. Our Field Technical Supervisor followed up with ******************** on August 9, 2023 and the customer stated that his service was working fine. We will continue to monitor ************************ service. We apologize for any inconvenience this issue has caused and we appreciate ******************** for bringing the issue to our attention. Thank you!

   

• Initial Complaint

  Date:08/04/2023

  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.

  Title: A NIGHTMARE CALLED SPARKLIGHT: Abysmal Internet Outages and Customer Neglect! As an unfortunate user of ********************** internet services, I am at my wit's end with the perpetual internet outages that have plagued my existence for what seems like an eternity. It is beyond comprehension that a supposedly reputable company can stoop so low as to deliver such abysmal service and carelessness towards their customers. My job, which heavily relies on a stable internet connection, has become an agonizing and frustrating ordeal due to Sparklight's negligence. Let's start with the most infuriating aspect of this whole debacle: the internet outages. I can't even recall the last time I had an uninterrupted internet connection for more than a few hours. It's as if Sparklight takes pleasure in disrupting my work and personal life at the most inopportune moments. Countless important video calls have been dropped, and critical deadlines missed, all because of Sparklight's unreliable service. It's not just a minor inconvenience; it is costing me my livelihood! The most insulting part is the complete radio silence from Sparklight's customer service. After experiencing countless internet blackouts, I attempted to reach out to their so-called "customer support" team, only to be met with an automated message that assures me they "value my business" and that "someone will get back to me soon." Well, I'm still waiting! It's been weeks, and I haven't received as much as an acknowledgment of my concerns, let alone any action to resolve the issues. I've never felt so insignificant and unimportant as a customer in my life. Working remotely should be a blessing, but with Sparklight's service, it has become an ongoing nightmare. They seem to have zero regard for their customers' needs and are utterly indifferent to the impact their incompetence is having on people's lives. They happily collect their monthly fees without delivering on their end of the bargain.

  

  Business Response

  Date: 08/10/2023

  Following the receipt of ********************** complaint, our Advance Technician has been communicating with the customer and working with our team to make considerable quality of service upgrades in ********************** neighborhood. We have monitored the account for several days and remained in contact with the customer to ensure that her service is stable. We have issued a credit to ********************** account for the service issues and her bill has been lowered now that she has chosen to switch to another one of our plans that fit her service needs more appropriately. ****************** has been given contact information for our ****************** Specialist should she have any questions or issues in the future. We apologize for the inconvenience this issue has caused and we appreciate ****************** bringing it to our attention. Thank you!

     

  Customer Answer

  Date: 08/10/2023

  
  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.  They have taken multiple steps since the complaint to assist me and ensure that my internet service not be continuously disrupted.  They have made me feel heard and important and am very satisfied with the response and confident that if there are any future issues, they will be addressed in a timely fashion.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/02/2023

  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 wife and I both have called to request a new router / modem replacement for our 3yr old one we currently have . Sparklight then on multiple occasions has lied to both of us, talked to my wife and myself like we are scum of the earth, laughed in our faces and forced me to go and purchase a new one for ****** dollars that I couldn't really afford but have to have to work from home . Im a remote technician for dish network. They also forced us into a technician visit to our home that I didn't want because of COVID-19 fears and my wife has mental health problems with strangers in our house. I've repeatedly told sparklight this info and they laughed at me. I asked why can they send a router without a technician on the very 1st setup and they demand a technician now and refused to send one . No answer I was lied to again . Sparklight is very unprofessional and customer service is non existent in this **********************. I would like a written apology and a new router at no monthly cost so that. I may return the ****** one I was forced to buy just to work my job which I've lost 3 days of pay at 10 hrs a day ***** per hour . I feel that sparklight should at least do something to remind this and not an account credit of 38 cents which is what they will try and do. All ive gotten is lies questions being dodged and refusal to speak to a supervisor on many occasions.

  

  Business Response

  Date: 08/03/2023

  Following the receipt of the complaint, our Technical Operations Manager looked into ****************** account notes. He could see that three trouble calls had been scheduled in the past month, with two of them being canceled due to no one being at the residence (7/6/2023 and 7/31/2023). On 8/1/2023, the customer's modem was swapped out and the old modem was picked up. We have not seen any signal issues or timeouts on our end and ************** stated that he did not want a technician to come to the residence to do any further research. Without having permission to visit the residence and look into what else may be causing the issues the customer states they are having, we are unable to assist any further. We encourage ************** to call us directly should he have any further questions or concerns. Thank you!

   

  Customer Answer

  Date: 08/03/2023

  yes i received a refurbished modem from the technician that had the wrong house to begin with. the 2 prior visits weren't cancelled because nobody was home it was because they never showed up. i don't want people in my home because of covid-19 and there was no need for a technician in my home because i am a technician which was stated multiple times in the chats which i have recorded. ****** the technician and a couple others in the chats did nothing but lie to me but you will side with your employees every time. the refurbished router isn't any better than the previous one which was sent in the mail for the initial start up of account and they didn't require a technician but now all the sudden 3 yrs later after the firmware goes bad they demand a technician visit. my wife and i have both been treated like less than humans,laughed at,talked down to, lied to and hung up on by every employee we have to deal with. when  all we wanted was a replacement modem mailed to us. which **** the technician who was driving all over my street looking for my house openly admitted to it being the firmware which is what i have been saying all along. **** also admitted to having to call a cop to his 1st appointment of the day because someone pulled a gun on him  because of the way they had been treated by customer service on the phone. ********************** allows the employees to treat customers however they want and then lie to cover for them . this company should be held accountable for their actions, but that will never happen because they kind of have a chokehold on internet services in the area with no competition and people like myself that work from home must have high speed internet and there are no other providers around that can provide the required speeds i need for work. so it has come to this. next the SEC.

  

  Business Response

  Date: 08/04/2023

  Following the receipt of ****************** rebuttal, our Technical Operations Manager pulled the *** to ensure that the technician went to the residence on the canceled appointment. As ************** stated in his rebuttal, the new modem that was dropped off is having the same issue as the previous which is why our technicians would need access to the customer's home to locate the issue. While we understand that ************** is a technician himself, our technicians are trained to work and troubleshoot our equipment and our plant. We are more than happy to send our Field Technical Supervisor to the residence to investigate the issue and will follow protocols and safety procedures in place for COVID-19. Unfortunately, there isn't anything more that we are able to do without access to the home. We again encourage ************** to call us directly to speak with us regarding this issue so that we can work together towards a resolution.