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

  
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  Cable One

  618 N Main St Altus, OK 73521-3112

  
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  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
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  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: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.

  I ordered service. (And paid 1st month and deposit at this time) at the beginning of June 2023 In preparation for our move and needing internet to work from home. We moved in July 2023 a gentleman came out and said he couldnt install our stuff. We spoke with apartment management and other people have had this same issue after renovations. After 3 days of back and forth I opted to cancel our service and went with ********* I asked for a refund to which I was told they dont refund to cards. They only mail paper checks for refunds(weird but ok) Said it would be here in 2 weeks from 7/7/23. I waited until 7/24/23 my fiance called and asked where our check was, they told him to wait a few more days. We waited until 7/28/23 shockingly still no check! He calls yet again and they told him he didnt require from the correct department and it would be here by 8/2/23!!! Now mind you this is 2 months of nonsense and stupidity and all the this NEVER happens BS. They still have my almost $300 and I have never gotten a call from a supervisor or anyone about all the issues we had! Clearly they dont care about customer service or satisfaction!

  

  Business Response

  Date: 08/07/2023

  Following the receipt of ****************** complaint, our General Manager looked into the issue and can see that the check was processed on August 2, 2023. There have been several attempts made to call ************** to inform her of this, but there has been no answer and her voicemail inbox is full, so we are unable to leave a message. We will send her an email to her address on file this morning in hopes to reach her. We encourage ************** to call us directly or respond to our email so that we can discuss this matter with  her. Thank you!

   

   

• Initial Complaint

  Date:07/31/2023

  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.

  On Monday July 24th around 11am, our landscape people accidentally cut out internet cord. My wife called ******* to get it fixed thinking it would be easy. It is now Monday July 31st, one week after and still not word of WHEN it will be fixed. My wife has called 4 or 5 times to get information and no one can get us a straight answer or from someone who actually works at the office. My wife works from home, watches our daughter and does online college and she has not been able to complete anything due to the internet being out. It should not be this complicated to fix a wire that was cut outside. I should mention, the wire was supposed to be buried the week after we got internet. They failed to do that as well. We are planning on switching our services since we are scared of this happening to us again.

  

  Business Response

  Date: 08/03/2023

  Following the receipt of ********************** complaint, our ************* Manager reviewed the notes on the customer's account and could see that several mistakes were made by our associates in handling this issue. He was also able to see that ****************** has unfortunately terminated his service with us. We would like to sincerely apologize to ****************** for what has taken place regarding this matter and we take full responsibility. ****************** will not be charged for the days that he had our service. We are using this incident as an opportunity to better train our associates to prevent this type of mistake from being made in the future. Thank you for bringing this to our attention!

• Initial Complaint

  Date:07/30/2023

  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.

  Since I've started with this service at sparklight, I've had issues with odd timing for bill payments. For example, I paid 14 days ago and they cut my service off today. They've done this a few times. Charged me almost 20 dollars more than my normal monthly fee and charged me twice in a 30 day period for a monthly subscription. I'd like to know what is going on and to get this fixed. Thank you.

  

  Business Response

  Date: 08/08/2023

  Following the receipt of ****************' complaint, our General Manager was able to reach **************** by phone today, August 8, 2023 to help explain the customer's billing history. ****************' **** is generated on the 14th of each month and payment is due by the 28th. A fee of $8 is applied if payment is not received by the 28th. Any amount that is not paid by that date will be applied to the next month's billing statement. We did suggest autopay, however, the customer wishes not to use that option at this time. We apologize to **************** for any misunderstanding and appreciate him for reaching out. Thank you!

• Initial Complaint

  Date:07/29/2023

  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.

  A collection was placed on my credit report in the amount of $642 in June 2023. I am a current customer that has internet services only. I contacted customer support in the billing department and learned that the collection belongs to my sister. I was advised my sister does not have a social security number on file on her account but mine does. Customer Support verified the collection is 100% my sisters account and stated I am NOT listed on her account as an authorized user. I disputed this information through Equifax to learn the collection was verified as accurate. This information alone disputes what the company has told me so I called them back. They again verified the information is not mine and stated they have no way to remove it because they dont have a collections department and collections are provided by a third-party company. The company stated they are not aware of what information was sent to Equifax to verify the legitimacy of the account because they show its not my debt. I am requesting this collection be DELETED immediately from my credit report as it took my FICO score down 114 points. I have stellar payment history on all of my credit reports and do not want a negative remark on my report for an account that has been verified by this company, as not my account.

  

  Business Response

  Date: 08/03/2023

  Following the receipt of **************' complaint, our **************** Manager looked into the issue and found that because **************' phone number was listed on her sister's account, it linked the two accounts during collections. Our ********************** is working on the issue and the $642.16 will be removed from **************' credit report in less than 30 days. We apologize for the inconvenience this mistake has caused and appreciate the customer bringing it to our attention. Thank you!

   

  Customer Answer

  Date: 08/03/2023

  
  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,
  
  Chaque *****
  
   
  

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet service has been consistently spotty for several months. I contacted the Sparklight tech support line multiple times over. Each time I was told to unplug my router. When that inevitably didn't work, I was told the only way to resolve the issue was to schedule a technician visit. My job is difficult to request leave--not Sparklight's problem, I realize--but I was able eventually to use leave time on 05/05/2023 to schedule a technician visit. The technician updated my router's firmware, but then realized the issue was with overhead cables along the street--cables damaged by weather, animals, or trees. The technician placed a work order for a bucket truck crew to replace the damaged line and indicated it likely would be repaired within a week. The technician indicated that someone would contact me to verify the visit, but that I would not need to be home at the time, as all work would occur outside. No one from Sparklight ever contacted me. I called the billing line and technical support line multiple times. No one could provide me an update. Two and a half months later, I was told that Sparklight had no record of the work order and that the **************** isn't good about returning phone calls." I requested the phone number of the *************** so I could call directly, but was told they didn't have a direct line. The phone rep indicated she would send the manager an e-mail message. A week later, I called Sparklight again for an update. I was told again that "the manager isn't good about returning phone calls," but that the phone rep would "escalate the issue" to her supervisor. The phone rep indicated that she would contact me the next day with an update. For the first time since I've dealt with this company, the phone rep kept her word. She called me to indicate a bucket truck was scheduled for two days later to repair the line. She indicated she would call again to confirm the date. It's now two weeks later, and nothing.

  

  Business Response

  Date: 08/08/2023

  ************************** drop cable was replaced on 7/28/2023. Our Manager of Field Operations attempted to call ********************** to verify services on 7/31/2023 and again on 8/3/2023. If ********************** is continuing to have service issues or has any other questions or concerns, we encourage him to call us directly so that we can further assist. We apologize for the inconvenience that this issue has caused and we appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 08/11/2023

  
  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.  Sparklight, however, provided me with no explanation for why their company took 3 months to perform this repair service.  I was simply told, "This shouldn't have happened."  I was provided no financial compensation or reduced rate due to the poor internet service and poor customer service.  I am not confident that, should I experience additional poor internet service, Sparklight will address the issue in a timely fashion.

  I'm satisfied that I currently have working internet service again after waiting (and paying) for the past three months.
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/23/2023

  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've been having internet issues for the last month with no resolve. It is bleeding over into my work as I stream to a website and constantly use the upstream of my internet to do my job. I have been getting 1/5th of my internet speed for half of a day for 30 days and called the service provider for repairs which they cannot seem to fix. It is false advertisement and I am not getting my monies worth. I need this issue resolved or I want to seek compensation please help.

  

  Business Response

  Date: 08/02/2023

  Following the receipt of ********************' complaint, our Field Technical Supervisor (FTS) spoke with the customer on July 31, 2023. Our FTS let ******************** know that there was an intermittent issue in his neighborhood that we were working on tracking. We were able to locate a couple of drop cables that needed to be replaced. Following this repair, we have monitored ********************' modem and have seen no issues since July 31, 2023 at 4:00 PM. Our FTS left a message with the customer this morning, August 2, 2023, informing him that we had corrected a couple of issues and that his modem has been running clean since that time. We will offer ******************** a credit in the amount of one month of service for his trouble. We apologize for the inconvenience this has caused and we appreciate ******************** bringing this to our attention. Thank you!

• Initial Complaint

  Date:07/22/2023

  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.

  Being disconnected repeatedly. The cable runs on top of the ground four houses down from the box. I have been disconnected every 5 minutes for over a month. Have called and called. Terrible service. Paying $100+a month for this!!! I never had this issue with Cable One. This is the cable running through 4 back yard to mine.

  

  Business Response

  Date: 08/02/2023

  Following the receipt of ****************' complaint, our Advance Technician visited the customer's residence on July 24, ********************************** the home which has resolved the issue. Since the date of the repairs, ****************' service has been stable and working properly. **************** was informed that we were to continue to monitor the service for the remainder of that week. A credit in the amount of $75 has been applied to the customer's account. We apologize for the inconvenience that this caused and we appreciate the customer for bringing this to our attention. Thank you!

  Customer Answer

  Date: 08/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  They fixed the problem temporarily, and called 2x to check back on my connection, I am satisfied with the fix for now.

  I understand the original "cut" to the cable was done on a property behind me, and they will be fixing it permanently soon.

  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:07/21/2023

  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 ordered Sparklight in Feb 2022, The tech came out and proceeded to install, when I came back outside he had ran ******* feet of cable diagonally across my yard to hook up internet, drilled 6+ holes in the new house siding and said a tech will come back in a few weeks to dig a trench through the yard for the cabling. I said no way, to stop and remove it all. I cant even mow my yard. I had to call and cancel the service which took me 2 days. I was told by a manager that I would not be charged for the inconvenience and to return the modem. I returned the modem and no balance was confirmed. I then 6 months later get a letter saying I was sent to collections without receiving an invoice or bill for $15! Absolutely a violation of the fair credit reporting act! Bad business practice and sending me to collections for $15 costs more to collect the $15 then to just call me for a payment that I was never billed for and told I didn't owe. Customer support claims after 60 days they can't handle the past due call and to call corporate or collection agency. We manage real estate with multiple accounts with sparklight and almost every time the customer service sets our account up wrong or fails to click autopay.

  

  Business Response

  Date: 07/25/2023

  Following the receipt of ****************** complaint, our **************** Manager was able to see that there was a remaining balance of $15.27 when ************** cancelled his account. This amount was written off and sent to collections. ************** was incorrectly told by one of our representatives that the balance could not be waived due to the fact that more than 60 days had passed. We have since credited the amount back to the account and have pulled it out of collections. Feedback will be provided to our representatives in order to prevent this mistake from happening again. We sincerely apologize for the inconvenience this has caused and we appreciate ************** bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:07/21/2023

  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 been a customer of ****************************************** since 2018. I currently pay approximately $140 a month for 1Gig ********** of internet per month. Since about July 5th, 2023, our internet has been going out for hours at a time daily. I have called Cable America daily for the past 3 weeks complaining about having no internet and having several different technicians come out for service calls but never resolving the issue. They will get the internet working for about an hour or two and then it will go out again. We are at a loss for what is causing the internet outages in the entire neighborhood. On July 18th, 2023 I called again because our internet went out and the soonest they could schedule a technician to come to our house was July 20th between 1pm and 4:30pm. My wife waited at our house all afternoon on July 20th but no technician arrived. At 7pm on July 20th I called CableAmerica again to ask where the tech was, I was put on hold for over 45 minutes from an employee named **** at a call center in ******* who was unable to contact the technician or his supervisor or any employees in the state of Missouri. When I asked if I could get a discount applied to my bill since I haven't had internet for several days, **** stated that he was not able to facilitate that and that I would have to talk to my regional office. I then asked if I could discontinue my service and close my account, which he again stated he was unable to process this request. CableAmerica is committing theft by continuously taking my money and not providing any adequate service or resolving any issues. My continuous phone calls, complaints, and discussions with the technicians have made it clear they do not care at all about their customers. And the fact that they will not let me cancel my service is absolutely wrong. Something needs to be done. And this isn't just happening to me. All of my neighbors who have CableAmerica have been complaining of the same issues for weeks.

  

  Business Response

  Date: 08/10/2023

  Following the receipt of ******************** complaint, our **************** Manager looked into the issue and found that on 7/20/2023, our technicians were running behind due to area outages. The customer contacted us and we advised that the work had to be assigned to a different technician. The customer then contacted Tech Support after hours to request credit or to disconnect service.He was advised that those requests are handled by the billing office. We rescheduled the Service Call, which was completed on 7/21/2023. Credit was issued to the account on 7/25/2023. The customer contacted us again on 7/27/2023 and scheduled a disconnect. The account is now Inactive, and we have issued a refund for the last payment received. We apologize for any inconvenience and encourage **************** to call us directly should he have any questions or concerns. Thank you!

• Initial Complaint

  Date:07/20/2023

  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.

  On Monday, July 17 a Sparklight cable truck was cited for following too closely in a vehicle accident in which my vehicle was rear-ended. The phone number provided in the report (see supporting documents) does not go to a person or company, but provides and email address that does not work (bounces back) and references and online reporting tool I cannot find. I called Sparklight and they said my only recourse was to physically go to the local office, which is unacceptable and they gave me the corporate number where I was able to leave a message that has not been returned. They are responsible for the damage to my vehicle and for a rental car and need to contact me to make those arrangements. This system suggests they are trying to avoid responsibility by making it impossible to contact them.

  

  Business Response

  Date: 07/25/2023

  ******************* Company has been communicating with the Hummels since the date of July 19, 2023. They have had several conversations with *******************************, who represents himself as being ******************************* husband. ******************** phone number was not included in the ********* incident report which delayed Travelers in reaching her until they were able to obtain a copy of the police report. The phone number listed on our ID cards is clearly stated as belonging to our broker. They take accident reports and pass them along to us. We apologize for any misunderstanding with **************** and encourage her to remain in contact with ******************* should she have any additional questions regarding the claim.

  Customer Answer

  Date: 07/25/2023

  It is correct that ******************* has contacted my husband however they did not contact him until Friday, July 21st, not on July 19 as you state. The phone number that was provided on the accident report was listed as the insurance name and contact number, not as a broker. The number, when called does not indicate that an agent will contact you. It only says you can try an email address (which bounces back) or attempt to find some online portal that was impossible to find. So, I was left for four days unable to contact anyone or get any information about my car or options for a rental vehicle. I appreciate how helpful Travelers have been at this point, but the purpose of an accident report form is to provide accurate information to all parties and a way for follow up communication which was not provided. Expecting individuals who were rear ended by your driver to just wait around hoping for an eventual call is unacceptable. 

  

  Business Response

  Date: 07/26/2023

  We understand ******************** frustration and we apologize for any misunderstanding or miscommunication on our part. We also apologize for the delay in communication following the incident. Now that Travelers has been able to make contact with ****************, we will need to allow the agent to assist in any further details regarding the accident.