Complaints

This profile includes complaints for Sparklight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sparklight has 174 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sparklight

  210 E Earll Dr Phoenix, AZ 85012-2626

  
• 

  Sparklight

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  319 College St Columbus, MS 39701

  
• 

  Sparklight

  2005 S Main St Roswell, NM 88203

  
• 

  Sparklight

  7501 Nita Pl NE Rio Rancho, NM 87144

  

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:07/19/2023

  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 has been out all day again. I called the company and tech support. It still is not working and not manager is available.I want refunded back the last month. They still have no answered the last complaint against them. I have also filed multiple other complaints again against the company.

  

  Business Response

  Date: 08/01/2023

  Following the receipt of ************************ complaint, our ************* Manager was able to reach the customer by phone on July 25, 2023. ******************** confirmed that his services were back up after our Advanced Technician visited his residence on July 19, 2023. We have credited ************************ account for the service lost. We apologize for any inconvenience this has caused and we appreciate the customer for bringing this to our attention. Thank you!

  Customer Answer

  Date: 08/01/2023

  
  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.

  They have come out and replaced a line.  I was told that should fix most of the problem.  *********** is working better.
  

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

• Initial Complaint

  Date:07/18/2023

  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.

  I have had no service for 3 weeks. Contact them daily and they say working on it. My line is down from storm. I have tried everything to get them here. They have all other outages back on but still not mine.

  

  Business Response

  Date: 07/26/2023

  Following the receipt of Ms. ******* complaint, one of our technicians visited the customer's residence on July 22, 2023 and was able to restore service by running a new drop cable. We have credited Ms. ******* account in the amount of $68.37 for the amount of time that she was out of service. A call was made to Ms. ****** today to verify that her services are working properly and a voicemail was left with the details of the resolution. If Ms. ****** has any additional questions or concerns, we encourage her to reach out to us directly. We apologize for any inconvenience and appreciate the customer for bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:07/14/2023

  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.

  I started an internet service through H32333738**3235373135H. I was supposed to have 1 gig download speed. The download speed was ***** gigabytes. I talked to multiple supervisors and it still hasn&#**;t hit 1 download speed. Also, I haven&#**;t been receiving my bill. I got a May bill that was behind and I didn&#**;t get a June bill and I got my service shut off in July. I can&#**;t get into the portal and they gave me a number and it directed me to the same lady I talked to 20 minutes ago. They shut my internet off 3-4 days ago because I received my bills late.

  

  Business Response

  Date: 08/10/2023

  Following the receipt of ****************** complaint, our **************** Manager (CSM) and the customer have had a difficult time reaching each other. Our CSM has called three times and left messages for Mr. ********** Smart returned her call yesterday, 8/9/2023, but our CSM had already left for the day. Another call to the customer was made and another voicemail left today, 8/10/2023. We encourage ************** to return our CSM's call at the number provided during business hours. We apologize for the back and forth and hope to resolve this issue as soon as possible. Thank you!

   

• Initial Complaint

  Date:07/13/2023

  Type:Product 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 July 4th I would call Sparklight and schedule/purchase service. During the process i was required to give permission from my Property Manager to Sparklight to build a box to run a line. I got the permission and even had him call them himself. Now fast forward to July 12 I was supposed to receive a call from Sparklight themselves but nothing no contact whatsoever. I decided to call today July 13. Once I reached a specialist she had to direct me to business because my account is a business account (its not). ****** is the person I spoke with he had no idea what i was talking about even though he pulled up the notes they have on my account. He didnt what to do so i got passed again and now this specialist from Scheduling is letting me know that **** my original specialist that was supposed to have this all scheduled and situated. I would really like to be contacted to figure out why there is so much incompetence just to set up a box which I imagine they are capable of, dont understand why they cant set up just like any other box around my neighborhood.

  

  Business Response

  Date: 07/25/2023

  Unfortunately, ************************ address is in an area that we do not provide services to. The property management company has not given us a right of entry to serve its residents. We apologize for any miscommunication on our end. Thank you!

• Initial Complaint

  Date:07/12/2023

  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.

  Our internet and phone went out on 6/29/23 due to storms in the area. We contacted Sparklight and notified of the outage. We were very patient in the beginning understanding we were not the only customers with storm ***************************** starting on 7/7/23 advised us that we had an appointment for 7/8/23 and would arrive by 7:00 pm. We received a text message on 7/8/23 at approx 6:45 pm advising that appointment had been moved to the following day 7/9/23. On 7/9/23 at approx 6:45 pm we received a text message advising appointment had been moved to 7/10/23. This same scenario happened again on 7/10/23 and 7/11/23. On 7/10/23 we did receive and additional text message from sparklight stating they would be to home for appointment between 5:45 and 6:45 and then was moved to 7/11/23. We can get no answers as to when will be repaired and appointments are just false senses of hope being given with no actual follow through on the companies behalf. We have even contacted customer service and gone to physical location and no help given.

  

  Business Response

  Date: 12/17/2024

  It appears that this complaint was filed in July of 2023. It is now December of 2024. If you are still experiencing issues with your service, please contact us directly so that we can assist you. Thank you!

• Initial Complaint

  Date:07/10/2023

  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.

  I've had disconnection issues since March 10th. I've called support close to 50 times, I've had 3 or 4 tech visits and had 3 different modems installed. Support has emailed the local office at least 6 times to call me and help me with this issue. They never call and I'm stuck with the same problem. This company has continued to take my money but refuses to fix the service I am paying for. Go check my account notes I'm sure you'll see a list a mile long. I just want my service fixed and my money back for the past 4 months of absolute misery this company has made me go through. If I have to explain this situation to another sparklight agent I'm going to loose my mind. As an internet provider who prides themselves as "reliable" this issue should have been fixed months ago.

  

  Business Response

  Date: 08/11/2023

  Following the receipt of the complaint, our Manager of Field Operations has been working with **************** to identify and resolve his service issues. We will remain in contact with the customer until we have found a resolution. We apologize for the inconvenience this has caused and appreciate **************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:07/09/2023

  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.

  Are Internet has been down 10 days. Of course they had to wait for Duke to clear our area. Once that happened we still had not internet. There was still sparklight lines down when they cleared the outage in our area. I have called 6 times. Service was horrible. They refused to take an outage report trying to tell me my home was the only one affected, but I knew better as several of my neighbors had this issue. A tech came out for one and said I can't fix it, it has to be a big truck and that was two days prior to my call. They knew the line was down and still did nothing for days. A tech called me and said that maintenance was doing repairs and it would be on when they were done. Three days later still no internet. Called again. Again they refused to take outage report and said they'd send a technician. They kept swearing everyone but me had internet. No technician came to my door but on was in the yard at some point because they took the casing off the box that has mine and others internet cables and left it off. So it's now been rained on etc. Friday I call again. They say a technician will be here Saturday from 8 am to 7 pm. No one showed again but they sent another text saying they'd be here today Sunday between 8 am and 7 pm. Both times telling me to go to a site and confirm my appointment. I have no internet so that's a joke and secondly the site is unsecured so my phone when we drive in town so I can get internet won't allow me to go to it. They charged me a full month yet I haven't had internet for 10 days and lord only knows when I will get it. The people who answer the phones have no clue what they are doing, unprofessional, and refuse to take outage reports. Appointments made no one shows up.

  

  Business Response

  Date: 07/10/2023

  Due to safety concerns for our technicians we had to wait for the power company to clear the debris.   The storm from June 29, 2023 caused a tremendous amount of damage to our plant.  We have technicians working 7 days a week and brought in contractors who are working diligently to restore all customer outages.   The maintenance technician was able to verify **************' service was restored today, July 10, 2023.   The **************** Manager did try to reach out to **************, but her number stated customer is not taking calls at this time.  ************** has been credited for the outage.  We sincerely apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hargray has been charging me incorrectly for already cancelled services at my previous home. I have called multiple times to have the issues rectified and they cannot come up with a solution. I have asked for the issues to be escalated multiple times and no resolution. I have been paying for a service I do not use and has been attempted to be cancelled multiple times

  

  Business Response

  Date: 08/02/2023

  ********************** had service installed at dual locations for a period of time. When the customer cancelled service at one of the addresses, our representative did not explain properly that the equipment at the address needed to be returned and ********************** continued to be billed for services as a result. On July 25, 2023, ************************** account was credited $686 and the equipment was removed from the account. We apologize for the miscommunication on our end and appreciate the customer for bringing this issue to our attention. Thank you!

  Customer Answer

  Date: 08/02/2023

  I did recently receive this credit and I believe it was not a fair credit. I was billed over 24 months at $80 a month. This credit does not nearly cover the expenses  was billed. I called customer service multiple times and this issue was never resolved. I feel like the credit provided is not enough. Specially since they proved they were billing two separate accounts for the entire 2 years which in itself is against company policy. 

  

  Business Response

  Date: 08/09/2023

  After additional research, we determined that ********************** was due an additional refund. Our **************** Manager spoke to ********************** and informed her that a check request has been sent to our ********************* and she should receive a refund check within the next few weeks. We encourage ********************** to call us directly should she have any additional questions or concerns. Thank you!

• Initial Complaint

  Date:07/05/2023

  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 am a customer of ********************** and have been for over 2 years now and have nothing but issues since day one with different issues!! I moved in at my daughters and got my services transferred there which I was assured this was ok and would work however Sparklight has been getting our bills messed up and when you call to speak to someone can not access the system with your info because they say its not you! On June 28th I paid ****** for the bill that was due 28 days prior to which every month after I pay my bill my modem will shut off and come back on, so when I paid it the modem did this and I just thought oh it does it ever month give it its normal 5-7 mins and itll come back on. Except this time it never came back on! I called tech support to find out why if there was something wrong with it and was informed my services had been disconnected! I was like hold on what?!!Once again was never shut off for a soft disconnect to let me know hey your services are about to be fully disconnected, which back in December/January I had spoken to a supervisor about this issue and she just brushed it off as oh you're lucky cause your modem is not communicating for this! She refunded the charges from the soft disconnects.I called today 7-5-23 to speak to a supervisor because when I called 7-3-23 I was told they were short staffed and a supervisor would call me and they did but I was at work and could not get to the phone before they closed!So today 7-5-23 I called and spoke to ***** who I asked to speak to a supervisor and she came back and said her and her lead went through everything and it was rite!! Thats not what I asked for so I said again to put a supervisor on the phone!!Someone names ******** who ***** introduced as a lead got on the phone and said that they are correct and my services are disconnected and to turn them back on I have to pay $138.66. Thats absolutely wrong!I look at all I bills and saved them to my files along with my payment history and also went thru my bank account to confirm the payments and I found discrepancies. All I want is my service to be restored because it should have never been shut off to begin with!!All of them have been paid and ******** saying that my may bill was a month late even tho it was only 28 days not 30 and I never had a soft disconnect and it didnt shut off until I made a payment on ****. My **** to **** bill due on ****, I paid $****** on **** which would have left only my June balance! Then the bill for **** to **** shows $266.25 being owed and a payment of $127.59 was made which I DID NOT make a payment like that other then on 5-19-23. So their billing is completely messed up!! Like I told her there are bills that say I didnt pay but yet ur system said I did as well as my bank account! So I want my services restored and I want a credit for the inconvenience!

  

  Business Response

  Date: 07/14/2023

  Following the receipt of ******************** complaint, our **************** Manager has attempted to reach the customer several times and has left voicemails with his direct line for a return call. After looking into our records, we believe that there may be a mix up between ******************** account and her daughter's account. In order to remedy the issue, we need **************** to call us back at her earliest convenience with the phone number provided to her via voicemail. We are unable to assist any further without being able to speak with the customer. Thank you!

   

   

• Initial Complaint

  Date:07/01/2023

  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.

  They have billed me several 12 dollar disconnect fees but my service has not been disconnected.They were not helpful when i called in.Please assist with a resolution.

  

  Business Response

  Date: 07/03/2023

  Following the receipt of Mr. ******* complaint, our **************** Manager was able to get in contact with the customer on July 3, 2023. She explained that the billing charges he was seeing on his account were late fees. She reversed the charges off of his account and changed his service with us to our Freedom Connect plan. Mr. ***** seemed pleased with the outcome. Thank you!

  Customer Answer

  Date: 07/07/2023

  They rectified the issue, the monthly had gone up for that older package but they had also reworked their packages so my plan went down to 80 ish. She also reverted the late charges.
  Thank you.