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

  
• 

  Cable One

  618 N Main St Altus, OK 73521-3112

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  Cable One, Inc.

  99 Bisbee Rd Bisbee, AZ 85603

  

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:03/25/2023

  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.

  For the last several months I have been having issues with the quality of the internet that I am forced to use due to a contract that my apartment complex is in with ******** Communications. The issue I am having is that the company is refusing to fix an issue that I have brought to them multiple times. They send technicians to my residence to "fix" the issue but the issue has not been fixed. I was told that my issue would be e-mailed to their escalations department three separate times and that I would be receiving a call back from the escalations department within 24 hours each time. I have not received a call from any person in the business other than the technicians who have come to my location. I have been waiting for 48 hours as of this submission to be contacted to have the issue resolved. The issue has not been resolved and I am without climate control in my residence because ******** Communications is refusing to fix the issue at hand. I have been without climate control for the last 72 hours with the temperature in my residence reaching temperatures of 90 degrees. I have brought this up to them and they still refuse to fix the problem. I am charged $55 a month for their services that they are not upholding on their end.

  

  Business Response

  Date: 03/31/2023

  Upon review of **************************** account, his bill ran from the 6th of each month to the 5th of the following month. ************************ returned his equipment on the 22nd of February, 2023 and disconnected his services. Due to the disconnect occurring on the 22nd of the month, ************************ was charged for the services used between the 5th and 22nd of February, which resulted in the $46.54 charge remaining on his account. On March 24, 2023, our Lead Customer Supervisor was able to reach ************************ by phone and explained the billing cycle information and the remaining charge. Due to the misunderstanding, the remaining charge of $46.54 was waived from the account and refunded back to **************************** checking account. We consider this issue to be resolved. Thank you!

• Initial Complaint

  Date:03/22/2023

  Type:Product 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 canceled by Sparklight on the day payment was doe they took out payment of $89.00 I turned in all equipment I got a refund of *****. So they got away with$54.00 that is stealing .

• Initial Complaint

  Date:03/14/2023

  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 had nothing but issues with sparklight connectivity issues and had scheduled a tech to come out for March 23 between ****. My final text confirmed they would be here between *****. So i left to run an important errand between 1020-1050. Then i received a text my appt for today was cancelled. Apparently my ring caught the tech coming at ***** after they had confirmed for *****. I spoke with an agent who did nothing but argue with me after I asked for a supervisor over 5 times. Then when we get off the phone i noticed an appt scheduled but without a date and time. I called and spoke with an agent again and they said it was scheduled for March 14 between 1-5 without confirming with me. I was told I would get a supervisor to call me which did not happen. I am so frustrated that they do nothing to correct their errors. Why should I have to rearrange my entire schedule again due to their error?

  

  Business Response

  Date: 04/05/2023

  Following the receipt of ****************** complaint, we were able to see in our notes that when the technician arrived for the trouble call, there was no answer at the door and that her dogs were inside barking. Our General Manager called ************** and scheduled a trouble call for today, April 5, 2023. ************** was also given his direct number in case she has any further issues. Thank you!

• Initial Complaint

  Date:03/08/2023

  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.

  Fidelity came to my residence nearly two months ago and run new coax from the alley to my house and left the coax laying in my back yard. They told me at the time that it would be a few weeks before they could get their contractor to come and bury the line. It's been two months now and the cable line is still laying across my yard. I have tried calling them on several occaisions and each time I'm told that they are still waiting on their contractor who is running behind and someone will contact me concerning this issue. No one has contacted me.Now I have people coming to work in my yard and this exposed cablevison coax is still unburied. It took quite a few phone calls to get them out to run the new line in the first place. If someone accidently damages this new line, I will be right back at square one.

• Initial Complaint

  Date:03/07/2023

  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.

  Several times during the past months we have lost internet service sometimes for up to 10 hours...we need to be given credit on our bill since this is becoming a every other day occurrence.

  

  Business Response

  Date: 03/16/2023

  Following the receipt of the complaint, our ****************** Specialist has made several attempts to contact ******************, but has been unsuccessful in reaching her. We encourage ****************** to give us a call back so that we can assist her in resolving this issue. Thank you!

   

  Customer Answer

  Date: 03/17/2023

  If we(the customer) are left without **********************/internet services for several hours then we should not have to pay for the service during these times. several times when this occurs we get a message when you call to report no service that cableone is making some type of repair or update...customers should be given prior notice of such times and these so called repairs or updates should be done during the most least used times after midnight...i work during the daytime hours so if they need to contact me they need to do it during evening hours...but they don't need to speak to me about this if a person is paying for a service and that said service is not being given then no fee should be charged..thank you

  

  Business Response

  Date: 03/21/2023

  Sparklight performs all planned maintenance between the hours of 12 AM and 5 AM. Unfortunately, at times, we do have to work on our systems during daytime hours as well. If ****************** feels that she is owed a credit to her account, we will happily provide that to her. However, we do need to have her give us a call at a time that is convenient for her so that we can discuss this issue with her.   

  Customer Answer

  Date: 03/28/2023

  
  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:02/24/2023

  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.

  Sparklight sent out "System Tech" to install my internet at my brand new home on January 24, 2023. The tech told me that there was a blockage in the conduit and he had called is supervisor to come help, it would take a few hours, I couldn't see them working on my drive way. He came back to me and said they couldn't get the line thru, that the conduit was blocked, but they could run it around the house and Sparklight could come by and figure it out, I wasn't happy but I needed internet for work. The next day my movers came to the house and I walked out on the far side of the driveway to see System Tech had damaged my brand new concrete, drug some type of heavy equipment back and forth over it, chipped it and ***** it out. I called Sparklight the next morning (1/26/23) and filed a complaint, I asked for a copy but was told by customer service they could not give me one. But said I would be hearing from them in a few days... I never did, then about 2 weeks later I came home to find someone in my yard work, I was furious, i jumped out of my car and asked them who gave them permission to be on my property. It was another affiliate with Sparklight and he was very nice and explained what was happening, they got the wire thru without equipment, and he said the other company should have asked permission to drill on my property, which they did not. I am furious that my new driveway was damaged, literally less than a week after I moved in by a company that did not ask my permission or disclose that they damaged my property, they also left trash where they were working.. I called back in today to get an update and customer service said it was sent to the local office, she refiled the complaint for me.

  

  Business Response

  Date: 03/03/2023

  Following the receipt of the complaint, our Supervisor of Field Operations visited ******************** residence to follow up on claims of damage done to her driveway when installing service to her home. After viewing the damage, it was determined that we don't have any equipment large enough that could cause that type of damage. The duct rodder, which is the largest tool that we carry on our vehicles, was shown to **************** and she agreed that it would not have been the cause. **************** was under the impression that we had been digging underground during the installation, but that was not the case. We explained our installation process to her for the work that was completed at her home that day and that we cannot be liable for the damage to her driveway. **************** stated that she would figure out her **************** forward and will reach out to us if necessary. We consider this matter to be resolved. Thank you!

• Initial Complaint

  Date:02/21/2023

  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.

  This complaint is against Sparklight. Our account is *********. My wife, *******, and I received nummerous notifications the fall of 2022 stating that Sparklight cable services were being discontinued and to avoid service interruption we would need to convert to Sparklight TV. At that time we had our internet, phone, and cable service through Sparklight. On November 28,2022 my wife spoke with a Sparklight *********** explaining that we were both retired and on a fixed income and were looking for an economical way to keep our current services, the service representative was helpful and told us our monthly rate to keep our current services would be $233.56. This was our bill for a month. Bills for the next two months were $261.36 - an increase of $27.80 which amounts to $333.60 + tax annually. On 2/13/23 my wife called and spoke with ****, a Sparklight ********* said she would have a superior listen to the recorded call on 11/28/22 and someone would call that day. No one called. On 2/14/23 my wife called and spoke with *******, a Sparklight *********** reviewing the notes on the system and messaging a superviser she said the the call was being reviewed and someone would call back that day or the next. No one called. On 2/15/23 my wife called and spoke with ******* a Sparklight *********** my wife explained the situation again, ******* said she would remove the charge of $12.50 per month for the 2nd modem which we were told we would not be charged for on the 11/28/22 call. Removal of that change would change our monthly bill $243.86 - still not the rate we were given initially. She said she would have a supervisor call in 24 - 48 hours. No one called. On 2/16/23 my wife called and spoke with ********, a Sparklight ********* said she would have a supervisor call in 24 - 48 hours and she would call back herself on Monday, 2/20/23 to insure that a supervisor had called. To this date, 2/21/23, no one from Sparklight has called us concerning this situation.

  

  Business Response

  Date: 02/27/2023

  At the time that ****************** called to make the change to their plan, our agent failed to inform her that there would be a rate increase. However, this increase was printed on the statement for December 6, 2022. The rate increase totaled $5 and the customer also lost a $10 Bonus Bundle discount at that time.  The ********* current bill totals $291.25 including discounts and promotions in the amount of $84.05, bringing their monthly rate to $207.20 plus taxes and fees. Our General Manager called and spoke to ****************** on February 23, 2023 and explained the rate increase. We apologize for any miscommunication. We consider this issue to be resolved.

  Customer Answer

  Date: 02/27/2023

  We were given no other option but to call to change the plan to the new service since we were told that current services were going away.  If an authorized Sparklight employee cannot give acurate information, that is Sparklight's problem not the customer's.  I confirmed with the ********************** employee numerous times what my monthly rate would be.  The thirty day notice for the increase was for the month following he first billing for the new service.

  We feel this constitutes deceptive and unethical business practices.

  

  Business Response

  Date: 02/28/2023

  We understand that our CSR should have been more clear on the date of the rate increase, however, there certainly wasn't any deception intended. The rate increase was also in the previous bill, giving a 30 day notice to the customer. We have given the ******** $84.00 in discounts towards their bill. We apologize again for any miscommunication on our end, but we have done everything that we can to resolve this issue. Thank you.

• Initial Complaint

  Date:02/21/2023

  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 America, over two years, $130 a month.At least every day or every other day our internet goes out. Also between going out these the issue that Ive been promised 1 gig and it not ****** goes between 500 MBPs to 800 MBPs. This is getting old and every time I call them they either say its my modem or theyre doing work. *** replaced my modem with a new one and still having the same issue. What if I bought a car and it just shut off randomly? Id take it back. The problem is they are the only one in our area thats even half good.

  

  Business Response

  Date: 03/02/2023

  Following the receipt of **************************** complaint, a technician was sent out to his residence on March 2, 2023, but was unable to find any problems. However, we do have a known, intermittent issue in the area that we are actively working to track down and repair. We have issued ************************ a credit to his account for one month of service in the amount of $103.00. We apologize for the inconvenience that the customer has experienced and we appreciate it being brought to our attention. Thank you!

• Initial Complaint

  Date:02/16/2023

  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.

  I activated my service with Sparklight in 11/22 and paid for the following month (into December) $100. Every month they send you a notice that payment is due. So December I pay the due amount of $2, then January I pay the amount of $70.99, now its February and they claim I owe $148. I call and explain, the extremely rude customer rep says Im owing a late fee plus a previous unpaid balance. I provided proof of email screenshots that I was only prompted by their system to pay the amounts I listed above, so it is impossible Im overdue or late, plus they sent me NO notices of unpaid/late fees. She said yep, so can I help you with anything else? And told me she would not fix the issue or connect me with a supervisor. I spoke to another agent on their chat service and they completely ignored all the proof I sent and told me I still owe them and they did nothing wrong. Even though I have emails showing I paid every single month, and their system only allows me to pay what THEY claim is due. So how was I supposed to magically know that they didnt charge me the full amount back in Dec/Jan? It is physically not possible to sign in and just pay a random amount, I can only pay what is due when I am sent a statement and login to their payment portal. They are claiming I missed a payment but are providing zero proof and completely avoiding the various screenshots and counter proof I have. Instead of acknowledging their technical system has an error and resolving the issue, they told me they are correct on their ends and refused to deactivate my service or resolve the issue in any way. Ive never spoken to such disrespectful customer agents in my life, they were completely unwilling to respond to any points I presented and acted extremely ignorant. Instead of admitting their system had an error beyond my control, they blamed me and copped out of any responsibility and wont even let me deactivate my plan with them. A scam, do NOT get your internet through these people.

  

  Business Response

  Date: 02/17/2023

  Following the receipt of the complaint, our ****************** Specialist reached out to ******************** on February 17, 2023. She explained to the customer that a payment was missed, explained our billing process, and helped her sign into her Sparklight Customer Portal so that she can see the bill and pay it each month by the due date. As a courtesy, we have reversed both late fees from ************************ account. We apologize for any misunderstanding. We consider this issue to be resolved. Thank you!

• Initial Complaint

  Date:02/16/2023

  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.

  I am trying to get cable service threw sparklight cable in ****** and I was told that I owe a balance but I have never had service when thus company was ***** one over 10 years ago i was told I had service at a address and I no I didn't I went to the court house and found our who owned the property and I went to the man's house and spoke with him he is and oriental man and said that is 1 of his rental property and that he has been renting to this gentleman since after ******* and I had him write a statement like the office said and bring it to them it was in Chinese hand Writeing and I brought the l to the ****** *********** office the man didn't even know who I was I just contacted there office to get new service in my new apartment and there saying I still owe a bill and I told them I don't owe a bill especially from 14 years ago I have been living with my parents since ******* I want this removed because I didn't have service with them at any time I have been living at ********** since ******* and I can have statements from my family and the people in ower nebohood please help me get this taken care of I don't mind paying my bills I have excellent references that I pay my bills on time but I am not gona pay for something I no I didn't have thank ************************* social security number *********** phone ************

  

  Business Response

  Date: 02/27/2023

  It is our understanding that **************** has been calling with similar requests since 2016. The phone number and social security number are the same on the request as they are on our written off balance. ************** has been advised in the past to file a police report for identity theft, but we have never been given a report. Without a police report, we are not able to open an account for ****************. If she has any questions, we suggest that she give us a call directly. Thank you!