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

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  
• 

  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:01/12/2023

  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.

  Cable has been on and off since 12/31/22. I called Sparklight in Prescott, AZ, 3-4 times to address my cable being either down completely or having most all of the local channels unavailable. On New Years (supposedly available 24/7) I waited on hold for over 30 minutes with no answer. Finally later in the week after reaching a secretary, none of the secretaries over the phone were able to identify a potential issue and had no information about local (Prescott) area outages or problems. They refused to contact the ** park (who houses all cable boxes and equipment in a central location within the park) to address a potential issue within the park. The soonest appointment time was 1/12/23 between 1400-1700 and I was informed that I would receive a call before the technician arrived. On 1/12/23, as I took the day off work expecting to wait around all afternoon, I awakened to a sign on the door reading "sorry we missed you" and the technician had shown up at **** with NO CALL beforehand. I immediately called Sparklight and tried to have the technician come out today or within the week and they informed me that the soonest would be on 1/17/23. Furious having been without cable for 2 weeks now, I spoke to a supervisor in a central time location (since you can never get anyone at the Prescott location on the phone) and the supervisor was unable to solve the problem with the Prescott managers. Prescott informed the supervisor of "push back" from dispatch and no sooner appointment times. The supervisor informed me that I should receive a call from a Prescott manager today and of course I have heard nothing from them. Sparklight in Prescott, AZ is a poorly run, horrendous customer service operation that scams people out of money and refuses to fix any issues. They do not stand by their word. A customer cannot get in local contact with them for issues. There is no way to file a corporate complaint. And Sparklight is a monopoly that charges high rates and no customer service!

  

  Business Response

  Date: 01/16/2023

  On or about January 1, 2023, a single channel (Channel 12 **** went offline. Because it was only one channel, we were not notified that an outage had occurred. On January 9, 2023, the unit in ****************** community was rebooted in an attempt to recover the channel that was affected. Unfortunately, we lost the entire card providing half of the channels. The card was replaced with a spare and it was able to bring back up all but six channels. We located an additional spare unit to have shipped to us. This equipment was received and installed on January 12, 2023 and all channels were restored. When the technician was on site on January 12, 2023, he received no answer at ****************** door and left her a notice. We have another service call scheduled for January 17, 2023 and will have ************** visit ****************** residence to explain what took place if she is home. All channels are currently operating properly. We apologize for the inconvenience this caused ************** and encourage her to reach out to us directly should she have any questions or concerns.

• Initial Complaint

  Date:01/09/2023

  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.

  Over the last 6+ months its been nothing but a headache dealing with Fidelity. Several months ago we had to have someone come out to replace a line on our property, a temporary line was placed which got stolen 3 times in one week and had to be repeatedly replaced. My boyfriend had to replace the line himself on one occurrence because Fidelity couldnt get here to do it themselves until days later. I work remotely and internet is required for me to do my job daily, I have explained this to NUMEROUS Fidelity employees over the last several months and clearly no one seems to care. Then, Fidelity sent a third party company out to apparently bury the line, however, come to find out they only buried a portion of the line and didnt finish the job. Now, a week ago, we had to have someone come out and replace the temporary line again. This tech informed me that someone would be contacting us once they were scheduled to come out and permanently fix this issue and complete the prior job that the third party company didnt finish. We never received a call. Instead, I only found out when I saw three Fidelity trucks with equipment go down our road today. No one bothered to stop by the house to notify us that they would be working. No call, no warning whatsoever. They spent several hours here today and now our internet is NOT working. I havent been able to finish my work day and have spent 4 hours without internet and being unable to work. This is absolutely ridiculous and unacceptable. I called a representative about all of this today who argued with me that there was no way anyone had been out today when I clearly have pictures of what was done by the Fidelity team today. I need to be reimbursed for the time that I have missed out of my work day for the fifth time ******** need to be reimbursed on our bill as well as our phone has been off for several ************ internet has been out numerous times over the last several months as well.

  

  Business Response

  Date: 01/13/2023

  Following the receipt of the complaint, our Supervisor of Field Operations contacted ************** on January 10, 2023. Prior to receipt of the complaint, our construction team had been at the residence to bury a new line. The crew failed to make contact with ************** or to verify if her services were working properly when they left. We have applied a credit in the amount of $143.50 for a full month of service to ****************** account. We sincerely apologize for the inconveniece and appreciate this being brought to our attention. Thank you!

   

   

• Initial Complaint

  Date:12/31/2022

  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 spend almost $300 a month with this company yet to get my service repaired is absolutely impossible. Their Technicians are so extremely ignorant. They have no clue on what to do. You talk to them on the phone about your issues and it is like talking to one of the Three Stooges. This company needs people with knowledge which they currently do not have. Their TV service is awful. I constantly watch TV in fear that something will go wrong. You call them they do nothing. I am to the point where I am about ready to file a lawsuit against them. I want my Internet and TV service fixed!!! PLEASE HELP ME!!!!

  

  Business Response

  Date: 01/05/2023

  Our Manager of Field Operations contacted ************** on January 5, 2023. One of our Advanced Technicians made a repair to the main line prior to ****************** cancelled service call. ************** stated that his services have been fine following this repair. We apologize for any inconvenience this issue caused. We consider this matter to be resolved. 

   

• Initial Complaint

  Date:12/31/2022

  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.

  I no longer need Sparklight internet service and have told them but I keep getting a bill from them and from a collection agency and they have reported it to the credit bureau.

  

  Business Response

  Date: 01/03/2023

  Following the receipt of ****************** complaint, it was discovered that he had requested his service to be disconnected when he mailed in his July payment. The $51.29 write off balance has been credited back to **************, which will also remove the amount owed from collections. We sincerely apologize for missing this request and appreciate ************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 01/04/2023

  
  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:12/30/2022

  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.

  Despite repeated attempts to disconnect service we were repeatedly told we were not able to unless we would be willing to take off of work and go to their store front in ******** MS during the LIMITED hours they had people available to assist. After multiple phone calls we were able to get the current balance due paid in full and were told that due to the limited availability of personnel we would be disconnected at that time and to return the equipment to the business via the drop box - again unable to drop during open business hours as they are only open apx 4 hours 4 days a week. On dropping boxes off we called to follow up to ensure that they were received and were told that dropping them would not suffice and that a bill was still incurring and that the box would not be checked again for another 5 days. This is fraudulent and extortion of people. Any fees and penalties they are attempting to continue to charge against us should be dropped from the original date of attempted disconnection.

  

  Business Response

  Date: 01/04/2023

  Following the receipt of ****************** complaint, our General Manager reviewed the calls between the former customer and our customer service representatives. The last day of usage on the modem registered to ****************** account was December 13, 2022. We have credited the account the amount charged between the dates of December 14, 2022 and December 26, 2022. We apologize for any inconvenience or misunderstanding. We consider this issue to be resolved. 

• Initial Complaint

  Date:12/26/2022

  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.

  ******* communications cable service has been scrambled for over 5 days now......Lost signal, lost service, ************, digitalize pic, no sound, no picture, black screen, no service no help NO NO NO NO, ******* would better service the cable contracts by replacing the faulty equipment or updating the cable lines that are too old to handle the service they are being paid to provide!!

  

  Business Response

  Date: 01/11/2023

  Following the receipt of the complaint, our Field Operations Superviser contacted ****************** on December 30, 2022. ****************** informed him that shortly after she filed the complaint, her service was back up and running and that she hasn't had any issues since that time. We apologize to ****************** for the inconvenience. We consider this matter to be resolved.

   

  Customer Answer

  Date: 01/12/2023

  I cancelled Hargray all services, due to Cable down 90% of the time & home phone number never worked over a year i paid for an personal home phone number that never worked!! 
  im done with HARGRAY FOREVER!!

  

  Business Response

  Date: 01/16/2023

  Unfortunately, now that ****************** has cancelled her services with us, there is not much more that we can do to assist with her complaint. We had no documented trouble tickets for ****************** when she was our customer and when our Field Operations Supervisor called her at the end of December 2022, she stated that her services were working fine. We consider this matter to be resolved. 

  Customer Answer

  Date: 01/26/2023

  I cancelled the service agreement with Hargray due to lack of response to problems with cable, cable was down more that it was functional, i reported cable outages weekly on cable, lost signal, ************, lost connection always a lost something....excuse, so I FIRED THEM!!!!!! no more complaints on Hargray, as they **** as a cable provider!!

• Initial Complaint

  Date:12/24/2022

  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.

  Sparklight is not updating my address to reflect what my actual address is which includes a unit number. Thus, my address is ******************************************************************************. If they were to update my address - like Ive requested multiple times over the past two months, my ACP benefits would be applied and I wouldnt be getting charged the full amount. As it stands, I have $242 worth of chargers - if they would just put my address correctly, I wouldnt have remotely close to that amount due. I have multiple emails from myself to sparklight, from ACP to me which were sent to Sparklight, phone calls from Sparklight and I, and ACP and I, and Sparklight just wont update my address. They wont listen to what has been supplied them (the exact response that was emailed to me by ACP stating my address needed to be updated) to match my application. They still wont do it. *** told them to cancel my services or fix my bill - I told them so many times. They wont do either. They wont credit my account, they wont update my address, they wont apply my benefits, they wont cancel my service, but they will keep charging me I want assistance in getting my bill adjusted completely and I would either like my address updated so that my benefits can be applied or I want them to cancel my services so I can go somewhere else and not deal with them anymore.

  

  Business Response

  Date: 12/29/2022

  Our **************** Manager (CSM) was able to reach ********************** on December 27, 2022 to discuss her complaint. The *** discount has been applied to ************************** account as of December 24, 2022. Our CSM explained that we had to use **** to verify her address. ************************** service package was also updated to the Internet 300 Plan, which will save her an additional $15.00 per month. Our CSM let ********************** know that we will continue to monitor her account and gave the customer her direct line to contact her if there are any other issues. ********************** was pleased with the outcome. We consider this issue to be resolved.  

   

• Initial Complaint

  Date:12/15/2022

  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 Tech disconnected me today to install my neighbor new services. I have been here 5+ years! Every single time a tech comes out here, they s**** it up just a little bit and leave me in just a slightly worse situation than I had previously been in. With a smile on their faces, they mess up stuff and then claim that I will have to call to get another service appt (for someone else to fix it - ie. PASS THE **** on to someone else) and I have HAD IT with this Pass the Buck mentality. A previous tech broke a coax cable line so I had to relocate their equipment to a different location (less desirable) - that was a result of THEIR equipment failure. Another previous tech made a typo in the WiFi password and refused to fix it - causing the loss of several of my legacy devices that could no longer be connected. I want this FIXED back to the way it was when it was 1st installed AND I WANT IT DONE NOW!!!!!!!!!!!

  

  Business Response

  Date: 02/10/2023

  Our contractor unfortunately disconnected ********************' drop cable in error on December 13, 2022. As soon as ******************** called in to report the error, we immediately sent out one of our technicians the same day to make the repair. Following the receipt of the complaint, our Field Technical Supervisor called ******************** on December 15, 2022  and left a voicemail, but he never received a call back. our Technical Operations Manager called ******************** on January 18, 2022 and left a voicemail that has not been returned as well. We have seen no further communication from ******************** into our call centers. We encourage ******************** to give us a call back so that we can assist him with this issue as soon as possible. Thank you!

• Initial Complaint

  Date:12/12/2022

  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.

  Clearwave has left their cable laying dangerously loose in my front yard, and attached to my house so that I cant move it, for more almost two now. Additionally, the exterior cabling install was done poorly. They promised to fix it, but never did. Because of this, and poor internet speeds, I cancelled service on the deadline I told them I was waiting for, trying to give them a chance (2 weeks plus) to fix these things. I couldnt wait forever, as I work from home and need good internet. Clearwave said they would remove the cabling thats laying on the surface of my front yard and remove it from my house where the poor positioning of the cable is interfering with soffit work I need to have done, as well as seal up the holes they made in my siding. They have not done any of these things. After the supervisor's promise to send someone never materialized, I took it upon myself to schedule an appointment through their Georgia dispatch for November 7, 2022, but the tech never showed up, and no one ever called or followed up. I reported this, but never heard back. I have been trying to communicate with the supervisor with whom ** been speaking, and hes not returning my calls. None of the reps I was talking to are returning my calls. I am left with loose cable dangerously in my yard, attached to the house, the very poor install running all along my siding, and their equipment attached to my wall inside with apparently no recourse. *** now tried one more time to schedule another tech through dispatch, but am very worried theyre either not going to show, or are going to show and do further damage to my house.

  

  Business Response

  Date: 12/05/2022

  We investigated the complaint and show at least ************************************************************* our company and the complainant since 10/3/2022. Our customer support team contacted the complainant on 12/2/2022 via telephone and provided direct contact information.  The temporary service drop was also removed from the complainant's property on 12/2/2022.

  Customer Answer

  Date: 12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 18436142

  I am rejecting this response because: The way Clearwave has responded creates a false impression. When they say "there have been 15 contacts" what they aren't saying is that I initiated most of those contacts, and until Dec 2, which is two months from the date they give here, none of those contacts resulted in action. Furthermore, since I made this complaint I was *stood up yet another time* on a scheduled appointment to have this work done -- and, again, though I waited all afternoon for that serviceperson to arrive at my home, neither they nor the dispatch office contacted me in any way to say they were not arriving nor to reschedule. Therefore, they are giving in the false impression that they were contacting me trying to help, which they were not. I will add that it was a local rep, here in ********, who finally got me action on this by intervening, himself (not the corporate reps). I would also like to note that the workers arrived just before dark, had a hard time seeing the holes they were trying to patch in my siding that the earlier contract installer had made, and the patch job is pretty poor.

  Regards,

  *****************************

  

  Business Response

  Date: 12/23/2022

  This complaint was submitted and responded to by our ******************** team on December 5, 2022. If **************** is still having issues, her complaint needs to be redirected to Clearwave. Thank you!

• Initial Complaint

  Date:12/12/2022

  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 past summer ******* ran a service cable across our driveway and through our yard to the neighbor's property on the adjacent street. At that time, there was a big hassle regarding burying the cable under our driveway and through our yard. At that time we ended up agreeing to allow the cable to be buried under our driveway and through our yard. Now I see another new cable has been run across our driveway through our yard again. We are NOT going to agree (again) to having this 'new' cable buried under our driveway or through our yard again as the previous work cracked our driveway and killed the grass in our yard. ******* needs to find another solution to running the cable to the neighbor's house and NOT across our driveway or through our yard. Additionally I do not want any contact with ******* as they need find another solution to provide their service in our neighborhood that doesn't involve me or my property!

  

  Business Response

  Date: 12/21/2022

  Following the receipt of **************** complaint, our Technical Operations Manager visited the residence and buried the drop cable so that it is no longer laying across the driveway. Our Easement has allowed us to install the line as we did. Due to **************** request not to speak to anyone with *******, we are unable to communicate with him unless he reaches out to us first. We would like to discuss the damage that he states was done to his property from prior work that our team completed. We apologize for the inconvenience this has caused and encourage ************ to contact us if he would like to discuss this issue any further. Thank you!