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

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  786 Dr Martin Luther King Jr Blvd Biloxi, MS 39530

  
• 

  Cable One, Inc.

  8400 W Westpark St Boise, ID 83704

  
• 

  Cable One, Inc.

  204 W Alameda Rd Pocatello, ID 83201

  

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:12/09/2022

  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.

  In an unsolicited phone call from a Sparklight salesperson I was pressured into signing up for a free trial on a service upgrade for a small business internet account. I was assured that I would be notified when the free trial was up and before I was charged for an increased monthly fee. The upgrade did not improve my internet service and I actually had more problems after the upgrade was made. Three months later I received a bill that included an increased amount for the upgrade. When I called to cancel, I was told that they did not have time to notify customers when a free trial period was up, and I would need to pay the additional amount. The representative told me that it was final, and I was not allowed to speak to a supervisor. This is a deceptive business practice, and I don't think I should have to pay for the increase.

  

  Business Response

  Date: 12/14/2022

  Following the receipt of the complaint, our ************* Team Lead reached out to ************** on December 14, 2022 and informed her that we owe her a credit to her account in the amount of $33.00 for the mistake that was made by our retention associate. This credit was applied to the customer's account the same day. It was also confirmed that ****************** requested downgrade had been completed, she was given information regarding her current speed level and options for an upgrade, and ************** provided feedback for our retention associate which has been sent to the associate's supervisor for further review. We apologize for the inconvenience this caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 12/15/2022

  
  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:12/08/2022

  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.

  On today, December 8, 2022, I was told to expect a call and a visit from a Sparklight Technician to install internet service in my home. I was told I had to remain home all day, to answer when I got the call, and to remain present with the technician. The technician never showed up. Everytime I call Sparklight they don't do their job! This is the second complaint I have had to file on them. The technician lied and said he knocked and he did not even show up. I called back and they said wait 45 minutes they are still not here! I work from home! I need internet strong enough to carry a great load of data. Sparklight is the only ones in this area. I am in desperate need

  

  Business Response

  Date: 12/20/2022

  On December 8, 2022, our technicians made a pre-call to ************ prior to visiting her residence. Because ************ did not answer the call, the visit had to be cancelled. The visit was rescheduled to the following day, December 9, 2022 and her service was installed. **************** service is currently up and running. We apologize for any misunderstanding. We consider this issue to be resolved. Thank you!

   

• Initial Complaint

  Date:12/07/2022

  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.

  Certain cable boxes have been without tv service for multiple days. Company offers no timeline for resolution, has made zero effort to proactively communicate and are not offering any billing or other remedies at this time.

  

  Business Response

  Date: 12/13/2022

  Our General Manager (GM) reached out to ****************** on December 13, 2022 and explained to him that the issues he was experiencing with his service were due to cuts in two of our fiber lines that were causing outages throughout all of Bonham. We also had several issues with our video service that affected the ******* market due to equipment failure. Unfortunately, we didn't have spare equipment at the time and had to wait for the manufacturer to *************. We have issued **************** a credit in the amount of $242.69 and our GM provided him with his contact information should he have any issues in the future. We apologize for the inconveniece that these issues caused. Thank you!

  Customer Answer

  Date: 12/13/2022

  
  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:12/07/2022

  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 am paying for a product that does not live up to what was promised. This is cable and internet service that we have had for several years. We are constantly having to reboot the modem and there is very frequent buffering on the screen. When you call the company all you get are apologies but nothing gets resolved. Why should we have to pay the full bill with so much downtime. Part of the problem is we live in a rural area and there is no competition. I have no qualms with our monthly fee, I just want a product that works. It doesn't have to be foolproof but this is ridiculous.

  

  Business Response

  Date: 12/13/2022

  Following the receipt of ********************** complaint, we were able to contact the customer and resolve the issue by upgrading his MTA on December 8, 2022. We followed up with ****************** on December 12, 2022 and he informed us that his services were working well. We will continue to follow up with the customer and monitor his service. We apologize for the inconvenience and appreciate ****************** for brining the issue to our attention. Thank you!

  Customer Answer

  Date: 12/13/2022

  
  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:12/01/2022

  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.

  Today 11-30-2022 I was looking at my bill and noticed I had a $12 reconnection fee, upon looking at my other bills I had about 3-4 more of these chargesmy internet service has never been disconnected to have been charged a reconnection fee. I immediately got on their chat and spoke to someone who said her name was **** and she proceeded to tell me that I was being charged the $12 fee because my bill has been late however I am Lao being charged an $8 late feeso I said I would call and speak with the supervisor. ***** a supervisor called me and said that my service has been interrupted and I explained to her that never once has my service been interrupted other then every single month I make my payment the modem will shut off and come back on ***** mins later, so I would like for the 4-5 xs the $122 has charged to be refunded and she told me that she could not because its a system generated fee for when the service gets interrupted. I once again told her my service has never once been disconnected in the year Ive had them as my provider and she told me that the good thing is that the modem is not communicating with their system resulting in the service actually not being shut off! So how do I know that she isnt just saying that Ive been disconnected and thats where the fee comes from so they can charge it?! Because my service has never been off ever at any point in the year that Ive been with them!! I would like for it to be refunded either back to my card on file or credited it to my bill!

  

  Business Response

  Date: 12/08/2022

  Following the receipt of ******************** complaint, our **************** Manager has called the customer several times and has been unable to reach her. A voicemail has been left with a callback number. We ask that **************** please give us a call back so that we can discuss her billing with her and help her resolve the issue. Thank you!

• Initial Complaint

  Date:11/30/2022

  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.

  Hargray continues to charge ** equipment fees even though we do not have any of their equipment. We discovered this extra charges go all the way back into summer of 2021 and they refuse to refund us any of those charges even though we did not approve anything. Also they keep adding the charges month after month after we call them and tell them to remove it. They have also tried to schedule unnecessary trips to our house without request by us that we have to cancel. I believe they are trying to get us for a trip charge now.

  

  Business Response

  Date: 12/07/2022

  ********************** account had a $10 internet promotion that expired in June of 2021. The expiration was noted on the billing statements prior to the promotion being removed from the account. ****************** was given a credit in the amount of $100 on November 21st, a credit in the amount of $12.50 on November 30th, and a final credit in the amount of $85 has been applied to his account for the remaining charges that were being billed back to June of 2021. ****************** has been notified of the final credit to correct his account. We consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 12/09/2022

  
  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:11/22/2022

  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.

  An $160 bill was generated during my first round on the Affordable Connectivity Program. I am on this *** from being unable to work temporarily from nerve damage pre-MS and aside from this live alone and somehow stay on top of things. The bill was generated from my own doing when I applied for a government phone so there would be two phones between two family members. This kicked me off the *** Internet credit and generated $160.The thing that is getting me are the little phrasing I hear when calling in and throwing myself at the mercy of the place...that "I should have been flagged" "you didn't get an email?" and no billing nor any kind of warming was sent that I saw or else I would have not willingly generated a $160 bill during this drawn out time for me not working right after my mother passed. We are all struggling here, not working, on EBT just like the messages say while on hold with Sparklight. One previous time an *** Sparklight supervisor took pity and created a new account. This is exactly the same scenario. It is just a surprise hit during the winter that I just don't have. I'd been on $11/mo *** rate then out of the blue $160. Yes it is my doing but who is the victim here? What's the difference between oops you undid your *** let's put you back on it since you cancelled your phone; but you still owe $160.I just can't suffer through this. I feel like though I caused it, there weren't any flags nor notifications otherwise I would have never willingly did this. I have phoned twice about it. Once then one week later. The first time I was walked through the cancelling then i had cancelled the phone and was placed back on *** Sparklight, but a second phoning she'd stated that current call was when I was placed back on the ***. Thanks for listening, Sparklight.

  

  Business Response

  Date: 11/23/2022

  After researching ******************** account, it appeared that on October 11, 2022, the customer still needed to complete a step of the *** application, which caused the discount to fall of his account. On November 10, 2022, one of our customer service representatives assisted **************** by walking him through the enrollment process on the portal. His plan was also downgraded at this time to our Freedom Connect 600 plan. Once the customer receives his November 27, ****************, 2022 billing statement, he should see the prorated *** credit plus any additional credits associated with him changing to a lower cost plan. On November 23, 2022 our **************** Manager called and left a voicemail for **************** requesting that he give us a call back so that we can discuss with him that when his next billing statement cuts, we will be able to remove the charges that accrued to his account when the *** benefit was removed. We encourage **************** to give us a call back if he has any additional questions or concerns. Thank you!

• Initial Complaint

  Date:11/21/2022

  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 contacted spark light to have new service connected to my house. I was told that I have to pay an upfront fee of $152 to have service connected to my house. I paid $152 and was told that I would have service connected on On November 19 which was a Saturday 2022. It became 1 oclock in the afternoon on that Saturday and nobody has showed up yet at my house to connect up service. I called and the person said yes it looks like theyre supposed to be at your house between eight and five so just continue to wait they should be there soon. I waited and I became 3:30 in the afternoon and nobody has still showed up at my house. I called again and they said yes there should be somebody there today still to continue to wait and by that time it was 5 oclock and nobody has showed up yet. Are they called again complaining that I need somebody here by Monday and whoever I spoke to you completely canceled everything that I had going on and then I had to recall on Monday to have somebody come out to my house and then I was told that no they dont do service calls on Saturdays and it was scheduled for Monday when in fact no I have a message stating it was Saturday, November 19. This is extremely frustrating and really sad and Im trying to get this new Internet and they cant even be here on the day that they had said to install my new service and now theyre pushing me out a week and a half from now when Ive already canceled my old **************** to have somebody come out and I need somebody here ASAP.

  

  Business Response

  Date: 11/29/2022

  Following the receipt of the complaint, our **************** Manager reached out to ****************** on November 22, 2022 to reconfirm her installation date of November 23, 2022. A credit in the amount of $30.00 was issued to ******************' account for the missed appointment along with an additonal credit in the amount of $25.00 for the inconvenience. We sincerely apologize to ****************** and appreciate her bringing this to our attention. Thank you!

  Customer Answer

  Date: 11/29/2022

  
  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:11/18/2022

  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 was given no notice for spark light to access an easement in my back yard. I read ***** Utilities Code Section ******* and I found that the electric cooperative must provide written notice to the owners of property in which the easement or property right is located of the intent to use the easement or other property right for broadband service. The electric cooperative shall send the notice by first class mail 60 days prior to access. I received no notice at all. They broke into my back yard through a nailed shut privacy fence. My fenced in back door was not locked, blinds to the back yard not closed. Destroyed my yard. And did nothing at all to properly inform me. Since I was not informed, I could not properly secure my home or restrain my dog.

  

  Business Response

  Date: 11/22/2022

  Our Field Operations Manager called and spoke to **************** on November 21, 2022 regarding her complaint. She stated that everything was ok and thanked him for calling and apologizing. **************** stated that she didn't receive the mailer that had been sent, but did see the door tag that had been placed on her door the day that the easement was accessed. She also stated there was no damage to her property. The right to access the easement in her yard was explained and she stated that she understood. Our General Manager will work with our ******************** to see what took place with the mailer that **************** should have received. We will also be working with our Construction team to ensure that the door tags are being placed on residents' doors well in advance so that customers are aware. We apologize to **************** for any misunderstanding and encourage her to contact us directly if she has any further questions or concerns.

• Initial Complaint

  Date:11/15/2022

  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.

  Account number *********. I continue to be harrassed about a bill that is charging for equipment. The equipment was picked up from ************************************************************************ on June 1, 2022 by your Sparklight driver. This was confirmed with not just one, but THREE of your customer service reps and on my ring doorbell. And for some reason I am STILL getting, not only a bill in the mail to my new address, but also harrassment from a creditor. This must cease immediately and make sure you have contacted this harrassing creditor and remove any false information of owning anything.All equipment was returned and picked up by YOUR Sparklight DRIVER. Amount is $236.86. I just called again and they said that they do see the equipment was indeed returned and that they would adjust the account. But they have said this before several times and no one follows through. So REMOVE any charges for equipment that was already returned and picked up by SPARKLIGHT. Thank you

  

  Business Response

  Date: 11/16/2022

  Following the receipt of ********************** complaint, our General Manager researched the account and discovered several errors caused by debits and credits issued in error by multiple representatives. We have reversed the write-off amount of $236.86 and have brought the account to a zero balance. This amount will be removed from collections. We sincerely apologize for this mistake and appreciate ****************** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 11/16/2022

  
  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,
  
  ***************************