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:11/14/2022

  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.

  Currently I am subscribing to Sparklight for internet service and have called multiple times to get my internet connection fixed. Each time they come out replace a line on their side and works fine until it rains. At this point I am now being expected to have an 8 hour time slot during the week for a technician to show up to keep them from having to come out and fix the internet I am paying for.

  

  Business Response

  Date: 11/22/2022

  Following the receipt of ****************** complaint, several attempts have been made to contact the customer, but we have not been successful. A maintenance technician was sent to the residence and found water in the tap outside of the home, which we believe to be the main cause of the issue. However, we need ************** to contact us so that we can schedule an in-home visit so we can determine where he is losing excessive signal. We encourage ************** to contact us directly so that we can help him to resolve this issue. Until we are able to speak with the customer, there is nothing more that we are able to do. Thank you!

   

   

• Initial Complaint

  Date:11/14/2022

  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 had a bad experience with ****** office. Lack of comm. between getting my service set up on phone and picking up modem from the ****** office, which I did not want self install anyway. We did had to have installer come out. He cut our DISH while we were watching and lied about it when asked. He told us he was running a new line but instead used the dish line. We had no tv all weekend and still dont. I missed the Yellowstone premier which is my Super Bowl of tv. And my elderly father in law who looks forward to spending Sunday with us to watch tv he cant get at home ended up being recordings instead. Spark light did not have permission to disconnect our dish network. I called support only to be told not my problem and to call Dish. Now I am expected to pay for a reinstall from dish which should have never happened! Plus I have to wait until they can get to me! I asked spark light to just come and undo what they did and they told me no! Between the office, installer and customer service, these are all examples of why spark light gets so many complaints! The installer should have never touched the dish line and installed a new line which is what he told us he would do!!

  

  Business Response

  Date: 11/16/2022

  Following the receipt of ********************** complaint, the local office began an investigation and discovered that ********************** Sparklight modem never went offline, meaning that our services were on a different line than her **************** Also, we legally cannot touch any lines belonging to any other service providers. Our General Manager attempted to contact ****************** several times by phone and was not able to reach her until the morning of November 16, 2022. ****************** informed our General Manager that ******* Network had been to her residence and fixed the issue and that she did not want one of our associates to stop by. We offered ****************** a credit to her account for the trouble, but she declined and ended the call abruptly. As a courtesy, we have chosen to credit ********************** account in the amount of $123.53 for a full month of service. We consider this issue to be resolved. 

  Customer Answer

  Date: 11/17/2022

  I never stated my Sparklight modem went offline. I am a new customer and it was during an installation. If sparklight is not legally allowed to touch Dish cables then what is my recourse for them for disconnecting my Dish network during installation of the sparklight? I simply wanted it fixed. If they could undo it, they should redo it. I wasnt looking for money. Hence why I rejected their offer. Also, the reason I ended the call abruptly was because the ** wouldnt let me speak. She kept over talking me so I told her if she didnt want to hear what I have to say then Ill end the conversation with have a nice day. My Dish was fixed because dish network has great customer service unlike **********************. ********************** disconnected my dish (illegally?) during install of internet. When my husband asked, the tech denied it. I then called technical support after hours (when I got home) looking for the person to come out and fix whatever they did. We wanted our tv back. We had guests coming to watch the Yellowstone premier among other things. He told me the local office would contact me. The local office did not contact me until AFTER I filed the online complaint, which was Tuesday, 4 days later. And when she did, she called from a no caller ID number and didnt leave a callback number. I was with clients both times she called. (Not several.) I didnt get off work until late that evening and the office was closed. The message she left said she was coming to knock on my door at 8 am on the 16th. (5 days after the incident). I told her there was no need because during that time I had dish come out and fix what they broke. She was very defensive and I could hardly get a word in. This all could have very easily been avoided. I didnt want money. I wanted what they broke fixed. I didnt get that from them. I got it by having another company come out. Pretty simple. 

  

  Business Response

  Date: 11/17/2022

  With the issue having been corrected by ******** we have done all that we are able to do on our end by issuing a credit to ********************** account and offering to visit her residence. We apologize for any misunderstanding on our part and we ask that ****************** contact ** directly should she have anything more that she would like to discuss regarding this matter. We consider this issue to be resolved. Thank you!

• Initial Complaint

  Date:11/08/2022

  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.

  After dozens of tech support calls, and two or three technician visits, Sparklight will NOT resolve my latency/connection issues I'm experiencing on daily basis. My internet service drops one to five times a day. Sparklight cannot resolve this issue. I continue to get the run-around from their tech support and a local area manager still has not reached out to me. This issue is effecting my day to day work life. It's very unfair I'm paying high prices for a bad service.

  

  Business Response

  Date: 11/22/2022

  On November 9, 2022, our local Technical Operations Manager (***) reviewed ********************************* signals and confirmed that the issues impacting the customer would require a trouble call to resolve. Our *** reached out to ****************** and scheduled a trouble call for November 12, 2022. While at the residence, our technicians replaced a faulty post-wired outlet and performed a series of network performance testing. The replacement of the outlet corrected the issue. Our team reviewed the graphs today, which were reflecting that ********************************* signals were back within normal range. We apologize for the inconvenience and appreciate ****************** bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:11/07/2022

  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.

  Sparklight is not providing a reliable service as they agreed to. They're continuing to disconnect my service due to emergency repairs and/or upgrades are being done.It's deprived me of the entertainment I've paid for and it's become a regular and consistent problem with no solution in sight.

  

  Business Response

  Date: 11/14/2022

  Our ****************** Specialist called and spoke with **************** this morning regarding his complaint. **************** stated that his service has been stable for about a week or longer. He appreciated our call, but stated that we can close the complaint and that there is no need for a technician to visit his residence at this time. Following the receipt of a separate complaint filed with another agency, **************** was credited $20.00 to his account for the same issues. We consider this to be resolved. Thank you!
  
  
  

• Initial Complaint

  Date:11/02/2022

  Type:Order 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.

  We bought a house in a new development and requested internet service from Sparklight since it is the primary internet provider for the region. Sparklight accepted payment and said they could install service, but after a week service was not installed. I then went in to the local store and asked to have a technician come out to the property. The following week a technician called me and said that he would not be able to provide service before even going to our property. I then asked if he could come out and he said he would later in the day. Later that day he came out to our property and he said he could see the box that he would run lines to, but thought it would be too far to run the lines and refused us service. We would like to have internet installed on our property and there are no other internet providers in the area. Please send a technician out to run line from ******* to our house.

  

  Business Response

  Date: 11/04/2022

  Following the receipt of the complaint, we visited ***************************** residence to see what our available options were for providing service to his area. In order to run a line from ********* to ***************************** residence as he requested, we would have to cross multiple areas of private property, which we are not legally able to do. We have come up with a solution today, November 4, 2022, to provide service to ****************** next week and have made arrangements to meet with him on Monday. 

• Initial Complaint

  Date:10/31/2022

  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.

  Sparklight is requiring all of their customers to switch to an internet form of being able to watch their services. The only way people can watch their service is if they get the internet and also get a Fire Stick. There are senior citizens who don't even know how to open a text message how in the world are they going to know how to use apps on the internet? It's absolutely ridiculous. While forcing people to switch they are also increasing their bills from $12-$22.50 a month as well. This is all crazy and they shouldn't be forcing this on people. Plus, when it comes to Senior Citizens they are on fixed incomes and with having the rates increase it is crazy.

  

  Business Response

  Date: 11/04/2022

  Following the receipt of the complaint, it was discovered that ******************** has not been a customer of ********************** since she disconnected her service with ** in March of 2022. Our ************* Manager attempted to contact ******************** via telephone on November 3, 2022, and November 4, 2022. A voicemail was left with a direct number for her to call to discuss her complaint, but we have not heard back from her at this time. Because ******************** is no longer a customer, there unfortunately isn't anything that we can do for her, as it appears that she is simply speaking on behalf of the elderly members of her community. If these members are Sparklight customers and would like to discuss their concerns, we will need to hear from them directly.

  Customer Answer

  Date: 11/04/2022

  I have contacted Sparklight for three of my elderly family members and have been told there is nothing that can be done. They either switch to the Sparklight TV internet or they don't have cable. They are not willing to discuss anything. 

  Also, I do NOT want to speak to someone local I would like to speak to someone who is higher up in the business. The whole reason for this complaint was to get to someone with some input not someone local. Yes someone local did leave me a message at 3:34 PM and here it is 4:20 PM the NEXT DAY!! I guess they forget people have lives and can't always call back right away or within 24 hours.

  And yes I did disconnect my service because from the moment Sparklight took over from New Wave my bill went up over $100 a month, our unlimited internet was removed and we had to start paying for it based on usage. ! It got to the point where we couldn't afford it any longer so switched to internet only TV but the elderly can't do that. My family members don't even have the internet, email or anything and are being forced to switch to something they don't even understand. This is crazy and something needs to be done about it. 

   

  

  Business Response

  Date: 11/10/2022

  Our Director of Divisional Operations called and spoke to ******************** this afternoon and explained to her that with technology ever changing, we are doing our best to stay in front of it while making the best decisions possible for the majority of our customers. Because ******************** is not one of our customers and is speaking on behalf of her elderly family members, we suggested to her that she have these family members call us, as we are more than happy to do everything we can to help them get comfortable with the new product. Unfortunately, ******************** was not satisfied with the conversation and ended the call before we could try to come to a resolution. We encourage ******************** to have her family members reach out to us directly so that we can help them resolve this issue. Thank you!

  Customer Answer

  Date: 11/10/2022

  Wow, were you on a different phone call then I was because that's not how it went. 

  It was stated that the company is a for profit company and pretty much they do not care about the needs of senior citizens, all they care about is their bottom dollar. The gentleman I spoke with only ************** relatives calling Sparklight when they have an issue with the new Sparklight TV. My elderly relatives do not want to sit and wait on the phone for 45 minutes to talk to someone who can't even see their TV screen to know where they are at to know how to fix the issue. You ask them to hit the home button, they say they do but yet nothing happens. You ask them what they see on the screen, nothing. So, how a person on the phone is going to help them is beyond me. 

  It all boils down to one thing - Sparklight is a for profit company, like this gentleman on the phone stated, who could care a less about anything but the bottom dollar. They only want more money and that's it. 

  The only way this problem will ever be resolved is if Sparklight would quit FORCING people to switch to something they do not want or need, which isn't going to happen because keeping things the way it used to be doesn't earn this company enough money since they are a for profit company. 

   

• Initial Complaint

  Date:10/27/2022

  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.

  Sparklight is aware that a customer of theirs has conducted fraudulent activities on their account. For one they have used my child support card to pay a 324 dollar bill. The rep told me herself there appears to be fraudulent activity. An attempt was made twice to use my card, but the only amount that went through was the larger amount. I am having an issue with my bank fighting it as this was done online. I have tried to call THREE times and none of the "seniors" there will call me back. Nor will they help me in filing a report (police) or flagging the account or even calling the customer. It appears they are okay with this activity providing they are getting paid. They will not re issue a a new bill to the customer or send a letter, or send back the money to my account. This is Fraud and illegal, and it appears they are endorsing it. This is a child support card which is worse! We barely get anything and it takes at least two months to accumulate what this individual has took. I am unsure if this is the correct address I see a few, however my statement simply shows Spark light ******* with a contact number of ************. This can not be legal, how is anyone suppose to fight situations like this when no one will act ethical and at minimum assist in filing a report?

  

  Business Response

  Date: 10/28/2022

  Following the receipt of ******************** complaint, our cash management team researched the payment in question and were able to locate the customer who made the fraudulent charge. We are unable to disclose any customer information without an official request from law enforcement; however, we have restricted the customer from using credit cards or ACH services to make future payments to their account. We have issued a refund to ******************** credit card company in the amount of $324.60 for the charge, which should be received within 3 to 5 business days. We recommend that **************** notifies her credit card company of the refund being issued so that there are no questions as to where the funds should be distributed once they are received. We sincerely apologize for the inconvenience and stress that this has caused **************** and we appreciate her bringing this issue to our attention. Thank you!

• Initial Complaint

  Date:10/21/2022

  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.

  We received a bill today that has 3 extra charges, $10 each, listed as usage. We have had no change in our usage, only use Internet on the computers...no streaming, no phone Internet, etc. We have consistently been under the data usage for years. Now, out of the blue, they have given me a list of dates they claim had excessive usage. When I called customer service, they said tech support would be able to tell me the devices at fault and troubleshoot. After being transferred to tech support, they said they cannot do this. They gave me dates and usage amounts for the dates. They offered no explanation as to why the usage was so high. I asked what they were going to do to fix the problem since they cannot explain the usage. The tech rep said nothing would be done. I asked for a supervisor for customer support. After being on hold for 20 minutes, I got another tech rep on the phone, no supervisor as requested. He informed me billing/customer support was now closed until Monday. This second tech identified 7 devices using Internet (meaning using it right at that moment). We identified 3 desktops and my laptop, but nothing else was connected to or using Internet. He was not able to explain the other three devices. That means someone other than us is using Internet and we are paying for it! He said to change the **** password, which we will do this evening. I asked that the $30 be credited back to our account. He was not able to do that. So now on Monday, I get to do this all over again!

  

  Business Response

  Date: 10/24/2022

  Our ************** Services Specialist spoke to ****************** today, 10/24/2022, to discuss her complaint. ******************' history does not show any previous data overages and we verified that there are no additional devices in the home that could be using data that we are not already aware of. ****************** was reminded to change her wi-fi password, and she stated that she will have her husband help her with that this evening. A credit in the amount of $30 has been issued to ******************' account for the overage charges. We consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 10/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has provided an accurate representation of my conversation with customer service this morning; They will credit the money and we will change the WiFi password this evening. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/18/2022

  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.

  We have a business in *****. We opened a branch in the ********** ***** area and requested service from Sparklight for our office. When I signed up for service I was never aware they put me in a contract for 36 months. I do not even have a lease on the business office for that length of time to even agree to the term they never told me about. I had requested a copy of the term I signed. When I received the document is unclear. It was sent for electronic signatures as well and not reviewed with me. I feel like this was a trick and they are not willing to work with me in anyway besides paying $3000 dollars to buy out of something I would have never agreed to.

  

  Business Response

  Date: 10/19/2022

  Following the receipt of the complaint, our Business Sales Manager contacted ************** via telephone on 10/19/2022. We have come to a mutual agreement with the customer to waive the Early Termination Fee of $3,660.75 and instead, re-rate the monthly discount she has received in the amount of $22.50 for the last year, leaving a $270 disconnect charge. ************** will receive a final, prorated bill for services up until the date of 10/19/2022 in addition to the $270 cancellation charge within the next 10 business days. ************** has been informed that she will need to return the modem to her local office within the next 30 days in order to avoid a fee for non-returned equipment. We consider this matter to be resolved. Thank you!

• Initial Complaint

  Date:10/15/2022

  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.

  This company is garbage. They charge you for service you "used" . Unfortunately in a normal day to day this service doesn't even work. I've had 3 techs out to replace modems, and multiple calls to just reboot the dang modem. They want to charge and overage fee for "usage" that nearly 50% of usage in reality was probably never even used due to nonworking service. No one will ever call you back or have a resolution to the problem. They say they have noted the issue but nothing ever gets done. Have asked to get adjustments to billing and they laugh you off. **************** is literally a retired librarian who knows nothing about tech. Reads from a script and only wants to reboot your modem that has been done uncountable amount of times.

  

  Business Response

  Date: 10/24/2022

  Following the receipt of the complaint, we were able to verify by reviewing **************************** data usage that his modem has not been offline. The customer subscribes to our 200 Mbps Streamer and Gamer Level of internet service, which has a data plan of 700 Gigabytes per month. **************************** usage in September of 2022 was 860 Gigabytes, which was the reason for the $20 overage charge. We recommend that ************************ consider switching to our 1 Gigabyte speed plan which includes unlimited data for $80.00 per month, which is $15.00 more per month than the plan he is currently subscribed to. We encourage the customer to call us directly should he have any further questions or concerns. Thank you!