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

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  

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:10/10/2022

  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.

  Was told 200/20 MBPS but not what I,m getting. Work at home but continually lose connection. TV program terrible to **************** unresponsive.Awful service, speed and pricing. Terrible billing and communication practices. TV programming is limited and other channels I want are not available. The internet was supposed to be 5 G and fastest in area... **************** technical support is crappy and told me to try to change to 2.4 ghz instead of 5G if I am not getting peed I paid for. Was told this terrible company is the only provide allowed in this area...... monopoly should be a crime. ******* I miss you! Hargray you are awful!

  

  Business Response

  Date: 11/08/2022

  This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!

• Initial Complaint

  Date:10/10/2022

  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.

  See PDF-Consumer has reached to the multiple times about an incident that happened on the television. After many attempts to get to resolution about the matter, the consumer has yet to get the information she was requesting.

  

  Business Response

  Date: 11/08/2022

  This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!

• Initial Complaint

  Date:10/07/2022

  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.

  I called on 9/7/2022 and 9/8/2022, in an attempt to resolve my modem constantly rebooting multiple times a day. They would get it somewhat fixed to where it would only reboot once maybe twice a day. Now for today, 10/7/2022 my modem rebooted 3 times in 60 minutes. It appears the modem is overheating. I DO HAVE THE ***** IN A WELL-VENTILATED AREA. I dislike calling in where after troubleshooting I get the response, "well it's working now. I was promised a callback on 9/8/2022 in the afternoon. The female technician failed to call as promised. The tech even noticed I am getting sporadic inconsistent internet speeds. I have the *** and I'm not getting the speed half the time. It fluctuates from 300 to 900. I do have the recommended ethernet cable for the *** speed.

  

  Business Response

  Date: 10/24/2022

  Following the receipt of the complaint, we made multiple attempts to contact ******************, but were unsuccessful. Our customer service representative was able to get ahold of the customer today, 10/24/2022, and a trouble call has been scheduled for 11/01/2022. This date was chosen per ********************** request as it is his day off of work. We encourage ****************** to contact us directly should he have any further questions or concerns prior to our visit to his residence. Thank you!

  Customer Answer

  Date: 10/31/2022

  I don't consider the matter resolved as they have not sent a tech to my home yet. I won't consider the matter closed till they come and fix my problem on 11/1; if they show up at all. I called on 9/7/2022 and 9/8/2022, in an attempt to resolve my modem constantly rebooting multiple times a day. They would get it somewhat fixed to where it would only reboot once maybe twice a day. Now for today, 10/7/2022 my modem rebooted 3 times in 60 minutes. It appears the modem is overheating. I DO HAVE THE ***** IN A WELL-VENTILATED AREA. I dislike calling in where after troubleshooting I get the response, "well it's working now. I was promised a callback on 9/8/2022 in the afternoon. The female technician failed to call as promised. The tech even noticed I am getting sporadic inconsistent internet speeds. I have the *** and I'm not getting the speed half the time. It fluctuates from 300 to 900. I do have the recommended ethernet cable for the *** speed.

  Finish the job; Refund

   

  

  Business Response

  Date: 11/03/2022

  Once at ********************** residence for the scheduled service call, our technicians checked the wiring and drop cable on the home and found no issues. Some of the fittings and the modem at the residence were replaced at the time. ************** was tracking noise and found several inline splitters with burnt saddles that were also replaced. We followed up with ****************** after the visit and were able to confirm with him that his service was working as it should be. ************** left his phone number with the customer in case he has any issues moving forward. We apologize for the inconvenience that this has caused, and we appreciate ****************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 11/03/2022

  While I my service was fixed. I have NOT been provided any compensation for having to endure almost 2 months of sporadic service. On a side note, compliments to the technician. 

   

  Sparklight has yet to provide any service issue adjustments to my account. 

• Initial Complaint

  Date:10/07/2022

  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.

  The Internet goes out intermediately on a regular basis almost daily. This problem has occurred for over a year. I have reported this problem dozens of times, technicians have come out dozens of times the problem still persist. I pay over $100 a month for high speed Internet! I work from home, this cant continue.

  

  Business Response

  Date: 10/24/2022

  Following the receipt of the complaint, ************** was sent to ****************' home on 10/16/2022. Our advanced technicians cleaned up the node and we are now able to see significant improvement on our end to ****************' service. We have made several attempts to contact **************** following the trouble call but have been unsuccessful in reaching her. We encourage her to give us a call if she continues to have any further issues. Otherwise, we consider this 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 ********, and find that this resolution would be satisfactory to me.  My internet service continues to drop zoom conferences, but Im not sure that Sparklight understands their issue. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:10/04/2022

  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 dont understand why Sparklight cant be honest with its customers. I have been calling for almost a month now. My original complaint was that the internet was cutting in and out for about 2 weeks. I called and asked what the best box is they have. They gave me the model and my girlfriend went to the store the following Friday to exchange the router. She got it home; it wasnt even the box I told the woman at the office I wanted; I got everything all set up. Same day we upgrade our plan to see if that would help at all. We restarted all the devices to see if that would help at all. The next day I called and spent almost 2 hours on the phone. We tried all the troubleshooting methods but still nothing was working. We had a tech come out and do something on a laptop. Telling me the nods are messing up and he would call in a service tech to check the lines. The guy came and checked the lines worked a little better but slowly reverted back to what we were experiencing. The tech guy came out a week later again to replace the router at the companys suggestion. I told him everything you guys are doing isnt working. He told me that the laptop says everything is fine. I told him his laptop was not accurate we are still getting cut offline left and right. I dont feel they really care about the customers needs and they are just here to put a band aid on the problem. I talked to a manager, and she told me she would have someone come out on the 19th of September, but if its not fixed by then I will be switching to Century Link, they may not be as good as Sparklight once was, but it sure beats this c*** Im dealing with, and I will be paying less. We cant get a manager to talk to us besides the local office. I have never felt so disrespected from any company. We thought a tech was coming out today. But we called a hour before the close of the time. They told me that it was cancelled and no one was coming to fix it.

  

  Business Response

  Date: 10/06/2022

  Following the receipt of the complaint, we contacted ************ and arranged to visit his home to try and identify the issue. Online signal monitoring tools indicated a prior interruption of service days before but no current issue. Our technicians replaced the service drop wire at the customer's request and installed a *** battery backup on the customer's modem due to an indication of an electrical issue causing interruptions in the modem's operation. ************ ended up leaving the premises unexpectedly while our technicians were there, but we were able to confirm with his father that the service was working as expected and they were able to achieve appropriate speed test results prior to leaving the residence. We consider this issue to be resolved.
  
  

• Initial Complaint

  Date:10/02/2022

  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 have had bad internet service at my house for months, have asked for a new modem and for them to check the wires and connections many times to no avail. I finally filed an FCC complaint ******* on 09/20/22. Sparklight then sent two techs but ***** refused to replace my modem. No one checked the wiring or connections to my knowledge. My laptop was freezing up during use, but other wifi units were working, ie Fire stick, ******** Blink cameras, phone, printer. Their conclusion was that my laptop was too old and outdated and I need to buy a new one. I finally started using my grandson's laptop although I do not feel right about it. I took my laptop to my doctor's ****** and it worked just fine!! I then had ********* look into it and they installed a new Windows 10. I bought a wireless mouse but found I didn't need it. Upon further complaint with FCC, a DM **** was sent with a **** and again refused to replace the modem. **** made an ugly comment that was caught on camera as they were leaving, and **** was laughing derisively. **** was going to make me meet him at a "public place" to Prove to him that my laptop works just fine elsewhere! Then **** called and three men brought me a new modem on Fri 09/30/22, but now my laptop will not connect here at home at all! Everything else will, and their "solution" is for me to use my grandson's laptop or buy a new one. I have taken it to the library 3 times, 3 ********* agents have gone thru it, and I took it to ***************** Services, a repair shop in ***********. All these people have told me there is nothing wrong with my laptop!!! They have all agreed that it is the internet at my house!! Upon talking to ****** at FCC on Fri 09/29/22 I am filing this complaint with BBB, as Sparklight's solution is not acceptable. There is a problem with the configuration, the *** address is blocked, or there is a wiring or connection problem. I called AZ and left a vm for the *** but have not received a reply. I NEED this fixed ASAP! **

  

  Business Response

  Date: 10/05/2022

  Following the receipt of the complaint, ************** discovered that due to the age of ********************** laptop's network interface, that it is not compatible with the new arris wifi6 protocols. This issue is preventing the laptop from being able to view the antennas. A friend of ****************** suggested that she purchase a wireless dongle for her laptop to resolve the issue and we agreed that this was a viable option. ************** followed up with ****************** on October 5th, 2022, to verify that the dongle was helping with the issue, and she stated that it did and that she is satisfied with the resolution. 

  Customer Answer

  Date: 10/05/2022

  
  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.

  
  I  commend this technician for his efforts to resolve this issue for me. He was friendly, funny, intelligent, explained the issue to me so I could understand it, and found a resolution. Much more through, and patient, than the other techs (?) who were here. Want to say a thank you to *********

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

  
  

• Initial Complaint

  Date:09/30/2022

  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 had repeated issues,constant outages,July contacted due to outages lost my job due to the outages and nothing from Sparklight,repeated outages you sit on hold for hours only to be hung up on or umm sorry trouble in your area no time frame, After repeated call's and reset and reboots of modem they set up a tech to change out modem,we went from bad to worse ,In the 2 weeks with the new modem we have had more issues of intermitten outages On Friday the 23rd I contacted Tech support due to connection loss every 3 to 5 min while trying to take a mid term test Tech support showed over **** drops in a few days set up a service call and The call was set for Monday then nothing I have text alerts shows rescheduled fro Tue that never happened I contact tech support they stated Tech said it was cancelled and I was given supervisors number I never spoke with anyone except Tech support and so the did set it up againand it was canacelled again so I called again and according to notes Supervisor cancelled it again stating they had already done everthing will not fix or try and find the issue Just no call's nothing, We had upgraded service to 1 tig and we never get above ***** down load upload ***** we are expectd to pay for service even when its out for day's on end call to get a credit for outage you may get 6 dollars if anything ,We are over a barrel and they know it only 2 providers in this area and the other is worse Long time Customer here no way to reach any higher up's I need the service working Being a work from home person I need my reliabe service as Sparklight promises.

  

  Business Response

  Date: 10/12/2022

  Following the receipt of the complaint, our Manager of Field Operations visited ************************ residence on Wednesday, October 12th to see if we could resolve the service issues that she has been having. ************************ laptop and equipment were found to be working properly when connected to the wireless network, but she is having issues when connecting to her company's VPN. Our manager and the customer came to the conclusion together that the issues are stemming from her equipment and not her service with Sparklight. If ******************** has any further questions or concerns, she may contact us directly. Thank you!

• Initial Complaint

  Date:09/29/2022

  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 have been getting over charged 15$ a month, for what I assume is months, by Sparklight Internet. I have also had my internet disconnected multiple times, weeks before my data cycle was over. I have still been charged a full month's payment for a few weeks of service.Today I payed my internet bill just to be told I still owe one hundred and thirty five dollars for a new month of service, even though it has been shut off for around two weeks.I thought this seemed a bit odd. So I got on their website, and it appears you can get gig internet for 110$ per month. I have never been offered the ability to change my plan to the new gig plan. Even when I try to upgrade my internet. I was simply told it was not possible. I have tried multiple times, because I use a lot of data.This new internet plan also has unlimited data. With no extra fees. I have been getting charged 20$ for extra data, when I go over on my plan.I checked, and the new plan is available at my home address. I only found this out by trying to sign up for a new plan altogether. Again no option has ever been given to upgrade my already existing plan. And no option to be refunded for my existing plan was given.So in total I have been charged well over 150$ extra (that's just what I know of. As there is no resource that explains when the new data plan became available.) For inferior internet service, that gets shut off half way through my data cycle. The document showing my overdue bill is from a cycle that started September 3rd and was shut off on September 18th. The cycle does not end until October 2nd but I am being charged full price. Which also includes the extra 15$ for this month.I have also added documents proving that I have payed the extra 15$ for months. And that the plan is available not only in my area, but also my exact home address. This is also my billing address.

  

  Business Response

  Date: 10/03/2022

  Following the receipt of the complaint, our **************** Manager attempted to reach out to the customer on the account (***************************), but his voicemail inbox is full and we are unable to leave a message. When an attempt was made to email the customer, the email came back as being undeliverable. *********************, the person who submitted the complaint, is not listed as an authorized user on the account. We encourage ******* to reach out to us as soon as possible so that we can help him resolve the issue. Thank you!

  Customer Answer

  Date: 10/03/2022

  
  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:09/26/2022

  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.

  July 15th I called the Sparklight business about a $400.28 refund. I was told I just missed the date they send out checks. I would have to wait til the third Friday of August. I have made three more phone calls about my refund. Was told it should arrive by today, September 26, 2023. Refund did not come today. I need that refund. They are quick to take your money but just can't seem to refund overpayments...

  

  Business Response

  Date: 10/03/2022

  Following the receipt of ************************** complaint, she was contacted and informed that her refund was mailed out on September 28, *************************** transit. One of our representatives will be following up with **************** later this week to confirm that she received it. We apologize for the inconvenience. 

  Customer Answer

  Date: 10/03/2022

  They claim to have mailed it the 28th of September.. It is now October third and we have not received it.  I will let you know if I receive it.  

  This makes the 6th time we have been told it is in the mail.

  Customer Answer

  Date: 10/08/2022

  
  THIS ISSUE HAS BEEN RESOLVED...
  
  

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  Ive called Fidelity no less than 10 times to have someone come and bury the fiber optic line that is laying across our yard. Every time Im told someone will call us back. Never get a call. The internet was installed in April and still have the wire running across our yard. We have to move the wire every time we ******** it looks like c*** all exposed this way. Not one time have I received a call back. No one cares. They said they would contact a supervisor about our problem but have gotten nowhere.

  

  Business Response

  Date: 10/03/2022

  Following the receipt of the complaint, our drop bury contractor installed the conduit for ****************** drop cable, pulled the drop through the conduit and spliced and activated it on Wednesday, September 28, 2022. Our Technical Operations Manager called ************** on Thursday, September 29, 2022 to verify that the work was completed to his satisfaction and ************** confirmed that it was. We apologize for any inconvenience this has caused. We consider this issue to be resolved. 

  Customer Answer

  Date: 10/03/2022

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