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

  
• 

  Sparklight Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Cable One, Inc.

  900 Steuben St Sioux City, IA 51101-2049

  

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:08/04/2022

  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.

  I recently purchased internet service from Sparklight. I have connected my modem router and have no internet. I followed the chat bit instructions, which led me to a customer service number. ******** service agent do not answer the phone calls or chat If the company cannot provide reasonable, timely service, I would like a refund.

  

  Business Response

  Date: 08/05/2022

  Following the receipt of the complaint, one of our ************************ Advocates (VCA) set up a time with ************** to give him a call regarding the issues he was having with his internet service. When our VCA made the call, he discovered that the *** ID of the modem that the customer was going to lease was associated with the account, however, ************** had decided to buy his own modem instead. There was miscommunication in which phone number ************** should be calling to register his modem, but our VCA was able to get his service up and running after calling ************** back. We have also credited the customer the amount of 5 days of service, totaling $6.45. ************** seemed pleased with the resolution. We apologize for the inconvenience and appreciate ************** bringing the issue to our attention.

• Initial Complaint

  Date:08/04/2022

  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.

  Sparklight is the only non satellite based internet provider in my rural town. They provide service throughout my town via 1 singular node, that services many miles of cable. The cable is run via pole in a high-wind area. Routinely due to storms these cables are damaged which results in either a complete loss of services for a substantial period or a massive reduction in speeds and service delievered. Everytime this occurs we contact technical support who have always been professional and helpful, everytime they end up having to dispatch a technician, everytime the issue is determined to be with sparklight equipment usually a line somewhere in the town. That first technician then has to have a line technician dispatched who then has to manually search all cabling in the entire town to find the issue as there is only one node for an entire town. Once this is repaired service returns to the norm, however even the normal service can have disconnects and drops that are common but last only a second or two, per the multiple techs who have responded to the premise for these issues, this is due to the fact that the infrastructure in place in the service are not being compatible with the environmental conditions, and only 1 node resulting in high signal noise. They have recommended speaking with managers to attempt to get the infrastructure upgraded. We have done that but unfortunately that is a multi day process as the phone numbers for the area only go to tech support who has to put in a request. Most recently on 8/4/22 a tech was supposed to come to the premise for the same issues as above. That technician never showed and upon calling tech support had said there was no one home when he went. I was personally sitting in the driveway all morning and no tech arrived. In addition my ring doorbell shows that no one arrived at any time. Sparklight has already arranged for another tech to arrive today, however even when it's fixed the chronic issue remain.

  

  Business Response

  Date: 08/08/2022

  On August 5, 2022, one of our ******************** went out to ****************************** neighborhood in order to repair what appeared to be a line problem that was affecting 6 customers in the area, including ****************. ************** found a fractured main line cable most likely caused by recent storms. The repair of this fracture resolved the issue. **************** will be issued a credit to his account in the amount of $75.00 for the loss of service. We apologize for the inconvenience this has caused. 

• Initial Complaint

  Date:08/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with Sparklight internet services! They are being greedy and trying to get money out of people. My **** was only *****! I paid but my insurance came out before that **** could be paid which resulted in a returned check. A week later I tried paying with a debit card when I got paid, and the **** was now at 395! I asked the agent how and she responded I now have to pay a reconnect fee of $90 and first months service fee of almost another $90 something! That is ridiculous that I have to start way back over she stated once Im disconnected. I have three small children that Im taking care of alone and Maintaining house bills. Their father is paralyzed from the waist down and doesnt have enough benefits for my three kids to pull from so its just me doing it alone! This ***** because now we cant enjoy some type of television! I was mainly using it for tv streams purposes! I dont mind the 215 plus a reconnect fee which is also pretty absurd! But to pay another first months fee all over again I just cant. Thats almost more than my car note! And they did my mom the same way, shes older so her stuff isnt on auto pay. Turns out, her **** is a little over $580

  

  Business Response

  Date: 08/04/2022

  Following the receipt of the complaint, one of our representatives tried to reach out to the customer by phone, but was told that ******************/****** is not available and won't be available. We left our phone number and asked that he call us back. If the customer is willing to call us back, we would like to speak with him about waiving the $90 reconnect fee. We look forward to hearing from him so that we can help resolve the issue. Thank you!

• Initial Complaint

  Date:08/03/2022

  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 am fully aware of at least our local ***************** in ******* ***** deceptive practices and how they were able to cause drastic increases in data/band with which caused an overage on my account. To make matters worse despite my first phone call being right away after my first billing when I saw the extreme increase in data despite my usage and all technology being the same nothing was done to correct the matter even when I address this issue and explained about my disability. Therefore this not only resulted in harm by your deceptive practices it also took a vantage financially of someone with a disability which is even worse. I want to call back from *********************** Or someone in the office of the president he can remedy the situation and correct the financial harm that was done to me.

  

  Business Response

  Date: 08/11/2022

  Our General Manager (GM) contacted ****************** on August 11, 2022 to discuss her complaint. He listened to ********************** concerns and helped her understand her data usage. As a courtesy, we have applied a $30 credit for the month in between her UBB discount ending and the start of her ACP discount, $16 for the two late fees she accrued during this time as well as $20 for the data overage charges she accrued in July. These credits total an amount of $66 towards ********************** next billing statement. Our GM gave ****************** his email address in case she has any additional questions or concerns. 

• Initial Complaint

  Date:07/28/2022

  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.

  On July 21, 2022, I experienced one of the longest power outages I have ever experienced with internet. I contacted Cable One for an email verifying my outage, as I work from home. The call center linked, that day and today, July 28, 2022, told me they couldn't email me concerning the outage. I am facing a reprimand and lack of wages due to no proof of outage. I am in my first 90 days. Please ask them to send my email verifying my outage on July 21,2022. Thanks

  

  Business Response

  Date: 07/29/2022

  Following the receipt of **************** complaint, our General Manager (GM) looked into the issue. He discovered that when ************ called our ********************* on July 21, 2022, that she was incorrectly told by one of our outsourced call center reps that we do not provide emails to our customers. It was not until ************ called back on July 28, 2022, that she was given the correct information that we could in fact send an email. Our representative sent an email to the local office in Monroe requesting that an email to be sent to the customer.  On July 29, 2022, our GM called ************ to apologize for the misinformation that she was given and had a customer service representative send the email to ************ while she was on the phone. ************ confirmed that she received the email and stated that the issue was resolved. We sincerely apologize for this mistake and appreciate ************ for bringing it to our attention.

• Initial Complaint

  Date:07/26/2022

  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 signed up for ************* in June. I was told with the tv and internet my monthly payment would be about $250 a month combined. Approximately 2 weeks after having the tv service, I received a call saying the plan they signed me up for is no longer available. I was told the tv and internet would now be $267 a month and would go up each month from there. Due to it not being the price I originally agreed to I asked them to cancel the tv service. I received my July **** which was $215 and had charges from the tv service. I attempted to contact Sparklight about being charged the activation fee and other fees for tv service. I was told the salesman would call me back and never received a phone call. I feel that I should not have to pay the activation fee and other fees as this was a mistake on their part for selling me the wrong plan. If I would have know the price was going to be so much more, I would have never switched. I would like a refund for the amount.

  

  Business Response

  Date: 08/08/2022

  Following the receipt of the complaint, our **************** Manager (CSM) reached out to **************** on August 6, 2022. **************** was mostly upset that he had been misquoted the cost of our cable services in addition to the internet plan he has with us. When asked if he would be willing to give us another chance, he stated that he already signed back up with DISH for his cable services, but remains happy with our internet service. Because of our mistake, we will be issuing a credit in the amount of $109.73 to ******************** account. We apologize for this mistake and appreciate the customer for bringing it to our attention. 

  Customer Answer

  Date: 08/08/2022

  
  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:07/25/2022

  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 tried requesting this through **************** but it doesnt work. i have a qualifying disabilitys under the American Disability Act. The Apts I live at is knowing taking advantage of me financially. Ive beg them for more than a year. They still wont stop. They are demanding I pay an extra $80 a month Because of my disability or my young daughters and I will be evicted. My Disability causes some severe pain that feels like my feet and calves and other parts are stuck against an electric stove burner on high and theres no way to get it to stop. I previously used ** so that the pain wouldnt get to me and then I cry out in pain. Needless to say my daughters do not need to hear me crying out in pain. The television house distract me just enough that I can control my self. Originally I gave up my television service sense Internet is not a luxury any longer. Unfortunately I have not thought the temptation of streaming ** through Sparklight Internet. Obviously this has caused overages. I have a balance well over $100 that needs to get paid ASAP. And Im aware that I need to discontinue the **************** so I can get this paid. The main problem is the fact that I end up going over my data allowance because of giving in and watching the ** And of course and **** charges for that extra data I used.I had made a phone call requesting a block be put on my Sparklight account so that once I reach my data limit the Internet will stop working. This isnt a feature Sparklight offers. I know that theres severe pain I cant control my desperation to watch ** and I watch a lot of **! Lol The customer service rep today was so sweet and amazing. She Respectfully asked about me monitoring the data Im using Sparklights website. I explain that my Disability impacts me neurologically and following steps or and directions can be very difficult, my memory of remembering what I need to do. Can you place block my acct? When will my internet stop non pymt?

  

  Business Response

  Date: 08/11/2022

  Our General Manager (GM) contacted ****************** on August 11, 2022 to discuss her complaint. He listened to ********************** concerns and helped her understand her data usage. As a courtesy, we have applied a $30 credit for the month in between her UBB discount ending and the start of her ACP discount, $16 for the two late fees she accrued during this time as well as $20 for the data overage charges she accrued in July. These credits total an amount of $66 towards ********************** next billing statement. Our GM gave ****************** his email address in case she has any additional questions or concerns. 

• Initial Complaint

  Date:07/22/2022

  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.

  I called on Oct 2 2021 to cancel the service. The equipment was supposed to be returned by my abusive ex. It was not and they proceeded to keep the account active and use the service without my knowledge. I was able to leave that situation but found out on July 21st, 2022 that not only was the account active but that I was being charged for every month since. I called their customer care line and explained the situation. They have stated because there are no notations on the account from that date that I was to blame for the activity. There are notations on the account from July of 2021 that I would be seeking to cancel as I was actively seeking a way to leave the situation. While I do understand that the account is in my name the address that is being serviced is an address where I have never resided.

  

  Business Response

  Date: 07/26/2022

  On July 29, 2021, **************** called to ask if her roommate could take over her account, but there was no action taken by **************** following that call in order to make the transfer. On July 21, 2022, she spoke to our customer service department and informed them that she had moved in October of 2021 and requested that her service be disconnected. Our **************** Manager informed her that the account had not been transferred to her roommate and the modem was not returned. She was also receiving the *** benefit, which was the reason that her account was not reported to collections. Our CSM informed **************** that her service had been being used for the last year and that because it wasn't transferred over by her to her roommate, that she is responsible for the charges incurred, including the unreturned modem. On July 22, 2022, the account was disconnected. We encourage **************** to call us directly if she needs any further explanation regarding the charges to her account.

• Initial Complaint

  Date:07/20/2022

  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.

  Hello I had cable and internet service from sparklight from march 3 until about the second week of april.i paid upfront $177.00.Then the sent an outrageous **** for the next month I only had service for 5 weeks, but the now want $501.00 to do a restart of service when I have had no service since early April.This figure makes no sense at all the original price I paid of $177 is what I was told was my regular **** for tv service and internet now the want me to pay for service I never received.if I can't get this cleared up by the first of August I will have to go with another company.I'm also disabled and receive social security benefits of $806 a month I can't afford to pay this outrageous amount for a service I didn't have or use.Please help.

  

  Business Response

  Date: 07/28/2022

  ************** was originally subscribed to our cable services, but was disconnected due to non-payment in May of 2022. The customer attempted to pay his **** via check and credit card, but both were coming back as rejected/declined. A $90.00 reconnect fee and an $8.17 prorated service fee had been charged incorrectly to ****************** account. Both of these fees were credited back to the account July 28, 2022. Our **************** Manager has attempted to call ************** twice, but has been unable to leave a voicemail due to his inbox being full. The total balance we have on file for ************** is $448.90 minus the $150 for the modem, brings the account to $298.90. If the customer would like to reconnect, we will allow him to pay for half of the outstanding balance of $298.90 equaling $149.50. We are willing to write the remaining balance off. ************** would also be required to pay the first month of service and a $25 deposit, bringing the total to approximately $319.43. We encourage ************** to call us directly to work with us on restarting his services.

• Initial Complaint

  Date:07/17/2022

  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.

  Have notified the company numerous times about Wi-Fi, internet and nothing ever changes. Have to reset internet every day and some times multiple times a day. I pay $80 a month for internet and doesnt work properly. I called 7-17-22 was told hold time would be 25 minutes and I am on hold an hour and 10 minutes and still holding to talk to someone.

  

  Business Response

  Date: 07/29/2022

  Following the receipt of the complaint, our Technical Operations Manager (***) visited the residence on July 27, 2022. While he was there, he replaced the customer's drop **********************, attached a house box, replaced all connections to the modem inside of the home and took out the 3 way splitter now that they no longer have cable services. Following the repairs, the levels on the modem were satisfactory. Our *** called and left a voicemail for ************** on July 28, 2022 to inform him that everything is looking good on our end, but wanted to make sure that things were working well on their end also. We plan to monitor the account for a few days to make sure that the connection remains stable. We have also credited the customer's account for one month of HSD services in the amount of $80. We apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 07/29/2022

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