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

  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:03/13/2025

  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.

  Daily outages, often several times a day. No resolution after repeated customer service calls. Excessive price for the service we actually get. Poor customer service, often requiring an hour long phone call and/or callbacks. Poor communication when told service will be done. Unhelpful AI chat "help". It used to be somewhat better. Frustrating...

  

  Business Response

  Date: 03/21/2025

  Following the receipt of Mr. ********* complaint, one of our technicians was sent to the residence to troubleshoot the issue. While at the residence, the technician replaced the modem with a new one and added an eero device. Mr. ******* seemed pleased with the results. We will follow up with the customer to make sure that his service continues to run smoothly. We aplogize for the inconvenience this issue caused and appreciate Mr. ******* for bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:03/12/2025

  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.

  On Sept 19th, 2024, I returned the Sparklight modem and discontinued service. Yesterday, March 11, i was notified the my credit score decreased from 801 to 760. I checked to see what had changed and the credit service listed a unpaid balance and late fee from Sparklight Collection Co.I had never received notice or an amount. I am asking for an apology from Sparklight Collection and removal from my credit report

  

  Business Response

  Date: 03/13/2025

  Following the receipt of Mr. ********* complaint, our Collections Manager contacted the collections agency to have the account removed from their system as soon as possible. She also requested that the agency have this removed from Mr. ********* credit report. We sincerely apologize for this mistake and the inconvenience that it caused. We appreciate Mr. ******** for bringing this matter to our attention. Thank you!

• Initial Complaint

  Date:03/07/2025

  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.

  I've been a customer of ********************** for almost two years now. From the very beginning, I've had issues. In the beginning of 2024 after a few complaints, research and troubleshooting, I opted to buy my own equipment as my new one went out about 4 months into having it, all my friends had issues with the modem, so I just wanted to be sure I had a good one. It didn't solve my problem, so Sparklgiht sent a tech out. I was told the cables in the wall were bad, and we needed new ones, which we just had a new line ran outside into the home. It sort of fixed the issue. After multiple tries to fix it and a bunch of excuses from customer service like the ********************** was bent and my brand-new Surfboard G36 was the problem, a tech was sent out again after I had to directly demand one come out due to a damaged wire. That tech told me the lines were clear, and my modem was great, and showed me those statistics. He informed me the issue was system-wide utilization, at 98%, and many customers are having issues, and the reason the utilization is so high is that Sparklight switched to unlimited, uncapped internet, without installing the proper equipment to handle the load that Sparklights customers use. He also informed me some customers use extensive internet, using multiple servers to run a business in other countries, all uncapped, or just use the majority of Sparklights whole utilization, this statistic was also shown to me and I saw my utilization which was rather low and in green, compared to others in my area whom are in red. I wasn't shown anything but a glance, so I don't have more data. I have done EXTENSIVE troubleshooting and replacing of equipment after being led wrong by the company when it's all on them. They need to either change their policy and cap customers using the majority of their utilization, charge them, or just admit they can't deliver. I've been wanting to upgrade to 1GB internet for gaming purposes, luckily I didn't yet and won't.

  

  Business Response

  Date: 03/25/2025

  Following the receipt of Mr. ********* complaint, out technicians were sent to the residence on March 14th where they replaced the drop cable to the apartment and rebalanced the levels. They then ran multiple speed tests and the results were satisfactory. We have been monitoring Mr. ********* levels and his signal appears to be strong. We encourage Mr. ******* to give us a call if he has any further issues with his service. We apologize for the inconvenience these issues caused and appreciate the customer for bringing them to our attention. Thank you!

• Initial Complaint

  Date:02/26/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Sparklight Internet regarding their ongoing service disruptions and failure to provide reliable internet despite charging a premium price.For the past ******************************************************* and out unexpectedly. Most recently, my service has been completely down since 11:30 PM last night and remains non-functional at the time of this complaint. This issue has been reported multiple times to Sparklight, yet I continue to receive vague responses stating that technicians are working on it without any specific reason for the outages or an estimated time for resolution.I pay approximately $150 per month for high-speed internet, yet the service has been unreliable at best. Additionally, I subscribe to multiple streaming platforms, including *********** *******, ****, and Max, which I am also paying for but cannot use due to these persistent internet failures. This has caused significant frustration, financial loss, and inconvenience, as I rely on a stable connection for my daily activities.I am seeking a permanent resolution to these service interruptions and appropriate compensation for the months of unreliable service. I expect Sparklight to take immediate action to address these persistent outages and provide a fair refund or credit for the services I have paid for but not received.I appreciate your assistance in resolving this matter and look forward to your response. Please let me know if any additional information is needed.Sincerely,****** ******

  

  Business Response

  Date: 03/05/2025

  Following the receipt of *** ******** complaint, we have looked into the issues the customer was experiencing and found that the maintenance that we were completing at the time caused many modems in the area to go offline until the project was finished. Unfortunately, this process took longer than anticipated. In speaking with *** ******, it was confirmed that his services are back up and running properly. *** ****** was issued a credit in the amount of $96.76 on 2/5 as well as an additonal $16.20 on 2/25. We sincerely apologize for the inconvenience this issue caused and appreciate *** ****** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 03/05/2025

  While I appreciate the effort to address my complaint and the issued credits, I must respectfully disagree with the adequacy of the resolution. The prolonged maintenance and service disruption caused significant inconvenience, and the compensation of $96.76 plus $16.20 feels insufficient given the extent of the outage. As someone who relies heavily on consistent internet access for work and daily activities, this disruption had a real impact. I was unable to work effectively or access paid services like ********** and *******, which added to the frustration and financial impact.
  This is not an isolated incident, outages occur almost monthly, sometimes weekly, highlighting a systemic issue. The lack of transparency during the outage, with no prior notice or updates, further exacerbated the situation. Moving forward, I urge the company to improve communication, provide timely updates, and implement measures to prevent recurring outages. While the credits are a step in the right direction, a more comprehensive resolution is needed, including additional compensation, a clear plan to ensure reliability, and better customer communication. Thank you for your attention to this matter.
  

  

  Business Response

  Date: 03/06/2025

  Following the receipt of Mr. ******** rebuttal, our team has agreed to issue the customer an additonal two weeks credit in the amount of $80.34. This credit has been issued to the account today and will show on the customer's account tomorrow. We consider this matter to be resolved. Thank you!

  Customer Answer

  Date: 03/07/2025

  
  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:02/26/2025

  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.

  Ive had Sparklight Internet since December of 2024 and it is currently the last week of February 2025 and my internet has went out everyday since I had it. The internet goes out at least 6 to 10 times a day. I have 1 gig which is $43 a month right now, but it will go up because I have a promotional deal. The company doesnt do anything to accommodate its customers for the outages. February 25, 2025 its been over 24hrs of not having internet and the company isnt giving any updates.

  

  Business Response

  Date: 03/05/2025

  Following the receipt of Ms. ********** complaint, it was discovered that the issues were due to an outage in the area. A credit for 17 days of service in the amount of $30.31 has been applied to the account. We reached out to Ms. ******** on 2/28 to verify that her services were back up and running and she confirmed that they were. We sincerely apologize for the inconvenience this issue caused and appreciate Ms. ******** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:02/25/2025

  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 (owned by cable one) keeps sending ads for business internet to my home address. I return the mail, saying "not at this address". I've called them directly to stop it. They tell me since I'm not affiliated with the company that's fraudulently using my address for this fake business, they can't edit the business account to not have my address tied to it.
  
  make them stop sending me mail. This is harrassment at this point. It's being going on for over a year at this point and they refuse to do anything.
  
  Can you make them pay me a settlement? This is deeply upsetting. I pay $70 a month for internet through them for HOME internet at this address that they send BUSINESS internet ads to.

  

  Business Response

  Date: 02/27/2025

  Following the receipt of Mr. ****** complaint, a request has been submitted to our Business team to have Mr. ****** address removed from all business customer mailing lists. Please allow several days for this process to be complete. We apologize for the inconvenience this has caused and appreciate Mr. **** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 02/27/2025

  Show me the ammendment to their policy documents so harassment mail is actually able to be cancelled by the person receiving incorrect mail. 

   

   

  Sparklight told me multiple times they couldn't do anything. Its incredibly insulting that they'll directly tell me no to my face, then immediately fix it as soon as the BBB is involved. 

  

  Business Response

  Date: 02/28/2025

  We apologize for the incorrect information that was initially given to Mr. ***** We will make sure that additional training is provided to those involved so that this doesn’t happen in the future. We have taken the necessary steps to resolve this issue and we apologize for the inconvenience that this has caused. 

  Customer Answer

  Date: 03/03/2025

  Don't charge my address for internet for a year. 

  Customer Answer

  Date: 03/08/2025

  The company still won't stop sending me mail. Even after they said they did and "updated training" to stop this from happening. 

  
  

  I want them to refund all payments I've ever paid for internet and never charge me again as long as I live at this address. 

  
  

  They obviously don't care about the complaint. I just got this new mail today. 

  
  

  

  Business Response

  Date: 03/20/2025

  Following the receipt of Mr. ****** complaint, we spoke with the company that prints our mailings and discovered that there was a lag in processing the removal of Mr. ****** address. We are happy to share that they have since successfully removed Mr. **** from our second April direct mailer as well as from all future mailings. Please note that Mr. **** will still receive the first April direct mailer as that had already been processed prior to the receipt of this complaint. We again apologize for the inconvenience this issue has caused and appreciate Mr. ****** patience while we worked to resolve this. Thank you.

   

  

  Business Response

  Date: 03/20/2025

  As stated, Mr. **** will receive one more mailer due to the issue being caught after production. After that, he will not receive anymore. Again, we apologize for the inconvenience of receiving the unwanted mail. We consider this matter to be resolved. 

• Initial Complaint

  Date:02/19/2025

  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.

  The infrastructure of the cable company in my neighborhood is aging. It goes in and out.

  

  Business Response

  Date: 02/28/2025

  Following the receipt of Mr. *********** complaint, our technicians tracked the issue to an amplifier location and have corrected it. We have been monitoring the customers signals and have also spoken with Mr. ********* to discuss the repairs that were made as well as the pending upgrades to his service area that will help in providing improved services. Mr. ********* seemed satisfied with the explanation and the gameplan in place to resolve the issues. We sincerely apologize for the inconvenience these issues have caused and appreciate Mr. ********* for bringing them to our attention. Thank you!

• Initial Complaint

  Date:02/19/2025

  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 am filing a complaint against Sparklight regarding their poor service and customer support. On January 30, 2025, I requested a service transfer to a new address. Despite assurances, the self-install failed. An appointment was scheduled for 02/04/25, between 8 a.m. and 9 a.m. The technician, ***, arrived three hours late at 12 p.m., sat outside for five minutes, cancelled my appointment without explanation, and left. When I contacted customer service, they were unhelpful and rescheduled the appointment for February 5th, disregarding that I had not cancelled the original appointment ********* the local office, I encountered the manager, ****, who was unresponsive and unprofessional. The receptionist, *****, told me that *** claimed to have knocked, contradicting his later coount that he "didn't see anyone home" and "did not knock". I was then told that a technician would be there by *** to fix this issue. Technicians failed to show up for rescheduled appointments.On February 5th, I revisited the office to find **** unavailable. I was denied any direct contact information for Sparklight representatives beyond the national number. Surprisingly, *** and another technician arrived shortly after, seemingly prompted by my inquiries of higher-up contact ******* of 02/19/25, I have received no response from anyone, including the regional manager *******, the local manager ****, or any other representative. Due to this treatment, I cancelled services on 02/10/25. Despite cancelling my account and auto-pay, ********************** withdrew an unauthorized $20 from my account. If this is not rectified immediately, I will consider legal action to clawback these funds.This complaint is filed to address the severe lack of customer service, communication, and professionalism displayed by Sparklight, particularly by the regional and local managers, ******* and ****, respectively. Their actions have resulted in significant inconvenience and financial impact, and I find it unacceptable.

  

  Business Response

  Date: 02/28/2025

  Following the receipt of Mr. ******** complaint, our **************** Manager spoke with the customer on 02/20/2025 and advised him that his account has been successfully disconnected and the equipment has been removed to prevent any further charges. Mr. ****** was instructed to return his equipment to the local office during business hours or to use our drop box for his convenience. He was also given direct contact information in case he has any further questions. A 10 day credit has been applied to Mr. ******** account to accomodate his request for disconnection on 02/10/2025. A check will be mailed to the customer within 4-6 weeks, following our standard refund process. We apologize for the inconvenience Mr. ****** experienced and appreciate him bringing it to our attention. Thank you!

   

• Initial Complaint

  Date:02/14/2025

  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.

  Service is constantly out of service. Theres always Internet outage almost every day. I only use this because this is the only Internet provider in our small town. I would definitely not use this company if theres some other options.

  

  Business Response

  Date: 02/28/2025

  Following the receipt of Mr. ******** complaint, one of our Advanced Technicians visited the residence and spoke with **** ******, who stated that her husband nor herself has made a service call in the past. Our Field Technical Supervisor attempted to contact Mr. ****** several times. The customer answered once and stated that we needed to call back. When another call was attempted, Mr. ****** did not answer and has not reached out again. We looked into the customer's account notes and there have been no interactions or notes regarding service calls since January 30th, 2023, when there was an outage in the area. We encourage Mr. ****** to call us back so that we can discuss this with him further. Thank you!

   

• Initial Complaint

  Date:02/13/2025

  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 have subscribed to Sparklight Cable Internet for about 2 years now. I selected the 1 GB ******* one point I was paying $128. The bill was adjusted down to $105. I have numerous calls about intermittent connectivity documented by Sparklight. They finally sent a tech on 10/31/24. I was only getting 300 mbps vs the 1000mbps (1GB) speed I should get. I ran the test again today and gave the agent the numbers. Using the ******* LA server I got only 313 mbps on the download speed. The technician ran new cable on the inside and the outside, connected his equipment directly to the modem, and advised that was all the speed I could get. I had called previous about a credit. Their billing is only open M - F. Today I spoke with an agent ****** who declined to give her agent ID number. She adjusted the price down, and advised she had gotten approval from her supervisor ****** for a one month credit. Well, it's documented that I have had crummy service for a lot longer than that. It's an approximate difference of $40 per month on the plan I got. I am due well over $200, not the measly amount they credited. I consider this to be price gouging. I am on Nextdoor, and a lot of people are complaining about their service and trying to get rid of it. If they won't service what they sell, they need to go out of business.

  

  Business Response

  Date: 02/20/2025

  Following the receipt of Ms. ****** complaint, our technicians realigned the plant and repaired a damaged coax cable leading to the residence. We have confirmed that the levels are satisfactory, but have not been able to reach the customer. We attempted to call as well as knocked on the door and left a door tag. We are working with our customer service team to resolve the billing issue. We encourage Ms. ***** to reach out to us directly if she has any further questions or concerns. Thank you!