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

  401 Baylor St Texarkana, TX 75501-3270

  
• 

  Cable One, Inc.

  319 College St Columbus, MS 39701

  

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:02/07/2025

  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 currently pay Cable America/ Sparklight every month for reliable internet, at which point, I use that to work remotely from home in the evenings, when I get home from my day job. For the last two weeks, my internet has been constantly dropping, due to an "outage" in this area, but when asking for details, we are informed that this is stemming from maintenance issues. How I even found out there was an outage, was after sitting on hold for an hour to talk to tech support, because even though my **** says Sparklight, Sparklight has no record of my house or phone number within their system. This is absolutely unacceptable. I am currently researching alternative ISP's for my home, because, even though I'm paying for something, I'm just not getting it, and there is no ETA to when this issue will be resolved. What is Sparklight/ Cable America willing to offer me, to continue to live through this debacle, and continue to give them my patronage once this is eventually (no idea when yet, though) resolved?

  

  Business Response

  Date: 02/13/2025

  Following the receipt of *** ******** complaint, our Field Operations Supervisor confirmed with our Network Engineer that the node and the modems servicing *** ******** residence are currently stable. At the time of the issues, there were multiple outages that were causing the nodes to drop offline. On February 12, 2025, our ************* Care Specialist called and spoke to *** ******, who confirmed at that time that his services were working properly. We have issued a $25 credit to *** ******** account for the inconvenience. We apologize for the issues the customer was experiencing and appreciate him for bringing them to our attention. Thank you!

• Initial Complaint

  Date:02/07/2025

  Type:Product 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 absolutely horrible. No customer service, horrible internet consistency, and the only reliable thing about them is a high bill.

  

  Business Response

  Date: 02/12/2025

  Following the receipt of Mr. ******** complaint, our ************* Care Specialist placed a call to the customer. Mr. ****** stated that his services were working well at this time. We have issued him a credit in the amount of one month of service for the issues he was experiencing. We appreciate Mr. ****** for bringing this to our attention. Thank you!

• Initial Complaint

  Date:02/06/2025

  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.

  We paid for a service we do not get. Internet doesn't work as it should. I've called tech support numerous times. I've had a service tech come out and they didn't fix it. I've gone into the office only to be given lip service to make me go away. All we want is the internet we paid for or a complete refund for their lack of competence in running an **************** Provider business.

  

  Business Response

  Date: 02/19/2025

  Following the receipt of Mr. ********** complaint, our technicians visited the apartment complex and replaced three splices, two shorted taps, and resolved the issues that were causing noise and upstream failure. A service call was also set up for Monday, February 17th to check for any issues inside of the apartment. We show that Mr. ******** is currently online with good levels. We apologize for the issues Mr. ******** experienced and appreciate him for bringing them to our attention. Thank you!

   

• Initial Complaint

  Date:02/06/2025

  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.

  ********** is my internet provider and service has been very sporadic for going on three years. They have known about failing equipment in the house, modems that loose connection and pods that fail constantly. They wait till you loose your temper after about a year before they will replace equipment. We finally have had our equipment changed our service worked for about two weeks without shutting down, now we are back to a couple times a day. They have caused me to get in trouble with my job and lose several hours of pay, only to tell me they can only reimburse two dollars a day. There is never any improvement to the service over a three year time period. They are the only option and they know we have no other options, especially if you are a work at home employee. While working yesterday my internet disconnected 4 times. If this were a once ever three months problem I could understand, but in most cases it is 4 to 5 times a day, with no resolution.

  

  Business Response

  Date: 02/12/2025

  Following the receipt of Ms. ****** complaint, one of our technicians was sent out to the residence on 2/6/2025. They were able to verify that the issues the customer is experiencing are due to the Rphy units losing connection and that their home/service is not the source. Our ************* Care Specialist left a voicemail for Ms. **** on 2/11/2025 to let her know that we have applied a credit in the amount of one month of service to her account and that we are in the middle of an upgrade that could cause her to continue to experience some issues until it has been completed. We sincerely apologize for the inconvenience that this causes and appreciate Ms. ****** patience while we work to get it resolved. Thank you!

• Initial Complaint

  Date:02/04/2025

  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.

  Good Afternoon,I have been a customer for going on four years now and i have been fighting issues with sparklight for quite some time now. Normally it would be general problems, software update, minor packet loss, and even power outage in the area that affected multiple people. These problems I would deal with being as though the area I'm in this is "supposed" to be the best internet that can be provided. However, I'm currently at my whit's end i have been have a lingering issue for going on 3 months now. The structure of this company has been explained to me multiple times and it is horrendous. I have a pole issue that needs to be serviced, so since they cannot get in touch with a "pole tech" or the person that services it they send a sparklight tech that lets me know it's nothing they can do a ticket needs to be placed three times might i add. Then nobody can provide me with contact information to the specialist area that would handle the ticket because they do not have access to it or to see if the ticket is even being worked on because it only shows open or closed on the ticket not in-progress. Every time I have called which if you look at my account history you can see i haven't had my issue fixed. I work from home most day which this has hindered me tremendously, i have family that is home, and we do mainly stream. I expected some much more service than i have been getting i would absolutely not recommend this establishment, it does not exemplify what you would want from a customer service provider. I am aware i am limited in a more rural area however if this persist i will be finder another option even if i have to settle for something.

  

  Business Response

  Date: 02/07/2025

  Following the receipt of Mr. ******* complaint, our line technicians went out to the residence, cleaned up the noise in the node, balanced the trunk amps, and made improvements to the customer's signal levels at the modem. Corrections were also made to the **** affecting the node. We will be monitoring the modem for the next few days and Mr. ***** has been given the direct contact information for our Manager of Field Operations in case he has any further issues. We apologize for the inconvenience these issues caused and appreciate Mr. ***** for bringing them to our attention. Thank you!

• Initial Complaint

  Date:02/03/2025

  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.

  I received information that I could potentially lower my internet costs. I contacted the number provided and spoke with a man who informed me that I could get internet service from Sparklight for $39.00 a month for one year. After going back and forth with him, I decided to do it. I was set up on auto pay which was part of the agreement to keep the price low. The first two months I was charged $39.00. Then the following three months I was auto charged *****+. I contacted Sparklight last month and explained the situation and was told that a ticket was submitted to have it corrected back to the $39.00 and I would receive a credit for what I was over charged for the previous three months. I just received a new bill and it is now even higher. $65.00+. I have spoke with Sparklight three times today (2/3/25) and each time they tell me it was only for 6 months but they could change it back for another 6 months. 1. That is not what I was told and promised. 2. Even if it was for 6 months, I only received that price for two months. Each time I have talked to them today I was disconnected as soon as they said they could offer me something. Nothing has actually been done. I want my account fixed to the correct price and I want credit for what I have over paid.

  

  Business Response

  Date: 02/04/2025

  Following the receipt of Mr. ********* complaint, our ************* Regional Manager called the customer and left a message. Mr. ******* was charged for the equipment after two months of having service. We have corrected this on his account, have issued a credit in the amount of the equipment, and have moved the customer back into the promotion for 6 months. We sincerely apologize for the inconvenience this caused and appreciate Mr. ******* for bringing it to our attention. Thank you!

  Customer Answer

  Date: 02/04/2025

  I was told when I set up service that I would get the promotion for 1 year NOT 6 months.  That is the only reason I switched.  Also I looked at my account and I can see that the amount due is owed, but the amount that was credited does not reflect the amount that I was over charged for the previous several months. I paid $55-$56 when it should have only been $39.  The credit should have been enough to cover this entire next month plus some.  I also did not received a voicemail from anyone. 

  

  Business Response

  Date: 02/05/2025

  According to our ************* Regional Manager, a voicemail was left for Mr. ******* this morning explaining that the credits have been applied. Mr. ******* started service on 7/30/2024. He was billed $39 for 3 months and then his rate was mistakenly increased in November of 2024. We have applied the three month credit for the difference in the pricing and started him on a new 6 month promotion. This will complete the full 12 months he was initially offered. Mr. ******* has a balance of $5.48 due on February 15th and his next bill due will be on March 15th in the amount of $24.44. 

  Customer Answer

  Date: 02/05/2025

  
  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:01/30/2025

  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.

  My family and I have been receiving unreliable service since we have had them for two years now. Problems got worse around January of 2024 where they were doing upgrades to provide better service and coverage. Since the upgrades, our service as only been more unreliable and the *** has not been much help. I have called them three times over the course of 12 months to have a technician come out and help with our internet and they only showed up once out of those three appointments that they had scheduled themselves. It seems whenever I **** they get it working just long enough at times for us to not call them back. Am example of this is calling them and having my issue resolved only for it to go back down again that night after theyve closed or just an hour later. We have received no compensation of this unreliability and I feel that they are taking advantage of being one of the few *** providers in our area and not making true to providing the service we agreed on. These issues have impacted my family because my wife and I both go to college remotely making it difficult to complete assigned tasks and it impacts my wifes medical care as she is a disabled veteran and needs access to the internet for her medical records, prescriptions, appointments, etc.

  

  Business Response

  Date: 02/06/2025

  Following the receipt of Mr. ********** complaint, a technician was sent out to the residence on 1/31/2025. While there, he discovered a bad splice and water damage to the aerial and underground portions of the drop cable. The drop cable was replaced, which restored service to the residence. The technician also swapped out the customer's modem. Our ************* Specialist called the customer and let him know that we would be issuing a one time credit in the amount of $71 to the account. Mr. ******** was happy with the credit and stated that his service was working properly. We apologize for the inconvenience this issue caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 02/06/2025

  
  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:01/29/2025

  Type:Product 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 gave Fidelity a chance, after RightFiber moved in and they never improved their internet I thought competition would help improve them. It didn't. I finally got exhausted of the down time. I switched my ISP to ********** in *****. I missed cancelling the service in November by 2 days, I should have only paid for two days, yet they charged me for the entire month. I expected them to prorate it. For the modem. I cannot drive due to medical problems I have, they wanted me to drive an hour to ****** which I never go to. One of the employees then said they could have a technician call me when they come out to pick it up when they're near. I never received the call.They then billed me for full month of December. I called again, I don't recall the day in December. They then tried to get me go all the way to ****** which I can't. They gave me an address to send the router/modem combo to which was sent to that specific address. I finally got tired of them billing my account, and went to their billing portal and removed my credit card. Now they sent me an invoice, saying I owe $73.17 even though I don't even have the equipment or an active service.I am would appreciate November to be prorate, full refund for December, and for them to cancel the invoice for December. I got tired of handling this over the phone as it never got me anywhere. I switched service already, and I have no plans of going back to this company. They kept going out once or twice a week. I upgraded, and it doesn't even go down an hour once a month.

  

  Business Response

  Date: 01/30/2025

  Following the receipt of this complaint, it was discovered that the customer is due two months of credit in the amount of $215.85. Rather than sending a refund check which could take 4-6 weeks, we have reversed the last two payments from the customer's account. We sincerely apologize for the miscommunication and appreciate the customer for bringing this issue to our attention. Thank you!
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Sparklight services for just under a year. And at a previous location for a year as well. Sparklight has consistently gone out on me and affected my employment negatively. I have had so many outages, and lost wages that are more costly than my monthly fee with them. I have terminated my business with them and have switched to another provider. But because I have lost service so many times, and received a warning with my employer, I do not believe I should be paying Sparklight a *****. They are an awful provider. Unreliable, consistently out, for a few minutes, or few several days. I have lost wages and received a warning. I do not feel it right or fair to pay them at this point. My resolution would be to remove my last bill from my account, which is due tomorrow - 01/28/25.

  

  Business Response

  Date: 01/29/2025

  Following the receipt of Ms. ********* complaint, we have credited the former customer's account in the amount of $62.94. We consider this matter to be resolved. Thank you!

  Customer Answer

  Date: 01/29/2025

  
  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:01/25/2025

  Type:Order 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.

  Hello,I apologize for contacting you in this manner, but I am seeking someone at Sparklight corporate with the authority to provide a clear answer regarding our neighborhood's cable service situation.Recently, Sparklight acquired Hargray, which in turn had previously purchased COM South. COM South has been providing cable services to our neighborhood for a long time. Currently, there are pedestal boxes with both COM South and Sparklight wires, but they lack the necessary taps for individual house connections.We continue to receive Sparklight marketing materials for our neighborhood, which is misleading because many residents are locked into *** Communications because theres no clarity on if Spark light provides service or not. However, we would prefer Sparklight due to its superior internet *************, an installer spent about 30 minutes in our neighborhood attempting to understand why there are trunk lines but no taps. He mentioned that taps were once present but are no longer present on the wire. He suggested I contact engineering, which I've been attempting to do for about two years now. However, with the recent changes in corporate ownership, getting a straightforward response from engineering has been challenging.I am particularly interested in using Sparklight for our residential needs, given our positive experience with Hargray/Sparklight for our business account, where we've never encountered issues. Could you please direct me to someone who can provide definitive information or assist in resolving this issue?Thank you for your attention to this *********** regards,**** lancer ************************************

  

  Business Response

  Date: 01/27/2025

  Mr. ******'s statements were forwarded to the local team. His residence is just past our active plant. ComSouth was in the process of building out to this subdivision when ******* acquired the company. The hard line was run past the home, but was never activated as Hargray did not wish to move forward with the project. We have agreed to discuss activating the pre-run hardline with the engineering team. We will have a call with them shortly. Mr. ****** was satisfied with this and looks forward to a follow-up call with an answer regarding his request in the next coming days. We appreciate Mr. ****** for reaching out and will be contacting him regarding a decision as soon as possible. Thank you!

   

  Customer Answer

  Date: 01/30/2025

  
  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,
  
  **** Lancer